Portillo's St. Charles — Restaurant in St. Charles

We visited the St. Charles location based on reviews and an interesting-looking location, but having no clue what to expect. Having never heard of Portillo's before (we live out of state), the first impression was a bit overwhelming due to the somewhat chaotic nature of the facility's set-up. Once a staffer clued us in to how the ordering process worked, however, things went pretty smoothly.

I generally don't like walk-up-style ordering at a "sit-down" restaurant, and Portillo's definitely feels like more than just a fast-food joint... but this worked out okay because the staff was super helpful and welcoming. The nice lady at the register recommended the Italian Beef, which I ordered based on her instantaneous response to my question "What's the best thing on the menu."

It was, in fact, pretty darn good. I needed to have unwrapped it as soon as I got to the table, though, because after helping my 3-year-old with her meal, my sandwich bun was a soggy mess. The meat was plentiful and flavorful, however, the cole slaw and onion rings were excellent, and the chocolate shake was thick and decadent. My only complaint about the meal was that I ordered "sweet peppers" on my sandwich, which turned out to be a whole green bell pepper cut in about three slices. I ended up eating a third of a pepper, then some sandwich, then another third of a pepper, then some sandwich, and so on.

Having enjoyed my Italian Beef, I hope to come back again soon and try some ribs to see how they hold up...

Review for Portillo’s – April 7, 2025 – Order #W30 Pickup Time: 5:12 PM

I’m beyond disappointed and honestly disgusted with today’s experience at Portillo’s. I placed a pickup order that included fries, a chocolate cake slice, and a fish sandwich. When I got back and opened the bag, I noticed right away that the fries were extremely cold and clearly old—completely stale and not even slightly reheated. That alone was disappointing.

But what happened next was horrifying.

As I started to eat the fish sandwich, something felt off. I opened it up and was shocked to find a dead fly inside the sandwich. Yes—a DEAD FLY. I cannot explain how disgusted and nauseated I’ve felt ever since. I haven’t been able to eat or drink anything since. This isn’t just a quality issue—it’s a serious hygiene and health concern.

I immediately called the restaurant, and all they did was offer a generic apology. I honestly expected more—this situation is unacceptable. How does a dead insect even end up in a sandwich? It’s made me question the cleanliness and handling of food at this location.

I sincerely hope Portillo’s takes this feedback seriously and addresses the issue with their team. No one should ever have to experience something so disturbing from a food...

This is my first time visiting Chicago, and I must say a chicago dog was on top of my list of things to try. This establishment seemed to be very popular according to google and reviews. I visited around 8 pm and hit the drive-through. I was greeted by a young lady bundled up outside in a snowstorm taking orders. Considering the weather, she was very, very pleasant, much more than I would be given how much snow was coming down. I ordered the chicago dog combo with a chili dog on the side. Service was decently quick given the workload. I must say, I am not a fan of crinkle cut fries, but these were really good. There was just enough crisp on the fry with just the right amount of salt. The fries were slightly warm but also could have been due to having to drive 8 or so minutes back to the hotel. The chili dog and chicago dog were absolutely amazing. Soft bun action to go with a dog that actually had a snap when you bit into it. These dogs were hearty and juicy and did not disappoint. The chicago dog was amazing, and all the ingredients tasted fresh. I will absolutely recommend this place to anyone. Also, give your young lady taking orders outside in the snow a raise, she was...