4820 S Cicero Ave, Chicago, IL 60638
Pepe's Mexican Restaurant
Cuisines: Family Style, Mexican, Latin American
Takes Reservations: No
Price Range : Average
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Where do I start with the MOST HORRIBLE customer service/hospitality I have EVER experienced??? If there was an option to give NO STARS I would. I brought my kids and a friend here on a Friday night- restaurant had tables filled but it was not close to being packed. We sat down and I informed the non speaking English waitress that I had coupons (from restaurant.com) and we may have to sit at separate tables. She just shook her head and smiled. She brought us some chips and salsa- we finished that in about 7 minutes and still not have a waitress and no water was brought to the table. Waited some more while looking around for anyone in sight to bring us some water and the only waitress on the floor looked at me and ignored that fact I waved her over to our table. Well after about 15 minutes the same waitress that ignored me came and just took out her writing tab- no “hello, how are you” Nothing! Well I figured out that’s because she also did not speak very good English. I started off with can we have some water and an order of Chile Con Queso- she said ok and walked away before I finished speaking. When she came back with the appetizer and water (7 min later) I informed her of the coupons I told the 1st waitress about, she was like “Oh, you no use those here” and I replied with I just purchased these right before we came here. She said “oh well you can’t use 2.” I said ok well some of the kids are older (14) so they will sit by themselves at a separate table, it’s a $10 gift cert and you have to spend at least $15 so regardless I will be paying out of pocket. Then she came up with the excuse that she can’t just look at my phone for the certificate number, she needs the printout when it clearly states on the phone “no need to print, just show this to your waitress” She got aggravated and walked to the kitchen. I then followed her and asked for the manager- her response was the manager was gone for the day. REALLY? On a Friday night for dinner, there is no manager at the restaurant?!?!?! Then she started to speak Spanish to me- my reply back to her was “I don’t speak Spanish, this is America- I speak English” I then asked who do I speak to regarding my gift certificates and she said she’ll call the manager. Of course I could not understand anything she was saying since she was speaking Spanish on the phone for about 3 minutes, then handed the phone to me. The manager informed me that they don’t take those gift certificates but he’ll take 1 of them, I said well there are 6 of us so we’ll sit at separate tables, like I said when we first came in. He said oh no we don’t take those. Again I told him I just purchased these right before I came in. I have done this before at other Pepe’s locations and never had a problem. I then started to tell him how horrible the customer service is at his restaurant- it took 15 min before a waitress came and we never even received any water. His reply to me was “well, we don’t give water unless you ask for it” OMG~ the first restaurant ever been to where you have to ask for a glass of water! So I asked so what am I suppose to do, he said well you could just leave! I am appalled at how non-customer friendly this entire staff is at this restaurant and let him know. My kids already started eating the appetizer, I told them lets go!!! Then the ignorant waitress tried telling me- oh well here’s your receipt for your chile con queso---hahaha- I literally laughed in her face and told her to call her manager. That is definitely the last time I will ever step foot into that dump!!! Hope it closes down soon!!