Osmow's Shawarma — Restaurant in Whitby

I really hate leaving bad reviews. I really do. I am hoping that this feedback gets to the owners because there is potential.

So here goes...

The Good: *Customer service, on google messenger, they were fast and polite. *Ordering was easy and efficient *Portion size was great *The food was edible and we ate dinner. The falafel balls tasted great

The Bad: The garlic sauce tasted like Ranch Dressing The Tahini was thick and gloopy. The chicken seasoning was meh and not what you'd expect from a shawarma joint The rice was not traditional also and a lot of the toppings you would get from a traditional Shawarma place were missing from the platters. (No roasted potatoes, garlic sauce and Turnips were an extra cost) and the salad was lackluster, but the Fatoosh chips were good.

The Ugly: Price: Comparing to top places in Ottawa and even versus Shawarma 401, it was astronomical. We ordered 2 chicken dinners, a falafel dinner a chicken and fries for my little guy and a side fries and it was $83 before tax. In comparison 401 has a family meal for $40 before tax and it gets our family 8 individual meals and the food is lights out. (New owners there so I hear, so unsure if the new stuff compares to the previous owners) So double the price for the same food, minus the staples listed above. The ingredient cost is similar minus the potatoes and the extra charge items, so we were unsure as to why the cost was double.

Delivery: This was a tough one. We ordered in advance for a 6pm delivery because we wouldn't be available until then. We got a text saying the delivery would be complete at 5:59pm. The driver arrived at 5:45pm as shown on our cameras, no text, no doorbell ring, just a drop and goodbye. Animals actually had to be shooed away when I retrieved the food. I immediately messaged them over Google and although nice, the blame was placed on the 3rd party delivery service. Now I get that each company has their own issues, however, you have contracted them to do a service for you representing your business and therefore the buck stops somewhere. They asked if a complaint needed filing with the delivery company, but we didn't see that going anywhere and we had already started eating.

Conclusion: My kid liked liked the chicken and fries, but overall the experience was low in comparison to other Shawarma joints. Perhaps we will give them another try if some changes are made.

Good luck and we wish you...

I'd like to express my dissatisfaction with the service I received from the 3050 Garden ST Whitby, ON. I placed a sizeable order for delivery for myself and some coworkers on Sunday September 3rd, order #7010. The order arrived much later than it was supposed to as the store was having issues with their online ordering system apparently. I was only made aware of the food being late thanks to the 3rd party driver whom contacted me. Regardless, the food was delivered when it was ready. We noticed on unpacking our items that a Chicken Schwarma wrap was missing from the order. I contacted the store and first spoke to an employee who quickly passed me off to someone who identified themselves as a Manager. I explained the item was missing and was offered first offered to have the item prepared and I could come to the store to pick it up. I explained that I worked at a hospital and was unable to go to the store, hence ordering delivery initially. The Manager then changed his tune and advised me he remembered the order and that all the items were packed. I continued to explain numerous times that I was missing a wrap and seeking reimbursement, to which he continued to state I was wrong as he had packed the order himself. With continued back and forth about the missing item and his refusal to acknowledge a potential mistake having been made with the order, he then resorted to blaming the delivery guy, telling me that the delivery driver must have stolen the wrap from the order. I advised him at that time that the bags were secured with the sealed stickers and all appeared to be intact and untampered with. As I was becoming quite frustrated with the conversation, I asked how I could be reimbursed for the missed item. The "Manager" then advised me he would call me back "later". I have never received a call back in regards to this issue.

My main issues with this transaction are that the manager would not accept that an error could have occurred in packing my order and resorted to basically calling me a liar, then blaming the delivery driver for stealing the item in question. On top of that, one of my coworkers went without a lunch that day and we were out the cost of the wrap ($15). Overall just very unhappy with this transaction and service. I should note that the food...

I placed an order for three Chicken on the Stix through SkipTheDishes for delivery. The app initially estimated 72 minutes, which seemed excessive, and it remained stuck on "Osmow’s is preparing your order" for 30–40 minutes. When I called the location to check on the order, the employee confirmed my order details and said, “It says on our end to wait 60 minutes, but we’re sorry—we’ll make it in 5 minutes.” I accepted this, noting that we were in the middle of a snowstorm, making in-person pickup difficult. Fifteen minutes after that call, a driver was finally assigned, but then the app suddenly reverted to saying "Osmow’s is preparing the order," and the estimated time jumped from 32 minutes to 90 minutes. I called again, and another employee told me the food was now ready, but then incorrectly stated that my order was for two Chicken on the Stix instead of three. After correcting her, she assured me it was fully prepared. Given the delivery app’s issues, I decided to send my brother to pick up the order in person, especially because it was ready. However, when he arrived and provided the order details, the employee only handed him one Chicken on the Stix, claiming that the other two were never made because they were "too busy." To make matters worse, she admitted that a delivery driver had actually arrived but left because the order wasn’t ready on time (explains why the assigned driver disappeared from the order on my app). This entire experience has been incredibly frustrating—the staff repeatedly misled us/lied to us, wasted our time, and showed a complete lack of professionalism. After waiting over an hour, we received an incomplete, cold, and stale order. AVOID THIS LOCATION.

Edit 1: Good to know that the head office is considering this incident as a serious one (photo below). What happened was...