Most of my experiences have been pretty great here. You have to expect a wait in line and don't forget the trouble with parking at times. However, I treat coming here like going to Costco- You expect those lines and wait times for a reason. However, on my second-to-last visit, I had ordered several bags of food and only opened them once I got home. One of my items was a $7.99 turkey sandwhich. I did not get that item in my order. So, I called, left my name and number, and was told I would get what I paid comped on my next visit. Well, that visit was this last Saturday. Now, I and a group of friends had just come from an event and the place was packed, which we expected. I told the lovely worker who took my order about the mistake last time and she told me her supervisor would give her a code and check for my name/number. She then came back and, to no fault of hers, as she was following instructions, she told me that she could only refund $7. With tax, I had paid about $8.78 and when I asked why I wouldn't get odd the amount ai actually paid, I was told all they were willing to give me off was $7. The supervisor had walked away and the employee told me she only had authorization to take off $7 and it had already taken about 8-10min for me standing and waiting before paying to have the employee track down her supervisor and get the code. So, Portos messed up and didn't give me an item I was charged for, and then, after saying they would comp what I was owed, the manager just plucked a total out of thin air and then disappeared and didn't help her staff. It's the principal of the matter for me. I paid a sum, I want that amount compensated, because that was what was owed. Plain and simple.

I'm just disappointed with how the supervisor handled things and then disappeared so I couldn't even ask about the correct price when the price is literally on the menu board overhead. I've had two good experiences here and now two that weren't great. I don't even know if I'll give them another visit. Also, the tamales were way too soggy. But just remember to check your bags for all of your items before you leave. You won't get comped back what you should.

UPDATE 8/22/24

Customer service reached out and offered my a $25 credit to try to mend things. But now things are, ironically, worse. Long story short, when I brought a friend with me and tried to use that credit, the manager didn't believe us, . Made me repeat that I was using credit severql times and for how much then tried to take off, guess what? ... $7 AGAIN and then got visibily upset when I pulled out my emails with customer service showing them offering the $25 credit and explaining the situation. The manager didn't say a word and just adjusted the credit. My friend that was with me and I both felt very uncomfortable because I was accused of already using my credit and that "I'm getting lucky this time, but this is the last time." Not hard to see the manager thought that I was a scammer or something when I had simply been invited back for a fresh start with Porto's. My friend also noted that the manager glared at me from across the room when I asked another staff member for some to-go boxes. Very hostile experience. Did not expect to be treated like a thief or something. Portos- please please fix your customer service. I get that you are a busy place and your pastries are nice. But the stress I have had interacting with your staff, managers no less, has been anxiety inducing and downright deplorable. It just isn't worth coming back when I now wonder if that same manager will recognize me and give me a hard time again.