It's no Borders, and the service varies from meh to mean, with an occasional friendly person.
They keep it clean, but I have witnessed several scuffles between employees and customers, even management and customers, which could have been settled with simple communication skills but were allowed to get out of hand instead.
The coffee is good, good variety of pastries. Book selection is ok.
Magazine selection is strong in every area except gardening. :/
It beats not having a bookstore at all, I guess. Maybe corporate could send in someone to train them, and it would be a solid 4-5.