Artcaffé Restaurant United Mall Kisumu

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Google reviews

• SOStephanie O.Google review · 27 Jan 2026

  The ambiance is lovely and the food was amazing. Additionally staff is very friendly and hands on. We had a wholesome experience.

• AGAoko G.Google review · 24 Jan 2026

  We visited Artcaffé Kisumu for breakfast and, unfortunately, the experience was below expectations. The welcome was warm, and our waitress Whitney showed us to our seats promptly. I ordered my usual Classic French Toast with a single vanilla latte, my sister ordered eggs and juice, and our brother ordered the Sombrero. Right from the start, Whitney did not ask my sister how she would like her eggs done, which was already a downside. Our meals (mine and my sister’s) were served, and shortly after, some friends joined us and placed their orders. Their food arrived—but our brother’s meal still hadn’t. When we followed up about 20 minutes later, Whitney informed us that she assumed he had only ordered juice and therefore did not put in his meal order. This was quite disappointing. When the manager came by to check if everything was okay, we explained the situation. He apologized and assured us the meal would be out in five minutes, which it was. So credit where it’s due. However, another issue arose with my French toast, which was not up to the usual Artcaffé standard. When I raised this, the manager insisted that “this is how we make our French toast.” I explained that it was very different from what we are used to at the Nairobi branches and that I expected consistency across all outlets. Instead of listening, he went into a defensive back-and-forth explanation of the basic preparation method. It was only after my sister suggested taking a photo that he abruptly took the plate away and said he would replace it quite aggressively. Unfortunately, the replacement was no different. When I pointed this out, he asked how I wanted it made, to which my response was simply that it should match the standard Artcaffé quality found in other branches. Overall, Artcaffé Kisumu’s performance was below par. There is a clear need for retraining on active listening, customer service, and consistency in food quality. Additionally, the space felt dusty, and some staff grooming and uniform standards, particularly Whitney’s, need attention. This was a big disappointment for my family and me, especially since we are regulars at the Nairobi branches where service is consistently top-notch, particularly Artcaffé Rhapta Road. I truly hope this feedback is taken constructively so the Kisumu branch can improve.

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• EMEddah M.Google review · 23 Jan 2026

  I would like to register my disappointed with the customer service at this particular branch. Twice, not once. I order food takes forever , served meat no toothpicks. 2nd time on January 23rd, a friend and I order drinks, they take ages. As we wait, we ask for a bottle of water, it doesn't come I have to go to the counter 30minutes later, we are served water with glasses held by hands, no tray. My drink, a cosmo cocktail comes, still held by bare hands, no tray again. We want food, 2 waitresses listen then disappear but serve other customers, specifically white people who came waaay after us . We keep lifting our arms, signaling someone to serve. Hours later, a different waitress called Faith comes we share our experience with her, she apologizes, big time and finally we get SERVIETTES!!!! Wait, no food in sight at this point. So I tell my tummy, "there is food at home" Then Faith saves the day by serving a plate of wings. So Artcaffe Kisumu are you overwhelmed/understaffed or what's the matter!!!!!

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• SMSheila M.Google review · 31 Dec 2025

  visited with family on its second day of opening. The restaurant section was packed to capacity but the staff quickly found alternative seating for us. Service was abit slow due to numbers but the staff were extremely friendly, helpful, kind, solution oriented & accommodating. The food was excellent 🙂

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• AMAndrea M.Google review · 28 Dec 2025

  Just recently opened - packed when we visited and thus hard work for the staff. Extremely helpful and friendly staff. Very solution oriented when the order didn't go smoothly. Exciting to see this place grow further.

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