UNO Pizzeria & Grill — Restaurant in Chester

Bad Experience: I grew up in New England next to a UNOs restaurant but never tried it and since they had just built a brand-new restaurant near my new hometown in Delaware County I always expressed to my husband that I wanted to go there. So I was excited when my husband told me he was going to take me there for my birthday. As soon as we arrived we were welcomed by a woman named Kathy who is very delightful. The place was beautiful, clean and almost too up class to be in the neighborhood. They escorted us to our seats and we waited and waited and waited. There were no utensils on the table and 15 minutes had passed and still no waiter had waited on us. My husband and son wanted the night to be perfect for my birthday so when they noticed that we were not being attend the way we should have, they were getting upset. I told them if the waiter didn’t come within five minutes we could just leave and go eat somewhere else. We are not the type of people to start trouble so we kept the peace picked up our stuff and walked out the door. But as we made my way outside the manager noticed we were walking out without eating and stopped me. He asked us if we had eaten and if someone had waited on us and I told him no and that’s why we were leaving. He was very sorry and tried to convince us to stay but my husband was too upset and was already in the parking lot on his way to the car. So we left very disappointed.

WHY 5 STARS: Now you may be asking why I rated this restaurant five stars. You see a few weeks later we went back to the restaurant once again. SERVICES: Again we were greeted by the lovely Kathy at the door who gave us our menus and the seats we preferred. This time we had a very nice waitress named Ciara. I think she was a new waitress but not sure. She was so nice she got our order right away and was very pleasant and patient. My son had ordered a flat bread pizza but Ciara brought him a deep dish. Ciara apologized for getting the order wrong and offered to change it but my son being as nice as he is, didn’t want her to go through the trouble so he stayed with the deep dish pizza. While we were eating the manager approached the table and told us that he had remembered us from the last time we were there and to make up for our troubles he assured us that our meals was “on the house”. And that Ciara had made him aware of the error she had made with my son’s pizza and so he was going to bring him a flatbread pizza to go. We felt like 1 million bucks… the service there was unbelievable. My husband and I travel all around the world for business and we go to any restaurants and we have had many experiences but this UNOs restaurant gets the prize for the best recovery after a disappointing visit. You see no matter how many mistakes they made they topped it off with something even better. Their hospitality and generosity surpassed any mistakes or errors they had made.

I would definitely recommend my friends and everyone I know to...

I would like to explain my rating in 3 categories. Food, atmosphere, service.

FOOD - THE food was a solid 4 out of 5 when it comes to amaercanized chain restaurants. The food tasted more fresh and we'll thought out than a Chilli's or an Applebees. I had a deep dish pizza and I really enjoyed it. The pasta dishes and chicken fingers (they call them thumbs) looked like they should and other members of my party seemed to enjoy their meal. The salad that was at my table also looked as it should and generated no complaints.

ATMOSPHERE - It's an American chain restaurant with roots in Chicago. What do you expect? They had tables, booths, and a bunch of Chicago esque decor and the playlist they chose didn't stand out enough for me to be able to name one song (that's actually the way it should be). The restaurant was clean and staff friendly. All things in this category seemed in order.

SERVICE - The service was wonderful. My drink wasn't ever actually empty, the food came out quickly in comparison to the level of business they were doing at the time and our server was fun and easy to deal with. I would rate the service at a 5/5!

Overall. I liked the restaurant and all it had to offer. If I lived closer I'd likely be there at least 2 times a month if not more. I'd say if you need lunch or dinner and you want the safety of an American grill chain. This is...

Ok so where do I start? The first red flag was that the security guard was also the host?! It didn't take a very long time for our waitress to come take our order, but that was the last time she came to the table... seriously. The food was brought out by a server and she never came to check to see if we needed anything. I've been to other understaffed restaurants but I've never been served less in my life... I don't know if the menu changed but it seemed like less good options. Settled for the chicken parm. The chicken was soooo flat, dry, burnt, bland. Ugh... ok, the cups... they need to get rid of the cups. They are old dingy plastic cups that look incredibly dirty and disgusting even if they are clean. After we were done, had to flag down the multipurpose security guard who was playing bus boy at the time to get some water for my cousin and get the check because again our waitress never returned... and we were there over an hour. We got the check but knew our waitress wasn't coming back to get the card so again we got the security guard/host/bus boy/waitress to find her. Ended up getting up and waiting at the bar and paid there just so we could get out of there... obviously if I could give 0 stars, that's what my...