Lupe Tortilla Mexican Restaurant — Restaurant in Houston

I want to take down this restaurant review from 5 Stars to 1 start based on the last 2 experiences we had at this place in the last coupe of months.

I have been coming to this location for about 10+ years now, probably more, always had a wonderful time with my family. I also ordered a few take outs to support them during covid.....and the quality has gone down the drain....superbad now......we are vegetarians...they've just taken us out of the menu completely and make us go to the online menu with a QR code....which I have no issues doing, but then here's the deal.....I dont know if they got bought out and its new management...everything from the waitstaff to the food to the manager was horrible.

We ordered veggie fajitas, 1/2 the vegetables were missing, the food was barely chopped and thrown on the grill for maybe a minute or 2, All veggies were uncooked....let aside the grill flavor or the smell or the oil on the skillet the food was on....it had only bellpeppers 2 types and Mushrooms 2 slices and 1 poblano.....few strings of onions....not the size of a meal, i'd probably eat that for breakfast, the zucchini, carrots were gone....altogether, moreover the entire staff was so argumentative, When I called the waitress to show that the food wasn't even cooked at all, the waitress adamantly without even listening or asking what I wanted to get it redone or get something else...., just picked it up and walked away.....the manager came rushing in 3 minutes with an attitude, asking me you just sent the food back, what seems to be the issue but upon looking me in the eye...and me telling her it was entirely uncooked, leave aside grilled.....and my expressions, she had her foot in her mouth apologized.....and then said ok yeah I looked at it, well if you looked at it why did you not offer to correct it...??? Now she was in a hurry because they wanted to close the kitchen..... ok, then I ordered something else and something else....then she comes back in 15 minutes and says the online menu isnt good, can I show it to her on the physical menu....and I said there's no vegetarian stuff on this menu and here's the QR code the menu gives for vegetarian...so I ordered the Poblano and Mushroom Quesadilla easy on the cheese well done, and wife ordered Spinach and Artichoke enchiladas......it arrived in 45 minutes......like they just wanted us gone from there...I am glad they served us food, but the Food here sucks now.....my Quesadilla had a LOT of CHEESE not EASY CHEESE, the Mushrooms were still a little uncooked and the food wasnt well cooked at all......the taste on the Spinach and Artichoke enchiladas was also not to the par.....I did give the waiter a 15% TIP but when he asked if everything was good and are we taken care of, I told him I am not coming here again.....upon which his attitude was like oh, I am sorry you feel this way, Have a...

Went for lunch today at Southwest/Kirby location. Our server Gerardo took our order for chicken fajitas. When we received our order it was beef and chicken fajitas. I told our server that my order was incorrect and I had already touched with my fingers. He said no worries I will bring your correct order. He took my plate and went around the corner. He gave my plate to someone else after the fact that I touched it. He then brings my correct order and spells the melted cheese on my grilled onions. Then he asks me for my napkin with my silverware. He said I will bring you back a napkin with silverware. He wipes off the cheese on the plate and gives me my plate with the cheese on my onions. I then tell him excuse me but this is unacceptable and I don’t want this. He says fine and goes back with my plate. He brings back my plate within 2-3 mins with it being supper hot. The plate was the same one with onion and cheese. Which they had tried to warm up and think I would not see the melted cheese. I tell him sir this is the same plate. He grabs my plate and says he is the waiter and it was the cooks fault. I tell him no sir, it was your fault because he spelt the cheese. He grabs my plate again with attitude. Then says he needs a manager. He took my plate back with cooks and runs to the manger on duty “Stacy” and tells her the issue. She then comes to our table and introduces herself as manger “Stacy”. She ask what the problem is and I proceeded to tell her what he did with the first plate(gave it t another customer). Then I tell her how the other plates come out and how he acted. She agreed and said that was unacceptable as well. She said she would speak with him and the cook. Never did Stacy seem apologetic or even seem like she was trying to fix the situation. Forth, plate was brought out correctly and I ate it. Got our ticket, payed it and still left a tip. We come here regularly and have never had such a horrible experience. I called Lupe to see if they could help me with locating a guest ticket number on the receipt so I could leave a guest comment. They had me on hold and came back and said they don’t know where that could be. I said that’s fine I will call the 1-888 number and let them know my experience. Not sure if we will ever go back to Lupe Tortilla on Kirby and Southwest Freeway again. Please beware that they might give your plate to someone else or you might be getting someone else’s order that they...

One star, only because zero is not an option…Only the owner can resolve this issue.

2001 was my first time to Houston. A local introduced me to Lupes. I was hooked. I visited Houston regularly on business from 2001 to 2015. Every time I came back, I went to Lupes with friends and colleagues and was always pleasantly surprised how great the food was. Then in 2015, I moved to Houston with my husband. We moved less than a mile from Lupe’s on 59 and Kirby. We visited weekly on Friday nights before kids and pretty regularly post kids. When the pandemic hit, we wanted to support our favorite local businesses so 1) we ordered every single week food and margaritas to prop up revenues and 2) told all of our neighbors about Lupe’s. It got to a point where in the height of the pandemic, week after week the wonderful Lupe’s employee would show up at our front door and joke that they delivered to our neighbors an hour earlier (thanks to us introducing them to Lupes). Following the COVID restrictions, we resumed visiting the restaurant regularly ~2-3 times per month with our kids. It was the positive experience I have known for two decades- amazing food and good experience…Until tonight.

We arrived with our kids, the crowds were normal for Lupe’s. We waited for 20 minutes and were seated at a table. We order 2 drinks and dinner. One hour later we ordered 2 more drinks and inquired where our dinner was that we ordered one hour earlier. There was no answer. We asked to speak to a Manager. The Manager had no answer. We told him we were leaving. Instead of apologizing and exploring what he could do to make it right, the Manager became confrontational. Shortly after walking out the front door, the Manager chased us - and instead of apologizing for it taking over an hour to deliver food, he threatened us to pay for our 4 margaritas OR he would call the cops. When we reminded him that we ordered our dinner 1 hour earlier and never received it, he called the cops.

We will not visit Lupe’s again unless the owner personally apologizes and we will tell all of our friends about this ridiculous experience. Never have I been treated so poorly...