Osmow's Shawarma — Restaurant in Aurora

I rarely leave reviews, but this experience definitely warranted one.

To help the owner and manager identify the staff member involved, I walked into the store around 9:34 PM. A female employee was cleaning the grill. She looked up, saw me enter, but didn’t greet me instead, she just stared at me with a look that made me feel completely unwelcome.

I walked up to the front counter, expecting her to take my order, but she continued cleaning as if I wasn’t there. If there's any doubt, check the cameras. She only stopped when she felt like it and finally decided to acknowledge me.

I asked a simple question: “Does the shawarma poutine come in one size?” She gave me a blank look and immediately began punching in the order without clarifying anything. I asked again calmly, and that’s when her attitude started. She finally told me the sizes, and I said I’d take the regular.

The order didn’t take long, but things went further downhill from there. She placed my chicken shawarma poutine into the wrong-sized bag, held it upright in a way that caused the contents to shift, and some of the fries got stuck to one side.

When I checked my food, it was clear that the portion of fries was noticeably low. It looked like the chicken and sauce were spread out to cover up the fact that I was shorted. I paid $15 for that meal, and for my first time trying Osmow’s shawarma poutine, it was disappointing.

When she handed me the bag, she gave me a look like she knew she had cut corners but hoped I wouldn’t say anything. She’s lucky I wasn’t in the mood to make a scene.

This employee clearly needs proper training in customer service and professional conduct. No customer should be made to feel disrespected or undervalued especially not on their first visit. I'm never coming back to that location again. I'm sorry I didn't take a photo cause that portion for $15 dollars...

I dont like leaving bad reviews but my family and I ordered from here on Christmas Eve, are were so grateful that they were even open. We ordered at approximately 5:15 for pickup at 5:45, when I arrived to pick up the order the employees first looked at me like I was crazy and they hadnt seen my order, and one of the employees was on FaceTime. He then said that he would make my order right then and there, clearly not having bat an eye at the order since it was placed. He then realized it was several meals and told me that they didnt have enough rice to complete the order that was placed a half hour before. This was frustrating because he then told me he couldn't make the rice because they were closing at seven, when it was 5:45, you would think that an hour and 15 minutes would be enough time to make a new batch of rice. I then asked for a refund because he refused to make the rice, which he then told me I would have to do through the website which is understandable. I left the restaurant and but had another family member go in and speak to them and we ended up being told to come back in half an hour. Not sure why this response was not offered to me in the first place. When we finally came back to get the order no apologies were offered to us and they seemed annoyed by the whole situation. I understand that it is christmas eve and workers want to go home to their families, but that is not an excuse to basically shut down the kitchen more than an hour before closing when the order had been placed well before they were closing, and refuse to complete the order as requested that had already been paid for. Thankfully the order was eventually made and we really enjoyed the food, unfortunatley the way workers behaved and expressed attitude throughout this interaction was extremley off putting and it's safe to say we will not...

Came in, clerk was sitting eating her dinner out in the open. I stood at the counter for a bit not knowing exactly where I should order, then I got caught off guard as the eating lady got up eventually and came over and took my order. She seemed half asleep taking the order, it was bizarre.

I remember a colleague of mine a few years back trying this chain at lunch (different location) and reported back very disappointed. I was in a pinch tonight so I figured I would give it a go. Unfortunately I should have continued to vigilantly heed that warning he gave me.

This genre of food is supposed to taste simple, fresh, and bright; and done properly it does. What this was is franchise food. Due to the simplicity I thought this would be hard to get wrong but I was very sorely mistaken. The best description I could give is that it tasted like the popular submarine sandwich chain’s product put into a blender, over sauced and then put into a pita, of which never stood a chance to contain the mess inside.

To sum it up... I don’t have a cat, but if I had a cat, I wouldn’t even feed it to that cat. I tried 3 different wraps off the menu so it’s not like it was just a single bad menu item.

Highlight of the experience is the King Tut bust they had up on the wall. This is what you call a “one and done”. Never again, I can tell you that, and readers heed my warning as unfortunately I didn’t listen to the warning I got, and I have learned...