Portillo's Grand Prairie — Restaurant in Grand Prairie

Normally, love Portillos! I go every-time that I am in Chicago for work and have been going to the one in Arlington since it opened. I love the spicy chopped chicken salad, and the one in Arlington is very reliable. This location is a different story. Last night I came through at about 9:00 (I work nights and have late lunches) Line was about five cars long, but I was in line for about 30 minutes… I don’t really blame the workers for this, because I know that food service can be difficult and quality food takes time. I ordered my food, and felt like he might’ve been only half listening but I let that go. When I arrived at the window, I sat there for a WHILE before I was actually handed my food (Spicy chopped chicken salad, a jumbo chili dog, and a large fry) My fries were cold as soon as I got them, which I realized when I was snacking as soon as I left the drive thru. When I arrived home and opened my order, it was genuinely like maybe five to six small pieces of grilled chicken (normally spicy and fried) on my salad and felt like a smaller portion than normal. This bummed me out because I can’t stand bland chicken, and it was very bland. The fries were cold already as stated before and I only live five minutes from this location, the chili dog was also not very impressive.

I came back through the line this morning at about 10:45. I apologized and told them I don’t normally complain and I just wanted a remake on the salad. I did not mention any of my other issues, because the food was still edible. I didn’t even want a refund just a remake, they made me wait in line for probably fifteen minutes at the window. Three different people talked to me, one told me that they would go ask their manager, another came and told me that they would get that remake for me as soon as possible and said they couldn’t give me a refund (I told them I didn’t need one, just a quick remake) Then a third person came out with a paper and a pen, and told me that they have a “no remake policy” (which was odd because that’s literally not true, they state so on their website, and I have worked multiple food service jobs and everyone of them allowed remakes as long as it’s not a repeated issue with one customer or for very stupid reasons) I smiled and nodded and gave her my email for a “coupon” which I still haven’t received. I was nice to all of the workers, but I do not plan on coming back until this is fixed, it’s very embarrassing for such a new location to have such awful customer service in the first two weeks of them being open.

They also blamed me for not calling the restaurant last night, which felt very rude because, do you want me to report you to your HR because you messed up my order? or do you just want to fix my order and then move past it? I was also working, I am constantly on the phone at work and I normally eat my lunch in small bites when I’m muted. I had no time for a lengthy drawn out phone call, when I could just come by tomorrow.

Anyway, be better Portillos! I know you can be! I will reevaluate this review if an effort is made to fix this. Thank you!

TL;DR. They lied to me about a remake policy for my 15 dollar salad, and have very poor customer service. If they mess up your order; they will...

Let me share my experience. I took my wife and two kids to this place to see what it was all about, and honestly, I hated it. The service, atmosphere, and food were all disappointing. It took 35 minutes for me to receive a burger, even though the drive-thru was empty and there was only one small table being occupied inside, while around 20 employees appeared to be doing nothing.

The food was subpar—cold and poorly cooked. My burger was burnt and tasted like it had been infused with lighter fluid. The kids' chicken tenders were also cold and poorly prepared, and the spicy burger was just as unpleasant.

The environment was terrible as well. I love music of all kinds, but it was so loud that I could hardly hear the person sitting next to me. To top it all off, we all got sick that night. I would love to send you our medical bills. We'll definitely not be returning.top it all off, we all got...

My new favorite fast dining place which is, unfortunately, 25 minutes from my house (with no traffic), so a bit too far to go all the time. [NOTE: The low-star reviews as of 8/26/2025 are almost entirely from people who went to the Grand Prairie location before its grand opening on 8/21/2025.] I heard about Portillo's when I visited my brother in a northern Chicago suburb. I really like hot dogs, so I gave it a try and loved it. I went three days in a row. I am used to getting a hot dog with just hot dog, bun, and mustard--and maybe a chili dog now and then. At Portillo's, I had their normal "Chicago" style hot dog (without the peppers) and loved it. I have been to the DFW locations in Grapevine and The Colony, but I am VERY happy to have one much closer to me now with the new Grand Prairie location. BRING PORTILLO'S TO OAK CLIFF! That is my new...