**A Disappointing Shift from a Once Beloved & Delightful Favorite/The Once in a Lifetime Worst Experience I’ve Ever HAD at a Portillo’s-Hand’s Down**
I ABSOLUTELY LOVE Portillo’s.
And I’m not afraid of doing 60 days in Facebook Prison for sharing an honest opinion.
However just because one loves something doesn’t mean it hits in quality everywhere in the system.
And I must make this review as this was the poorest experience I’ve ever had to date at a Portillo’s.
AS OF 2025…
A brilliant mentor of mine once taught during one of his group sessions that if one location is so lazy for someone who views customers as dollars instead of clients, it leads to the downfall of a specific store in that chain that will eventually lead to a chain division being shut down through the examples that are lead from that location.
Like a bad tooth decaying up an entire mouth in a metaphorical sense.
I used to adore visiting the Crestwood location and had a LOT of great times there, promoting it even when I was in Michigan, and it was one of the best in the district for decades in its day; it became a secret choice spot for myself & people looking for a great Portillo’s quality for that time. But after my recent experiences there, that has changed and the whole affair has left me feeling crestfallen: there shouldn’t be a trend in hit or miss or low quality. I’ve always considered Portillo’s one of the best dining options in Chicagoland and even now as they’re breaking their way into Michigan it’s a delight that I can still get on occasion, with never a bad meal—until now.
Let’s start with the positives: the 40’s/50’s diner art deco facade outside of this one is a charming nod to nostalgia & the building looks awesome at night with the neon lit up and the clock also; the vibrant music when you enter inside and the inside charm of the building is one of a kind. But sadly, that’s where the good vibrations ended.
Don’t enter this location’s drive-thru-you will be trapped for a while.
My most recent test of this location’s one had one frustrating ordeal after another. I then found myself charged $13 for a 23-minute wait for the most disappointing double bacon cheeseburger I’ve ever had while my Uncle simmered in his hot truck, questioning whether all Illinois businesses were this “half-assed.” When my double bacon cheeseburger finally arrived, it was the most flavorless disappointment ever—just a single patty between buns, devoid of toppings or dressings.
No way this location was out of either or they’d be closed for the day.
The quality was a far cry from what I’ve come to expect from Portillo’s. It feels like such a slap in the face to pay premium prices for such subpar service & food in drive thru & wait for nearly half an hour. When I expressed my concerns about the burger, I was met with indifference and told that nothing could be done, laughed at, & was challenged as if my voice doesn’t matter or treated with that uncaring facade that shows that customer service won’t go anywhere but into the back room paper shredders of corporate.
So this is what will be done instead and it may be shared with corporate as a reflection of how their operations are working as of 2025:
If you’re craving the classic Portillo’s experience, you might want to steer clear of the Crestwood location that looks like an art deco diner with the clock on top of it, and head to the Tinley Park spot that resembles a factory—trust me, the food & experience there is way better.
Or choose a different restaurant in the community.
Go visit the Tinley Park location and drive past this one.
It was disheartening to see a brand I love dearly sharply diminish in quality and service when I usually give nothing less than a 9.5 across the board because of how I’m used to it being run. Getting served the way I did was like being served with enough cigarette butts in your food to call it an ash tray is a middle finger experience.
With Illinois being as expensive as it is, your time and money are your vote-Illinois deserves better.
Name brands s
Jim Cochrane
My last review was not good as I waited in drive through a long long time food was cold. They sent me free food opportunity and i eventually thought I would give it one more chance. I dined inside to avoid long wait about a week ago. The cashier could not scan the barcode and get it to work. Called manager and a few minutes go by and he fixes and teaches cashier how to do it. Cudos for him. My number is 101. I know they do not go in order so I am waiting about 7-8 minutes. Now in the 120’s so I ask the Portillo's woman milling about the people waiting for food. She agrees something seems wrong. She has them check and they find my burger with no bag with receipt so they had no idea it belonged to order 101. Been 8-9 minutes waiting. Ask them to remake the burger. Eat my fries while waiting. 3 minutes later I am asking where my burger is. Then they give it to me. Go to eat it and no ketchup on it. Another terrible experience and poor customer service. This location has gone downhill fast. Don’t waste your time go to Tinley maybe better for sure.
Atmosphere: 4
Food: 3
Service: 2
Morgan McGowan
Ordered the 2 hotdog meal and my bread was disgusting stale I work at a food place and would never give someone something like this especially if they are paying 15$ for two measly hotdogs !!! Very disappointed I wish people would treat others how they want to be treated !
