Osmow's Shawarma — Restaurant in St. Thomas

Really bad food quality- not authentic. I'd be surprised if the beef was real beef... it's all ground up with a red pepper flake and black flecks I had to pick out of my teeth. The rice, as someone else mentioned, was parboiled and had no real flavor and it was chewy, with no real spice or parsley on it. The shawarmas do not come with hummus... everything is basically a really cheap food quality sold at top dollar amount. Disappointing, to say the least...

I had called the store back, after getting take out, and having expressed my disappointment with the beef shawarma that wasn't a real roast beef texture, as I've been eating middle eastern food for almost 20 years. The man I spoke to took my information and said come back to the store for a refund. When I got there, I was quite embarrassed to be informed they don't have a refund policy... this was after having worked all day and I was exhausted and I'd had someone drive me to the store. I'd had all my food prepped in a bag, with the rice, and my receipt, expecting to return it and be happy and had to wait for not one but 3 calls to the manager, just to be informed I'd get a free replacement, and they demanded my used shawarma back before giving me the falafel wrap I had opted for which was weird, as I was prepped to give it back but they didn't take it at first and I'd already brought it back to my vehicle. At that point, I felt uncomfortable and I asked the male friend driver to go in to speak to the gentlemen who were handling the situation and they informed him they wanted my half-eaten food item back. Again, the young man said he'd call the manager and my friend said he'd speak to the manager himself. I insisted I'd throw it away myself... but at that point, the two gentlemen turned their backs on us and began talking in a different language. They made me feel like I was trying to scam them for a free food item on their menu, when they wouldn't even return my money for the first item I was unhappy with they had promised. When my friend spoke to them and questioned them on why they won't refund me but they wanted the food item back, the young man made my falafel wrap for me... it was a very strange experience... 3 calls to the manager altogether on their part, who was the one who had insisted on the half-eaten shawarma back, which to me is unhygenic, in a place that handles food.

I will never go back there and I will never recommend them to anyone.

I've attached pictures of the low quality falafel I received which tastes like a fried paste instead of real chick peas and the flecks of something I pulled out of the 'beef'. I'm used to the Barakat, Sammy's, and other establishments that actually make real middle eastern food. I'm very saddened as I don't often write reviews, and very rarely, negative ones at that.

In reading the reviews, where people have mentioned their bad experiences with the food, there is some generic reply that's copied and pasted that says their food quality is their utmost priority... in my opinion, it's not, and how I was treated was utterly ridiculous and I wasted my time, going back to the store to get some refund that didn't exist.

I also won't be contacting head office, as some of their other generic replies to their customers insist they do- I'm not interested in wasting any more of my time with this establishment. I've put my review out here to warn others that if you're unhappy with their food, they don't stand behind their quality food...

Let me start by saying that before I stepped foot in this establishment I used to think I was good with heat. When they asked what level of hot sauce I chose the one in the middle. It was so hot it ruined my meal, which sucked because it was $52 for the two of us. I'm actually terrified at the thought of what the hottest sauce was like. I honestly couldn't tell you if the flavor was good because my mouth was completely on fire and that's all I tasted was hot sauce. Both ordered identical wraps with identical toppings, they came out looking completely different, one full of toppings, the standard amount you'd see anywhere else, and one with basically none. I'd hoped they would be a bit more consistent. I was the one who ended up with basically no toppings - simply lamb and a tremendous amount of hot sauce. Neither of ours even had any pickles or turnip which was asked for, and definitely didn't taste any hummus. My fattouche salad, at first I thought was just simply underdressed until I got to the bottom and realized that it was all there, not tossed with the lettuce at all. Also, what shawarma place charges for hummus on a wrap? This one, that's where, 25¢ each. Literally every single place I've been it's a standard free topping. The poutine was just ok and the pop was cold. A random charge for $5.98 on the bill called "Barbican". Still completely unsure what that is as I don't think we ordered that. Will I go back?...

I've never had a worse experience with a food service establishment. I placed an order online at 10 20 PM (google states the restaurant was open until 12 AM) they accepted payment and sent me confirmation texts and a time to pick up. I go there, it's closed. I call the next day and explained and asked for them to make my order, the employee told me it would be ready in 20-30 minutes. When I get there, NOTHING is made. The employee tells me this isn't their problem, and to call door dash (I did not place the order on door dash). I asked why he told me to come and that he would make my order, and why he didn't contact me if he wasn't going to. This is the second time they wasted my time and gas and provided nothing- not even apologies. I spoke to the manager who did nothing to resolve the issue and pushed me off to head office. Truly the worst customer service I could imagine. I had screaming, hungry children at home and wasted my night attempting to reason with the manager. This franchise has no accountability and will do absolutely nothing to accommodate you for their mistakes and will never have my...