Portillo's Downers Grove

Reviews

• JB

  Janet B

  Dec 30, 2025
  3.0
  This is not the same Portillo's I loved. Visiting from out of state and was focused on a Chicago dog so headed to Portillo's. So disappointed. They actual hot dog seemed different; casing was so dense and hard to bite through. Taste was good but texture nauseating. Fries still good but famous chocolate cake (which use to be kept cold in fridge) is different too and not in a good way. Overall disappointed.
• ES

  Emily Santos

  Dec 28, 2025
  5.0
  Pretty good food. It was our first time having Portillo’s. We visited on a Friday evening and although it was pretty busy the lines moved quickly. We tried the Italian Beef, Chicago style hotdog and bacon burger. The Italian Beef was just ok. It didn’t have much flavor. The hotdog was really good. The burger was huge! Make sure to get a milkshake too! The chocolate and strawberry were delicious!
• NS

  Nick Schuler

  Dec 28, 2025
  5.0
  My review is about Rochelle, your wonderful employee. She is so kind with all the customers at the pick up counter and always aims to please when something is wrong. Give her a raise, and a promotion if she wants it. I'm telling you, you would be lost without her at this location. She always brightens my day- A++++
• FC

  Frances Carver

  Dec 21, 2025
  2.0
  First time here. Very crowded. A little unclean. I had to ask for ketchup dispenser to be refilled. I asked 3 times for sprite in pop machine to be charged out. They never did. I had to go up to counter and get it from behind there. Took a long time for my order to come out. Bathroom not clean. Very pricey for such a small amount. Parking lot tiny. Probably will never go back. Some of my family meals came out wrong.
• AP

  Andrew Pohl

  Dec 13, 2025
  5.0
  EDIT. Portillo’s actually immediatly reached out to me and seems like they genuinely want to make the pickup situation better for everyone at this location, so I’ve changed my rating of this location to reflect that. Big thanks to the Customer Care team for actually caring about customer service and experience, most places would not be proactive in addressing a single review out of over 4,000 of them, especially with such a high rating to begin with. And it wasn’t just copy and paste sort of correspondence either. So, thanks Portillo’s for caring about customer experience when so many places couldn’t care any less. If you order for pick up, make sure you push through the sea of people crowding the counter where you get your food if you order at the register. Don’t be like me and wait politely at the place that says “pickups” for 10 mins only to find out you have to wait another 10 in the people pressed up against the counter like it’s first come first serve for food. And CERTAINLY don’t expect that you’re going to be able to grab your food off the pickup shelf and be in and out. It’s annoying to not be able to just grab it off a pickup shelf like pretty much EVERY other place but I get it if there’s an issue with theft. But to wait longer than people who just ordered at the register and have a MORE difficult time getting your food than just waiting for your number to be called is crazy. Because unless you want to be rude and push past people and try multiple times to get an employees attention that is flying around trying to take care of a million things at once, you might as well just order at the drive thru or register. I was hoping the first time I ordered pick up awhile ago was just a fluke, but nope, this is their “system” now. I always thought the “order online beforehand and go pick up” thing was supposed to be if you wanted to get in and out, but maybe Portillo’s thinks it’s better you always get the full Portillo’s experience. Some people have issues like autism etc where these types of situations are super overwhelming and REALLY like to avoid them whenever possible, usually pick up options at places like this are perfect but, at least not at this Portillo’s, 10x more overwhelming and uncomfortable than just going through the drive thru and that might end up being quicker.

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