Portillo´s Restaurant was founded in 1963 by Dick Portillo. The original name was The Dog House, as the company offered Chicago style hot dogs. Today, the company offers a wide assortment of Chicago style food, chocolate desserts, and offers catering services as well.
Portillo´s Restaurant has 41 locations and has nearly 5,000 full-time employees. The company had annual revenue in 2013 of $300 million.
In addition to food, Portillo´s is known for selling t-shirts, mugs, license plate frames, travel mugs, hats, and bumper stickers with the Potrillo logo and/or Chicago fanfare.
Dick Portillo sold his chain to Berkshire Partners in 2015 for an undisclosed amount.
Portillo´s RestaurantPortillo´s Restaurant was founded in 1963 by Dick Portillo. The original name was The Dog House, as the company offered Chicago style hot dogs. Today, the company offers a wide assortment of Chicago style food, chocolate desserts, and offers catering services as well.
Portillo´s Restaurant has 41 locations and has nearly 5,000 full-time employees. The company had annual revenue in 2013 of $300 million.
In addition to food, Portillo´s is known for selling t-shirts, mugs, license plate frames, travel mugs, hats, and bumper stickers with the Potrillo logo and/or Chicago fanfare.
History
Dick Portillo sold his chain to Berkshire Partners in 2015 for an undisclosed amount.
Went to Portillo’s last night ordered at 8:57pm check number 160166 stuck in drive thru for 32 minutes finally get to pull to window, no food then a guy puts the bag of food by the window looks in it walks away then another girl comes puts it in a white bag then leaves minutes at window and they finally open windows and says waiting on milkshakes. Then I say can I have the food cause if it’s cold you’re giving us hot new food. She walked away comes back and shoved it thru the window. As parked on south side of place in Crestwood I’ll 4 people just leaning on shelves guy out side giving people there food way behind us he comes up to window we go what’s going on he says no one wants to work late. What the heck awful experience. Never eat there again. Plus hot dogs rubbery
Visited the location at 4020 W. 95th Street in Oak Lawn on Sunday, Feb. 20 2022. My order was #191 placed at 4:34 PM inside the restaurant, not the drive-through. We wanted ribs, but it was busy and we were told it would take 25-30 minutes for the ribs. We were OK with that, and so we ordered the full rib dinner, as well as a beef bowl and a combo sandwich. About 20 minutes later, our number was called at the window where orders are disbursed. I asked the girl how come it was so quick! She said the ribs weren’t ready yet, but the rest of our order was, then she asked if she should keep the sandwich and the bowl in the “heater” until the ribs were ready. I thought this was odd, but I said OK. It took ONE HOUR for the ribs to be ready and I was upset. On top of that, I asked where the salad was (included in the rib dinner) and I was told that I had to go and stand in line AGAIN at the salad counter for that! I looked in the bag and noticed that the beef bowl was once again packed standing on its side instead of flat. The gravy was all over the bag; I requested a new bag, which I was given, but the beef was dry because the gravy was gone. The final straw that broke the camel’s back was when I got home and noticed that the fries (included with the rib dinner) were missing. While this location is always extremely busy, the staff is notoriously overwhelmed and confused most of the time. I would like to be contacted; (already sent one e-mail and left a voice mail) with no response.
I went to Portillo in Indianapolis on
US 31. I ordered a Steak and Cheddar Croissant. The Croissant was mushy instead of flaky. There was very little Cheddar Cheese on it. The Onion Rings were so overcooked, I only tasted the breading and not the onion.
I’m not impressed.
Dear Mr.Kinsey
My order #10754339 from Portillo’s shop and ship was received 4 days later from its due date, wet and smelly. My function was ruined and my guest were very disappointed. Several calls were made to various phone numbers within your company for at least 4 days straight only to get extremely bad customer service, being put on long holds, hung up on and broken promises for callbacks. Guest service representative Laurie Best is the worst along with Diane who does not return phone calls. Several more calls were made to Laurie, with the tone and comfort in her voice it seems that this is a frequent occurrence and happens all the time. When asked what would be done to fix this problem she replied reship the order or refund you your money. The event was ruined and over, a refund with an additional offer to keep customers was my reply, it’s not going to happen is what she said. I have never experienced such extremely bad and rude customer service from your company and whether something is done about my situation or not your company has a comfort level for bad customer service I’m sure.
