Pepe's in Derby

Waited over an hour for food, checked again to track and its added a further 30 mins, absolutely rubbish service, never going to order from here again!!

First of all this restaurant is one of the worst pepes iv been to up and down the country! They have terrible customer service. I ordered a burger and some wings tell me why the person who came in 20 min after me got his food before me ? I waited 40 min for a burger Ridiculous! Also when I questioned them the manger came to the front and started waving his hands and me and said to me “you ain’t ordering food for £200 so wait” I don’t know if he wanted to fight me but one of his colleagues was holding him back.This happened today at around 1:30 pm. THEY NEVER PICK UP THE PHONE EITHER! I waiting in the shop and rang the restaurant she looked at the phone and heard it several times but didn’t pick it up. If pepes want to have a look at their cctv you can see the women taking a personal phone call while the shop floor had customers and drivers waiting for their orders . I was on my break and they got me late for work! I wouldn’t recommend this place to anyone as you have to wait soo long for your food and on top the staff are soo slow I could get raw chicken and cook it quicker.

I have hundreds of orders at this Normanton road Pepes so I know this food and this restaurant VERY well. It used to be my favourite place to eat in the whole city of Derby. Unfortunately, I have to pay extra to order on the UberEats or JustEat app - as everyone in Derby knows Normanton Road is a total nightmare for parking, and when you go to get the food yourself you are waiting in there for a very long time. There are a lot of questions I have for this place. The first I’d like to address is delivery charges and overall costs. On both Uber and JustEat it charges customers £4.74 for delivery which is made of £3.75 delivery fee and £0.99 service charges. When you live in Derby city centre like I do just a couple of minutes drive away, this cost is WAY too high for delivery. The total cost for 1 person to eat an £8 chicken and rice box delivered is going to £13+ for someone living 6 minutes drive away from the restaurant. That makes no sense. Secondly, your competitors like Maemae’s Peri Peri are offering a chicken and rice box at buy one get one free for £7.99. The food there is not as good quality but I can get double the quantity at less cost, why would I ever go to Pepes again? Next up is the food quality. Sometimes the chicken is perfectly cooked with a great amount of sauce on the chicken. But then more often recently the chicken has been completely overcooked and been sent to me black and burnt all the way through covered in black soot and charcoal. All you can taste is burnt ash on the chicken and the food tastes like cigarettes. Sometimes they will just send you dry chicken pieces as well with barely any of the flavour sauce you chose at order. I’m not sure what is going on there for quality control but somebody needs to be checking the food is okay before it is packaged and sent out. It never used to be like this, but it’s been happening for about 6 months now. Next it brings me to the overall delivery times. I have ordered food here in non peak times, and busy peak times. No matter what time of day you order, even if you only have 1 item in your basket, the delivery always takes around 1 hour. This is just too long. I have been in the store myself to place an order for 1 plate of food (not even a meal). I was waiting 45 minutes for no real reason, the entire restaurant was empty. It’s not just a 1 time occurrence either, when I order on the app it notifies me that the driver is at the restaurant. I can see my driver standing there for 30 minutes+ just waiting. A lot of delivery drivers I know are starting to refuse to go to this restaurant because of how long they leave them standing there, when they could have been making much more money with multiple other deliveries in that time. Finally, the last issue at this restaurant is the customer service. When you call the phone line provided on their website and also the same phone number they listed for themselves on Google, it ALWAYS and I mean always, go immediately to voicemail. It is impossible to speak to someone here about your order. If there is an issue with your order like missing items, the UberEats app says you need to contact the restaurant, but it’s literally impossible to do here. I then have to go through the app and request a refund, and the app gives you a full refund for your order anyway, costing the restaurant money when they could have just picked up the phone. If they are missing items from the store, they don’t update the apps, for example if something is sold out, they do not update it. They let you order and pay for it and then send something else, leading customers to get refund on the app also and a poor customer experience overall. You would never ever take a customer’s money directly in a store environment for a product that you don’t have in stock, so it’s not acceptable to do it to people that order in a different way. Please make some big improvements to the above Pepes Derby! Please see the comments as a way you can improve. I really WANT to order more as the food is amazing when done right.

Chicken burger and french fries were good. Vegetable burger was burnt and therefore too bitter too eat.

Some of the food was cold. Corn on the cob was burned and there was no side salad. We had been given some fries with some sauce stuff on it

Regular customer. Best food and customer service

Not happy food is always soo late and cold.

