4 stars reflects a combination of food and customer service: I would rate the food quality and freshness 5 stars. It's delicious, consistent and reliable. Their made to order cakes are DELICIOUS!!
Sadly their staff get a much lower rating of 3 stars... Those at the coffee bar in particular look miserable and act as though they are being inconvenienced and are doing customers a favor. I continue to return for their food but certainly not for their staff - they could use some training in this area. Disappointing for a local and legendary bakery.