We've been going to Sai-Bai Thong I believe since the 1990s. While the food has been good the service levels have gotten to the point where we're never going back. Tonight was the 4th time of bad service and we're done. We had ordered an online pickup. The site said pick it up in 20 minutes. Arrived 20 minutes, paid, and proceeded to sit for another 35 minutes. Finally went up to ask on status and found out food sitting there for at least 10 minutes. Asked for refund since the fried food was cold, they refused. Too many great restaurants in Madison to continue supporting them.