Portillo's Homewood

Reviews

• EJ

  Elle Jay

  Jan 4, 2026
  2.0
  I’m just tired of spending my hard earned money on mediocre services. I ordered a hot dog and French fries. It took them twenty minutes to give it to me. TWENY MINUTES!! It was only because I stepped up and asked where my food was. No one thought to ask “hey, this lady in the pink hat has been waiting a while. Maybe I should see why?”. Someone had just threw it over to the side and not placed it in a bag to give it to the girl at the front. But screw my little money, huh? I knew it would be something when I asked the difference in the hot dogs and got a remark of “one is bigger and one is smaller”. No, REALLY?!! Duh! Anyways, I got my fries, hot dog and shake. I hope people stick their resolutions of cooking your own stuff. And if you have to eat out, don’t come here. Edit to add: an NO apology for the wait. Just FYI- Apologies go a LONG way.
• KB

  kelvin Britton

  Dec 31, 2025
  1.0
  I’ve been a loyal Portillo’s customer, but after tonight’s experience at the Homewood location, I’m seriously reconsidering ever returning. I ordered online for 8:01 PM pickup. When I arrived on time, my food wasn’t on the shelf. The employee at the pickup counter had bags piled in front of her, so after waiting 5 minutes, I politely asked if one had my name on it. She looked through them and gave me absolutely no response. Nothing. Not a yes, not a no, not even acknowledgment that I’d spoken. I could see she was overwhelmed, so I sat down to give her space. After waiting several more minutes, I asked again about my order. That’s when she finally mentioned they were out of chocolate cake. Fine, no problem. I immediately asked if there were any other cake options available. She completely ignored me and went back to bagging orders like I didn’t exist. She eventually brought my food over 20 minutes late with zero apology or explanation. When I asked about the cake situation, all she said was I needed to find a manager for a refund. The fact I have to go find manager is crazy. She made no attempt to help, no substitution offered, nothing. So now I had to stand in line behind three other customers while my hot food sat there getting colder by the minute. When I finally reached the manager and explained what happened, his response was “they’re just tired.” That’s his excuse? He then asked what I wanted him to do about it, as if this was somehow my problem to solve. I had to suggest simply substituting another cake myself just to avoid wasting even more time on a refund. He gave me a different cake, but by then my entire meal was cold. This is absolutely unacceptable. Being tired at the end of a shift doesn’t excuse ignoring customers multiple times or failing to communicate basic information. A simple “we’re out of chocolate cake, here’s another option” when I first arrived would have taken 10 seconds and prevented this entire disaster. Instead, what should have been a quick pickup turned into a 20+ minute nightmare that completely ruined my dinner. Do better, Portillo’s Homewood. This was embarrassing.
• TA

  Timio Alexander

  Dec 28, 2025
  1.0
  Wow drive thru needs a makeover waited 20 minutes for a order that they didn’t even have to cook and the communication is terrible guys taking orders are very friendly but whoever is in charge needs to take a look at the 159th location and follow suit foods good but wait is HORRIBLE
• NN

  Nick

  Dec 28, 2025
  1.0
  I usually love Portillo’s, but this location was by far the worst experience I’ve had. I ordered 5 hot dogs and 5 veggie dogs. After waiting 30 minutes, the order came out missing the veggie dogs. We waited another 15 minutes, only to be given 5 more regular hot dogs instead. After an additional 10 minutes, the manager, Markia, came out and refunded the veggie dogs and refused to give us our food. No one apologized at any point for the repeated mistakes or the 45-minute wait for fast food. The cashier Jalisa was dismissive each time we pointed out the incorrect order, and the manager seemed overwhelmed rather than helpful. Several other customers were also waiting just as long, which makes it clear that Markia has no idea how to run a business or treat customers. I won’t be returning to this location.
• YW

  Yvette W

  Dec 23, 2025
  3.0
  My husband dined in and bought me a chopped salad w/no tomatoes. The disappointment when I started mixing the salad big clumps of bacon was in it. It was so disgusting looking and smelled horrible like the bacon clumps were scraped from the bottom of a grease trap and they looked burnt. There were so many clumps throughout the salad 🤮. For anyone to make let alone serve this to anyone is disgraceful to food service workers. It was as if the person was upset they had to make it w/no tomatoes yet tomatoes were in there not a lot but they were still there. That can be a problem for someone who has food allergies and a potential law suit. When I called I was given gift cards and an apology. However, I don’t have a salad that I was looking forward to eating. I don’t want it to be a swept away problem and customers more importantly the owner should be aware of the situation. Be cautious when ordering not just check your order is correct but now open salad and mix them up before leaving 🤦🏽‍♀️

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