I go here quite a bit and am always astounded by the poor service given by the owners. I asked for my side salad to be switched out for fries. Their salad is made with cheap lettuce and a disgusting dressing. They can't do it because "it's a free small salad", well then why can't you exchange it for free small fries? The cheap fries from a bag you serve can't cost more than the salad. I'm not asking much, throw 6 fries on my plate and make a customer happy.
The food is pretty good which keeps me coming back for more and is pretty reasonable. Don't go there expecting quick service though. Considering you order at a counter it shouldn't take as long as it does.
The falafel is a little greasy and I am not even sure if they are homemade. Their hummus is good though.
I can't account for any of the meat dishes as I am a vegetarian. I also have gotten great service from people who work there who are not the owners. Don't go in expecting to be treated nicely though, go for the cheap mediocre food.