Osmow's Shawarma — Restaurant in Ontario

We have been to this Osmow's twice now and compared to others this is the worst Osmow's we have been too. The first time we went the turnip and other veggies and toppings were all bunched up in one spot in the wrap. The second time we ate there was today Jan. 3, 2023, My wife and I ordered 2 Chicken Shwarma wrap combo's when ordering we ordered hot for hot sauce and the lady said oh our hot is very spicy, we said that we know that and have eaten it before, she then again warned us about how hot it is, we again said we know and that we want the hot (hot sauce). As the other lady was making the wrap the cashier came over and whispered something to her and the lady making the wrap ended up putting the hot sauce on the side in a container we didn't put two and two together until we where already back in the car. Our assumption is that the cashier lady went and whispered to the lady making the wrap and suggested putting our hot sauce on the side instead of in the wrap like we asked.

We understand that the hot sauce is hot... this is why we come to the osmows for the hot sauce. we know how hot it is and don't like being questioned about our choice over and over as they think we cannot handle the heat.. We did not order it on the side and the workers shouldn't decide that it doesn't go on the shwarma.

We have never had this happen at any other osmows. I would avoid this location...

This location is beyond ridiculous. First time I had an issue, the onions were rotten called they didn’t pick up their phone just gave up. Next time, the chicken was ice cold, while the falafels were so hot they tasted burnt and awful. When I called to complain, they told me I could come in later that week for a replacement. Fine.

So I finally go in, and the staff tell me they’re “new” and can’t do anything without the manager. I asked them to call the manager which is common sense, since every manager is basically on speed dial for new hires. What if the store’s front door won’t open? What if there’s a serious customer issue? The answer is simple: you call the manager. But instead, I got a bratty, dismissive response and zero help.

Even worse, when I asked for their names so I could follow up with the manager or owner, they flat-out refused. Completely unprofessional and arrogant. I ended up walking out with nothing again.

Between the rotten vegetables, ice-cold chicken, disgusting falafels, and staff who clearly don’t care, this Osmow’s is a total embarrassment. If this is how they treat customers, I’d strongly recommend going...

Good and Bad.

First time at this location. Staff is super friendly so huge plus for that. Offered me a drink and rice that I had never had both that were very good.

Cashier talked me down from hot to medium spice but I don't think the person making the wrap heard that. It was covered in hot sauce making it almost too hot to consume. If that's medium, I'm not sure how they could possibly have 4 more versions of intensity. So this was bad.

Also bad, I only asked for a few toppings. Cashier tried to encourage "everything" but I said no. When I went to eat it, it was covered in onions which I did not ask for. Again, I don't think the person making it was paying the closest attention. Fortunately it was a preference and not an allergy so I was able to pick them off. This was also bad.

They were not busy when I was there so could have taken more time to make sure it was done correctly.

Because the staff was so friendly, I will try one more time but I will pay closer attention when they make it rather than continue casual conversation with...