Gonzo's Rock & Roll Pizzeria — Restaurant in Sandwich Township

I grew up in the area, but now live out of state. However, one of the best qualities of the community is how much local support goes behind supporting local business owners. Anyway, decided to order a pizza. Based on the reviews chose Gonzo's & ordered a 10" deep dish +fries. That order was placed through Gonzo's online ordering partner "Slice". I went to look at the menu and prior to ordering it said that it would be a 50 min wait for delivery. Not ideal, but given it was 4:50 p.m. in the afternoon we went ahead and ordered. After placing the order our estimated delivery time was 6:05 pm. Ok...that is now a 65 minute wait and seems extreme, but ok... it is only 4:50 p.m. Then about 10 minutes later I get an email that the time has been "re-estimated" and it will be a 105 minute wait and our estimated delivery would be 6:35. Whoa...that is a bit extreme even for the busiest places, but ok....we are already committed. At 6:40 still no pizza, so I call. This woman answers the phone. She says let me check, sees the order asks someone about it which I hear him say it is not ready think he said still in the oven and then some more talk which I couldn't hear. Then instead of apologizing or even trying to attempt any type of customer service she defensively gets back on the phone and says very rudely - we are only 2 minutes late. I mean, I'm not arguing, but its only 2 minutes. I say well that isn't exactly true- she talks over me attempts to say she isn't arguing, but argues more. I say well to be fair we placed the order at 4:50 p.m. its now 6:45 p.m. and prior to ordering were given a 50 minute estimate, after ordering we were given a 65 minute estimate- both long as it is ... she starts talking over me again about how they "have the right" to change the time on the orders and I say - and you did to 105 minutes changing delivery from 6:05 p.m. to 6:35 p.m. However, now it is even past the 105 minutes and you guys are still not here. She continues to argue about how they have the "right" to change the time and they are only 2 minutes late. Never gives an apology, never says I can understand the frustration - just hell bent on proving her point how they have the "right." Then she says, she was going to offer me a free pizza. I said what do you mean, you are refunding my card b/c (having ordered through 3rd party services like Slice before, I know that isn't possible)- she says NO! on my next order. I said, well doesn't really do me any good b/c I don't live here. Then a man gets on the phone I can only assume is the owner...possibly a manger and says "what do you want me to do." I say I want you to bring the pizza I ordered and pre-paid for 2 hours ago. He never apologizes and goes down a laundry list of why his day was rough (reminder I ordered this pizza at 4:50 p.m. and now its 6:50) and yada, yada. I say this customer service is terrible you guys have yet to apologize or even acknowledge this is an extreme wait. He starts going in again and I finally say, I don't understand why you are being a d... at which point he starts MF ing me. Tells me to call fing Slice, cancel my fing order, f this, f that. Which I promptly hung up & did. Now, they have great reviews from locals. Most appear to say the pizza is good. I'll trust them, but also believe that most reviews are from local people who know "Gonzo", like the music, and/or just want to support a "newer" local business. If you actually read any review that says anything negative, you can immediately see Gonzo go in and blame the customer. Another person here even reviewed how Gonzo decided to call him on his cell to MF him. Classy. This town isn't that big, if your go to is to treat paying customers that way it is a problem. Again, look at the defensive remarks to any review that isn't glowing or just read Gonzo's reply to this one. I'm sure it is coming momentarily. This is the type of customer service and accountability you can expect. For the record, when I called Slice they were extremely apologetic & refunded my money...

I ordered a pizza for delivery yesterday, after about an hour or so I called to check on the status, apparently there was a misunderstanding and they had it marked for a pickup. Didn’t really feel like driving to pick it up, so I kindly explained I’ll cancel my order, they said that’s fine sorry for the misunderstanding. 2 minutes later I get a phone call from the owners cell phone, I explained to him that when I call genes ( another local restaurant) that they have my number associated with my address, he proceeded to tell me this ain’t no motherf$@$?&! Genes, and asked me if I knew who the f$;& I was talking to, and literally was yelling at the top of his voice, all over a simple misunderstanding. Very unprofessional, and very inappropriate way to handle customer relations, I’ve spent ALOT of money on food there and after this, they have absolutely lost me...

I found Gonzo's on both Google plus and Yelp and am grateful for the accurate 5 star reviews. I live in Chicago and went to the Sandwich fair. Gonzo's is a very close second to Vito and Nick's in Chicago and that is a very high compliment. Their sausage topping is the best I have ever had. The thin crust was awesome and a very close second to V&N. I gave V&N a slight edge because their thin crust is unmatched by anybody that I know of. Gonzo's is a must try if you are anywhere near Sandwich. I will be returning whenever I visit my friends in Somonauk. Try Gonzo's once. You will be very glad that you did!. HIGHLY RECOMMENDED! (Our waitress, Paige, was very attentive and gave us great service and made my wife and I feel...