Extremely poor service.
My family made a reservation with them at 7PM for 12 people. When we arrived I checked in and the lady at the counter seemed like she was confused, confirmed that we did make the reservation and told a coworker beside her. He then proceeded to say in Chinese: "Doesn't matter if they're here. They still have to wait." Right in front of me assuming I don't understand and no one got back to me at all about how long it'll be or at least a "yes we'll have a table for you in a moment"
About 10-15 minutes later I then asked another worker how long do you think the wait will be. He told me to hold on and went to find someone else and found the same person as before who said 'doesn't matter if they're here' he asked the boy who found him and said 'what do you want' and then, nothing. Nothing as in no one got back to me, completely ignored and left again without a word.
Did a walk around the restaurant and saw that nearly all the big tables had people who just sat down or people that have not even started eating yet, waiting for their food. Not wanting to wait an hour after our reservation, we left.
So the point is, if you come to this chain, even though you made a reservation, it doesn't matter because they won't care if you're here and you still have to wait possibly half an hour to an hour. Possibly ignored when you ask them for service too. What they should do is just take the reservation option off and advertise themselves as first come, will serve you later instead.