Roll'd Doncaster — Restaurant in Melbourne

I had an extremely disappointing experience at Roll’d Doncaster during a Saturday lunchtime visit. While waiting in the queue, I noticed flies inside the display cabinet where the rice paper rolls were kept. To my horror, these flies were landing directly on multiple rolls, which was not only off-putting but also raised serious health concerns.

Despite this, the staff seemed too preoccupied with serving customers to address the issue. There was no attempt to remove the contaminated food or even acknowledge the problem, which was incredibly concerning from a hygiene and food safety perspective.

This experience left me feeling disgusted and uneasy, and I cannot bring myself to return. Cleanliness and food safety should be a top priority for any food establishment, and unfortunately, Roll’d Doncaster fell far short of meeting these basic expectations.

After this unpleasant experience, I tried reaching out to Roll’d’s social media team to address the issue, but they showed no interest at all. Instead of addressing my concerns directly, they simply asked me to email them. Honestly, I wouldn’t bother. I’m not your manager or your staff—it’s not my job to chase after you to care about your customers. If you don’t care, I won’t care either.

This kind of attitude, combined with the hygiene issue, makes it clear to me that Roll’d doesn’t prioritize their customers or their standards. I wouldn’t recommend this...

Clearly they have alot of new staff, which is fine we all understand a learn curve, but when not a single person working seems to have any experience or knowledge that's when you have issues. Staff constantly walking around with blank expressions not sure what to do, and going back and forth in the store as they are constantly forgetting things or getting the wrong items to customers. The third time I've been here in the last 2months, each time giving them the benefit of the doubt, but it's become ridiculous. Every order I've had has been done incorrectly, and seems customers that have been waiting in line with me have had the same experience. We might even be able to let this go if the food was good, but every time the quality is decreasing. For example from my most recent visit, I ordered the crispy chicken ribs as a side, the staff taking the order didn't understand what I wanted, then I saw the staff member making the order who had to constantly ask what to do, and what I got delivered was chicken ribs that seems to have drastically decreased in size with each rib being smaller than my thumb, and nothing like advertising (pics attached for comparison)! I had also asked for a rice paper rolls and was so sad when opening the box to see 2/3 rolls were already broken with a negligible amout of meat and...

This new shop has a good quality food, but they still need to sort out the service.

I made an online order, money was charged and confirmation email was received. A few minutes later, I received a second email saying the order was rejected because they were closed. I still went down to see what was going on and found that they were open. I explained to the manager what happened. He kindly apologised for the inconvenience and fixed the problem. I walked away happily with my order, plus a few free rolls. We all liked the food.

The kids and I loved the BBQ Chicken Banh Mi, my wife liked her Low Carb Tufu Rice Paper Roll.

We will order from here again and we surely recommend it. I'm sure they'll sort out the service issues soon as they gain more experience. It's not easy to find well trained staff...