Portillo's 4+

I was super excited to hear that Portillo’s was opening up a location in my city . I started ordering food as soon as the food truck opened during construction . It was so good ! At first, although the drive through was crazy and took forever, the food was still great . I go to Portillo’s a few times a week . The past few weeks though, I have had some bad experiences . Missing items (after waiting close to 30 minutes) but the worst , waiting almost 30 minutes for my food to be COLD ! I always order my fries well done . Not only have they not been well done , I always wait extra for them ( which I expect) and they come out stale and cold ! My soda has half melted ice and my hot dog buns , mushy from being wrapped with tomatoes and pickles too long .
I dont mind waiting for fresh food , nor do I mind paying for it … but this is becoming an issue . Not sure what is going on , but please fix it . I love this restaurant, but at the moment, it is not worth my time or money .

They have a location in The Colony Texas… It’s unavailable for delivery or pick up orders. But it’s just as well just to go and get the order standing in a 35 to 60 minute wait in line to get your food. The food is OK… And for the most part if they get the order correct. It’s been seven out of eight visits disappointing. The first visit got the order right. But it was basic. Sandwich drink and a dessert. But when you give them a detailed order, they always miss some thing. Then you got to go up and ask them for the right thing. Then they act like you made a mistake, when the mistake was theirs. The line order manager needs to get her attitude leveled. If you’re going there for the Chicago style hotdog… You can get the same or better at sonic.

It’s really disappointing that the app is set up to limit you to the toppings or customization they want you to choose, not the ones you want to choose. There isn’t even a box to type a special instruction on your item. Relish isn’t a choice for a cheeseburger? Why not? If I order in person, I get relish every single time. In the app, you can only have it on a hot dog. For almost $10 for a burger, you should be able to choose whatever toppings you like.