I work at Bay and Queensquay and our options are Second cup in our building or Starbucks acorss the street from Lavazza.
When this place first opened up my colleagues and I started to try it. Great coffee and nice place to sit outside. However, the arrogance and poor attitude of the owner just became too much to handle. Terrible customer service and I've seen on a few occasions him yelling at customers. In one instance, he yelled at a loyal customer for opening a broken door. Turns out this door has been broken for 3 weeks and he hasn't fixed it and only had a small sign to notify people.
Great coffee, terrible food, horrible service. If you're looking for quick in and out, go for it.
However despite the quality in coffee, we all now go to Starbucks or Tim Hortons right beside him.