Portillos Restaurants Complaint - Robbery inside of the restaurant

Review by myasircg194 on 2011-05-25
My six year old was robbed of a BlackBerry cell while I was going up to the counter to receive our food inside a Portillos restaurant. I immediately notified the manager who did not do anything after my daughter identified the employee who took the phone. When the manager did not do anything I notified [a rep] who stated that she worked for AON and was the a representative for the Portillo restaurant. I explain what was related to me by my child and [the rep] related it is not Portillos problem that I allowed my child to hold my phone therefore they are not responsible. I then contacted [snip] who stated that he was the risk manager of all Illinois Portillos to inform him of the disrespect that [the rep] has just inflected upon me. Yet [the risk manager] made matters even worst. After relating to him the information that I had given [the representative] he stated to me that there where not any cameras in the location where my child and I was sitting therefore they will not help me and the matter was over.

Never did [they] ask about the well being of my child who was clearly traumatized by the entire ordeal.
Comments:25 Replies - Latest reply on 2011-05-26
Posted by T on 2011-05-25:
If I understand correctly, your daughter was robbed of a cell phone in her possession, by an employee. You were with your daughter, sitting in the restaurant.

That would be robbery, and I assume you reported it to the police? In what manner did the employee approach and take the phone, in your presence?
Posted by momsey on 2011-05-25:
I'm very confused. If you say your phone was actually robbed from your daughter, why didn't you call the police right then and there?
Posted by Skye on 2011-05-25:
I think you should have called the police immediately.
Posted by Pepper on 2011-05-25:
Well I understand why the OP didn't call the cops immediately since the phone was "stolen"...

What I would have suggested doing was seeing if another customer would let you borrow theirs to call your phone.

Then when it started ringing .... demand the person hand it over or you call the cops.

Posted by T on 2011-05-25:
I don't have a cell phone, but I could call the police immediately from a restaurant. Or I could get to one within 5 minutes.
Posted by Manuel on 2011-05-25:
Ditto, and it may not be too late. By now, I'm sure that the employee is not going to have it with them (although you never know), but the police report for a stolen phone can be given to your provided and they may be able to assist the police.
Posted by Manuel on 2011-05-25:
That's "provider" not "provided". What happened to the edit button?
Posted by unhappy999 on 2011-05-25:
If I had an expensive cell phone I would not give it to my six year old.
Posted by momsey on 2011-05-25:
My son (almost 3) plays with my iPhone all the time, so that part is not odd to me. Leaving a 6 year old unattended, yes, that part is odd.
Posted by Anonymous on 2011-05-25:
I wouldn't think twice about leaving my cell with my small child while going only as far as the counter to pick up my food. It isn't the same as letting her take it to school. It was just a minute or two. If the child and phone werent in my plain sight though, I probably would have taken both up with me. At any rate, the restaurant's response was inadequate. Make a police report on the theft, contact your cell carrier and report the phone as stolen. I hope you have insurance on it.
Posted by MRM on 2011-05-25:
If the Blackberry has a tracking app installed, the phone can be traced and found. I recommend Lookout Mobile Security as it can track a phone, and wipeout data remotely.
Posted by Nohandle on 2011-05-25:
You and your daughter were in the restaurant and you stepped up to the counter to pick up the order? Is that correct? When you came back to your table your daughter told you the phone had been stolen and pointed out the employee who had taken it. Correct? The manager did nothing. Correct?

You then called a representative of the business who in turn told you since your child was holding the phone they were not responsible. Correct? Had you been holding the phone when the employee took it, would that have made any difference?

A really strange occurrence.
Posted by MRM on 2011-05-25:
To add to my previous comment, if Lookout Mobile Security is installed on the phone, you can send out a high decibel alert and you can hear where the phone is located.
Posted by MRM on 2011-05-25:
Man, I wish it was my phone that the employee took so that I could activate the high pitch alert and track them down!
Posted by MRM on 2011-05-25:
Ytrop, you can own a Blackberry Curve by Virgin Mobile for $179.99 but the monthly plan can be low as $35/month. No contract involved, and no hidden fees. Get your Blackberry Curve today!
Posted by MRM on 2011-05-25:
In the meantime, Im making love with my Android Samsung Intercept with a $25/month plan! With the $25/month I feel richer!
Posted by Anonymous on 2011-05-25:
Perhaps the phone wasn't stolen? Maybe the child left it unattended or dropped it. And the employee simply picked it up. The OP never clarifies if they "asked" the employee in question.

Instead, I interpreted it as the kid lost the phone, the parent asked the 6-yr olds version, and then began to point fingers. I never once heard the OP say they waived the employee down and asked them if perhaps they found the phone. I think the situation may have been resolved if the OP simply flagged the server down and said, "Excuse me, but my child said that you picked up my phone. Thanks for keeping an eye on it for me". Guaranteed that would have got more resolution.
Posted by MRM on 2011-05-25:
DIRM, how do you like the swiss army knife of phone in the palm of your hands!
Posted by Anonymous on 2011-05-25:
MRM, my ipod touch with 300,000 plus apps available. It can kick your intercepts butt *sticks tongue out*
Posted by Anonymous on 2011-05-25:
My Motorola Atrix just got a new playmate during lunch, courtesy of the IT department...a docking station (drooling profusely).
Posted by Venice09 on 2011-05-25:
This doesn't seem complicated. If someone stole a phone from you daughter and she was able to identify him, why didn't you just call the police?
Posted by yoke on 2011-05-26:
If my child was able to identify the person who stole something from them I would have questioned the person first and then if I got no where I would ask to see the manager. If I still got no where with the manager then I would have called the police.
Did the OP ever talk to the employee?
Posted by hi on 2011-05-26:
I dont get this......you let your 6 YO alone with your cell phone, the cell phone came up missing and the kid said someone stole it? Maybe the kid broke it and hid it to keep from getting in trouble? You needed to call the Police to sort this out. Not bicker with a manager. You very well may be falsely accusing someone
Posted by Pepper on 2011-05-26:
DIRM - I wondered that as well, if it was dropped or put down and forgotten, until the parent demanded to know where it was.

And "hi" - that's another good point.
Posted by OP on 2011-05-26:
I spoke to the individual my child identified immediately, I also called the phone and did not hear it ring. I made a police report and the police informed me that the detective will do the investigation. The robbery happened on Portillo's property, one would have a reasonable expectation of security being on their property and frequenting their establishment, am I not correct?

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