DRIP BURGERS KILIMANI — Restaurant in Nairobi

I recently had my fourth and final experience at Drip Burgers, and unfortunately, it was nothing short of a disappointment. This establishment has become a consistent letdown, and I feel compelled to share my experience in detail to warn potential customers about what they might face.

First, there's the issue of their staff turnover. Every time I visit, there seems to be a completely different team working, and it’s beginning to make sense why. While I previously brushed this off as a normal occurrence, my latest visit made it impossible to ignore. It’s clear that the lack of consistent and trained staff is severely affecting their service quality.

When I placed my order this time, the service was terrible. The staff member who took my order seemed clueless and struggled to understand the items I was requesting. I ordered an "All In Burger" along with a "Chicken Burger." It took an extended back-and-forth conversation just to get my order across, but that should have been the least of my worries.

Despite the lengthy exchange, they still managed to mess up my order. Instead of getting the two different burgers I requested, I received two chicken burgers. Now, mistakes happen, and I get that, but it’s how they handled it afterward that was truly unacceptable. I called the restaurant immediately to address the issue, expecting a quick resolution, but they didn't even bother to respond initially. After several attempts—five calls to be exact—they finally picked up. The lady I spoke to gave me a vague assurance that they would “see what they can do” and promised to follow up. However, they never called back, and when I tried contacting them again, they went back to ignoring my calls entirely. This is simply unacceptable for any business, let alone one that claims to prioritize customer satisfaction.

In the end, I was left with two chicken burgers, neither of which I wanted. To add insult to injury, the chicken burger was subpar at best—dry, flavorless, and absolutely not worth the money I spent. I feel like I wasted my hard-earned cash on an inferior product and terrible service.

This experience was the final straw for me. I will never return to Drip Burgers, and I strongly urge others to think twice before going there. If they can’t get basic customer service and order accuracy right, I don’t see how they can deliver a quality...

It was our first time, and I must say—the burger was delicious, hands down. I had heard about the Kilimani branch, and in hindsight, I wish I hadn’t gone there

First, they didn’t have loaded fries, citing a lack of ingredients. They also had no fresh juices. Not sure, if it’s the norm in this branch to lack ingredients. Secondly, the customer service was disappointing, with all the ladies just hovering at the entrance. Thirdly, there was no running water—so you have to wash your hands using a large jug. Instead of helping, the staff stayed at the door watching people struggle with the heavy jug, and to make it worse, the water looked dirty. Fourthly, the parking situation is a nightmare. I wouldn’t dare visit on a busy day.

If a location struggles with critical basics like parking and water (especially for a restaurant), it might be time to reconsider...

My experience here was absolutely mediocre and truly a big disappointment from the food, environment and the staff. And even after we expressed our concerns on the less than average food we received, they made us wait an extra 25 minutes where they told us not to pay the bill and wait only for them to come back DEMANDING full payment. No service recovery and not even the slightest concern or apology for the diabolical service. I do not recommend this...