Giordano's — Restaurant in Gurnee

I barely ever leave a review but our experience definitely warranted one here.

We arrived today at 11:45 AM. Not busy at all. The Brushetta appetizer I always order, was so tough it couldn't be chewed or cut with utensils (literally rock hard). Promptly new bread pieces were brought to the table by a person referenced as a manager. But ..I had to rebuild them myself from the bad order as he ONLY brought bread pieces... so not the same with no Balsamic drizzle or really even hot at this point. My sister in law, Paula, with her 3 children joined us and only asked for water and menus while the waitress was still there at the table discussing my dissatisfaction with my Brushetta. Our kids order an appetizer plate to get by. When my deep dish pizza was DELIVERED to the table (forever later) the waitress asked, THEN, if my sister in law would like to place an order. During the time lapse between this point and her previous appetizer swing in, the waitress and hostess avoided EVERY single effort anyone at our table made to flag them down for assistance. Including from our 4 teenage children, in addition to 3 adults, my husband and I in the mix. No waters STILL!!! This is all happening even after my sister-in-law got up and asked the SEATED hostess at the hostess station if she could receive her requested waters after waiting so long already to being told by this seated employee/ hostess, "it wasn't her job." Really!!??!! So...... helping customers where you work in CUSTOMER SERVICE as a profession isn't in your job description???? Paua now requests the manager.

We drove all the way back here from out of state. We try to stop in each visit. Not sure ever again! We return often, family and friends in the area, as we formerly lived in Grayslake/ Wildwood.

"The Manager" on duty told us they were understaffed do to one employee drinking too much the night before and apparently home puking, a new cook, and inexperienced wait staff. What manager tells customers this???

BTW- only the bus woman and Manager brought or refilled our beverages at any point we were there. It's the only time I absolutely refused to leave a tip!!!!

Disappointing experience in every single way!!

Worst $87.15 we've ever spent! And that was only my bill. My sister IL law actually received a 20% discount on her two sandwiches order but only after requesting it after speaking with the manager. Another $25 order at our table.

All staff were and are at fault here!!!!! Shame on you for representing your employer in such a rude and disrespectful way!! And.... You were given every opportunity to, at the very least, apologize. Truly hope the "Hostess" no longer is employed there after today and we wish no ill will on anyone as a norm....but honey you are in the wrong business!!!

Many dishes broken while we were there (which your staff laughed and joked about!), bad service, disappointing food quality.....you may want to be considered for a Restaurant Impossible episode!!! Overhaul this...

I initially called in and ordered a deep dish chicken deluxe pizza to go. I was told it would take 45 minutes (to be expected for a deep dish). I was literally across the street at Gurnee Mills Mall when I called. Thus, I arrived at the restaurant within five minutes of my call. Upon pulling up in the lot, I ran across a friend from college who ironically was in town to see his son graduate from naval boot camp. I was alone, but they had a party of 9. I immediately asked if I could change my order to dine-in so that I could join them and play catch-up. Mind you... I still had another 40 minutes roughly for my pizza to be done. The guy at the to-go counter said that once an order is placed to go, it can't be changed to dine-in. Though this made zero sense to me, I'd have to abide by it. But it was the attitude of the to-go guy who made the experience go south. He had to add to his response, "Did you read the signs?" He said this as he pointed to 3-4 different 8x11 pieces of plain paper taped to the hostess stand up front. There was no one at the hostess stand, and I'd walked straight to the to-go counter when I came in. So, no, I hadn't read the signs as my mind was on changing the order. And I probably wouldn't have taken the time to read 3-4 different sings if I was simply coming to pick up my order as initially planned. However, it was unnecessary for the question to be asked if he'd already said no! I waited for my pizza, put it in the car, and joined my friend and his family. The bill was almost $330, which included an upcharge for a large party AND an automatic gratuity add. FYI... this information was on one of the 3-4 signs at the hostess stand. So, we have all these built-in fees and attitude and have to read a dissertation before being seated, but the waiter can't bring my to-go pizza to the table with the rest of the food because I initially ordered it to go? Make it all make sense! The ONLY reason I gave a 3-star rating is because when I finally got home and ate my pizza,...

I have been a been a customer of Giordano's for a few years now. I had never dinnered at the one in Gurnee., everytime I have a chance to be in the Chicago loop I would stop at their Jackson St location. Just not too long ago both my girlfriend and I were desperately craving some good pizza and the first place we could think of was Giordanos. We couldn't afford to get on the highway on rush hour and drive an hour+ to Chicago, so we decided to go to the Gurnee location. Their waiting time amazed me since w I would normally have to wait over an hour in Chicago JUST to be seated. Here, within seconds we were greeted at the door and seated. We ordered an appetizer while our pizza was cooking; cheesy garlic bread. Not too long after our appetizer, I experienced a horrible customer service. Our waitress did not stopped by our table whatsoever to ask if we were doing okay. The ice melted in our cups and I had to get up and look for a waitress for a refill. 1hr had passed since our appetizer and our pizza didn't seem to be ready. Yet again I had to get up from my table to ask for the status of, for which the cook CLEARLY stated he forgot to take out the oven. Shortly after the pizza was brought to our table and this is where my disappointment on such a great company began. The crust was COMPLETLY burned and there was tomato juice all ever the place. The bottom crust was saggy and tasted like a wet sheet of paper. Again our waitress did not bother to ask how we were doing and not too soon i found myself off my seat again to find my girlfriend and I another refill. I had to walk up to the cashier and and look for my ticket since my waitresses didn't seem to care about us. Sadly I had to leave 4 discussing slices of pizza in the table, something that I regularly don't practice, but didn't feel sorry since I beleive a homeless person would throw at my face if a bite was taken. I will still eat at the Chicago locations but not gurnee...