Portillo's Elk Grove Village — Restaurant in Elk Grove Township

From today. I will say I USED TO BE regular customer for this place and want to share the most embarrassing experience I had with one of staff in this Elk Grove Village, IL place.

It was around after peak of lunch but still many people were dine-in and waiting for take out.

I LOVED Portillo`s double cheese burger and everytime I come here, I ordered them. However, since this burger is too big for small hand woman, I always had struggled eating with both hands. Also, since most likely I have tight lunch hour, I started using multiple napkins to put underneath half of burger so I do not have to bother worrying about getting my work clothes dirty with meat gravy or sauce melt.

Save time, fast food, good taste.

Every visit I had was perfect.

Most staff here I recognize are friendly and hard worker but until today I met this Mexican? mid year man who was starring at me while I`m taking napkins and ketchup.

I understand I had to use multiple napkins but THERE WAS A REASON. But that man stand next to me and said

TOO MUCH

TOO MUCH

There was other customers who was taking lots napkins. I don

t understand WHY only me. He could have said to others. Maybe he was just stressed of something and let out his bad feelings towards who seemed can let out his stress but I felt so embarrassed and even sex discriminate and he

It ruined my whole lunch hour and I have a trauma now that I`m not supposed to eat their food anymore so sadly I do not want to have future visit in this location but let it to write review in here so that no other customer like me will experience same situation.

Please train him that if he doesnt want to re-fill that napkin, he needs to talk to upper management or if Company wants to save the cost, the company also needs to work on improvement like EAT-N-OUT does to have paper sheet cover half of the burger.

Thank you very much for taking time...

I’ve never had an experience like this one. So disappointed. This was my first time EVER walking out of a restaurant due to horrible service. I had called before my lunch break to place my order, a simple ceaser salad. I get there, and head straight for the pick up section, and there’s 2 separate lines. I’m confused and don’t know wether people are lined up for different things?? So I basically waited 20 min in one line. While people in the second line waited less than 5 min before they got the orders that they had also called in. So it was very unfair how the people who had been waiting for a long time were being skipped. I had already been skipped once, I was about to be Skipped AGAIN, before I let the employee know that I had to be taken care of first before the person who had just BARELY arrived could be taken care of, in a nice tone Ofcourse (and I’m usually a patient person, but my lunch break was running out.) It’s FINALLY my turn. They ask me what I’m there to pick up. I let them know that I had placed an order on the phone. So they’re looking and looking for my salad, the worker keeps going to the kitchen to see if it’s been made. Which Im sure wasn’t even thrown together yet. So I just let the worker know, “you know what it’s ok forget about it...” and left without getting any food. Wasted my whole lunch break waiting for nothing. Starved Till I was out of work to eat dinner. And there’s also no need to be rude to costumers on the phone when they’re placing in their orders. Who ever took my order sounded like she had an attitude cause I wanted extra cheese on my salad. So...

One can read my 5-star review of the Schaumburg Portillo's for a better idea of why this place is so delicious and great, but the Elk Grove Village location is the worst of them all. The service is kind of mediocre (they've goofed many of my orders over the years) and on occasion, their chopped salads are not of high quality like other Portillo's eateries.

For example, the chopped salad I bought was kind of soggy; not very crisp and the lettuce a bit 'blah' in the mouth. I called them and they said to come in for a freebie whenever I had time (points for not making me come in with the same salad). However, I came in and the manager kind of interogated me and said that their salads are ALWAYS fresh. I'm like, it was soft, not crisp and the moisture content was too high, as if they didn't really dry the lettuce after washing it or whatever.

My internal thought: 'Manager lady, just wish me a nice day, admit fault and let me get on with my day... don't pass the blame.'

My hamburgers have been incorrect and my orders were missing things I only realized once I was miles away, but why describe in detail more than one event? They just need to get their act together...