Portillo's Reviews

I was super excited to hear that Portillo’s was opening up a location in my city . I started ordering food as soon as the food truck opened during construction . It was so good ! At first, although the drive through was crazy and took forever, the food was still great . I go to Portillo’s a few times a week . The past few weeks though, I have had some bad experiences . Missing items (after waiting close to 30 minutes) but the worst , waiting almost 30 minutes for my food to be COLD ! I always order my fries well done . Not only have they not been well done , I always wait extra for them ( which I expect) and they come out stale and cold ! My soda has half melted ice and my hot dog buns , mushy from being wrapped with tomatoes and pickles too long .
I dont mind waiting for fresh food , nor do I mind paying for it … but this is becoming an issue . Not sure what is going on , but please fix it . I love this restaurant, but at the moment, it is not worth my time or money .

Why can’t I see the menu on Portillos ? To me, the whole point of a restaurant app is to see what’s offered on the menu. Instead your app immediately asks me to choose a location, and even that doesn’t work smoothly. I’m currently enroute to Rockford IL from the Aurora area & wanted to see the menu. Your app wants me to order from the Oswego IL location. I’m NOT going to Oswego - I’m going to Rockford. Too much work & frustration to use your app. I’ll choose another restaurant. Hope you can improve Portillos soon to give users the information they’re looking for.

The new app is easier to find menu items but does not let you customize items completely. The old app allowed multiple options to customize the items entirely the way one would like. Such as substituting the type of bun on a sandwich or adding a different veggie to a sandwich other than red onion. I now have to sit in an extremely long drive through line to get exactly what my family needs. Or just go somewhere else??

since this small business has started to be publicly traded, sadly the QUALITY and QUANTITY has paid a price 😞 , I grew up not far from the original … the Quality is way lower definitely. Reducing the grade of beef and amount used in each sandwich has definitely been noticed.

Great food and Portillos is extremely user friendly

The previous version had my Apple Pay info saved. Not available now. I tried to log in but couldn’t remember my password. Requested Password reset email that never came. Ordered as a “Guest.” Must have replaced previous programmers with rookies! Very frustrating experience

Portillo’s finally upgraded their app and it works so much better now! Yay!!!

I wanted to customize my burger with extra ingredients, but couldn’t find where or how to do it. Like someone else said now I have to go thru drive-thru to get the customization that I want. I hope that they fix this. Not a happy camper.

I personally dislike the new app layout and the way it is setup for selecting items to order.

I can no longer make the upgrades to my food like i used to be able to. That was why I liked Portillos before. I will probably not be ordering due the changes.

The new app forces you sign in through a third party which clearly states that your information will be shared. Can’t sign in directly anymore. Definitely not user friendly.

First of all, I'd like to say that I have nothing against Portillo's as a whole. Their food is great and their presentation is nice. However, I do not think they should be pushing for an online ordering service yet, unless they get their act together. The first time I used Portillos, I was happy to see how it had lots of customization options for your food and for your order, and how easy it was to use. Despite this, when I actually got to Portillo's (downtown Chicago), it was extremely busy, and I was hoping to be able to pick up my order that I made 30 minutes ago immediately. The problem was that the staff working their sent me to the bar area to pick up my food, where there was only one person behind the table and about 7 other people trying to order drinks and pick up food. I ended up waiting another 20 minutes for the employee to deal with everyone, even though when she finally started helping me, my food was already prepared and ready to give to me. Why wasn't there a separate place to give out online orders??!! There's no point in making an online order to save time if you just have to wait as long as you would if you stood in line. I think Portillos would work really great if Portillo's knew how to handle it. Until then, I give it one star.

In IL, Portillo’s decided not to allow indoor pickup after the restrictions were imposed again. Curbside was also suspended. However, Portillos continued to show these options available. Everyone was herded into the drive thru which made me 25 min late for work as most people in the drive thru just placed the order. The window operator said it’s an app issue. While it’s Portillo’s that decided not to allow indoor pickup, as that wasn’t restricted by the state. A few weeks later, I ordered again at a different location and again, the option for indoor pickup was available. Again we were herded into the drive thru. Both times no apology, no coupon, nothing back from Portillo’s, even though I wrote them both times. It’s not even worth ordering through Portillos right now because your food will be sitting there while everyone else sits stuck in the drive thru. Otherwise I’ve always had positive things to say about their operation and food.

