Lou Malnati's Pizzeria — Restaurant in Geneva Township

Steer clear of the Geneva location, RaF. Can’t rate food because they never made my order. Manager kept talking over me, provided no apology. I was trying to speak then treating me like I was making a scene when I was trying to ask questions. This was after my husband went inside to pick up order and man with accent was telling my husband he was the only person taking orders all day and did we call a different location. I then called the location and the person who took my order answered the phone, and I explain my husband was inside trying to pick up order that he took from me, I asked where is our order, and asked why person speaking with accent lied and told my husband he was only person taking orders all day. He then put me on hold for manager, so I went inside the location while waiting for someone to come back to phone. Basically no accountability and stated people make mistakes, which is true, but you don’t treat the customer rudely by cutting them off and speaking over them and then say they are making a scene when the manager is the person who escalated it. Then I tell them forget about the order as we could not wait another 35 min. No offer of delivery or anything. Then as I am leaving he apologizes to the people in the waiting room, this really got me boiling so I turned around and said your apologizing to them, you should be apologizing to me. The manager made me out to be a “Karen” while his actions were what escalated...

What do you want 1st? Good or bad? The good is that the pizza is always what we've come to expect from Lou's. We always order a deep dish and (2) Family Style Malnati salads. One salad for that evening and a second for the next day. We like them that much. The bad, more times than not they screw up the dressing. In the past, to try and eliminate the dressing error issues, we've ordered gorgonzola on the side thinking that we were ordering gorgonzola dressing on the side and the secondary dressing as well. After speaking to a manager I was told that I was indeed ordering gorgonzola cheese on the side. Not dressing. They agreed that this was confusing. So I started ordering the salad with gorgonzola dressing and then we ordered a bottle of their secondary dressing to eliminate the errors. Can you believe that last night, instead of sending the gorgonzola dressing they sent two large cups of the secondary dressing as well as a bottle of the secondary dressing. We had enough of the secondary dressing to bathe in it but none of the dressing that we really enjoy. I can't believe how many times they have screwed up our order over something so simple. I have given up calling them. It doesn't change anything. Food is good, attention to detail stinks! If you want to be sure that your order is correct, pick it up and inspect your order at...

I love Lou's, but service has been poor.

Ordered pizza at 5pm, was told a half hour. Decided based on prior visits to stretch that to 45 minutes... Get there, place is packed, put in my name and there is confusion about my ticket and the spelling? Which is odd since the number should be beside the order, but whatever. Pay, no receipt and wait... and wait... and wait.

The 10 or so folks in front of me get their food and now new customers (door dash in particular) are getting their items. I get up and once again ask about my order. Seems there was some sort of issue with the ticket? And I overheard one of the employees mention reprinting it. They apparently broke my name into two? Odd given when ordering we said the our order 3 times over on the phone for clarity....

Wait a short while longer, food comes out and a employee gave my a large salad instead of a small for waiting which was appreciated.

That said from order time to the food in my hand it was nearly an hour and a half with waiting in store for close to 30 minutes. The pizza itself was soggy and hardly warm. Disappointed.

I understand businesses get busy and I appreciate how they seem to hire younger local folks, but this isn't the first time service has...