Complaints
This profile includes complaints for Portillos Hot Dogs Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 35 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/27/2024
Type: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 used the drive-thru service and an employee who does the delivery from the window, was jumping around, clapping his hands, etc. He's been known to entertain the cars waiting in line, so we're used to it. When this guy handed me the chocolate shake and bag of food, he reached through the window, holding the shake half-way up. I accepted the cup by the lid, because his hand was in the way. But the lid was loose, ill-fitting and gave way. Chocolate shake exploded all over my car! I jumped out, asked for rags, a bucket of water and proceeded to clean my car. I filed for an insurance claim with your business and they agreed to the cleaning of my car, which was quoted at $250. That is typical for ********. In this case they included steam cleaning of the carpeting and an outside wash of the vehicle. However, I will be moving out of my apartment August 30th so I will be staying in temporary housing. I'm upset that this has taken so long, almost a month, since I had to pay out of pocket, also with a rental car, and ********** is showing no urgency. The Gen. **** of Skokie was wonderful, and admitted that his employee didn't follow training of how to properly handle these flimsy foam cups to customers. So ********** admitted their error. The franchise also has camera shots of the mess in my car. The shake went inside my gear box (shift) and probably damaged my car permanently as a fairly new 2020 mid-size SUV. This complete abhorrent neglect of 'not caring' or 'could care less' is unbecoming of a professional eatery which has been in ******** for decades, if not a century. I'm quite upset about this so now I would like you to include reimbursement of the entire bill, including the rental car. I have attached the final bill. I Emailed ****** in Claims but he hasn't responded. I would expect ********** to show greater attention to the matter, because a 'hit and run' response to something you did to my car is not acceptable. I will not be silent.Customer Answer
Date: 09/01/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*******************Initial Complaint
Date:06/22/2024
Type: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 June 21,2024 at about 11:50pm went to the Portillos in ************,**. I went through the drive-thru and the cashier in drive thru is talking rude about customers pulling up in the drive and saying why dont yall go home this restaurant is about to close. This is unprofessional and I am sure this is not a reflection of your business. I was sitting in the drive thru and I had already ordered my food and they turned the lights off while I was sitting in the drive waiting on my food. One of the other employees told them to turn the lights back on under customers left the drive thru
Business Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:06/20/2024
Type: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.
Waited over 15 minutes for a chopped salad. After waiting Order was still not prepared correctly. Salad had all the toppings on top and the bottom half was all lettuce. Called into the restaurant and was given the additional cheese and pasta on the side. Manager ****************** was not pleasant and was very combative and unapologetic about my experience he had a very aggressive tone. He stated the reason for my wait is because they did not cash me out. Whatever that means. I am a customer not an employee. I was previously given a gift card because of a long extended wait the last time I was here. Service from manager Boots was awful.Business Response
Date: 01/07/2025
Send apology, guest never responded, closed the case Customer Answer
Date: 01/09/2025
THIS COMPANY IS A LIAR! THEY NEVER SEND AN APOLOGY! I HAVE NOT HEARD FROM THIS COMPANY! THEY ARE JUST RESPONDING TO THIS COMPLAINT FROM 7 MONTHS AGO! ********** HAS THE WROST CUSTOMER SERVICE AND EVEN WORSE MANAGEMENT! I WILL NEVER PATRONIZE THIS COMPANY AGAIN AND DO NOT RECOMMEND THAT NO ONE ELSE EAT HERE EITHER!
Sincerely,
******* MInitial Complaint
Date:05/25/2024
Type: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.
We ordered to go, and saw 3 bags next to each other, but were told the 3rd was not ours. When we got home, we found not only that we were missing 2 items that were in the bag they told us not to take, but they had put the dipped Italian beef in the same bag as everything else and it had soaked through into the hot dogs and chicken tenders.When I called to remedy, I had to call 8 times because each time before someone would pick up and immediately hang up after it rang for a while. When I got through, I was told they would only refund the missing items and send us coupons via email to make up for the hassle. When the coupon and refund didnt show up, I called back the following day. Again I got the pick- up/hang-up routine 3 times before someone picked up. They informed me that all of their managers were too busy to take my call and I should try again later.Clearly the time I have already spent simply trying to talk to the establishment is worth more than the refund of the 2 items. They seem to have time to take my money, but not time to double check the order, and certainly no time to handle their mistakes. Disrespectful and abysmal service.Business Response
Date: 01/07/2025
Sent compensation and closed the case. Customer Answer
Date: 01/07/2025
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.
Sincerely,
**** ******Initial Complaint
Date:04/20/2024
Type: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.
