I am unsure why this location has such a bad rating. I frequently use this location to order lunch for business meetings. The online ordering process seems to be the best option as too many orders can create a problem for the person over the phone. It usually takes at least 1 hour for orders of 12 people. I use the Rapid Pick Up area but sometimes have to ask if my order is ready when I arrive and find it behind the counter. I have ordered from here about 10 times and had errors in about 3 (missing a side or special requests not followed); nothing that keeps me from going back. I have noticed over the last year that the staff has become a lot friendlier and it appears they may have a new manager who seems to do a much better job of keeping things running smoothly.
Since I typically take my food to-go I can't speak on the cleanliness of the dining area but from what I can see the place looks clean. I have noticed in the past that the restrooms could use some air freshener and tiding up, but other than that they're not horrible.
I give them 3 stars due to dissatisfaction with their rewards program and the few times I've had errors. This location isn't to blame for the rewards program, but I have had troubles redeeming free rewards and wish rewards didn't expire.
Their strawberry poppyseed salad is one of my favorite items and therefore I will continue to go back for more.