Lupe Tortilla Mexican Restaurant — Restaurant in Round Rock

Absolutely TERRIBLE experience here. Walked in with a party of 3 and was told it would be a 20 minute wait…. Ended up being a 45 minute wait. But we actually didn’t complain about that, although we should have. Or just left. There were three hostesses doing the job of one. And when we extremely politely asked ONE time where our place was in line we were essentially punished for asking. Cold, dry responses. When we were FINALLY sat, our hostess plopped the menus down with an attitude, only gave us two menus, and when we said “Thank you!” she ignored us and walked away… with the third menu…. Things were seemingly fine until we had put our order in with our waitress. After about 30 minutes, she hadn’t refilled a single drink, nor refilled the chip basket. But she did say “your food will be right out!” 20 minutes later, she said “your food will be right out!” Again. About 15 minutes later, she brought 2 out of 3 of our orders to the table… she explicitly told the 3rd person “I didn’t bring your food because I ran out of room on my tray. I’ll be right back.” She proceeded to disappear for I kid you not, 10 more minutes. She came back out and said “it’ll be just a minute!”. 10 MORE minutes later she came back and at that point the 3rd person at our table decided that they would just share the food of the other 2 of us… we had to half our meals with her so she would have something to eat. When the waitress came back to the table, we informed her that she could cancel that order, and take it off the check. The waitress’s combative response was literally “well, the food you ordered is the thing on the menu that takes the longest to cook.” We responded that’s fine, but we’re not accepting nor paying for it. At that point we asked for our first drink refill. Waitress left. Manager came over to remedy the situation, we politely explained it and she apologized. No drink refill ever came. We finished our food and literally had to FLAG down the waitress for a drink refill… had to hold the cup in the air to her and asked for the check. We also asked for two to-go boxes. She disappeared with the cup for another. 10. minutes. But brought out other tables’ drinks and food. We had to stand up at our table to get any sort of attention. Waitress came out with the check and to-go boxes, no drink, and said “sorry, my manager had to approve the check and taking your meal off of it” again, combative. In sum, we showed up at 11:30 am and couldn’t leave until almost 2 pm. We wanted to just leave without paying, so many times but morally couldn’t. I am the most patient, respectful person to people in the food service industry. But this experience deserves one star. The first one I’ve ever given. If I could give zero...

We were really excited to eat here, the place was packed on a Tuesday night, which is usually a good sign. We only had to wait ten minutes which was amazing for it being packed. The salsa was horrible, the bean dip was fine, the queso was great. I ordered a margarita with no dressing. It had left over Tajin from the last person who drank from it and the stem made my fingers sticky. The server handed me and my partner our straws then flicked my friends down at her. The server also gave her attitude and rolled his eyes when she asked what sweetners they had for her tea. We had the drinks and queso and put in our orders for entrees. We then decided to leave as I had sent back my margarita because the glass was dirty after I had taken 1 sip from it. We told the server we didn't want our food and we wanted to leave. (We had just put in our orders and hadn't received the food yet) The server asked us if we wanted the food Togo. We said no and to cancel the food. (Thinking there wouldn't be a problem as we had just put the order in.) The server came back with the check and wanted us to pay for the entire meal! FOOD WE HADNT EATEN. So we were forced to get the food Togo! Or waste 125 for 3 people! I ended up in TEARS because I used to be a server and try my best to be kind and polite but ended up stressed over this experience. My partner waited for the food while my friend and I went to the truck and he ended up waiting for another 45 MINUTES. Which tells me that the food hadn't even started to be cooked yet and there was no reason they couldn't have just canceled our order! I am beyond frustrated and I really hope that the Togo food is at least work the wait, disappointment and price. This experience was INCREDIBLY disappointing.

UPDATE: The food was okay. But they definitely just poured the margirita from the dirty glass into the Togo cup as there was Tajin in the...

To start this off- My family and I have been lovers of Lupe’s for YEARS. The food is incredible and although service can often be slow, we haven’t had any major problems until tonight.

To preface, I have worked in food service for almost a decade, so I understand staffing issues around holidays and always give plenty of grace. However, my experience tonight has left me with a very bad taste in my mouth.

I had ordered online and arrived to pick up my food at the scheduled time. When I arrived, the dining room was not overly full and I saw many servers standing around. The line for pickup orders was incredibly long, but once again not a problem. That is, until over 40 minutes had passed and not much had happened. The line was not advancing, the manager or whoever was coming out of the kitchen was dealing with one person at a time, and multiple Door Dashers in front and behind me cancelled their pickups due to the wait. An hour after my food was supposed to be ready, I decided I was better off just cancelling my order and getting refunded. This would have been a non issue, once again, if it weren’t for the manager’s attitude towards this. I was not the only one asking for a refund instead of my food and the Manager who “helped” us was incredibly rude. Sighing, rolling his eyes, and disappearing into the back for minutes at a time when people asking for refunds requested a receipt for the transaction. I’m sorry, but nobody in their right mind would get a refund and leave without a receipt or documentation to confirm that. This manager’s overall attitude was so incredibly rude and not at all okay. We will not be coming back to this location, the Cedar Park location operates much smoother.

I hate to leave bad reviews, but as i’ve said, after a decade in this industry I have never experienced...