Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/19/2024 I order 20 beef sandwiches but only receive bread and gravy. NO MEAT OR PEPPERS. When I contacted them they sent a picture saying how the box doesn't look damaged and how the box is weighed. Which I told them the tape was lifted and I didn't receive those items they never said well can we send you replacement or refund. So for Christmas I wasn't able to have beefs stores were closed. So I lost out on almost ****** bucks. 

  

  Business response

  12/31/2024

  Hello All,

  Thank you for sharing this with us, we have been in contact with this and are still working on a resolution. We have responded to the guest that we can offer a partial refund. The coordinator that is assigned to the guest is off today but will be responding to the guest tomorrow. We are actively working to resolve this experience for the guest.

  Thank you,

  ***** ******

  Portillo's Guest Services

  Customer response

  01/06/2025

   
  Complaint: 22740771
  
  I am rejecting this response because: They sent a refund of ***** for ****** purchase very upset.
  
  Sincerely,
  
  ***** ******

  

  Business response

  01/08/2025

  Thank you for sending this over, we had provided a partial refund of $50 but I have looked into this further and did receive the weight of the box the guest was sent by our shipping partners and see the provided weight did not match what the guest's box should have been, we have contacted the guest back offering to either process a full refund or we can ship a new order.

   

  ***** ******

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a catering order for my job, ****************************. The order consisted of 2 fast pack Italian beefs and 2 fast packs of chicken sandwiches. The order number was *****************. My Italian beefs were dry, in which was surprising because when you order beef sandwiches they are usually dipped in Au Jus or something. I was not given any dipping sauce with the order. When I inquired, I was informed that I would have to buy it separately. It is COMMON that beef sandwiches are served with dipping sauce. Second thing, I informed Portillos upon placing the order that it was for COOK COUNTY SHERIFF'S OFFICE WHO ARE FIRST RESPONDERS. We did NOT receive the discount for the order. We would like to receive our discount. We can't do anything about the dry sandwiches, but at minimum Portillos could provide the first responders discount. 

  

  Business response

  01/03/2025

  Thank you for sending this over. We have no record of this guest contacting us regarding their complaint. We will reach out to this guest.

  Customer response

  01/06/2025

   
  Complaint: 22706520
  
  I am rejecting this response because: I received the attached email advising of a gift card for the inconvenience,  however I have NOT received one.  I emailed Portillos again on today regarding the gift card.  No response at this time.  
  
  Sincerely,
  
  ******* ********

  

  Business response

  01/08/2025

  Thank you for sharing this, I did include the guest response back to me accepting the gift card and that she had received the gift card, see attached.

  Customer response

  01/09/2025

   
  Better Business Bureau:
  
  After submission of my first response rejecting Portillos response,  I received an email from ***** of Portillos along with a gift card, in which I accepted.  I can update my response as satisfactory. Thank you for your attention to this matter. It is greatly appreciated. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am having a issue with the local Portillos never putting the sauces for the strips in the bag, I always ordered chicken strips with honey mustard and ranch. And everytime I get my order, the sauce is NEVER in the bag, This issue has been going on for a year and frankly I am sick of it. This got so bad last summer that after placing the order,I called portillos and said hey I just placed an order, can you guys please put the sauce in the bag. I finally spoke a manager about this and I was told where the bag is put together is on the opposite side of the sauces. Which too me makes me no sense. If your reading the ticket and you see the sauce, just put it in the bag. If the sauce dispenser is to far then move it closer. So I have sensory processing disorder and I cant eat anything without some type of sauce. I have had to throw countless of food away because there was no sauce in the bag. I usually have the food delivered to my address at ************************************ . The last order was last night at 10:30pm. And I ordered a grill chicken sandwich and strips and to my lucky surprise there was NO sauce still in the bag. I must have threw away at least 10 orders bec of this. I have complained and even left a review of this issue and still it is happening!

