Portillo's Addison — Restaurant in Addison Township

Was very surprised at the act of kindness by the manager Michelle today at our visit my brother has cancer and milkshakes help settle his stomach with the acid from radiation and chemo when he ordered he ordered a Pepsi forgetting that the milkshakes were better for him when he got his order he asked to upgrade to a chocolate shake Michelle jokingly said why do you want more calories brother laughed and said well he enjoys Portillo's shakes he offered to pay for the upgrade and Michelle told him not to worry the upgrade was on them I caught that act and after a couple of customers while I was waiting for my food I approached Michelle and let her know that I saw her act of kindness and that I thought her act of kindness shouldn't go unnoticed and let her know that I appreciated what she did she said she was only doing her job and she wanted the customer to be satisfied not many employees or even managers take the time nowadays to consider the customer everything is always about the up charge or adding to their bill and I let her know how much I appreciated her act of kindness even though it was for my brother my experience at Portillo's today changed my whole outlook on how Portillo's is as a company and the location near our house I am grateful for the hiring of that manager Michelle she had no clue my brother who had cancer or how much that milkshake Sue's his stomach but she did it...

I’ve been going to Portillo’s since I was a kid and visit both the Addison and Villa Park locations several times a month. Unfortunately, the Addison location has gone downhill lately. The woman at the counter has been very crabby the past few visits—rude and short with customers.

On my most recent visit, the ketchup dispensers weren’t even filled. I pushed down and it squirted all over my shirt. I told the staff, and they could clearly see it—but no one offered a napkin, tissue, or even said sorry.

Then my order came out wrong. I ordered a large Italian beef and sausage combo with cheese, sweet peppers on top, and hot peppers on the side. Instead, I got it in a plastic bowl with no bread, no cheese, and all the peppers thrown in. When I asked for it to be fixed, they just dumped the bowl onto bread, still wrong, and acted annoyed. No dipping, no care. When I asked again, the cashier said, “What do you want me to do? This is the second time you’re complaining.” No manager on duty either.

Very disappointing experience. I’ve always loved Portillo’s, but this location really needs better service and attention to detail.

When I went to write a new review for Portillo’s Hot Dogs, I noticed I had already left one before. I’m posting that original review again below, along with the photos. Just look at how they responded to my message from before—take a look...

I placed a decent sized order. Mistake 1: an order of tenders were not even charged so of course I didn’t receive it (I didn’t realize until my order was received) and I had to go back and place a new order. The new order for just 6pc tenders w bbq sauce took almost 15 minutes and I still did not even receive the bbq sauce. Mistake 2: my original order took a long time almost 20 minutes. With everything that I ordered including saying I was dining in, I didn’t receive a tray to carry my whole order. (Someone who ordered way less: one small bag and two drinks received a tray). There were no forks. I get to my table find out I never received my order of fries and cheese sauce, two orders of tenders (1 I never received and one that was never charged), no chicken on my chicken Cesar salad. I went back to get what was missing (grilled chicken, fries, cheese sauce and 4pc tenders) that took almost a half hour. All in all I spent almost an hour going back and forth to try and get my order completed before I could even sit down and eat. I never saw anyone else in the restaurant have any issues whatsoever with missing/incomplete items. This honestly feels like racism and discrimination. Never have I gone into a Portillos and had so many mistakes happen in one visit. Very disappointing. Not...