I think your experience depends on who is working here at the time.
It's been pretty hit or miss. last time I ordered a honey green tea tea the cup was sticky and I could see residue in several places left over from before... this bothers me more than the poor service. at least bother to keep things clean. and the tea wasn't even warm and the tapioca far too sugary. and when i asked for popcorn they said they didn't have any today. at all green grotto locations the signature thing is that everyone gets popcorn with whatever they order...
The chairs are also in need of a major upgrade as there is no support left in the chairs. They need to be replaced before they truly break and someone gets injured. I honestly think the owner of this location may have given up on this place. I hear they've been trying to sell it.
I go to the Warden location now.