Los Lupes Duncanville — Restaurant in Duncanville

It really irks me that I have to leave this review, but the staff at the restaurant has given me no choice. First, I want to say that we have been loyal customers since the business opened, eating there or ordering take-out at least once a week. We have always enjoyed our meals and received good service. After a long week of dealing with what everyone else is dealing with like snow, no electricity, no water, broken pipes, grumpy people, etc...I saw that Los Lupe's was opened and thought we can't go wrong there. I went home and spoke to my fam and we decided to order from there. We ordered 1 Nachos Al Car Bon, 1 Enchilada Plate and 3 Beef Fajita Dinners. When we order, we order the same thing all the time. Either we all get Enchilada plates or 3 of us gets Fajitas. When I get home, we have 1 brown bag of chips, absolutely NO salsa, 1side of rice and 2 sides of beans. We ordered 4 dinners and these were individual sides received, not enough for everyone and definitely not what had been paid for. I get in the car and drive all the way back to the restaurant where I explain my dilemma to be given a small container of salsa (not nearly enough for the one bag of chips provided, much less any to enjoy with our meal). I asked about the missing sides and was told that the choice was rice or beans for the meals. When I said that was totally incorrect that rice AND beans have always been provided with the meals, I was called a liar. With the other customers standing around listening, I was not only embarrassed, I was appalled. I could not believe that I was being treated like this at the family owned and operated restaurant that I have faithfully supported since the day they opened. We work a 3rd shift job and through the years, we have picked up breakfast twice a week and ordered dinner at least once a week. This is for 4 people, so you do the math. We really liked the food and the service up until yesterday. When I informed my husband of this, he offered to go and pick up what was left out of our order and I said no it's fine. When I came home and told him what had happened, he was livid. He went back to the restaurant, for it to be closed. I was instructed that we are no longer to order food from them again. I found myself making excuses for the incident, them being busy, possibly short on things, the power being on and off and my husband put his hand up to stop me. He said none of that is a permission statement to disrespect a customer. He said regardless of the circumstances, whoever spoke to me like that at the restaurant was wrong. He said it was blatant in its regard and therefore unexcusable and he is right. We did not force the restaurant to open, they chose to be open. What is listed on the menu as included in the meal, should be provided and not complained about or balked at when forgotten. In times like this, when daily endeavors suck for everyone alike, we should at least get what we pay for without complaint or offered a substitute when it's not available. Either way it goes, everything should be done in kindness. If you are in a customer service position, be sure that is what you're giving when it's an actual customer you're dealing with or there is a big chance it's a customer you'll lose. With that being said, I hope Los Lupe's management speaks to their staff on the tact of customer service and they are able to make improvements for their customers...

Too bad there is no zero rating option! The service, food and cleanliness was all terrible at the location in Duncanville today! My family of 17 decided on the duncanville location to celebrate my cousins graduation today. The restaurant was nearly empty when we arrived. One waitress was assigned to us. It took about an hour to receive our drinks and order our food. We were ok with that because we had such a large party. When some people’s entrees started to arrive my aunt brought up to the waitress that she had not received her appetizer yet. Our waitress was very rude and defensive and told my aunt that it’s not her fault everything came out together and then told her that they could just cancel her entire order if she liked. Mind you she was paying for about four other family members tabs. At this point i went and spoke to the female manager about the waitress horrible attitude and that manager came to help her and went to get my aunt’s appetizer. When almost everyone’s food was out my 15 year old daughter had not yet received her meal. The waitress tried to tell us the my daughter didn’t get her food because my uncle took it when she called it out. His order was not the same as hers and he got exactly what he ordered and my daughter had nothing so that’s not possible. Why would she blame a customer for taking their family members order? So when we finish and most of the family has left my mother in law is going over her check realizing she was overcharged. The waitress argues back and forth for a while before realizing that my mother in law is right and ends up bringing her some cash back because her card had already been charged. My mother in law notices two different amounts and that she has still been overcharged. The waitress argues with her some more before realizing that she does in fact still owe my mother in law one dollar and some change more. She brings that and starts to clean off the table talking to herself about “Chinga” something in Spanish and slamming dishes on a different table not even a foot away from where I’m standing. So i walk over to the manager are and tell the male and female manager that this waitress is the worst i have ever encountered and that i will not be back here again. My mother in law and i walk outside and the waitress follows me out and while she’s standing in the doorway asks me what i just said. I told her exactly what i said and went back to the manager. I asked him why he is letting his employee behave this way and he said nothing as the female manager is holding the waitress back i presume from assaulting me. Needless to say i will never go back to this restaurant and i will discourage anyone else i know from patronizing it also. Not one of us was even once rude to her. She was totally out of control of her own self and of both the managers. Food that should be cold was warm and good that should be hot was cold. The male restroom was filthy. I would not recommend anyone to...

We went there tonight. Our waitress was very nice and attentive. The chips, salsa, queso and tortillas were good. The soft drinks were flat. My kids both got grilled cheese. The cheese inside was not melted and neither one ate theirs. The same for my enchiladas...the inside cheese was not melted so I had a few bites and left the rest. My taco was good and the beans were good. My husband got the guiso but want that fond of it. Although he actually ate his. It wasn't great but wasn't totally bad. I was still happy until we paid the bill. The waitress brought the bill and it was correct. She took our credit card and gave it to the manager to processes the transaction and she brought it back. There was a store copy that was stapled to the credit card page to sign and then a second receipt with my copy of the charge. I added her tip to the store one and then realized that what they charged the card did not match the attached receipt. It was $4 more than our original bill (which was actually attached to the credit card receipt). The receipt that was my copy added an extra bowl of queso for "chair 2". The credit card charge matched the wrong amount, not the amount on the receipt attached to it. No problem...it was probably just a mistake. Went to the manager and tried to explain so they could refund the extra $4. He said he couldn't do that because the transaction was already closed. He said to just reduce the waitresses tip by the amount. I said that I didn't want to do that because she didn't deserve to lose her tip over his mistake. He claimed it was her fault. Im not sure how it was her fault when she brought us the correct receipt, took it and our card to the manager and he rang us up an amount that didn't match our receipt. He refused to do anything - said he couldnt refund it on his end. We decided to leave because I wasn't taking away that waitresses tip because the manager was a thief. I would rather he steal those $4 from me than from that waitresses who was hustling. Plus he yelled at her when she tried to explain to him how he charged us too much. He was totally unprofessional. And what kind of restaurant can't refund when they make a mistake? So check your bill both before and after they charge your card if you go to this place. The whole thing seemed sketchy and I wouldn't be suprised if this bait and switch happened freqently as a way to steal...