Jerusalem Shawarma Edmonton — Restaurant in Edmonton

upd from 2 Jul; Unfortunately, my latest experience with customer service left me disappointed. I placed an order (around $65) by phone, and upon picking it up, I later discovered that one sandwich was missing. When I called the restaurant to bring this to their attention I wasn’t sure where I was calling as the person answering speaks too fast. I had to repeat myself several times to the staff member on the phone of the situation and my order, which was frustrating. She passed the phone on to someone else whom I thought could be the manager or the owner. The person who came on was abrupt and dismissive, asking "What?" without context or courtesy. I was caught off guard by the tone and lack of professionalism. I then again had to explain the situation, edging on my frustration. When I explained the issue again, I was told to come down and pick up the order. I explained I live 40min away. With silence on the other end, I was asked how I wanted to resolve it — a fair question in some cases, but in this situation, I felt it was more appropriate for the manager or owner to propose a solution, especially given I had already paid, picked up my food, and was simply trying to get what I ordered. The interaction felt more combative than constructive. As I was getting more frustrated with the lack of courtesy and professionalism and not even about the order anymore. I raised my voice to speak clearly and be understood, I was asked why I was yelling. I explained that I have repeated several times the situation and you I’m the one greeted with lack of customer service Customer service goes a long way in creating a loyal customer base. I’m sharing this feedback in hopes that the team takes it constructively and works on improving communication, especially when handling complaints. I still love the food and hope the service and customer interaction can match the quality of the cuisine going forward. They got my money; I didn’t get my return or sandwich. I will not be going back. If I wanted bad service I would go to Tim Hortons or McDonalds.

Food is delish! No doubt. As busy as it was I was impressed with safe food handling. Very busy, high tempo cause everyone wants that sandwich and then some. I def think price is worth it. The host offering food and tea was funny. The area outside is busy....

I have been a returning costumer a few times and whenever Abo Elabd is there, he is very kind and attentive to everyone in line. ⸜(｡˃ ᵕ ˂ )⸝ He walks around and offers everyone samples of tea and baklava (which their baklava is the best I’ve ever tried, it is very moist and sweet, not too dry at all, which I what I really like about their baklava in particular). And the first time I ordered here, the cashier helping me was very patient, when I was wondering if I should order the shish tawook wrap and if it would be good as I am not super duper familiar with the cuisine, she was kind explained what it was to me (in this case I did end up ordering it, it was quite tasty, but I feel if you want an even more flavourful taste the chicken or beef shawarma wrap may be a safer choice perhaps). (˶ᵔ ᵕ ᵔ˶) The most recent and fourth item I have purchased so far is the chicken shawarma salad which is my personal favourite right now as the cabbages and other veggies were good side with the chicken, and I didn’t feel like there was too much bread for me which I personally prefer. The only thing I could say is that the wrap appears to be more “bang for your buck” if you are looking for something slightly cheaper with more meat in it. This specific salad wasn’t on the menu board though, the closest one on the menu board was the shish tawook salad, so if you want something more specific just ask the cashier helping you (as I did) and they seem happy to help! Additionally, there are many staff on shift during various hours of the day and the restaurant always seems to be really busy whenever I am there waiting for my order, but they handle it well in my opinion; as someone who has worked in the costumer service industry before. ≽(•⩊ •マ≼ I also think the busyness adds to the atmosphere of the place, however I have never dined in (as I prefer eating at home typically), and sometimes it is so busy that there may not be too much seating...

Here is the thing. Food is 5/5. Chicken shawarma was delicious but I’d highly recommend the packaged hummus it is honestly a really great price and the taste is really good and smooth. But for service I have to rate this place lower. I ordered for pick up via Uber eats as I was in a rush and wanted the food to be ready for me when I arrived (knowing that food items were overall a bit more expensive through this app I orders on there due to me being in a rush so I was paying the price). I arrived as it said my food was ready on the app. I went to the cash till where the lady asked me what my ordered number was and then she yelled it down the line to the guys preparing food and a few of them repeated the order number then she proceeded to walk down the line where I thought she was going to grab my order or see where it was. So then a guy yelled out for me to come to the other end. So I did. Then I stood there for another 7 or so additional minutes without anyone else further acknowledging me. There was 2 customers at the counter telling 1 of 7 workers what they wanted. I noticed two bags on the counter. I wasn’t sure if my food was done or not so I patiently waited. After about the 7 minutes or so the worker grabbed one of the bags that has been sitting there since I arrived and handed it to me. I would like to add that my order was already paid for so all they had to do was hand me the bag. But no I stood there that additional time that I did not have to spare. And no the bags were not left on the counter for people to be able to grab it. So for lack of organization that I have witnessed I gave this place a 3/5. This is also how it was when they initially opened and I thought they just needed to get their bearings down but it looks like they haven’t. The lady at the cash register seems quite useless. She seemed to be just walking around and not really...