Osmow's Shawarma — Restaurant in Whitchurch-Stouffville

I recently visited this location and had an unfortunate experience. I ordered the Veggie Philly Steak wrap, which is clearly listed as a Beyond Meat option on the menu. However, the person taking my order, who was speaking quickly and didn’t clarify anything, mistakenly assumed I said "beef steak" and prepared it with real meat—without me ever mentioning beef.

As a vegetarian, I was shocked to realize after a few bites at home that it was real meat. I immediately called the store and explained the mistake, saying I’d be coming back with the wrap to get it replaced. When I returned, I explained that I had ordered the veggie version, and the staff member argued that I hadn't said "Beyond Meat." I reminded him I also never said "beef"—a simple clarification on his end would’ve avoided this altogether.

When I asked if the Beyond Meat Philly wrap comes with Philly sauce, he confirmed it does—so why assume I meant beef just because I mentioned the sauce?

He eventually offered to replace the wrap at no additional cost, first suggesting falafel (which I didn’t want), then finally preparing the Beyond Meat version. I had to wait 15 minutes for it, which I was willing to do. But while waiting, another issue unfolded: although it was only 9:30pm and the store closes at 10, a couple who had just received their food were told the seating area was closed and were forced to leave as the staff began flipping chairs and cleaning. That felt incredibly unwelcoming.

To be fair, the staff member did apologize for the mix-up when handing me the corrected order—but overall, the experience was frustrating. Miscommunication happens, but it’s important to listen to customers carefully, especially when dietary preferences or restrictions are involved. It's very expensive these days too to buy out, and I paid almost $40 for 2 large wraps(when I originally picked up my items) and when something like this occurs on a pricey item, you could only expect quality service to go with it... Not the case. You do not buy what you...

• Update New Management * This used to be a great place to get food but since the new Management took over the customer service is way down (see my old review below) I moved to Stouffville 2 years ago and this was my weekly spot to go. Now management does not care about loyal customers who have been supporting this location. I have always ordered food for me and my wife who is a vegetarian. They always made a special order for me as all she wants is the pita wraps with veggies and sauces. The old Management would even give me a deal... now the new Management won't do any special deal for me and even when I want to pay for falafel and get it on the side they won't do that either, they are ok with charging me over $20 for 2 Pitas with lettuce tomato and sauce, they don't care about their customers - this type of treatment is disgusting and greedy. I'm not asking for a special deal... like I used to get, just the ability to order what my wife wants. Will not be coming back unless new Management makes things right! - Management it's up to you now to respond and see how you take accountability of your decisions.

Old Review under different Management: This Location is the best!!! I have been to many Other Osmows locations and this one stands above the rest. They care about the food they make, food is of the best quality, they care about their customers. 5 stars! Best...

Order was placed through UberEats. About an hour and a half passes, and it's still being made. I get fed up waiting and drive to the store to find out that the person working there didn't complete the order on the UberEats app, so my food has been waiting on the counter for over an hour and is now cold. This exact issue has occurred several times already.

Today, the same thing happened so I called to ask if they forgot to update the app. The person working there gave excuses that made no sense. They said, 1) the salad was frozen, so we're waiting; and then immediately said after 2) it's rush hour, and the owner says that we have to prioritize walk ins, so we're working on those. I gave them the benefit of the doubt, then immediately after hanging up, my order was magically completed and a driver was sent to pick up the order. I can't say for certain, but it seems pretty apparent that they forgot to update the app again. Instead of just owning up to the mistake, they have to make up lies and belittle the customers.

Other times, I've received incorrect orders, luckily UberEats reimburses for that.

It's sad to see such a great franchise being tarnished by a few bad employees. I think they need to be reminded or retrained.

Edit: After the owner response, I've since ordered from this store several times and have had no issues so far. I'm happy to see franchise owners who actually care. I've...