Osmow's Shawarma — Restaurant in Milton

The worst experience ever! I NEED SOMEONE OF THE MANAGEMENT TO CALL ME ASAP.

I walked in at 9:48 and asked the lady at the cash if we had 15 or 20 minutes to eat because we had a long trip ahead of us and they were closing at 10. She said yes. After 15 minutes, at 10:05 when I went to the counter to pick up the plates, they had packed the food to go. Another worker, Mina, said excuse me we close at 10 you can't sit. I let him know that we had ordered because the lady had said we could eat inside. He said she's new and she shouldn't have said that and it wasn't his problem. He shouted at us and told us we had to leave and then said "take your salad and go!" We had to leave the store and go down to a park to try and eat in the dark. We got to the park and opened the food and found all the chicken was the burnt chicken from the top of the skewers. This is in fact the worst experience dining out we have ever had. We were polite and asked first before placing a late order, and that is the level of service we got in return

We came back to ask for a refund and we had to take a video to prove how disgusting they spoke to us, which we attached.

They called the manager who ended up telling them to refund us half our money because some of the food had been eaten. One of the other workers said "how did you know the chicken was burned, did you remove the garlic sauce to see it". For me that means they knew the chicken was burned and they tried to cover it with garlic sauce. I told him to check it himself and told him it's black and you can't chew it. He said "that's how it should be". If you're reading this please watch the videos.

I'm disgusted by the response of the management and I'll leave it for you to judge the restaurant by yourself. If it happened to us it could...

To be honest - I had a really bad experience. I went to the osmows website for do my order last night and believe me I waited over 3 hours and I HAVEN'T GOT MY ORDER! Yesterday, Sunday night, I organized a different dinner with my kids and simply had to prepare a sandwich at the last minute. I called more than 10 times and they said it was a problem with the doordash (well… I don't care who delivers them), I ordered on the Osmows website, and there was absolutely NOTHING about the doordash. My order was cancelled, I was not communicated and every time I called they told me to wait a little longer or solve it with doordash. Guys, the craziest thing about this is that when I placed the order, I received a text confirming my order and saying track your order here: “osmows website and the restaurant telephone number” lol, That's insane! On my last call yesterday, I spoke with a guy Daniel, very polite by the way, and he advised me to come to the restaurant today to try to resolve it and that maybe they would give my order. I went today, and detail - they called doordash and practically said that I was the wrong one because they didn't have delivery there, they said that on their website they don't have delivery, I tried there that they have and they still didn't even apologize. Well, I said, I'm never coming back! Guys, I have a business too and for much less, I pleasure my customers. At least I expected a sorry, we'll give you a discount on your next order lol, but nothing! They just said that probably doordash will return my money. I hope so, but remembering, I wasn't a doordash customer, I was an osmows customer - I was, because I'm not...

I used to come to this location back in 2018-2019. At that time, their business model was a little different where you could eat inside and they would serve you the food in nice cutlery and crockery. However, that business model changed a few years ago which was fine. What also changed was the quality of their food. I had Osmows after many years today and must say that the food is not worth the hype. The chicken wasn't cut properly the way shawarma chicken is supposed to be cut, the fries were stale and did not seem fresh at all. It was super difficult to bite into them.

The reason why I am giving it a 3 star though is because of the excellent customer service. The staff were very friendly and welcoming. The service was relatively fast and the environment was very clean as well. They managed to run everything very smoothly.

All in all, I dont think this franchise is worth the hype anymore and definitely not worth paying $22 for a large chicken on fries and a drink. Maybe its different in...