Portillo’s (Not a Restaurant) Support Center — Restaurant in Oak Brook

Maple Grove, Mn- My family (2 adults and 3 young children) had never been to Portillo's and thought it would be fun to have 'special' hot dogs, etc. at our campsite since we had gotten a late start. So, I placed an online order @ 4:45 pm to be picked up at 6pm (on a Thursday). I arrived in the drive thru line with my family at 6 pm. I was asked to pull ahead and wait because of our 'large order'. I was confused right away because I didn't think our order was that large and had been place 90 minutes ahead of time. At 6:20 my wife called into the store and asked for a manager to check on the status of our order. She was rudely told that number of sides we had ordered had caused a huge delay and that there were two people working on our order. She went on to say that they only receive online orders 15 minutes ahead of time, so that is why the order was not ready yet (at now 6:25). By 6:35 we finally received our order and were on our way to our campsite. The worker that delivered the order to our car again referenced the number of sides as she 'apologized' for the delay. We arrived at our campsite at 6:45 starving (the 2 year old and the 4 year old had been crying on/off for 30 minutes) to find an incomplete order and cold food. While the rest of my family did the best they could to choke down the food (again, campsite = no real other option), I called and spoke to the manager and supposedly the general manager. At that point, I only knew we were shorted two items, but I later learned that we were actually short 5 items and 5 sides; so much for the 30 minute wait for them to get the order right! The 'general manager' went on and on about the sides (all 95 of them; keeping in mind that one side could equal a ketchup packet or a tomato, etc.) and the online system issues. I explained that the sides were ordered due to ease for my family (sharing) and the fact that we were camping; again citing our first experience with Portillos. I learned about the 'sides' from trying to add ketchup packets while ordering. The online site allows for up '5' of each 'side'. I had tried to ask for 6 ketchup packets and received an error message. I had no idea this would be such a 'problem', but I didn't create the system or the limitations, etc. The general manager also tried to tell me that the food is only guaranteed hot for a six mile radius. I tried to explain that I thought it might have been the extra 30 min. of sitting there while the sides were 'made', but he didn't seem to agree. He did agree to comp the two missing items (that he knew about at the time) and 'more' for the inconvenience and I would see the result in my e-mail. Frustrated that there was still no ownership shown for the delay, but wanting to get back to my family, I agreed. Turns out, that for an almost $45 bill, I was comped just over $15. Wow! Thanks! That makes total sense... I have never been so shocked and disappointed before in my life. Way to go Portillos...great first (and last) impression. I don' think I have been to a sit down restaurant with my family and had it take 45 minutes to put the food out. Pretty poor! Shame on you for your terrible customer service. I am reluctantly forced to give you 1 star in order to post. Oh and I was treated so poorly as a customer that I didn't bother circling back in regards to the additional forgotten items...decided posting this was a better use of my time. I hope it is...

DO NOT ORDER AN ITALIAN BEEF SANDWICH FROM PORTILLOS! I ordered an EXTRA DRY Italian Beef with a large fries and small coke through the drive thru last night around 10:15pm When I got home I sat down to eat and took a bite out the Italian beef and felt a sharp object go straight into my tooth! I took it out and had no clue what it was! I didn't know what to think so I had some fries and again took another bite to have another object crunch in my mouth! I then started to open up the sandwich and look through it and there was bones found in my sandwich! I called Portillos over 10 times which I have record of that and keyed in the #2 for a manager and the phone kept disconnecting me! They close at midnight and these calls started after 10:30pm I left the sandwich on the table and went to brush my teeth! I started vomiting so much that blood started to come out! Now it's after midnight and couldn't wait to go in the morning with the sandwich! As soon as portillos opened I called and spoke to a manager by the name of Jerry and he had asked me to bring in the sandwich! Then I called corporate and they had told me to also take in the Italian beef and they will send it out for inspection and I need to fill out paperwork at the location! I went over there and asked for Jerry the manager that happens to be a General Manager! He took the sandwich and comes back and says You are all set! I told him NO corporate told me to fill out paperwork and to give you the receipt! So he then gets the paper work, asks for my information and tells me "I inspected it and I didn't find anything" I told him open it again there are bones in there! After he seen me getting upset he then tells me he will send it out for inspection and they will give you a call back! He did not even offer me a refund he was on a hurry to get me out of there! My tooth is killing me, my ribs feel like they are broken from all the vomiting, I was spitting blood all night n day and I'm dehydrated cause nothing sits in my stomach! I made a doctors appointment and I'm patiently waiting to find out what kind of...

Do not depend on Portillos for any catering needs. We placed a catering order to have over $1000 of food delivered for late night snacks at our wedding, for this amount of food we had a signed formal catering contract. 30 minutes after the food was supposed to be delivered I received an automated text message from their delivery service telling me the order could not be filled at this time. After multiple attempts to talk to someone at Portillos or the delivery service I gave up and had to tell all of our guests that there would be no late night snacks. The next day someone from the Portillos catering team called me to “see how our catering order was”, obviously they hadn’t checked their voicemails or emails that we never received the order. After apologizing they offered to send us a gift card and asked for a few addresses of out of town guests they could send packages to. While we did receive our gift card none of the out of town guests received packages, after reaching out to them multiple times I gave up. Terrible experience, I would stay away from Portillos for your large...