12/14/20 First time ordered by phone to pick up. It will be last. Ordered chilly cheese hot dog with no onion. Came loaded with onion. Ordered hot dog with everything and extra pickle see picture of hotdog with everything.

Worst freaking service.. today 11-1-20 was in line after paying for my meal 50 minutes. After 15 minutes we noticed everyone behind us where getting there meals except us. When we asked what was taking so long the young kid went to check on it...the staff inside told him it was getting prepared this went on for another 20 minutes. After that they told us to park on #3 that the manager will be out shortly that took another 10 minutes. When he finally came out he refused to give us his name and told us that they gave our meal to other people that he was sorry. I asked for a refund and he went back inside. After another 5 minutes he came out and told us I made it especially for you and it’s fresh so no refund. Seriously what kind of customer service is that. I ended throwing the food away.. I don’t know what he could have done to it. How long does 2 hotdogs a large fries and a medium sprite, take to make.More

My family loves Portillos and we regularly frequent 5 different ones in our area. Tonight's experience rates a *0* out of 10 and this is the third time in 6 months that we've had a similar experience. Until this entire management and staff are retrained...we will NOT be returning to this location and will be actively discouraging others from going her. I placed a "pick up via drive through" order for 2 salads, one standard, one customized online aroung 4:45 for 5:30 pick-up. The order was accepted. We arrived at the location at 5:40. This is when the nightmare experience began. It took 20+ minutes just to get into the line for drive-thru/pickup and have our order taken - reminder - this was a pre-order.. It took another 20+ minutes to make our way to the drive-up window at which point the order was 50 minutes late and the food SHOULD have been sitting there. But no. Another 10 minutes before we were given our order, which was WRONG, the receipt showed the customization but neither salad was customized. Another 10 minutes and our originally ordered salads showed up. So 70 minutes after our meal was supposed to be picked up, we finally got it after sitting 20 minutes AT the drive-up window. Observations: The outside "running crew" was running their tails off, but no food was coming out of the kitchen. They spent 3X more time waiting for food than taking it to cars. Facilitation was non-existent. 25-30% of all orders required a second or third trip to get the order right Managers Mike and Maria were working delivery and order taking stations instead of making sure that the maximum amount of food was being generated and orders being fulfilled correctly. The inside team was short-handed, but food was still coming out at 1/3 to 1/2 the expected rate. At no time did management show leadership in throttling demand, slimming down the menu, setting expectations, or setting priorities. Two requests on our behalf to talk with management were called in and ignored by the managers. (BTW - THAT is the reason that this is also being posted to TripAdvisor) The food-prep employees that *I* observed from the drive-up window demonstrated NO sense of urgency, speed, concern, or care about getting things right. The young man facilitating the Drive-up took the food he was handed, never checked the order, slammed it down for the runners to deliver and then yelled at them and food prep when the order wasn't right. Why weren't the runners provided with carts to handle delivery to cars of more than one order at a time? If short-handed, why weren't several methods of food delivery shut down, so that a single prioritized line could be served and/or and menu slimmed down (your other locations seem to get this). Why were delivery times online not being moderated to provide accurate information? What I expect from Portillo's is a simple offering, executed incredibly well. What I got tonight from this Portillo's was an overly complex offering, provided in a haphazard manner, with no leadership or care by the employees and managers. I understood how this could happen early on during the Covid-19 restart, I CANNOT understand how this can still be happening.More

This place was very crowded but they handled it well. All the staff wore masks. The line moved quickly. And the hot dogs and fries were very good. They did mess up my order a bit.

Had the chopped salad and we split a breaded chicken club sandwich. They were both amazing! Great bang for your buck. They aim to please. No brainer if you want an exceptionally clean restaurant along with great service.

Can't eat the buns (keto) but love the dogs and salads. But the wait makes me crazy! The chain has competition but the dogs are still some of the best in the burbs.

they work their employees to death, so the quality suffers. I guess thats the way it goes, it just used to be quality.