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Business Profile

Coffee and Tea

Einstein Bros Bagels Franchise Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

This profile includes complaints for Einstein Bros Bagels Franchise Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Einstein Bros Bagels Franchise Corporation has 2 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To receive my loyalty rewards, all of my ordering from Einstein's is done exclusively via their mobile app. The *** on their website says how to contact them if you purchase physical gift cards and want to transfer the value of the gift card to your mobile account. I purchased the gift cards in good faith knowing that I could contact Einstein's via their contact form on their web site by providing my account username, the serial number of the gift cards, and the pin number of the gift cards. I have made multiple attempts to contact Einstein's with this information via their internal contact form. Nobody responds. Ever. In the meantime, I have to keep adding $10 to my account from my credit card because it keeps depleting from my use. Meanwhile, I have almost $200 in gift cards that I purchased but can't use from my mobile app. They make it impossible to reach a custom service agent. The only way to reach them is via the internal contact form but there is no accountability for anyone to respond.

    • Initial Complaint

      Date:04/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We placed a carryout order using the Einstein mobile app on Sunday, April 7th. We ordered 3 Asiago bagels plus shmear. When we arrived home we realized that for some reason the bagels were in between raw and cooked and much closer to raw, pictures attached. The inside was still dough and we threw all of them out without taking a bite. I reached out to Einstein's on their website, provided my information, and an explanation. There is not the option to add attachments/pictures when filling out the Einstein website form. I have not heard anything back. I simply want a refund. I paid for something that I never received. The poor experience and time I've spent resolving an issue I did not create should also be compensated but I would be satisfied with a refund in the amount of $13.62 which is what we paid. Thank you.

    • Initial Complaint

      Date:02/29/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint is about the Panera Bread subsidiary, Einstein Bagels. A few months ago, I purchased several gift cards for Einstein Bagels. Due to limitations with the Einstein Bagels app, users are currently unable to add the value stored on gift cards to their account wallet. So, to add the balance of these cards to one's account, you must contact "Bagel Brands" customer care via their dedicated email.Within several weeks of my inquiry, I was able to add the balance of all the gift cards I had to my Einstein account. However, once I got this email, I realized I had been logged out of the Einstein Bagels app. I also found myself unable to log in to my account. I figured I had just forgotten my password -- it happens. So I requested a password reset link. Except the link never came. I waited, checked my spam folder...requested again. Nothing. Tried again. No emails. Double checked to make sure I was using the correct email, yes I was. Even tried some of my other emails just in case because I thought I was going crazy...nope.So I emailed Bagel Brands customer support asking for their assistance in recovering my account, and the funds attached to this account. I have not received a response after trying multiple times to get in touch with support. My partner has also not been able to get in touch with support -- she wants her bagels too!All I am requesting is either 1) Assistance in recovering this account OR 2) If that is not possible, recovery of the funds that have seemingly been lost in a vacuum

      Business Response

      Date: 02/29/2024

      Einstein Bagels have their own *************************** that we have no access to assist their guests.  Einstein Bagels customer service Phone number is **************** and would direct the guest to work with them directly for assistance. 

      Customer Answer

      Date: 03/13/2024

      The business has remarked that there exists a ***** number I should contact and that they do not have the capacity to assist with this matter on the BBB platform.

      Calling the number listed directs to a voicemail box that is full, rendering the phone line entirely useless. I request a response from the business directly.

      Customer Answer

      Date: 03/18/2024

      Could you please close complaint #********? I was able to resolve the issue on my own. 

    • Initial Complaint

      Date:12/17/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two breakfast items using this companys mobile app as I have many times for pickup at the **********************************************************. The breakfast items were cold and not edible. I contacted the company through a web form with no response. Im seeking reimbursement and an apology from the company.Thanks,************************* ************

    • Initial Complaint

      Date:10/25/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mobile Application I was charged for merchandise that I never received.

      Customer Answer

      Date: 10/19/2023

      Good morning, no I did not receive any of the orders. Since I filed this claim, I have refunded in full. No further action needed. 

       

      Thanks 

      Customer Answer

      Date: 10/19/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Good morning, no I did not receive any of the orders. Since I filed this claim, I have refunded in full. No further action needed. 

      Regards,


      *******************


      Customer Answer

      Date: 10/25/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I provided incorrect information yesterday in response to your question. None of the three orders were received.  I did get a refund for two of the three orders. Two (2) credits of $31.48 each were credited to my checking/debit card, but I am still due the $27.20 from the first order on 10/2/2023.

