Portillo's Mansfield — Restaurant in Mansfield

As a big brother, I never thought I’d receive a call from my younger brother in tears. He was deeply shaken, emotional, and felt racially targeted after visiting the Portillo’s in Mansfield, TX. I’m writing this on his behalf, and as someone who believes in holding businesses accountable for discriminatory practices.

My brother went to simply get some food and was met with hostility by a staff member, reportedly named Kimberly (Indian or South Asian descent). She took pictures of his car without reason or consent and began causing a scene. When I called to get clarity, I remained calm and respectful. Kimberly, however, became irate, began swearing, and behaved in an extremely unprofessional manner witnessed by others around me.

What hurts most is that this happened after a recent loss in our family. My brother already wasn’t in the best mental state, and to be treated this way over nothing is unacceptable. I also spoke with another staff member, Denisha, who accused my brother of nearly getting into a fight with Kimberly’s coworker yet that coworker remains employed.

Let me be clear: My brother is respectful, soft-spoken, and not someone who engages in drama. This entire experience points to a racial profiling issue. I later spoke to another male staff member who also didn’t offer any form of compassion or apology. He, too, seemed to support this toxic culture.

Portillo’s, this is not okay. Not in 2025. Not in Texas. Not in America. We will not be silent. We are demanding...

Staff and the manager would rather stand around talking than take care of orders sitting on the counter.

I came into the restraunt on 06/09/25 at 8:36pm to pick up my online order that was supposed to be ready at 8:31pm. My order is not ready. The restraunt was slow, only two cars in the parking lot and two in the drive-through. I give them the benefit of the doubt that they maybe just got done with a rush, and my order will be out soon. I stand there waiting for a bit seeing they have orders on the counter expecting my order any minute, In the meantime, there is a point where the entire staff and manager congregates in the center of the kitchen just talking. 12 minutes go by before the manager acknowledges my presence and then has his staff get my order going only to find out an order that was sitting on the counter the whole time I was in the restraunt completely untouched by them was my order ready the whole time. I asked to speak with the manager and he was making ecuses that they like to keep orders under the hot lamp to keep the food warm, yet my order was not even under the hot lamp and had been sitting there presumably for 15+ minutes already. He wanted to make exuses instead of understanding the problem and fixing it. Totally...

Like all Portillo’s, this one is fantastic. It’s hard to find real Chicago style Italian beef and hotdogs here in Texas, but thankfully, Portillo’s is opening a bunch of restaurants in the state. I grew up in Chicago so I can appreciate good Chicago style dogs With real sport peppers and celery salt, which most hotdog places do not put on their hotdogs. I typically get a hotdog, an Italian beef sandwich, and fries. And when you get the Italian beef ask for it dipped, which means they dip it into the gravy and it comes out really delicious and messy. Be sure you get both sweet and hot peppers. The chocolate cake is fantastic if you have room for it, and so is the sausage. This trip, I decided to try the whitefish sandwich after hearing people talk about how good it was. In Chicago, there are a few places that get whitefish direct from Lake superior and make incredibly good sandwiches from it. That’s what I was expecting, and this may be the only letdown I’ve had at Portillo’s. The white fish sandwich here is nothing to write home about, and I would not order it again. It was worth a try, But I will go right back to my staples on the next trip. I can’t wait until they open...