I might give this place 3 stars were it not called "The Bagel Factory." I know it's weird that the name of a restaurant should impact the rating, but if you're calling yourself "The Bagel Factory" you should have good bagels...and they don't. I've been satisfied by some items here (sandwiches, beverages, et al), but the bagels themselves have never done anything but disappoint. Small, usually burnt or chewy, not particularly good on taste or texture...just not a great bagel. I've been here over a dozen times, and I've totally given up on the bagel.
My recommendation? Change the name. That'd be way easier to fix than everything wrong with the bagels. Change the name to almost anything. "Bob's Food Place," to pick a generic example, would help avoid the crushing disappointment that comes when customers order a bagel expecting it to be the best thing on the menu. It can't be a good way to make a first impression--were it not for the fact that I pass this location often, my first visit may have been my last.