Atmosphere: 5
Food: 1
Service: 5
Deadman Reacts
We were at the one in Altis Chicago and the food was soooo good
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich
Steven Danan
Ordered 2 sandwiches and a shake. Don't know whos making the food but it all looked like it was thrown together, both hot dog and Chicken sandwich toppings were everywhere falling out of the wrappers all over the wrappers, random food stuff on everything, shake had shake all over the cup when they handed me it to grab nothing but sticky shake around the cup.take 2 extra minutes and do things with care or don't work there. Terrible, avoiding this location indefinitely
Atmosphere: 1
Food: 3
Service: 1
Jocelyn Tanner
Food an service were great. But is it necessary to have the ceiling fans AND AC going in the winter?!? It's colder inside than it is outside. I can't even dine in comfortably.
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich, Cheeseburger
Ka'ryn S
Italian beef!!
Atmosphere: 3
Food: 4
Service: 4
Recommended dishes: Italian Beef Sandwich, Chicago Dog, Polish Sausage, Lemon Cake, Chicago-Style Hot Dog
CHRISTIAN JORDAN
Good food!!
Atmosphere: 5
Food: 5
Service: 5
boooy2000dixon
Hot dog was old and over cooked...and if you eat Chicago hot dogs you know exactly what I mean. Manager should be checking the food on a regular basis...I think they forgot today 😕. $5.00 for a hot dog that didn't taste good.
The Italian beef sandwich was outstanding. Great taste, great portion. The restaurant was loud and a bit chaotic but I was just picking up take out so it didn’t affect the experience. Can’t wait to go and get another!
Atmosphere: 3
Food: 5
Service: 4
Recommended dishes: Italian Beef Sandwich, Onion Rings
John Nethaway
Just left the drive through waited 40 minutes to get my food that's unacceptable all those people working there and your that slow really!!
Food: 5
Service: 1
Paul Loomis
The best beef in town!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich, Chicago Dog, Big Beef, Cheese Sauce, Chicken Tenders, Sausage Combo, Sweet Peppers
Ed Burns
Vegetarian options: Garden dog is very good.
Atmosphere: 3
Food: 5
Service: 4
Melissa Ramos
had me waiting in the mobile pickup for 35 min when i had ordered 15 min before, only to find out my order had not been made yet.Food was good but the service was not
**A Disappointing Shift from a Once Beloved & Delightful Favorite/The Once in a Lifetime Worst Experience I’ve Ever HAD at a Portillo’s-Hand’s Down** I ABSOLUTELY LOVE Portillo’s. And I’m not afraid of doing 60 days in Facebook Prison for sharing an honest opinion. However just because one loves something doesn’t mean it hits in quality everywhere in the system. And I must make this review as this was the poorest experience I’ve ever had to date at a Portillo’s. AS OF 2025… A brilliant mentor of mine once taught during one of his group sessions that if one location is so lazy for someone who views customers as dollars instead of clients, it leads to the downfall of a specific store in that chain that will eventually lead to a chain division being shut down through the examples that are lead from that location. Like a bad tooth decaying up an entire mouth in a metaphorical sense. I used to adore visiting the Crestwood location and had a LOT of great times there, promoting it even when I was in Michigan, and it was one of the best in the district for decades in its day; it became a secret choice spot for myself & people looking for a great Portillo’s quality for that time. But after my recent experiences there, that has changed and the whole affair has left me feeling crestfallen: there shouldn’t be a trend in hit or miss or low quality. I’ve always considered Portillo’s one of the best dining options in Chicagoland and even now as they’re breaking their way into Michigan it’s a delight that I can still get on occasion, with never a bad meal—until now. Let’s start with the positives: the 40’s/50’s diner art deco facade outside of this one is a charming nod to nostalgia & the building looks awesome at night with the neon lit up and the clock also; the vibrant music when you enter inside and the inside charm of the building is one of a kind. But sadly, that’s where the good vibrations ended. Don’t enter this location’s drive-thru-you will be trapped for a while. My most recent test of this location’s one had one frustrating ordeal after another. I then found myself charged $13 for a 23-minute wait for the most disappointing double bacon cheeseburger I’ve ever had while my Uncle simmered in his hot truck, questioning whether all Illinois businesses were this “half-assed.” When my double bacon cheeseburger finally arrived, it was the most flavorless disappointment ever—just a single patty between buns, devoid of toppings or dressings. No way this location was out of either or they’d be closed for the day. The quality was a far cry from what I’ve come to expect from Portillo’s. It feels like such a slap in the face to pay premium prices for such subpar service & food in drive thru & wait for nearly half an hour. When I