This is one of those places where all of the reviews (both positive and negative) are all completely accurate. Several things are true at the same time.
1. Their food is wonderful.
2. They are impossibly, inexplicably, slow to make an order.
3. The staff is...brusque. Not rude per se, but definitely not Midwestern nice.
4. There is a way better than average chance that they will lose your order, become defensive if you inquire about it and refuse to check on it, and then blame you for not asking about it sooner.
5. But again, their food is wonderful.
I have decided that it's worth stopping in once or twice a year for a truly excellent bagel, but points 2-4 keep me from going in more often.