Portillo's Avon — Restaurant in Avon

The WORST experience we have ever had by far. If I could give it zero starts I would. They were a little busy so we expected a little wait while dining inside. The cashier had a look on her face like she did not want to be there and everyone in the kitchen were working as hard as they could to get the food out. So after we ordered, we went and waited to pick up our food. While waiting for our food, which was very fast and we were expecting to wait a long time, we decided we wanted a beer while our meal. We stood at the counter were you order the beer at for over 5 minutes and then I finally went up to the extremely nice young , lady who was calling out order numbers, to ask if any one was working over there. About five (5) employees all yelled for someone named Issac. So someone finally came over but his name was Jason, who we think was the shift manager this night, and asked for a second to catch his breath. We replied with, "Well, we have been waiting for over 5 minutes to get our drinks.". He huffed at us, threw his hands up in the air and slammed them on the counter and said "Well, I'm shot 6 people tonight and I have to do everything myself." He was very rude and never apologized for our wait. He told us to give him a break because apparently his staffing issues are our problem. A manager should never complain or give excuses, just say I'm so sorry for your wait and what can I get for you? Had He said that without all of the theatrics, our entire visit would have been at least a 4-star rating.

The one positive thing I will say is that all the employees, except for the manager Jason, had their masks on properly covering both their nose and mouth. Not one time did we see them pull the mask up or down unless they were taking a quick drink. The masks being work correctly is a 5-star from me to whomever the...

First time and last time I go to Portillo's. You enter and then have to go to the far side to stand in line and place your order. It was so loud the cashier could not hear me nor could I hear her. I ordered the Italian Beef with no hot peppers, fries and a coke. I then look around to try to find where I have to go to get my food, no guidance from the cashier. Finally someone told me it's back on the other side of the restaurant. So now I go back to the entry area and wait for my food. It was so noisy that the counter help has to use a microphone to call out names! I get my food, go find a table, take the food off the tray and now where do I place my tray? It's too big to leave the food on it so it must go somewhere but where? I sit down and pull my food out of the bag and there's no napkins! Where are the napkins? All the way back over by the front door! Not on the counter where you order and/or pick up your food! Someone had to show me where they were since they were hidden by people coming in and leaving! Then the napkins were so thin they definitely are cheap on this item! So I finally get to sit down and eat just a plain beef sandwich! No cheese, no green peppers or anything yet they charged me $0.55 for mozzarella cheese! Your menu shows cheese, green peppers and what I call hot peppers (which I asked to leave off) and now you charge for the extras even though the menu clearly shows they come on the sandwich! There were four others in my party sitting at one table and we could not hear what anyone was talking about due to the loud music and people having to talk so loud to make others hear what they were saying! I spent $11.68 for a miserable experience. I will not return and I'm sure you really...

Alright, so this is a hard review to write, but all I'll ask is for you to read the whole thing. Overall i had a rough experience here. This was for the location west of Indianapolis and i was severely disappointed with their management. When our order was called we quickly learned that we were missing a meatball sandwich. I reported this to the frontline manager who apologized and said that there was a 5 minute wait for meatballs. She asked me to wait at the counter. I explained that I was with my wife, so she politely asked my to come back up (even McDonald's wil bring something to my car of I have to wait). I went back up and yet, still no meatballs. Shortly after, a young man brought up 2 sandwiches and announced "Meatball sandwiches are up". I thought this was it ... nope, I'm still waiting. At that time the other manager on the bank line noticed me waiting so I showed if one of those mental sandwiches was for me. Alas, it was, but they needed to get manager #1 to get it to me. Manager did come quickly to get me the sandwich, but that was it. No, "I'm sorry for the wait", no explanation, nothing. I explained that I didn't get out often with my wife, but to have her eating her sandwich while I stood at the counter waiting for mine was not acceptable. For that, I did get an "I'm sorry". Well, the food was excellent, i can't deny that, but the service that night wasn't great. I understand that things go wrong sometimes, but it's the actions of those involved that matters to me at times like that. Customer service is indeed dying, but that doesn't mean it isn't missed. Final analysis ... if the management was half as good as their food, they'd be in a league...