I went here for lunch the other day with a colleague. This is not the kind of place you want to come to if you don't have a lot of time for lunch. You need to give yourself at least an hour and a half.
The service we had yesterday was pretty good. I've gone there before and the service has been downright negligent. It all depends on where they seat you, how large your group is, and who your server is. Luckily I was only dining with one companion so we weren't neglected or treated as unwelcome intruders.
The food is pretty good. Some of the dishes they do quite well (yummy green curry and satay). Some of the dishes are decent (mango salad, chicken katsu). Other dishes are not that great (pad thai - which is never a favourite of mine, but my colleague wanted it - was sweet as hell and quite gloppy to boot).
This place lacks consistency so I can definitely understand some of the poorer ratings.