Lou Malnati's Pizzeria

The app works great and looks great. The one issue is that it Lou Malnatis only lets you redeem one reward per order. Which is fine that’s the rules. The website grays out so after you loaded one item as a reward it prevents you from loading a second item to redeem a reward. The App Store version does not which means you load two items to redeem with rewards and it does not stop you. When you try and process the order it says it can’t process it at this time which might leave the user to think the system is down or something g wrong with their credit card. That’s the one issue with the App Store version otherwise it’s a very good app.

I love Lou Malnati’s pizza, but I have had long running frustrating issues resolving problems with their app. It all started when I opened the app to find someone else’s name and phone number in my app. The manager at my local store couldn’t do anything about it and told me to call corporate offices. I left messages and no one called me back. I tweeted at their Twitter account and whomever manages this finally put me in touch with someone via email. This person said my account was not breached and to make a new account. Apparently my account has been closed although I am still using the app with my associated email account. I tried to make a new account with my existing email address (I don’t want to use another email address) and their system will not allow me to do so. Meanwhile I’ve been ordering pizza at least monthly for the last six months and my app will not show my reward points. I emailed my corporate contact again and told him I could not create a new account and that I was not receiving points. No response.

I have been a lou malnatis app user for over 2+ years and the gift card load/use is much better than when I first started using the app. No longer need to call to see and use my balance. Ordering has always been good and is now better. Only thing is restaurant location, I seem to be worried that when I am visiting family in Libertyville, I wind up ordering from my other family’s home in Bolingbrook. Otherwise, keep up the great work.

Your online rewards points are not reducing the price of the item you use the rewards points for. So I have been calling in my orders to use my points. Other problem, when I call in my order I don’t get any new points added to my account for my order! I’ve been jipped out of a lot of points and money before I caught this problem with the app. That is not a cool thing to do to your loyal customers. I’m very disappointed. This has been broken on the app for 6 months or longer, wonder how many people are still using the app and have been charged for their rewards food items? I know I was one of them a few times before I caught it. This needs to be fixed ASAP! PS I told my local Lou’s about the app issue several times and they just say oh, I’ll let someone know... clearly no one has contacted the right person or it’s being done on purpose. Either way, not cool!

Like how easy it is to find the items I want to order and the check out process is smooth. The system often loses my stored credit card information and even though it seems like it’s supposed to remember my prior order for easy reordering the system has a message each time I log in indicating it’s my first order even though it clearly isn’t. It dies correctly calculate and retain my points from order to order however so these glitches haven’t been too concerning. I do like how quickly the reward points add up to allow us to get a free pizza every few orders. Overall much more convenient vs the old days when I had to call to order!

Great pizza. Horrible rewards program. They sent me any email saying that all of my hard earned points would expire at the end of the month. Any reputable business establishment does not make their best customers points expire ever. I had 363 points saved up, and then their app only let me make one purchase at a time. Also, they don’t have any lower enough thresholds to use your leftover points nor do they allow you to use the remainder of the points to get a discount. So you earn points with real money and then inevitably at least some of them will go lost into cyberspace. I think that I will be buying my pizza elsewhere from this point forth. I shared these frustrations in an email to them that they never responded to. Horrible customer service.

Lou Malnati’s app is horrible. Every time I try to make an order on the app there is an issue. It will say welcome back [name], show my name/email/phone/order history. Then I make a new order. But I cannot check out, because it says I’m not logged in (I already am). It causes a feedback loop of my logging in over and over again but never lets me check out. I try to reset my password, but it says my email doesn’t exist in their system. But I’m still actually logged in, and can see my email right there. There are no typos. This happens every time I use the app. It’s incredibly frustrating, I hope they fix it soon. I love the pizza but the app experience is so bad I don’t order nearly as often, and when I do I call the restaurant to avoid the broken app.

I was using the app with no issue until one day I tried submitting an order and it said there was an error and it couldn’t place the order. I tried a few different things and it didn’t let me place the order. However, when I checked my bank account it had charged me for every time I tried to submit the order and no order was actually placed. I contacted their app support team and they said they’d provide a refund within 3-5 business days. However, after 5 business days I reached out to see what the status is and they will not respond to me anymore. It has now been a few weeks since the issue was reported and they will not respond to any inquiries. The app support is non-responsive.

The app a few years ago was fine. I could order as I walked down the street. A few ‘improved’ apps did not work. So we could not use app and had to call store. So we ordered less. Developer contacted me and said there is a new app. It works! Easy to order. Had to once again enter most of my personal data but hoping this time the app keeps getting better. Easy to order. A few awkward user interface issues but really nice. Ability to add gift cards and see balance is awesome. So happy this app works.

