I've been here a half dozen times but I've never had a problem with the service. Overall your typical bagel shop. It's attached to Capriotti's with an opening between the two stores.
The bagels are a bit smaller in diameter but they are thick for their size. You don't have to worry about getting a scrawny end of batch bagel that is an inch thick on one side and paper thin on another (looking at you, Paradise Cafe). You also get more of the chewiness of the bagel.
The place could probably stand to add a few more cheeses to the mix, preferably a chive option. I've really only tried their regular bagels and the sausage/egg/cheese breakfast bagel (see enclosed pic). The pork could have used more flavor; I'm not sure the sandwich really stands up on it's own. Since it's rare I order things like this my review is mostly for the regular bagels.
I go there at odd times so no problems waiting in line, ordering, or parking.
Quick Tip: The bagel part of the shop closes at 11 AM and you can buy "end of day bagels" from a rack in Capriotti's. Stop by at 11:30 AM and you can get a half-dozen bagels for $2.50 and they aren't nearly as old as other end of day bagel shops.