This is my second review and I am sorry to say I have changed my mind about NY Bagel Shoppe. I've been back 5 times and, other than the first, encountered a problem each time. The bagels are Ok but there is a breakdown between the order and the execution. After one session I was instructructed to state my order a certain way -- light butter both sides. I did so, and same result...not what I ordered. The owners seem to want to satisfy customers but also seem to have no clue about training and processes to minimze mistakes. In fact, I've never been asked a follow-up question about what could have gone wrong. The owners are reactive and, while nice, have not shown any understanding of what it takes to make improvements. I wish them luck.