Roll'd Epping — Restaurant in Melbourne

On Wednesday 28th June 2023 I went to Roll’d - Epping Plaza and I met Steve and Keysha. They were amazing workers, happy to be at work. They were helpful, good at doing their job and would be the best workers to bring customers in with their beautiful smiles, manners and ability to sell food with their recommendations to suit each customer’s needs. They both had a welcoming and kind aura too. I was proud of them. They went above and beyond in customer service. As I have only been to Roll’d two times I wasn’t sure what was a popular choice. They both recommended the bbq chicken, roast duck, lemongrass beef, chicken breast and avocado. I decided to share my rolls with a friend and my partner and I ate the pork and prawn roll, but I felt like my roll was a bit bland. I feel like it was quite pricy as well.

Other then that I will come around to try out...

No matter what time of the day, no matter what is ordered it is always wrong or with things missing. That's if the online order is even accepted without calling through. We have not had one correct order. Even in person. We just today, ordered at 10:30am, had to call up at 11:30 to get them to acknowledge the order, then at 12:20, receiving the wrong order entirely.

We ordered through the rolld app, when we rang up to get a refund for an entirely wrong order we got directed to deliveroo. We didn't order with deliveroo, not sure why I have to chase a third party I didn't engage.

This reeks of...

When ordering through their website, they use third-party delivery partners for their food delivery. If something goes wrong, they do nothing to help the customer who is left without food or their money. They put the burden on the customer to sort out the issue with the delivery partner who then directs the customer back to Roll'd. Eventually we're informed that they'll sort out a refund with their head office and call us back, but no timeframe provided. Could be weeks...

No food, no closure on refund, no responsibility for sorting out the issues and several hours of our life wasted sorting out...