Osmow's Shawarma — Restaurant in Mississauga

Date of Visit: July 2nd, 6:00 PM

I had a very disappointing experience at this OSMOW’s location. I’ve been a loyal customer for over a year and often order Chicken on the Rocks—always with extra garlic, onions on top, and grilled extra crispy. However, today was frustrating.

While I was waiting to place my order, a staff member (a young woman) abruptly asked for my order and before I could even finish saying “one regular Chicken on the Rocks,” she walked away. A few minutes later, when I asked if she could take my full order, she told me she had already made it. I was surprised, as I hadn’t even given her my full order yet.

She didn’t ask me what toppings I wanted—no garlic, no onions—nothing. When I brought it up, she said, “Oh, I can just put it on top later,” which completely ignores how it's usually done. I also mentioned I wanted it extra grilled like I always get it, and she told me they “don’t do extra grilled.” I’ve been ordering it this way for over a year, and they always do it when I ask. When I pointed this out, she suddenly changed her reasoning and said she thought I was ordering a wrap—which I clearly wasn’t.

Her attitude was extremely rude and dismissive throughout the interaction. She spoke to me as if I was bothering her, even raising her voice and insisting things that just aren’t true. It honestly felt like I was being scolded for trying to customize my meal—something I’ve done at this location many times before with no issue.

I’m writing this review so the owner or management is aware. If this kind of customer service continues, it’s definitely going to drive loyal customers away. No one expects perfection, but basic respect and clear communication should be a given. This experience was unacceptable.

I specially drove for 10 minutes to eat here at Osmow's and had to return without ordering, because i didn't have the appetite left to eat after such...

One of the worst experiences I have had. Osmows is my go to shawarma place and I have been having it for years in different cities. But this location was the worst. I ordered Philly chicken on the rocks,and it was really bad. The chicken was super dry, barely any Philly sauce in there and there was no sauce on top either. Philly chicken is supposed to be cooked on the grill with Philly sauce and vegetable (onions, pepper etc.) and there were barely any vegetables in the meal. We were goin to the movies after and couldn't try on the spot and the shop closed right after. My husband and I had dry chicken with plain dry rice with no vegetables. The experience was awful. I have tried Philly chicken from so many osmows and never this disappointed. Upon calling the store next day, the guy ismat or something said sorry but next time you get this meal ask for extra sauce (for 85 cents) to which I replied there wasn't even enough sauce let alone ask for extra next time. Ridiculous I am paying for base sauce that is part of the recipe and he wouldn't accept the distasteful FOOD due to their mistake. After 5-10 mins of making him understand i asked to speak to manager and he said she will call you back.. And no call has been received from the owner until now. DO NOT GO HERE. THEY ARE CHEAP AND DO NOT UNDERSTAND CUSTOMER SERVICE/SATISFACTION. THEY DO NOT CARE ABOUT THEIR CUSTOMER AND INCONVENIENCE CAUSED. Other osmows have always tried to make amend if the order is not upto standard or customer satisfaction. BUT THIS LOCATION WAS A BIG...

I recently ordered two items from this location: a medium Chicken on the Rocks and a regular-sized Falafel Wrap.

The wrap was okay—nothing exceptional but acceptable. However, the Chicken on the Rocks was a letdown. The chicken pieces were cut too thick, not the usual shredded texture I’m used to, and the portion size felt noticeably smaller than what I typically receive at other Osmow’s locations. Even after paying extra for additional sauce, the quantity was less than what I get at other stores without any add-ons.

What was most surprising is that I was charged extra for hummus, which has always been included in the wrap at other Osmow’s locations I visit regularly. I buy the same items almost weekly from different branches and have never encountered this issue before. Typically, I pay $24.84, but this location charged $27.48 without any clear explanation.

Additionally, I noticed a strange moment when one staff member was about to put the wrap in a bag, but another stopped her. I guess giving a bag isn’t standard here anymore unless you ask—or maybe they plan to charge for it too.

It’s disappointing to see a franchise location cutting corners on portion sizes, sauces, and even basic packaging while charging more than other stores. It gives the impression they’re trying to reduce costs at the customer’s expense.

If you’re a regular Osmow’s customer like me, I strongly suggest avoiding this particular location. Save your hard-earned money and go to a branch that values consistency and...