Lupe Tortilla Mexican Restaurant — Restaurant in Sugar Land

Edwin Valdez, Managing Partner is a poor partner!! We went to eat at night but early enough to enjoy dinner. The waitress was friendly and even though she seems new and is learning, she kept coming to our table to see if we needed anything while we waited for our food that was taking much, much longer than usual, even for a busy night. I finally asked her to send the manager to find out why it was taking so long. Some time went by and the waitress told me that he was in his office or in a meeting. After a while, he came to our table and asked if everything was going well for us as if he didn't know that we were having an issue with the food taking as long as it was taking. The only reason we were upset is because I have to wake up at 5:30 AM. I cannot enjoy my full meal that late at night because I have to go to sleep early, and I can't do it right after I've eaten a heavy meal. When I told Edwin, the managing partner what was going on and asked him why it was taking so long, he immediately started to give his little rebuttal to turn things on us as if we were exaggerating. He said that the normal turnaround for food is 20 minutes and that our food only took 22 minutes. He further said, "OK, it took 2 minutes longer. But your food came out fresh, didn't it?" The food took over 45 minutes to get to us and that was because we had to put pressure for it to get to us.

I'm not a review type of person unless it's positive. I've had other bad experiences in other places but the management always handles the situations in a way that makes one feel better. Instead, this guy tries to blame us for complaining and that he was right, not us. For a so called managing partner, I cannot understand how he got there! I hope it's just a name for a manager because that title sounds like he's part owner. I hope I'm wrong!!

Anyway, I just had to vent because he was not a listener. He was very fast to talk and turn things to look like they did everything in a timely manner and it was us who were out of place.

I had to take my food to go because of how late it got to us and because I couldn't stay there any longer based on how he made us feel. As much as I like the food and Lupe Tortilla as a whole, I would not go back to this location just because I don't want anything to do with a place that has a manager/partner who is as arrogant as this guy who instead of listening, defends himself without being right. He could have fixed things with a simple apology like the waitress who received her 20% tip because I wasn't about to take it out on her. This is why I'm writing...

Zero stars if I could. Don’t come here.

I had one of the worst dining experiences at Lupe Tortilla on February 15, 2025, around 4:45 PM. From the moment my mom, my boyfriend, and I walked in, we felt ignored and disrespected.

When we asked the hostess if we could sit in a booth, she rudely replied, “Nope.” Then, moments later, she said a booth was available—but without any apology or acknowledgment of her dismissive attitude. That alone set a bad tone for the visit. I ignored it. Strike one.

Once seated, we sat for 10 to 15 minutes without any acknowledgment from a server. No water, no chips and salsa, not even a simple “someone will be with you soon.” When I tried to get a server’s attention, she just waved at me and shrugged as if she had no idea who was supposed to help us. Strike two.

Frustrated, I asked for a manager. A staff member directed me to the host stand, where I explained the poor service. Instead of addressing the issue, the manager dismissed my concerns, saying he had never received a complaint like this before. So it’s our fault? I told him that, regardless of past experiences, the service today was rude and it happened today. Rather than making a genuine effort to fix the situation, he simply suggested we stay—offering no genuine apology or meaningful solution. Strike three.

We were out. I’m not spending my money at an establishment that doesn’t want to serve us properly. Even if it was free, which wasn’t offered but I wouldn’t want it that way anyway, I wouldn’t trust them to make our food since I had to make a “fuss” about being ignored.

We left feeling unheard, unwelcome, and deeply disappointed. It’s one thing to have a slow service day, I get being in the weeds; I’ve worked in the restaurant industry, but it’s another to completely ignore and dismiss customers like us. If a district manager sees this, I hope they train the store managers and staff on proper guest service. No one should have to beg for basic acknowledgment at a restaurant. It was disgusting the way I felt after leaving. It definitely put a damper on things for the rest of the...

Atmosphere and service was good, but food was a little off. Got chicken tenders for the kids that tasted like someone dumped a whole shaker of salt on them, couldn't understand why the kids didn't like them until I tried one when we got home with their leftovers... in hindsight maybe I should have tasted them after my initial surprise. Ordered the beef and chicken fajitas for two to share, and was happy with the initial appetizer of beans and salsa. Oldest daughter got their spicy shrimp and rice stew which turned out great just more han she could handle on her own. The fajita plate was a little over done, beef still had a decent flavor but you could tell it was a little on the extra well done side. The chicken was just way over cooked and tasted horrible... grill marks were super deep and didn't really pay attention till after my first bite. All I could taste was char... the guac, sour cream, salsa, cheese and beef flavors could not even be tasted... asked about the beef with the person I shared with and was told it was fine, tasted a piece separate and it had a decent flavor and seasoning even if it was slightly more cooked than I'd personally prefer. Notified waiter who told manager. They made it right and recooked the chicken but I wound up just having them package it to go as my appetite was just dead after the taste that flooded my mouth. Usually get good service and good food, and was pleased with how they responded to the mistake, but by then it was kinda too late. Some things just kill your appetite and today unfortunately the mishap on the grill destroyed my appetite. Overall experience was good as everyone else got full and even kids seemed ok despite their oversalted tenders, I mean they didn't say anything and ate decent, if not as well as...