Hello I visited your location yesterday and I was highly disappointed. I placed my order and I requested a new order of fries due to them being cold. The representative, I explained to initially name was *****. I explained that the sandwich was not dipped and that they had forgotten the two extra gravies and the fries. The order was entirely wasted. When I asked for the manager The representative making the fries stated loudly, no, they're not cold. The Sandwiches were dry then I also requested that another order needed to remade had to remade , and I was willing for the order The fries were cold and when I asked for fresh ones the guy who was doing the fries yelled out to the other workers "Hey they are not cold these are hot" While laughing, The wonderful employee ***** told the cook that ( the customer) requested a fresh order of fries because they were cold and his sandwich is not fully dipped. The oldest fry cook made the new fries reluctantly. He slammed my order on the counter and stated. "There are your new fries with a condescending smirk and unprofessional attitude while laughing with the other employees. The service was so disgraceful that I was also served a partially eaten sandwich I then proceeded back to The employee ***** to ask for the manager due to the food not properly being handled and processed., The employee ***** went and found the manager and explained my concerns. The manager gave me a verbal response with one finger and said nothing. They looked at me and kept talking while at the same time another employee said to me again, "Man it's too early for that". Several workers and the lead manager kept laughing at me the entire time, and unfortunately, the manager never came. I waited 3 to 5 Minutes and told the employee: "***** " don't worry about it and that I was going to head out. I was completely ignored. I did not eat any of the food due it being unsafe that day. ate my sandwiches. Not only is this unsafe, but it is quite unprofessional, and employees are mocking customers. My sandwiches did not have the toppings we asked for and it was eaten by someone else. This is truly concerning!!!.Business Response
Date: 01/07/2025
Sent compensation and closed the case. Initial Complaint
Date:02/03/2024
Type: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 1/26/24, I placed a delivery order for food at **********. The attached receipt shows that the order was for $40.13. The order was never received. I contacted the store to report this. I dial 17 times that night. Each time the phone rang about 10 times and then disconnected. I completed the survey that night and explained the incident in detail. I was sent coupons worth a free sandwich, side a drink.. A week later, no one has addressed the fact that I didn't receive my food or was not reimbursed my money.Business Response
Date: 01/07/2025
Sent compensation and closed the case. Customer Answer
Date: 01/10/2025
Complaint: 21242268
I am rejecting this response because: I placed a $40 food order that was never delivered. A "free" dessert, soft drink and fries is not an acceptable substitute. I am offended that you think it is.
Sincerely,
***** ******Business Response
Date: 02/01/2025
I have reached back out to the guest. I was able to locate the order and did offer to refund the guest via physical check as we are no longer able to refund back to the card paid with due to the length in time.Initial Complaint
Date:11/21/2023
Type: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.
My nephew was born prematurely and was in the intensive care unit for 7 months.We invited about 50 friends to have a baby shower and celebrate his coming home from the hospital.I was hosting the event at my house. I had called 2 days prior to the event of 11/5 to place a beef order at your location on ****************-***********. I spoke with the girl that answered the call and she assisted on how much beef I would need to accommodate the 50 people. We wanted the beef to be warm so we went to pick up at aprox 11:oo a.m or 11:30 a.m.. My husband was told that there was no order. I spoke with the manager and I was told his name was ****** who insisted that I had not placed the order and that he simply was sorry. He did not offer to try to solve the problem as I was panicking that people would be at my house and I had no food. When calling I was hung up several times. The lack of the manager understanding my situation and the willingness to assist with the problem was unacceptable. I am so disappointed with your company and want to ensure that people know the experience that I had and that if you have an important occasion, your restaurant is not the place to place your trust. I am disgusted with my experience and will tell my story to whomever will listen. You need to have your management step up. He could have said, "mam, we will resolve the issue and will deliver or we can make it and you can return before your event". NOTHINGBusiness Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:11/07/2023
Type: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 9-30-2023 I ordered 3 items in the amount of $31.55 from portillos I did not receive any of my items.I called customer service because what was delivered was another customers order and not my order.I did a survey stating that I got the wrong food numbers Q4MD8159.I spoke to a man named *** who said hes a manager around 6:21 pm that day.I told him that I did not get my order.He told me that my order would be refunded in the amount of $31.55.I have been trying to get my refund for over a month this is ridiculous and horrible treatment portillos is robbing me Im an elderly woman and I need my refund immediately. Order# *****************Business Response
Date: 01/07/2025
case ****** order refunded Initial Complaint
Date:11/01/2023
Type: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.
My boyfriend went to Portillios tonight to get us a big beef sandwich with cheese fries. When he arrived back home with the sandwiches I noticed the plastic back that the 2 sandwiches were in looked considerably dry. Normally, the Italian beef sandwich is wet because it's dipped in juices. We always get our Italian beef double dipped, but more often than not, they are not double dipped as requested. Well tonight it appears as though they were not dipped AT ALL. When I called the restaurant to complain, I spoke with ****** who said he was the manager. He told me that what I was saying couldn't possibly be true because the person dipping them has been doing so for 15 (or 5 years) (I'm almost positive he said 15 though). He told me "well bring them back and I can make them how you want them". I told him I drove to far and it was to late to bring them back tonight, he said, " if I don't get them back tonight it's nothing I can do". I went on to describe my level of inconvenience and dissatisfaction so he told me I can talk to the manager in the morning. I also told ****** that our cheese cups were only half full. He told me people have been over filling them and that's why they were not as full as I'm accustomed to. Well half full and overfilled are two different things. I got jipped, disrespected and inconvenienced tonight and the so-called manager could care less from my experience with him.Business Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:08/03/2023
Type: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 was at Portillos restaurant ******* ** about 645pm Friday July 7 it felt a little warm in ther when asked I was til they have to run on generator since opening an sometimes they dont produce I ordered 2 sandwiches a hot dog an 2 soda when about ********************************************************************************************************************************************************* 2 sandwiches an a hot **** an 2 smaller drinks I order large they said the soda machine was not woryfrom the power outage an that my 3 orders of fries **** not be able to make so I asked for a refund an was told register was out an they would take my receipt an refund it on my card when power was back they were gonna close anyway they were open all day sat an I never got refunded I sent a complaint an all I got back was told thanks for lettthen know an take receipt to for a refund I msg them back an told then the mgr got our receipt I never heard back I am frustrated an am not the close to go to the store an besides the sandwiches were cold I think it may be a health issue than you hope I hear somethingBusiness Response
Date: 01/07/2025
Sent compensation and closed the case.
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