Roly Poly Westplex — Restaurant in Bloomington

Update - I decided to try out Roly Poly again and was pleasantly surprised. The food was perfect, hot and fresh, and when I went in, the person behind the counter (I think maybe the owner) was super friendly and very personable. He even gave me a free drink to go, just because, which was unexpected and incredibly nice. I was very impressed and happy that it was better than the last time I went which was a LONG time ago (5 years). I'm sure a lot has changed in that time, but I will definitely be going back so anyone out there that has had a bad experience in the past, I highly recommend giving them a second chance because they rocked it.

Horrible Customer Service, and I will never return. I only rated it 1 star because I had to rate it. I ordered food for delivery, and when they dropped off the food, there was some commotion going on in my office, so I didn't realize they forgot our drinks until after the delivery guy was gone. I tried calling the store for 15 minutes, and the line was busy the entire time. The phone number on the website is also wrong. I decided it wasn't worth it, so I opened up my sandwich, to find onions on it, which I clearly asked for to be omitted, and it was even printed on my receipt. At that point, I tried calling again, and was miraculously able to get through to someone. They asked me to hold, and put the phone down (not on hold, mind you), so I could hear everything going on in the background, and was left on 'hold' for at least 5 minutes. At this point, I decided to just drive to the store. When I got there, they were barely apologetic, and acted like they didn't know why I didn't have my drinks. They re-made my sandwich (so now I've waited TWICE for my food), and when they came out, she muttered a 'Sorry', and handed me a card for a free half-sandwich. I asked for some free cookies, and she said I could have the free half-sandwich. I told her I ordered a whole sandwich, and the least she could do was give me a free whole one. She literally rolled her eyes at me and sighed and handed me a second free half-sandwich card, and wouldn't give me anything else. Terrible...

I have to admit I was a bit disappointed by my experience here. I’ve heard great things from other friends about this place. The checkout process online was a bit frustrating, they make you put in a tip or select “no tip” if you want to proceed through the checkout process. That’s different than other online stores I order from where the tip is often optional and doesn’t need to be clicked through.

Since I ordered online, I also paid online. I picked up my sandwich with no issue and then ran some errands. When I got home I realized my potato salad was missing. I’ve contacted corporate for a refund and will update this post if received.

Lastly, the sandwich itself was OK. It’s almost $10 for a sandwich wrap and that would be OK if the wraps were filling. Neither me nor my fiancée found them to be that filling but they were tasty!

Overall, this place is too out of the way and just not worth it, in my opinion. Likely won’t be back.

Edit: Within less than 3 hours my entire order was refunded (absolutely not necessary as I was just asking for my potato salad fee back but welcome nonetheless). Additionally, as you can see below, the owner responded very professionally and kindly. I have changed my rating from 3 stars to 5 stars based on Roly Poly's efforts to rectify my experience. This is some of the best customer service I have received lately (understanding that everyone is short staffed). Keep up the great work Tom and Roly Poly team, I will stop by again to see if I can find a wrap more suited...

Employee or partial owners of this store were working the counter, and we're very polite, inquisitive, and friendly. They made my my food exactly how I wanted it and spent the rest of the time asking me questions about myself and making a small talk. Loved it! I suggest#52

In that, I am adding an update to my existing review.... It is now at least 6 months to 1 year since my original review was posted. I still stop by Roly Poly every now and then. The last time I went, I was surprised to find that the bacon which comes on the #52 had been (accidentally) forgotten. I could have called to complain, but I decided to speak to someone in person. Fast forward to my next visit.... I arrived to find the owner working behind the counter again. I was greeted heartily upon my entry. After I explained that I had gotten a wrap with no bacon, the owner ( who listened intently the entire time I spoke) seemed genuinely apologetic that my meal was less than perfect. He immediately offered to replace my wrap for free. He offered me chips, a drink, or a cookie for free as well. Their cookies are some of the best, so I did take him up on his offer. The owner, Jared Drake, then gave me his phone number (he was out of business cards) and told me if anything was ever amiss again, all I'd need do is call him, and he would take care of it. Now, that is what I call customer service, folks!! That kind of service will keep me coming back for...