I am uncertain what the people who gave bad reviews were expecting. If you are wanting to see the "Pawn Stars"- you probably won't. If you want to see a store full of priceless items- you probably won't. If you want to see a store the size of Walmart- you probably won't.
My wife and I had a great time. We went late Saturday afternoon/early evening, so the line was not bad at all. We got in and looked around. For the amount of customers/tourists who where in the store, I felt the customer service was adequate. There were a few items from the show on display, which was pretty neat. I tried to buy my wife a gold bracelet, but we ended up being $100 off (they were at $600 and I was at $500), so we couldn't come to a deal. This is not to say that they were unreasonable with their prices, but they just wanted a little more than I was willing to pay that day.
The shop was exactly what they say it is- a pawn shop. As far as pawn shops go, the items they have are high quality and clean. If you are looking to meet the "Pawn Stars" or be blown away by an elegant showroom, you will be sorely disappointed. If you want to go to a pawn shop that has higher-end items, then you will have a great time.