Tina
Just the worst experience. We (my wife & I) usually visit Portillo’s in Brandon Fl at least once or twice a month. This time 3/15/20 @ 2;30 pm we decided to use the drive thru. Drove up to the menu board and speaker, 5 minutes later, still no one was answering (even after tooting the horn). We pulled forward and there was an employee standing around the corner, he walks up and apologizes. Tries to take our order but his electronic device wouldn’t work. After trying for 5 minutes, he attempts to contact someone on his radio and asked for help, no one replied. After several attempts, he finally asks us to pull up to the first window. After sitting there at the first window again for 5 minutes, no one showed up. Finally the employee outside came walking back up and apologized again. Tried to contact someone on the radio for help and no one responded. The outside order taker finally physically opened the window, stuck his head inside and again asked for help. It was just unbelievable, they were out of control and the drive thru was not busy at all. As a matter of fact, when we first pulled up, were were the only ones in the drive thru.
A manager by the name of Blaine came up to the window and after failing to get the outside order takers device working, decided to take our order himself. Here’s where it gets even worse. He takes our order and asked us to pull up to the next window. We were just sitting there watching and noticed that the food handlers were not wearing gloves, which they normally do. With the Coronavirus getting so bad, we obviously were concerned. Then we saw a female employee filling customers food containers at a stainless steel table right next to a hand washing station, while another female employee wet mops the floor. She wipes her hand on her pants and pulls a phone out of her back pocket to apparently send a text, then continues filling customers food containers without gloves.
She walks away leaving an open 1 gallon bucket of a food product and an open box of some type of food on the stainless steel table approximately 1 foot away from the hand washing station. An older male employee walks up to the hand washing station, rinses out a rag, wipes the sweat from his forehead with the rag and then wipes the food prep table that the open food containers are sitting on with the sweat rag. It was disgusting, finally after sitting there for 10 minutes we were handed our food which was obviously cold at this point. I had my cell phone and took photo’s of all this just to prove it. I will be posting the photos on Google & Yelp reviews to warn everyone in my community to stay away from this place.
1) Service was the worst, The amount of time it took to get two burgers, onion rings, fries and a shake was like a comedy scene from a movie, I thought we were actually being pranked or something.
2) This restaurant has serious sanitary issues and needs to conduct some training, especially since we’re currently dealing with a global pandemic and national emergency over Coronavirus.
3) This restaurant lacks leadership and has serious problems, you might need a management change at the least, truly the worst restaurant experience either of us has ever had to deal with, you should be ashamed of it.
I placed an order on 2-1-20 with Portillo’s in Forest Park. Order # 476271406. I had an issue with the order which still has not been resolved. I was missing one item upon delivery . I was hung up on, lied to, and never rec’d a call back from the lady manager. My family eats at Portillo’s once or twice a week. I never rec’d the gift card I was promised.
Your Forest Park location is now died to me.
My son went to Judson College in Elgin for 5 years which is where we were introduced to Portillo’s. We need one in our growing city of Santee California which is an eastern suburb city in San Diego County. We fell in love with the beef sandwiches when we visited our son while he was in college. We really miss going there for lunch or dinner. Would be great if we dint have to drive all the way up to Morena Valley to quench our fix. Hope two see you hear soon.
I love eating at the Portillo’s at 4020 West 95th Street 95th Street in Oak Lawn. The food is great, but best of all, there are two floor attendants that make every visit a special treat. Brava and kudos to both Suzan Williams and Linda Anderson. These ladies are fantastic. They make me feel both appreciated and valued. They are both very helpful and courteous. They go out of their way to serve every customer with a smile and a “ how may I help you”? These are the kind of employees who deserve a promotion and your favorable consideration!