       

      Thank you for your time.

       

      *******************


      Regards,

      *******************




       

    • Initial Complaint

      Date:10/19/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last week, I tried to make an order using your app, but it was a mess due to many glitches in your system. My order was not processed and then my rewards points disappeared and my credit card was charged twice. I simply gave up on ordering with you because it was such a bad experience. I submitted a complaint on your website through the "Contact Us" page, and it has been more than 5 business days, but I have not received a response from you yet. So, I would like to get my points back, a refund from both transactions on my credit card. Obs.: My account is under ********************

      Customer Answer

      Date: 10/20/2023

      On October 10th, I tried to use the Einstein **** app ONCE MORE. However, after placing my order, the app froze when I proceeded to the payment screen, and it  reset itself, returning me to the main screen (find the attached). Unfortunately, my credit card was charged for this order, which marks the FOURTH time I've placed an order without actually receiving the items.

      Additionally, the points I had redeemed it disappeared, and I did not receive my expected reward. So, please, give my points back and provide a refund for all the transactions on my credit card. 

    • Initial Complaint

      Date:02/10/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In September 2022 I sent customer feedback regarding a very disappointing experience at the ********* airport Einstein Bagels location. Soon after I received a response with a promise that there would be a follow-up. After not hearing anything back, in November I followed up again. To date I haven't received any resolution or feedback. Attached is a copy of my email communications. The original issue was as follows:"This issue is related to the Einstein Bros Bagel kiosk in terminal B of the ***********. Check/receipt # **** on 9/17/22. @ 7:57am.Order a two (2) egg sandwich with a coffee and asked for egg-white substitution. The menu board indicates an upcharge of $0.99. I was charged $1.59 extra per egg and questioned it by referencing the board. The associate immediately asks me if I still want the egg-white substitute instead of acknowledging the difference in price from what is advertised. I indicated again the displayed board/menu indicates $0.99. at this point the associated says you'll need to talk to corporate about that. First, I find it unacceptable that there is no signage anywhere in this kiosk indicating the prices are different. Equally surprising and unacceptable is the customer is not being informed about price differences. Finally, I found the attitude of the employee to be dismissive. For all I know, this location is charging extra for food without cause.I have my receipt along with a pic of the menu showing the $0.99. I'd like a formal response from Einstein."

    • Initial Complaint

      Date:01/04/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - Date of transaction: 12/23/2022 - Advertisement was for buy $30 gift card and get $5 bonus gift card (nowhere it mentions that both cards cannot be added to the app or online account for online purchases. Only used in store)- I contacted them twice by online message (they have no phone support) and received no help at all. Issues:1- nowhere in the ordering process does it mention that both cards cannot be added to the app or online account for online purchases. Only used in store.2- I have tried twice to use the gift card in store and it shows error and the workers have no clue how to resolve it. I end up paying cash and move on 3- when i check gift card balance on my bonus card online i get an error too This whole process has been a total waste of my time , it is completely unacceptable. I am requesting full refund with compensation of my time for running a misleading ad and gift cards not working even in store.

    • Initial Complaint

      Date:12/30/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/21/22 I placed an order via the mobile app. I picked up the order and realized when I arrived at my office that half of the order was missing. I called the location and spoke with a manager who informed me that they had indeed made a mistake and neglected to put my missing items out for pickup. I did not want to drive the 40 minute round trip to retrieve the missing items and requested a refund for the missing items. I was told that because I had placed the order via the app, they were unable to process a refund and that Id have to request it via the app. Pretty ridiculous considering it was 100% their error but I had no choice. I submitted the original refund request on the 21st and have yet to hear back even though it said I would receive a response within 3-5 business days. The customer service contact number is a voice recording directing you back to the app; there is no way to speak with an actual person and no way to know if anyone is even acknowledging receipt of the requests. I have submitted a second request.again no response. At this point I am requesting a full refund in the amount of the $120 I preloaded onto the app from my debit card instead of a partial refund for the missing items as I have had to invest an inordinately ridiculous amount of time and effort to get my money back. I do not want the amount credited back to the app as I have no intention of ever patronizing this business again. I am requesting a full refund of $120 back to my debit card.

    Einstein Bros Bagels Franchise Corporation is NOT a BBB Accredited Business.

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