Portillo's Forest Park — Restaurant in Proviso Township

Specifically the female manager’s behavior on Sat. February 24th, 2024 was absolutely unacceptable. From the smirking attitude, lack of communication, and lies she spewed was the worst I’ve ever seen.

First off we preordered, since it said they could be up to 10 mins. done after the time stated, we waited. 15 mins past so we asked the girl at the register if she has seen our order and tells us it’s almost done and that they are waiting for the fries.

Another 7 mins pass, so we walk over to the pickup counter, the employees that asked what our order name was were polite, but nothing was getting done so one of the employees ask the manager to look up the order. The manager asks my name and disappears. We wait again for at least another 10 minutes while we are asked periodically by different employees what is our order number or name.

By this time 30 mins have past, I’m frustrated so I ask the manager what is going on. To which she lies and says they put it on the rack, but someone must have taken it… uhm mind u another employee already told us they were “working” on the order.

I then proceeded to tell the manager, “Word of advice, as a manager you should tell your customer, sorry but something must have happened we are working on your order now, in other words give the customer the status of what is going on, not just disappear and not give the customer any inking on what is happening.”

To which she had the audacity to smirk at me and when I mentioned how dare you smirk at me while I’m talking to u, she walked away when I asked her name. She also must have instructed the other employees not to tell her name, cause they wouldn’t say it either.

Finally after another amount of time passes the manager finally gives us the order and when we asked for her name she raises her voice, proceeds to lie, and says she doesn’t have to because we cussed at her, which we never did.

So we were lied to, given unacceptable amount of attitude, waited 30-40 mins for our food, to which the order was wrong, and our food was lukewarm.

I have to say this was the absolute worse I’ve ever experienced a fast food place and spent near $60 for.

I would recommend not pre-ordering. Even if you order in store at least u will get it within 20 mins… yes I’ve waited that long in store. Because even though when I arrived there were maybe 2-3 customer groups, their pre-order organization does not exist and it was chaos. There were at least 10 people who came in during the time waiting for their food and highly...

I will NEVER visit Portillo's again! I went to the one in Forest Park, IL on Des Plaines Ave and Roosevelt Rd. My mom and I went inside to oder a ceaser salad (pre made) and 2 small vinalla shakes. There was a manager counting the amt of people in the store at a given time but there was no social distancing in the line. There was plexi glass between the customers and the register, but as you go down the line, the plexiglass disappears and there is just a breast hight counter separating the food from all of the customer. There were two women in front of my mom.amd I...one woman had a mask on but it as fully below her mouth, having her entire mouth and nose exposed. She then preceeded to lean on the counter where ALL of the Portillo's orders were and talk on her cell phone! Itsa freaking pamdemic and you are spitting on all of the food! I asked the manager if she could kindly ask the woman to put her mask on and step away from.the food. The manager behind the counter rolled her eyes and just looked at the woman. The woman got upset that she was called out and put the mask over her mouth...stillnot solving the issue...she could still sneeze and give her friend, my mom and me, the employees, and everyone else in the Portillo's COVID...not to mention, putting her germs on all the food. She started talking mess so that my mom.and I could clearly hear, but I didn't care, I got my pre-prepared salad, shakes and walked out the door. There was another manager at the door..so my mom.and I explained the situation to her. She informed us that they received a letter from corporate stating that employees are not to "engage the customers" regarding the use of masks for the "safety of the employees. " What kind of ridiculousness is that! No maks, no service! So Portillitos would rather have someone in their establishments, in violation of ordences, putting your customers AND employees at risk, all so you can make a buck? How is that keeping your employees safe?! How is that keeping anyone safe?! The hard and fast rule should be, no maks; no service...and anyone not wearing the mask properly should be refunded their money and asked to leave. But since you are so consumed with capitalism, I will let everyone I know, the unsafe sanitary practices you have at your establishments and let thme know to just not go. Portillo's, you should be ashamed of yourself! We ALL need to be better citizens to beat COVID...reqire people to wear masks and wear them...

THE ONLY REASON THIS ISN'T A NEGATIVE REVIEW IS BECAUSE OF VILPAIN WHO TOOK CARE OF EVERYTHING. So I placed an order though uber eats. I went to pick up my food it wasn’t there. So I got talk to someone and one manger helps me and says she will make my order. Anyways they made the food and left it at the front with a worker and they then told me I had to call uber eats because they didn’t receive payment. I then go outside and call uber eats, while they were very helpful they said the order was paid for by them and that they should give me the food, they told me to stay on hold while they called the restaurant. They then proceed to tell me that they’re not answering the phone. So I go back inside to ask about the food that was left for me before i went out to make the call. Nobody knew where the bag was and another manger approaches me and says i have to go through uber eats and to contact them because they already made the order twice. i proceed to tell her i was just on the phone with them and that they weren’t answering the phone. At this point I was just upset because nobody knew where the order that was left for me was and that they had already made it more than once, so i have to go through uber eats because of the money. Which was already paid.There was also a customer next to me who went to pick up his order and he said it wasn’t there. They simply told him the same thing and he was just like “it’s my order for pick up, that i ordered from your website,” and then proceeded to show the receipt and confirmation. Another manager named Vilpain approaches me to see what’s going on. Honestly she was the calmest and best interaction I had while i was there. She simply remade the order and apologized for the inconvenience. Big shout out to her for taking the time to make the order herself to ensure I got my order. I appreciate and applaud her for her amazing amazing customer service, her ability to talk down an already upset customer and just overall made sure my experience with them would end on a good note. She was kind, patient and just willing to fix the problem at hand. She also gave me a small treat to make up for the whole thing. I am so so so so thankful and appreciative of this individual. I wish her nothing...