Portillo's Bolingbrook — Restaurant in Bolingbrook

I believe this email I had to send to corporate sums up my experience.........................................................................................................I visited your location on 09/01/21 at approximately 7:21pm. I was order number #133. I wanted to voice some complaints I had regarding my experience. First off, I would like to note I called the location directly a couple minutes ago and spoke with Tiffany, the manager. Tiffany totally blew me off and basically state there is nothing she can do...totally unprofessional for a manager to dismiss a complaint like that. I'm not trying to make a big deal out of something, but it appears as though the only way to get my voice heard is to reach out to corporate, which is basically what Tiffany told me. So, my complaints are as follows: like I stated, I placed my order at 7:21pm per the timestamp on my receipt. I did not walk out with my order until approximately 7:45pm...25minutes to fulfill a basic order. After about 20 minutes of waiting my wife approached one of the workers behind the fry counter area and the girl was of no help...she pointed towards our order which was sitting on the back counter (it had been sitting there for about 5min, at this point getting cold) and that was all she did. No apology or estimated wait time, or explanation, just pointed and that was it. A nice male employee clearly could tell my wife was upset, so he interjected and at least let her know it would be approximately 4 more minutes for onion rings. Eventually our order is completed, and placed on the counter for pick up. Again, no apology or anything. It should be noted while we were waiting two female employees were arguing and getting in each other's faces constantly, which is probably why things were so slow. I thought at one point they were about to get in a physical fight. It was an extremely uncomfortable situation in general. We get home and find our order is missing a large cheese fry, my wife's order wasn't correct, and the beef sandwich was completely undercooked (we threw that away). I did not want to call the location right away because I could tell things were very chaotic and I didn't want to cause more issues...I figured I could call in the morning and voice my complaints with management. Like I stated above, I called management and was basically dismissed. Tiffany said she wasn't the manager last night so there is nothing she can do to help me...again completely ridiculous. If she would have showed an ounce of compassion I wouldn't have taken this as far as corporate. We love Portillo's and have never experienced an issue like this before. I would like to be contacted regarding this...

I ordered online expecting to pickup outside. I had been powerwashing my house with my son and we were a mess, wet and covered in dirt just wanting a quick bite to eat since we live down the street. I've never been to this Portillos and frankly haven't had Portillos in over 20 years. I just thought of the chopped salad and came with my adult son who's never been here, who ordered a DBL rodeo burger and large onion rings. I wasn't aware that you couldn't pickup orders outside and went to the drive thru and by the time the young man outside told me I had to go inside, I was not able to back out of drive thru because cars were behind me. When I got to the window I asked for the manager, who introduced herself as Nancy. When I explained to her that I wasn't aware and wanted to get my order there she told me no that I had to come inside and that it's stated online. I went back to the website on my phone and showed her that it was not indeed there. She made me go to the final order processed page which states to go inside for pickup. I explained that I didn't see that since after I completed the payment, I just closed my phone and headed over. She didn't seem to care. I asked for a refund then if she was not going to give me my food at the window then and she was very happy and smirking about doing so. How sad that a business would rather lose a $30 lunch order than just be kind and offer a one time exception to pass me my food that was already done and paid for. I'll never come back to any Portillos. This poor customer service from a manager ruined it for me and the food is just not worth it.

Register # 099...

I visited the establishment last night and ordered a large fry and plain fish sandwich (nothing on it.) I asked for everything to be fresh.

In a nutshell, the fries were fresh, but had TOO much salt on them, and the fish sandwich was burnt! I’m not sure why ANY restaurant would ever send out BURNT food, but this Portillos surely did. (I only took pictures from one side, but the other side was burnt too.)

I returned and asked for a refund for the fish sandwich.

I’d like to shout out the manager / assistant manager who assisted me. (She had the cute haircut, and bangs, kind of short, between 5’3” - 5’5”. I didn’t get her name. She deserves a 5 star for her level of professionalism and service. Thank you, ma’am.)

She gets 5 stars.

The restaurant, however, gets a 2 star because they did give me fresh fries, so they tried. However, there’s no reason to add that much salt on the fries, nor send out a burnt fish sandwich. Please do better.

I used to visit Portollos, literally, EVERY day, at least 1x / day, sometimes 2. I always ordered the fish sandwich, no tartar sauce, and a large fry. However, I haven’t visited any Portillos in over a year because it’s always something; undone fish sandwich, burnt fish sandwich, a glob, (I.e., excessive amount) of tartar sauce, cold fries, extra salty fries, stale or lukewarm fries… the...