When Portillos was first released, it was so convenient to skip the lines especially at the new Fishers Indiana store. My food came out perfect and never had an issue. However, that no longer seems to be the case. For the past five online orders, there has been something wrong with it every time. I do not know where the communication goes wrong in the line, but something happens and when you order a beef it’s not the easiest thing to open it up at the store, check the order then wrap it back up. The attention to detail you get when you order in the store is very different than when you order online.

I've been using Portillos with the Gurnee IL location and it's been awesome. I love ordering before I get there then get to pick up my order and be on my way way sooner than it'd take if I had to wait. My problem is with Portillos . It used to never save the payment method but thankfully that finally works.

Now in exchange I get a new problem. Why fix one problem and create a new one? Now I can no longer order chopped salads as a drive thru order?? Why? I've always done it in the past via Portillos and I can still do it if I go through the drive-thru and give them my order in person. Now when I switch my delivery method to drive-thru I get an error that chopped salads cannot be ordered in the drive-thru. So why does Portillos now prevent me from doing something I've done many times in the past and something I can still do when there in person?

Now Portillos is almost useless for me. At least with the payment method bug I could still order but now that I can't order everything I need there's no sense in placing the order online at all. 👎

Their App is fantastic!!! I usually order online food to be delivered to one of my kids 2-3x a week and I think Portillos is probably my favourite! Every single item is clearly marked with what it comes with and the customizations available...checkout was seamless and everything just works...I will actually probably end up ordering from them on a regular basis just because of the ease in ordering! Let’s not forget the variety of items available too! Portillo’s is rapidly moving up the ladder to our families first choice!! Thank you for the variety, quality of ingredients, the knowledge that we always get exactly what we order the way we love to eat it, reliable delivery regardless of the weather, and great final product! This Mom gives Portillo’s two thumbs up 👍🏻👍🏻!!!

I wasted my time with Portillos. Portillos itself was great. Easy to use. Self explanatory. BUT it doesn't do any good to order ahead of time if you still have to wait in line!!! It took twice as long instead. You have to take your time to put in your order, sign up, enter your payment information, etc... If you're going to have an app like this, make a separate line for online pickup orders. Going into the drive thru line the same way and waiting with the same time as all the other drive thru customers completely defeated the purpose of Portillos. I actually ended up waiting longer than usual I'm wasting my time ordering the food. It would have just been faster to go through the drive-through. I ordered at 12:50. My pick up time was 1:11. I didn't get my food until almost 1:30. Ridiculous. And the staff wasn't too friendly either. For the first time ever, I'm incredibly disappointed with this app. 👎🏻👎🏻👎🏻👎🏻👎🏻

I have had a this app gift card that I’ve wanted to use for several months now, and I’ve come to conclusion that it is never going to be used. All I want is to order some ribs and have them delivered, since they won’t fulfill them by going through the drive through. Every time I try to place my order, Portillos crashes and says that there is a high delivery volume, or that there is a driver unavailable in my area. I then tried to place an order on the phone line, to then have my order never show up; in which I had to ultimately have my money refunded. I’m always impressed by how well they handle the busy drive through lines, but wow trying to place an order for delivery is a complete and utter disaster. I’m incredibly disappointed with this app, will sell this stupid gift card and give my business elsewhere.

I have used Portillos to order six times, only two have worked. My card will be charged (I know immediately because my bank will send a text message when the card is run), but Portillos will show an error and not submit my order. I have tried closing Portillos and restarting, having to redo my complete order because it was deleted, only to find at the end my card information is gone! Entered a different card just to make sure it wasn’t an issue with my bank, same result. Now, paying twice for my food that isn’t ordered, we just went and ordered at the restaurant. No complaints about the food, and the managers at the two restaurants we have been to have been very helpful about making sure any extra charges were reversed, but in my opinion you should firebomb this aggravating app!

