Osmow's Shawarma — Restaurant in Ontario

I am a regular customer and I have stopped going for the following reasons:

Employees need more training on customer service:

Once I walked in and I saw an employee yelling at a customer for saying that he found hair in his food. The employee accused him of lying. I don’t know if the customer was lying. I personally feel that even if the customer was lying, the employee’s behaviour shouldn’t have escalated to that. I felt very concerned about my safety. For clarity this event happened months ago with one of the male staff members. I acknowledge that I should have reported it then, but didn’t. So I will address it in this review.

On that note, everything else related to customer service is minor, but still important to address. The staff members complain to each other when it gets busy and sometimes I feel bad for ordering. A staff member got mad one time when I asked if I could order a student deal as a half and half. I asked it in the form of a question rather than a statement so I didn’t feel their tone matched me at all. They didn’t yell at me, but they said “no you cant” in an annoyed tone. I would have respected a more upbeat tone that didn’t make me feel stupid for asking a question. The employees never smile either which is also something I picked up on.

I believe that other than the hair in the food situation, the poor customer service can be attributed to ineffective training and understaffing. It seemed like the staff were overworked and as a result, it really compromised my experience interacting with them in a therapeutic manner.

The food itself is 9/10 when it’s hot. So if you are going there just for the food rather than the overall atmosphere and experience, you...

We didn’t have the option to respond directly to your comments on our review, so we’re sharing our side here. First, we did not eat the undercooked meat completely we ate only part of the meal, mainly the salad that came with it. Since you mentioned reviewing the video footage, we respectfully request you recheck it to confirm how much of the meal was actually consumed.

We approached the counter calmly, without raising our voices or causing a scene. We simply explained that the meat was not properly cooked. As regular customers of Osmow’s, we know how your food usually tastes and can clearly tell when something is off. It’s unreasonable to assume someone must eat an entire dish to know whether it’s cooked properly or not.

When we brought up our concern, you immediately said there was nothing you could do no exchange or refund despite the fact that this was not a low-cost meal. We were disappointed by how our feedback was handled.

Lastly, your public response to our review felt more defensive than constructive. Not every negative review comes from a place of malice many customers leave them in hopes of helping a business improve. As a well-known fast food chain, we hope you’ll take this feedback seriously and work towards ensuring this type of experience doesn’t...

Today was my second visit there and hopefully will be the last unless you hire a new professional management team.

First day: Me and my friend both ordered lamb wrap with onions and tomatoes as add ons. The meat had gamey smell and wasn't tender at all. Felt like I swallowed chewing gum.

Second day: I asked for hot spice and my friend asked medium spice. Unfortunately, they swapped the spice level (I asked which one had medium and hot spice though) and his leaps and tongue were burning. Couldn't finish his meal properly.

My friend is new in Windsor and politely asked if they are hiring right now before leaving their place. At first, he asked a white person who was also present at that time wearing a Osmows t-shirt. My friend thought he was probably the manager. When he asked the white bald person, he said he's not in charge there. Then my friend asked in the counter and in reply the person rudely said go and ask Chatham, London.

Is this how you behave? Remember one thing, Courtesy begets at home which you uneducated guys completely lack of. Don't behave...