Lou Malnati's Pizzeria — Restaurant in Palatine Township

Lou's my favorite pizza place on the planet. Makes delicious pizzas. The best of the best! I typically order a pizza or two 2x a month. I am hoping this review gets someone's attention at the place to correct some deficiencies. Don't get me wrong, the managers are always willing to correct the mistake, but I would much rather they not have to do that and just improve the service. And before anyone says anything about the places being short staffed, that is not an excuse for what I am about to explain. I have been more than understanding for time. I have ordered pizzas directly through the lous app, through door dash/grub hub and called directly. No matter how I order, they are batting a 50% average on whether my order shows up correct or not. I can understand a mixup now and again, but we are pretty close to a 50/50 chance for a correct order. Again, the managers are more than understanding and helpful, but I would much rather just have a correct order. Now my last experience (just last friday) I ordered a pizza through door dash. I ordered the pizza late afternoon hoping to beat the Friday pizza rush. Door dash said 45-60 min for pizza delivery. When I see that I now just expect 90 min. Give everyone a little extra time (you know because of the short staff idea). Well finally after 90 min AFTER it was supposed to be delivered I drove there myself to see what was going on. I picked up my own pizza and finally made it home 2 full hours after it was supposed to be delivered to take a bite into my undercooked pizza. Was I upset I had to pick up my own pizza that I paid for delivery and tipped the driver nicely (for something they didn't do) yes, did I yell and complain when I got there, no. Not at all, just explained what happened and picked up my pizza. What really sucked was a completely undercooked pizza (you could still see and pick the layers of cheese off). And I always order my pizzas well done. Please Lou's step up your quality control game. I don't care if I have to wait a bit longer, just deliver the pizza I...

Horrible service, no management but food is still up to expectations. The service and lack of management at this place gets worse every time I order from this place. I ordered a deep dish pizza, pasta, and salad and after showing up to pick up my food on time I ended up getting my pizza and pasta over 45 minutes past the time of pick-up. There were people who were waiting there longer than me and not even given a apology for the huge inconvenience. I was given my pizza with two bags assuming one had pasta and one had the salad. That was not the case it had plates and napkins in one and pasta in the other. I ended up having to go back in there and it took me around 5 minutes to see someone who I could ask to get me my missing salad, in total after going back in for my salad I waiting another 15 minutes. I don't see how it wasn't possible for the person to give me my salad once I notified him it was missing rather than have me wait 10 minutes for someone else to ask me what I was waiting for them go into the fridge and get the salad like the first person should have done. That's not to mention the poor waiting space with one place to sit which seats maybe 4 people. Unbelievable, poor, careless service, paired with great tasting food. Please improve the customers experience or take action when making your customers wait for a significantly long time and or when you...

My sister ordered a pizza for a 5:30 delivery at 1pm today, online. Marked down that she would pay cash at time of delivery. Around 5:30 she received a message from the place about using a credit card. She immediately called back, decided to give a CC # instead of cash. She asked when was pizza coming, she was told in a few minutes. I got to her house and at 5:55 still no pizza. She called and was told it would be another 15 mins. She asked for manager. He got on and said that he called her at 5:30 and no answer and the pizza delivery man was there at 5:30 and no answer. That her pizza was in the delivery car. She explained that she had talked to him, the manager, at 5:30 about the credit card and nobody came to the door and why would it be in the car for 45 mins. He acted like he never talked to her. I checked her phone only 1 call and 1 message about credit card, which again, she did return his call. No other calls or messages were on her phone. We told him we didnt want cold pizza, he said if they make another pizza it would be another 45 mins. We let him know this situation was not professional. We said we wanted the pizza hot. 45 mins later the deliveryman at door. Pizza wasnt great, we ate what we did, within 15 mins I had a terrible stomach ache. I am not saying it was the pizza. Seriously it was not a good experience and they lost...