Villa Madina — Restaurant in Toronto

I ordered a chicken shawarma plate with a sprite, went to eat it and was enjoying it. Halfway through, I suddenly realized there is a hair in my food, and take it back. They immediately made a new plate and apologized, I went and sat back down. As soon as I opened this box, there was another hair sticking right out. I went back to the counter and pulled it out right in front of them, it was buried under all the food so it wasn't like someone could just place it on top. The first time I took it back they said we can't throw it out ourselves, so throw it out somewhere else, I said that's fine, but the second time they immediately took it back and threw it out as if I was trying to get free food. The two guys at the front gave me weird looks like I was trying to pull something funny, I just wanted to eat. They didn't even offer to just fix it properly and make me a plate without a hair, weren't apologetic at all the second time, I just asked for a refund and went to Naan and Kabob. It's weird because literally every restaurant has people wearing hairnets to prevent this situation, even McDonalds, which I've worked at, has higher standards for food handling and preparation, as well as customer service. This place was the only one with their team not wearing hairnets, the second time I went back and showed him the long hair he had the audacity to say "nobody that works here has long hair". Ten minutes later I'm eating and look back, and someone is working the cash register and prepping orders with long hair. Kind of a ridiculous situation and it was handled horribly by the workers, I wonder how they would've reacted if this happened to them. I literally ate half the plate not knowing about the hair, absolutely disgusting.

Edit: They replied to my review asking for my email, months later and they...

THE WORST CUSTOMER SERVICE I'VE EVER HAD!

I use to eat at the scarborough town center location at least once a week. But after today I will never eat there again. The gentleman that took my order had a tremendous amount of attitude and it reflected on the way he was serving the food--Humus and garlic sauce was running down the side of the container and he threw down the utensils as if he was angry at the world. I did not want salad with my meal so I asked for extra chick peas and I was told it would be extra. Considering the cost of the mean I felt ad though they were not giving me my money's worth. Also I was turned off by the fact that they had an argumentative tone when I asked for extra peas. At this point I decided I no longer wanted the food so I decide to take my business elsewhere. THE EMPLOYEE RAN ME DOWN IN THE MALL TO TELL ME "GO EAT AT THE DOLLARMA SINCE YOU DON'T KNOW WHAT QUALITY FOOD IS" at this point I react by asking him who he is talking to and he gave me the MIDDLE FINGER not once but 4 TIMES. He uttered some more disrepectful things and went back to his station.

This employee acted in a way that is unacceptable and there should some sort of repercussion for this... but there probably won't. I wanted to share this experience to let everyone know the type of service they might get if they choose eat here. It's a shame because I he genuinely liked the food.

It hurt me that I had to rate this one star in order to write this review because the overall experience deserved no stars.

Sincerely,

A...

Horrible. That's the only word I can use. I went last weekend and they had just re opened after being closed for a while. I used to love this place so I decided to give it a try. BIG MISTAKE. I ordered one skewer of chicken shish taouk just like I used to , except this time, one skewer of chicken = 2 pieces of chicken. They even reduced the size of their Styrofoam containers so basically all content was reduced. Their rice was over cooked, felt like I didn't even need to chew it, I could just swallow it as soon as it entered my mouth. The potatoes lacked flavour ... they were just potatoes with salt which were boiled too much. OH and the best part, their garlic sauce went from the best to the worst, It was the consistency of water, literally water! My two favourite things used to be potatoes and garlic sauce at their place, and now I cringe even thinking about it. All that cost me 11 dollars. Good job villa madina, you just ruined the few good things about your restaurant, I'm never coming back here again, even if they decide to get their food back to normal. I implore everyone to NOT go to this place, it's a rip off, and you wont even be full after what you ate, I had to go and buy something else to eat, and mind you, I'm a very tiny person ... and can't eat that much. I ask everyone to not go to their store, so that they are forced to learn...