Portillo's Madison, Wisconsin - West Towne

My first ever visit to a Portillo's so I don't know if this was a one-off or "normal" experience. My burger and side salad took almost 20 minutes on a slow evening. The burger had a lot of potential but was stone cold. Suspect someone forgot to call the salad out which held the whole order up. Burger wasn't juicy but you could tell it would have been if served right. On the plus side, the salad was generous and freshly made. Also appreciated the friendly attitude of the line staff and retro dining area with comfortable padded booths. The Italian beef sandwich looks tempting so we'll see. Might give it another shot.

The service is usually fast and friendly, even during busy times. It's a great spot for a quick, satisfying, authentic taste of Chicago-style food in an exciting classic dinner environment.

Ordered food for pickup and it was packaged and ready to go in under 10 minutes. I enjoyed the loaded hot dog on a poppyseed bun. Loved the European style hot dog and the pickle! The chili cheese dog and fries were just okay. The chili cheese dog made the bun pretty soggy and hard to eat. The fries were pretty plain crinkle cut fries and reminded me of Ore Ida frozen fries to be honest.

Good food but the organization of the operation definitely needs some work. Staff was friendly but our orders were not all there and many patrons were complaining around the pick up area... Wait times were long, orders were not all correct, and we had some missing items that required additional long trips to the pick up area. So seems like the management wasn't on point for this visit at least.

I waited in the drive though window for a half an hour for 2 shakes. Of course they were prompt to take my payment and then just ignored me. Worst Portillos experience I’ve had. This branch need la better attention to detail