Lou Malnati's Pizzeria — Restaurant in Lake Zurich

We order from Lou's in Lake Zurich twice a month. My wife placed an order for pick-up on Mother's Day and received confirmation that our pizza would be ready at 5:40. We arrived on time, provided our phone number and were instructed to park and wait. In fairness, Lou's was extremely busy. We waited patiently for 30 minutes, watching as all of the cars that arrived after us were served. Over the next 30 minutes I asked three separate servers to check on or order. All three took our phone number, and went to check. The first two never reported back. By the time we spoke to third, we'd been waiting 55 minutes, and I'd lost patience. I told her that if our order had been lost, she should tell me and we would leave. She took my last name, phone number, and the order, and came back 5 five minutes later with our pizza, explaining it had been "lost." When I commented the the box was cold, she replied that I could take it home and heat it up. When we arrived home, the pizza was indeed cold. I'm now heating it in our oven. While I understand that sometimes stuff happens, this was ridiculous. It's bad enough that our pizza wasn't ready when we arrived, but leaving us sitting in the parking lot for an hour is inexcusable. We started ordering from Lou's when Gino's East closed in Lake Zurich a decade ago. It's time to find...

UPDATE: we recently gave Lou Malnati”s a second chance and boy we are happy we did so! Upon ordering our pizza at the Lake Zürich location, I asked to speak to the manager. Upon speaking to him, I advised him of our previous issues and he stated that he was a new manager at this location, and assured me that we would have an improved the overall experience. He was indeed correct! Our pizza was flawless! Thank you Lous for have a manager who cares about his customers! We will give an update on our next order and hope that we have t the same experience!

Unfortunately, I grew up right down the street from the original Lou Malnatis in Lincolnwood, and always loved their pizza. This is the 3rd time in a row this has happened to us from the Lake Zurich location! Pizza is NOT cooked although we asked for it to be WELL DONE due to the previous issues. Pizza is not edible and looks like it has a soup on top of it. It was super soggy and the dough on the bottom was uncooked. This location is so poorly managed and it is run by teenagers who have no idea what they are doing. Save your hard...

I've picked up from here several times without issue, but last night when I got home the box was soggy on the bottom. Sure enough the crust was extremely soggy as well. Tasted fine, but that crisp bottom wasn't there at all which was disappointing. The cheese didn't slide, the tomato sauce was all centered where it was supposed to be...not sure what the deal was besides maybe a crack in the crust and it leaked? But why would a pizza leak?

Well this morning, went to get something out of the car and I found what looked like solidified fat drippings or something in the seat seems of my leather seats. SUPER DISAPPOINTING! Spent 20 minutes cleaning it out of the seems/seat of my car.

Never had a watery pizza before, I'm really curious what I would've found when I opened it if it hadn't leaked all over my back seat.

I like your pizza but this was very off-putting...

FOLLOW UP: so they replied to me but it was just to get me to fill out a survey. Did nothing to attempt to...