Osmow's Shawarma — Restaurant in Mississauga

Food is a 4-4.5/5. I would rate the food good to very good. Hot sauce they use is great. Unfortunately the good talk ends there, there are 2 main problems here. 1) Boss/Manager doesn't seem like he is doing the best he can for this business. This location has been open for years and they just got a customer garbage can, before that plates where everywhere cuz they had no where to go. As a customer you can see there needs to be more organization all around. You get the feeling the overall attitude of the business is very passive or backseat and whatever happens happens. 2) Employees don't seem to care. Even sometimes when my order is taken I feel like I am a 2nd priority to stuff that is happening. I have had the manager (older gentleman) stand just behind the cash/counter for almost a minute looking for something beneath the counter ( which I know stuff can happen ) without even a "please give me 1 minute" or any interaction to tell me what is going on. I am just waiting wondering how long is this going to take. I feel the same for the staff too, it is a lackadaisical process with no fun or passion displayed to the customers. It really is amazing I have never been to a place that does half the job (food) so well and the other half (service) so poorly. One of the real icing on the cake was when I ordered a shawarma with cheese ( which you have to pay extra for ). I recieved my shawarma and it had no cheese on it. PAUSE - At this point the correct action is to either refund the difference for the cheese, refund the whole shawarma ( not expecting that ) or remake the shawarma with cheese in it since that is what was ordered and not made. PLAY - They gave me the cheese on the side so I can literally place it on my food as I bite it. This was the obvious sign that even when they make a mistake there is very little motivation for recourse. My guess is this stems from the owner/manager because if he was setting a good tone others would follow. It is a little disappointing because I want to go here more often but I cannot because I wonder if the staff is going to look through me like I am not there or if I am going to have to start asking for them to fix their obvious mistakes. Manager/Owner/Staff... you need to start caring about your customer experience. I challenge you to put review cards in your store and let people really tell you what they think of...

This shouldn’t even get a star, but the professionalism of the manager is really admirable.

I called ahead and placed an order, they asked how long I would be and I said 20 minutes. The child (and I say child because this girl acted in no way like an adult) said “well it takes 10 minutes to make so be here in 10 minutes”.... uhhh okay why not just start it in 10 minutes then? Whatever. I rush over and pay, my order isn’t ready. After waiting an additional 15 minutes and watching customers who came in after I arrived receive their food before I did, I went up while my partner (who eventually came to make a separate order because of how long it was taking) was ordering. I mentioned that it’s now been 35 minutes since calling to order. She just snickers and says “okay” in a ‘what do you want me to do about it’ attitude. She turns to her coworker and is mimicking my voice and demeanour to one of her coworkers and laughing at me. I called her out on it and she acted as if she had no idea what I was talking about, despite other customers and workers seeing it. I proceeded to yell at her about how inappropriate that was and stormed out, without my food.

I was sitting in my car waiting for my partner to return with the food when the manager came out to apologize profusely, said they were going to make everything fresh for me and my partner, and again, apologized. And though they will never be receiving my business again, I greatly appreciated his professionalism.

When my partner returned, he informed me that the guy who was making the food (and the one the cashier was making fun of me to) informed my partner that she never told him to make the food, and that if I hadn’t said something, I probably would’ve never received it, despite having paid.

I strongly hope this child learned a lesson about how not to treat a customer. This was absolutely horrendous customer service and I will be absolutely appalled if I ever return and she is still...

I have been a customer to osmows for many years and im slightly getting a bit disappointed because they are serving less food, the wraps are smaller and getting dry, the fries portion is so small and dryer than usual now which i am shocked because osmows is very famous for their sandwichs and fries but now its becoming a bit worst, and it's getting more expansive, plus an employee yesterday tried to trick me by not giving my order of fries from the Jr. Chicken shawarama combo which comes with fries and a drink but he said i only asked for the drink, i got a bit upset because he also charged me for the fries and for an employee it's there job to give what customers pay for. I am a bit disappointed of how things are turning out and i hope osmows can give what customers were happy with, before this whole situtation got into the business, i understand there's a pandemic going on but disappointing customers is very dangerous as it can drive customers away from eating there. I will remain a loyal customer as much as possible because i know the employees and i have a lot of love and respect for them but i would recommend them to please serve food how they used too, which would make us very happy.

This is getting ridiclous not only did osmows make the student special fries smaller, they got rid of the fries in the student combo !!! come on osmows we expect you to improve but it's the complete opposite i am not eating at this place if it continues like this, and they keep forgoting to add things...