For years I had wanted to try this chain but never wanted to wait. After finally going I really don't understand why the big fuss. The food is decent, sure. But after waiting 30+ minutes for a table, to be told anything signature (like deep dish pies, lasagna, etc) are an additional 45 minute wait after ordering it can be frustrating to say the least. We weren't able to decide on a pie for the two of us so he got some lasagna that was way too meaty and I opted for a thin crust pizza.
I like the ball of dough they give to the kids to keep them busy, but of course with the wait for the food this is a necessity and not a luxury.
The service itself is top notch. I have no qualms about that part of the meal. Attentive and helpful from the wait staff to management. In fact, we filled out the the comment card expressing our disappointment and barely made it out the door before the manager caught up with us and wanted to discuss our meal. He gave us a gift card because he wanted us to try it a second time. We later used the gift card for to-go orders. Had a couple salads (one was the beefstro) which still didn't really impress.
Will I ever try again? Sure, but as a couple or with another couple with the expectation that dinner will last a minimum of two hours. However, will this be a regular destination? Probably not.