Giordano's — Restaurant in Buffalo Grove

This is specific to the Buffalo Grove, IL location. I have been going to a variety of Giordano's for over 30 years. Yesterday, I came in with a couple of guys who wanted to take advantage of the $2 beers. When we entered we were told there were no servers and we had to order at the counter. No big deal, I get that on a Thursday, it is hard to get servers at a pizza place. I open up the menu to see what kind of soft drink they had and it stated we proudly server Pepsi products and there are unlimited refills on drinks. I go to the counter as directed and order food with a Diet Pepsi. The person working the counter hands me a bottle. I ask for a glass of ice which he was not happy about. I pay and tip. When our food comes out, I ask for another Diet Pepsi and another bottle is brought to me. My friends did not pay in advance as they were getting beers and kept their bill open. When they went to pay, the person working informed them I had to pay for my second Diet Pepsi. I stated the menu said free refills on all soft drinks. He responded by saying that is for fountain and we don't have fountain. I stated that I should have been told that. He said there is nothing he can do that "corporate" does the menu. So, I pay for my "additional" Diet Pepsi at $3.65 each. This is ridiculous. The menu said refills. At no point was I told that I would be charged. By the way, a soft drink should never cost more than a beer. That is just bad policy.

In the frustration, I forgot my car keys on the table. When I figured it out, I went back and it was closed. No big deal. I came back today to get my keys. A different "manager" was there. I stated I had left my keys on the table the night before and wanted to get them. His response was, "I wasn't working last night." I asked if anyone found might have found them. His response was, "Well did you call and tell someone." I informed him that by the time I figured out I didn't have my keys, the restaurant had closed. He asked me what they looked like and I described them. So, he opens up the drawer that he had been standing in front of the entire time we had this conversation and my keys are right there. He takes them outs and throws them at me.

Seriously, this entire experience was unacceptable. I don't think I will ever go back to that location as the people were just rude and it makes me wonder if Giordano's as a corporation no longer cares how its...

We ordered a large deep dish with sausage, mushrooms, extra cheese and well done. We did this online. I wasn't feeling well and was happy to see they will deliver to Mundelein. The order was only about 5 minutes late, no biggie. However, our pizza wasn't cooked all the way. We ended un having to dissect and eat the toppings we could from about half of the pizza. The only part of the crust that was cooked all the way was the outer crust. The cheese in the middle wasn't all the way melted and all the remaining dough was still raw.

When I called to complain I was asked to take picture of it and email them. I did this right away and then threw the rest of the pizza away.... in the dumpster.

A different person ended up calling me back after reviewing the photos and wanted more photos of what was left. I told him we threw the rest away after sending the photos. The manager repeated you threw it away as if I was lying. I told him yes and why would I keep and undercooked, torn up pizza. He then asked if they could make another and send it. I told them no this is our first time ordering from this location and we won't be going back. He asked what they can do to make me happy. I told him to refund half of our money since we were able to eat at least half of the toppings. I was told they can't refund anything on closed checks, but he would give a credit to the next time. I told him a credit is useless since we aren't going back. He was chuckling the whole time while saying they are good at what they do and want to make me happy.

I basically said this a waste of time and ended the conversation out $40 and irritated while sick. Never ever going back. I have attached photos of the dissection...

May be taking legal action here. I had Guests, including kids, wait 1 1/2 hours for the pizza to be delivered only to be told by the Manager, thereafter when I called, that due to a system outage, no online orders came through. So, of course, I am distraught, but empathetic. The Manager mentioned there were several people stopping into the branch, inquiring about their online order. She was very apologetic, I will admit, hence my equally, amicable response to her resolution. The Manager states all she needed was my name to refund the money and that they will remake the pizza and have it delivered ASAP. Mind you, this is at 9 pm at night ... and with now hungrier and more dismayed guests and kids. I agree to her resolution, but drive to a local McDonald’s to get the kids food, while the adults wait for the pizza. And then.... 10:30 pm (another hour and a half after speaking to the Manager) and nothing. Nothing. And, of course, they’re now closed - so no one is picking up my 3 attempts to call them. This is an insatiably disturbing experience and I will be contacting the Field and Senior Leadership of this branch today, 8/3/19, and will assess their authenticity in their damage control before I take this 10 levels further with legal action -- considering the circumstances and the lack of processing the resolution stated by the Manager to have the Pizza made and delivered. Went from a great, beautiful day to a surreal nightmare. Been a lifelong, loyal advocate of Giordanos and this was enough to take me - and several others - away from that loyalty. This will be a priority for me Today to ensure the Right People address/handle this nightmare correctly and...