Chet J.
Yelp
We have eaten here two times now and I'll start off by saying that the food was amazing both times. But I'll also say that the service was amazingly bad both times, and amazingly, in the same exact ways.
First, apparently the person who is sort of a host also has to bus tables. This is NOT his fault, but this results in people stacking up at the front door while he prepares a table for another party - long enough that I wondered if we were standing in the wrong place to get seated. This gentleman was probably the hardest working person in the place.
Once we were seated, this visit last night was almost a deja vu experience with two differences compared to our last visit. On this visit, our server was very friendly (when we saw him) and we ordered the Tutto Carne pizza, instead of the excessively (ridiculously) spicy Sausage & Peppers pizza we got last time.
Same as last time, we ordered the meatballs as an appetizer, and they really are delicious. But, same as last time, we had to go get our own silverware. It's always a shame with the food runner just drops off the food without asking if we need anything. It's not their fault about the silverware, but still, why not ask if we need anything else (you know, service)?
So we get our meatballs pretty quickly and really enjoyed them.
Before the pizza arrived, I finished my beer and pushed the empty mug to a place visible to the invisible-but-friendly server.
Then the pizza came out, with a smile, but before we could say anything, he was gone.
So exactly like our last visit, we're sitting there with two small plates covered with the marinara from the meatballs, the plate the meatballs came in, and my empty beer mug. And nobody around. Our server was standing behind the bar chatting with 2 or 3 other staff members.
Then the busy "host" happened to come by to set the table next to us so we asked him for clean plates. Interestingly, he finished setting 4 plates on that table (which was empty) and then went to the back to get two plates for us while we sat waiting to eat our pizza. I guess he didn't want that empty table to wait for its plates.
Finally, our server checked on us and I got my second beer.
So here's my take: This place has no system. No "management". It's got great food - good enough that I'll be tempted to go back. But based on the big sign at the front door (which I had plenty of time to read while wondering if we'd get seated), this place is part of a chain of other restaurants. And that makes me think "cost conscious chain" that would rather let 4 people do the job of 6 and not have anyone actually managing the floor.
Every time I looked around, I saw the "host" hustling around and 2 or 3 staff members (including our server) chatting behind the bar.
It's no surprise to me now that I've heard nothing but nightmare stories about this chain's newest location in Lakeview.
The stars in my review are for the food. The missing stars are for the missing service.