Lou Malnati's Pizzeria — Restaurant in Dundee Township

UPDATED I am changing my review after speaking to the manager Eddie last night. After he explained the situation and apologized multiple times, it made me feel more understanding of the stress of the night. He made sure I was taken care of and valued as a customer. I will be giving this location a second chance.

If I could give them -5 stars I would. Absolutely horrible customer service after we have been loyal patrons for years! Knowing they are always busy on Valentine’s Day my husband and I called and preordered heart shaped pizzas at 4:15pm (like we do EVERY year). They took our order and charged our credit card and said it would be ready for pick up at 5:45pm. When my husband arrived at 5:45 there was a line out the door he stood in for an hour and a half. To our surprise, he gets up to the hostess and she says we don’t have your order. He explains he called and placed the order and the credit card was charged and he was told to pick it up at 5:45pm. She then said that we could put his name on the cancellation clip board. They did nothing to resolve the problem and didn’t offer any assistance and also told other customers there was no manager on duty. Now, on a busy night for restaurants (which is why we planned ahead) my family including two young children have no dinner at 7:15pm. This is completely unacceptable and no way to run an establishment. I waited to call at 9pm when things settled down there to try to get a resolution and no one answered my calls. I will try again tomorrow to reach out to corporate. Carpentersville Lou Malnatis has indeed lost a loyal customer and I will be sure to spread the word on how they...

Let me start by saying that I love Lou Malnati‘s pizza. I grew up in Schaumburg and I’ve lived in the Northwest suburbs my entire life. Out of all the different deep dish pizza places Lou Malnati’s is number one in my book. With that being said I was very excited to see that Lou Malnati‘s opened a small storefront takeout near my home. I ordered a large deep dish the other night and picked it up. Got it home and as soon as I open the box I could tell that it did not look like a true Lou Malnati‘s pizza. After taking my first bite I became extremely disappointed and wondered how this store can get away with calling this Lou Malnati’s. The crust was different, the sauce tasted different, and the overall quality of the pizza was poor. I would not go back and eat that pizza again from this place. I frankly prefer any Pizza Hut pizza to what I received from this restaurant. It is a shame because clearly they are trying to get away with using the name without truly providing that same quality product. Not sure what the real story is behind this, but I do not recommend going to this particular Lou Malnati‘s. Stick to the one in Schaumburg or Lake in the Hills which are the two closest “Real” Lou Malnati’s to this location. Do not order pizza from this place and expect it to be a Lou Malnati’s quality pizza or you too will be very...

I left disappointed and empty-handed after a 90-minute wait. The issue was not just the long line that wrapped around the building, but a more profound problem with this locations organization and customer communication.

The most significant problem was not the wait itself but the utter lack of leadership and effective communication with customers. There was no clear process for those waiting in line, leading to confusion and chaos. At one point, the situation became so disorganized that customers were at the register, attempting to help check people in—a clear sign that the staff was overwhelmed and underprepared for the evening's demands.

This experience highlighted a critical need for Corporate to review and improve its internal processes and better support...