Osmow's Sheppard & Weston Road — Restaurant in Toronto

TLDR (Too Long Don't Read): Management and service from the girl who acted like she manages/owns the place were FAR from pleasant.

A handful of customers and two uber drivers were waiting for their orders, which were taking a while to get ready. The two Uber drivers wondered why they had been waiting for over 20 minutes, leading to a heated argument with the girl behind the counter. The drivers asked where their orders were, and she answered by saying she was busy with other stuff and if they didn't want to wait, they could cancel the customers' orders. As a customer, I was surprised to see the unpleasant manner in which she treated the two Uber drivers. I understand that they were busy dealing with multiple orders, but she could have handled the situation significantly better. So when the uber drivers walked out, I commented that her treatment of the drivers was uncalled for. The woman responded with, "He is not a customer. He is just an Uber driver." While that's true, Uber drivers or delivery drivers are the vessels to the customer; they should be treated with respect nonetheless. If the food is late, it is reflected on the driver and the restaurant. She does not seem to care when telling the drivers to cancel their orders because she will not lose a significant amount of business, correct? However, the delivery drivers who depend on orders will.

With the sombering events currently transpiring worldwide, it is a shame to see someone in the customer service field not care for others.If the girl loses a customer, it does not significantly affect her pay, if at all, or at least to the same degree as delivery drivers. If the drivers lose an order, they lose money as it is a part of their wages. Her use of distasteful words in a raised tone was shameful ... in front of other customers, no less. This is my first time seeing someone in the foodservice industry carry such a HOSTILE behaviour. I then told her to cancel my order due to her manner of mistreating people without remorse. Unsurprisingly, she did not think twice saying, "OKAY, no problem! I can cancel your order right now!" This woman does NOT deserve to be in the customer service field until she changes her behaviour.

A previous review from a different customer had something to say about her management skills, and how did the owner respond? By being defensive, saying that they did not understand what the customer is saying because they have not been to that location. They claimed that the staff "is being runned by hired professionals and being managed with lots of love and care." How can this be the case if the owners "supposedly" have not been to the location — such an obvious lie. The owner defended themselves further, stating they were "not sure where [they] are getting this all fake information or why you would even say this" rather than taking responsibility, or even apologizing.

Clearly, this girl has no idea what customer service is. Be responsive, not reactive. If that girl owns the restaurant, she should employ a capable manager who demonstrates good customer service and handles conflict professionally. If she is an employee, the owner may want to seriously consider hiring better staff who treats people (not just customers) with a bit of decency, a trait this girl...

Updated with response to owner:

I ordered through the Osmows app about a month ago for a chicken on the rocks and chicken shawarma wrap with spice levels very hot. I was visiting my friends house so I arrived early to pickup the order and quickly took it back to her place which was a 5 minute walk. Surprisingly the food was already cold and tasted stale. Then I noticed there was barely any sauce in either of our foods even though I specifically ordered Extra Hot (there was close to no sauce at all, even the garlic and tahini sauce was barely on our foods.) I quickly contacted the store about this and the woman working there told me she could not give me a refund as I had ordered through the app and suggested I contact customer support through the app. However, customer support never got back to me and I never got my refund. Then the worker told me the next time I come in, they would make my order free instead. I mentioned that I don’t live anywhere nearby to the store so I wasn’t sure when I would be there again. In response she told me she would tell all her employees about this to ensure that the next time I do come in, I would receive my order for free. Today, I decided to use that offer as my sister was in that area and told her to use my name. However, none of the workers knew about this so we did not get the free order as promised. So in the end I never got my refund (total of $30 something dollars wasted on stale cold food with no hot sauce) and never got the promised compensation either. Very disappointed with this service and restaurant.

Update to owner:

No this is 100% the right location I even have the call logs. The female worker told me she would leave this in writing for ALL her employees.

As you can see here, we had 3 calls about this. And I did follow the instructions on how to contact customer support on the app however they NEVER...

If you love American BBQ, love cheese burgers, love Spanish food, love West Indian food, love GOOD FOOD OR EVEN junk food. This is not the place for you. I rarely eat rice, most places do not know how to cook it. They believe it is just boiling rice.... not taste to it and / or anything added. I will not eat rice here either. FOLKS YOU FAIL WITH FRIES, HOW???? It taste like you cut potatoes, soaked them in water for 5 mins and put them in the freezer! EWWWWW no form of flavour, not crispy, not salty, not in any way good tasting. They do not even have BBQ sauce, HOLD ON, HOLD ON, HOLD OOOOOONNNNNNNNN. Don't tell me that is cause it is a Mediterranean restaurant. They sell American soda, FRENCH fries and Canadian cheese, water and / or toppings from other countries I'm sure. Soooooooo why not BBQ sauce. If you say it's a company wide thing.... well then it's a company wide thing..... You should get it though. Please improve your fries too. I believe in 2nd chances.... tried it a while back THIS WAS CHANCE #2. BOTH TIMES I was with somebody who wanted to go there, so I gave in. Won't happen again, oh and that chicken EWWWWWWWW what is that? How did you cook it? Where did you get it? Is that even chicken????? It was the nastiest thing I ever at called "chicken" in my life. Some say oh they this... it tastes like chicken..... Usually it does not taste like Popeye's, KFC, Mary Browns, jerk chicken or any restaurant's chicken. So where or what farm did this chicken come from? All I know is the ketchup was they best tasting part of the meal, very sad...... I will call head office and speak to them. The customer service is 5*. I gave it a 1* cause I came there for food not customer service!!! At least it did not...