I'm going to rate this place a 5. I come here often with my family and I've never had any issues like what I've read. But it seems many of the complaints are about service and no one answering the phone. I've never pre-ordered so I wouldn't know. But I've had good experiences when coming to eat here. The Food is always delicious! I do enjoy great Hawaiian food and miss authentic food from Hawaii when I used to live there. I believe this is the closest franchise I've seen here in the mainland that Ive tasted close enough to the food back there. This place is the Best in the valley when it comes to quality, they've never let me down here.
I do understand some reviews wanting more Aloha spirit and I do agree that it changes an atmosphere when you're greeted with a warm Smile and employees are attentive to their customers needs. So maybe just that and answering the phone might help these customers and future ones change their minds about their reviews.