Pepe's — Restaurant in Birmingham

Good afternoon

I am writing to you regarding my recent visits to the Birmingham Yardley retail park Pepes franchise.

I would like to make a formal complaint regarding the the customer service of that particular store and how badly they represent the brand.

I have visited this branch on countless times to this particular store and every time I visit theres always the same issues.

A staff member that’s male fairly young at the counter more recently seems to not know how to serve customers in the right manner.

On this occasion whilst taking my payment or order he randomly starts serving other customers half way through completing his dealings with me. I will be ordering and half way through my order he’ll randomly stop turn and grab an Uber eats or Deliveroo order and pass it over to the driver collecting without apologising he carries on taking my order or serving me. More recently he ignored me and served customers I.e. Uber drivers etc instead who were behind were me or has pushed in. Bad system!

The male staff members are very monotoned and unresponsive. In fact every time you do an order for collection via phone you are given a timescale of 10-15 mins to come in for your order to be ready to collect but this isn’t ever the case. Instead you are waiting another extra 20-30 minute.

Yesterday I was in Pepes and I came in to collect my order that I put through on the phone as collection. I arrived 5mins after I had ordered on the phone knowing full well I will have to wait only another 10mins based on the duration they told me it would take to have my order ready to collect. However I paid and although the young guy who served me (who was rude and not really polite) said the wait will be no longer than another 10mins I ended up waiting an extra 42mins, not surprised!

The young guy had finished his shift and left with out telling his colleague that my order was ready to collect and he had already taken my payment and told me once it arrives in 10min one of the colleagues will pass it to you. I waited 42mins. Based on this I will never return to Yardley branch after giving them the benefit of doubt over and over again. I have never experienced customer service as bad as this Pepes branch. Disgrace.

Good customer service makes a...

Staff: refused give name ( girl with hijab full faced covered)

Does Pepe’s Really Care About Their Customers?** As a frequent customer, this experience was beyond disappointing. Does Pepe’s really care about their customers? Their handling of the situation made me feel like my concerns didn’t matter at all.

Here’s what happened

Burnt Chicken Delivered I placed an order for two Chicken Boxes with Mango & Lime flavor, and both were delivered with burnt chicken. (Attached picture )

Unhelpful Response from the Restaurant I immediately called the restaurant and spoke to a lady. She asked me to send a picture of the food, which I did.

Denied Responsibility The lady argued that the chicken wasn’t burnt, claiming that’s how they serve it, and outright refused to replace the food or redeliver it. She also said when I further asked if this how you serve is the picture in menu and food is serve is same? She said picture in menu is only for advertisement not for customers.

Inconsiderate Request Despite explaining that I was at home with my 2-month-old baby, she insisted I come to the restaurant at 10:45 PM to collect the replacement food myself. This was entirely unreasonable and inconsiderate.

Rude and Dismissive Behavior When I expressed my frustration, she told me not to order from this store again. On asking to speak to the manager, she informed me there was no manager at the store, which is hard to believe for a running restaurant.

This experience has been incredibly frustrating, and it reflects very poorly on the store's customer service. They seemed indifferent to my concerns and didn’t care about resolving the issue.

Sharing This for the Sake of Improvement Many people who face such poor treatment would simply switch to another restaurant or store without bothering to voice their concerns. I am only writing this because I want the management to know how terribly their staff treated a loyal customer. I hope this feedback encourages you to improve your service and treat your customers with the respect they deserve.

This was an extremely frustrating and upsetting experience, and I hope immediate action is taken on staff who wants customer to simply switch...

I had a BBQ sizzler meal, the first time I've had the BBQ sizzler and first time from Pepe's Yardley as it has recently opened. My husband ordered and collected the meal on 30th December 20. The sizzler was delicious, fresh, succulent, with jalapenos as stated. The fries seemed a lot and they were the sliced peri peri ones. There was no drink with the order. I sent my husband to get this and rang up to explain the problem. I spoke to a very nice gentleman who apologied and gave my husband two drinks instead of one and a slice of carrot cake as goodwill gesture. Even the carrot cake was one of the best I've eaten. And I've had a few, usually I take off the cream as it's too sweet or rich but this was just right. All in all a great first time experience. In contrast today I ordered the same meal through Uber eats buy unfortunately Pepe's Yardley not on app so ordered from acocks green. I cannot believe the difference in the same meal, i recommended my husband have one too from the Pepe's Yardley experience. However it was a mistake, didn't taste like a sizzler, no BBQ flavour of any flavour, tastless, no jalapenos. The panini wasnt fresh either. I shall only order from Pepe Yardley and hope their food always taste as good and it wasn't just because they have...