I’ve always been a huge fan of Portillo’s. I grew up in the area, frequenting this location, so trust me when I say that this place has gone downhill very fast. I keep trying to give them the benefit of the doubt, but after the third time of being severely disappointed, I feel it’s time to leave an honest review. Not only has the food quality been slightly compromised over the last year or so, my order is either not fulfilled, missing something, or prepared in the wrong way. The straw that broke the camel’s back is the dinner we ordered for take-out this evening. About $10-15 worth of food from our order was missing, no straws or napkins included either. The worst part of it all, my husband found a thin piece of metal in his salad. This is a hazard! I’ve never known Portillo’s to struggle during busy times. They’ve always performed and provided quality food & service; but that’s been such a glaring change Again, I’ve really tried to give the negative change over the last year. I genuinely try to give benefit of the doubt, but a sharp piece of metal in our food is crossing the line. Please figure it out, Portillo’s.

My family has been eating at Portillos for the better part of 25 years. It has always been a monthly staple for us, and cater holidays and birthdays regularly. Their quality and service was always the gold standard in my opinion. Sadly, this has really gone downhill since they were sold and they have butchered our orders the last 3 times in a row that we’ve ordered. I understand it is busy and difficult to find good help right now, but when presented with their mistakes they brush you off and just say “we’re busy and understaffed”. My entire family is going to take our business to places like Tommy’s and Kojak’s instead. Sorry Portillo’s, it’s been a great run but we’re moving on... Attached pictures show latest order where we ordered sandwiches and mistakenly given bowls loaded sideways into the bag so the juice all spilled out when we opened the bag.

update review. I have been coming to Portillo‘s for the last 40 years. I do not think I will be returning again. The food quality in preparation has changed over the last year or so and I’ve given them many chances but the burgers are dry. The fries are not crunchy. The onion rings are soggy and it’s just not near the Chicago tradition. It used to be.

I don’t know who you’re fooling but this is not a chicken tender. Do better, especially if you’re charging me for a small fountain drink half filled with ice. And the breading was as hard as a rock. But the cashier was nice.

It took 28 minutes for me to get a single slice of cake and 18 of those minutes where spent waiting at the pickup counter. The best way to describe the "vibe" inside is all the staff are moving but nothing's getting done. I don't blame the workers but management who clearly isn't managing and coordinating effectively. Like other low star reviews, this wasn't my first time having an issue at this location. The last few visits have all had 30+ minutes waits, missing items, items with issues, or some combination of all of the above.

Nothing is better than enjoying your choclate cake shake, with some baked mostaciolli. The food is delicious, the taste of it welcomes you into the atmosphere. The staff are very nice and the place is pretty clean. 10/10 definitely recommend.

Literally just spent $80 on food ordered a double cheese burger NO BUN! They gave us a Double cheese burger with nothing on it no lettuce no tomatoes no onions no pickles not sure since when no bun meant plain!? Also ordered chopped salad NO NOODLES! Got chopped salad with NOODLES a flat bread beef and got regular bun on the beef. When you're spending close to $100 on food you expect to get what you pay for this isn't the food we ordered. Portillo's has definitely gone down hill since old man Portillo sold the resultants but this is outrageous not 1 order wrong but three orders. Will not be ordering from this Portillo's in the future. Idk if it's poor management or improper training of employees. Very disappointing. Absolute disgrace.

The Barnelli’s makes a huge difference, so many more options. The ribs here are charred perfectly. Vodka pasta is scrumptious. Beer was ice cold. Had a great Forth of July 2023 with my family and Portillos/Barnellis was the cherry on the sundae! Great mafioso decor. Check out my photos! 👍🏻👍🏻👍🏻

I don’t like to leave negative reviews, however for the sake of others and their health it was necessary. Very disappointed in the quality of the food. We ordered chicken sandwich and it was dry. The beef/sausage combo as well, but the worst was the stomach cramps my husband and I both had after. Food poisoning? This place used to be busy and much better, but it went down. Eat at your own risk!

Absolutely awful service since March. Its appalling that after 9 months, they still haven't figured out a system that works. Everytime I've ordered online from this location, they are half an hour behind and I end up waiting way past the estimated time. So really, Im waiting an hour total for something simple like a hotdog and fries. Today was the worst. Order was placed at 11:20. Order was suppose to be ready at 11:50. Actually got it at 12:50. It took an hour and half, ridiculous.

