Wrap & Roll — Restaurant in Pearland

Been a fan of Wrap & Roll & a semi regular customer since 2017. I’ve brought friends, family, and plenty of business to them over the years. Tonight, my husband and I placed a pickup order there. My husband realized after bringing the food home that they had gotten the order wrong, so he called the restaurant and let them know. They said if he brought the food back, they would replace it. Stuff happens. Mildly inconvenient, but not a huge deal. Even though my husband had an additional half hour drive round trip just to get the food he ordered the first time. My husband is the kindest person you will ever meet. Extremely respectful to servers at any restaurant we go to - fast food or otherwise.

He came home from getting the replacement order and told me that everyone in the restaurant was being extremely passive aggressive. Arguing with him about what he had ordered, loudly telling each other that they shouldn’t even be replacing the order for him. Then, instead of replacing the full meal, they gave him a smaller bowl and only replaced the meat, not his rice. They literally scooped the chicken teriyaki off of the original rice and dumped steak on top of it. My husband and I are normally not the ones to complain. But what gets me is the nasty attitude that he was given when he came back to replace his order. We have given that restaurant way too much business over the years and my husband is genuinely such a kind person to be talked down to the way that he was. It’s enough for me not to want to eat there anymore.

Moral of the story? Stuff happens. Sometimes there can be a mix up with an order. I used to be a barista. I get it. People can be entitled and rude. But that is NOT the case with me and my husband. It’s okay to just politely own the mistake and fix it. He was not making a big stink. He just wanted the food that he ordered. So if any of the staff see this, try extending that courtesy next time....

12/15 arrived at 8:30pm-ish. We sat ourselves and the guy came over and gave us menus asked for our drink orders. The waitress came over after a few minutes and took our order. The kids got their food first. Normally service is great and fast, but not today. When the guy brought out the kids food he didn't ask if we needed anything else, refills, etc. The waitress never came back nor did the guy and we needed refills so we walked over to machine and got our refills ourself. At least 10 minutes went by after kids got there food and we were still waiting. So husband went to check and apparently the paper was still stuck on the window with our order. He said all the guys and girl were rolling up the silverware and the guys in back cooking didn't see the paper. Basically we were forgotten because it was closing time and they mentally checked out. I'm a nurse and I get it, you just want to go home at the end of your shift. But that doesn't mean you drop everything and start providing terrible service. I love this place and food is amazing, but this experience has deterred me from wanting to go back. Once we got our food, FINALLY, the guy apologized and still never asked if we needed anything, refills, etc. Which at that point we did (we drink a lot of water). Just horrible service. I had hoped they would offer to compliment our meal or at least a discount but they did not.

I also want to point out they have changed up the silverware, plates and tables. I don't like it. Some tables made of like a metal and when placing plates on it makes very loud clang noise. Also we got to go cups instead of the original plastic...

It's a shame that ever since I moved to Pearland the majority of my reviews for the restaurants here have been overall negative with this restaurant being no exception.

To start off with the service even for takeout unbelievably rude. I told the guy he was taking care of me that I was checking in to Yelp to redeem a 5% off coupon that they offered period he informed me that they didn't honor that and they hadn't for the past two years that "Yelp was keeping that on their page to force them to be members."

I told him that I thought that was very misleading and that as a person who is currently the general manager of a restaurant in Houston if Yelp or any other social media website with saying something or offering something that my restaurant no longer authorized I would make sure that that offer or that that statement was removed immediately.

This guy he was helping me and I imagine he was the owner was pretty militant. And when asked the question if I could have a to go menu told me that they don't have any which was absolutely ridiculous instead he redirected me to their Facebook page.

Every restaurant that I have ever been to his always had paper copies of their to go menu these guys should be no exception.

On the plus side the food is delicious and well-prepared and maintained its quality and heat on the way home. Too bad that this will be the first and last time that I will be going to to this establishment. Maybe if the people who helped me get some lessons in customer service perhaps I will come back one day but I doubt it as first impressions are the MOST important and these guys dropped the...