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Complaint Details
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Initial Complaint
04/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello I visited your location yesterday and I was highly disappointed. I placed my order and I requested a new order of fries due to them being cold. The representative, I explained to initially name was *****. I explained that the sandwich was not dipped and that they had forgotten the two extra gravies and the fries. The order was entirely wasted. When I asked for the manager The representative making the fries stated loudly, no, they're not cold. The Sandwiches were dry then I also requested that another order needed to remade had to remade , and I was willing for the order The fries were cold and when I asked for fresh ones the guy who was doing the fries yelled out to the other workers "Hey they are not cold these are hot" While laughing, The wonderful employee ***** told the cook that ( the customer) requested a fresh order of fries because they were cold and his sandwich is not fully dipped. The oldest fry cook made the new fries reluctantly. He slammed my order on the counter and stated. "There are your new fries with a condescending smirk and unprofessional attitude while laughing with the other employees. The service was so disgraceful that I was also served a partially eaten sandwich I then proceeded back to The employee ***** to ask for the manager due to the food not properly being handled and processed., The employee ***** went and found the manager and explained my concerns. The manager gave me a verbal response with one finger and said nothing. They looked at me and kept talking while at the same time another employee said to me again, "Man it's too early for that". Several workers and the lead manager kept laughing at me the entire time, and unfortunately, the manager never came. I waited 3 to 5 Minutes and told the employee: "***** " don't worry about it and that I was going to head out. I was completely ignored. I did not eat any of the food due it being unsafe that day. ate my sandwiches. Not only is this unsafe, but it is quite unprofessional, and employees are mocking customers. My sandwiches did not have the toppings we asked for and it was eaten by someone else. This is truly concerning!!!.
Business response
01/07/2025
Sent compensation and closed the case. Initial Complaint
02/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 1/26/24, I placed a delivery order for food at **********. The attached receipt shows that the order was for $40.13. The order was never received. I contacted the store to report this. I dial 17 times that night. Each time the phone rang about 10 times and then disconnected. I completed the survey that night and explained the incident in detail. I was sent coupons worth a free sandwich, side a drink.. A week later, no one has addressed the fact that I didn't receive my food or was not reimbursed my money.Business response
01/07/2025
Sent compensation and closed the case. Customer response
01/10/2025
Complaint: 21242268
I am rejecting this response because: I placed a $40 food order that was never delivered. A "free" dessert, soft drink and fries is not an acceptable substitute. I am offended that you think it is.
Sincerely,
***** ******Business response
02/01/2025
I have reached back out to the guest. I was able to locate the order and did offer to refund the guest via physical check as we are no longer able to refund back to the card paid with due to the length in time.Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My nephew was born prematurely and was in the intensive care unit for 7 months.We invited about 50 friends to have a baby shower and celebrate his coming home from the hospital.I was hosting the event at my house. I had called 2 days prior to the event of 11/5 to place a beef order at your location on ****************-***********. I spoke with the girl that answered the call and she assisted on how much beef I would need to accommodate the 50 people. We wanted the beef to be warm so we went to pick up at aprox 11:oo a.m or 11:30 a.m.. My husband was told that there was no order. I spoke with the manager and I was told his name was ****** who insisted that I had not placed the order and that he simply was sorry. He did not offer to try to solve the problem as I was panicking that people would be at my house and I had no food. When calling I was hung up several times. The lack of the manager understanding my situation and the willingness to assist with the problem was unacceptable. I am so disappointed with your company and want to ensure that people know the experience that I had and that if you have an important occasion, your restaurant is not the place to place your trust. I am disgusted with my experience and will tell my story to whomever will listen. You need to have your management step up. He could have said, "mam, we will resolve the issue and will deliver or we can make it and you can return before your event". NOTHINGBusiness response
01/07/2025
Reached out to guest waiting on response Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9-30-2023 I ordered 3 items in the amount of $31.55 from portillos I did not receive any of my items.I called customer service because what was delivered was another customers order and not my order.I did a survey stating that I got the wrong food numbers Q4MD8159.I spoke to a man named *** who said hes a manager around 6:21 pm that day.I told him that I did not get my order.He told me that my order would be refunded in the amount of $31.55.I have been trying to get my refund for over a month this is ridiculous and horrible treatment portillos is robbing me Im an elderly woman and I need my refund immediately. Order# *****************Business response
01/07/2025
