Urban Gourmet Burger Westgate2nd Floor, Westlands - Westgate Mall, Nairobi
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It saddens me to have to write this but l had quite an awful experience today considering my family and l normally go to urban gourmet westlands every Saturday as we all enjoy our burgers especially the Texas burger,my husband and son are addicted to your apple crumble pie and l on the other hand love the strawberry mojito and last Saturday but one when they ran out of strawberry one of the waiters was kind enough to recommend the gin and juice but to my knowledge they use apple juice which l don’t like so he suggested cranberry juice and l loved it Today being our norm we came to the restaurant our waiter was really good he politely and respectfully asked for our order which we gave and l ordered for the gin and juice but told him if it was possible to have it with cranberry as l don’t take Apple juice. A few minutes later he comes back and says it’s impossible and l ask why as it was what l had the previous Saturday he seemed nervous and so l asked if l could talk to the supervisor and he called him My husband and l just wanted to know why it was impossible and we had no problem getting charged extra but the supervisor by the name of tony was so rude l was shocked he never told us the reason but kept saying he was the one incharge and all cocktails are prepared in just one way so l tried to tell him the last time they added cranberry instead of apple juice to top it up but he insisted that he had a final say My husband was so upset as we have never received such a treatment before we asked if the manager was available he rudely said that he was left in charge So we asked for the head office number to write a complaint or if they had a suggestion box he refused to answer any of the questions This was by far the worst experience we have ever had considering the staff are always so friendly and helpful so to have to receive such a hostile experience from a Supervisor who is supposed to set an example and resolve complaints in a professional way was unacceptable
End up visiting on Mondays when they have the 2 for 990 offer - definitely worth it. I really liked their falafel burger and onion rings! Not too many options for vegetarians though.
A mellow experience. Enjoyed the food. Cool place to chill with my mates
I ordered a cheese burger and it was well done. The fries went well with the dish but the vegetables were quite ruffly cut. The ambience was good and the television wasn't loud allowing customers to enjoy their meals in peace. The waiters we also very polite and friendly. Overall, it was a good experience.
The burgers are just awesome and value for the money, ambience is perfect, service, perfect. Whenever I think burgers urban gourmet is the place that comes to mind.