Pepe's — Restaurant in Guildford

I’ve always loved the food that Pepe’s provides, but my recent experiences have unfortunately led me to write this negative review. The service has significantly declined, and I believe the team needs proper training on how to serve customers respectfully and professionally.

Despite requesting a small customization multiple times, it was not done. What made the experience worse was the attitude of the team, especially the lady who works in the kitchen. She showed a clear lack of interest in taking the request seriously and responded with unnecessary questions and laughter amongst the staff when the message was passed on.

It’s also quite uncomfortable when the staff constantly speak in their own language in front of customers—especially while laughing right after a request is made. I'm not saying anyone shouldn't speak their own language, but when it's done while laughing at a customer's request, it creates a very negative and disrespectful impression.

In the end, the customized request I made was ignored, and I only realized this after getting home and checking my food. I hope management takes this seriously and ensures the team is trained not just in food preparation, but also in customer service and respectful...

Regular customer at Pepe’s, I order 3 times a week. There is one guy there who just doesn’t treat customers correctly. He needs to be more flexible. Policy , policy, policy.. that’s all he says. I wanted more peri salt in a small pot because there was not enough peri salt on my chips. I even said I would pay for it. It’s ridiculous that policy stops you from doing that, Pepe’s needs to learn better customer service especially from a customer who spends so much money with you.

Edit: To the owner (who replied), how are you going to improve this for future? It repeatedly happens. If I am spending £30-50 a week, do you think it’s acceptable to not be given some extra peri salt in a tub, especially when you didn’t give me enough in the first place? It’s common sense, everything can’t be policy, otherwise where is the customer service and rewarding loyalty at your branch?

It’s a real shame because I like...

I ate at Pepe’s in Guildford and left unimpressed. The food was mediocre, the rice was undercooked, had an odd, overpowering cardamom taste, and I even found a whole cardamom seed in it. It completely ruined my meal and made dinner unpleasant.

The service was just as poor. Staff took a long time to prepare our order, even though we were dining in. What made it worse was watching them clearly prioritise Uber Eats and delivery orders over people actually sitting in the restaurant. We ended up waiting far longer than we should have while takeaway bags were rushed out the door.

For a casual meal, I expect at least properly cooked food and fair service to customers in the restaurant. Here, neither was delivered. Wouldn’t recommend unless the kitchen improves and staff start treating dine-in customers as a priority, not an...