  

  Business response

  01/07/2025

  Reached out to guest waiting on response

  
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I irdered 3 double cheeseburgers and a large and a small fry at Portillos. When I got home my husband noticed that we had single burgers not double. I called ******** over and over. No answer. Then I thought about it about three months ago I ordered a beef combination from them, they gave me only a beef I called several times that time also. No answer. I finally forgot about it. Now again today.

  

  Business response

  01/07/2025

  Sent compensation and closed the case.

  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August /25/2024 Portillos *************** ******* IL First they gave me the wrong order 262 when mine was 252 From a distance of 3 feet when the counter help called out the # I asked her "252" and she said yes . I walked (with a hip needing replacement) 1/4 mile back to the outdoor concert in *******, across the street . Found out then the order was wrong .Hobbled back and they had my order 252 still at the counter. Made the fatal mistake of assuming there was some professionalism on portillos side at this point, and didn't check the order. When I got back to my family, discovered the plain hamburger for my lactose intolerant handicapped son had cheese on it rendering it not edible for him. Also the hot dog I ordered was absent. As well as by now the onion rings for my wife were soggy and cold .After the concert was over, we drove to portillos looking to just get re-imbursed for the missing food.(about $10- $12) Because I didn't keep the receipt manager ***** ****** who said several times he knew about the whole mishap, offered me a dessert as recompense. What!!! Even though he was aware of the situation he said he was unable to give me a refund... I asked him if he could make an executive decision but he walked away and never even apologized . . So until this situation is correctly resolved. I and my family will not be eating there. im ****************************************************************************************************** my life, but this is now a matter of principle. UP DATE 9-6 A week after I talked with ***** at their customer complaint line. She seemed very sympathetic and said she was looking into this. However she never called me and I had to call back to her. She said there was nothing she could do because I had no receipt and she couldnt find the orders involved .Which I think the manager probably removed to protect himself . Additionally she said she would give this to her manager who I have never heard from

  

  Business response

  10/22/2024

  Hello,

   

  Thank you for bringing this to our attention. We sincerely apologize for this experience and have thoroughly investigated the matter. We regret that the guests issue was not resolved, and we have documented this occurrence for future reference.

   

  During our investigation, we were able to locate the guest's receipts. The original ************** team member noted attempts to retrieve the receipt, which were unfortunately unsuccessful at that time. We will use this as a valuable training opportunity to enhance the quality of service we provide to our guests.

   

  To resolve this matter, we can offer a refund. Kindly provide the guests full first and last name along with a mailing address so we may issue the refund accordingly. Additionally, we would like to offer the guest a gift card as a gesture of goodwill for the inconvenience. The gift card can be sent either by mail or digitally via emailplease let us know the guest's preferred method of delivery.

   

  We appreciate the opportunity to make this right and look forward to welcoming the guest back.

   

  Thank you,

   

  ***** ****

  Catering & ************** Call Center Manager

  Portillos Hot Dogs, LLC

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

   

  Having not returned to any Portillo's since this incident, and waiting and now hoping for a proper resolution . Looked up prices for a hamburger, hot dog and onion rings on line which comes to $14.00 when I receive a gift card in this amount , I will be satisfied , and then will return to Portillos. However with a ****** learned  Please send gift crd to ****** ***** 7n ************************************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/7/2024 I bought Portillos for lunch at work. We ordered online to pickup. While we were eating my coworker noticed something was stuck to her fry. We took a closer look and it was a human tooth in our food. We were disgusted and felt sick to our stomachs knowing we just ate the fries that the where that tooth was in. We are looking what step we should take next.

