Portillo's Joliet — Restaurant in Joliet

First time ordering from the new Crest Hill location for delivery..... 2 chopped salads, nothing special. The driver called to apologize and let us know our order was given to someone else and they had to wait for it to be made again. Food was good as always, just waited twice as long as we should have. Not sure who was at fault, I am only sure that both Portillo's and the driver both got paid. 2nd experience with Crest Hill Portillo's was via the 3 lane drive thru. Waited far too long....it was approximately 3pm on a Sunday. A chopped salad and a beef with cheese.....that's it. We were asked to park to the side to wait for my order. Easily approximately 7 cars that were behind us received their food before us. I even stepped out to ask what was causing the delay with our food. I was just told it's coming right out. A minimum of 20 minutes is the time it took to get our food via the drive thru. Lots of work needs to happen to be as efficient and successful as the other locations I've visited. I grew up in Bolingbrook where there has always been a Portillo's restaurant, Portillo's efficient system is not new, Crest Hill should not be missing the beat, perhaps the owners need to ask themselves.....is it Skill or Will causing negative customer experiences? Perhaps a little of both. Thank you...

I ordered a cheeseburger for the Joliet Portillo’s tonight and there was a HUGE piece of PLASTIC!! Yes plastic, on my burger. Unfortunately I did not make the discovery until I got home to enjoy my meal. I tried calling the restaurant several times with no answer so I had to drive all the way back to the restaurant. When I got there the first young lady I spoke with asked me if it was “really” on my burger as if I had made it up until her co-worker approached us and confirmed that the plastic was from the cheese!! They began to re-make my order and after waiting 15 minutes I asked to speak with the manager. The only reason I gave two stars is because after I spoke with the manager to express my concerns and frustration , she seemed genuinely apologetic. I understand that this location just opened and things aren’t going to run as smoothly as they should but finding plastic in food that I am expected to consume is absolutely unacceptable. What if one of my children had ate that cheeseburger and did not look as closely as I did. As big as it was they would have choked. I am disappointed because I was looking forward to having a Portillo’s location closer to where I live, but honestly after tonight’s incident I cannot say that I would want to eat...

I went through the drive thru today, I had a great experience! I am a fan of Portillo’s as many are and I was hesitant about this new pickup/delivery location. I have nothing negative to say. The nice woman who took my order, Stephanie, was very friendly and helpful. I wanted to customize a sandwich and it was pretty pricy with the add ons, she explained what I wanted was similar to one that is available on the menu and cheaper because you don’t pay extra for add ons. After getting help with my order we waited for our food. It was relatively quick, what would be expected for fresh customized food, while waiting my impatient son and I were greeted by the gentleman that was giving customers their food, Dre. He was friendly and my 5 year old asked him lots of questions and just talked his ear off. He didn’t once seem annoyed or ignore him like many would. He continued to deliver food to others while giving my son stickers and a hat and just making his wait and mine MUCH more pleasant! I really felt they went above and beyond to ensure we had a good experience. Once we received our food it was all correct and everything tasted great! I would definitely return and recommend this location based on the EXCEPTIONAL service...