Osmow's Shawarma — Restaurant in Woodstock

Edit: commenting on the owners reply to this business being a small family owned business. I am curious about the reply hurting your feelings as based on a Google search, Osmows is a franchise, which differs from other restaurants that are small locally owned businesses and NOT franchised. Rather than getting defensive from my feedback and saying that my opinion on your quality of service has anything to do with you feeling unwelcome in the city of Woodstock and only being able to afford rent rather than home ownership, the appropriate response would be to thank myself and others leaving reviews as an opportunity to improve. I wish you luck in your business and hope you can take criticism and feedback as an opportunity to grow in the future.

Osmows has very subpar shawarma, with a very high price considering the quality of food. I went in on 05/23/2021 at around 8:00pm where it was just my boyfriend and I in the store, and shortly after, two more people. Despite not being very busy, our order was wrong. There was no pita bread on the side of our shawarma plate, the actual shawarma plate was missing extra sauce, spice and turnips as asked for, and our shawarma wrap had an absurd amount of lettuce on it, so much you couldn't taste the meat. The wrap was also missing all other veggies that we asked for and no extra sauce. I get mistakes happen, but with several mistakes in one order, I feel like the employees could have simply asked us again what we requested instead of taking a guess and missing what we paid for. I would like to say that the employees who work there have always been nice and they have a good attitude when it comes to taking orders, however, a part of good customer service means fulfilling an order accurately. Because of this, I would much rather go spend $25 and support a small locally owned shawarma restaurant...

24 Oct - Ordered via Doordash - chicken shawarma platter, lamb platter and a chicken shawarma wrap. The food arrived cold, the salad was frozen and soggy, asked for hot sauce on the side which wasn't provided and lastly the lamb was extremely chewy. I called the restaurant after eating and gave them feedback but the guy on the other end was least interested and gave quite a few excuses for each item. Wasn't ready to listen , spoke over me and was pretty arrogant. I wasn't looking for compensation but after paying $80 for a meal I expect quality especially as they have a good reputation. Anyway I definitely won't be ordering from them next time, certainly not. Poor attitude, no onus about anything and food was not good either. I was given a lamb platter on the house for my next visit but that doesn't compensate for my ruined evening. Update 12 Nov 2021 - I called the restaurant 6 times spoke to different people advising them of the issue that happened previously and all of them gave excuses stating their "manager" wasn't in and they cannot authorize any "free meal". Apparently they have a "wall of shame" which has customer names on it advising what went wrong and how the restaurant is going to compensate. My name was obviously not on the list, what a surprise! anyway it just seemed like I was begging for a free meal and they simply refused. All the staff I spoke to were extremely rude and arrogant. The so called "complimentary meal" promised was nothing but a lie and something to shut me up. Anyway will never order from this branch ever and I request you don't either and the staff attitude is just as bad as the food served! save your $$$...

Called to get my order corrected as it came incorrectly, no respect from the store all they did was argue, I’ve been ordering the same thing since they came to town and never had an issue, with my meal. They sent extra hot spice this time and then proceeded to call me a liar because they have on camera the way they made it-all I wanted was the meal the way I ordered so I asked why I had never received this spice before-they were very quick to dodge that question as I’ve ordered this meal at least 6 times in the past-with no hot spice. They refused to have another meal delivered-they did not refund my order, and were quick to turn the blame back on me-it’s pretty rare that I ever complain about restaurant food as I myself have worked in the business for more then 10 years, but the way they treated me-I will never eat their food again and I recommend you don’t eat there either, it tastes fine, but if there is ever anything wrong with your order, be prepared to fight for what’s right.

Edit To the Owner: they claimed to have called you and you told them they did nothing wrong, they actually claimed you told them if I didn’t like it spicy I shouldn’t order spice, I appreciate your very public apology-but I have no trust in the people who work there and honestly don’t trust them to make anything that I’m going to eat-I’m sorry your very rude employees ruined your establishment for me and...