Privately-owned concept restaurant company with 38 Midwestern United States locations including Portillo's Hot Dogs, Barnelli's Pasta Bowl, Barney's, The Keywester, and Luigi's House.
Portillo Restaurant Group (portillos.com) has 19 customer reviews on Five Star Index, with an average rating of 2.4 out of 5.
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19 approved reviews, newest moderated first
Patti F.
Lexi at the Portillo's on Addison Street in Chicago went above and beyond to assist me when my Gift Card was not being accepted for payment. She was extremely patient and made every effort to get the card to work, which never did. Since I was going to have to pay out of pocket for my order, she gave me a substantial discount. I was very pleased with her customer service.
chris S.
I ordered for delivery. When the order was complete they said it was of pickup. It wasn't. We're in our eighties and always ask for deliver. So we called Portillo's and spoke to some computer who directed us to a person, who directed us to a supervisor, who directed us to the manager. We were quite clear in asking for delivery. Entered our address and any delivery instructions. We never got any food. I complained to Portillo's and (unsurprisingly), never got a response. I no longer think Portillo's is dependable (for delivery).
FA
THEIR CUSTOMER SERVICE IS A MASSIVE FAILURE ON AN EPIC SCALE!!!, THEY RUINED MY BIRTHDAY AND MOTHER’S DAY GIFT TO MYSELF AS MY BIRTHDAY FELL ON 5/7/26! STEPHANIE WAS DISMISSIVE, ARROGANT ,INCOMPETENT, IGNORANT THING WHO TRIED TO IMPLY I WAS CALLING THE WRONG TELEPHONE NUMBER AFTER MY ORDER WAS DELIVERED WITHOUT THE ITALIAN BEEF SHIPMENT. I CALLED THEIR HOTLINE INDICATED ON THE EMAIL AT 1:45 PM ON FRIDAY 5/8/26 ONLY FOR AN AUTOMATED RECORDING TO CLAIM I HAD REACHED THEM OUTSIDE OF NORMAL OPERATING HOURS. I CALLED AGAIN AND GOT A RANDO WHO CLAIMED THAT THEY DON’T SELL FOOD ONLINE ONLY GIFT CARDS. I THEN OPENED A DISPUTE WITH MY CREDIT CARD SINCE I ONLY RECEIVED A CAKE FOR $156.98. I HAD MY DAUGHTER CALL FROM HER PHONE FOR THE “FANTASTIC” STEPHANIE TO IMPLY I DIDN’T CALL THE APPROPRIATE NUMBER! IS THIS NOT FOUND ON THEIR OFFICIAL EMAIL 630-581-0770? I TOLD HER AFTER SHE INSISTED THAT MY PACKAGE WOULD BE DELIVERED ON 5/9/26 THAT I WOULD DROP THE DISPUTE UPON RECEIPT OF PACKAGE TO ONLY GET AN SUBSEQUENT EMAIL FROM “DELIGHTFUL” DANA. THIS THING TOLD ME THAT THEY DON’T REQUIRE SIGNATURE FROM FEDEX UPON DELIVERY AND I SHOULD REQUEST TO HAVE THEM DO SO AFTER SHIPPING MY ITEMS! HOW DO YOU EXPLAIN TO A BURRO THAT FEDEX HAS BEEN DISREGARDING EVERY PLEA HUMANLY POSSIBLE FOR 18 YEARS TO HAVE THEIR DIVERS NOT GIVE THE BARE MINIMUM OF SERVICE REQUIRED SUCH AS RINGING A DOORBELL UPON DELIVERY FALL ON DEAF EARS?? IN ANY CASE THEY RUINED MY BIRTHDAY AND MOTHER’S DAY WITHOUT AS MUCH AS AN APOLOGY! TO ADD INSULT TO INJURY MY SPOUSE HAD TO TAKE FRIDAY OFF AND CHASE DOWN THE FEDEX DRIVER WHO LEFT THE CAKE ON THE STEPS ON IT’S AXIS WITHOUT RINGING OUR DOORBELL AND FLEEING LIKE A BANDIT IN THE NIGHT TO THEN WAITING ON HIM YET AGAIN AT THE TRUCK IN WHICH HE SHOWED MY HUSBAND A DAMAGED BOX WHICH WAS LEAKING AND ASKED IF MY SPOUSE SPOKE SPANISH? MY HUSBAND REPLIED "NO" AND HE STATED “NO GOOD, IT’S NO GOOD” BEFORE DRIVING AWAY WITH THE PACKAGE! THAT DRIVER LOADED MY ALREADY LATE PACKAGE ON HIS TRUCK AND KNEW IT WAS DAMAGED BUT DECIDED TO DRIVE IT TO OUR NEIGHBORHOOD AT THE END IF HIS SHIFT WITH PERISHABLE PRINTED ON THE BOX FULLY AWARE THAT IT WAS SPOILED, ONLY TAKE IT BACK?? DID HE NOT SEE IT WHEN HE LOADED IT ONTO HIS TRUCK?? THIS COMPANY IS DISGUSTING STAY AWAY FROM THEIR BS STAFF ONLINE! UPDATE: SPOILED FOOD /DAMAGED PACKAGE WAS SENT BACK BY SAME FEDEX DRIVER WHO SCANNED THE RETURN FOR INSPECTION TO PORTILLO’S ON 5/9/26 AT 11:52 AM NOW BEING REDELIVERED TO ME AGAIN ON MOTHER’S DAY BETWEEN 10 AM - 2 PM BY THE GENIUSES AT FEDEX! Refunds & Cancellations: All orders are final sale and no refunds will be given, unless an item is damaged or the shipped food item is spoiled. If an item arrives damaged or spoiled, please reach out to our Guest Services Team at 630-581-0770
My T.
I just had the best experience tonight! I am from Chicago and was had a great interaction with a worker Kaelyn. I love my beef dipped with cheese sauce. She suggested I get a side of gravy to make sure it was the way I wanted it. I will definitely go back. Great attitude. Thanks!
Akram M Y.
I have placed in order driveway I have really for a long time by the pick up window meantime 10 minutes past and I will still waiting afterwards there was no receipt. My burger and. Italian beef is ice cold it looks like it’s been sitting on the side for quite some time location in Crestwood IL.
Maurice J.
Last week had a carry/out order Hamburger Bundle on 95 and Pulaski, Number 96, WANTED no cheese gave me cheese. And went back for same on wanted no pickles, tomato gave me both of them on them. Also burnt burger cold fries.. What happen to your quality..........
KV
I love Portillos but the only reason I can't give them 5 stars is because majority of the time something is missing from my order. The positive is they make their fries in seperate fryers so it limits cross contamination with dairy allergies.
Tom S.
We order the "hot dog" specials and found the skins were so thick I couldn't chew them (not the normal Vienna dog). I Asked to see the manager and he STATED that several times a year they come like that, we still serve them on the weekends only. I then Sent a letter to the store, and another manager replied with the same response! This tells me that they KNOWLINGLY sell subpar food at premium prices. Profits over customer appreciation/satisfaction. Portillos was built on good products you can TRUST. Corporations answer to that is shown above.