  

  Business response

  01/07/2025

  Reached out to guest waiting on response

  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used the drive-thru service and an employee who does the delivery from the window, was jumping around, clapping his hands, etc. He's been known to entertain the cars waiting in line, so we're used to it. When this guy handed me the chocolate shake and bag of food, he reached through the window, holding the shake half-way up. I accepted the cup by the lid, because his hand was in the way. But the lid was loose, ill-fitting and gave way. Chocolate shake exploded all over my car! I jumped out, asked for rags, a bucket of water and proceeded to clean my car. I filed for an insurance claim with your business and they agreed to the cleaning of my car, which was quoted at $250. That is typical for ********. In this case they included steam cleaning of the carpeting and an outside wash of the vehicle. However, I will be moving out of my apartment August 30th so I will be staying in temporary housing. I'm upset that this has taken so long, almost a month, since I had to pay out of pocket, also with a rental car, and ********** is showing no urgency. The Gen. **** of Skokie was wonderful, and admitted that his employee didn't follow training of how to properly handle these flimsy foam cups to customers. So ********** admitted their error. The franchise also has camera shots of the mess in my car. The shake went inside my gear box (shift) and probably damaged my car permanently as a fairly new 2020 mid-size SUV. This complete abhorrent neglect of 'not caring' or 'could care less' is unbecoming of a professional eatery which has been in ******** for decades, if not a century. I'm quite upset about this so now I would like you to include reimbursement of the entire bill, including the rental car. I have attached the final bill. I Emailed ****** in Claims but he hasn't responded. I would expect ********** to show greater attention to the matter, because a 'hit and run' response to something you did to my car is not acceptable. I will not be silent.

  Customer response

  09/01/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21,2024 at about 11:50pm went to the Portillos in ************,**. I went through the drive-thru and the cashier in drive thru is talking rude about customers pulling up in the drive and saying why dont yall go home this restaurant is about to close. This is unprofessional and I am sure this is not a reflection of your business. I was sitting in the drive thru and I had already ordered my food and they turned the lights off while I was sitting in the drive waiting on my food. One of the other employees told them to turn the lights back on under customers left the drive thru

  

  Business response

  01/07/2025

  Reached out to guest waiting on response

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Waited over 15 minutes for a chopped salad. After waiting Order was still not prepared correctly. Salad had all the toppings on top and the bottom half was all lettuce. Called into the restaurant and was given the additional cheese and pasta on the side. Manager ****************** was not pleasant and was very combative and unapologetic about my experience he had a very aggressive tone. He stated the reason for my wait is because they did not cash me out. Whatever that means. I am a customer not an employee. I was previously given a gift card because of a long extended wait the last time I was here. Service from manager Boots was awful.

  

  Business response

  01/07/2025

  Send apology, guest never responded, closed the case

  
  

  Customer response

  01/09/2025

  THIS COMPANY IS A LIAR! THEY NEVER SEND AN APOLOGY! I HAVE NOT HEARD FROM THIS COMPANY! THEY ARE JUST RESPONDING TO THIS COMPLAINT FROM 7 MONTHS AGO! ********** HAS THE WROST CUSTOMER SERVICE AND EVEN WORSE MANAGEMENT! I WILL NEVER PATRONIZE THIS COMPANY AGAIN AND DO NOT RECOMMEND THAT NO ONE ELSE EAT HERE EITHER! 
  
  Sincerely,
  
  ******* M

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered to go, and saw 3 bags next to each other, but were told the 3rd was not ours. When we got home, we found not only that we were missing 2 items that were in the bag they told us not to take, but they had put the dipped Italian beef in the same bag as everything else and it had soaked through into the hot dogs and chicken tenders.When I called to remedy, I had to call 8 times because each time before someone would pick up and immediately hang up after it rang for a while. When I got through, I was told they would only refund the missing items and send us coupons via email to make up for the hassle. When the coupon and refund didnt show up, I called back the following day. Again I got the pick- up/hang-up routine 3 times before someone picked up. They informed me that all of their managers were too busy to take my call and I should try again later.Clearly the time I have already spent simply trying to talk to the establishment is worth more than the refund of the 2 items. They seem to have time to take my money, but not time to double check the order, and certainly no time to handle their mistakes. Disrespectful and abysmal service.

  

  Business response

  01/07/2025

  Sent compensation and closed the case.

  
  

  Customer response

  01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