The old Malnati’s app was perfect and I don’t know why they decided to change it. They lost all my previous order history. I tried to order the same pizza that I’ve ordered for the past 5 years and the app said it couldn’t find my information, but it added it to my cart - so it had 4 pizzas in my cart that I had to delete. I don’t know if this was a cost cutting move, but the new version is hard to use, confusing, and terrible!

I have complained about the old app and had problems with the recently refurbished app. I was forced to use the web page to order. For several months I’ve had to resort to old school landline to order a pizza. (My gift card disappeared and I couldn’t add another.) Tonight, everything went right and I was able to order and pay with the balance on my gift card. Hooray!

I request curbside is this appand it appears to still be an option as of this order. However, last order placed. I waited forever and I finally had to walk in. I could really use curbside, seeing that I have mobility issues. I was told bythe manager, that I can call and ask to have it brought out. I don’t always travel with my phone. So which is it? if there is no curbside update the app to reflect that. And then perhaps offer an additional information box. As I can park in the handicap spot right in front of the Farnsworth store and I can make that request there. But then they have to read it!

Up until now, Lou Malnatis app ordering has been a real problem. Either the credit card wouldn't go thru or the order itself would not be accurate or stay in the cart when it came time to check out. Updated app used just now was fast, simple and uncomplicated. Hope this continues as we really have good luck with the pizzas from the Carol Stream location.

Thank you ssssoooooo much for fixing your site. I never could get through it and would always have to call about the problem and then have the store fix it when I got there. I just dreaded using the app. This was the first time I got to the end with no problem. What a treat!! Thank you again for getting it fixed. Absolutely love Lou Malnoti’s. Grew up on it. Even good cold for breakfast.

First, let me start by saying we order from Lou’s often - at least once a week. I had over 700 points on my account and it suddenly went blank - back to zero! I asked about it at the store while picking up a pizza and they said they had heard of a system glitch - so I waited. Nothing happened so I have sent emails, I even called and was promised that my message would be forwarded to IT. STILL NOTHING. It’s aggravating and now when I order it never reflects the purchase - more points going out the window.

We are a loyal Lou’s household (36 orders in 2023). The new app released this year is the worst app I have on my phone. It doesn’t remember my address, let me select previous orders or a favorite order (we order the same thing every time), and I have to upload my credit card information every time I order even though I select “save my card” for future orders. 9 out of 10 times I end up calling the store because the app makes me want to throw my phone in the street. I can’t believe this app passed whatever tests existed to get this thing out into the world. It’s terrible. But I can’t stop eating your pizza despite my disappointment in your app.

App is great just sad I can no longer order a pizza for the next day after the store is closed. Aside from the fact I’m completely addicted to their pizza the ability to have a pizza show up at the same time I’m waking up was a big part of the reason I’ve been ordering one every week for the last few months lol.

I think they actually got it working. After months of frustration, they may have fixed it. I don’t think the app is an improvement over the old version that worked but it is a huge improvement over the last couple months that it hasn’t worked at all. Only got one weird error message saying that I couldn’t redeem something and do something else but I ignored it and clicked through and was able to submit my order.

—Cannot find a way to enter gift card or gift certificate numbers to pay for a carry out order. —Have tried to change my name (to capitalize my first & last names) but the info does not appear to “take.” —Cannot view or edit credit card info; only delete. —Could not figure out how to request salad fixings to all be “on the side” during customization. —Overall, hard to navigate and pretty cumbersome. The look of the app is nice and the customization of pizza seems to be good.

I have tried to use app for gift card in the past and no explanation that you have to use “Cash”. Finally figured that out. Today I tried to redeem points for free pizza but in cart I could not check out because it wanted the field for Palatine IL drive up choose location was not allowing me to enter pickup info on car make and color. I finally had to clear order and put in to buy a pizza, then went to cart and entered info, then went to Rewards to redeem free pizza, then went back to Cart and removed the $25 pizza leaving only the points pizza in cart. Only then was I able to check out. This is not a good app.

No longer works. App was perfect, easy & fast before the last update and probably the reason we used to order so much pizza. Now it’s running a desktop and app version at same time so half my order goes to website checkout (that won’t let you log in to your account) and other goes to the app Checkout. Completely broken —huge waste of time and drain on your mental sanity when you are hungry and trying to order food. Unconscionable that such a big business charging high prices for pizza hasn’t fixed this issue in months. Fix or I am looking for new pizza.