Ordered the Italian beef with mozzarella the sandwich was cold, cheese was clumped in 1 spot and not melted. Very disappointing

Great food and service. Get the jumbo hot dog and the new Strawberry Lemon Cake Shake. Great atmosphere!

A must visit if you’re from out of town like us or if you’re a local. Delicious food!! Italian beef and sausage is incredible. The hot dogs are out of this world. Salads are fresh and yummy. If there’s a line, don’t worry, they move quite fast and it’s definitely worth the wait!!

What can you say? You can't go wrong with Portillo's. Everything is good! This trip in ww has the beef and cheddar croissant, combo with extra sweet peppers, maxwell st. Polish, cheese fries, and last but not least, the chocolate cake shake. All was great!

I ordered yesterday and spent almost $70. Two of the sandwiches I ordered were messed up it was supposed to be a combo extra dipped I got a sausage sandwich with only the ends dipped..The fries we’re hall full and I had to wait to pick up my order while the girl working the counter was just staring at me until she finally asked me after about 5-10 minutes if I was picking up..I manage a restaurant and I absolutely hate complaining but I did call the manager to let him know and I got sent four free side coupons..as a manager this was a poor way to handle this situation..probably will not come back and Ive been coming here for 15 years..

We drove 7 hours from Kentucky and had to stop at Portilloes in Crystal Lake. We dined in (Italian beef) and the general manager and a couple young ladies helped us out by fixing our 6 Chicago dogs to bring back home. Yall rock, best dogs in Chicago hands down. As always the food, service and all around experience is a 10 star. Thanks

Placed an ubereats order around 5pm, and spent the next 2.5 hours waiting in line to pick up an order that was supposed to be ready around 6pm. We got a notification from ubereats saying the order had been completed, and every portillos team member we told couldn’t answer whether our order had been ready or not. By the time we actually get any service around 7:45pm, we’re told they can’t find out order! The manager comes out and says there isn’t any order in their system, even though we have been charged for the order. However since it was through ubereats, they couldn’t do anything and showing the receipt that we were charged “doesn’t do anything for them”.

I waited for almost 90 minutes to get my food (supposed to be ready at 5:45pm and I didn't get it until 7:10) and when I finally got it it was ICE COLD! Don't go here.

Portillo’s online ordering is not useful. When you try and order something for delivery, it wouldn’t work and not allow other time frames to be chosen later on in the evening. If a national chain can not get enough ppl to deliver its food. Then don’t offer it as a service to its customers. Pizza places don’t have this problem. Meanwhile: Had to pick order up only to find myself waiting in line for 30 minutes to find out they had canceled my order online. Even though I had a order # and pick up time. Never eating at this disorganized zoo of a restaurant again.

Best Italian beef around, there is always a line because it's that good!

Food was good, service was good 👍will go again. The employees outside taking orders mad respect for them 👏 keep it 💯

Will definitely recommend this restaurant to anyone. Convenient rates and big portions. Great work.

It is unbelievably slow!! I've been waiting 35 minutes in line and im not even in the parking lot yet. I unfortunately place an online prepaid order otherwise I would leave. I will not come here again. Not worth 35 + minutes. Never order online!! We were told by employees we couldn't get out of our car and go inside but I just heard and saw an employee allow some one who just pulled (seconds ago) in front of me and the 15 cars behind me he could park and walk inside. I guess he doesn't have to wait 35+ minutes like the rest of us.

Today marks the 2 year anniversary of my beautiful mother passing away. When I got to the window waiting for my order Paul was absolutely wonderful. He and I had a little conversation about my Tea as I waited for the food. He started singing Hooked on a Feeling and while I know he had no idea of what this day meant for me it was heartwarming because it was a song my mother would play and we would sing along. Thank you Paul for making my day the best experience at Portillos.

Always love portillos. We love their cake shakes and chopped salads. Yum! The only thing about this location is that they do not have outdoor seating which is a huge bummer.

…I didn’t order ahead . There was no need for it . The staff is is very fast to take your orders and making it even faster… Got to love it… The garden dog is delicious. You must try it !

Food is great but they do occasionally get orders messed up, we’re only human. but I will say DO NOT ORDER THE SMALL CHILI. It is so tiny that it wouldn’t be enough for a toddler …. I called to ask about this and they hung up on me….. I was so very upset but I will have to take the loss and never order it again. The chopped salad is super easy to recreate anyway and that’s what I always order!