expressed my concerns about the burger, I was met with indifference and told that nothing could be done, laughed at, & was challenged as if my voice doesn’t matter or treated with that uncaring facade that shows that customer service won’t go anywhere but into the back room paper shredders of corporate. So this is what will be done instead and it may be shared with corporate as a reflection of how their operations are working as of 2025: If you’re craving the classic Portillo’s experience, you might want to steer clear of the Crestwood location that looks like an art deco diner with the clock on top of it, and head to the Tinley Park spot that resembles a factory—trust me, the food & experience there is way better. Or choose a different restaurant in the community. Go visit the Tinley Park location and drive past this one. It was disheartening to see a brand I love dearly sharply diminish in quality and service when I usually give nothing less than a 9.5 across the board because of how I’m used to it being run. Getting served the way I did was like being served with enough cigarette butts in your food to call it an ash tray is a middle finger experience. With Illinois being as expensive as it is, your time and money are your vote-Illinois deserves better. Name brands s
My last review was not good as I waited in drive through a long long time food was cold. They sent me free food opportunity and i eventually thought I would give it one more chance. I dined inside to avoid long wait about a week ago. The cashier could not scan the barcode and get it to work. Called manager and a few minutes go by and he fixes and teaches cashier how to do it. Cudos for him. My number is 101. I know they do not go in order so I am waiting about 7-8 minutes. Now in the 120’s so I ask the Portillo's woman milling about the people waiting for food. She agrees something seems wrong. She has them check and they find my burger with no bag with receipt so they had no idea it belonged to order 101. Been 8-9 minutes waiting. Ask them to remake the burger. Eat my fries while waiting. 3 minutes later I am asking where my burger is. Then they give it to me. Go to eat it and no ketchup on it. Another terrible experience and poor customer service. This location has gone downhill fast. Don’t waste your time go to Tinley maybe better for sure.
Atmosphere: 4
Food: 3
Service: 2
Ordered the 2 hotdog meal and my bread was disgusting stale I work at a food place and would never give someone something like this especially if they are paying 15$ for two measly hotdogs !!! Very disappointed I wish people would treat others how they want to be treated !
Atmosphere: 5
Food: 1
Service: 5
We were at the one in Altis Chicago and the food was soooo good
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich
Ordered 2 sandwiches and a shake. Don't know whos making the food but it all looked like it was thrown together, both hot dog and Chicken sandwich toppings were everywhere falling out of the wrappers all over the wrappers, random food stuff on everything, shake had shake all over the cup when they handed me it to grab nothing but sticky shake around the cup.take 2 extra minutes and do things with care or don't work there. Terrible, avoiding this location indefinitely
Atmosphere: 1
Food: 3
Service: 1
Food an service were great. But is it necessary to have the ceiling fans AND AC going in the winter?!? It's colder inside than it is outside. I can't even dine in comfortably.
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich, Cheeseburger
Italian beef!!
Atmosphere: 3
Food: 4
Service: 4
Recommended dishes: Italian Beef Sandwich, Chicago Dog, Polish Sausage, Lemon Cake, Chicago-Style Hot Dog
Good food!!
Atmosphere: 5
Food: 5
Service: 5
Hot dog was old and over cooked...and if you eat Chicago hot dogs you know exactly what I mean.
Manager should be checking the food on a regular basis...I think they forgot today 😕. $5.00 for a hot dog that didn't taste good.
Atmosphere: 4
Food: 2
Service: 4
Save your money, or you’ll just waste it here.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
The Italian beef sandwich was outstanding. Great taste, great portion. The restaurant was loud and a bit chaotic but I was just picking up take out so it didn’t affect the experience. Can’t wait to go and get another!
Atmosphere: 3
Food: 5
Service: 4
Recommended dishes: Italian Beef Sandwich, Onion Rings
Just left the drive through waited 40 minutes to get my food that's unacceptable all those people working there and your that slow really!!
Food: 5
Service: 1
The best beef in town!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Italian Beef Sandwich, Chicago Dog, Big Beef, Cheese Sauce, Chicken Tenders, Sausage Combo, Sweet Peppers
Vegetarian options: Garden dog is very good.
Atmosphere: 3
Food: 5
Service: 4
had me waiting in the mobile pickup for 35 min when i had ordered 15 min before, only to find out my order had not been made yet.Food was good but the service was not
Atmosphere: 2
Food: 4
Service: 1
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