Osmow's Shawarma — Restaurant in East Gwillimbury

A few weeks ago we ordered from Osmow's for the first time. We had a couple of issue with the order. First off they ran out of our original selection so we had to alter our order to choose a different wrap, which was fine, we understood. Secondly, we ordered and paid for 2 combos but only got 1 combo delivered. We weren't sure if the issue was the store or the ordering service we used (we should have known better since the store clearly is the one putting the food into the bag for pick up!) so we gave it the benefit of the doubt and tried again since the meal was very good. The second time we ordered it was good, no huge issues. The third time we ordered there was yet again another problem! We ordered and paid for two wraps and only received one. We also ordered Baba Ginish which was sold out (similar to the first time!) so they gave us Hummus. We got a fraction of the amount of Hummus compared to when we ordered it the last time, looks like they were scrounging the bottom of the barrel and only one wrap for dipping was included as opposed to the two that is written on the menu and that we got last time we ordered. This ruined our family meal yet again because now we obviously couldn't all eat and I was left still having to make food so the whole family could eat (which meant the food was cold). I do not like that every time I order from here the menu is either sold out, inconsistent or incorrect. At first I wasn't sure if it was the delivery service or the store but clearly Osmows is the issue when they are the ones putting our order together for pick up. Very disappointment. I've given the store the benefit of the doubt more then once, I am moving on and I recommend you do as well if you are planning on getting the meal you ordered...

For National Shawarma Day, we placed an order through the Osmow’s app 45 minutes in advance. When we arrived at the scheduled time, our order wasn’t ready. We patiently waited with at least 30 other customers, most of whom we learned had already been waiting over 1.5 hours.

After waiting another 20 minutes past the pickup time, we spoke with the owner, who checked and claimed our order had never been received - even though the app showed it as prepared and completed, and our card had already been charged.

We asked if he could honour our order and slot it in based on when it was originally placed. He refused, saying we’d have to go to the very back of the order queue (which was already nearly 2 hours long). He offered no apology and took no responsibility for the issue.

We then tried to cancel through the app - there was no option to cancel. The owner said he “didn’t know anything about the app,” and when asked to help us cancel or refund the payment, he flat-out refused. He told us to “call head office” instead but claimed he had no phone number for them. When we asked how we could prove to head office that we never received the food when the app claimed otherwise, he shrugged. When we asked for his name so we could note who we spoke with, he refused to provide it.

Afterward, we discovered that no phone number for Osmow’s head office exists online.

This level of indifference and lack of accountability is completely unacceptable, especially from the owner himself. Customers should never be charged for food they don’t receive, then left with no recourse, no apology, and no way to contact head office.

A franchise that hides behind a broken app, unreachable “head office,” and unaccountable ownership shouldn’t be promoting National...

I ordered two shwarma's for my daughter and me on Oct 15th to be ready at 6:30pm. After waiting 20min past the order time and seeing that the order was not being called out, I spoke with the store manager. The store manager refused to provide his name and claimed that the online issues have nothing to do with him.

I asked if he could at least check for my name and order number. He hesitantly agreed. After a minute of checking, he said, we don't have your order and we don't have your name. I asked him how I can cancel the online order and order directly. He said "I don't know anything about that".

My daughter and I wasted at least an hour of our time and found this experience to be very unpleasant. I also found the store manager to be surprisingly incompetant and unhelpful.

After checking Google reviews, I see that other patrons had a similar experience. After completing their web-form, they don’t follow up. To be honest, given their horrible customer experience, I’m not surprised.

October 27th update:

These thieves have zero integrity. In spite of everything that has happend, they attempted to bill my credit card for the food that they did not provide. Taking money for something that you did not provide is called THEFT.

I would definitely NOT trust these theives with my...