Portillo's Schererville — Restaurant in Schererville

My wife and I ordered separate meals and paid separately. I complained that I ordered a meal with a water for the drink. I thought that they charged me for the water but I saw the receipt sent to me and was mistaken. So my wife ordered her meal and added bacon to her double cheeseburger. We waited ten minutes for our order which was fine. When she bit into her burger she noticed that she didn’t have the bacon. She took her order back and told them that they forgot the bacon. They apologized and she returned to our table with the same burger. Now we thought they would do the right and normal thing and bring her a new burger made the right way. We sit and wait close to ten minutes just to have some young lady bring us two pieces of bacon on a plate and sit it down for us to put on a cold burger. She didn’t eat her food so we left and got food elsewhere. I complained online about our meals. The reply was when I found out that they didn’t charge me for the water but they never addressed the issue with my wife’s order. I gave both of our order numbers so they knew both complaints in the email. I sent another email asking if this is the way they do customers who’s food is not made right? How in the world do they bring out missing items on the actual burger to have us fix their mistake? If I wanted to fix my own food we would have stayed home or at least applied for a job there so I can get paid to do their job. I never received another reply about the issues so I’m posting this. I don’t know who addressed my issues. I thought it was someone online who responded but I’m thinking it could have been a manager at that location. Some of the worst service ever. Now I see why after a short time being opened that their Google rating are already low at 3.9. That rating is a reflection of the service you offer and how many people who have also experienced horrible service. There are businesses that have been open for decades and never been at a rating that your company is at right now. Who ever the manager is at that location needs to be fired. The employees give this type of service because it was allowed by the manager. How hard is it to make a burger the way we ordered? How hard is it to replace the old burger with a new burger? I will only go the one in Merrillville because they have great service. They care about the customers experience and not only apologize but make it right. I see a bunch of apologies but no compensation for money spent on a order they couldn’t eat because it was made wrong or cold. I don’t blame anyone but management. People make mistakes but the correction on those mistakes should have been addressed by the same ones that more than likely foster this behavior. Stay away from this location. Great food horrible service. I’ll be posting this to Yelp and their Facebook page. We...

Update as of November 18th 2024:

This restaurant second time in a row tells my husband ,when he went to pick up desserts, that they are out of Strawberry short cakes?!! Again!?! How is that possible!?!

This evening I bought 2 of them and paid for freaking cakes online!! Sooo....They were in stock obviously. So what happened inside this place?

I suspect Portillo's doesn't want to sell desserts to customers who do not buy other food from them!!! I think that is unlawful practice. And I do not buy food from them because all Portillo's food sucks ...there is nothing on their menu I like, except Strawberry shortcakes , which cannot be found in almost no other restaurants in the area, except Portillo's. That's the only reason we pay them a visit once in 2 months

So instead of being proud because they are only one who have the cake and sell it to the happy customers, they do this kind of bad practice.

Don't give your hard earned money to those swindlers ! God knows if they'll refund my money in couple of days,as they said.

Their star mark is below zero, but unfortunately there is no option for it on Maps..So one ⭐ stays!!

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This place was out of Strawberry shortcake!!! We found out that halfway to home! Why do you run the place then, if you do not have your signature dessert!?! Why did you accept and verify my pick up order on DoorDash, why didn't you cancel it, when you saw you don't have 2 of the three items customer ordered?!

Tonight we ordered desserts only. 2 Strawberry Shortcakes and 1 Chocolate Eclair!

Employee mumbled something to my husband who picked up the order.. He did not understand her, and he didn't check the order, and left. I phoned him and upon hearing how pick up went, I was suspicious about order accuracy, and so I asked him to check the bag . When he opened, there was completely different order, than ordered online ! No 2 strawberry cakes, instead we had two Eclair cakes and one Chocolate cake - which I dislike!

He drove back to the restaurant, and finally was told they were out of Strawberry cake. 😳🤨

I cannot understand the way Schererville Portillo's runs its business! Don't accept orders you can't fulfill!

Don't put different (substitute) items in the bag before asking your customers if they agree with substitution!!! Especially since we did pick up this time, not delivery, and my husband was there personally!

My husband received a packed bag with different items than ones we paid for, without restaurant informing him clearly and properly about situation , and without asking about our wishes in resolving the matter !. Restaurant had audacity to decide for us! Unheard of!

And please, employ people who can speak clearly and loudly, or teach them in orientation classes, prior to giving them our...

We were dining in yesterday. I waited at the counter for our order. There was an employee filling fry boxes in front of me....while 3 bags of food orders were along side the counter the employee was working at. I waited patiently. Everyone who had been in that workspace now walked away, and I couldn't see any employees for a few minutes. Then, the employee who had been filling drinks decided to look in the bags just sitting there, grabbed a fry order put it in one of the bags that was there for a while, and called out my order number. So, my food had been sitting there the entire time, while I stood there. Employees walked by it. The one employee filled fry boxes, but apparently was not filling orders. This is so unacceptable. Those employees working in the area where food is picked up should be constantly checking, constantly moving to finish filling orders and getting them to the customers. Those bags shouldn't be sitting there waiting for a passerby worker to decide to check and then fill a fry after the rest of the order sat there for a while- not for 1,2,3 or 5 minutes. Nope. You have a job. The job is to fill the orders and get them to the customers in a timely manner. This Portillo's deserves zero stars. It's too bad, because they haven't even been open for that long to have developed bad habits. Nobody is around for quality control. When this location first opened, the drive up was a well-tuned machine. I noticed the last time I went through the drive up, service declined, and my order was completely incorrect. Why does management allow bad service to occur? If management was on top of things, all of this would not be happening. Food orders wouldn't be sitting on a counter and employees just walk away as if they 'don't see them', while the customer is standing there...