Osmow's Shawarma — Restaurant in Oshawa

I placed a mobile order at 5:54pm and was given a pickup time of 6:24pm. I arrived at the restaurant around 6:10pm and it was 6:55pm when I finally received my order. It should not take an hour to complete a mobile order. The restaurant was packed with people out the door (to be expected given the promotion of the day). However, the staff was completely unprofessional and did not call out a single person's order number or name. There was bagged food sitting on a table in reach of customers with names and order numbers on them. After a few customers tried to help others get their orders from this table, the staff took them all behind the counter. They were then placed on the dirty floor and all the food was put on the counter to be given out. Wraps, fries, and boxes of food were being prepared identically and being left on the counter to get cold. Staff proceeded to take whatever was made and hand it off to customers regardless of what they ordered. Multiple times, staff held customer phones while wearing gloves to view their orders and then proceeded to touch food with the same gloves. There was an employee at the front of the counter who refused to do help anyone. He did not call out orders and was extremely rude to me when I asked about my order. After a few minutes of him standing there silently, he said "I'm out of here. I'm going to have a smoke" then pushed through the crowd and left the building. There was what appeared to be a manager handing out the identically pre-made food randomly to those who had ordered at the counter. Mobile orders were completely ignored. When someone else finally came and started to help, my order (falafel on the rocks) was given to me without toppings as I had ordered. When I stated this, I was told they only had 3 toppings and someone haphazardly threw them on, despite the fact that one was not asked for. On top of this, I did not receive any hot sauce or tahini as ordered. My food container was pretty empty containing only four small and squished pieces of falafel. It was also cold, and my, supposedly vegetarian, meal of falafel on the rocks contained multiple pieces of chicken. I am completely disgusted with the way this location is run and how the situation was handled. With the cross contamination I saw happening, I can only imagine the amount of people who received food that they are allergic to or that goes against their dietary restrictions. This is completely unacceptable and I expect better from such a reputable...

UPDATE** I ordered for delivery. Pre-ordered for a specific time. They "began making" my order 1 hour before the delivery time. My food arrived ice cold, missing an item. The food needed to be reheated, and the Stix were inedible/soggy/gross. I also got large sized items, and was given the wrong size for chicken on the rocks and the Stix. I didn't even bring that up initially because I was just over it. However, the lack of care, I am now making it known. I was not provided a refund or simply an explanation. I was asked to reach out to them directly, and the email they provided was not valid and bounced back. I reached out via their website and requested a response. I still have not heard back from them, though they were instant to respond to my low review on the app I ordered through. Normally a fan of the chain, this was a terrible experience.

UPDATE * After responding again to another review and sending a THIRD email, Osmows has STILL NOT RESPONDED! They are answering for appearance sake and not for actual assistance to patrons. AVOID THIS LOCATION IF YOU WANT YO AVOID DISAPPOINTMENT

UPDATE 2* they finally responded to me and blamed Uber for it. They also explained how Uber works like I've never seen the light of day. Nothing was offered or resolved, just a long, drawn-out email blaming everyone else. "When an order is placed through the Uber Eats app, the status automatically changes to "food is being prepared," regardless of the pickup or delivery time. For scheduled orders like yours, we receive a reminder 15 minutes before the driver arrives for pickup, and we make sure not to prepare the order until that time to ensure freshness" I PRE-ORDERED AT 430 - IT DID NOT SAY PREPARING ORDER!!! It changed to "preparing order" around 5:30 (delivery was set for 630-7) So no, the email doesn't match the actions and it is a major fail. Never going back. 0 stars, 10/10...

Osmow's locations are becoming quite popular and are fairly common nowadays. Which is a good thing because overall the food is satisfying, affordable and flavourful.

I stopped by this Oshawa location to quickly pick up dinner on my way back home. I wasn't greeted by the employee who was on the phone which is no problem whatsoever. I patiently waited for the employee to finish on the phone but as soon as they did the phone immediately began ringing and the employee would pick up instantly. Fantastic phone service!

However I still had yet to be greeted or given a quick "just another minute". I'm a patient guy so no big deal but three phone calls later another employee came out from the back room and took my order.

Chicken shawarma wrap, super sized, with every topping available and heat level hot. That was my order. I do like Osmow's ordering because the screen shows you all options and is easy to understand.

Less than ten minutes later and I had my super sized shawarma wrap. It was pretty good. Not the best chicken shawarma wrap that I've had from Osmow's but incredibly tasty and filling.

Overall the experience was fine. I'm not pleased or displeased. I am doubtful I would come back to this location again but definitely will have Osmow's...