Lou Malnati's Pizzeria - Carol Stream

After my family has been going to this location for years, I think tonight my Dad and I received probably some of the worst customer service that we have ever experienced. If I could give zero stars, I would. My Dad placed an order for 6:00 online. My Dad conciously ordered early my Mom has a meeting tonight at 7:00 on the our neighborhood board, so we scheduled ahead of time to 6:00. My Dad and I arrived at 5:55, and I went in. I was told by the young woman at the counter that the pizza was not ready yet and it would be ready in five minutes and brought out to the car. Ten minutes had passed, and there was still no pizza. My Dad went in, and when he asked about the pizza, the one woman was confused and then explained that she gave the pizza away. I'm sorry, I get mistakes happen and working in the food industry is not easy, I try to be patient and empathetic? But how do you give away the the same pizza? I gave the young woman the name on the order so how do you just give it away? I think the most appauling thing was the lack of empathy and indifference on the manager's part. There was no resolving of the situation besides to have the pizza delivered to our house which in being curtious means tipping the driver. If you mess up, at least maybe try to resolve the situation and give the customer the money back for the original pizza versus force them to continue with already bad service. The biggest thing I'm upset about is the apathy and failure to be apologetic or make things right especially after being long time customers. I would highly recommend going somewhere else. As a tip to management, Iwould recommend you give a little more care or you will be losing long time customers and business.

Lou's pizza is always great, but it tastes better to me when I get it from this location. I think they might add slightly more sauce than some locations and add more butter to the buttercrust if you get that option. This location gets very busy, so I recommend pre-paying for your pizza and having them bring it out to your car. They have more employees running pizzas out to cars than they have people working at the front desk, so if you go inside to pay, getting your pizza can take significantly longer, especially if you get stuck in line behind a person trying to order their pizza at the restaurant that doesn't know what they want...

Ok. This review is waaaay late. We live in Wheaton and have ordered a TON of pizzas from here for almost 20 years. I've always been impressed with the delivery from this Carol Steam location. Prompt! Fast! Polite! (Our tips reflect that, I hope! And, during the pandemic, the delivery folks were MORE than awesome! Thank you!

Pizza was over cooked and the thin crust must have been sitting for a long time as I ordered it uncut the bottom was still flimsy. I usually go to another Lou’s and have never had such a bad pizza! The cheese bread was cold and had the indentations from the marinara container. 0 stars if I could.

I had a coupon for a frozen pizza. There 's not much to say. I picked a pizza out of the freezer, brought it to the counter, gave them my coupon, they bagged the pizza, I said, Thank you, and left. Lol. The woman at the counter was friendly. The place was clean.