Thanks to them, I plan to keep coming back indefinitely!!!
Thanks ladies?
Daniel E. Vines
My husband & I will be celebrating our 16 year anniversary this Saturday July 6th and I’d like to let Portillo’s know that we celebrate at your restaurant every year and have eaten there on our anniversary every year since our wedding night back in 2003 when we decided to have Portillo’s after our reception (not to mention dining there at least once a month)
Thank you Portillo’s, WE LOVE YOU!!!
“Portillo’s Finger Flick Ball Game”
Great fun for Portillo’s customers would be playing a game that is made up of a ball and beverage cup inside a shadow box mounted on a wall.
The ball sits in a hole at the bottom of the box with a portion of the ball exposed
in order to be flicked by the players finger in an attempt to get the ball in to the beverage cup. A pull cord at the bottom of the game spins the cup upside down to dump the ball out so the player can play again.
These games are manufactured by Krieco Industries. fingerflickball.com
I just love Portello’s.
They have the best Chicago dawgs and their multi line check in is fast. The value is great and I always walk away full.
I was checking to see if I could by some stock as I think they are going to be a great success.
I just moved to Katy, Texas. The restaurant situation is poor. A Portillo’s would do very well. I strongly encourage you to investigate the market. In fact the entire Houston area is a vast wasteland of fast food restaurants and mom and pop operations.
Today we visited your Woodbury MN location and had to leave due to an unbelievable frustrating experience. Your total disregard for people with food allergies is incredible. Our two teenage children have had lifelong serious [anaphylactic] food allergies to egg and nuts. We fully understand our parental responsibility in that we must take personal ownership and that this is a hassle for restaurants to deal with special questions. However; we have never been told by a restaurant that they cannot tell us what is in the food, that “corporate lawyers” will not allow this and that eating there is fully our responsibility. The host then directed us to the website as the location has no information. Try reading that massive chart on a cell phone…. A hot dog appeared safe but there was no information on the buns. We could see the buns in wrappers and asked someone at the register if we could see the list of ingredients. They would not show us. Three employees including the manager were looking at the package but said they wouldn’t recommend it. I walked down the line and called over the manager. There seems to be a lack of training on this subject and total disregard for assisting customers.
We visited your original store in Chicago two years ago and had a great experience. This is why we were excited to make a 45 minute drive to the Woodbury location as a holiday excursion. Unfortunately it was terribly disappointing.
In all of our years we have never been treated like this, with such total disregard. Everywhere we have gone the restaurant has always understood the seriousness of our situation and been very nice. 98% of the time they help us understand what is safe and what they can do. I a few instances we have been told they probably couldn’t safely accommodate us. But that was always after trying and we completely understood and agreed.
We hope that this serves as a teachable example for improvement.
this is an awful rude restaurant that is the worst and a huge rip off no thx to mgr liz at the forest park location !
To Richard Portillo, CEO:
I am writing this complaint about the poor service and indifferent management at your Scottsdale AZ store. I had been a Portillo’s customer for more than 3 years, I say had because as of now I am no longer a Portillo’s customer. Over the past 3 months when I have visited that store my orders have been wrong more time then right. Further the food has been cold and last night not only was that the case but the management acted like they were doing me a favor when I complained about my order. I spent $18.70 to have my order screwed up twice, the 2nd time by the managers. After the 2nd time, I just threw the food away and left. I sent a complaint to the store and was answered by the store’s GM telling me to get a manager involved next time I come in. Well Mr. Portillo there won’t a next time for sadly after 3 years I am giving up on Portillo’s, and congratulations your company has achieved the status of not giving a crap about a complaining customer, I guess you are just to big and have so many customers that I don’t count! Your policy seems to now be If one leaves another one comes in the door. That’s the way the Manager and GM acted when I complained last night. It is a shame, Portillo’s use to be a great place to dine, now you are just like all the other places who just don’t give a crap. I can’t spend good money any longer to purchase aggravation for dinner! I am sad to have to leave but your corporate attitude leaves me no choice.