case ****** order refunded Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My boyfriend went to Portillios tonight to get us a big beef sandwich with cheese fries. When he arrived back home with the sandwiches I noticed the plastic back that the 2 sandwiches were in looked considerably dry. Normally, the Italian beef sandwich is wet because it's dipped in juices. We always get our Italian beef double dipped, but more often than not, they are not double dipped as requested. Well tonight it appears as though they were not dipped AT ALL. When I called the restaurant to complain, I spoke with ****** who said he was the manager. He told me that what I was saying couldn't possibly be true because the person dipping them has been doing so for 15 (or 5 years) (I'm almost positive he said 15 though). He told me "well bring them back and I can make them how you want them". I told him I drove to far and it was to late to bring them back tonight, he said, " if I don't get them back tonight it's nothing I can do". I went on to describe my level of inconvenience and dissatisfaction so he told me I can talk to the manager in the morning. I also told ****** that our cheese cups were only half full. He told me people have been over filling them and that's why they were not as full as I'm accustomed to. Well half full and overfilled are two different things. I got jipped, disrespected and inconvenienced tonight and the so-called manager could care less from my experience with him.Business response
01/07/2025
Reached out to guest waiting on response Initial Complaint
08/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was at Portillos restaurant ******* ** about 645pm Friday July 7 it felt a little warm in ther when asked I was til they have to run on generator since opening an sometimes they dont produce I ordered 2 sandwiches a hot dog an 2 soda when about ********************************************************************************************************************************************************* 2 sandwiches an a hot **** an 2 smaller drinks I order large they said the soda machine was not woryfrom the power outage an that my 3 orders of fries **** not be able to make so I asked for a refund an was told register was out an they would take my receipt an refund it on my card when power was back they were gonna close anyway they were open all day sat an I never got refunded I sent a complaint an all I got back was told thanks for lettthen know an take receipt to for a refund I msg them back an told then the mgr got our receipt I never heard back I am frustrated an am not the close to go to the store an besides the sandwiches were cold I think it may be a health issue than you hope I hear somethingBusiness response
01/07/2025
Sent compensation and closed the case. Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I put in an order days in advance for a catering pick up I scheduled a pick up for 2:30 in the afternoon we were throwing my mom a surprise birthday party so we gave a 3 hour notice to ensure if there were any issues it would be fine. We ordered 3 trays of salad 2 trays of sausage and 3 trays of Italian beef and sides of hot and sweet peppers and cheese for the salad totaling about $650.00 We picked up the order, which was not ready at the scheduled time, and realized when we got home they only gave us the salads and none of the other catering when my brother-in-law went back to return it it was revealed that they didnt even make the rest of the order AT ALL. They only made the salads and ignored the rest of the order, Management tried to compensate us with two cakes which was absolutely ridiculous on a nearly $700 order. This was insulting considering the order wasn't even ready and my brother in law missed the surprise for my moms 70th birthday party he helped plan because it took them a long time to correct this.They then said they would credit back $99 which at the time was acceptable but when they brought back to my house not only was it cold and obviously just thrown together and a mess, they did not include any Hot or sweet peppers or the cheese for the salad as requested. The sandwiches barely had any meat on them either.At this point our 60+ guests has been waiting for the food and since there is a complete lack of urgency clearly it would take another hour for this to be corrected for the second time.We had to go to the store and buy and prepare it ourselves and buy additional food for the party. I reached out via their customer service over a week ago and no one has gotten back to me. I left a review on ****** they responded to and no one reached to me still.I would like a full refund on this now.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,
***** ********Initial Complaint
07/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 7/5/2023 I went to the portillos on **************** in ***********, ********. ***** took the order- check# ****** Cheese ************* rings were missing and the beef bun was hot but meat was cold.Business response
01/07/2025
Reached out to guest waiting on response Initial Complaint
12/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to Portillo's in ************, ******* to order carryout food.I placed my order and had to wait 30 minutes to receive my food. After speaking with the manager, she acknowledged that the customers had been waiting far too long and she was in the process of getting the food sent out to us. I was happy about that. However, when I received my food, it was cold and the bread on my hamburger was wet. I filled out a survey to place my displeasure with my service and food. The manager responded and stated I would receive a separate email with a coupon to replace my food order. I have not received that coupon yet, and when I call the store they act as if they never heard of the supervisor that sent me the email. I would like to be refunded for the food I could not eat or enjoy. Check # ****** - date 12/27/2022. time 5:53 - pm. Received my food at 6:24 and it appears the food had been just sitting there it was so cold. I paid $27.93 for the food.Business response
01/07/2025
Sent compensation and closed the case. Initial Complaint
12/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
A catering order was placed on 12/22/22 for 12/24/22 and paid in full via phone. When the order was picked up, more than half of the order was missing. When reaching out to the establishment, I was informed that because the restaurant was closed, there was no resolution available and I was given the number to corporate. After trying to call multiple times, I received no answer or call back from corporate. After paying at least $500 every Christmas Eve, I am obviously very frustrated.Business response
01/07/2025
Reached out to guest waiting on response
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Customer Complaints Summary
35 total complaints in the last 3 years.
34 complaints closed in the last 12 months.
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