Portillo's Oak Lawn — Restaurant in Worth Township

I've been going to Portillos since the 1970s and they should really be ashamed of their Oak Lawn (95th and Pulaski) store all the way around. I realize you are popular for your food, but from the moment of entering your parking lot at 5:01pm, to exiting it and 5:52pm (ridiculously long time for drive thru), it was like a 3 ring circus. You had 1 order taker out there in the rain working both order lanes. I counted 5 different people delivering food to cars that were pinned in the drive thru due to the back up. Had that been my $65 order pinned in like that, "Karen" wouldn't even define my anger. But what really ticks me off is the lack of common sense with your workers, and the lack of product for the price. I had ordered 3 sandwiches, fries, two chili tamales, a salad, and 2 slices of your chocolate cake plus 2 drinks. At 5:40pm, when I finally got my order, the chili tamales were turned on edge in the bag, they weren't sealed all the way, chili was all inside the bag and leaking onto the fries. No spoons in the tied plastic bags or even in with the order anywhere. When I showed the kid the chili mess, it was like I was bothering him with my complaint. He continued the attitude when he took the bag back to the window to be replaced. How do you train your employees to turn liquids on their sides in a bag? Better yet, how do you train them to seal the containers? So 52 minutes later I finally exit your circus of a drive through with a complete order. I get home (4 blocks away) and take the food out and though agitated from the chili tamales fiasco, sit down to enjoy the meal. Then comes dessert. I hope I can post t photos here of the brownie size pieces of chocolate cake that I paid that high price for! Neither slice was a complete slice! The one on the photos wasn't even eaten because the portillo sticker was ripped in half somewhere in your food prep line! And yeah. I know. Go to the portillos.com customer service for further help, but that dies nothing other than replace the food. Nothing gets done other than you discourage yet another customer. Oh, and by the way. The next time your chunky, wobbly, drive thru guy bangs his computer on my car and doesn't even apologize, you will be taking care of the damages. 95th St in Oak Lawn needs A TON of revamping it's quality of both...

Yesterday my husband and I stopped at what used to be my favorite Portillo's on 95th and Pulaski. I noticed in the last year-and-a-half service has been bad. I charged the poor service to covid at first but what happened yesterday afternoon is unacceptable. It wasn't crowded very outside and not at all crowded inside. I walked in making it 2 customers in each line. Apparently there was only one register operating and the young man was taking orders out of arrival sequence. From the line I asked the young man if there was only one register working. He apologized and said yes. I said someone should say something. To my right I saw what appeared to be managers talking to each other and both completely ignored my loud inquiry. One manager walked away but the other stayed. A customer in the other line was also upset by this. I then spoke directly to the 2nd manager, I found out her name is Brittney, and told her someone should say something to the customers or close the 2nd line. She smiled and chuckled, said sorry about that and then did nothing. She didn't even move. It turns out Brittney is the senior manager and should have been working at the other register. The other customer in the line and I are truly upset now. we place our orders, walked over to get to our food and ask to speak to a manager. We discover there were 3 managers in the store that day. 1 working at the desert and on-line food order counter, the 2nd, Leslie, working the the kitchen and food order prep counter and Brittney who did nothing at all. Apparently Brittney had an issue with her foot and couldn't stand for long so she just sat at the register. She never informed customers that she was taking orders. The other upset customer and myself talked to Leslie but Brittney is the lead manager there and should have acted like it. Long story long, I got in the my car, my husband drove 2 blocks just to discover that my fish sandwich and his cheeseburger was ice cold, AGAIN, no exaggeration. This is the 3rd time that my food has been cold at this location along with the bad service getting worse I've decided I'm done with Portillo's. At least...

By far the worst Portillo’s I’ve ever been to.

25 minutes standing waiting at the mobile pick up counter and finally after another customer walks up next to me and waits a couple minutes a person behind the counter states “you have to go to the other (dine-in) pick up counter for mobile orders” I walk over and there are more than a dozen other to go mobile order bags of food all sitting behind that counter, I ask if my food is up and a person quickly glances at the other bags and tells me “no, it’s not ready.” After watching probably 9 or 10 more new bags of food piling up at the fry counter waiting for fries and just sit there for a long enough period of time, I ask again about my order and I’m told again without even looking “it’s not done.”, so then I ask why isn’t there a sign directing mobile order customers over to the dine in pick up counter instead of letting us stand there alone at the mobile counter for over 20 minutes while not one Portillo’s employee has the decency to mention to go to the dine in pick up counter and I’m met with “this is how we always do it for years, this is how it is done!” Which we all know is a bold face lie, then another employee tells me that it is because they are short handed which standing there long enough you wouldn’t know it especially when you hear an employee over the dine in PA say “I hope all of you have a good night and are safe, except you!” Excuse me?!?? I can’t make this up.

I requested a refund with a manager (who seemed to be hiding in back?)and asked why there’s no sign directing customers to the dine-in pick up counter so we’re not sitting there rotting our life away in a restaurant which clearly is continuing to go down hill, which thinking about it didn’t matter because still at this point my food wasn’t even prepared..

When you email to complain and ask to speak with someone the only response you’re met with is a coupon code to offer you a free entree and a drink.

This franchise used to be fairly good, you corporate clowns need to stop being so greedy and start taking care of your customers, like...