Louis Porcelli
I am writing to complain about Portillo’s service trying to get through to have a Catering order delivered. I work for a large company 250+ … I called last week to inquire about a delivery for a meeting event . It took me 4 tries to get thru to a person. Your phone manners really are bad there trying to spend money and zero help. i finally got a Customer service rep mind you not a caterer .. She was pleasant just with info ..But I could not order with her she said.
So put order together got ready to order for 45 people over a 600.00 order credit card in hand.. again 5 people before I finally got a person who helped me finally get thru to someone that said they could help.. I was relieved well not so fast the person was excellent but her hands were tied because when she tried to set up delivery boom obstacle,, i am ordering for 45 people over 600.00 order and she was told no delivery people available in my area by the way called Friday for a next week Tue. delivery .. was told I had to call that morning and then they would deliver .. oh well ya right i have 45 people hungry at work here and i am suppose to call when the last 2 times I attemped to try and order I could not get in touch with anyone took me first time 15 minutes this time I was on phone one hour and 20 min. the girl helping me sounded frustrated and sounded like she wanted to help but she couldn’t Well Portillos this large company I work for that has alot of employees and likes to have events will not be calling again. i told the girl I cannot wait until the morning of to call to schedule a delivery for that day at 11:30 .. why would you.. no ensuring I could even get delivery. I wanted to spend money and future orders .. Poor way of doing business no more attempts SOMEONE ELSE WILL GET OUR Business .. !! no thanks.. Portillo’s needs to work on PR and customer service .. i truly feel sorry for the employees that actually are trying to assist people but hit a brick wall . I hope your President and powers to be read this .But you know I really don’ t think it matters to anyone there ..
No thanks I will not even personally spend money on myself in my area at a Portillos.
Improve and run a business . A frustrated was potential customer
I just came from Portello’s in Moreno Valley CA and I was horrified at what I saw. There was this sweet kid sitting in the sidewalk around the corner of the drive thru taking orders. This location never has a line to speak of unlike McDonalds or IN and out , so there is no reason for him to be out in 111 degree weather. In addition once I placed my order he asked me to pay him where he had to make change while standing on the curb looking thru his bag of cash. I couldn’t believe it and he told me that this is how Chicago does it. BE ASHAMED PORTILLO’S YOU are putting this poor guy in danger because corporate wants it done like Chicago? Are you crazy. This is an area not a stranger to gangs and crime. Circle K’s are robbed for $20. Do you have a security guy there beside him.. I didn’t see one. I was told that IN and Out and McDonalds do the same by the staff at the window. That was a lie. In and out takes orders when there is a huge line out the street NOT MONEY and Portillo’s have THAT KIND OF LINE. So be advised that you are put on notice of a protentional dangerous condition which means that your liability for gross negligence or punitive damages goes up. Call your attorney.
We are from Las Vegas, NV. Every opportunity we have when we drive to California or visit family in Illinois, we always get to a point that we eat at Portillo’s. My husband and I ate dine in on 5/22/18 at the Buena Park Portillo’s. We also ordered 3 Italian beef sandwiches to go and brought them back same day to our sons in Vegas. We asked for Sweet and Hot Peppers in all 3 sandwiches and was charged for it. To our disappointment, most especially our kid’s, who were waiting for those sandwiches and had them for dinner, the 3 Italian beef sandwiches did not have the Sweet and Hot peepers that we ordered and paid for. We were charged $1.20 more (x3) for each Italian beef sandwich that we ordered. I have the receipts to prove this. We are hoping that this letter will somehow help to improve the system. There is room for improvement and we are also hoping that management will take this seriously. Thank you for your time. ‘Looking forward to have the sweet and hot peppers in our Italian Beef sandwiches the next time we drive to California and eat at Portillo’s.
