Osmow's Shawarma — Restaurant in Caledon

Unbelievably poor service

I’m not one to complain when a business is busy especially if there is evidence that they are doing their best, but tonight was something else.

The couple in front of me ordered two items that contained Lamb and Fries. You’ll see why this is relevant later in my story.

I was waiting for my Chicken Shawarma Poutine and a flood of people started coming in and ordering. I patiently waited while 8 customers came, ordered, and walked away with their food.

The couple that was ahead of me was also waiting and they finally cracked and ask what was going on with their order. They were rudely told that there is no lamb and he has to cook it as it’s not ready to go… um ok, not sure how they were supposed to know this, but they were annoyed but said ok and sat down. Would have been good to tell them that when they ordered so they’d know it would be a 30 + min wait.

I then asked after yet another order was handed to someone else, if my order was almost ready as I’d been waiting over 30 min for fries, chicken and sauce. They weren’t out of chicken as nearly every order before mine had chicken. I was told rudely that it’s coming.

They packaged up the order for the couple before me, and then suddenly mine was also ready…

The reason for my foods delay, was they held back my order of fries because no one else after me ordered fries, only the couple before me, and instead of making my fries, and then making the fries for the couple who was waiting for the lamb, my order was pooled with theirs. I’ve worked in the food industry and tonight’s display of laziness and incompetency was appalling. No apologies, no care. Just attitude when it was completely their fault.

On top of this, my fries were not even freshly cooked, so the cook wasn’t even able to time the poor execution of delivery. The least I would expect is a piping hot meal, if I had to wait 35min for a meal that should have only took 10 min max!

We are not going back to this location (Bolton Ontario) Aside from poor service, cold food, and missing hot sauce on top, the portion was cheap compared to...

Been visiting this location for the past 2 or so years which I really haven't had anything negative to say. But as of the past 6 months, and more particularly the past 3 weeks, their wrap portions have become pathetic. The wraps are approximately the size of my hand. I used to eat the food hear and be more than full from the portions. They have increased their price to $7.99 before tax and reduced the portions of food by 25% at least.

Im quite disappointed with the experience I've had hear the past few weeks as they are consistently worse and worse now. If the portions being reduced wasn't the problem, the food is almost 100% of the time, either room temperature or cold.

Really don't know what's happening, I've noticed that I recognize none of the staff in the establishment now, except the same man who has been here since this place opened. (who I assume is the manager/owner of the franchise)

When there are many options for Shawarma in Bolton and there increases in pricing required to float the business. I cant see why this would be the time to change the great staff, the portions of the food, and the overall quality of the food being served.

Really sad to see this place change so much from all the great food they have been serving the community for...

Absolutely disrespectful owners and staff! I ordered 4 meals, one of which I paid extra, for extra meat. When we opened the trays at home, They did not give me the extra meat, but they happily charged me for it! I called to let them know that they did not give me the extra meat in which I was charged for and the owner started raising his voice at me acting like I was lying. I simply wanted to let him know, I did not ask for my money back, nor was it offered to me. His attitude will be the reason why I NEVER go there again. I DO NOT recommend this place to anyone. They are not people friendly and their meat is EXTREMELY DRY! I’ve had WAY better shawarma plates else where! If I could give ZERO stars, I would! So disappointed! They shouldn’t be so rude considering there are other Shawarma places down the street from them! So unprofessional! They need to remember that customers are PAYING THEM FOR SERVICE & PRODUCT! CUSTOMERS ARE ENTITLED TO WHAT THEY PAY FOR! There is NO NEED for an owner to be acting like he is doing anyone a favour, You are getting paid, so humble yourself and service your clients...