I grew up in NY and am very snobbish about bagels. Since leaving NY in 1992 I have never found a bagel that satisfied me, until I discovered The Works. They even have salt bagels, almost unheard of outside of NY...usually the response is "you mean like a pretzel?" I used to pick up a bagel & coffee at The Works at least once a week, often 2 or 3 times a week. However I've pretty much stopped going in because during the off-hours, they are often out of all my preferred flavors and I get stuck with a common everything bagel (which is still a good bagel)...and if you go during peak hours, the line is often INSANE due to the poor staff management...they'll have 5 people making sandwiches quickly but just one girl working the register AND making specialty coffee drinks AND refilling the carafes, so the line will quickly back up since she can't possibly keep up. I've seen the sandwich makers just standing there because nobody can get to them from the line being so backed up, and none of them go help at the register to move things along. I have witnessed this scene many times. It's a real shame, the food is very good and the staff is always friendly, but waiting 15 minutes to pay for a simple bagel with nothing on it is ridiculous.
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