I spoke with the owner and manager once about their bagels and they said they recommend that customers call ahead pick-up orders so they can bake them fresh for that person and have them ready. They said they have had trouble getting a good bagel - started with H&H and stopped because distributor could not keep inventory and then used a local guy who went out of business and are now using another local guy. Apparently don't want to make their own because equipment cost and too busy doing catering and other stuff. They said they are working on it and talking with several NY bagel companies again. Sounds like a rough experience, but that he agrees with you. You should say something to him about it. I go there a lot and have always found tall their workers to be responsive if there is a problem.
Pros: All Age Friendly, Food is Awesome, Music, Workers, Fun Place