Nanette McWhorter

Review of Portillos Rockford, ILL

I originally had an issue with delivery to my unc...

I originally had an issue with delivery to my uncle who lives in a nursing home which is an hour away from my home. I would, in nonCOVID times bring him home made food or order food for him and take it to him when we visited. I ordered from the Portillo s in the same town as the nursing home to be delivered. I didn t realize that even using the restaurant phone number and prompts,or their app you can still be directed to door dash, even though Portillo s has its own delivery drivers. I didn t find out about the issue until a week later. I would much rather have the restaurant the food comes from deliver if available than door dash. Honestly, I feel there is an issue 75% of the time with door dash. There was no name on the receipt order via door dash, even though his name and room number is included with the address in my app. I called the restaurant and the MANAGER PAUL was extremely helpful. He apologized, and it was very sincere. He related a story about his family member in a nursing home so I know he really felt my frustration. He went ABOVE AND BEYOND what I expected when I made the call. He is truly passionate about his job and making it right for the customer. Thank you Paul for all your help and understanding. Hint to those ordering for delivery. Call the restaurant and speak to a team member at the restaurant.