Osmow's Shawarma — Restaurant in Toronto

I am extremely disappointed with my experience with Osmow’s. I placed an order through the app on October 15th, which happened to be Shawarma Day. While I understand that promotions can be busy, the level of disorganization and lack of service I experienced was completely unacceptable.

I arrived at the store at my assigned pickup time, only to find that they were still serving orders scheduled for 6:00 PM. I patiently waited until the store closed at 11:00 PM, hoping my order would finally be ready, but it never arrived.

Adding to my frustration, I tried reaching out to Osmow’s customer service multiple times, but received no response, acknowledgment, or resolution.

Waiting two hours for a single order would already have been frustrating, but to wait hours and not receive it at all, with no accountability from the company, is beyond unacceptable. This experience shows a disturbing lack of organization, communication, and respect for customers. They lost me as a customer. I had worst experience. I felt like my money was stolen. I ordered at Miller location for which I am reviewing and coming to point I did waited for 2 hours just for one item and still I didn’t get my order. Do you really think was it practical and comfortable option to wait for 2 hours for one order when pick up time was 9? So I dont know how it’s justified stating that your store was...

I ordered a meal through the app on National Shawarma Day and when I arrived to pick it up there were over 50 people huddled at the entrance, unable to even enter the store! I waited over an hour after the scheduled pickup time and eventually gave up and left without my meal because the ONE staff member controlling the door advised it would probably take another hour. I attempted to go back there the next day for my meal or refund and was told to submit a complaint to head office...that was over two weeks ago and I have yet to get a response! To add insult to injury I was told by another customer that on the night I didn't get my order the store eventually handed out a bunch of meals for free because I assume they gave up trying to fulfill all the orders. I called this location today and spoke with the manager who explained the app is run by a "third party" and recommended I send YET ANOTHER email to head office for a refund. Completely unacceptable business practice and terrible customer service. I was a regular customer at this location for years, but I will never EVER return again, to this location or any...

I love this location! It's a tiny spot with limited seating but it is always busy and for good reason, they still use the styrofoam containers and fill it to the absolute limit unlike some locations such as New Market or Vaughan where they use the labeled containers and limit their portions. Totally understand it's to save on food cost but at the same time they're probably not getting much turnover time as this Scarborough location. We came in on a Saturday and there were about 3 couples in front and the line moved quickly. Ordered a large chicken on the rocks with extra Garlic and it came up to just about $12. My husband and I shared it and we were both full! Soo good, the chicken was cooked to perfection with a good crisp to the edges with the perfect amount of rice. If I didn't live so far I would be a regular at this location. We ate in the restaurant as we were really hungry and not once was the place clear, consistent customers coming in and out which is a GREAT sign of good business. Love this place, hopefully they can expand soon just to make a bit more room for others that may want...