When it first opened -- it was actually pretty good. But then it went downhill. I half expect it to be on kitchen nightmares given the weird deals and obviously dysfunctional relationship between staff and management. Bottom line --as much as I want to support the little guy, just go to Brueggers. I go back every few months when I absolutely want a bagel, but regret it each time.
(1) Service relaly isn't friendly. I normally don't care too much about this, but it's so bad it's depressing. Not even bad in a fun way. Some of the staff acts as if it's an imposition to order any food (and we're not talking weird stuff); the others seem overwhelmed. Try asking for something requiring a substitution (I want a bagel with just smoked salmon on it), and panic ensues.
(2) Food mix-ups and a total IDGAF outlook from the staff towards them. A number of my friends refuse to go due due to this.
(3) Food is good but not amazing. Bagels are ok; coffee was ok.
(4) Ambience is questionable -- so many signs for so many weird deals on food that I'd never eat there (wings???)