Their food remains very good
their service is a disorganized mess - too many people; too little interest; clueless management; occasional missing salad ingredients; changing menu - with no memory of "yesterday's" ["you could never have gotten that at a PB"].
attitude: the customer is confused - when they caused it! e.g. used to get drinks at the cash register - yesterday they looked at me like i was weird and told me to go back to the "barista" - like "everyone knows that, dummy"
there has to be another place to get good sandwiches and salad - seach started!