Sultan's Kebab — Restaurant in Pleasanton

My family likes Shawarma from Sultan Kebab and I ordered a few times from this place. I like the food but service, especially pick up process needs to be improved in my opinion. Today, my order seems to be stolen by somebody and I needed to wait for additional 30 minutes to get my order. Among many, 1. employees don't seem to care why someone is standing in the restaurant and looking at them. I saw guys looked at me and smiled at me back but I am not there enjoying looking at their faces. I am waiting for my order and I already told my name. The guy standing by pick up shelf keeps changing and they don't seem to remember my name. When new order is delivered, the employee by the table asked the first guy for his name but stoped there. I was the guy but he didn't ask me. Basically, customer needed to actively remind name to get order. When one person is standing, fine. When multiple persons standing, nightmare. In Mother's Day, there were many waiting for their order and I saw guy asking if that's his order, but he was standing a bit far, walked up to ask if it's his order, other customers were very upset thinking this guy is cutting the line, raised his voice, and gave sarcastic comment, as if he is going to start the fight. Hall is small but too many waiting. 2. Location of pick up table is not ideal. Customers waiting for their order tends to block pathway to table and kitchen. Because of this, waiting customers need to keep moving back and forth. Very very chaotic. I don't like if owner of this restaurant try to give impression that this restaurant is very busy. Then he is successful. I needed to bump up other customer as employee push cart toward me and I needed to move then hit other guys shoulder unfortunately. Why not, place one employee handle all pick up order? Then order won't be stolen. I saw one bug left on table ordered only salad. I suspect that's order of the guy stole my order. Today is his lucky day. My order is big. Much bigger than salad he...

Ended up giving 3 stars for the service experience (twice) but food is excellent. We tried the combo shawarma plate, Adriana kebab (lamb & beef), macaroon, rice pudding and tiramisu. Tiramisu was OK (it was dry) so would not try again but everything else was 8/10

For the service, first time around, we had ordered at the counter and the waitress said food and desert will be delivered to our table and we got seated. Food came promptly and our number was taken from our table. We thought after we eat the desert would come. But our plates were taken and we waited several mins for someone to bring desert. Ended up going back to the counter and asked for desert. They didn’t even remember what we ordered. After mentioning our desert order, it was brought to our table and then again they missed the macaroon. Had to go back again to the main counter to ask for it. Note, it was not busy. It was at 8pm on a weekday and only one other family dining in

Second time around, called before leaving and asked whether they would let us dine in at 9:45pm. We were told yes since they are open till 10pm. Drove for 30 mins to their location only to be told we can’t dine in as the kitchen closes at 9:30!! We told them that we checked with you before coming so you shouldn’t have told us to come here. Regardless, they were out of the chicken shawarma so we left hungry and very...

Lots of changes since the old days at Sultan's. Inside has been completely redesigned. Very few tables to eat in on the casual, take out side. Outdoor tables are very tightly packed red benches, which are comfortable, but super close to each other. Impossible to sit down without having to move the table or heavy bench. House Falafel Wrap was ok. Not much lettuce or tomatoes (don't recall if there even were tomatoes!). Salad was fresh, but needed more dressing or to be better tossed, as much as much of the greens were missing dressing. Fries were good, decent portion can be shared at the table. Rice was good. Portions much smaller & prices went up again. Wish they would bring back the soda fountain machine that was once there. No refills on canned soda, of course, our family really would like lemonade or ice tea with refills. Food runner forgot condiments we requested, we politely reminded her, she them got them after we were half way through our meal. Wish there were vegan pastries! Good assortment, but we couldn't eat any as they all had butter or milk from what...