Complaints

This profile includes complaints for Portillos Hot Dogs Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Portillos Hot Dogs Headquarters

  2001 Spring Rd Ste 400 Oak Brook, IL 60523-1903

  
• 

  Portillo's Hot Dogs LLC

  806 W Dundee Rd Arlington Heights, IL 60004

• 

  Portillo's Hot Dogs LLC

  520 W Taylor St Chicago, IL 60607-4427

• 

  Portillo's Hot Dogs LLC

  855 Cog Cir Crystal Lake, IL 60014-7316

• 

  Portillo's Hot Dogs LLC

  700 Lake Cook Rd Deerfield, IL 60015-4915

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday June 28, 2025...We proceeded to the drive-thru in ******** and placed our order. Also handed the order taker a return receipt with survey completed for a free large French fry. We ordered 2 hamburgers well done with everything, 2 large fries and 2 cheese sauces on the side. Then we were asked to pull down and wait. We waited over 20 mins in line. Upon checking our order, we noticed we received 2 cheeseburgers, when we did not order cheese, as we are lactose intolerant. We specifically requested everything on our burgers and cooked well done. But we did not even receive lettuce on them. Our burgers were **** warm and the buns were soggy, as if they've been sitting for quite some time. So our request of well-done was also ignored. We checked our receipt and noticed our specific instructions were not even listed. Also, the coupon/return receipt for the free order of fries was not taken off of our bill and we were charged for the free order of fries. We then, tried to call the restaurant to voice our issues... but the line rang busy several times. We were unable to eat our meal due to the cheese plastered on it and other issues. We are very disappointed that none of our requests were made, that our coupon/receipt/survey for the free order of large fries were not applied and for having to wait such a long time just to receive the incorrect order and not freshly made. We spent $24.30, which was wasted due to incompetence. We are requesting some form of compensation for all of the above errors... And/or a refund. Please advise.

  

  Business Response

  Date: 07/01/2025

  We have no contact from this guest directly. I have reached out to the guest to resolve this issue: Case Number ********

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hello,
  I thought I responded previously stating the issue was resolved.  However, the email I just received states otherwise.  My apologies and the issue was resolved amicably.  Thank you for your help and assistance.  
  
  **** *******
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction following a troubling experience at your Portillos location at ****************************************************************, on April 29, 2025, at approximately 8:20 PM. My family and I placed an order totaling $50.34 (Order #***, Register 003, Transaction #*******, paid via **** ending in **4975).While waiting to order, we observed an employee place a personal order. A manager then approved a discount by tapping on the register screen while wearing gloves, after which returned to food handling without changing gloves. I immediately addressed this with the cashier and requested to speak with the manager, a Latino male. When I asked that manager to change his gloves, he seemed annoyed but complied. He washed his hands and then walked away whispering to other employees, which was concerning and unprofessional.Shortly after consuming our meal on-site, two members of my family became ill. By early the next morning, the remaining two also experienced symptoms consistent with food poisoning. Given the serious nature of this incident, I am requesting a full refund of $50.34. I also urge your team to review your hygiene protocols to prevent future incidents like this one. I look forward to your prompt response and resolution.

  

  Business Response

  Date: 05/08/2025

  This has been sent to our risk department bc the guest has a claim to be ill. We will be in contact with the guest asap. We did not have previous contact from the guest regarding this experience. 

• Initial Complaint

  Date:04/17/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This establishment and their selfish individuals that work in the corporate office have their store employees standing outside taking orders with a bag of cash. Employees have been told to simply, "Hand the bag to the thief if they're pointing a gun at you". Is this the dumbest advise or what? It won't stop a thief from pulling the trigger and causing harm to the employee standing outside with cash and AND TAKING ORDERS DURING THE EVENING HOURS WHEN IT'S DARK. It's my understanding, employees have expressed their DIRE Concerns re: this matter about handling cash outside while taking orders via their drive thrus. This is a catastrophe waiting to happen and I and a several others will be the first to establish a class-action lawsuit once a single employee is harmed due to the greed of this corporation's decision to have their employees standing outside with cash to take orders.

