Finally....my last few visits I have received exactly what I wanted and service has been good. I go to a few of the Einstein's in Phoenix, one in particular I refuse to step foot in again, but this location has been fairly consistent since I have been coming here. If I don't end up getting what I order, they gladly fix. Mind you, I'm not high maintenance, I just don't like my bagel toasted. I think that most people do get it toasted so the employees on the line are just in the habit of doing it and not paying attention to the order screen.
Bagel selection is always pretty good in the morning, a few items sold out here and there but they are baking all the time. Iced coffee is good too. I'll be back, for sure.