Portillo's Deerfield — Restaurant in Deerfield

ABSOLUTELY HORRIBLE SERVICE AND ATMOSPHERE! WE USED TO FREQUENT DEERRIELD PORTILLOS WEEKLY. STAFF AND SOME MANAGERS HAVE CHANGED AND ITS AWFUL! WAS HERE A FEW WEEKS AGO AND THEY COMPLETELY MESSED UP THE ORDER. NOTICED MANAGER WAS DIFFERENT AND SO WAS STAFF AND ALL VERY DISORGANIZED AND RUDE! THEY ACT PUT OUT WHEN YOU ASK FOR ANYTHING, EVEN TO FIX YOUR ORDER. BECAUSE WE USED TO LOVE PORTILLOS AND I BELIEVE PEOPLE HAVE BAD DAYS WE DECIDED TO TRY AGAIN AND DIDNT MAKE IT PAST ORDERING. THE LADY AT THE FRONT WOULD NOT LET US FINISH SPEAKING BEFORE SHE WOULD CUT US OFF PART WAY AND ULTIMATELY MESSING THE ORDER UP, DELETING THINGS THAT SHOULDN’T BE ETC ETC. IT WAS A LARGE ORDER SO I TRIED TO GE PATIENT AND ASKED HER TO PLEASE LET ME FINISH. SHE WOULD NOT AND THEN WE SPENT THE TIME CORRECTING INCORRECT INPUTS ETC AND YET SHE WOULDN’T FINISG. WHEN WE TRIED TO ORDER A CHEESEBURGER WE WERE TOLD WE COULD NOT MODIFY IT. WHEN MY SON EXPLAINED HE WANTED A DOUBLE SHE GOT UPSET WITH HIM AND TOLD HIM SHE OFFERED SEVERAL TYPES OF BURGERS AND HE DIDN’T DOUBLE! SHE THEN WENT BACK AND DELETED OTHER CHEESEBURGERS THAT WERE NOT HIS MESSING UP THE ORDER EVEN MORE. BOTH MY SON AND I TRIED TO EXPLAIN HE DIDNT NEED OR WANT A DRINK AS HE ALREADY HAD ONE WE HAD ORDERED WHILE WAITING FOR THE REST OF OUR GROUP TO SHOW UP. SHE KEPT ARGUING TELLING US HE HAD TO HAVE ONE AND WOULDNT REMOVE IT. I LOOKED AT THE MANAGER “WILL” WHO WAS SITTING THERE DOING NOTHING OTHER THAN ACTING ANGRY AND OUT. HE DID ABSOLUTELY NOTHING. WE LEFT AND WE WONT BE BACK. VERY SAD! SERVICE, FOOD AND ATMOSPHERE USED TO BE GREAT, NOW THE FOOD IS GOOD IF YOU CAN GET AN ORDER IN AND IF THEY GET YOUR ORDER CORRECT. THE STAFF USED TO BE SO FRIENDLY. WE KNEW THEM WELL. WISH IT WERE THE SAME FRIENDLY STAFF AND MANAGEMENT. HORRIBLE EXPERIENCE! HORRIBLE CUSTOMER SERVICE AND ECEN WORSE MANAGEMENT. THERE WAS A SUPER UPBEAT FRIENDLY GUY BEHIND THE LADY AT THE COUNTER AND COMMENTED ON THE CALE SHAKES. HE WAS SUPER FRIENDLY AND UPBEAT! BEING IN BOTH THE RESTAURANT AND SERVICE BUSINESS, IF I WERE THE OWNER I WOULD DEFINITELY BE EXAMINING WHAT EXACTLY IS GOING ON IN THIS RESTAURANT. I CAN SEE WHY THERE ARE LOSSES AND WHERE ITS HAPPENING. I WOUPD BE VERY CONCERNED WITH MANAGEMENT AND TRAINING...

Very disappointed with the Deerfield location. I placed a large order on 4/5/21 ($300) for a family birthday get together. The order was supposed to be completed by 5pm but was ready at 5:55pm. My family was arriving at 6pm so obviously I was late with the food. My mostaccioli tray was cold and did not have meat sauce as I ordered. The chicken Limone Tray was cold and burned on top. the chicken was dry and completely not edible. The BBq wings for 10 were tasty but there were only 20pc (it supposed to feed 10 people). Beef was good as always except was supposed to be served hot but I got it very cold (at least it was edible) and the chocolate cake did not disappoint. I brought it the the attention of the location supervisor who simply said she was sorry and really was not concerned with it. I called the following day to express my disappointment regarding the quality of the food and spoke to Jacki who is also a manager/supervisor. I addressed my disappointment to her, she said she was going to discuss it with a GM to see if she can offer me a gift card. I told her I was not calling for a gift card, it is not like that. I was calling to let her know her staff messed this up from start to finish and she needed to address this and figure out why this happened and how to fix it. She honestly did not care about any of that. I told her I will never use Deerfield location again and her response was "that's fine" and then she hung up on me. I was respectful, never raised my voice and yet she was done listening to me concerning this. Obviously not a professional who does not know how to do her job. No wonder her staff is the way they are. My phone conversations record automatically at work so I did clip it for future use if need be. I will be contacting the GM myself, hopefully he or she will care. I had to order pizza to feed my family on top of the $300 I already spent on the food that we wound up throwing out. Go to the Niles location if you are ordering, I have never been...

Let me just start off my saying, I am a huge fan of portillo's. This is not to hate on the brand. But so this branch gets called out on the TERRIBLE service. i had come to drive through at night on a friday (12/27/19) around 11:15 PM.(I am being specific so management knows exactly who.) I had placed my order and to my surprise it was the exact same lady who took my order the before. Except she was coughing as she takes my payment and as she hands me back my card. I have been in the hospitality industry long enough to let you know, if your sick and you are going to have to touch food or money. DONT COME TO WORK. LET ALONE COUGH AND HAND ME MY CARD. no one feels sanitary taking that. (This isnt even the bad part.) I had specifically requested 2 Italian beefs not dipped and asked for au jous on the side for both. Because the same lady that took my order last time had made this mistake before. So after I realized it was the same lady, as soon as she handed me the bag I had specifically asked her "did you make sure about the sides of au jous (beef juice/stock) are packed" and with an immediate response she tells me confidently "yes sir its packed in the bag" I didnt want to question her response by checking the bag plus there was many cars behind me. So I went home to pleasantly find that there was indeed no au jous. So I had 2 dry beef sandwiches. Oh and I also got other things as well which those had no problems. Now I spend easily 50 dollars for me and my wife when we order there. If I'm spending good money, you should expect them to take good care of your order.. Shape up your...