Pepe's — Restaurant in Rugby

Terrible experience at Pepes in Rugby — and it’s happened more than once.

On Wednesday 18th June, I tried to place a phone order and called around 30 times between 7:30 PM and 8:00 PM, but the line was constantly busy. Clearly, the staff had deliberately left the phone off the hook or placed it aside to avoid taking calls — something we’ve experienced before.

My husband then went into the shop between 8:00 PM and 8:30 PM to confront the staff directly about it. They brushed it off as a “mistake,” but this isn’t a one-off — it’s clearly deliberate. To make it worse, instead of apologising, one staff member refused to serve him and told someone else to deal with him. That’s completely unprofessional and unacceptable.

This isn’t the first time either. On 1st June, we had the exact same issue and made over 60 calls around 10:00 PM, again with no answer. It’s clear this is a recurring tactic to avoid phone orders.

I urge the manager to review CCTV footage from 18th June between 8:00 and 8:30 PM to see exactly how the situation was handled and which staff were involved.

I will be reporting this to Trading Standards and notifying the local council, as this behaviour creates a real nuisance for customers and reflects extremely poorly on your business.

Avoid this branch if you expect even the basics of...

Totally surprised on how nice the food was from here! This was my first time eating from here as I was a bit unsure at first but really I'm very satisfied I've gone ahead and given it a shot. I ordered a chicken and rice box (mild Piri Piri) as a meal and went large and it was delivered via Deliveroo within 30 mins which is fantastic.

Upon delivery and opening, presented with a nice large portion for what I paid, very happy dude indeed. There was enough chicken and the box was packed to the brim, the only bad things about my experience is that they could've put more sauce in the chicken and rice box as I did find after a while it got very bland and dry but the flavour was gorgeous to start off with, include maybe a sachet of salt and pepper for the chips, and lastly my can of Pepsi wasn't very cold.

All in all, a great first experience eating here and I'm definitely considering trying other things such as the Chinese Laksa Noodles as they look lush. Keep up the hard work guys, I really hope you keep going strong as it would be sad to see such a new shop go downhill.

See you...

Last time we're ordering from here. Had been back previously despite orders being wrong in the past (wrong chips, no chips, wrong meal entirely, but trust a chicken restaurant to spice it up I guess) because we expected these to be occasional mistakes, or human error. Tonight we ordered two meals and both chips are missing, they inform us that for either a refund or to receive the rest of our meal, we need to drive back to the restaurant. Rest of the food is going cold at this point and they eventually agree to deliver the fries. When they arrive, it's only one out of two fries. They refuse to send the second until there's a delivery 'going that way'. Apparently you no longer take priority as a customer once they've received your money.

With their attention to detail and consistently messing up orders, they really ought to just save everyone's time and just serve one meal on the menu called pot luck. The outcome is the same, but at least there'll be less complaints from customers.

It's a win...