Different bagels?

I just ordered a cinnamon crunch bagel from a town in Michigan. The top isn’t crunchy at all- I asked for it sliced and toasted, but it’s soft and squishy on the outside (no crunchy cinnamon pieces) because of how hot it is. The inside looks toasted. However, in the past the cinnamon would be crunchy on top- the way they have made them lately seems like caramelized on top and tastes burnt.

I’m from Illinois and same thing happened last time I got one there and I thought maybe it was an accident. But I threw it out because it tasted like plastic