I honestly don’t know how this Portillo’s is still popular. Since Covid it has gone down hill terribly. We’ve ordered a few times over the past couple years and every time it’s such a failure. Cold burgers, cold fries, cold BEEFS! Everything is cold if you are ordering takeout or a web order. Just gross.

Line was almost out the door. It's was 1:15pm. Took about 20 minutes to get through the line & another 15 to get our food. The best part about my lunch was the Vanilla peppermint shake. My burgers top was dark brown & fries were cold. It was nice the older folks that worked the floor kept the place clean.

It's a chain, but it's one of the best chains around. The service is excellent. The food is consistently good. Everything they do is reliably good. It's not the kind of unique, hard to find food that you might find in a one-of-a-kind restaurant, but it's also very dependable, and truly delicious in my opinion. I tend to go in late and it's been very quiet at that time, just an hour or so before closing. The staff is really good which is particularly refreshing in 2023 because so many chains are finding it hard to get enough people to just do the work, much less do it in a caring and friendly way. The people at Portillo's have been universally welcoming, professional, and accurate so far. Even more, they're patient with me because I never know what I want until I've had a minute to look over the options. I enjoy the chain so much that I rarely pass it by if I need to eat.

It used to be better 10 years ago, I went there yesterday July 7th 2023. Food for a family of five cost over $80. I ordered a Polish sausage and they gave me a burned dry log of stuff I didn't want to eat anymore. If I knew that was going to happen I would not have ordered it. Next time I will go to Kojak's in Cary. They have been around longer than Portillo's and don't screw up their orders as they make them fresh on the spot.

Currently sitting here. Place isn’t busy, the kid who’s supposed to be handing out food is too busy talking to his friends that came in to visit him. Discussing their girl problems. So our food just sat there till another employee asked him multiple times to finish the orders. Another younger employee was yelling and swearing to workers around him. Always slow service and ran by teenagers. Our fries were old, very hard and cold. No manager to be seen. I keep trying to give this place the benefit of the doubt but it continues to disappoint.

It's hit or miss lately on the amount of beef in the sandwich. Last time, it was great this time, not so much. Went through the drive, though, and literally got my food in line where I was sitting 1 car before the menu board. It was either eat it in the line or have it go cold. There is no place to get out of the line until after you make the turn.

This is the most efficient and fun Portillo's location I have been to. Food comes out as ordered, hot, and delicious. I love the busy, semi-loud atmosphere but.. their is a farther back dining area to go enjoy if you'd like a milder area to visit with family or friends.

Such a fun atmosphere! We've been coming here for years, and have our favorite go-to foods. This most recent visit we were greeted immediately by a friendly employee. The ordering line was short, I ordered the house chopped salad (with modifications), husband ordered hamburger and fries. We both enjoyed our meal immensely. Tables were clean. We come for the atmosphere and our favorites.

We love this location. We ordered out the Italian beef for 20 people and a cake for my sisters bday when we were in town. The online ordering process was easy. The people at the location were friendly and very helpful. The cake is amazing!! I have never had a cake so good! Additionally, we received everything we needed to feed 20 people, including sweet and hot peppers, and it was so easy to prep and dine in five minutes.

The food was tasty, provided you ordered an Italian Beef sandwich. I ordered that sandwich, whereas my family all ordered something different. The burgers had a weird aftertaste. The mac and cheese was bland. The Alfredo pasta was lacking seasoning. Given that the service was behind the counter where you ordered, they were good and stayed busy. When dinner time hits, the line is incredibly long but thankfully moves quickly. The atmosphere is full of 1930's prohibition period material. Speak Easy, Tommy guns, mobsters, etc. All of which made it entertaining to look at while we ate.

Went here on Monday because of a fundraiser. The fundraiser ended at 8:00pm. We arrived at 8 on the dot, asked the guy working the cash register if our order would still be eligible. He says "yeah" so we order. He asks to see the code, so we show him the flyer. He says oh no, it's 8:03 I can't do this. We're both gobsmacked by this response. Seriously Portillo's train your people better or something.

There are always long take out lines but it's worth it if you like Italian Sausage and Beef combo. Beef and cheddar on Croissant is also great.

The food is great but the service is atrocious. You wont get your food in under an hour most of the time. I really hate coming here because of that

Not real happy that I tried to order online and it says “something wrong with server” Called the restaurant,it took 3 times until someone answered. I told him about it and wanted to order, but was told “I don’t deal with the website, please try a different site .” But don’t ask to take my order! Very disappointing

Feel like quality has gone down over the years, so much so that the chopped salad is the best thing on menu. Even though lines in drive through are long, they move you through quickly.

