***UPDATED***I am changing my review after speaking to the manager Eddie last night. After he explained the situation and apologized multiple times, it made me feel more understanding of the stress of the night. He made sure I was taken care of and valued as a customer. I will be giving this location a second chance.If I could give them -5 stars I would. Absolutely horrible customer service after we have been loyal patrons for years! Knowing they are always busy on Valentine’s Day my husband and I called and preordered heart shaped pizzas at 4:15pm (like we do EVERY year). They took our order and charged our credit card and said it would be ready for pick up at 5:45pm. When my husband arrived at 5:45 there was a line out the door he stood in for an hour and a half. To our surprise, he gets up to the hostess and she says we don’t have your order. He explains he called and placed the order and the credit card was charged and he was told to pick it up at 5:45pm. She then said that we could put his name on the cancellation clip board. They did nothing to resolve the problem and didn’t offer any assistance and also told other customers there was no manager on duty. Now, on a busy night for restaurants (which is why we planned ahead) my family including two young children have no dinner at 7:15pm. This is completely unacceptable and no way to run an establishment. I waited to call at 9pm when things settled down there to try to get a resolution and no one answered my calls. I will try again tomorrow to reach out to corporate. Carpentersville Lou Malnatis has indeed lost a loyal customer and I will be sure to spread the word on how they conduct business!
Service: 1
Gina Martino
This is the best pizza I have ever had and the customer service is always awesome!!! The girls at front are so friendly! We will definitely make this our regular pizza joint!!!
I left disappointed and empty-handed after a 90-minute wait. The issue was not just the long line that wrapped around the building, but a more profound problem with this locations organization and customer communication.The most significant problem was not the wait itself but the utter lack of leadership and effective communication with customers. There was no clear process for those waiting in line, leading to confusion and chaos. At one point, the situation became so disorganized that customers were at the register, attempting to help check people in—a clear sign that the staff was overwhelmed and underprepared for the evening's demands.This experience highlighted a critical need for Corporate to review and improve its internal processes and better support their employees.
Atmosphere: 1
Food: 4
Service: 1
Recommended dishes: Heart-Shaped Cheese Deep Dish Pizza
Greg Powell
Ordered it two days in advance. Showed up 15 minutes early . The building was full parking lot full and people already in line 1.5 hours no pizzaFINALLY AFTER 90 MINUTES THEY TOOK PUR NAMES AND STARTED OUR PICCA. NOT MINE BUT PEOPLE WHOD BEEN THERE SINCE 4.30 IT WAS 6PM. HAPPY VALENTINES DAY.. WORST IVE EVER SEEN ANYWHRRE . IN ANY COUNTRY.
Never been a big fan of Malnati's and this location pretty much keeps the same mediocre experience. I don't know how they do it, but they manage to take all the taste out of the crust and tomato sauce. I think they try to make it up with massive cheese. One piece of deep dish will give you acid reflux for a week. They are nice and the service is good, but the food is very much sub-par for the price.
Atmosphere: 3
Food: 2
Service: 4
Mary Housholder
I was just there to pick up some frozen pizzas because they are easy and delicious! ?
Food: 5
Geoff Yu
Food was good but unfortunately this restaurant is ran by kids with attitude.
Atmosphere: 1
Food: 4
Service: 1
Recommended dishes: Chicago-Style Pizza
Allen Lawnicki
Pan pizza sausage & garlic ? wow
William Greco
They always have frozen pizzas on hand! Super helpful!!
My friend Jackie ordered a pizza and asked for it to be cut. It didn't get cut, she contacted the mgr and to make up for it, the mgr sent her, to her surprise, a gift card for another pizza free. You guys rock!Thanks for coming to work today!!
Atmosphere: 5
Food: 5
Service: 5
Mister Mike
My hat goes off to the Carpentersville location, probably one of the best Lou Malnati’s pizza I ever had. 40 years of going to the Lincolnwood location the Elk Grove Village location, and Schaumburg location.This is the first time using the Carpentersville location because I’m closer to Lakewood, I highly recommend Carpentersville over Lakewood.Pizza was awesome. Keep it up Carpentersville I’ll be using you for now on.
Food: 5
Service: 5
Lone Surviver
It's a very good deep dish pizza. It is consistently delicious. A favorite in a field of really good pizzas.
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Chicago
Brian Cichanowicz
I'm always skeptical of satellite locations like this, but I got quite possibly the best pizza I've ever had from Lou's. Cooked perfectly and they didn't skimp on toppings which I've found at another location nearby. Order was ready exactly when they said it would be too.
