Pepe's — Restaurant in Birmingham

This is my letter to the head office which was unsurprising undelivered and thus forwarded to their franchise email!!

Avoid like the plague! Expensively shoddy! I would give it a zero star rating if I could!

Hello chieftains

After my appalling experience tonight I thought I would let you chaps at head office know of what happens on the shop floor in downtown alum rock, Birmingham. Yes, it is 2am whilst I pen this.

After a long day at work, hoping to tuck into a nice hand made burger at my local pepes after 6 months or so, I ended up vowing not to go there again.

Firstly, having ordered a large meal I was given a half empty bag of of fries to which I informed the assistant and he kindly replaced with a much fuller packet.

Only to realise once eaten was to find the absence of any salt. Nevertheless when one returns home after a 12 hour shift i lacked the energy to go up to the counter and thought I should continue to eat and depart at my earliest convenience.

However, my shoddy experience didn't end there, the "gourmet" burger was nothing but a squirt of mayonnaise and a minuscule Amount of what appeared to be cheese sauce in a rather cold bun coupled with mince beef.

As one would expect, I was extremely frustrated and informed a member of staff who without apologising took the bun out of my hand, mumbled something and went to the back to question who had made this not so gourmet beef burger. 5 mins later he returns, bearing in mind I had now finished my packet of fries with what was now a cold beef burger with cold salad in a cold bun and refrigerated processed cheese slice- how satisfying. When I expressed my disgust and asked to speak to the senior in charge he informed me that it was him, when I subsequently asked who his manager as I wasn't happy thus far of my experience, his excuse was then that my burger was made by trainees, to which I replied is unacceptable for why weren't they supervised if the incompetent beings are unable to make a simple burger to which he showed frustration to my comments, when I asked again who the manager was he replied "he is not here today" and what was the issue I got a new burger with salad and did I want a refund-to which i responded what time is he in tomorrow, after some pause when he realised I wasn't to stop and adamant to escalate my concerns to seniors he then admits "I am the owner"! Rather bemused by his dishonestly i honestly shouldn't have expected anything better and ended the conversation.

This catalogue of poor customer experience and food quality can only stem from origins from an Asian background. One would never see these antics in any other fast food franchise chain.

I sincerely hope you take heed from my words as I am sure this wouldn't be the first time this has happened here.

Kind regards Ehsan

P.s. What's even better is that my email was rendered undelivered when sent to the info@pepes address!!! Phoney at every step- maybe more accustomed to Pakistan where you have opened your...

[WARNING] Made a phone order told it would be 10 minutes got to the shop and im made to wait another 10 minutes. Paying attention to my food getting prepared i seen the worker dropped the chicken fillet on the floor and put it back in my order Wallahi [I swear by Allah] Like it was normal procedure nasty and disgusting.They think its acceptible to play with peoples food like that and put peoples health at risk. If i never witnessed this i would of eaten it without knowing. The same unhygienic employee makes me a new order and uses the same tongs he used to pick the fillet of the floor without changing or cleaning it that they use to prepare and handle everyones food. How this shop has a 5 star hygiene rating is mad. Cancelled my order got a refund staff/manager didnt seem bothered shows their hygiene and practices, what type of staff they employ and what they think of their customers. The employee should of been sacked on the spot. never eating from here again used to be a regular here aswel as my friends and family. I dont normally write reviews just want to warn people what i witnessed with my own eyes who knows how many times this has happened before or will happen in the future. How hard was it to explain to me what happened throw the food in the bin change gloves/wash your hands and equipment then remake my order? dont pepes train or monitor their staff? Are they told to do that by the manager/owner? if they make a mistake does it comes out the workers wages? Reported to Food Standards Agency. They try to drown out real genuine reviews with fake paid/bot 5* reviews...

I recently placed an order with Pepe’s, and unfortunately, the experience was a complete letdown. Upon receiving my delivery, I found the food haphazardly thrown into a paper bag, with cold drinks stacked directly on top of the hot food. As a result, the drinks were warm, and the food—intended to be hot—had gone cold. The fries were soggy and entirely inedible, turning what should have been a satisfying meal into an utter disappointment. For a £50 order, I expected far better care and attention.

I called the restaurant to seek a resolution, and while the manager, Saad, was polite, the solutions offered were completely inadequate. His first suggestion was for me to walk 25 minutes to the store to collect a new order, promising they would "get it right" this time. Given the distance and the fact that I had already paid for delivery, this was an unreasonable request. His second offer—to give me a free meal whenever I visit next—was presented as suitable compensation for a £50 order. Frankly, this response felt dismissive and unprofessional. A token offer of a free meal at some unspecified future date doesn’t adequately address the inconvenience and frustration of having my current order ruined.

Overall, this experience highlights a serious lack of customer service and quality control. I expect more from a restaurant, especially when spending a considerable amount of money. Until these issues are addressed, I won’t be ordering from...