Quite a few people have complained about the service...which is definitely important, but in the end are the bagels worth waiting for is what it all boils down to. Unfortunately the answer is no...not really.
The bagels are certainly fresh and good, but certainly not great like some of the reviews would lead one to believe. For example, they are certainly better than Dunkin Donuts - but not any better than you can get at Publix or HT bakery...and not nearly as good as can be had at the General Store in Belmont.
In the end I would call these perfectly adequate bagels that are frankly priced slightly on the high side. That area could definitely use a good bagel sandwich shop, but but going with the expectation that you will have a "true NY bagel" experience will like just set you up for a letdown.