Highly recommend. Best shop in derby, me and my family love pepes food.

We ordered a burrito with specific dietary instructions in the notes which got ignored , this could have been a serious matter if it was regards to an allergy? Also the burrito arrived ice cold and I had to reheat it.

I ordered a peri peri rice and it was uncooked and the service wasn’t the best I personally now prefer smash n burger with has the same peri peri rice with is cooked better and they have much better service

Food is good and customer service excellent 👌

Good food excellent customer service

chicken burger still pink in the middle place has gone down hill

Good was slightly cold but I think that was the restaurants fault as it took 10-15 mins to get to location

Very good service and food is amazing

I've has pepe's before which was fantastic (different branch to be specific) but this was not the one... the only reason is for 3 stars was because at least the chicken was cooked. not the biggest with flavour either.

Received my order but my carrot cake was missing

When I order from here it's always lovely enjoy the place

didn't bring my 1.5 liters of pepsi

8 am regular customer. Love pepes food

order was very late and all food was cold, brownie was literally frozen. ordered so many times previously without issue, this time… not impressed

Peri fries were cold due to food being very late.

Manager in back (glasses) didn’t want custom very rude

order delivered. No chicken and rice box ??? Bag was sealed couldn’t have been the driver. Paid £16 for the order. Guy comes on phone extremely rude calling me a liar and that he packed it I’ve asked him to check cameras and he states he can’t. Won’t be ordering again. Uber won’t give me a refund. Absolutely disgusting customer service and extremely unprofessional. It was literally the main bit of the meal otherwise I wouldn’t have even called up about it. Sort your staff out and get your orders right.

I ordered 2 meals at 1pm to arrive at 8pm.. it actually arrived at 9:10pm. I had to call the shop to see what was going on, apparently they were waiting for a driver (I find this hard to believe) Magically, after the call, the food was on its way! When it did eventually arrive, it was stone cold. Obviously been sat out for a very long time.

Last time ordered had enough, chicken was smelly like was sitting in fridge for a week , had stomach problem after few bites have to throw everything in bin

the chicken and rice box with garlic sauce was amazing! excellent service and fast delivery

The food was really cold, not what i expected.I like a half refund for this order.

I think The guy with unwanted attitude within himself must learn how to deal with customers . The orders are packed and ready but on asking showing unwanted attitude and doing delaying despite of not being much rush. I just dont know why he has that unwanted attitude in himself, as if he is someone big or superior

Chicken and rice was delicious. not overly warm so had to reheat and wrong dip sent for one order hence not given 5 stars.

Cold food, as went through the whole town first before getting here, waited for over an hour, not to mention that you pay more money for less food

Worst experiences avoid avoid avoid

always late. ordered 40 minutes in advance

I am regular customer and highly recommend it for chicken lovers

Took a hour to get my food even though it was it was 20 minutes paid for extra chicken got nothing plus asked for mild and it was Lemmon and herb

Very tasty food every time best service

Very good good staff and very good food

Great food fresh and hot many thanks be back

Very good service and very good taste

This was a takeout for visiting family and I ordered from Pepe's. The Food was very nice.

The food was really spicey I asked for hot and it was like extreme not really good my wifey didn’t even eat cause she’s not aloud to eat soocey

I come here atleast once a week with my children. Food is consistently tasty. Service is quick and efficient. No complaints

So rudely staff I hope they be a bit better and respect us the customer thanks ..

Good food with excellent customer service

Best halal food in derby that's why i think its the busiest spot in derby.

Pepes grilled food is very good. Best customer service.

Absolutely disgusting service. Ordered through Uber. The driver waited around the shop for 45 minutes and the food was not ready still apparently. And the. It too another 30 mins for the food to arrive. The food was stone cold soggy chips. Had ordered two different flavours of Xl burger meal non of it was labelled. Disgusting service disgusting food. Pepes have definitely gone downhill. AVOID you can get much better food from other places in derby!!

Missing items, most importantly my child's cheesecake which she then cried about

Apart from a chocolate fudge cake missing the food was brilliant as usual.

They do not answer their phone I had called them 19 times and every time they decline it as I was trying and fix an order and I have to drive there just to tell them absolutely ridiculous.

