The Shawarma House — Restaurant in Hamilton

I placed at order today for 7 people. I placed the order at 4:00 for a 6:30 pick up. I arrived at the store for 6:30. I gave them the name for the order and they didn’t have any of it ready but knew about the order. I sat there for 40 minutes waiting for them to prepare the food and had to remind them multiple times about items that should be in each order. After my 40 minute wait there was no apology. The place was not clean and staff were not professional. I got back home and opened the boxes. Half didn’t have any lettuce for the salads. My chicken shawarma salad had no chicken. The wraps were a mess and falling apart and the wrap was stale. I won’t be dining here again after this experience. Very disappointing.

I called on Saturday and asked to speak to a manager. The manager was not in, Amy who took the order on Friday did apologize for everything and said to please come in we would get a full refund. We went in to get the refund and she told us she couldn’t give it to us since we paid visa. She could only refund cash. We would have to come in when the manager is in. We were told to come in the next day and the manager would be there. We went in and the manager was not there but the manger told another staff member we wouldn’t be getting a refund. It would be 2 replacement meals. 1 chicken salad since one salad had no chicken and 1 pita. We told the employee that wasn’t what we were told and we didn’t want the food. The restaurant is not clean and we should have walked out on Friday but by the time we got the meal and home it was after 7:30 pm. No one finished their meal as it was not very appetizing. The manager has yet to call or take a call from me or apologize. They have just lost 7 customers. We will not be dining here again. Poor management skills and a poorly...

I have a mixed review about this place. If you look timing wise at the review right before mine, I have the same complaint - and looks like it was the same day.

My wrap fell apart completely. It wasn't like it was just a little bit - the wrap had no structure at all, which shouldnt really be an issue considering its a wrap. Also it was barely heated up on the grill. Something i'm more okay with overall, but should be noted.

The good - yes the food is really tasty, and the toppings were fresh. Service was just ok.

I really want this place to do well, but I cannot recommend it if the wraps fall apart like they do. I was lucky I was at home, but I've had many shawarma in the car or at my office desk, and if this had happened there it would have been a lot worse.

Seems like its happened to others, so really hoping this place takes the appropriate steps to fix this going forward, or they are going to have a lot...

I've ordered door dash pickup from here 3 times. Each time my chicken and rice was cold (not lukewarm - cold) no matter what time I sheduled the pickup.

I tried to order from the counter once, there was no one else in the store except the gentleman that was working. I stood there awkwardly for well over 5 minutes and he didnt even turn around to say hi or acknowledge my presence at all so I walked out.

Even though my food was cold in the past, it still tasted pretty good, so i thought id give them the benefit of the doubt. However, when I ordered for lunch today (just 15 minutes before I picked it up) my chicken was not only cold, but it was bland and undercooked. I didnt want to risk getting sick so I threw it in the garbage. What a waste. I will not be coming back again. Its too bad because I really wanted to...