Portillo's Surprise — Restaurant in Surprise

I don't normally leave reviews for fast food restaurants. However, this is our first time visiting Portillo's. The decor has a retro feel to it. It's open, airy, and has a very large seating area. The large area makes for amplified noise and impersonal. When the food was ready, our number was called over the loud speaker. It reminded me of a muffled drive-through speaker.

The seating areas looked to be clean. I watched as the employees were diligent in filling the condiment area but were not aware of the customers standing around him. He blocked the condiments for a good 5 minutes. To the contrary, the cashier who took took our order was quick, helpful, and considerate.

The pricing did not seem to include combo meals. Even though the Hamburgers were reasonably priced, separately adding fries, drink, and dessert may be expensive for the average working family of 4.

Now, for the tough part - we found the food mediocre at best. We ordered a cheeseburger without the bun, fries, and a chili hotdog. Both looked thrown together. The burger was thin and very charred. The fries were fantastic except that it reminded us of Ore-Ida, and we could have easily made it at home in the oven. The chili hotdog was stuck to the inside of the wrapper. BUT, the soda somehow tasted fresh. Is that even possible? It was good.

Overall, we're willing to go back to try other items. But it better live up to the standard that it portrayed.

Come on, guys... give us a really...

I’ve stayed away from Portillo’s following an awful experience at their Tempe location. Ever since Dick Portillo sold his business, the quality of the food has declined; and the service has worsened. I’m from the Chicago area, and can recall many great experiences. If an order was messed up, they’d fix it + hand you coupons for your next visit. On your birthday you show your I.D. and they give you a free slice of cake. Gone are those days. Welcome to the new corporate era of Portillo’s. I came here looking to get a Chicago style hot dog, fries, and drink. I ordered their special that gives two hot dogs, fries, and drink. The hot dogs are ok; nothing special or wowing with great taste. I can get better hot dogs at the Chicago Hamburger Co. in Phoenix. The ketchup for my fries was peculiar… something about the taste that turned me off. The fries were soggy, and unsalted. I don’t understand that. Back home they were always hot, fresh, crispy, and had the right amount of salt. That all said, I didn’t sign up for their birthday club. To be annoyed with monthly emails, or whenever they wish to market, it’s not worth it to have a coupon sent for your free slice of cake on your birthday. Just awful and annoying. It might be different if there was a rewards plan as points are earned, and discounts rewarded. No thanks. Just not the same Portillo’s...

Not for us!! We tried twice and needless to say we won’t do that again! I ordered the beef n cheese croissant- gagging!!! Soggy pile of mushy bread, cheap can cheese and some strange cafeteria mystery meat. the small containers of cheese sauce, we did not ask for but was charged for twice, must have sat in the warmer all day, its burnt brown rim and lumpy. My husband and our children’s burger looked like the top bun had been man handled by Hulk Hogan and torn to pieces. The fries were a real slim shady - serving for “large”. compared to a small - the large had less. First visit was an experience, $72! Family of 5, the last visit was a lesson!!!! Dinner for 4 $53!

PSA there are no kids meals! The atmosphere was different…. Could have been awesome if the food was worth it. very large dining area, floors were gas station bathroom gross. Almost all the booth seating were covered in greasy paw prints. We finally decided to get some baby wipes out and clean the best we could….. there is outdoor seating if you want your skin to melt off due to the direct evening AZ sun cooking you crispier than their over cooked over priced...