We aren’t quite sure why this place is as busy as it is. Perhaps our experience was unique, maybe other people enjoy this place. Our visit, however, made this one of the worst places we have ever eaten.We were staying with some friends, one of which is also a celiac, and joined them for dinner at Portillo’s. When we arrive, the drive through line was backed up at least 20 cars deep. Inside, the wait was much shorter, and we were placing our order almost immediately. The greeter took our order of Beef Combo in a cup with peppers and cheese, written on a brown bag – not very green of them – which we handed to the cashier a minute or two later. A manager had to assist in translation, and stated what was written on the bag was “all wrong”. After making corrections on a new bag, and telling the cashier how to enter the order, the manager left; leaving the cashier to stumble through entering the information into the order screen.We made sure to mention that the order was gluten free, which Portillo’s website states they can handle, assuming at least glove changes would be done, but the cashier informed us after paying that the manager stated “gluten free could not be guaranteed”. Normally, this is where we would ask for a refund and eat somewhere else but, as our friends have never had an issue, we decided to press on.
Next, we waited for our food. And waited. And waited. Our friends were at the table with their food, and we waited. Number 70 was called all throughout our waiting process, we were number 78. We waited. The contents of number 70 were read out – hey, that sounds like our order. We showed the employee our ticket, and found out “they must have wrote the number wrong”. So… our food was ready for a while. We were not happy, but they did at least offer us cake for the problem. You know, cake, to go with the gluten free meals containing an allergy warning on the ticket. Cake.
At this point, we wanted out of the crowd of people waiting on their food, and to eat – we were pretty hungry. We joined our friends, and tried our food. This is where Portillo’s lived up to everything we had experienced thus far. There was no gravy to speak of in the bowl. There was some greasy sludge, but even it was limited. The sausage was dry, with burnt ends, and not very good. The mystery meet in the meal was the same consistency and flavor as steak-um – in fact, if we had to, we would venture to guess that it probably was some off brand frozen beef slices. Very, very greasy off brand beef slices.
The extra peppers – which costs – consisted of two or three small, greasy pepper pieces. As far as the double portion Alan ordered, it looked and felt the same size and weight as the smaller order. Either they screwed up there too, or an extra portion means one slice of steak-um.
Normally, this is where we would some things up in a nice sentence. With Portillo’s, that is simply “Wow.” Wow that any one visit could have everything go so wrong. Needless to say, we won’t be going back. We’ll stick with Buona.
There you have it guys. Buona Beef is the clear winner in our eyes. They had better customer service, better attention to detail, better ability to handle our gluten free meal, much larger portions, and most importantly much much much better tasting food.