  

  Business Response

  Date: 04/18/2025

  The safety of our Team Members has always been and remains our top priority. Weve refined procedures and provided additional training for our Team Members on processes and security measures that allow us to accept cash payments in the drive-thru while maintaining a safe and secure environment for our teams. These procedures enable us to better serve our communities who prefer to pay with cash while keeping our team safe.
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This particular location, I always have issues with my order every single time. I think the employees are making incorrect orders on purpose to get free food. Theres no way you read DOUBLE BACON BURGER with everything on it and no add ons and decided to add grilled onions and shredded cheese. This is not the first time that I had to return to the counter to give them my food back because theyre making the orders how they want to make them. Which makes me believe that theyre doing it on purpose so that they can it eat it later when the customer returns the food to the counter. You all need to send someone to investigate them stealing the food. I dont want any free coupons or meals. I just want my order to be correct and not spend 30minutes inside the restaurant because I have to ask them to correct it. Im literally ordering the food as is off the menu. It shouldnt be hard at all!!!! I didnt take a photo of the incorrect order because I was irritated. Its a COMMON OCCURRENCE AT THIS LOCATION

  

  Business Response

  Date: 04/07/2025

  The last contact we have from this guest was in 2023. We have emailed the guest responding to the complaint.

• Initial Complaint

  Date:12/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/19/2024 I order 20 beef sandwiches but only receive bread and gravy. NO MEAT OR PEPPERS. When I contacted them they sent a picture saying how the box doesn't look damaged and how the box is weighed. Which I told them the tape was lifted and I didn't receive those items they never said well can we send you replacement or refund. So for Christmas I wasn't able to have beefs stores were closed. So I lost out on almost ****** bucks. 

  

  Business Response

  Date: 12/31/2024

  Hello All,

  Thank you for sharing this with us, we have been in contact with this and are still working on a resolution. We have responded to the guest that we can offer a partial refund. The coordinator that is assigned to the guest is off today but will be responding to the guest tomorrow. We are actively working to resolve this experience for the guest.

  Thank you,

  ***** ******

  Portillo's Guest Services

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22740771
  
  I am rejecting this response because: They sent a refund of ***** for ****** purchase very upset.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/08/2025

  Thank you for sending this over, we had provided a partial refund of $50 but I have looked into this further and did receive the weight of the box the guest was sent by our shipping partners and see the provided weight did not match what the guest's box should have been, we have contacted the guest back offering to either process a full refund or we can ship a new order.

   

  ***** ******

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a catering order for my job, ****************************. The order consisted of 2 fast pack Italian beefs and 2 fast packs of chicken sandwiches. The order number was *****************. My Italian beefs were dry, in which was surprising because when you order beef sandwiches they are usually dipped in Au Jus or something. I was not given any dipping sauce with the order. When I inquired, I was informed that I would have to buy it separately. It is COMMON that beef sandwiches are served with dipping sauce. Second thing, I informed Portillos upon placing the order that it was for COOK COUNTY SHERIFF'S OFFICE WHO ARE FIRST RESPONDERS. We did NOT receive the discount for the order. We would like to receive our discount. We can't do anything about the dry sandwiches, but at minimum Portillos could provide the first responders discount. 

  

  Business Response

  Date: 01/03/2025

  Thank you for sending this over. We have no record of this guest contacting us regarding their complaint. We will reach out to this guest.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22706520
  
  I am rejecting this response because: I received the attached email advising of a gift card for the inconvenience,  however I have NOT received one.  I emailed Portillos again on today regarding the gift card.  No response at this time.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing this, I did include the guest response back to me accepting the gift card and that she had received the gift card, see attached.

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  After submission of my first response rejecting Portillos response,  I received an email from ***** of Portillos along with a gift card, in which I accepted.  I can update my response as satisfactory. Thank you for your attention to this matter. It is greatly appreciated. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having a issue with the local Portillos never putting the sauces for the strips in the bag, I always ordered chicken strips with honey mustard and ranch. And everytime I get my order, the sauce is NEVER in the bag, This issue has been going on for a year and frankly I am sick of it. This got so bad last summer that after placing the order,I called portillos and said hey I just placed an order, can you guys please put the sauce in the bag. I finally spoke a manager about this and I was told where the bag is put together is on the opposite side of the sauces. Which too me makes me no sense. If your reading the ticket and you see the sauce, just put it in the bag. If the sauce dispenser is to far then move it closer. So I have sensory processing disorder and I cant eat anything without some type of sauce. I have had to throw countless of food away because there was no sauce in the bag. I usually have the food delivered to my address at ************************************ . The last order was last night at 10:30pm. And I ordered a grill chicken sandwich and strips and to my lucky surprise there was NO sauce still in the bag. I must have threw away at least 10 orders bec of this. I have complained and even left a review of this issue and still it is happening!

