The service isn't bad at all. Brusque perhaps, but never rude. I think part of the bad rap comes from the fact that you have to serve your own coffee (or other beverage). The food is absolutely worth it - as the line of people waiting outside in the mornings attests - and the label of "Boston's Best Pancakes" is totally deserved. Also worth trying are the omelettes and the French toast with fruit. The fruit is fresh and usually includes mango and papaya in addition to all the standards.