Portillo's Gilbert — Restaurant in Gilbert

Tried this restaurant for the first time at this Gilbert marketplace location later on a Friday night. We were the only or first cars in the drive thru as they had no others before us as it was late. We both ordered the beef subs with cheese and sweet chilis and one order of large fries. Some cars came behind us in the line and got THEIR food before they even acknowledged us and we had been at the front of the line waiting after already paying. We probably waited a good 20-25 mins in this drive thru only to be served some lukewarm/borderline cold food that was supposed to be hot. The fries were ruined as they were undercooked and barely warm enough to be edible. THE SUBS WERE ABSOLUTELY AWFUL. The cheese wasn’t even melted on the sub even though it should have been YUCK, had to take it home and microwave it because they basically undercooked it then let it sit and get cold instead of giving it to us when it was ready! They SHORTED us on the meat too, the bread was overly thick on each bun but barely any meat in the sandwich. There was absolutely NO FLAVOR TO ANY OF THEIR FOOD. I’ve never had food so BLAND in my life. THEY DONT EVEN SEASON THEIR MEAT AT ALL. This restaurant chain DOESNT KNOW HOW PREPARE, SEASON AND COOK. The sweet peppers should have been Green Bell Peppers but they were NOT Bell Peppers, they were Green Anaheim Chilies like the kind you make Chile Rellano with, great for Mexican food but ABSOLUTELY THE WRONG KIND OF CHILI TO USE IN AN ITALIAN SUB. The woman who was working at the drive thru distributing orders to the cars was rude and anti-social. She glared at us and didn’t greet us or acknowledge we were waiting for an order then proceeded to serve 2-3 others cars that came in BEHIND us and placed their order AFTER us! This woman gave us no explanation to where our order was after about 25 mins we finally get our order and it’s all cold ,awful, bland and flavorless, It cost $26 for 2 poor quality sandwiches with NOT ENOUGH MEAT and TOO THICK BREAD and one “large” order of fries that looked more like a medium. The fries were limp and undercooked. NEVER AGAIN FOR PORTILLOS. AWFUL FOOD, INEFFICIENT SERVICE, and totally overpriced! In fact, I wouldn’t eat their food again even if someone PAID...

I go to the Scottsdale location a few times per month for the last decade (RIP Sandra W.) because it’s right next door to my office.

I go to the Tempe location at times because it’s closer to my house but the parking sucks, so I almost always go to Scottsdale.

Imagine how stoked I was to see a location in Gilbert, right next door to me!?

Worst portillos experience ever.

1. order via QR code at the table. Yeah, look at the customer number(pic). No one called out “for the fallout” (clever rhymes won’t save you this time) order #34644906013835265. My order number was 265.

2. For those of you that understood my order number was the last three digits, cool. Can you explain why the echo on the PA system sounded like a horse race at the Aqueduct from 2 miles away? Or why I had to go to the pickup window to figure out what I was listening for?

3. Item#1 (chocolate shake key chain) was NOT in the bag. Went back to the order pickup and had to be escorted to the cashier to pick the key chain up from the waiting line. This was the whole reason I used the table QR code… to not wait in the cashier line.

4. something was off here. Either they’ve changed their food supplier or I’m the fool for thinking the chili dogs were much snappier a few months ago?

Polish dogs were too salty with no toothy snap, grilled onions had no flavor (should be low and slow to tease out the sweetness). It’s bad when poppy seeds have more flavor than the onions.

And the crinkly fries were dry as dust and had no salt, which my cardiologist would love… but that’s not why I go to portillos.

5. the chocolate shake cake was completely homogeneous. There was no cake, just something a bit above an Oreo McFlurry. I can stand the smaller size, I won’t stand for the lower quality.

6. Table was sticky and as we were leaving, another customer was sitting in our place. Gross, I never saw a single employee cleaning a table. Review your security footage if you don’t believe me.

Bottom line, bathrooms were clean, so that’s nice. I helped pay for your multiple locations and Beef Bus. Today, what did you give a loyal customer? Chicago would say,...

I went to get lunch. Unfamiliar with the food I saw the sign promoting a “Philly cheese steak sandwich “. It LOOKED amazing! I ordered it and a large coke. Given a number and asked to have a seat! Before I could turnaround my number was called! Less than 15 SECONDS! I went to pick up and got my tightly wrapped food and drink. At the table I discovered NO ICE! In the coke. I got up (I’m handicapped) and went back while I took a sip, “ my coke is watered down and has not one piece of ice!” The supervisor told a girl to add ice! I told her I don’t want it. It’s been watered down by the melted ice, so just give me a completely new drink she checked with her boss. He looked at me! And shrugged his shoulders so I went back and sat down, opened up the rapper. My sandwich was soggy! No wonder it took 15 seconds they make the sandwiches and pour the drinks in advance! I picked it up to take a bike and the whole goddamn thing was just one mushy disaster! I went back to the manager and showed him how the sandwich has leaked deep into the bread and impossible to hold without falling apart!! He turned away without answering, so I told the girl either give me a refund or make a fresh sandwich. She went and talk to someone and he looked at me. They started to make a new sandwich, and I stood there, staring at them. she brought it to me and told me they make them in advance because of the lunch rush and that’s what happened so when you go there just be ready for a shitty attitude! A watered down soft drink that has been made long before you actually arrived and your food will be a soggy untenable mess! I DON’T LIKE NASTY 🤮 FOOD served by idiots like the supervisors at Portillos! I treated the crows in the parking lot to this failure! And made a “WARNING” sign at work to AVOID PORTILLOS or risk a miserable experience. This is the first time I have ever had to write a negative review for a restaurant. But it was...