Mona's Roti — Restaurant in Toronto

I have been a very long time customer and the experience I had on July 20. 2024, was truly disgusting. Bought a chicken roti and a bag of pholourie. I was already 10 mins away when I took the first bite of the pholourie. I spat it out and was very surprised it was crunchy and stale. I drove back and was met by the pleasant order taking lady at the door. As she noticed the order in my hand, she enquired as to what was wrong. I explained to her and she stated to go straight to the cash for a refund. The cashier called another lady, who asked what was the problem. I stated the problem and gave her the bag. She then said to me, “it does be hard and then soften up in the bag” and also “you is the only person to bring back pholourie”. I said, “well, I am not everybody else” She then calls the person who made the pholourie to the cash, to let me know, “she made it”. I said, “this was re-fried” (I work in the food industry). They are now going back and forth with me. So I have three people in front of me, making a big deal about a refund, I asked for very kindly. As I am now getting irritated, for am I standing here more than 5 minutes. I said, “lady, just give me my refund, cause I don’t know why I’m standing here this long”she said, “ you don’t know bout pholouire” and also asked for the tamarind sauce back. I told her that i used it, but she can have it. I put the tamarind sauce on the counter, where she allowed another customer to take it, because she asked if she can have it. I said, “I used that” and shook my head. She still allowed the customer to take my used tamarind sauce. Imagine if I had some sort of sickness. I finally got my refund, left and will never return. The pholourie comment was out of timing as we say in our country and definitely racial. I also don’t appreciate the roti guy yawing over the roti and the other workers talking over the food in their language. Professional businesses in Canada do not allow their employees to speak in their language, (unless it’s a place that serve customers in their language) as it is rude to the folks that do not. It’s English or French. I went home and made my own pholourie and it was soft and delicious. (Been making it since I was 12 in my native country) The workers at Mona’s will be their downfall. I am still upset about the experience, so I’ve decided to write this review and can’t wait for the organism to find out who I. The apology will have to be as loud as the...

I've gone to this place numerous times; however yesterday was by far the worst. I called to place an order and I asked if I can get a "fresh roti".

Little did I know that those words hit a nerve with the individual on the end of the phone. Her name is Bibi, who went on to say that they "don't sell stale roti" and that "they feel bad when that is said". I said to her that I did not say that they served stale roti, all I'm asking for is a fresh & hot roti and why is she giving me attitude, which she said she was not. And then, she preceded to tell on what to say next time I call to order (like if this was the first time I was placing an order with them) and the attitude I received from her was uncalled for. I was assertive when speaking to her.

I called again to speak to the manager and Bibi answered and indicated that she's the manager. I said that I don't want to speak to her and that I want to speak to a manager she was like "ok bye" and hung up the phone.

For being a fixture in Scarborough for so long and the service they provide to their customers is unacceptable. She will make them loose customers due to her attitude. Just like children are an extension of their parents, employees are an extension of their employers. They don't deserve even one star.

Spoke to Melissa today - guess she’s a manager and the restaurant namesake’s daughter. She basically said the following to me:

1. ”That I should be more clear is what I asked for as I was told before how to asked for fresh hot roti. They have 2 types of rotis - Fresh & hot one and Fresh & cool down one.” This was never conveyed to me before.

2. “There is only women that worked here and how women are with each other. I told her that I don’t care what gender you are, you can be a male, female, non binary I will confront you. Her response was that I was speaking out of context.” Clearly, she didn’t understand.

3. When asked if Bibi was the manager, Melissa never confirmed that she was only to say “she’s never been that way before, she greets customers as “darling”.

4. When I was drawing comparisons of customer service from other industries, she did not understand what I was trying to say. Alluded to the fact that I want her to teach people common sense.

Overall, I hung up on her as she was just speaking in circles. This definitely doesn’t do any good for the culture and...

I have been a loyal customer for nearly 2.5 years, consistently bringing dozens of employees from my department to your establishment. However, today’s service was far below acceptable standards, and I am writing to express my dissatisfaction with both the service and the lack of accountability from your staff.

Upon arrival during lunch hours, there were two customers ahead of us, with no one else in line behind. We promptly ordered six doubles to go. However, after our order, a crowd of 15-20 additional customers slowly filed in and placed their orders. Despite this, we continued to wait for over 30-45 minutes while many of the customers who ordered after us were served first.

I raised this concern with the lady running the register, pointing out that one of the customers who ordered ten doubles — despite being 10-12 orders behind us — was served before our order. As a manager with years of experience in restaurant operations, it was immediately clear that the staff was working chaotically with no organizational system in place. Receipts were being grabbed in bunches and scattered across the counter in a haphazard manner, with no attempt to prioritize or ensure accuracy. This lack of structure and professionalism significantly impacted service efficiency.

Furthermore, the dismissal of my concerns by the staff showed a lack of empathy, understanding, and accountability for the frustration caused by this disorganized process. After waiting for an excessive amount of time, I was late returning to the office by over 20 minutes. As my lunch break is one hour in duration, this delay, caused solely by poor management and lack of order, was entirely unacceptable.

An order as simple as six doubles should not take nearly 1.5 hours to complete. The unprofessional behavior, mismanagement, and poor organizational practices displayed today have left me extremely disappointed. I trust you will take this feedback seriously and address the issues with your team to ensure future customers do not experience the same...