Lou Malnati's Pizzeria

I love Lou Malnati's and it's the only pizzeria that I have frequented since I learned of it 13 years ago. I prefer their crustless and deep dish over their thin crust. The Malnati salad is my favorite salad, I think it's their dressing that makes it taste so good. On this day, I ordered a medium pizza from the Western Springs location for pickup. I was running late and the manager was nice enough to call me and he offered to make me a fresh pizza. I accepted and upon pickup he informed me that he made me a large pizza that was so kind. Dietary restrictions: Gluten free options. Parking: Lou Malnati's is located in a shopping center, there's a Mariano's, Small Cakes, Walgreens and more that share the parking lots.

I get a deep dish here about once a month. The past 3 times, the deep dishes have been soggy and oily on top. I take a few paper towels and soak up the liquid on top. It never used to be like this and I order the same pizza every time. I tried ordering it well done to help but it’s still soggy. The bottom of the pizza box gets soaked and the cardboard sticks. It still taste good enough. But it has been very disappointing.

The food is good and staff is nice but the past few times I’ve ordered I’ll show up at the pick-up time and still need to wait an extra 15-20 minutes for them to finish cooking my order, which is insanely annoying. I think they need to adjust the estimated wait times on their website when you place an order

UPDATE: They eventually responded after my review was posted and made amends. I appreciate that. Raising my review to 3 stars now. —— Received an incorrect item in our order. Pizza was satisfactory but the other part of our order was wrong and wasn’t eaten. Responded to a request for general feedback from them. Left negative feedback and they responded once asking for details, and after that they ghosted me. Poor communication and followup skills. I don’t plan on going to this location any longer.

Lou Malnati's is our favorite pizza spot, though due to its price, we indulge only occasionally. Yesterday, I picked up a small deep dish cheese pizza with onions and jalapeños from your Western Springs, IL location. Unfortunately, when I arrived home and opened the box, I found that all the cheese and toppings had shifted to one side, as if the box had been dropped. This caused half of the pizza to become soggy and oily, which also damaged/soggy the box. When complained, no refund, no discount. Never going here again.