Portillo's Peoria — Restaurant in Peoria

I had never been to a Portillo's before but noticed one close to where I'd been shopping and also noticed that they had a drove through, so I thought I'd grab something for the drive home. The drive through has a live person, not a radio, which is a nice touch, and she was able to advise me about the shakes, so I wonder why she didn't warn me about the Italian beef..... The first thing I learned is that this is not fast food. I was second in line and waited a full 6 minutes on the person in front of me. When they left and I got to the window, I thought my order -- an Italian beef and chocolate shake -- would be ready. Nope. Someone came out and delivered orders to three vehicles behind me, but not mine. Suddenly someone appeared at the window and, without a word, thrust a bag and a Styrofoam cup at me. I asked if there were a straw in the bag and he said yes. With the bag dripping over me and my seat, I learned the second thing -- this is not road food. The sandwich was wrapped in two layers of paper but it still dripped juice through the bag. When I tried to unwrap it so that I could eat it, the juice got all over my hands, and made it hard to unwrap the second layer so that I could eat ilthe sandwich without everything coming apart. I pulled over and peeled the paper down about half way and proceeded to eat as i took off again. When I got to the halfway point, it was hard to unwrap further, and I don't know how much paper I ate. The sandwich was delicious, but not something I'd try to eat while driving again. For some reason the shake was also messy, with chocolate syrup dripped down the outside of the cup. And there was no straw. Pull over again, and look for a spare straw in the console. The shake was good, but why couldn't I have a straw and why couldn't they have cleaned the cup up? Then, when I got most of the way through the shake, something solid came through the straw. It turned out to be a sliver of blue plastic. What was it doing in...

I was disappointed in my visit to this new Portillo's restaurant today. I want to start by saying that I grew up in the Chicago area and my family still lives up there. There is a Portillo's very near my mom's house that I have visited for years. Also when I was at Portillo's today I went through the drive-thru which was not busy at all. There were only two cars in front of me and no wait. I placed an order to a somewhat friendly girl in the Drive-Thru. She entered my information correctly. I ordered two Chicago dogs and one hot dog only ketchup. We also ordered onion rings and drinks. I was given one Chicago dog and two hot dogs with only ketchup. I was also given regular Coke instead of Diet Coke which in my world was the worse offense. The receipt that was attached to the bag was exactly what I ordered however whoever was inside the restaurant filling the bag clearly was not paying very good attention. Also the person handing me my order handed me a drink that had a big c on the top for Coke instead of diet. I had driven away before I noticed these issues. I was just very surprised to have such poor service and attention to detail when they weren't busy at all. I have received much better service at other Portillos when they are extremely busy. Even though my order was wrong the food was hot and tasted good. So in the end I'm very glad Portillo's has opened a Peoria location however the management definitely needs to work on customer service and of course providing the correct orders to the correct people. If you don't get the right food nothing else...

Not even my order, was there for someone else. The order was a large fry, regular onion ring, and 2 cups of cheese. Not only did it not take 30 minutes from when I ordered to when I received my order which in itself is crazy... but no expectation was set that it would take so long. When one orders a couple of fried sides it should not take that long, and they had to park me too to bring it out. But here's the thing... I placed an order elsewhere while waiting not thinking it would be that long as would be a reasonable thought process due to only waiting on some fried sides, well the other place started making my order when it was placed... I sat there watching time just tick-tocking away. Yeah they got the food to me, again for someone else... I get to where I placed my order and what do you know.... my food is cold. You need to set expectations with your customers because I doubt you are going to pop up and say hey we're sorry about that... let us pay for our messup... then on top of all this, you messed up your own order!!!! And your employees didnt even give me a receipt. It was paid with card, I should have got a receipt. So now we are going to have to argue with someone to get this problem addressed. Terrible terrible experience and it seems like everytime I go to portillos I have a problem. This just happened to be the time I finally got angry enough to post a review on it. I am not one to just rush to post something negative but your employees need to start giving half a damn,...