Ok....I had to try it again and I was pleasantly surprised with a pleasant turnaround. I've been back now a few times. Each time the food quality is acceptable again, coffee is perfectly hot and fresh, and most important - the customer service is getting better. Although, they still have work to do on the customer service they've come along way. Crossing fingers they keep it up so the just opened Starbucks just at the corner doesn't hurt them too much.