Pepe's — Restaurant in Birmingham

Disappointed and Let Down – A Loyal Customer’s Experience

I recently placed a large order (over £30) from Pepe’s Piri Piri on Ladypool Road while I was fasting and eagerly looking forward to breaking my fast with something special. I made a point to tell the staff to ensure everything — especially the fries — was prepared well. Unfortunately, the experience was far from what I expected.

As I started eating the wings, I was shocked to find a strand of hair embedded inside one of them. It wasn’t just on the surface — it was actually within the wing itself. As you can imagine, this completely ruined my appetite. I had ordered the wings platter, and after discovering the hair, I couldn’t bring myself to eat any more of it.

Hoping the rest of the meal would make up for it, I tried the fries — but they were soggy and poorly prepared, which only added to the disappointment. At that point, the entire meal felt like a complete waste, especially after spending a significant amount and looking forward to it all day.

When I eventually called the branch to explain what had happened, I was met with a dismissive response. I wasn’t offered any kind of resolution or gesture of goodwill — just told that nothing could be done because I didn’t call straight away. It didn’t matter that the order was placed late and the branch had already closed, or that I was genuinely trying to follow up as soon as I could.

As a regular customer who has often ordered from this branch, I expected better — at the very least some level of care or responsibility. Instead, I was made to feel like my experience didn’t matter.

This has genuinely put me off ordering from here again. I hope this feedback is taken seriously, because if this is how regular customers are treated after a bad experience, it says a lot about how much they value customer...

I think giving this place a 1 star rating is very generous, if i’m honestly speaking. To begin with, my order was wrong, i was given a large meal when i ordered a regular and was overcharged. I specifically told the staff to make my chicken and rice extra saucy due to the fear that it will be dry, after kindly requesting special instructions, they were ignored and i received 3 boxes of chicken and rice with absolutely no flavour, very dry and not pleasant in the slightest considering the price that i payed. Additionally my fries were so dry, stale and oily, i could tell they were definitely far from fresh, which is concerning considering the restaurant was very busy yet they were serving old fries. Whilst waiting in the queue which was 30 minutes, i needed to use the bathroom, when waiting for the womens bathroom to clear up, i seen a man walk out from it. And that’s not even the worst part because a few moments later i seen a woman walk out the male bathroom which made me feel very uncomfortable. When entering the bathroom i was in utter disbelief, i have genuinely never seen a toilet look so horrifying, it was worse than secondary school toilets. The toilet was blocked with tissue, and the sink was flooding, no hand wash on sight whatsoever. i felt sick. The hygiene rating of this place shouldn’t even be 1....

Food is very tasty , service is amazing.... however the lady staff there needs some customer service training, today went in for iftaar when I was ordering My food I asked a question about a meal to their lady staff and she gave me such a. Rude reply when I told her to please slow down and not reply me rudely she was telling me that I was showing her attitude!!!! After that when I complained a fellow Male staff tells me if you do don't want to wait for your order for long its fine u can cancel your order !!! I mean instead of being sorry of their behavior the staff was trying to take the lady staffs side lol what customer service was this ... the lady was not sorry about her behavior at all she infact kept saying something this is really unprofessional, n then when the food comes it was not what I asked for when I told them it's not what I asked for they said they cdnt change it as it's alreadt out And trust me i didn't not even touch the food cz I did not like it it wasn't something I asked for !!!!! After paying that price I ended up not eating it .. I shd have got my refund as it was not what I ordered !!!!! Very very disappointed Iwdnt want ti come again in ur ladypool branch just cz that very rude , arrogant lady staff I wish I would...