Mosul Grill — Restaurant in Ontario

I don't normally give bad reviews, and honestly, the food was great. The reason for this review has nothing to do with the taste. I ordered a platter for 5 people on Friday to be ready for Monday at 1:30pm. I told them that I needed it to have no onion and be gluten-free (both of these are my severe dietary sensitivities). He told me that there was no onion and no gluten. I told him to please be sure that it was made with no onion and no gluten. He said it would be. I called at 12pm on Monday just to be sure, and the woman who answered seemed to have no knowledge of my order at first. I had said what it was, and the name to look for, and she eventually said that she had it and just needed my phone number. When my husband got there to pick it up, he tried to make sure that it was gluten-free and onion-free. She said that she didn't know about the onion-free, but she would make an extra side dish since it was the only thing with onions. They did give that free of charge. She also said that the platter was gluten-free. When he dropped it off and we opened it, we found that they had laid 3 pita breads covering the entire platter. This meant that the entire platter was now touching gluten. Not only that, but she punched in the wrong amount on the credit card machine, and overcharged me, which my bookkeeper noticed when comparing the receipt to the credit card payment slip. I have photos of both of these (pitas on platter and payment overcharge), but this review does not seem to allow photos. Again- the food was excellent. I am just really upset that I paid over $110 after tip, and they had overcharged my card and contaminated it with gluten (highly sensitive to the point of not being able to walk if I ingest any). My staff...

I visited Mosul BBQ yesterday with three of my friends because we were craving some good kebab sandwiches. While the food itself was good, our overall experience was honestly disappointing and not because of the food, but because of the service.

From the moment we walked in, the guy taking our order was extremely rude and impatient. We had a few questions about the menu, and instead of explaining things clearly, he acted annoyed like we were bothering him just for wanting to understand what we were ordering. His tone and attitude were completely unprofessional and made us feel unwelcome.

Two of my friends also ordered meat pies, which came out cold. Not warm. Not even slightly heated cold. That’s unacceptable at any restaurant, especially when you’re paying full price.

To make things worse, I was charged $3 extra for my sandwich. When I politely asked about it, the cashier looked at me with a look of disgust and said, “So you want your $3 back?” It wasn’t just what he said it was how he said it. There was no apology, no explanation, just attitude. I told him yes, not because I desperately needed the $3, but because I care about honesty and respect. If your staff makes a mistake, own up to it. Don’t act like your customer is the problem for pointing it out.

Again, the food itself was solid. But no matter how good the food is, bad service kills the vibe. If you’re looking for a welcoming, respectful experience where customers are treated decently Mosul BBQ might not be the place. Hopefully management sees this and takes it seriously, because with just a few changes in staff attitude and basic professionalism, this place could be so...

Poor service - I went out of my way to try this place and placed an order over the phone for a whole chicken and rice for $24.99. The guy told me my order would be ready in 1 hour. When I got there an hour later the guy over the counter began packing everything but I noticed he didn't pack any rice, so I asked him where the rice was. He said they ran out and so there's nothing they can do. I was just stunned, he didn't even bother calling me back to tell me or even as I'm standing there say anything, he was hoping to get my order through so I could just leave. When I asked why anyone didn't call me to let me know that they are out of rice (remember they had 1 hour) no one was willing to take ownership. Then the guy offered to give me bread instead free of cost which was a nice gesture, however, when I got home and checked, he didn't give that either! During the time I was in the store the owner came by and I explained the situation to him and he says to me "if you don't want it, I can take it?" Like what? That's your solution to this problem? So what do I eat then? Unbelievable! Everyone makes mistakes but how you fix it speaks volumes. Will not...