I go here all the time and I sadly must take a star away after a steady decline in service over the past year. Still just ok, probably better than Qdoba or Sh!tpudd!e, but Hotheads service used to put them WAY above the others, and that is so important to me.
If the owner or manager is not on duty, the service from the crew goes down sharply and predictably. I'll just walk out next time they are not present.
Things like: waiting minutes to be acknowledged, then just standing in silence instead of saying "Hi, can I take your order", mumbling, goofing with coworkers while I repeat my order. Being treated like I'm a bother. Done with that.
Still ok otherwise and I'll go back, but descent service is crucial. I like the food but I'll take it without the apathy and attitude.
This Duke is offering his crown to the next taker. It's yours.