Osmow's Shawarma — Restaurant in Hamilton

The worst customer service I have ever received. I understand that mistakes happen, but you should at least accept responsibility and apologize, not show disrespect. I ordered a falafel wrap and falafel on the rocks. Since it was a busy evening, I thought there might be a mistake, so I confirmed while placing the order that it was falafel, and the lady replied, “Yes.”

Later that night, around midnight, when I went to eat the wrap, I realized after taking a bite that it wasn’t falafel—it was some kind of meat. As a pure vegetarian, this hurt my feelings and emotions. It was 3 a.m. at that point, so the next day I called to complain. The lady who answered was so rude that I can't even express it in words.

When I explained the situation, instead of apologizing, she started questioning me, asking why I didn’t call at night and telling me to bring the wrap to the store for a replacement. Seriously? Is anyone going to save a wrap overnight just to show it to you? Even after knowing I am vegetarian, she expected me to preserve meat just to prove the mistake.

So, I attached a picture of the wrap from my dustbin. I told her that I was going to leave a review and email Osmow’s. She replied, “Do whatever you like,” and hung up. When I called back to get her name, she hung up again.

I told her that I didn’t want a refund or food—I just wanted her to acknowledge the mistake...

Highly disappointed. I always rave about this location, my boyfriend has had a couple disappointing times here when mine was good and I've always stuck to my word loving it. I even came in tonight and left a good review before I ordered. Well that soon changed. I ordered a chicken shawarma with extra garlic, little hot, lettuce, onion, and pita croutons. As I'm biting it, I'm at a good 5 bites deep and still no chicken, then I'm almost half way done and realise there's no pita croutons. I ask the guy to re make it and he gives me pita croutons on the side to put on myself (maybe it was miscommunication). I go back to sit down and realise it's way too messy for me to take apart and put on myself so I asked if he could re make my wrap he said yes sorry one second and sent his coworker over who then opens my wrap and says there are croutons which you see at the bottom (about at the quarter Mark from the bottom ...) Then sort of annoyed he says want me to remake it? Like I just asked your coworker to re make it so of course I do but instead I said no whatever I don't want to inconvenience you cause that's how I felt. I just asked if be could wrap it up to go but from it being un wrapped and re wrapped i got home and its falling apart which is now in the garbage and i need to get myself something new for dinner. Highly...

review date: august 27, 2022 purchase date: august 27, 2022

this was my 1st time coming to osmows @ center mall. (OCM)

-store is spacious and well laid out. there is plenty of space for customers to line up to order, and then to eat-in if they choose to. -store was clean, staff were cleaning the floor and tables during slow times when i was in the store. -staff were polite during my visit. -staff were consistently working to get food orders serviced when the store got busy with customers, to keep the line moving.

item purchased: large chicken on the rocks (meaning it's chicken with rice and sauces, topping like pickles and onions are 75 cents extra, each topping) -fair value and size for what you get -all-in with 2 toppings came out to $14.95 -garlic sauce has a lemony taste to it, gives the store a distinct sauce item and taste experience. -good serving of chicken relative to the proportion of rice served. -all ingredients were fresh, properly prepared and good tasting.

one start knocked off for pricing which is a bit higher as you are def paying for the franchise name, compared to mom-and-pop shawarma places.

bottom line: i would return to OCM in the future, if i am in the area, to try out other items. i would recommend OCM to...