  

  Business Response

  Date: 01/07/2025

  Reached out to guest waiting on response

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I irdered 3 double cheeseburgers and a large and a small fry at Portillos. When I got home my husband noticed that we had single burgers not double. I called ******** over and over. No answer. Then I thought about it about three months ago I ordered a beef combination from them, they gave me only a beef I called several times that time also. No answer. I finally forgot about it. Now again today.

  

  Business Response

  Date: 01/07/2025

  Sent compensation and closed the case.

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August /25/2024 Portillos *************** ******* IL First they gave me the wrong order 262 when mine was 252 From a distance of 3 feet when the counter help called out the # I asked her "252" and she said yes . I walked (with a hip needing replacement) 1/4 mile back to the outdoor concert in *******, across the street . Found out then the order was wrong .Hobbled back and they had my order 252 still at the counter. Made the fatal mistake of assuming there was some professionalism on portillos side at this point, and didn't check the order. When I got back to my family, discovered the plain hamburger for my lactose intolerant handicapped son had cheese on it rendering it not edible for him. Also the hot dog I ordered was absent. As well as by now the onion rings for my wife were soggy and cold .After the concert was over, we drove to portillos looking to just get re-imbursed for the missing food.(about $10- $12) Because I didn't keep the receipt manager ***** ****** who said several times he knew about the whole mishap, offered me a dessert as recompense. What!!! Even though he was aware of the situation he said he was unable to give me a refund... I asked him if he could make an executive decision but he walked away and never even apologized . . So until this situation is correctly resolved. I and my family will not be eating there. im ****************************************************************************************************** my life, but this is now a matter of principle. UP DATE 9-6 A week after I talked with ***** at their customer complaint line. She seemed very sympathetic and said she was looking into this. However she never called me and I had to call back to her. She said there was nothing she could do because I had no receipt and she couldnt find the orders involved .Which I think the manager probably removed to protect himself . Additionally she said she would give this to her manager who I have never heard from

  

  Business Response

  Date: 10/22/2024

  Hello,

   

  Thank you for bringing this to our attention. We sincerely apologize for this experience and have thoroughly investigated the matter. We regret that the guests issue was not resolved, and we have documented this occurrence for future reference.

   

  During our investigation, we were able to locate the guest's receipts. The original ************** team member noted attempts to retrieve the receipt, which were unfortunately unsuccessful at that time. We will use this as a valuable training opportunity to enhance the quality of service we provide to our guests.

   

  To resolve this matter, we can offer a refund. Kindly provide the guests full first and last name along with a mailing address so we may issue the refund accordingly. Additionally, we would like to offer the guest a gift card as a gesture of goodwill for the inconvenience. The gift card can be sent either by mail or digitally via emailplease let us know the guest's preferred method of delivery.

   

  We appreciate the opportunity to make this right and look forward to welcoming the guest back.

   

  Thank you,

   

  ***** ****

  Catering & ************** Call Center Manager

  Portillos Hot Dogs, LLC

  Customer Answer

  Date: 10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

   

  Having not returned to any Portillo's since this incident, and waiting and now hoping for a proper resolution . Looked up prices for a hamburger, hot dog and onion rings on line which comes to $14.00 when I receive a gift card in this amount , I will be satisfied , and then will return to Portillos. However with a ****** learned  Please send gift crd to ****** ***** 7n ************************************

• Initial Complaint

  Date:09/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/7/2024 I bought Portillos for lunch at work. We ordered online to pickup. While we were eating my coworker noticed something was stuck to her fry. We took a closer look and it was a human tooth in our food. We were disgusted and felt sick to our stomachs knowing we just ate the fries that the where that tooth was in. We are looking what step we should take next.

  

  Business Response

  Date: 01/07/2025

  Reached out to guest waiting on response