Shawerma Plus (Shawarma) | We Deliver! — Restaurant in Waterloo

--- UPDATE ON Sept 3, 2024 ---

I went today. I ordered the 1 wrap and drink, and insisted to pay for the drink. The owner refused to take the payment and added 1 more wrap and 1 baklava dessert to the order.

I do appreciate that he took the time to explain in-person what he found in his investigation and apologized. Thank you to him and team for the complimentary meal!

--- UPDATE ON Sept 2, 2024 ---

The owner and I spoke by email. They apologized and offered a complimentary meal worth $20 and a refreshment drink. I said I'll take only 1 shawerma wrap and I'll pay for the drink.

I do appreciate the owner carrying out an investigation and responding promptly with their findings. Part of the issue on Aug 31 was due to some technical challenge. I do also appreciate that they offered the meal and apologized.

I recommend readers to weigh this update in consideration when reading the review. I'm changing my rating from 1 star to 5 stars.

--- ORIGINAL REVIEW ON Aug 31, 2024 ---

I highly advise anyone against going there! I'm a regular to the place since 4 years but they just lost a customer today. Extremely disappointed and disgusted. What I'm describing below happened to me on 3 separate occasions.

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Today, I ordered and paid. The food server skipped me in the wait line to serve food to 6 in-person customers and 3 online orders. I got served 47 mins later!!! Meanwhile some in-person customers came after me and they got served within 4 mins (They ordered exactly like me, not online/fast orders). What's more - the server gave me eye contact several times while serving others, fully aware I'm waiting him.

A few customers waiting in the room saw this and straight up started staring and laughing at me. I went to the cashier. He checked in with the server and the server just stared me in my face as if it were no big deal. The cashier came back and didn't even say sorry. He served my food after a few mins and added a small can of soda pop to my order (which I believe is meant to be a form of pseudo-compensation). They also messed up my order by adding so much hot sauce in the food that I didn't ask at all. It was so difficult to eat. Then the soda pop was just extra insult to the situation.

The unit price of a soda pop is $0.6 (reference from Walmart catalog on Aug 31, 2024). Min wage is $16.55/hr, so the wait time cost is $13 (= 47/60 * 16.55). In what world, is $0.6 a fair match to $13? Also, I bought two shawerma (for me and a friend), so the one pop would be for only 1 of us?? Extremely poor customer service!! At the very least say sorry and offer a proportional compensation, like a shawerma ($11) for free -- given I bought two.

I didn't even bother arguing with the cashier/server. It was so amateur and laughable the way they handled this! The exact situation I described above (of being skipped for other in-person orders) happened to me two more times in the past. The wait time was 25-30 mins - with no compensation (like soda above) and no sorry. I still gave benefit of the doubt in those times, but the third time today is completely unprofessional.

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To sum up, 3 recurring incidents, 30 mins wait times, getting skipped for other customers, messed up orders, no sorry, little to no compensation. I don't recommend anyone going there!

[Transaction id: 3457624,...

in response to the reply below

Thank you for your attention and reply! I appreciate the clarification regarding the online promotion for 5+1. I would recommend clarifying this with the rest of the staff as well for improved consistency, the reason I say this is that we have always received this discount whenever we ordered in store for take out multiple times in the past. Every time we ordered, the person at the register would clarify that if we ordered a few more and hit the minimum 5, we would get a free shawarma. Furthermore, my concern is that today, the staff member did not clarify what other promotions were in effect, if any, even though I asked multiple times. It was quite dismissive and not at all the service we are used to receiving at this store. Interestingly enough, one of my friends ordered 4 shawarmas a few minutes later and this time there was a random “2 for $16.99” promotion applied. I personally do not care about a few dollars off here and there, however, what upset me the most was the lack in consistency in the service and information provided. I think everyone would appreciate clearer language surrounding “promotions” if your store does hope to have them in effect. Hope this helps! Looking forward to your famous tea once the weather cools off.

I’ve adjusted my review for service from 1 star to 3 stars per the timely and concise reply below

We used to come here quite a lot, most recently we got take out from this place 2 weeks ago, and everytime we came, there was a discount in place where for every 5 shawarmas you buy, the 6th would be free. There was always tea and some snacks in the place as well for everyone that stopped by. Today, the young girl at the cash register said they don’t do the 5+1 discount anymore and “they haven’t had done it in ages.” There was also no tea or anything else present. It was interesting that the receipts still indicated that the discounts are in effect, as you can see on the photo attached, however the staff denied it and even said that she checked with the manager and confirmed there is no discount. Not sure if we will be coming back to this place… it really...

We've been their customers for years , despite the slow service the food most of the time is good .last night I wanted to cut the waiting in the restaurant so I made the order online for pick up and paid online.when I went for the pick up the platter we ordered is $6 cheaper in the restaurant and they (used all excuses) for not price match the price . It's dishonesty that costed them a regular customer. Reply to the store response, The main Problem is that every employee in the store is saying I don't have permission to do anything, it's like I'm dealing with the government, you guys wasted my time, my food is getting colder because of a store mistake, having consistent prices is more important than saving money because consistency tells us alot about the store integrity, now I have to question the prices accuracy Everytime I want to place an order online, you should have someone in the store who can make quick decisions to fix problems rather than asking the customer to wast his time by calling the owner, the fact that the owner has no trust in his employees to fix problems is not going to help the customer, we had to ask for drinks because we were denied our right to get the $6 money difference, so the drinks is not our first option but we had to deal with your slow Iincompetant customer service process, Thu I share this feeling about your poor customer service with other friends so on the bright side we told our friends about this incident which brought laughter to our night. Sorry if I'm harsh but this is...