Sunday night October 28th 7:58 p.m. I pulled into drive thru wanting to order an Italian sausage sandwich with mustard and grilled onions and peppers the response was it will be 10 minutes do I still want it I said yes I pulled forward and paid and was directed to the second window after several employees looking at me no one came over to say an estimated time of when the order would be done after 22 minutes I finally got my order explain to the young woman that I have been waiting over 20 minutes her name was Christian she spent a couple of minutes looking at the screen and then disappeared a couple minutes later she came back and stuck a coupon in my face for a free sandwich with the purchase of a full meal I asked if there was an 800 number to call she didn't say anything to me she just started walking around yelling for someone after another 3 or 4 minutes she came back with the phone number after a 10-minute drive home my sandwich was cold there is no way this was made to order and it was plain nothing on it after working a 12-hour day the last thing I wanted was to be hassled over a food order in drive-thru not once there was an apology or contact with the manager I was extremely disappointed with the whole situation I am not going to say I will never be back to Portillo's but it will definitely be quite a while this will definitely be a topic of conversation in my workplace tomorrow