Shawarma Palace Surrey — Restaurant in Surrey

If I could, I'd give this place 0 stars. First time ever doing a review because of how poor the selection and service was. Went in during what seemed to be peak times (7:30-8pm) as there was a line. No issues with having to wait even though it was a lot longer than 1 would come to expect with a 4 person line.

My main complaint is that this place was missing half of their ingredients. No beef, no tzatziki, no hummus, no tabouli. Did not provide any concessions to make up for missing ingredients whilst charging regular price. There were 3 employees working, none of these employees made the effort to tell their customers of this that are waiting almost 30 min to order of the lack of menu items. They wait until you order and ask. If you dont ask or dont look at what they add to your order, you would have no idea you're not getting everything advertised included in the price. Prices are on the high end for any Shawarma place to begin with, so to be missing that many core items and not making any concessions is horrible customer service. No apologies either. Only response is ya we dont have this when you ask. I didnt even realize I didnt get any hummus until after I got home. Imagine how many customers they served that were shorted on advertised items in their order whilst being charged full price.

Looking at other reviews, owner does not care about any poor experience. Uses the same copy and paste response of We’re sorry you had an issue with your order. We’re confident we’ll do better next time, so we hope you’ll consider ordering from us again. This shows owner does not care enough based on the lack of effort to acknowledge each complaint/bad review on its own and take a couple minutes to personalize responses. Doesn't ever offer to make up for poor experience like any other company does. I would bet money that the owner does absolutely nothing to look into what caused the poor reviews. Owner is satisfied getting you to spend money here once. Does not see the value or need in spending time and effort to try and turn unhappy customers into repeat customers.

DO NOT WASTE YOUR MONEY HERE

EDIT: To the owners response: Where was I dishonest? I have uploaded a photo of your own product description available on ubereats. This is the product I ordered. It says it includes hummus as well as garlic/white sauce/hot sauce. There was no garlic sauce, and no hummus in my order. Thats just whats wrong with my order from your false advertising. I originally wanted a mix platter but your employees informed me they were out of beef. Another customer complained that there was no tabouli either.

I did not say I paid before ordering, so im not sure where your perception of that came from. You do have your customers order and then your employees make the order. Your post implies its customizable garnishing where customers have options. The only option i was asked besides what number I wanted to order was white sauce or hot sauce. So what exactly is customizable? If its not customizable, then why does it matter if I pay prior to receiving my takeout carton or after? Im not watching every step your employees take and what they put in the order. It is not the customers job to make sure employees provide everything that is advertised in their order. That is the restaurant and employees job. Something which it seems you are failing to take ownership on.

Failing to advise your customers that these aren't available and still charging regular price is a dishonest and horrible business practice. It is why you have started receiving many poor reviews. Maybe focus more on your employees providing pro-active customer service and stocking your restaurant well so you're not running out of core products rather than calling customers dishonest? Also maybe recognizing what you actually advertise in...

Went to this place for lunch and had a horrible experience. (Been to Richmond location several times prior)

Firstly, I asked for 2 MIXED lamb and beef shawarma wraps. The woman started to make it and I asked for extra garlic and hummus. Extra was not put on, so I asked again and was shown attitude (no extra paste still added)

Anyways we picked our veggies and asked for extra white sauce and hot sauce, again extra sauces were not added.

Meanwhile making our order the same woman is asking the man behind us for their order. Neither of them can hear each other cause the music is cranked and the fans are going on behind them. Meanwhile this is happening the other woman (suspected owner) is making us give payment (cannot use that they are making the food in front of us as an excuse)

Furthermore while giving payment I notice that the woman is only adding CHICKEN. Keep in mind that it was asked for a MIXED lamb/beef (chicken was never ever mentioned) So I tell the woman and she starts to remove the chicken from the wrap and then starts adding lamb to the shawarma. It was then when I reminded her again that it was LAMB & BEEF. I was then told that they don't have beef. So they defaulted to just make me a lamb and chicken. To top it all off they made me pay an extra $1.05. So ruin my wrap, charge me extra and already had taken a tip from me.

As far as taste the lamb was good, the chicken was dry and chewy and the rest of the wrap tasted dry and bland due to the lack of sauces.

Furthermore, This place shows strong arrogance and lacks customer service. The staff is having a hard time hearing customers and customers are having hard time hearing the staff. Truly shows that they do not care about the customer. Took a friend here for their first time, and me nor they will be coming back. It is a shame because it would be nice to enjoy this restaurant as it is in Surrey and not have to drive to the Richmond location.

Im sure the staff will review this and have an arrogant reply, like they have to other customers

EDIT : Again like I said the owner would have an arrogant reply. We were never given sauces on the side and It was originally asked for a mixed lamb/beef so not sure how chicken was added. Also Im not the first person called a liar by them. Not sure what my name has to do with my review and why that was attacked. Also I am not looking for a “freebie” I did not ask for a refund or anything free. I was just writing an honest review about what happened. Instead of resolving the problem, call your...

I recently dined at Shawarma Palace, and it was an exceptional experience that left me eager to return. This vibrant eatery stands out with its authentic Middle Eastern flavors and inviting atmosphere.

From the moment I walked in, I was struck by the restaurant's lively and colorful décor. The walls are adorned with beautiful mosaics and traditional art, creating an ambiance that is both warm and exotic. The seating is comfortable, making it a great spot for a casual meal or a gathering with friends and family.

The menu at Shawarma Palace is a treasure trove of Middle Eastern delights. It features a variety of shawarma options, including chicken, beef, and lamb, all marinated and cooked to perfection. I opted for the classic chicken shawarma wrap, and it was phenomenal. The chicken was tender, juicy, and bursting with flavor, complemented by fresh vegetables, creamy garlic sauce, and a perfectly toasted pita.

In addition to the shawarma, I tried several sides, including hummus, falafel, and tabbouleh. Each dish was freshly prepared and tasted incredible. The hummus was smooth and rich, the falafel was crispy on the outside and soft on the inside, and the tabbouleh was a refreshing mix of parsley, tomatoes, and bulgur.

One of the highlights of Shawarma Palace is the quality and authenticity of their food. You can tell that they use fresh, high-quality ingredients and traditional recipes. The portion sizes are generous, offering excellent value for the price.

The service was top-notch as well. The staff was friendly, attentive, and knowledgeable about the menu. They took the time to explain the dishes and offered great recommendations based on my preferences. My order was prepared quickly, despite the restaurant being quite busy, which was impressive.

Shawarma Palace also caters to various dietary needs, with plenty of vegetarian and vegan options available. This inclusivity makes it a great choice for diners with different dietary preferences.

Overall, Shawarma Palace is a gem that delivers on all fronts: delicious and authentic food, excellent service, and a lively atmosphere. Whether you're a fan of Middle Eastern cuisine or looking to try something new, this restaurant is definitely worth a visit. I highly recommend it—you won’t be...