I am a regular and I enjoy their bagels + the service is friendly. I am particularly fond of the flat variety and love that they a decent amount of cream cheese without over doing it. Also--nice to get capers.
On a good day they remember how I like my coffee and everything goes swimmingly. Sometimes though, the coffee order gets mixed up which leaves me with cream--not milk. Most of the time, I will go back and they replace it easily enough.
Bottom line: love the bagels, order the sweets, but double check your coffee orders.