Caramel Café & Lounge - Acacia — Restaurant in Kampala

DISRESPECTFUL, RUDE, AND UNPROFESSIONAL – CARAMEL UGANDA IS A JOKE.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I’ve been to all three Caramel Uganda locations — Ntinda, Lubowa, and Acacia — and the service is consistently terrible. The staff are rude, dismissive, and act like they’re doing you a favor by serving you.

Most recently, I spent the entire morning working at the Acacia branch. I paid for breakfast, later ordered a coffee, and continued with my work. After a staff shift change, a new waitress came over, slammed a menu on the table, and told me to “order something” because management said so. No greeting, no courtesy, just attitude.

I had already paid for food and coffee. I was in the middle of an online class. I was planning to order dinner later. But the way I was treated was so disrespectful, I left immediately.

And let’s be honest — this kind of behaviour gets swept under the rug because many Ugandans don’t like to cause a scene or “ruffle feathers.” Businesses like Caramel get away with offering subpar service simply because people don’t speak up. Well, I’m speaking up. Enough is enough.

This is not a one-off — the same behaviour happens at the other branches. Caramel seems to think nice furniture and Instagrammable spaces are enough to cover up for bad service. They’re not.

If you're expecting basic hospitality, don’t go to Caramel. Their staff don’t care, and clearly, neither does management.

Until they fix their customer service, I won’t be returning — and I wouldn’t recommend it to anyone who values being treated with even a...

Caramel, your food is amazing. So taste and delicious. I always order the grilled fish for my either lunch or dinner and I love your Sicilian breakfast.

But all this is messed by the horrible service delivery.

The service delivery is so bad. When you make a call to order, the ladies that normally pick these calls are always super engaged with someone else in the background. As they are talking to in the middle of the order placement they are also talking other people in the background which background is always too noisy. Because of this the orders are always messed up.

Oh and the unprofessional riders the restaurant uses so rude. They always use random riders food reaches when it’s super cold, a delivery made at 9am reaches at 11:30 when it’s even wrong.

When a complaint is logged no body cares.

Meanwhile this is the case for all your locations. Munyonyo( these one I had to sure them when my take out was messed up coz of her taking my order while talking to other people in the background), Acacia mall ( use random riders orders reaches after 2 hrs when it’s super cold) apparently they have one rider and the orders reach when wrong) same applies to Nalya and Lubowa.

For Dine in every...

When the Owners Think They’re Running the United Nations

Came for coffee, stayed for the live theatre of three owners pretending to run the UN.

I sometimes come here to work grab a few coffees, water, spend around 50–60k. I made the mistake of eating here once. Never again.

The food tasted like it was cooked by committee no flavour, no direction, just confusion on a plate.

But the real entertainment isn’t the food, it’s the owners. They stroll around like world presidents in crisis talks, phones glued to their ears, barking silent orders to absolutely no one. Not a smile, not a greeting — just an air of “do you know who I am?” energy. It’s actually impressive how much self-importance can fit into one café.

Meanwhile, a small army of waiters drift around like extras in a slow-motion movie. You’ll wave, nod, maybe even pray for eye contact — still nothing. The only saving grace here is the Ugandan manager, who’s friendly, helpful, and clearly the only person who understands what hospitality means.

Back to Café Casserie for me where the food has flavour, the staff have manners, and no one is auditioning for a UN...