Ace Shawarma & Burgers — Restaurant in Kitchener

This business really values its customers!

We have been regular customers at this place for just over two years now, since we moved to Kitchener. My husband and I have always loved the shawarma poutine, and that is our usual order as well - the taste is great, and portions are reasonable as well (although prices have been on the rise due to inflation, etc.). Despite us regularly ordering here, I’ve been too lazy to leave a review until a particular incident has compelled me to.

Last week, we placed an order through our Touchbistro account on the Ace Shawarma website. There was an option to schedule the order for a later time, so I did that, but when my husband went to pick it up at the scheduled time, the employees said they hadn’t even received the order (even though I had already paid online). Long story short, they said we will have to call Touchbistro ourselves to get a refund for this, and if we still want the items we ordered, we will have to place another order and pay again. This back and forth took some time, and my husband was fasting with the time to break his fast almost having arrived. Somehow they saw our order and apologized that they had accidentally deleted it, and said that they can have it ready in 10-12 mins. My husband came back 15 mins later, and they were still finishing up the order. Obviously he wasn’t too happy that he had had to wait the extra time and miss the chance to break his fast with his family, but when he brought the food home, we realized the quality was not up to par with their usual standards, and this upset us even more along with the long wait time and the staff’s initial refusal to cooperate. We wanted a refund, but would have to go through Touchbistro for that, so I contacted them the next day, and they said they will verify the incident with the business.

Almost immediately, I received a call from the business owner asking about what happened, apologizing for the incident, and promising to make it up to us. Not only did they replace our order, but they went above and beyond and included some complimentary items in our replacement order as well. The offer to replace our order already showed us that this business really values all of its customers and that they take customer issues seriously; however, going above and beyond further shows their dedication to customer service. Although it was a small gesture, it went a long way, as it made someone as lazy as me leave a review here! Keep up...

Super disappointed!

I was very excited to try this place on Sunday for dinner but was very disappointed when I was coming out after picking my order.

They charged $4.83 for 1 bottle of Barbican which anywhere in the market is $2. I literally confirmed 5 times with the staff if they are sure and could not turn back coz I had already paid by that time.

I am never going here again, I understand that they are in the business of making money.

The food was good. I ordered the Chicken Tikka meal and really liked it.

Food - 4/5 - the quality of the chicken was really good. I really liked their fries and hot sauce. However, their garlic sauce was not that good. I was told that tikka would be spicy but it wasn't that for me. Everyone has different levels of spiciness.

Service - the person taking the order was really good. He spoke clearly and was very patient with me.

Parking - the closest parking is on Ontario Street. These are street parking spots but if those are full you can try the North of Duke Street.

Ambiance - the place was cleaner than I expected based on the other reviews. They also have a washroom which has a board saying it is out of service but if you ask they let you use it. The washroom was very clean.

Handicapped accessibility - they have handicapped accessible entrance. However, since there is only street parking, there are no handicapped accessible parking spots. The washroom is also not handicapped accessible.

Price - I feel that they are overcharging by a huge margin. I had first asked for a can of pop but when I saw they had Barbican, I asked if I could swap. The person said I had to pay extra, I agreed. But only after paying I realized that I paid $4.83 for one bottle of Barbican. I asked the person multiple times, I was told again and again that it is what it is. If you google you can easily find that Barbican is much cheaper than that. I missed taking my bill for the Barbican but I have attached the receipt for the can. I wonder now, how much higher they are probably charging for the food. Never going to Ace Shawarma again.

Overall - Good Food! But make sure you are clear about what you want to order. Everything extra is chargeable. Pls ask for your receipt when you leave.

PS: all burgers are beef...

Located in a prime location that's easily accessible from my workplace, this establishment stands out as a pinnacle for shawerma enthusiasts. Offering a plethora of varieties, it ensures that even the most discerning palate finds something to savor.

Their culinary prowess doesn't end at just the diversity of their menu. The authentic flavors, combined with the precision of their preparation, ensures a delightful experience each time. It is evident that their dedication to preserving the genuine essence of shawerma has garnered them a vast clientele.

One of the charming features of this eatery is its versatile seating arrangement. Patrons can choose to bask under the sky in their outdoor seating area or enjoy the cozy and inviting ambiance of their indoor space. Regardless of where one opts to sit, the warmth of the service remains consistent.

The staff plays an integral role in enhancing the overall experience. With their affable demeanor and commitment to service, they ensure that every customer feels valued and attended to.

However, their popularity is evident. The restaurant buzzes with energy, from loyal customers to a consistent stream of delivery personnel catering to online orders. While some might find the vibrancy alluring, others may yearn for a quieter experience.

In summation, for those in search of an authentic shawerma experience combined with stellar service, this establishment is...