There's apparently a disconnect between the on-site management and the owner. My daughter and I were in a hurry and we stopped in at 10:00 AM on Thursday, January 15, 2015. We ordered two bagels, toasted, with cream cheese. We learned that the service that is connected with this involves tossing a portion control packet of cream cheese into a paper bag and throwing in a plastic knife. We asked for them to toast the bagels and spread the cheese on them. For this we got snarls.
There were five employees standing around chatting among themselves but the person wearing the manager badge was doing food preparation on the customer service of some large bowl of chopped bread. When she coughed right over the bowl of chopped bread it was not a good sign.
11 minutes later there was no sign of our bagels. Nor was there any sign of activity from the five idle workers. So I inquired. One of them told me that the "cheap bastard" that owns the place has refused to fix the toaster on the front service line so our food has to be prepared back in the kitchen the manager then said they're working on it.
15 minutes after we walked in the door on a business day with no customers ahead of us we left with two toasted bagels and the manager promised me it wouldn't be this bad the next time we came. I promised her there wouldn't be a next time.