Sincerely,
GS
Had a hotdog package shipped. Contents arrived damaged and unusable. Company contacted. Multiple emails not responded to by corporate and the person in charge of shipping. Phone calls also were not addressed. This was the second time a shipped order was damaged. There will not be a third. Both of these problem orders came after company was sold by Dick Portillo.
I have had the same type of problem that you had Stephen Machain. I filled out two complaints and no one contacted me to either response. My contents of package were damaged and unsanitary. Did you ever get a reply after all was said and done with this comment? Time to report to the BBB.
I stopped out at Portillo’s located in Milwaukee, WI. I was with my family and we went through the drive thru to order. Ordered 3 hotdogs, 1 big beef and 2 burgers including drinks. I was in the drive through almost 1 hour before I got my food. I paid at the 1st window and went to the 2nd window waited there for a bit before the manager came to the window to ask me if I was the one with the big Order! Once I said yes, she told me to pull up to the front and just wait there. I had a BIG order. While waiting there at least 10 cars came and went. About 50 minutes of waiting in the drive thru my husband is recovering from a surgery got off the car to walk in the restaurant to tell t hem to put the money back in the card. He came back out about 5 minutes later and said that they told him that the food was coming out soon, apparently they were waiting on the hamburgers. Five minutes later the food came out now it’s 1 hour later from the time I ordered my food.
NO APOLOGIES WHAT SO EVER!!!! It almost seems like every time I go to Portillo’s the service keeps getting worst. That location always has a new manger so that doesn’t help at all.
Earlier today, an order was placed. $42.61 later, we found that our order was wrong. The most obvious mistake was that there were no drinks. We called the store hoping the situation would be fixed but the teen who answered the phone informed me that there were no drivers available & the only option was to refund our drinks.
We went to lunch chalking the lack of thirst quenching coke products up to a loss. Much to our chagrin, the rest of our order was also lacking perfection. Now, not only do we have an order that is incorrect, but we are forced to consume said incorrect order with cups of water instead.
As we sat down to indulge in what should have been the best lunch of our lives, we were met with a bag of soggy fries – although we had asked that they be well done- they were not even cooked. I have never in my life thought to myself while eating portillos “when will this meal end”. As fry after fry went down, my distress level soared. Maybe this wouldn’t have been such a feat, if I had received the extra cup of cheese that I ordered. but, there were only 2 out of 4 cups of cheese. I live by the motto “If you like it, then you shoulda put some cheese on it.” But due to your negligence, I was unable.
I would like to give you another shot at this, so I am requesting a duplicate order to be delivered free of charge. Within that order we would also like a chocolate cake to serve as an apology for what should have been the highlight of our week.
Today the 19TH of November I went to the Portillos in Moreno Valley Ca. with my wife for a few of your famous hot dogs. I have been going to Portillos in Buena Park until the one in Moreno Valley opened up a few years ago. I have always enjoyed your great hot dogs until today. The hot dog regular size casing was so tuff that I was tempted to strip the casing off or complain to the manager. I chose just to grin and bear it until I decided to complain. After I finished my sort of good hot dog I went and spoke to the manager. I noticed the last time I was in your Moreno valley store the casing was on the tough side.
When I spoke to the manager I asked him if he had any other complaints he stated no just me. He was a nice man but not overly concerned about the issue. He told me the hot dogs were made just for the chain. I said I have been enjoying the hotdogs for years but now they are terrible. When I told him I would not be coming back he was again not overly concerned about my complaint. I will be calling your corporate number to speak with someone on Monday the 20TH of November. Mr. Portillo I understand sold the franchise. He would be very sad to see this product being sold in one of his stores.
Richard Portillo,
I have a number of Portillo gift cards that I have received over the years from family and friends and while visiting one of your restaurants in Crestwood Illinois found that they would not accept any of my Portillo gift cards as payment. I was told the cards are old and were issued from the original Portillo’s. It was suggested that I should contact Portillo’s corporate office to get information on how I can redeem my Portillo’s gift cards?
Can you help me please?
