SOFRAM Thornhill — Restaurant in Vaughan

This is supposed to be one of the best shawarma places in the GTA and yet, of all the places we've tried, it is definitely the worst.

Went in around 4pm on a Sunday to grab two shawarma chicken dinners. It was when we got home that we realized there was only one salad and one serving of sauce. We called them and we were told to come back, which we did and once we got there, that's when we were informed that "after a certain time, the individual servings of salads turn into one big serving" and they only give you ONE serving of sauces even though you have more than one dinner.

I understand they want to save on containers, however, this should be noted for customers on the menu AND specified to customers when ordering. BUT, if more than one dinner is ordered, the sides should NEVER be combined. It's common sense for food ordering. If they ask the customer and it's requested, then by all means, go ahead.

The sauce is completely ridiculous. I have had way better shawarma at multiple places around the area, and they ALWAYS give you a serving of sauce for EACH dinner you order. It doesn't cost them much to add an oz. of tahini sauce and 0.5 oz of hot sauce for another dinner. Also, to note, this is extremely dry without any kind of added sauces, so the least they can do is add a serving of sauce for each dinner. This is common sense and every single place, whether it's shawarma, doner or any other kind of cuisine, always provides you with the applicable sides and sauces needed for your meal for EACH one of their orders. Again, COMMON SENSE and COMMON COURTESY.

My last issue with this location is: it took us calling them and having to RETURN to the location for them to tell us about the salad and sauces. We even asked the manager/worker: "Why didn't you tell us over the phone instead of telling us to come back?" No time was taken by the employee to ask specific questions: when did you order? what did you order? what did you receive? Maybe if they had, they would've been able to save us the trip. By the time we got home the first time, called them, got back in the car and drove back to their location, then drove back home... our food was cold and even drier. Clearly customer service is not an important aspect to this location, and for someone who has worked in customer service, this is completely unacceptable. It's the little things when dealing with customers and if you can't even have the ability to rectify issues over the phone before wasting even more of people's time, then you do not deserve their business.

All in all, I've had way better shawarma elsewhere and even though this was our first time at this location, we definitely will never be back. I suggest you check out the other shawarma/doner places around Vaughan as you don't have to worry about choking and you'll actually get what you pay for (and then some). Not worth...

I would like to bring the following information to everyones attention. I (as well as my family and friends) have been visiting SOFRA GRILL for about 6 years now (ever since it was opened), we have also ordered food for family events many times... I am sorry to say that EVERY TIME we have ordered food over the years there has ALWAYS been a problem with the order (first we used to ask for delivery, but these were so late that we have switched to pickups). Yesterday (October 14) I have placed an order for the 14 dinner catering combo (with all the salads upgraded as well as many of the entries), the order was confirmed for a 18:00 pickup, though I was there at 17:48 my order was ready only at 18:08... but more than that (as always) the order was incomplete, when I came home I have noticed that one salad-combo plate (6 salads) out of the 2 that come with the catering combo was missing, I called at 18:30 to advise and I was promised that the missing item will be delivered promptly (I leave 20 minutes away), at 19:30 (an hour later!) our diner was all but done (finishing desert), I called to inquire about the salad-combo to learn that the delivery was not even sent (Oksana said "you can't expect us to send a delivery of one item...") as a compensation she promised to place a credit for the combo (which we paid for and didn't receive!!) in the system under our name... she said that she has just sent it out to which I replied that we have NOTHING TO DO WITH IT NOW!! we have received the combo as our guests were leaving (19:50 1 1/2 hour late...!) we have also learned of several other credits that we had (from previous screw ups...) in the system under our name. All-in-all, as always, the food is quite good but the service and the response to mistakes were horrible!! I fear (and hope) that such attitudes reflect unauthorized decisions made by unqualified employees and not a managerial directive. But really, every single time, common !!...

I've been going to Sofram for over 10 years and I am so shocked and disappointed with my experience on Friday December 29 at 6:30pm. I placed an order online and paid in full with a generous tip at 6pm. I chose for the order to be picked up between 6:30-6:45pm. I received email confirmation that my order and payment was received by Sofram. I sent my nephew to pick up the order since I was sick. At first, they told him they could not find the order and no such order existed, insinuating that he was at fault for the missing order. They refused to check until my nephew insisted. Several minutes later, they suddenly found the order and proceeded to tell my nephew the order was not paid for. They refused to hand over the order without making my nephew pay again. They insisted he should pay even though he showed them proof of my online order and my online banking which showed the payment to Sofram in the exact value of the order plus tip. They told my nephew that they could not be sure they received payment despite the clear proof of order and payment. They said "it doesn't matter that you paid, we don't have proof we received payment" which makes no sense. They were rude and demeaning and told my nephew to call back tomorrow "to sort it out". My nephew and his wife are visiting from Ottawa and will now have to delay their travels to follow-up tomorrow for a refund that is not even guaranteed. With the food getting cold, my nephew paid and left only to see the order did not include the plates and utensils requested, a salad missing from the order, and the laffa bread wet and tasteless. I have spent THOUSANDS of dollars at Sofram and will be ensuring my friends and family will not return here and be scammed by this restaurant like we were this evening. I am appalled by the lack of customer service and professionalism. By seeing the other reviews, its apparent this business does not care about complaints. DO NOT ORDER FROM...