Lupe Tortilla's Restaurant

12/22/09

best enchiladas ever!

by truleighblessed at Citysearch

I went to the one near Katy. It's cramped on the inside (it looks like it used to be a house or something) but the food is great! The enchiladas have some sort of lime green sauce and are delicious. I NEVER eat everything on my plate and I cleaned my plate. The salsa was kinda spicy for my liking but I cannot wait to go back!

• Cons: parking, cramped inside

09/30/09

best salsa in town!

by luli_brooks at Citysearch

I'm a regular, and they have never disappointed. Their salsa is seriously excellent and I haven't found better anywhere in Houston. Good crispy thin chips, and FANTASTIC chicken fajitas with yummy caramelized onions and perfect hot, thin flour tortillas.

Also worth trying: any of the enchiladas and the (very strong) strawberry margarita.

You WILL have to circle for parking at this location and wait up to half an hour near a playground with shrieking kids. Then again, if you are a parent, there is a playground you can send your shrieking kid to while you have a strawberry margarita, so it probably depends on your point of view. So far, have always found the food to be worth the wait.

• Pros: great food and drinks
• Cons: loud, long waits

04/21/09

Poor customer service

by misscritic2u at Citysearch

I've never been the one to write about my horrible experiences at restaurants, but last night's experience was just enough to throw me over the edge and jump on the bandwagon.

I love Lupe Tortillas, I think their food is amazing. But I went to this location for the first time for a birthday dinner. Besides the waiter taking an incredibly LONG time serving us water and then disappearing throughout the night (we didn't even know his name), our experience at Lupe was ruined by an uninvited pest. Yeah, who cares right? It's just a pest, but the way we were treated by the staff AND manager was by far the worst customer experience I've ever experienced. The first encounter of the pest was when it grazed my friend's shoulder and then she saw it on the chair. We tried to destroy it but it was no where to be found. We let that go, but it made quite a scene that staff should have checked to see what was wrong.

2nd encounter was when we saw the pest on the other side of the wall, which resulted in making a bigger scene and screams, knocking over glasses, causing quite a stir. During this time, staff just walked by and didn't bother to even ask to see what was wrong. We then asked for a manager after waving down a waiter.

What was worse was when the manager finally approached us, he treated us with no respect and no sincere apology. Instead he gave us poor excuses of how they can't control pests coming in and out because the doors are open at lupe tortilla during business hours. He then asked us, after seeing that we were all standing and unsatisfied with our dining experience, if he wanted us to go under the tables and find the pest. But the thing is that the way and attitude he offered that suggestion, seemed purely out of sarcasm. He moved on with an insincere apology. He didn't even offer to move us to another table. I was determined to fill out the comment card explaining the horrible dining experience we have had at Lupe Tortilla and the way we were treated.

After we sat back down, with NO appetite left whatsoever, and conversed casually for a while, the pest came back and landed on my other friend's shoulder. This was when I drew the line and called for the manager again. After complaining of asking the manager, how they expect us to pay for our meals after this type of experience, especially when the restaurant is violating health codes, he came up with even more excuses of how he cant do anything because we already finished our meals, he can't do anything about the pests coming in and out, how the exterminator comes weekly, if we expect him to stand at the doors and guard the restaurant from pests, that he had asked before during the 2nd encounter if we needed him to destroy the pest (which was poorly handled), that the waiters are trained to escalate these issues to the manager and in this case, he was not informed about the situation, the whole 9 yards.

Our goal was not to get a free meal, but honestly to get a sincere apology from the restaurant that promises great customer service. The manager treated us with disrespect and I believe he treated us as if we were college students. Clearly we were all working professionals, OUT of college. And even in that case, he should have still treated us with the utmost dignity and respect. Towards the end, he then offered to take care of the bill. Even though we got a free meal, he still kept giving us excuses and not owning the situation. I don't think he realized what we were trying to express. Concerns of health violation, poor treatment of the customers, and lack of respect.

Lupe Tortilla, we will never go to that restaurant again. Poor customer service and attentiveness to our party from the staff/waiter, and disrespectful and rude manager.

• Pros: good tortillas and fajitas
• Cons: Rude manager, unattentive staff, health violation