Portillo's Gurnee — Restaurant in Gurnee

I'm sharing my experiences because I believe it's important for people who work hard and care about their money to know what they might get ordering from this location. I know there's a lot of great reviews but please take the time to read some of the not-so great reviews and know that there's consistent truth in every one. Then decide.

This is my 4th time ordering from this Portillos location and only ONCE has the order been right. The first time I ordered online, my husband picked up on his way home from work and the order was not on time or brought out to him. One of the shakes tops were not on properly and spilled on his uniform and inside of the car. Another patron helped him with napkins and alerted the inside to the poor packing/mess.

The second and fourth time items were missing. The second time I ordered online again and upon pickup one of main entrees were missing. We had to wait for a remake while all the food was getting cold however the fries were remade while allowing us to keep several cold containers of fries. I'd prefer the order made correctly instead.

Today it happens again! If any of you have a football player you know they're starving after practice, so we drive over to get lunch and bring it back to the family. I take the drive thru which is pretty empty being that it's about 11 a.m. I order, pay and wait for my order only to get home and find another main entree(double burger with cheddar) missing. This leads to us now sharing the food we got while I try calling which all times there was an issue they never pickup in fact it hangs up after 4 rings. Today was no different with the exception of if you want to spend more money then they'll pickup. So I told the young man my issue and am told that I need to leave a voice-mail and wait 3 to 4 days for a refund! I left a voice-mail, contacted customer care and have posted here as well.

They have good food when it's done right but it seems they don't care to be thorough. Do better guys! Take some time to retrain or rehire and care more about your customers experience. I'm frustrated but disappointed as well.

Edit 7/9/21: Guest relations responded fairly quickly, and put a free meal on my account. I'm still waiting for return of $ though.🤞🏽was hoping that this experience would redeem the last one. Posting picture to show what I got....guess I'll go home, add some cheese, warm up burger and add the mayo and...

I've seen in some top 10 or 20 best places for Chicago hotdogs in Chicago/Chicago area that Portillo's is never in 1st place and such venues like Gene & Jude's, Byron's or Superdawg rank higher.

Well I guess it really is a matter of opinion or taste but for me Portillo's has the best Chicago dog of em all. Same goes for Italian beef, other's may say AL's or Buona is the best but I'd like to think of Portillo's as the "all-around" Chicago menu minus the pizza.

Have always loved walking into that old school classic atmosphere accompanied by the music of that era. I've eaten various items on their menu but it's mainly the jumbo dog and Italian beef w/mozzarella cheese + sweet peppers I usually crave.

This location along with any other location I've dined in is always kept clean and staff is always polite. I've often heard other people complain that prices are too high but you're paying for high quality food that tastes exceptional.

I'm so glad that Portillo's stayed alive thru the shutdown and continues to attract plenty of customers. Sadly I'm aware of other businesses that have folded and I'm sure this awful pandemic has caused many local-owned establishments across the US and even the rest of the world to permanently close.

I pray that the economy will come back and that the world will soon prevail from this horrible catastrophe. Until then I will continue to support Portillo's and other businesses especially...

To be brutally honest, I was completely and utterly disgusted by the service I received. The individual who took my order was quite pleasant. However, my main concern arose while I was waiting in line for my large order, which amounted to around $70. I witnessed one of the staff members who were delivering food to cars hand out my order to three cars in front of me. Then, to my shock, he took the bag back after seeing a woman going through it.

When he finally brought the bag to me, I asked if the woman had touched the food inside. He blatantly lied, claiming she hadn’t. After I pulled up to the window, I informed the manager about what had happened, but she looked at me dismissively as if I were the problem, rather than addressing the situation appropriately. This is not how a business should operate, and I was quite upset by the entire experience.

In the end, we opted to take the food and leave because we didn't want to deal with any arguments, and everyone in the car was hungry. Unfortunately, the hot dog tasted like cinnamon sugar, and the beef was overcooked and hard as a rock. Even the cake tasted old. It was incredibly disappointing.

I'm asking you to handle food more appropriately and ensure that competent individuals are delivering it, so others don’t have to face this issue. I'm also really disappointed with how the manager treated this situation and the fact that she lied to me when I know what...