Dined in got a ricebox for the first time and I WILL be getting it again great customer service too high ranking recommendation

We ordered 2 meals and paid £47 waited for the delivery it changed to delivered but we didn’t receive the order at all. Contacted pepes and they were no help at all didn’t have any details for the driver or any help what so ever. Won’t order again!

food was cold , different drink was sent mayo not recieved . poor service when I rangwont be ordering again . am a regular customer . pepe is gone down hill

The best in the game love a good pepes hats off to the chef the food is always on point and delicious 👍

chips where stone cold and order was wrong

best quesadillas i’ve ever had

Ordered one spicy rice & 1/2 chicken (order No. Takeaway A-47). Was fairly busy and waited 15 minutes. Upon asking was told it would take further 10-15 mins. So told the member of staff that I need to purchase something else from Normanton Road & will be back. After 25 mins when I returned I asked for order No. Takeaway A-47. Member of staff was puzzled and said he has given that meal whereas I told him that I'm the one who ordered it and I haven't got it. Meal was given to someone who was opening the food to eat inside. So he got the food back from them. Then he wouldn't give cans as these meals but said only syrup based drinks are given.. Bad service, Rude staff, staff has no knowledge of the trade. Won't be going back. My only apology here is that I was cross and was rude to this member so my apologies for that.

Very bad experience with pepes i try today i think 20 time to call them for my order thye never answer the call that happens it's not just today all the time thye won't pick up customers call.reason why I'm call for my order because there is not car parking we no want to wait double yellow line to get ticket.that's not right way if you don't want to pick up customers calls close your business forever.

Great service and lovely food !

Normally great fan of Pepe’s but this one? Chicken was giving dry

Got my uber eats and it was stone coke and the chips were so hard that they were inedible. Never again 👍🏼

I had 18 chicken wings...cooked well taste nice but really weak portion sizes...smallest wings I've ever eaten. won't bother again. sorry

Chicken and rice was warm when it came and was fine , burger was freezing cold tho , they could do with extra packaging to keep the heat and it would be fine

poor servise its not mcdoland all time dead busy, its small takeaway firstly they take an hour to make the food and secondly, they got pathatic and uneducated staff , they dont know how to interect with customers shame

Wrong orders! We ordered our usual mild meal chicken burger which was plain with lettuce but they were all hot with red hot sauce! And the wraps also supposed to be mild & lemon herbs but one of them is hot and labelled hot too, which obviously isn’t my order! Often very Poor attention to what is customer’s actual ! And also one of burgers was smaller than the other as usual !! We’re regular customer and we expect the same loyalty we have towards you! We expect more quality! not worse everytim

Wasn't as advertised, overpriced and of poor quality.

Ordered cookie dough ice creame and recived carrot cake instead?

We had an order yesterday,the chips were fresh,ordered today the chips aren’t fresh and no peri peri seasoning

missing items, wrong items and cold

missed items I've still not had a refund for but all in all the food was perfect x

Can I just say, coming from London to now recently moving to Derby this Pepes has been a real let down. Firstly; the chickens either over cooked or under cooked. The rice is mushy. And the pitta’s are dry! The customer service is poor. You’re waiting around an hour for your food. Even when you’ve ordered it over the phone. They do prioritise Uber orders rather than face to face. While I was there, a man had to come from home to complain about his uber order which had been delivered to him. - and it was wrong! On a Saturday night this is the last thing you want to be doing. Best to go to a different pepes, closest one being Nottingham or Burton. Pepes Derby/ you need to fix up. Letting down the Pepes franchise name big time.

i am regular customer to eat plain XL burger. Best food.

It should be ranked as the worst takeaways in Derby. They take more orders than they can handle. That Abu Bakar guy and the girl with him have no idea how to handle the till. If you can't prepare orders, either turn off your delivery apps or pause your services for dine in orders. Waste of time.

horrible, ordered at 6.30 delivered at 8.47. that too cold food.

Sent complete wrong order. Was also freezing cold. Couldn’t get through on the phone just kept going to answer machine. Iv asked just eat for a refund!

Missing items, cold food and all the chips mixed into the kids meal chips with spicy peri salt on them.

Food was so cold very disappointing didn’t end up eating

I ordered so many time but been missing order

The order was delivered on time but the dip was wrong

Chicken steak and garlic sauce is best

chips where cold and so was chicken burger and quesadilla was aswell chilli cheese bites where luke warm at beat really dissappointed wont be returning again .

food arrived cold, missing items, and chaos when collection

order was incorrect due to not being the flavours we asked for, fries were spilt in the bag and all the food was cold. very unhappy.

