Portillo's Elgin — Restaurant in Elgin

When this location first opened, it was fantastic...the food AND service. However, as time passes by, it seems this Portillo's in Elgin has become extremely complacent. Here is where I am to blame....I go to Portillo's because I love their food and I always use the drive-thru. I'll go a few times and without fail they screw up my order in one way or another. I've mostly had issues with missing food or being given incorrect food. I will get frustrated and stop going there for months. But then I get a craving for a good beef and then the vicious circle starts all over again. Most recently I had back to back disappointments. Last week, I ordered 2 pepper & egg sandwiches and a regular beef with sweet peppers & mozzarella cheese. The pepper and egg sandwiches were fine but the beef sandwich literally had more peppers than meat....and there were 2 1/2 slices of peppers on the beefs for comparison sake you can figure out how little meat there was. By weight, the pepper & egg sandwiches felt twice as heavy as the beef. Now, like an idiot, I go back again this week and place the exact same order (partly to see if they could actually get it right this time). Low and behold, Portillo's consistency for screwing up never ceases to amaze me. Instead of 2 pepper and egg sandwiches and a beef, I received THREE pepper and egg sandwiches and NO BEEF! I absolutely love how as they hand you your order in the drive-thru, they proudly repeat your order (which is always verbally correct). But then you get home and it isn't right. I know it's not the fault of the person handing me the bag....they're only reading what is written on the slip. The people who fill the bags must be the ones that are illiterate. I hope people who have had other negative experiences will also post reviews because maybe then the managers at the Elgin location will wake up. But since this has been going on for years now, my skepticism is getting the better of me. As I mentioned earlier, I love the food (when I get what I ordered). But how long can a consumer continue to put up with such horrible service? Maybe contacting the corporate...

My lovely girlfriend, and I were coming back from Greenlake, Wisconsin. We went up there for the weekend, and met up with her family, it was beautiful, I had a great time besides being sick. The weather was perfect, the lake was amazing, it was so peaceful, great memories. We started to drive back home on Sunday together, and on the way back we built up quite the appetite, so we decided to venture towards Portillos.

The drive thru was packed, so we decided to go inside. We saw a lot of people in the parking lots, eating in their cars which I thought was odd, any who’s we masked up, and in we went.

We both discussed how much we like the Salad, and the Hamburger, and of course the cheese fries as well. At this point if she hasn’t noticed we have a lot in common babes!

We got to the menu, and discovered that their is a new Chicken Sandwich. This throws a wrench in the plan, we both looked at each other, and I knew the move. I go to order one Bacon Cheeseburger, one Chicken Sandwich, 2 Large Cheese Fries, and 2 Large Lemonades. My amazing girlfriend paid, yeah yeah yeah I know, she already gave me sass for it.

We got our ticket #258 and waited for our food to get ready. Surprisingly had to wait a long time, but I didn’t mind because I got to stare into her beautiful eyes.

We got our food, and took it back home. Ripped open the bag, cut both sandwiches in half, that way we can try both. This isn’t our first rodeo, won’t be our last. Everything turned out amazing, she like the Hamburger better than the chicken sandwich. Which I felt bad because I destroyed my hamburger first, I would’ve switched with her, because I enjoyed the chicken Sandwich.

Portillos is always good, would love to go back, and get the Salad next time. Let’s...

Would give this Portillos negative stars if I was able. Every time I go here. Theres an issue. They forget something. Takes 20-30 minutes after pickup time to get my food. Tonight was no exception. Sent my order at 10:05 pm for 10:30 pickup. Got there a few minutes past 10:30. No-one manning pickup counter. Employees dropping food at togo counter seeing that theres several people waiting for their pickup and proceeding to walk away without acknowledging anyone at all. 25 minutes my food sat on that counter. Without anyone coming to check on to go counter. nevermind that theres shelves there to pick up your order. No it gets set behind the counter. Meanwhile the dining room guy that was offered $20 by another guest,to check on their online order. Then had to give that $20 back, because he was of no help, could have been manning to go orders? It took another man who was there next to me to go behind the counter and start handing people their orders till someone finally came over, and that was to tell him he cant be back there. So here I am eating cold food. 30 minutes after the guarantee of “up to 10 minutes after pickup time” not cause it wasn't ready. But because they don't bother with online orders. They wouldn't remake it. “Because they were busy” And good luck getting a refund. At best you’ll get a free fry. If you fill out their survey. You'll probably have to wait an hour to even get it. And it'll probably be an empty bag. Cause god forbid we check to make sure an order is correct before sending it out.

I hope that corporate Portillos actually sees this and goes to their restaurants to see whats actually going on. Or at the very least watch the cameras that you claim to have so you can see how much your restaurant chain has...