Portillo's Naperville — Restaurant in Naperville

Even though Portillo’s is known for its Italian beef sandwich, their double burger is one of the absolute best fast food burgers on the national market. Every time I have ordered it without exception—including this visit—my double burger was juicy, delicious, and cooked to perfection with that outdoor bbq char that you achieve when you barbecue at your own house.

5/27/24 New Visit

Went inside to order the Italian Beef Bowl for Katherine with the bread and au jus on the side. The service was very good; and the manager asked if I didn’t mind waiting just a few minutes longer for my order to receive fresh bread they were baking which I thought was great!

June 3 Visit:

2 stars only.

I ordered a large beef sandwich (9 inch) for my fiancé, and she wanted the beef on the side and the bread separate . . . so that my fiancé could eat it later at her convenience and not have all the bread soggy.

I ended up purchasing a beef bowl and they only gave me 6 1/2 inches of bread …AND…they did cut it down the center, but 90% thick on one side and paper thin on the other.

My fiancé’s sandwich was falling apart, and she was very displeased. Of course the beef was still tasty, but the sandwich was pretty much ruined.

We were also very displeased that we refrained from getting the peppers with the beef and simply wanted four little cups of giardiniera. When you spend good money on a large beef and your charged $.75 a cup, adding three dollars to my bill with tax for a total of over $13 for a large sandwich. That was not good. Not a good value. Better off, finding giardiniera from a grocery store and skipping it from Portillo’s since they couldn’t give you complementary giardiniera. Give me a break.

My fiancé suggest we start going back to Buena beef!

7/4 visit

Chicago dogs were fantastic. Grilled chicken sandwich was a bit overcooked and far more...

UPDATE: Portillo's responded to OP. Told me to go to their website and basically had to repeat everything written here. No response. So, how much do you think they care?

ORIGINAL Post: Met some friends here for a quick dinner. Cute place. VERY EXPENSIVE especially for what you get. I tried to order something simple and the order taker was so busy trying to be funny (ie fake engaging) that he wasn't listening or answering my questions effectively. So, he messed up my order. Then, after he has me pay for it, he says, "Here's your receipt. It'll be 20-30 minutes for the rib dinner." You might have told me that upfront! I didn't have time to wait, so I asked him to change the order. "I can't," was the reply. I had to place a 2nd order, for a beef sandwich NOT dipped, pay for it, then he called over a supervisor to cancel the previous order. This whole time, the line behind me is growing (15 people, now), but they don't open another register. The supervisor uses the same register to cancel the incorrect order. I finally get my bag of food and sit with my friends. I reach inside and pull out a good sized sandwich, but it's in a plastic bag!!! You guessed it: THEY DIPPED THE SANDWICH! OVER $25 for a beef sandwich, 14 hard-as-a-rock onion rings and an iced tea? And an ordertaker who doesn't understand customer service. You can do better Portillo's... or can you? One drop of sunshine was the very nice dark-haired man in the dining room who brought us napkins, kept the place clean, refilled our drinks, and was a great person!

There are plenty of great, Family-run sandwich shops around that have great food for a reasonable price. I'll be going to one of...

I have been going to Portillio’s for nearly 40 years and never had any issues with rude or unreasonable customer service … until tonight. I order a beef sandwich with extra hot peppers every time I go there. They neglected to add extra hot peppers tonight, so I went back up to the counter and politely mentioned they did not give me extra peppers and asked for an additional portion. Rather than simply give me extra peppers, the woman in charge asks me for my order number, then looks it up and tells me their cashier did not charge me for extra peppers; basically expecting me to get back in line and order more peppers while my beef sandwich continues to get cold back at my table. She finally reluctantly gave me the peppers after a few minutes of arguing.

This was truly an unbelievable and petty response by Portillo’s management over a simple side of peppers that the cashier omitted from the order. I was flabbergasted! Is this what happens when a restaurant goes corporate? If they want to be this cheap at the risk of inconveniencing customers, I am done forever with the location at 950 E. Ogden in Naperville.

No coincidence but while I was arguing with the manager, another customer came up to the counter to complain about rude service he received. This Portillo’s location is sad...