Einstein Bros. Bagels — Restaurant in Troy

I placed an order last Wednesday (12/20/23) around 6:20am, on Einstein's website. I arrived at the store for my pick up and there was a sign on the door stating "Late open due to building maintenance" I thought, okay, totally understandable I'll call them when they open... In the meantime I checked on door dash and grub hub and both stated that they were open- in my mind I would hope they'd be able to turn off ordering if they knew they would not be able to open at the stated time. I called back every hour from 7am until I finally got ahold of someone at 11:15am. I told the woman I had placed an order online this morning and when I arrived they were closed, she probably received quite a few phone calls regarding this and told me her baker had called in sick and they were having oven issues-I told her I completely understand but I would like a refund. She very abruptly told me to request it on my app. I said, what do you mean? I ordered online, she was definitely getting annoyed at this point and said well we can't do a refund you have to contact corporate. I was confused and asked how I would do that.. She said well if you don't have the app you just have to go online and contact corporate.. this whole conversation I felt like the employee was irritated/frustrated with me. I thanked her and ended the call. I immediately went online and contacted corporate within the next 20 minutes. It has been a full 5 business days since this incident, a full week since I placed my order. I'm hoping to at least receive my refund by Monday. Was it a lot of money? No. Did I expect a substitution (offering to make the order then or the next day) no, but would it have made a difference to how I'm feeling regarding this situation? Yes. I don't have any ill will regarding Einstein and I'm sure I will order from them again but I've sat on this for over a week and thought about other people or company's who may have ordered in the same time frame and wondered if anyone else had a similar experience. I am willing to change this review if anyone reaches out and if I receive my refund.

UPDATED 1/8/24.

I have still not received a refund. I hate this automated response from "the owner". Clearly they're not reading these. I ended up contacting Einstein's corporate through Instagram on 12/28. They told my my refund had been issued a few days before. Contacted them again today and now they said it was issued on the 27th. Frustrating to not have any reply back from the website, didn't say anything in the follow up, etc. I will not be recommending this location nor will I ever purchase from this location again. Better off going to any...

I had been visiting to this place since a long time just because it is closest from were I live. Inspite of many negative reviews online it doesnt seem like the owner is concerned to make things right in this store. Yesterday I took dozen bagels (bucket) and requested them to be cut and toasted. The lady internally was making fun of that with her manager (I am assuming at the cash counter). And dont know if it was intentional, the bagels were over toasted that all of them got burnt. I obviously did not check when I picked them. When I went home and shared it with family they just couldnt eat them and threw three bagels they put the spread on.

Today I went back and shared this with the manager (cash counter) and he was infact was asking questions as to why didnt I bring them yesterday? Why do I need dozen bagels toasted etc etc. I was expecting that he atleast would make an apology and replace all of them happily. Instead he asked how many I brought back and said he will replace only those and while doing those also he gave me one bagel less. I took back 10 he gave me 9. What a cheap attitude. Hope they take these feedback seriously which would be good for there...

I don’t recommend this place to anyone. The customer service was appalling bad. I walked in with my husband and my 8 months old in a car seat and we order drinks and food.

I found a place to feed my daughter as she was getting fussy and I didn’t want her to have a meltdown. She was in her car seat I just sat in a bench and the employees complaint that the dining room was closed and asked us to leave. Asked us to leave for feeding an 8 month old in a coffee shop without even have filled our order.

And the employees didn’t even have giving us our drinks to complete the order, so we had to ask them to actually give us our drink. And they just stand there looking at us waiting for us to leave without fulfill our order.

When they finally did the order was wrong as we ordered the food without cheese and they made with cheese. Just really bad experience, honestly put your...