Portillo's Greenfield — Restaurant in Greenfield

Edit: After leaving this review, portillos responded with a free meal. I decided tonight my fiance and I would give them another shot. Sadly they did not redeem themselves which is sad, because this place could be so good! Placed an order for pick up. After sending a text following there instructions letting them know I arrived for curbside pickup, we waited 30 minutes. My fiance then decided she'd go inside to see what the wait was as they weren't as busy this night. The lady in charge of curbside said the orders weren't going to her computer, but only other screens in the restaurant, so she didn't know we were there, even after they auto replied to my text saying they would bring my order when it was ready. She did not seem to care much. I did not get the sauce for my sandwich and our hotdog and bun had something lime green on it so I didn't even eat it. Really disappointed. I don't think I could return.

I don't like to negatively review a business, but I need to give the staff feedback. First, I'd like to say most of the staff working were pleasant and friendly. I'd like to start off by saying I understand they were pretty busy tonight. I ordered 2 fries, 2 hot dogs, and an Italian beef. I waited 45 minutes in the lobby. This is from the second my order was placed, until the bag was in my hand. Not standing in line. All in all I spent close to an hour here. The drinks are made ahead, giving the ice a chance to melt and make a soda watery. At 35 minutes, I politely asked to make sure I wasn't forgotten about. He stated that Italian beefs were a hot item and was cause for the wait. I recommend if you know this, to warn customers in advance to give an opportunity for them to decide if they can wait this long. When I got the food, the Italian beef was the only hot item. The hotdogs were cold, the fries were cold, and the drinks were watery. I'm assuming this is because they made them ahead and let them sit until the Italian beef was made. Lastly, there were a lot of unhappy customers waiting a long time. I don't expect you to gift me my meal, but a sorry, here's a fry, or onion ring, goes a long way. I didn't see this once. I'd be hesitant to try ordering here again. I know you're not a small business, but take care of your customers and they will come back regardless of one bad experience. But if you don't, after the amount of people waiting today, that's a lot of customers that...

This rating is based more on their performance more than the food. Being a Chicago native, Portillo's has been a food staple growing up. The Chicago locations can plow through a 20+ car drive-thru line in no more than 5 minutes. Up here at the Greenfield location, not so much. The food I can honestly say tastes the same and reminds me of home, but the horrific wait times I can do without. Most would say I am a very patient person, but even this spot has tested my limits. Waiting for a Cheeseburger, fries and one salad for 25 minutes in a drive-thru when there was only two cars in front of me is pretty unacceptable.

Okay, cool, so the last visit was pretty bad, maybe it was just a fluke or short staffing that occurred. Well, pretty much the exact same thing happened again, except this time I thought I would be sneaky and go inside to order to-go as the drive-thru had about 6-10 cars waiting. Inside, there were only three people in front of me waiting for food, so I thought "cool, this should only take 5-10 mins to get it this time". Twenty-three minutes later and a call from my girlfriend to make sure I didn't die, I got my food. For a place that literally puts burgers on a conveyor system to cook the burgers, I really can't see how it would take that long to pull one off, wrap it up and put it in a bag. I understand more goes into it than just that, but when I'm standing there and multiple employees are standing around watching not participating or checking their cell phones, it's pretty frustrating.

I recommend using their app to order ahead of time and then still come 5-10 minutes after the scheduled pick-up time to get it right away.

All in all, will I be back? Yes. It reminds me of home and the food still tastes great. I really think this location needs to focus on training and time-management to be successful. When they get this down, I believe they could definitely roll with the boy locations in...

My wife had never been to Portillo's and after hearing good things about them from our kids we decided to go. I ordered the crispy chicken sandwich and my wife tried the Italian beef and cheddar croissant. We found a table then I returned to the pickup area to await our food. Everything was going well until the couple that had ordered immediately before us returned to the pickup area saying they forgot his shake, the employee could not find a shake on their receipt but handed him the next shake that came up, which was supposed to be my wife's. I saw our food get pushed to the side, I could see the only missing item from our order was my wife's shake. I watched 15 other orders get called before someone asked who's order it was that was pushed to the side, they looked at the ticket, talked to another team member who then made a shake and then called our number. I expected the food would probably be cold but it wasn't. My sandwich and fries were very good but my wife's croissant was soggy and raw and the beef and cheddar had only a few pieces of cheese on it, see attached photo. I can tell you that my wife will never return to Portillo's again. UPDATE 10/25/23 Customer service reached out to me after my first review and gave me a free sandwich, fries and drink. A few weeks later we decided to give them a second chance and ordered takeout from Portillo's in Brookfield, WI. Upon arriving home we discovered that my daughter's complete meal was missing. I called the restaurant and talked to the manager, I explained what had happened and that this was the second time in two attempts that we had a bad experience at Portillo's. The manager apologized and said he would credit my credit card the entire cost of the meal. I do applaud the manager for the handling of the situation but I can honestly say that we are done with all...