Although I love Lou Malnati’s pizza and have been going to their Lincolnwood Illinois location since I was a kid back in the 70’s, I don’t like the app at all because I got no rewards all all from my order and the free pizza? Fagetaboutit! It’s a lure to get you to download the app. By the way I’m on an iPhone. I spoke to the restaurant about this on two separate occasions. They didn’t seem very concerned and simply said they would pass it on to management. It’s too bad because this is the only app I’ve ever had an issue with and I’ve got every imaginable app for takeout. Their lack of concern left a bitter tomato taste in my mouth! I hope the pizza ain’t goin bad too!

I enjoy Lou’s pizza, but I have found the app rather difficult to use. The ordering procedure is easy and the price updates very helpful. Where I have run into problems has been going to the cart to see what’s in it, before I place my order and selecting a time that I would like my pizza to be ready. Last week the app said earliest possible was an hour and 40 mins. My wife called instead and we were able to get the pizza in 40 minutes. This is my third time attempting to order with the app, after giving up and calling the first two times. Let’s hope the third times a charm.

I’ve been ordering from Lou Malinatis First in Lincoln Avenue and then later in Winnetka and now I move to Rockford Illinois and I am enjoying the new facility that you just opened up a few months ago I must say Lou Malinatis is the only pizza for me and when I moved to Rockford I was disappointed because I didn’t like any of the pizza places but now I’m happy living there as long as I have Lou Malinatis thank you so much you’re the best Carolyn

Lou’s is the best pizza in the world, bar none. The most recent update from June 2023, however, is terrible. No longer seamless ordering from the app, now it basically redirects to their web ordering, which does not remember your details, so you are forced to retype your details every time you order despite being “logged in” to your account on the app. Rewards also do not go to your account because the part of the app that actually allows you to order food does not allow you to log in. Love the pizza, do not love the new app.

Looks aren’t everything!! The old version of the app wasn’t as modern, but it worked perfectly fine. I stayed signed in, order quickly, and could easily navigate rewards. Ever since the redesign, I’ve had an issue each and every time I try to order. This phone call averse millennial has even resorted to calling to place my order twice because of all the issues. I have to log in multiple times because it doesn’t take, and forget about it saving a delivery address or previous orders. I love Lou Malnati’s pizza, but this app is just terrible.

For years now my accrued rewards are not showing in the app. Because of that I can never redeem my rewards through the app. I have to call the store to place my order and use the rewards. I have communicated with their customer service on this issue many times and they have never done anything to fix it. Very disappointing when their pizza is so good.

Crashes whenever I try to redeem points. Doesn’t save my address or credit card. This used to be my favorite app because it was so simple to just order the same pizza repeats, but now that is hopelessly broken. Thank goodness your pizza is the best or I would have deleted this app and gone to another pizza chain.

It was looking great and all till I got to the payment section where there is no option to avoid tip. I couldn’t even put in 0$. I gave a dollar and it went through. Sometimes curbside gets so crazy folks go in for pick up. I’ve done this multiple times, with no problem I get it. But then don’t force me to add a tip!

Haven’t used the app in a while (4mo), and it appears the login/session management function has been broken in the latest update. Attempts to checkout using an existing account ends up placing the user at a login screen that doesn’t login; no error or progress indicator. The end result is that you cannot place an order through the app. Tried the app on a different phone with the same account with no luck.

This app update is a mess. I’m trying to redeems points and it won’t allow me to place my order. It adds my item to the cart and takes me to the “old” cart page. Then I go to place my order and it says “please update your app” which I already have. So it loops me back to start over. Then I add my item again and it continually loops me to the old cart page and won’t let me place my order. Additionally if i try to add any additional items that aren’t redeeming rewards points, it adds it to a separate, second cart?? I’m getting extremely frustrated.

Lou’s is great. The app has come a long way, but I have two major issues with it. One, the app constantly crashes in a sense, I have to log out & log in for it to populate my account info. Two, I’d like to pay in points. For instance I had gift card of $50, and still owed $20, but I have a bunch of points to use, would be nice that I could pay the remaining $20 by points.

When ordering from lou Malnatis you expect a great pizza, this is the only place I can say is consistent every. Time. Beautifully cooked, warm with fast and efficient, friendly delivery. The only time I ever had an issue (got the wrong pizza) they fixed it right away, comped it and gave me a certificate. This place has service and class. You’ll never be disappointed

App is confusing, (food and service are excellent) need to select payment first before being able to check-out, but it doesn’t inform you of this. Seems very backwards. Recommend fixing this app, I don’t doubt it’s cost you customers, I nearly bailed out of frustration and ordered from a competitor.

The new app update is terrible! It asks where to deliver the pizza and I can type in my address, but it won’t accept it and move to the next screen. It simply won’t move on and place an order. I’ve lived in the same place for 25 years and I am certain my address exists. I have not been able to order Lou Malnati’s pizza and customer service is not returning my help requests. It’s a bummer because I wanted to order it three different times in the last few days and decided to order elsewhere as a result.

