Incredible bagels, but the staff has gotten complacent and customer service has really plummeted over the past year or two. The last few times I've been in, my order has been totally forgotten once, staff members have that eyes-glazed-over look of indifference, and one young woman there barks instructions at customers with the dead-eyes voice of the "white zone is for loading and unloading only" person.
Incredible food and bagels. And it's worth the wait and the hassle of an inconvenient parking lot and insufficient square footage in the restaurant...but it's not worth the attitude that the staff has developed.