Quality has definitely gone down....our order was I incorrect....how can you screw up a plain polish? By adding the work on it, along with aside of melted cheese....and the beef sandwich was dry and plain (supposed to have mayo & mozzarella. And had to wait 20 minutes! Thank goodness the fries were fresh and the choc cake shake was cold!
I used to luv Portillos, now it's just not worth the drive. They had no fountain drinks, the food was cold and they were messing up orders everywhere. I ordered catering a few months back and it was an hour late and all very cold. I tried to call and no one answered. I called the number and all they could do was try to call the Crystal lake location, but again no one answered. The whole experience was awful, down to the rude lady who delivered the food. Maybe I'll try again in a few months. I'm hoping it's just the lack of help since this COVID mess
It took 28 minutes for me to get a single slice of cake and 18 of those minutes where spent waiting at the pickup counter.The best way to describe the "vibe" inside is all the staff are moving but nothing's getting done. I don't blame the workers but management who clearly isn't managing and coordinating effectively.Like other low star reviews, this wasn't my first time having an issue at this location. The last few visits have all had 30+ minutes waits, missing items, items with issues, or some combination of all of the above.
Wow! The most horrible experience I've ever had at Portillo's. Understaffed and the staff they do have are inexperienced. Waited 20 minutes for a beef and cheddar croissant and large chocolate shake. The shake wasn't mixed fully. Had chunks of what can only be described as dry cake mix and had over an inch of it congealed at the bottom. Didn't even attempt to return. I had enough of my life wasted ordering and waiting...
Ugh. Its way too busy and their food has lost its quality in the last couple years. Their Italian beef sandwich is half the size of what it used to be, the fries aren't even hot, and the guy asking for your order is in the street. Even when I'm trying to pull into the parking lot, I can't because the line for drive through is too long, takes 30 minutes just to get to the window. No wonder the food is cold. If you watch the people behind the counter, it really doesn't look like they are that organized- its a mess. I get being understaffed currently, but train your people how to handle priorities, please. Having fries ready for my order 30 minutes ahead of the rest if my order doesn't make sense.
In town from out of state and ordered a slew of items for 5 people. Looking forward to some Chicago style hot dogs and French fries. My in laws waited 25 minutes for the food and it never came. They forgot about them. They eventually bring the food home and we never received the French fries. They did comp then some chocolate cake. Me being the pregnant one want hot dogs and French fries. May have to stop on the way back home to get another round of Portillos.
For the past few years Portillos Crystal Lake has been unreliable. They used to be the only fast food place that always got your order right. Now it's a 50/50 gamble if they'll leave out half of your order. Through Covid we've done a lot of delivery and it never fails that every single time we're missing some of our order. It was happening before Covid so that's no excuse but it just gets worse and worse.
Ordered ribs for the first time from there. App had easy options to customize so I did well done with extra sauce. What I got was undercooked ribs with no sauce. 3 days later I’m going to finish cooking them and add the sauce they gave me in the cups.
Great food. A Chicago staple! The drive through line at dinner might get long but it keeps moving. By the time I got to the window I didn’t wait more than 30seconds for my food. Super friendly staff.
Man today was a mess. You weren’t busy at all when we came. 3 cars total in the drive thru. My salad has like 4 noodles, no chicken, no bacon, no cabbage and 2 tomatoes on it. And that is most definitely not how I ordered my chopped salad. We paid for 2 cheeses and only got 1. And our order clearly states 2 hot dogs with pickle and ketchup, but you LOADED them with nacho cheese. My husband hates nacho cheese. So he got French fries for lunch…..