2 stars is for the app, not the pizza. Before the update app was great. You can no longer order. I’ve tried refreshing shutting my phone off. Nothing works. Start your order when you try to finish ask you to sign in again. It just goes around in a circle. Shows your order in cart at the top but you can’t finish it. The cart on the bottom shows empty. Sad but have to order from some place else. Please fix your app.

Pizza is consistently great, the app is much better. I was able to get my pizza free today with my points (redeemed right away) and didn’t have to pay and wait for them to reimburse me. Also, redeem any day now. The only thing about the app itself, is make sure your points get added every time. Save your receipt they can do it manually if needed.

It’s really rare to have a suburban location get things wrong, but when they do they are quick to respond & correct the issue. Their app is easy to use, and unlike DoorDash or Uber, you can control the amount of your tip without having to break out paper/pencil or calculator.

Everything worked perfectly, much appreciated! It was easy to find and add items (did I mention how fun it was to see that I can order your wonderful Ranch dressing in pint and even quart sizes?!), checkout was simple and straightforward, and available rewards are easy to find and use.

I have been a regular customer of MALNATI’s for decades and am glad to see they resolved the issues with the App. Now it is easy to order carry out! I always go to the Wilmette location as Amy is awesome! She always has a smile and and warm greetings every time I pick up my order. Great job!

The app works sometimes and other times it doesn’t. The logging in and ordering is not intuitive. Your info shows on the first page but then you are not actually logged in, then order your stuff and have to log in, only to find, if you log in incorrect that your order disappeared. Most recently, the app freezes at login Simon have to use the website.

Ordered a gift card and was unable to check balance. The balance only showed up 2 weeks later. Also, no instructions on how to use gift card for online order thru app. I’m selecting cash and have to deal with physically handling the gift card to an employee. Poorly executed e-commerce experience.

Horrible now. Doesn’t work. They’ve “added some new security measures.” That means you can’t login. You can’t reset your password. You see an endless number of images of parking meters, boats, crosswalks, traffic lights. If by some sorcery you’re lucky enough to actually get in to the app, your order isn’t saved, doesn’t make the cart. It’s just a completely worthless and frustrating experience. Too bad. Love their pizza. Will still go to their restaurants now and again. Won’t order for delivery. This app is TERRIBLE! Ruined.

Normally would give this app 5/5 and the pizza a 10 out of 5. Recently haven’t been able to place order on the app. It says I need to update to most recent version (which I have as well as newest iOS software). Wasted time trying several times to place order and even redownloading app. Lou’s PLEASE fix this issue. Not sure how else to get your attention. I know it’s not the pizza shop employees job but would probably save them some time and effort on less calls, more pizza, MORE MONEY FOR YOU. Thanks.

Website is confusing. After several attempts pressing ‘rewards’ i still cannot figure out how to deduct the points i have from the order total cost. Last order i had over 300 points but gave up & called in the order. I’m giving up again today. What good are points if there’s no way to use them?

I love this pizza! It’s crust is just perfect. Light and airy/crunchy. Does not overpower the pizza itself. You have to at least try it once! TIP: If you prefer delivery call in and tell them your order right away and to NOT CUT the pizza. This will help keep the pizza crust crispier longer. Best thing ever is to buy their frozen pizzas to make at home at home - 5 STARS *****

They’re frozen. How do you run out? And why did you accept my on line order and tell me it is ready for pick up when you don’t have the main part of the order? Better update your systems! No coupon or anything for my wasted trip.

Why is there no section for comments or instructions. If there are allergies or dietary restrictions I think it’s very important that there be a place to express in concerns or requests. This, I feel as though the App is not user or family “friendly” plus I’ve used the App before and still never accrued any points yet??? How is that possible … Although I just received an email that my points were about to expire and then it was corrected that they were not expiring but are still “missing” ????

I love Lou’s gluten pizza crust! I love it so much that I usually order a half baked as well for a future meal. Unfortunately, the app doesn’t give the gluten free crust the option of half baked only just right or we’ll done. I can order gluten free half baked option over the phone no problem. Not sure why the app doesn’t offer it as an option. Other than that issue it’s quite a nice and convenient app.

Is it a bug or a feature? The app NEVER lets me redeem any rewards. Whenever I have a reward item in my cart I get the error message “Submit Order Error. Calculated Price is Blank”. No it’s not blank, there is a substantial order total, the only “problem” is it includes a free item, which is apparently against the rules. The second I remove the reward item, like a miracle the order goes through, and I get shafted out of my reward. And this happened on multiple occasions, so it’s not just a temporary glitch.