Nancy's Pizza Chicago West Loop — Restaurant in West Chicago Township

This is my second time visiting Nancy's pizza in West Loop. I had high hopes for this restaurant as it's in my neighborhood and seemed like it would be a good, family friendly place. They just can't get themselves together.

The first time visiting, we came in for a hopefully quick lunch with my hungry 2 year old. We did not order pizza, knowing it would take some time, and stuck with sausage, fries and boneless wings. 45 minutes (and one screaming kid) later, we still had no food. I asked for some tomatoes (anything!) To tide over my daughter but then, another 10 mins later, nothing - they never came. Finally our food arrived. Asking for ketchup took another 15 mins and finally, our check was incorrect - charging us for food we didn't order. They couldn't figure out how to reverse the check so gave us some cash.

Tonight we tried to go to try the pizza. We ordered everything all together. Our kids pizza came quickly, luckily. The salad dressing was extremely salty and had to be sent back. While we thought we had ordered the adults a stuffed pizza, when we received it, it was a rustic crust just like the kids but arrived 30 mins after?! Why wouldn't it have come the same time? We also received the pizza with toppings we did not want. The waitress did take off some of the items from the check, however, when we asked for our leftover food to go, it somehow DISAPPEARED! Eventually, the waitress came back and said "here is someone's to-go pizza - I'm not sure what it is." And left. No manager ever came to talk to us either time, no real remorse for any of the situations. Service wasn't great - had to ask for napkins, not frequent checking on us, etc.

Maybe third time's a charm? Not sure...

End of July we happened upon Nancy’s pizza after a drop off from Atlanta Airport. First impression is nice, servers were very prompt and let you know that everything was baked fresh to order so it would take a little time for the pizza to come out. We ordered a specialty all meat pizza, which pricing is based off of toppings so you pay for everything you add on the pizza. A little pricey for pizza but they really load you down with toppings!

On to the pizza which was delicious by the way, the five star review comes from the service!! As I was mid bite stuffing my face, I pulled a piece of hair out of my mouth😭. Horrible, as I was not truly sure if the hair possibly fell from my head or was already in the pizza. I notified the server of the situation and she leaped into action completely apologetic and offered to make us a new pizza or just comp the pizza. As I said pizza was so good and I was mid bite so we opted just for a fresh pizza plus we were two hours from home so needed to eat. Even though the waiter had already taken care of the situation the kitchen / manager I believe came out and apologized once again and not only did we get a fresh pizza , she still comped a portion of our bill for the inconvenience. And if that was not enough the Owner! Then comes out and apologizes personally and gives us a discount card for our next visit. This truly spoke volumes to us because it is not often that you get that type of personal service! We will definitely make sure to stop back in whenever we are headed back to the Atl Airport. Thank you for having such...

3 stars for the pizza itself, 0 for the service. So 1.5, and I’ll round up to 2 because this experience isn’t the norm.

Nancy’s really missed the mark this past Friday night. It was Valentine’s Day and the coldest day of the season. I placed my order around 6pm, and walked to pick up at at 7:15. There was a long line waiting at the pick up window and it appeared they were running behind. When I got to the window they informed me it’d be another 40 minutes or so, the pizza was not yet in the oven. —-fine. It happens. Restaurants are busy, short staffed, etc. but say something. Send a customer an email saying their order is delayed. Or pick up the phone and give them a call? Anyway. I figured at this point given the day, I might as well wait it out because placing another order elsewhere would be just as long. I asked them to give me a call when it was done so I wouldn’t come back for no reason. At 8:15 I decided to call after not hearing from them. The phone rang a long while before being answered then I was immediately placed on hold. When I inquired about my pizza I was met with attitude, like I was being inconvenient. Finally got my pizza. The cheese was hard, it didn’t have much sauce. Not their best.

All in all, really could have done better with customer service as it is at least half of the experience a consumer has with a restaurant. And things happen, but usually restaurants try to make thing right, not make you feel like a pain in the rear. Huge...