Portillo's Orland Park

Bad news first: We went on a Wednesday evening, ordered a Maxwell polish. A third of it was burnt to a crisp. Hoping this was a one off because we've been there before with no issues, we went back on Friday, same order, worse issue. This time one whole side was burnt to a crisp! Called the store, the manager was exceptionally kind. We took it back so he could see it. He was shocked! Good news: He reimbursed us, gave us new non burnt food and threw in some dessert. Our goal was to get them to see this is not acceptable. No one expects to pay for food they can't eat. I know the cooks can get busy, often working alone since everyone is short staffed, but I'd rather wait a little longer to get edible food than to get home and find out I can't eat what I just paid for. Take pride in what you do

I received great customer service from one of the order takers Donovan. He greeted me with a smile. He was very helpful, polite and patient. Customer service has gone downhill at a lot of places so this experience was refreshing. The food was exactly what I ordered, neatly prepared and delicious. I would definitely return in the future.

Preferred beef sandwich and fries. Didn’t check bag immediately, .5 mile away discovered no fries. Went back and they told me to pull up and they get me the fries. Set for five minutes the first time on the order, which was not a long time set for seven minutes waiting on the fries and noticed that many people behind me were getting their orders. Not until I flagged somebody down. Were they able to get me the order of fries, but still waited another 3 minutes. Fries were cold and old. Won’t be going back to this location.

Every time I come to order, I ask for my fries to be well done and they never are. Also, this is the second time I have received the wrong order. Or they didn't they just made it wrong. The company needs to get their employees a little bit more trained or they need to start paying attention.

I have never in my life had a worst experience anywhere than this place. Every single time my family orders here it goes horribly. I just spent 68 dollars in the drive-thru only to be missing half of the order, 2 wrong drinks, half of the drinks filled, and 2 peppers in the container. AWFUL service.