Portillo Restaurant GroupReviews of portillos.com

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).

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

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.

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..........

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.

Had a problem at Portillo's. Order takeout. Two hamburgers two hot dogs fries and onion rings. Took over 15 minutes to receive my order. Food was cold by the time I got it. Watched other orders being processed while I waited for mine. The two guys in front of me had burgers and got their food and finished it and left before I even got mine. Portillo's has not tried to reach out to me about my complaint. Showing that they obviously do not care about their customers. Find another restaurant to go to.

For the last 2 years our Senior group has made complaints about the Glendale Heights location, as well as Streamwood and Bloomingdale, IL These locations have the most errors in our groups orders. This has become absolutely silly & rididculous this past summer 2024 thru today. For a company that took over a few years ago and the stock was $47.00 a share and now is a little under $10.00 per share the only thing you did on less volume was to increase prices and have less quality. Particularly the beef sandwiches. What a sad note to a company that wasn't any different when it started other than customer service. It was an alternative to McDonalds, Burger King and Wendys. Sadly our 400+ group has seen Portillos hire people that can't communicate with customers at the order level and customer service levels. Todays order was no different but could have been corrected without lying to my face. After I didn't get what I wanted in my order, I called from my vehicle in your Glendale Heights location. I had a girl with a high squeeky voice answer and said she would get a manage, then after several minutes answered the phone again like it was a brand new call. She told me they were extra busy and that someone would have to get back to me. It was 2:45 in the afternoon on Thursday. There was no one there, I was in the parking lot. I left and will charge back the meal since I am handicapped and couldn't return the order in the store as I was told. Most consumer complaint organizations give your company a 2.5 out of 5. That's terrible. We give you a 1.5 because our group has over 1800 complaints that we have kept track with, from wrong meal,(primary) to being ignored when the order is ready because somoneone could't see their number in the parking lot 30 ft away. I have to conclude to our members that it may be time to boycott your 5 stores that we primarily vist. Too bad.

Dear Portillo's Corporate Team, I am writing to formally address an incident that occurred at your Niles location at 8832 West Dempster on September 7, 2024, at approximately 3:30 PM. Upon arriving at the location, I requested to speak with a manager regarding reservations for my son's upcoming 21st birthday party. I was directed to speak with the assistant manager, Cielo. When I inquired about how to make a reservation, Cielo's response was shockingly aggressive and rude, without any provocation on my part. I decided to walk away, letting her know that I would return half an hour before the party. Around 4:45 PM, I returned to the location, purchased a Portillo's chocolate cake, and requested a plastic knife from a manager named Nahum to cut the cake. Unfortunately, at this point, Cielo once again became involved. She emerged from the back and rudely advised the manager not to assist me, stating that it was not their problem that I didn’t have my own knife. I calmly informed her that I did not appreciate this level of unprofessional behavior and was very aware of how poorly she was treating me. Later in the evening, Cielo directed her rude behavior toward my sister, who has a learning disability. Cielo was unnecessarily harsh, insisting that my sister log out and leave the premises. When I confronted her about bullying my sister and informed her that I would speak to my lawyer regarding this discrimination, Cielo escalated the situation by calling the police, which unfortunately disrupted and ruined my son's birthday party. I am deeply disappointed by the treatment we received and the way this situation was handled. It not only ruined an important celebration but also reflected very poorly on the professionalism expected from Portillo's staff. I request that this matter be investigated and appropriate action be taken to ensure no other customer has to endure such disrespect and poor service. I am writing to bring to your attention a serious matter regarding the treatment of my sister, Terese, who has been employed at your [location] for the past four years. Unfortunately, during this time, Terese has often returned home feeling deeply upset due to the behavior of Assistant Manager Cielo and Manager Nahum. Despite being fully aware of Terese's mental learning disorder, both have engaged in bullying behavior towards her, which has taken a significant toll on her well-being. Recently, during a visit to celebrate my son's 21st birthday, an incident occurred that has made it clear this situation requires urgent attention. Terese had highly recommended we come to your restaurant because of the wonderful food, but the experience turned sour when Cielo once again acted unprofessionally. Terese, who had been helping us navigate our large order, was unfairly accused of spending time with family instead of working. This was an unnecessary and inaccurate claim, as she was simply trying to assist us. The situation escalated to the point where the police were involved, and despite Terese's innocence, Cielo clocked her out and terminated her employment without any legitimate cause. This false termination, compounded by ongoing harassment, has caused immense distress for Terese and has ruined what should have been a celebratory occasion for my family. We are deeply disappointed with how this matter was handled, especially after spending over $300 at your restaurant. I feel that the actions of your staff were unprofessional and discriminatory. As such, we will be pursuing this issue further with legal counsel to address the defamation and false termination. I trust that you will escalate this matter to ensure that it is properly investigated and that corrective actions are taken. Spending $300.00 was all gone to waste.