Lupe Tortilla Corporate Headquarters — Restaurant in Houston

I am very disappointed about how I have been treated by members of store #8 management team regarding order #95 that was placed by phone on May 11, 2021 four minutes prior to closing. Let me explain, On this Tuesday night after placing the order (order# 95) I was assured that I would be able to pick the order up because it was well understood that I was about 10 minute away which would put me at the store after closing time. About five minutes into my trip I was contacted by someone at the store asking me what my estimated time of arrival was and I repeated the same "a little after closing". When I arrived I parked in a togo parking and called the store and it just went to voicemail. I did this several times while waiting an additional ten minutes after which I decided to leave a voicemail explaining everything and asking for a call back. Next day I waited the entire day and never received a call back so I called again eventually and spoke with a server who was there the night of the incident and remembered the order. That person referred me to a manager for whom I gave the details to and that person said that he was busy and could not assist me but said that he would call me back. I regretfully have to report that I never got a phone call back. I would continue to call at different times the following days and either I get put on an indefinite hold or the phone would mysteriously hang up. Keep in mind that all this started back on the 12th of May and today is the 21st of June and I still have no resolve. However I did speak with a manager on May 19, 2021 at or around 7:00 pm named Sertiano or something to that effect but that was a bad experience because he was really defensive, condescending and rude before he threw it all off on another manager named Matt before hanging up on me. At the end of the day I am $37 (see the attachment) poorer, hungary, verbally abused and emotionally negatively impacted by all of this and all I can keep thinking to myself is why even take the order 4 minutes prior to closing in the...

I'm a huge fan of Lupe Torillas... BUT really... the Missouri City/Sienna location was 70% empty. I requested a table for 6... i was told you'll have to WAIT Till at least 3 of the 6 are here. I stated your place is empty, the parking lot was empty... no one was waiting in front of me or behind me. I asked for Manager who repeated the Lupe Toritlla's policy to make customers WAIT when the place is EMPTY. I explained the rest of the party was coming we just left a funeral. The manager went on to explain lupe tortillas policy to make customers wait no matter what. That's crazy!! They really need to study their training program that makes customers wait while the place is empty!

One would think the whole staff would be greeting A CUSTOMER with a smile and thinking "thank goodness we have a customer".

Where has common sense gone? Where is Corporate to review. retrain their staff. Clearly you can't teach...

We are Lupe Fans! Been eating here for years!!! It is unfortunate that I have to leave this poor review...Went to Lupe at Baybrook...Long story short our son ordered a whole plate of food to go. My husband and I dined in. Food was in a ToGo plate..After paying for a 100+ meal ticket including the plate my son ordered we walked out without realizing my son didn't grab his plate. We literally got to the red light and u-turned to come back all while calling the reastraunt where the manager informed us that they threw the Togo plate away. AND is was nothing he or we could do about it....I have called corporate at least 3 times a weak for about 3 weeks now to no availe.. They do not return phone calls and really does not seam to care about the consumer...Our family has decided to not return there to dine..This might not matter to them, but I so believe in...