Portillo's & Barnelli's Schaumburg — Restaurant in Schaumburg Township

Food is always good but the service has gone completely downhill at the portillos on gold rd. I ordered 2 #1’s. Sub fries for onion rings. Easy enough? Apparently not. They gave me one onion ring and one fry. So when I got my food I let them know that I wanted 2 onion rings. She said “well you’ll have to pay for that”. What? I already paid $36 for these 2 meals. But I gave her my card and they charged me for a large onion ring on top of what I already paid for. I explained that I don’t want the fries. She said well then we will take them back. So I’m digging in the bag at the drive thru window to give them the order of fries back and she goes to give me my card back and that’s when I noticed I was charged almost $5 for onion rings. I only wanted a small. Same size I told them when I ordered. So I start to drive off and my friend who is with me checks the bag. No onion rings. So I have to turn around and go back to the store. I go in this time and ask to speak to a manager. Oh he was really nice to my face and took my bag and said it would be about 3 min. Ok. So after 3 min I get my bag and I tell him thank you and I leave. That was on me! I should never have left that place without checking. So when I get home and open the bag.’c it is the exact same order. With no onion rings and and still the same fries. He took my bag around the corner and did absolutely nothing and then gave it back to me. How do I know this? Because our food was all cold and soggy. And the messed up order was exactly the same.

This trip to portillos was on request by my friend who is visiting from out of town. And that whole awful experience and cold soggy food never want to go back to that place. Portillos was always a place I loved taking my friends to when they visit from out of state because of how good the food AND SERVICE are. Not anymore.

I also tried calling them when I got home because that was awful and I basically threw $36 away for bad food and a manager who thought he was being really funny. When I called, the phone rang and rang and rang until it just disconnected. I called 3 times. So thank you portillos for ruining my friends first night in town with a horrible meal and an experience I definitely won’t forget. This happened on 8/16/24 at around 8:45-9:15pm. Please train your order takers about subbing fries for onion rings…didn’t think that was difficult. And that manager, who took my bag and did NOTHING and then handed it back to me….yeah does that sound like someone you want managing your store? I’m just one review. Think about the others who don’t take the time to communicate when bad things happen. If he did that to me, he has done other things to customers. I’m not...

I'm going to start up by saying we arrived in our order was taken at 7:15 we stood in line before the line moved for a good almost 15 minutes. Finally the car is in front of us started to move not very fast. We got up to the. Nobody at the drive-up or the window knew what was going on.3 young employees were running around like chickens with their heads cut, nobody knew what was going on and nobody knew where our order was then we were told to sit and spot number one. As we sat there for about 15 minutes, we saw 20 cars go through the drive-thru with their food. Then we started seeing cars that weren't even in line when we sat in line the first 15 minutes, going through and getting their food! My sister was very upset and the manager came out and "claimed" that are order was right. Nope she has him go back the fries. Then I said we should get our food and a refund and he "claimed" that he gave us a refund as well! How he did this without our credit card was a mystery to me. We got to stop lights down and guess what the chopped salad was not in the bag!! This is ridiculous we spent almost $60 and had to go back again!!! This time my sister went in and the manager that was outside mysteriously was not there anymore and within 5 minutes for us leaving. She informed them what happened and then our salad was missing and we had to come back, they offered to give us a salad she said no I want the whole order remade and a refund as I was promised . At first she was told that they don't do refunds and give us food and she said of the manager said he did.She gave us a refund and the fresh order.45 minutes after we pulled up to portillo's drive-thru we finally got our order. I will be contacting corporate on this insanely unorganized experience I had!! We haven't been to this Portillos in 6 months because they have never gotten our order right in the past. So we said well let's not go to 20 minutes the opposite way let's give Schaumburg another try.NEVER AGAIN!!! Here's the thing we had a basically very simple order.. order anything over $50 be prepared to wait 40 minutes and...

First time stepping into a Portillo’s, and I’d been hearing the hype from friends and family for years—mainly about the hot dogs. Tonight, I decided it was time to find out if it lived up to the talk.

I went big: long chili dog with cheese, crinkle-cut fries, and a large milkshake. Halfway through, I realized I’d forgotten the famous chocolate cake. A guy on my flight in had told me it was a must. When I mentioned it to the counter staff, they didn’t miss a beat—just handed me a slice with a smile. That’s service.

The chili dog? Hands-down one of the best I’ve ever had—perfect snap on the dog, hearty chili, and a cheese blanket to tie it all together. Crinkle fries were golden and crisp, the kind that you can’t help but keep grabbing. The milkshake was massive and so thick it practically needed a jackhammer, but it was worth every spoonful.

That chocolate cake? Rich, moist, and just the right amount of sweetness to close out the meal.

For under $20, I walked out full, happy, and impressed. Portillo’s delivered the hype, and then some. Highly recommended.

Portillo’s began in 1963 when founder Dick Portillo opened a small trailer called “The Dog House” in Villa Park, Illinois. Using just $1,100 in savings, he served hot dogs and Italian beef sandwiches to locals. Over time, his focus on quality ingredients, fast service, and a fun, Chicago-style atmosphere turned the business into a regional favorite.

By the 1980s and 1990s, Portillo’s had expanded throughout the Chicago area, adding signature menu items like chocolate cake and Maxwell Street Polish sausages. The brand became known for its nostalgic décor—each location styled with vintage signs and memorabilia.

In 2014, Portillo’s was sold to Berkshire Partners, a private equity firm, and began expanding outside Illinois. Today, it operates in multiple states while staying true to its Chicago...