3 Pepper Burrito Co. — Restaurant in Cape Coral

Update as of 1/11/22 The general manager was kind enough to not only text me once, but he contacted me two more times including the phone call today as he was very sick for the past two weeks and even today didn't sound good but still took a good 30 minutes to talk to me about my concerns. I really do appreciate how he handled everything and explained some of the challenges they are going through because of COVID. He didn't make excuses and offered to buy my next meal which I told him wasn't necessary but he insisted. I will definitely give them a try again with the understanding of the challenges they are facing. I have never had management from any business handle a complaint as well as he did and am very appreciative of it. I am changing the star rating from a 1 to 4 simply because he took the time to address my concerns.

I have gone to 3 pepper since it first opened. My family and I have absolutely loved this place. I knew several staff that worked there in the beginning. The place had great food and very good service. Over the years the quality of the food has declined and the service as well. Tonight was the final straw that is forcing me to stop going there and find a new Tex-Mex place to eat. I ordered a chicken quesadilla and chips, that's all. My order was supposed to be done at 7:15 which is exactly when I got there. Within 10 minutes of waiting, the place was filling up with people that had to go orders. Food was being made only to sit on the back counter as they were trying to apparently do everyone's order at the same time but nothing was getting done. I notice two quesadillas going into boxes within the first 5 minutes of being there but assumed they were someone else's. Customers were getting restless as more and more kept waiting for their food. Eventually about 20 people were waiting and no customers were even there to order food but nothing was coming out. At exactly 7:43 I got my order which had been sitting there in one of the boxes that was made within the first 5 minutes I was there. My food was cold and when I told the workers that they looked confused, didn't apologize or try to make it right. I even demanded they remake the quesadilla as it sat for about 25 minutes which the one girl was going to even though she couldn't understand why I was asking for it to be redone. She then said that it would have to be made differently because of something being frozen which I am not sure what she said because I was so angry at that point. I took the cold food and left as this was not even for me. They had at least 5 people working there and know one had a clue what was going on. The owners clearly could care less about how this place is falling apart. My wife and kids have had bad experiences in the past as well. This really is a shame and honestly hope the owners read this and start taking a closer look at this place as I am sure more negative reviews are coming. I have used them for the school I work at for the team I coached but unless something drastically changes...

I've been to this location a few times, and each time my experience has had some issue. I've had arguments with staff over the menu (ordered a cheese quesadilla online and they gave me a kid's meal, telling me the cheese quesadilla is a kid's menu item, despite having ordered it off their website), stale chips, undercooked rice or beans. When they get it right, it's great, when they don't, they try to lie their way out of it. Today, I ordered to go and had sauces on the side for both items. Opened the bag to check, and only had sauces for one order. I tell the woman I assume to be a manager (she's always there) and she tells me it's in the box with the nachos. It's not. So she tells me to go see the girl at the cash register. I tell her I'm missing sauce, and she says it's in the chip bag. I tell her I should have two sides of sauce, and then she proceeds to produce them. This proved a little challenging because her fingernails were so long she couldn't grip things properly. She was having to two-hand the sauce bottles and grab for container lids with her fingers spread because it looked like her nails were actually getting in her way. Last I was aware, long/painted nails were a no-no in the food service world for hygienic and functional reasons. My issue with it is that it was interesting to watch her try to do her job when her aesthetic choices were hindering her ability to do things efficiently.

Update: Guess who woke up so they could throw up rice and beans?...

~ First, I only provide reviews on extremely good experiences, and extremely bad experiences. This one would fall under the later. ~ I could not have been much more displeased with the service at the Cape Coral location tonight. To provide a brief summary: placed online order arrived at restaurant to pick up (2) meals at time that was requested. 25 mins later, and me asking about my online order twice, meals were finally provided. I asked the employee that handed the (2) meals to me, did he double/triple check my order? He said all was there and correct. Of course, after arriving home, all was not there, nor was the meals complete. Missing side of queso, which I was charged extra for, missing chips, sour cream, and various sauces. VERY IMPORTANT TO NOTE: The store had (4) employees, and while I was there, including myself only (5) customers were waited on. So, this was certainly NOT a busy time! To make matters worse, hence the “icing on the cake” was that none of the employees showed any signs of remorse for wasting my time. Had they cared at all, and show it, I would not be leaving this review. ~ The food is good there but, I highly recommend planning accordingly by adding an additional 30 mins to your...