Beef & hot dogs are the best around.

We like cheese fries

busiest drive thru of all time

Great, great food! I recommend the Big, Italian Beef sandwich with Hot Giardiniera and get them to 'baptize' it in the au jou. Worth every penny! You WILL thank me later.

Wonderful ambience and super attentive service. The food was crisp and yummy. Will definitely recommend this restaurant to anyone. Convenient rates and big portions. Great work.

always good

I ordered italian beef to go. That was our dinner for the evening. FANTASTIC always is, the Family looks forward to a Portillo's beef sandwich!!!

Must read. This place has three hidden jems.... 1) Best chocolate cake around! 2) Insane beef combo (with mozzarella and hot peppers) 3) Draft beer. ...yes I said draft beer. Was here for a wedding rehearsal dinner and the beer was crazy cold and really good.

My favorite restaurant of all time! I always order the big beef dipped and a hotdog. Their burgers are excellent and they even have polish sausage Maxwell Street style. Overall, I have never had a bad meal from Portillo's. The only minus is there isn't one in Omaha, NE.

Ugh! You really can’t beat their chocolate cake. And their hamburgers- well if you close your eyes so you can’t see the snow, they taste like summer.

This is a childhood favorite. The lines are always long but it’s so worth the wait. The food is always hot and fresh. I recommend a large fry with a cheese cup, chocolate milkshake and the Italian beef dipped with sweet peppers. It’s also great if dipped in the cheese cup.

Delicious. They got the order wrong, though. The sun was going down. The order taker had been standing outdoors since morning. She couldn’t feel her finger-tips anymore, on the order phone glass face. We stood in the twenty car line (surprisingly SHORT for sundown at Portillo’s!)... checked our order; and had to go around again. They humbly honored the change. Didn’t take long. Delicious.

Update... Portillo's has made more than good on their service. The pandemic has caused problems in the operations of ALL of our local restaurants. Be sure to help Portillo's by frequenting their locations. They are an employer and their employees depend on your patronage.

There was a extremely long wait. In line for 1hr and 20min to be told. You would compensate me by refunding me my money the worse the order was incorrectly made. Thank you for sharing you would talk to them. Not a resolution. It's unfortunate that you would believe that I am totally satisfied with all of your responses. Your workers added. Not sure what's holding up the order oh we have a lot of orders, second comment. You should ask for your money back. Going forward I will not be visiting your establishment prefer to use a different location out of the way to have better service. This was a total waste of my time. I dont care about a free meat. The nature of my visit was very irritating. This was bad service the entire 1.20 minutes I spent there, and will never return.i am B73

Waited 37 min in drive thru this evening- crazy! Good thing the food is worth it👍

The lines are always long but it's always worth it! Employees make it ad fast as possible!

Glad to see these guys n gurls doing Well at a time like this! Who DOESN'T need some Portillo's in their Life?!!

You can get heart shaped cakes in store February 5th through the 14th and pre-order for pickup or delivery starts January 12th at portillos.com Gotta love it❤️✊👍🎯📈

(Translated by Google) cool (Original) coole

Absolutely love the chopped salad.

Great drive thru experience, line was long but moved quickly. Order was perfect and delicious.

Always good, always consistent, always a line because they are just a great place to eat.

Always solid service, don't let the long drive thru line scare you!

Had 2/TWO , Bad experiences today with portelos and included the manager who Tabetha at the central distribution centre got me talking to asking to have mercy and let me give cash and not wait in line. Asked to separate orders for me Just this one time separate orders for me and it did not go well. Usually I would give portelos 5 stars. Not today....I'll B back! !

Classic Chicago eatery, great food, good service, the only downfall is the popularity of the restaurant, it can take a lil time to get your food, but that won't stop me from coming back

Was just great I'd love it.

Best chocolate cake on the planet!

Drive thru pickup line is impressively efficient. Food is fabulous as always. Love Portillo's!!!

Prompt drive thru service, hot dogs are always great tasting, but they are kind of rubbery to bite through, not a deal breaker!!! Lol

Your baked mosticolli was very disappointing!!! Have always bought this everytime we go there! You changed the sauce and it has a bite to it and too much of a tomatoe bitter taste! Sad u changed! Will never buy it again! What a shame!!!!😒