Portillo Restaurant Group operates a Midwest-rooted casual dining chain known for Chicago-style sandwiches, hot dogs, beef, and other casual fare. This page aggregates customer ratings and reviews to help shoppers understand what to expect from Portillo locations. Reviews are rated 2.5 out of 5 by 15 shoppers on RetailCoupons.com.
Portillo Restaurant Group Reviews
2.5
15 reviews
What Shoppers Say About Portillo Restaurant Group
Created with AI, based on recent reviews
Portillo Restaurant Group shoppers are sharply divided in their opinions. Positive reviewers consistently praise exceptional customer service, with staff members going above and beyond to help customers and accommodate special requests. These satisfied customers highlight the food quality when executed well, including details like separate fryers for allergen safety. However, a majority of reviewers report significant operational and quality issues that undermine their experience, particularly problems with order accuracy (missing items, incorrect modifications), food quality (cold temperatures, burnt items, improper cooking), and long wait times at pickup windows. Some customers have also raised concerns about ingredient consistency and quality standards across locations and times.
The inconsistency appears to be a central issue. While some locations and staff members deliver standout service and proper food preparation, many visits result in basic execution failures like forgotten items, wrong orders, and poor food temperature. This variability means customer experience at Portillo Restaurant Group can depend heavily on which location you visit and when you visit it.
Customer Reviews (15)
Sorted by: Most recentPatricia H.Dec 16, 2023
Went with friends for lunch on a Friday and we all felt sticker shock at the prices. You're getting less for more money. I ordered an Italian beef for $7.79 and when the worker asked about peppers, I thought that was included, but they charged an extra 75 cents. The small fries barely filled the bag at $3.19 and my iced tea was $2.48. The total came to $15 with tax. The tiny ketchup cups make you need three just to get a normal amount, and they fill your drink cup so full of ice that you only get maybe 8 to 12 ounces of actual liquid. I miss the old menu with ribs, soups, and salads. Now it's all about cutting corners and charging extra for everything to boost profits. My friends and I won't be coming back.
Sarah M.Aug 30, 2023
Got the chopped salad and was really disappointed. It's supposed to come with bacon and chicken but I could barely find either one. Just a tiny amount of shredded chicken and no bacon flavor at all. Haven't visited the Crestwood location in over a year now, and this is exactly why I stopped coming back.
Marcus G.Apr 3, 2023
It's a solid place. The burgers are pretty good, but they don't have a ton of sauce options to choose from.
Jessica T.Jul 21, 2022
The quality and speed have really gone downhill over the past year. The drive-thru used to be fast even with 15-20 cars waiting, but now I just go somewhere else because it takes forever. They have someone outside taking orders and payments but nobody runs food out to the waiting cars, so half an hour later you get a cold, soggy beef sandwich with barely any beef on it. Everyone I know is having the same problem. It seems like they're just coasting on their reputation now.
Portillo Restaurant Group Review FAQ
What do shoppers like most about Portillo Restaurant Group?
Reviewers frequently praise exceptional customer service when they receive it, with staff members going out of their way to accommodate requests and provide helpful suggestions. Customers also appreciate specific food preparation practices, such as the use of separate fryers to prevent allergen cross-contamination. Those who have good experiences at Portillo tend to be very satisfied and express loyalty to the brand.
What are the main complaints about Portillo Restaurant Group?
The most recurring issues involve order accuracy (missing items, wrong modifications like cheese added when none was requested), food quality (cold temperatures, burnt items, improperly cooked food), and service delays (long waits at pickup windows). Some reviewers have also noted concerns about ingredient quality and consistency, and at least one customer reported being told the restaurant knowingly serves lower-quality products at certain times.
Is Portillo Restaurant Group recommended by shoppers?
Recommendations are mixed and appear location-dependent. While some customers express strong loyalty and say they will definitely return, many others indicate frustration with inconsistent quality and service. The high proportion of one-star reviews suggests that negative experiences may outweigh positive ones for a significant portion of customers. Success seems to depend on which Portillo location you visit.
How is the overall rating calculated?
The 2.5 out of 5 rating shown for Portillo Restaurant Group is calculated from all verified customer reviews submitted to RetailCoupons.com. The rating distribution shows that 53 percent of reviews are one star, 27 percent are five stars, 13 percent are four stars, 7 percent are two stars, and 0 percent are three stars.
How can I write a review for Portillo Restaurant Group?
RetailCoupons.com welcomes customer reviews from anyone who has visited a Portillo location. When writing a review, be specific about which location you visited, what you ordered, what happened, and rate your experience from 1 to 5 stars. The most helpful reviews describe both what went well and what could be improved, so other shoppers can make informed decisions.