Osmow's Shawarma — Restaurant in Cobourg

How can it be good one time and then so terrible another time? I ordered on Sunday and have to edit my review to reflect the reality I faced with the pure incompetence of the staff and lack of basic customer service and communication skills. My food was not cooked through properly and they missed items in the order, plus the hygienic standards of this crew was abysmal. It was like this previously, then it was much much better and now it's even worse than it was to begin with. I have been to many Osmows across the province and this is the most unpredictable and arguably the very worst. The owner will say "Cobourg people have a problem with Osmows" as if it's some sort of ideological thing when in fact we've had another shawarma place for over 10 years, no principal issues and a wide variety of other dynamic places to eat. So to me this excuse from the owner is not valid. Simply put the owner just has a habit of hiring the worst people which ruin his restaurant for him. I've never met the owner, just read posts he's written. It would make sense to rather than blame the customer maybe look at your staff which are 99% of the entire problem facing this location? It also doesn't help that the staff leave reviews for themselves to try and disguise...

Honestly not a great experience ordering online. I placed my order and made my way to the restaurant 15 minutes later. By the time I got there the app said my order was ready for pickup. I waited with the rest of the folks waiting as to not be rude and everyone was served and left. Being the last one waiting, I politely asked if my order was in fact ready and I was informed my order hadn’t been started yet. Coming from work on my break, my time was limited - hence why I ordered online. I waited over 20 minutes after asking if my order was ready for them to finally complete it. Customers who came in and ordered in-store after I arrived were served promptly and got their food long before I did. Why offer a service claiming “convenience” when this was anything but convenient. The staff were ignorant and blatantly ignored food safety regulations. I will think twice about returning - my visit was very...

[edit: having now been to other Osmow’s locations, this location is an outlier worse. The hot sauce levels at other places make more sense. The rice is cooked better and less dried out. They provide more of the garlic sauce. And their service is faster. So it’s not the chain’s fault, it’s this locations fault.]

Great option to have in town. Food is usually very good, I’ve been coming back again and again, it’s a hit with the family.

Their spice levels are completely ridiculous, though. I usually order the spiciest options I can get at most restaurants, but their “little” spice option was already pushing it for me. It feels like there must be a mistake, like they’re supposed to be using different sauce’s for the lower ends but they’re instead just giving you a small amount of some incredibly hot sauce. It’s...