Portillo's Crestwood — Restaurant in Worth Township

So we came in late night to feed our kids. It was 11:02 when we pulled it we made it to the drive thru after sitting for 22 mins. Procedure to order had everything ordered. And still waited 13 minutes after our order was placed. Pulled up to the drive-thru first window. My husband handed the drive-thru attended to cash. Instead of the drive-thru attendant saying sorry we don't accept cash after 11:30 and it's a policy or anything anything like that. Drive through attendance simply said no, no cash after 11:30. Well we stated we ordered before 11:30 and before close. So we need our cash to be taken it's the only form of payment we have at this time. He told us NO straight no. Straight no TO FEEDING our kids straighten no to completing our order. We asked to talk to supervisor, supervisor tried to throw money back at my husband after my husband wouldn't take it said I would like a recipient and our food for our kids or call the cops. The supervisor did just that. The police (multiple squads might I add) that showed up on scene that hear both sides and we were given our cash back my one of the helpful Police officers. They were all there to help. Which was awesome! What kind of business is this. We run our own and I am a waitress at a very well-known restaurant. We would never do this to our customers. There is nowhere stating that only credit after 11:30. We have been to other places that state b4 they take ur order at the drive thru that it will be cash only that was not done either. When we placed our order through the drive-thru attendant they did not say cash only as we place their order. So we were feeding our kids one way or another. My husband proceeded to give the supervisor our money and he took it and proceeded toclosed the window on my husband with our money inside and never come back. As a manger/ supervisor you need customer service training. My husband told him to either give us back our money or to call the cops. Supervisor decided to call the police. Thank goodness the police understood or frustration and agreed with what was happening was wrong. Also Thank You so much for the one lovely young lady that was in the drive-thru that was able to help us out I'm not sure your name but thank you for making sure my kids were fed tonight. As for the other drive-thru attendant and the supervisor for this location You guys are absolutely ridiculous and should be trained on customers service or terminated at this point from your job....

Went to this portillos yesterday, 9-22-22 and was disappointed!! I ordered 2 big beef/sausage combo sandwiches, order #T15, also, 2 large fries, 3 cheese cups and 2 slices of Chocolate cake! This was for out of town visitors, my guests didn't arrive until after 8pm, which at that time I gave them their food and they noticed that the combos, both, didn't have the sausage on them! I called to inform the staff (about 3 1/2 hours after receiving the food) about the missing sausages! I was told to bring the food back with the receipt! I did that! I also asked if I could get fresh fries because they were cold by then and since I had to come back to get the sandwiches that were paid for, it just made sense!! Upon arrival the female that took my food had such an attitude, asking "SO YOU WANT EVERYTHING REPLACED?" I said PLEASE, except for the cake!! She walked over to a manager in a black Portillos shirt, he looked shocked as I guess she was explaining the situation! As I was waiting for the food to be brought back, I observed one female at the front counter making multiple hot dogs while another female was behind her playing in her hair while she's making the hot dogs, so there DEFINITELY wouldn't be a surprise if there was HAIR in those hot dogs!! But finally my food came back, with room temperature, greasy fries leading me to believe that they were quickly dipped back into the cooking oil! I NEVER RECEIVED ANY APOLOGIES FROM ANYONE!! NOT 1 THING WAS SAID TO ME ABOUT ME HAVING TO TRAVEL BACK UP THERE TO GET THE FOOD I PAID FOR! NO OFFERS OF ANY DISCOUNTS, NOTHING GIVEN TO ME FREE, AGAIN ABSOLUTELY NO APOLOGY FOR THEIR MISTAKES, NOTHING!!! That was REALLY disappointing and the fact that the server actually took the time to frown her face upon arriving back with my correct order was actually hilarious!! I'm now afraid that there will definitely be hair in my food if I ordered from this location again, so we'll take our chances at another location! Maybe 1 with more adults working because the teens OBVIOUSLY don't take the job seriously while they're playing beauty...

I hate that I feel this is necessary to post, but I’ve tried to give the benefit of the doubt for too long.

This location in particular and franchise as whole (in my opinion) has taken a nosedive in recent years. However, somehow ONLY throughout Illinois.

For the last year, if not more, I’ve noticed the quality or at the very least the preparation of the food I’m receiving; has gone downhill significantly. Burgers/food soggy almost every time, fries NEVER well done as requested (is requested EVERY order, so what is the point of offering the option just to ignore it), orders just thrown in the bag and are a complete mess to take out and put back together to eat. Receiving half orders, just to have to go all the way back for them to redo correctly, etc.

It’s truly frustrating as I’ve always love Portillos growing up, but it’s simply not the same anymore. Not here anyway.

Again, this is something I’ve noticed throughout the areas I live/frequent in IL. Yet somehow, I’ve traveled to both California & Arizona in the last 2 months, had portillos in each state, and BOTH were absolutely perfect. Everything fresh, all special instructions/requests were followed and the food preparation and presentation were commercial quality.

So, I’m not sure if it lack of leadership through the IL franchise(s) or poor evaluation when hiring their team members, but it is night & day from here to just about anywhere else apparently.

I do hope they get back to serving quality food again, would hate to think I’d have to travel 1,500+ miles just to enjoy a particular restaurant I like, that also happens to be within 2miles of...