Portillo's Madison, Wisconsin - East Towne

Excellent

Ty took my order and was very friendly and efficient. I did not get my receipt so I couldn’t do the survey, but I wanted to know I appreciate his service.

I've always been a fan of Portillo's for its quick service and tasty meals, but my latest visit left me deeply disappointed and questioning if I'll ever go back. After waiting in the drive-thru line, I went to the window, only to discover they had completely missed my order. Mistakes happen, but it's how they're handled that matters, and in this case, it was handled poorly. When I politely pointed out the oversight, the person at the window, without any apology or sense of urgency, told me I would need to drive around and join the end of the line again to reorder. This response was not only inconvenient but showed a blatant disregard for customer service and time management. There was no attempt to rectify the mistake on the spot or offer any form of compensation for the inconvenience caused. This experience was far from the efficient and customer-friendly service I had come to expect from Portillo's. It's disheartening to see a well-loved establishment drop the ball on something as fundamental as order accuracy and customer satisfaction. I hope this was an isolated incident, but it has certainly left a sour taste in my mouth. Future visits, if any, will be approached with caution.

I already did a review for portillo's over the phone but I wanted to personally thank Evet!(Sorry if it's spelled with a Y) She is hands down one of the best managers or even employees I have dealt with in a long time. Portillo's East on a whole front is very good and I like all the employees there. However Yvette is the an outstanding person and has always taken care of me and I truly appreciate that. This is my second review for her and I hope portillo's upper management sees this because it truly is nice having employees that really treat the business as if they were their own and that's what makes brilliant businesses so thank you portillo's but double things to you girl....(Love the braids)