Portillo's Westfield — Restaurant in Westfield

With each new franchise it seems that the quality of food declines. But, given that I can still deal with the quality of the product, what I cannot deal with is the excessive wait time once I order, inside dinning!

Yesterday we visited this Portillo's location in Westfield. The crowd was moderate at best, certainly not busy at noon. There were two groups in front of us, maybe six people in total for those two groups. So the wait to order was ok.

So once we placed our order and then moved to the section to pick up our food.., we waited, and waited, and waited.., in total about 20 minutes. And I am not exaggerating.

So when we did finally get our order it was somewhat cold. The chocolate shake was made at the time of order since the cashier called it out on the mic. So that was made immediately, and then sate for 20 minutes. And of course the food was cold. Except the fries which are added right at the end.

This is a new location is new, probably a few months open. So I'm guessing inexperienced personnel. And I'm also assuming the Portillo's trainers, those that open the new locations and stay on sight for probably six months.., are also there.

SOMEONE should have noticed the huge crowd of 22 people (counted) waiting to pick up their orders and they should have made adjustments.

I won't be back any time soon.

As a side note, if you are one of the lucky ones to have been to the Chicago area Portillo's you know what I am referring to in regard to quality of food. Once P's started to franchise outside of Chicago things started going downhill. Just as Uno's did once they move...

The first thing I have to say is the high price for hot dogs does not match the quality or service whatsoever. I don't understand how feeding a family of four with hot dogs can cost over $60. This restaurant is considered to be fast food and a self-order/serve (no servers), which makes it even harder to believe that I paid over $60 for hot dogs. Here are the other reasons we will never go back again:

The wait was at least 45 minutes, the kitchen was chaotic, and all young teenagers who did not know what they were doing. Don't get me wrong, it's necessary to hire teenagers for fast food restaurants, but there needs to be adults that work there as well. Especially general managers and/or owners when a franchise that first opens.

When we finally get our food, the order was incorrect, cold, and tasted disgusting. I'm not sure how some people think this food is good. It is less than mediocre and doesn't even compare to a detroit-style hot dog. By the way, there should never be beans in hot dog chili.

The Italian beef sandwich was so disgusting, a wet sloppy mess, I threw it in the trash after eating half of it (which I hardly ever do with food). The only reason I even ate half of it is because I was very hungry and had to wait so long and I just...

We moved here from Chicago and love Portillo’s so, for some reason, we keep giving this one a try. We’ve never had our order correct in the drive thru or delivery, ever. They have messed it up 6-10 times at least. This most recent time, after we waited at the window to pay with no one there for 10 minutes, finally someone came and we paid only then to find out they still only had part of our order ready (maybe 30% of our order for 5 people). They acted clueless as 6 employees stared at the screen in awe (order was correct on our receipt, so they should’ve seen the full order). We were then asked to pull forward and have been waiting 20 minutes currently. I have a screaming 10 month old baby, 2 year old, and 4 year old in the car. My husband just went in to dee what the heck was up and we finally got our food- no apology or explanation. 35 minutes for a DRIVE THRU seems extreme. I paid $60 for lukewarm food and screaming kids. I don’t think I’ve ever posted a negative review in my life, but it is just really sad and disappointing how this chain operates. The Chicago Portillo’s is known for their efficiency, despite having much higher traffic than this location, and this location disgraces the...