Usmania Grill — Restaurant in Pickering

I catered food from this place for a birthday party and the experience was terrible and customer service even worse. When I went to make the order and put a deposit down, the owner completely ignored me. I waited a good while before he came to take my order. I didn't appreciate 1. being made to wait and 2. completely dismissed like getting my business is not essential to keep his business running. Later, I had my family pick up the food as I live far away. The food should have been ready by 1 per the owner's words but my family member waited around to be addressed and acknowledged and picked up the food 45 min after arriving for a 3:00 pick up. When I food arrived I noticed it was not what we ordered. We ordered chicken karahi, aloo palak and gulab jamun. Instead we got palak paneer and chicken qorma. We didn't get the gulab jamun at all. I called and spoke to the owner about not getting the dessert and he offered to give me $18 for it. Because I am hosting the event, I didn't have time to get into the other wrong items. I told him I'd come by monday to pick up the money. I made sure to take pictures of the food so he knows I am not lying or making this up because he did get most my order wrong. When I get to the restaurant, I am completely ignored for a good 15 mins. He has a phone in one ear and taking orders from people who walked in after me and taking payment for customers who were dining in. When I spoke to him about my catered items he became defensive and said he won't give me a discount for sending the wrong items. He wanted me to be grateful he send palak paneer because it's more expensive. What good is it if no one ate it!? None of my guests like paneer including myself. He treated me poorly. As I am talking to him he walked away into the kitchen and when he came out he was taking payment from another customer in the restaurant. SO RUDE! I hate this place for the poor customer service. You want to be valued as a customer and appreciated for your business, this is not the place for it. There are other places with just as good food but with much, much better customer service where you...

We visited today from out of town and ordered a BBQ platter for 4 people. Good tasting food and absolutely disgusting service! Wait until you hear this: We pre-paid and sat down and waited patiently for a half an hour for our food to be served. Once our food was ready the server came to our table and we were informed to our surprise that we would not be served unless we paid an additional fee or took our order to go. (??) The server explained that the price of our combo...and ONLY our combo...was increased 30 percent more for dine in! This price increase was not on the menu we were provided, nor was it charged at the time of our order. We had already paid the price asked on the menu. Still they demanded this ridiculous price increase or we had to take our bag of food and go. The server could not explain why this additional fee was required for our meal but not for any other meal on the menu. He said the owner made the decision but did not know why. We chose to leave after explaining to the server that we were insulted and upset by this treatment and would never return. I have never in almost 50 years heard of such a thing. We took our food and left and found a place to park and discovered we had been short ordered a portion. We only had food for 3 people! We did not get what we paid for according to our receipt. We also recieved no plates, forks, spoons, napkins. Just a pile of food wrapped in a foil tray. Difficult to serve everyone sitting in a car in a parking lot. Not at all convenient for travelers. I find this shameful to treat customers this way...especially travellers without any options. Shorting our order was an additional insult. We will obviously not waste our hard earned money here again and warn all others to be very cautious about this suspicious business. Asallamu alaykum wa rahmatullahi...

There is a serious customer service issue with this restaurant. First off, you have kids working cash and telling people on the phone that their order won't take longer than 10-20 mins and you end up waiting 30-40 minutes in the store. Then those poor kids are getting yelled at by customers. Am I blaming the kids? Absolutely not. I'm blaming the adults that are making them work there and suffer the verbal abuse from frustrated customers. Maybe get the food out quicker and get some adult employees?

Second, if you're advertising a take out special, normally that food will be ready at all times or it shouldn't take long to get out of the kitchen. We were told on the phone to order the Tuesday special chicken biryani at the store because it was ready to go. I order it at the store and I'm waiting 30 mins and I'm told every 10 mins the biryani is on dumm.

Third, because there were only a kid and teenager working cash, taking orders by phone (was ringing every few mins) AND serving people dining in, everything took longer.

You're probably saving on personnel costs by employing your children. But when you are a busy restaurant during holiday break, you need more people working. Like actual adults. Leave the kids at home to enjoy their winter break.

Also, the chicken biryani was horrible even though it was freshly made. It had a weird taste to it like it was cooked in plastic. Maybe it burned. We were tasting the biryani to decide on catering but because of the above reasons, we will not be giving you our business. Too bad because your food and customer service...