Absolutely terrible experience today. I waited 49 minutes for a simple order of 1/2 chicken and paneer wraps. Despite repeatedly asking, I was told other orders were ready—even ones placed after mine—but my food wasn’t even on the grill yet! The lack of organization and care from the staff was shocking, and the wait was completely unacceptable. For the prices they charge, you’d expect much better service. I won’t be coming back and wouldn’t recommend this place to anyone until they fix their service issues.

I visited on Saturday at 7:10 PM and unfortunately had a very disappointing experience. After placing my order, I waited for 40 minutes, only to be told that the food hadn’t even made it to the grill yet. The lack of communication and long wait was extremely frustrating. I had hoped for a much smoother dining experience, but this visit fell far below expectations.

We ordered and didn’t revive our order for another 1hour and 40 minutes then to find half our order wasn’t delivered and the food that was delivered was wrong we then went all the way down to the shop just to be told they can’t do anything and to go though just it

Terrible experience at Pepe’s today. The restaurant was incredibly dirty, with tables left uncleared and the floor littered with food scraps. It felt like no one had cleaned up in hours. The atmosphere was chaotic, and the staff seemed completely disinterested in maintaining any level of cleanliness or order. It made the whole dining experience uncomfortable and unpleasant. I definitely won’t be returning unless they seriously improve the hygiene and cleanliness of the place.

Absolutely shambolic! Service staff standing at the back ignoring customers at front taking ages for service. I ordered half chicken meal mango and lime by mistake gave me inferno! The tables were unkempt and rotten place. If I could give below 1 I would. Health and safety need to check this place due to these amateurs I have food poisoning. Will be informing health and safety.

Everytime i order pepes i ask for a chilli dip amd i always seem to get garlic mayo and then the ladt time i orderd i got a dip with load of powder in

Since 3 years i come here at every weekend. It's getting busy more and more and that's why sometime I wait long time in store for my order. Now I have started to order online through Uber eats. Overall my favorite food place in derby.

Food terrible All the food was incorrect Food took long to come Service was very poor when i spoke to them on the phone

FLY FOUND IN FOOD!!!! DISGUSTING CUSTOMER SERVICE BY THE WOMAN ON PHONE I AM ABSOLOUTLY DISGUSTED WITH THIS SERVICE AND WILL NOT BE RECOMMENDING TO ANYONE ELSE. I THINK THE PPL WORKING HERE NEED TO HAVE A BETTER EDUCATION IN THE FOOD INDUSTRY.

I am reviewing the food not the delivery. This is an update. 9 years eating here now, they have inflated the prices waaay too much. It starts to not be worth it anymore. Have been eating at this place for about 6 years. Ofc they made mistakes sometimes with my order like the wrong spice but no biggie as they would just make a new one. The chicken taste is the best i can find anywhere on Normanton Road or City Centre and always fresh, you should know that i tried every single place on Normanton Road and places arround as i am a foody and I always try every place after i move in the neighborhood. The guys there were always friendly with me and never had any arguments. I like going there and chill while waiting for the food then go on my way after i finish eating. I understand the frustration if your order was wrong but chill and ask them to fix it for you and probably they will. That is for my review.

The food was great but it took one hour and 35 minutes to get delivered which I think is way too long for fast food, not exactly fast is it. But on the plus side it was still warm. Don’t think I’ll be ordering from here in a rush again, might do if I’ve got all day to wait.

I had an extremely disappointing experience with Pepes. I placed an order that never arrived, despite waiting well past the expected delivery time.

Wrong sauce pots given (happens every time and it’s really annoying) also I ordered my burger lemon and herb and it came plain and we paid extra for peri salt and there was barely any of the chips at all. It’s been bad the last few times we’ve ordered so won’t be doing it again now

Unprofessional staff and no idea to deal with customers and delivery staff at all

Worst food quality by far. Always understaffed. Food quality compared to other branches so poor yet same price. Never ordering again. Have given many chances

The paper is always stuck to the wrap, burger or whatever sort of bread you get, can't eat it! And all the sauce from the meat dripped all over the paper bag! For the outrageous amount of money paid it's always bad

Great delivery driver in the red car, lovely food