Pepe's — Restaurant in London

I went to pepe’s hounslow on 8th of May 2022 at around 10minutes to 10 at night. I was with 8 of my friends, we came from a football match and we were hungry and wanted to eat. We approached the staff at the full to order food, he told us they were only accepting cash and no cards. It did not go well with us but fair enough we went out and withdrew some money to come and order. The first one of us ordered half grilled chicken meal, the staff at the till told him we are sorry sir you have to change your order because that will take a long time, though hesitantly my friend changed his order to chicken strips. He was equally discouraged to order that as it would take long and was rather guided to order chicken breast. He accepted the suggestion but before the order was finalised, he was reminded that he could only take away the food and not eat in, when he asked the reason since the restaurant was open and there was at least 2hrs to normal closing time, he was told it’s because there were less staff and so there will be no one to do cleaning after we ate. This was a very bad experience as most of my friends could not believe the reasons we were being given and the way we were being discouraged to eat from the restaurant, from cash only to change your choice of order to you can’t eat in when we knew that there was a cut off time for eat ins. Bear in mind that some of my friends were customers for a long time, we had to change our mind and go to a different place just because were less motivated to take our orders and were disrespectful towards us. We vowed to not eat at that place and any other pepe’s for that matter and we will share the experience with family and friends so that they can avoid visiting there lest they not get...

I feel this place has been getting a lot of scrutiny for quite a long time.

The unfortunate part is that it is all valid.

The food quality (when prepared to the standard the franchise is held to) goes well.

But the staff give poor customer service. That extends to their delivery organisation and speed (or lack of speed).

Delivery expectations that exceed an hour minimum even at off peak hours yet they somehow surpass their own overestimated expectations.

You'll be left waiting 2+ hours for food and be sure to find things missing.

Food quality will have dropped as it takes them 10 minutes to make and sits in a counter until they can find someone to deliver it. By which point they forgot to add the extras like chips/rice etc

The staff are constantly reported to be rude, on almost every social aspect, it's the biggest complaint this particular branch gets. But it's clear their management/owners clearly have no interest in improving that in any way.

If you call them to ask where is your food, they'll place blame on you for ordering so much, or ordering at busy periods, or try to make you silly for even asking.

Whether you walk in, eat in or request a delivery... it's not the pepe's your familiar with. They will find a way to upset your day.

Either through the lack of hygiene (by leaving food out for too long), or by being rude. They will find a way to ruin your day even if you've been having a great day.

Just avoid this particular branch. There are so many great places to eat in hounslow, just...

Very rude people. When I was placing my online order, it said order would arrive latest by 1.30pm. I was ordering a platter to my workplace as part of Xmas lunch and our lunch break is 1pm to 2pm. So I placed the order and paid just because it said the food would be delivered by 1.30. We needed food from all places to arrive together. I ordered at 12.48pm. Minutes after the order, they changed it to say delivery time was 1.55 to 2.30pm. This was after my lunch time and no use. I phoned the restaurant and the man was very rude, saying "There is nothing we can do. All the orders are coming in together and we only have one or two drivers". I tried to explain the situation with our lunch time and he just said "What can we do? There are too many orders all coming in". As if it is my fault they are taking too many orders or there are not enough drivers. Just a really offensive, strange attitude. Even if they take too many orders and they changed the estimated time as soon as the payment was made, at least he should have been polite and apologetic. Really disgusting way of speaking as if I am bothering him just by phoning to ask why they delayed the delivery time by a whole hour. They shouldn't take more orders than they can fulfil, and if they do then they should at least be polite to customers. They did not answer the phone after that, for more than one hour. Either the line was busy or they just did not answer it. Until 2.45pm, no order received. Appalling service and very...