Love Portillo’s food but would never order online again. Just ordered a delivery for my family of 4 and only half the order came in and 30 minutes late. Driver had messaged saying she was waiting to pick up but “restaurant was taking forever.” When I called to ask about it I was offered a refund on missing items or re-delivery. Asked how long delivery would be and manager can be overheard yelling in background “I don’t know it’s not like I have a driver here.” So I opted for a refund, and was put on hold for 10 minutes before being hung up on. Called again and was told the refund will show up in a few days. There’s no email verification of refund, just call back if it isn’t there in a few days. We’re trying to support some businesses in the area as restaurants are closing, but would not waste another night trying to deal with this.

If I could give Portillos 0 stars I would. I placed an order today at 5:30pm to be delivered at around 6:15pm. Well that was 2 hours ago and I’m just now receiving a text and email that my order has been canceled. I even called the location I ordered from only to be left on hold then hung up on. At about 7:45 I just gave up and placed the exact same order, from the exact same location, through DoorDash and received my order within 30mins. Save yourself the hassle and use DoorDash or Grubhub and skip this useless app. I’ve deleted it already.

I spent 40 minutes trying to order, it alerted my bank with fraud, kept changing and removing cards randomly, and when we were finally done with the struggle, it said “no delivery drivers available” and declined our order. We then called to order and they said there were 3 delivery drivers available, but it turns out you can’t split gift cards and credit card.

I then opened up doordash and did it in 5 minutes.

Super user friendly app. After placing an order it gives you the option of getting directions to the store you ordered from. Also LOVE the ability to customize food options!!

After a long flight we ordered online and paid for our pickup. After arriving at the door, and realizing the dining room is JUST closing, my husband is made to stand outside in 14 degree weather (for 15 minutes now) to pick up our order or get in a drive through line with 12 cars waiting. They won’t even allow him to wait in the doorway! My last time!!!!! Sure my food is cold at this point.

Portillos was so easy to use! I had no idea it was possible to order things so custom off an app, but this interface makes it super simple. For a frequent Portillo’s goer like me, this is a must-have and the usability does not disappoint.

Cannot add gift cards to either Portillos and in conjunction with wallet. This would be handy. You cannot view and manage gift card balances until you actually order at checkout. I won’t use Portillos ever and will probably not buy a gift card for someone since these features are available.

Don't bother down loading Portillos... it's no different than ordering when you get there... you actually wait longer because they are always confused that you ordered online... while they try to figure out what's going on... your order gets put behind the people that pull up after you... ridiculous!!

Love Portillos, it’s way easier to have all my stuff in one place. Even got my birthday cake coupon on Portillos ! Favorite place, favorite food

Great app, very helpful when ordering catering and general food. Just wish they had an extras option. Sometimes I want extra pasta with my salad but that’s not an option. Other wise ok

Ordered ASAP option which is about 30 minutes. The store wasnt even busy. Could have ordered in person and had my food already. And they cant even see my order in the system to move me up the line? Ugh

Not bad at all. Great graphics and fast checkout.

5-stars for:
1) Adding Apple Pay support
2) The option to pay at store when mobile ordering for pickup.

They keep updating it and every time they do I have to renewer all my info. Really.

App itself is clumsy and little though to a good user interface with constant double entry/confirms ... though it is detailed and seems so allow for special orders. The reason I gave it an extra star

No Apple Pay. Requires way too much info to place an order. App doesn’t feel native and lacks responsiveness.

Also, picking up from Portillo’s is a nightmare. Estimates are never remotely accurate. Food is never ready and the pickup line is usually just as long or longer than regular order line.

Newest update fails when trying to process payment. Tried 2 different credit cards including the one that worked prior to update. Will just order from somewhere else.

I’ve ordered approximately 5 times using Portillos and exactly 0 times was my order actually ready to be picked up at the time stated. Often, only once I arrive and give my name, it is apparent that my order is only then beginning to be made.

What is the point of Portillos outside of ordering for pickup? Not much.