***UPDATED***I am changing my review after speaking to the manager Eddie last night. After he explained the situation and apologized multiple times, it made me feel more understanding of the stress of the night. He made sure I was taken care of and valued as a customer. I will be giving this location a second chance.If I could give them -5 stars I would. Absolutely horrible customer service after we have been loyal patrons for years! Knowing they are always busy on Valentine’s Day my husband and I called and preordered heart shaped pizzas at 4:15pm (like we do EVERY year). They took our order and charged our credit card and said it would be ready for pick up at 5:45pm. When my husband arrived at 5:45 there was a line out the door he stood in for an hour and a half. To our surprise, he gets up to the hostess and she says we don’t have your order. He explains he called and placed the order and the credit card was charged and he was told to pick it up at 5:45pm. She then said that we could put his name on the cancellation clip board. They did nothing to resolve the problem and didn’t offer any assistance and also told other customers there was no manager on duty. Now, on a busy night for restaurants (which is why we planned ahead) my family including two young children have no dinner at 7:15pm. This is completely unacceptable and no way to run an establishment. I waited to call at 9pm when things settled down there to try to get a resolution and no one answered my calls. I will try again tomorrow to reach out to corporate. Carpentersville Lou Malnatis has indeed lost a loyal customer and I will be sure to spread the word on how they conduct business!
Service: 1
This is the best pizza I have ever had and the customer service is always awesome!!! The girls at front are so friendly! We will definitely make this our regular pizza joint!!!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chicago-Style Pizza, House Salad, Pizza & Wings Dinner Deal
I left disappointed and empty-handed after a 90-minute wait. The issue was not just the long line that wrapped around the building, but a more profound problem with this locations organization and customer communication.The most significant problem was not the wait itself but the utter lack of leadership and effective communication with customers. There was no clear process for those waiting in line, leading to confusion and chaos. At one point, the situation became so disorganized that customers were at the register, attempting to help check people in—a clear sign that the staff was overwhelmed and underprepared for the evening's demands.This experience highlighted a critical need for Corporate to review and improve its internal processes and better support their employees.
Atmosphere: 1
Food: 4
Service: 1
Recommended dishes: Heart-Shaped Cheese Deep Dish Pizza
Ordered it two days in advance. Showed up 15 minutes early . The building was full parking lot full and people already in line 1.5 hours no pizzaFINALLY AFTER 90 MINUTES THEY TOOK PUR NAMES AND STARTED OUR PICCA. NOT MINE BUT PEOPLE WHOD BEEN THERE SINCE 4.30 IT WAS 6PM. HAPPY VALENTINES DAY.. WORST IVE EVER SEEN ANYWHRRE . IN ANY COUNTRY.
Atmosphere: 1
Food: 1
Service: 1
Deep Dish pizza ? pepperoni sausage onion ? mushrooms ? jalapeñosWell done.!!!
Atmosphere: 5
Food: 5
Service: 5
Never been a big fan of Malnati's and this location pretty much keeps the same mediocre experience. I don't know how they do it, but they manage to take all the taste out of the crust and tomato sauce. I think they try to make it up with massive cheese. One piece of deep dish will give you acid reflux for a week. They are nice and the service is good, but the food is very much sub-par for the price.
Atmosphere: 3
Food: 2
Service: 4
I was just there to pick up some frozen pizzas because they are easy and delicious! ?
Food: 5
Food was good but unfortunately this restaurant is ran by kids with attitude.
Atmosphere: 1
Food: 4
Service: 1
Recommended dishes: Chicago-Style Pizza
Pan pizza sausage & garlic ? wow
They always have frozen pizzas on hand! Super helpful!!
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Chicago-Style Pizza
Restaurantji Recommends
My friend Jackie ordered a pizza and asked for it to be cut. It didn't get cut, she contacted the mgr and to make up for it, the mgr sent her, to her surprise, a gift card for another pizza free. You guys rock!Thanks for coming to work today!!
Atmosphere: 5
Food: 5
Service: 5
My hat goes off to the Carpentersville location, probably one of the best Lou Malnati’s pizza I ever had. 40 years of going to the Lincolnwood location the Elk Grove Village location, and Schaumburg location.This is the first time using the Carpentersville location because I’m closer to Lakewood, I highly recommend Carpentersville over Lakewood.Pizza was awesome. Keep it up Carpentersville I’ll be using you for now on.
Food: 5
Service: 5
It's a very good deep dish pizza. It is consistently delicious. A favorite in a field of really good pizzas.
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Chicago
I'm always skeptical of satellite locations like this, but I got quite possibly the best pizza I've ever had from Lou's. Cooked perfectly and they didn't skimp on toppings which I've found at another location nearby. Order was ready exactly when they said it would be too.
Love LouMalnati’s pizza, it’s The Best!