Pepe's — Restaurant in Birmingham

I am writing to express my extreme disappointment with the service at your 439 Birmingham Road branch. I recall experiencing similar issues when the store first opened, and unfortunately, it seems the same problems persist.

I encountered several issues during my recent experience:

App and Order Issues: I attempted to place a delivery order through the app but was unable to do so. Consequently, I placed an order for collection. I accidentally added extra sides to my order and arrived well before the pickup time to cancel them, but was told this was not possible. Hygiene Concerns: I observed staff wearing blue gloves without any apparent regard for hygiene protocols. Team members used the same gloves for handling frozen food, operating tills, distributing bags, and answering the phone, with no glove changes in between. Given your open kitchen layout, I urge you to review these processes immediately. Operational Inefficiency: With the high volume of customers and orders, I am baffled as to why the store operates with only one till. This severely impacts service speed and customer satisfaction. Furthermore, there are issues with orders placed through your app. Atmosphere: Finally, the store environment is uninviting. Please consider turning on the heating to improve the atmosphere.

I urge you to address these issues promptly by:

Troubleshooting and fixing the app ordering system. Retraining staff on proper food handling and glove usage. Adding another till to expedite service.

This is without even...

Went there. Greeted to a strange seating lay out which is far too open. You won't be able to eat comfortably. I wanted to eat in but after seeing it, I decided I'd rather eat in my car.

Next there were 2 lines of people both confused as to who's going next and who's waiting. It would be helpful to have signs to show where to queue and where to wait.

After this we got served decently fast. Only issue was I said no peri salt but for some reason he added it on, maybe an accident. He said 20 mins wait which is very long but I could deal with it. It's been almost 40 mins, people who came after us got served their food before mine even if they came much later. We got our food after 40 mins. All we ordered was a burrito meal, burger meal and some wings. I have been to maybe 5 different pepes in Coventry, Birmingham and Luton however this was by far the slowest although they had the least customers and more kitchen staff so I believe it is to do with the kitchen set up/order.

The food was good. That was the only thing which was good about this place. My burrito was nice and fries were good although no salt was added or any salt packets. My partner got a burger meal. It was good but around half of the bread was stale, rock solid stale

All in all, would only recommend if you...

Great food, terrible costumer service and attitude. Waited 17 min to place an order because staff assumed I’m a delivery driver and we’re not making eye contact and keeping themselves busy despite me being infront of them.

I had previously made an order for delivery which had an item missed out. I called pepes a while back and spoke to a manager called “queeny” who promised on my next visit I’d be given my missing item. This in itself is not acceptable as it should have been delivered. Yesterday the final nail in the coffin for me was the fact that pepes charging 30p for sauces despite their food being premium for a chicken shop.

I mentioned to the manager/supervisor I had previously had an item missing and don’t want to claim what I’m entitled to but would rather have some sauces free of charge .

This did not happen as they don’t keep a log of missed items of orders and due to attitude of staff I realised they would have kept me waiting for complaining.

Terrible attitude, I won’t be visiting again and my whole experience yesterday was terrible.

I regularly visit pepes all around Birmingham and can say with certainty the employees here have the worst costumer service...