Thank you
Sincerely,
Robert G. Davidson
I have not received a response to my e-mail below, it’s been eight days since I e-mail it
dose any one care?
Thank you
Stan
Dear MR. Richard Portillo
My son Scott and I are from Chicago and have lived in Arizona for the last 20 years, we both love Portello and have visited your Portello’s restaurant ever since it opened here in Scottsdale Arizona. The last few times we have been there I notice a lady that works for you her name is Libby Hamilton, I don’t know her personally but she sure gives 100% of her time cleaning up tables and greeting people while she is doing her job.
How I got her name I asked your manager Josh Adison for it,
I have been in business for 31 years and have been retired for 20 years now, and I cherish letters from other people that praise one of my employees, It’s hard to get good people to do a good job these days for you, but your Libby goes that extra step to make your customers feel at home, she is a keeper. She treats people like you would want to be treated
I just had to seat down and write this letter to you of a wonderful person you have on your staff.
Sincerely
Stanley Fejdasz
Phoenix AZ. 85083
Mrstan1@ cox.net
PS I wish you could open one up in north Phoenix AZ.
Dear MR. Richard Portillo
My son Scott and I are from Chicago and have lived in Arizona for the last 20 years, we both love Portello and have visited your Portello’s restaurant ever since it opened here in Scottsdale Arizona. The last few times we have been there I notice a lady that works for you her name is Libby Hamilton, I don’t know her personally but she sure gives 100% of her time cleaning up tables and greeting people while she is doing her job.
How I got her name I asked your manager Josh Adison for it,
I have been in business for 31 years and have been retired for 20 years now, and I cherish letters from other people that praise one of my employees, It’s hard to get good people to do a good job these days for you, but your Libby goes that extra step to make your customers feel at home, she is a keeper. She treats people like you would want to be treated
I just had to seat down and write this letter to you of a wonderful person you have on your staff.
Sincerely
Stanley Fejdasz
Phoenix AZ. 85083
Mrstan1@ cox.net
PS I wish you could open one up in north Phoenix AZ.
Hello there. I am writing you today to ask if you would be interested in opening a restaurant here in The Villages, Fl.. We have several stores in our Town Squares available and suitable for a Portillos as well as in area land and outlying areas. There is nothing around our area that offers Italian beef, sausage and hotdogs with the quality and taste of Portillos. We are a very large community like no other with hundreds of clubs in need of cartered food as well as the restaurant. There are restaurants here but believe me they don’t compare with yours. Please have a representative visit our community to see for yourself. We continue to build and grow every day. Research this beautiful, safe and quality area to see if you think we would work to profit and grow your company.
I am not and do not represent any real estate or city entity as I request this. Just a customer who enjoys your food when going to Brandon and while we’re in Illinois. If you wish to call me you can at 352-775-XXXXX. This community won’t disappoint you.
As a Chicago native transplant to Florida, we were very excited for the Tampa and Brandon openings. We were in attendance for the Grand opening..wow! While visiting family in Chgo, we frequent the Rt 59 store. Please look into opening in Cape Coral, FL.
A great location would be on Pine Island Rd. That is a heavy shopping area with many chain restaurants, big box and new construction , but nothing like Portillo’s. There are many Chicago and Midwestern transplants down here that would welcome a Portillo’s with big smiles. Thank you
Tried twice This is what I got.
Delivery has failed to these recipients or groups:
PHD7@portillos.com
The e-mail address you entered couldn’t be found. Please check the recipient’s e-mail address and try to resend the message. If the problem continues, please contact your helpdesk.
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Generating server: Portillos.com
PHD7@portillos.com
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This was my message;
About a month and a half ago My wife and I ordered 2 full slabs of ribs. when we got home there was only the ribs, no fries no coleslaw no extra sauce in either. We called and they were apologetic and offered to provide the missing items if we were to come back. Since it would be a half hour round trip they took down all my information and said they would contact corporate to send us a coupon for the difference. We have received no response since then. We have been long time customers and would like to continue please respond.