Leave a Review Portillo's
A Disaster. Portillo’s Should Be Embarassed
I have had a Portillos gift card that I’ve wanted to use for several months now, and I’ve come to conclusion that it is never going to be used. All I want is to order some ribs and have them delivered, since they won’t fulfill them by going through the drive through. Every time I try to place my order, the app crashes and says that there is a high delivery volume, or that there is a driver unavailable in my area. I then tried to place an order on the phone line, to then have my order never show up; in which I had to ultimately have my money refunded. I’m always impressed by how well they handle the busy drive through lines, but wow trying to place an order for delivery is a complete and utter disaster. I’m incredibly disappointed with Portillos, will sell this stupid gift card and give my business elsewhere.Show lessScooterF2F
Curbside/Indoor Pickup Not Updared
In IL, Portillo’s decided not to allow indoor pickup after the restrictions were imposed again. Curbside was also suspended. However, the app continued to show these options available. Everyone was herded into the drive thru which made me 25 min late for work as most people in the drive thru just placed the order. The window operator said it’s an app issue. While it’s Portillo’s that decided not to allow indoor pickup, as that wasn’t restricted by the state. A few weeks later, I ordered again at a different location and again, the option for indoor pickup was available. Again we were herded into the drive thru. Both times no apology, no coupon, nothing back from Portillo’s, even though I wrote them both times. It’s not even worth ordering through the app right now because your food will be sitting there while everyone else sits stuck in the drive thru. Otherwise I’ve always had positive things to say about their operation and food.Show lessORD7M7
Worthless
I have used this app to order six times, only two have worked. My card will be charged (I know immediately because my bank will send a text message when the card is run), but the app will show an error and not submit my order. I have tried closing the app and restarting, having to redo my complete order because it was deleted, only to find at the end my card information is gone! Entered a different card just to make sure it wasn’t an issue with my bank, same result. Now, paying twice for my food that isn’t ordered, we just went and ordered at the restaurant. No complaints about the food, and the managers at the two restaurants we have been to have been very helpful about making sure any extra charges were reversed, but in my opinion you should firebomb this aggravating app!Show lessGorillaRodz
Orders messed up every time
Love Portillo’s food but would never order online again. Just ordered a delivery for my family of 4 and only half the order came in and 30 minutes late. Driver had messaged saying she was waiting to pick up but “restaurant was taking forever.” When I called to ask about it I was offered a refund on missing items or re-delivery. Asked how long delivery would be and manager can be overheard yelling in background “I don’t know it’s not like I have a driver here.” So I opted for a refund, and was put on hold for 10 minutes before being hung up on. Called again and was told the refund will show up in a few days. There’s no email verification of refund, just call back if it isn’t there in a few days. We’re trying to support some businesses in the area as restaurants are closing, but would not waste another night trying to deal with this.Show lessal c d
Love the food, not the app
I've been using the app with the Gurnee IL location and it's been awesome. I love ordering before I get there then get to pick up my order and be on my way way sooner than it'd take if I had to wait. My problem is with the app. It used to never save the payment method but thankfully that finally works.
Now in exchange I get a new problem. Why fix one problem and create a new one? Now I can no longer order chopped salads as a drive thru order?? Why? I've always done it in the past via the app and I can still do it if I go through the drive-thru and give them my order in person. Now when I switch my delivery method to drive-thru I get an error that chopped salads cannot be ordered in the drive-thru. So why does this app now prevent me from doing something I've done many times in the past and something I can still do when there in person?
Now the app is almost useless for me. At least with the payment method bug I could still order but now that I can't order everything I need there's no sense in placing the order online at all. 👎Show lessTimDawgz
The App is as Good as the Food!!
Their App is fantastic!!! I usually order online food to be delivered to one of my kids 2-3x a week and I think this app is probably my favourite! Every single item is clearly marked with what it comes with and the customizations available...checkout was seamless and everything just works...I will actually probably end up ordering from them on a regular basis just because of the ease in ordering! Let’s not forget the variety of items available too! Portillo’s is rapidly moving up the ladder to our families first choice!! Thank you for the variety, quality of ingredients, the knowledge that we always get exactly what we order the way we love to eat it, reliable delivery regardless of the weather, and great final product! This Mom gives Portillo’s two thumbs up 👍🏻👍🏻!!!Show lessIlliniMom66
App 4*, food 4*, service 2.5*
App is good, needs work. When ordering would be nice to be able to add a label to each order and have a comment (request) section so that I can ask to separate the orders by name or number in there own bags when ordering for a large group. Food is good, could use more mozzarella cheese on beef when having to pay extra for it. The Vernon Hills store service is 2.5* because they forget something every time I order for a group (usually 9 people) and they never give a receipt unless I pickup (but I send someone 50% of the time) and ask for it. I've ordered both by phone and through app and they've always screwed up my order.Show lessMsyco
5* for food- 1 star for service
I did an internet order thinking I can just go and pick it up at the time stated. (12:30 Thursday-July 13) So I get there- there was another lady in front of me- and a woman on the phone behind the counter, presumably to fulfill the internet orders. She didn't even look to see if anyone was standing there- just kept blabbing on the phone. I waited at least 10 minutes for my order while she ignored everyone standing at the counter. Finally another polite young woman came out from the back to get me.
Thanks to her! The other should not be there if she doesn't want to work.Show lessWaltpal
Mothers Day Salad
The app was easy to use and it was great but the store left a lot to be desired. The app told me my small catering chop salad would you be ready at 2:43. I arrived at 2:45 and waited in line to pick up my salad for almost 20 minutes, then when I got up to the front of the line I told The young man at the desk, I had made an online purchase, but they could not find my order. The two employees at the desk were so busy and gave me the impression that my small order was not important at all. I waited another 10 minutes, I said to the same young man who was at the catering desk, that pretty soon I was going to ask for my order to be free. He then looked at me like he had no idea who I was. He asked what I was waiting for and I told him he went into the refrigerator and again looked at the same orders and gave me someone else's order, I know that because their name was on it and he said thank you I'm sorry you had to wait. It was not the best service.Show lessLuveyDragonfly
Why promote what doesn't work?
First of all, I'd like to say that I have nothing against Portillo's as a whole. Their food is great and their presentation is nice. However, I do not think they should be pushing for an online ordering service yet, unless they get their act together. The first time I used this app, I was happy to see how it had lots of customization options for your food and for your order, and how easy it was to use. Despite this, when I actually got to Portillo's (downtown Chicago), it was extremely busy, and I was hoping to be able to pick up my order that I made 30 minutes ago immediately. The problem was that the staff working their sent me to the bar area to pick up my food, where there was only one person behind the table and about 7 other people trying to order drinks and pick up food. I ended up waiting another 20 minutes for the employee to deal with everyone, even though when she finally started helping me, my food was already prepared and ready to give to me. Why wasn't there a separate place to give out online orders??!! There's no point in making an online order to save time if you just have to wait as long as you would if you stood in line. I think this app would work really great if Portillo's knew how to handle it. Until then, I give it one star.Show lessEpicfury9
