Rolled Ice Cream (previously Rolls and Grill) — Restaurant in Pompano Beach

Where to begin.... If the owner of this establishment does not change her attitude this business will crash and burn. I stumbled upon rolls and grill this afternoon and let me paint you a picture of the lovely customer service I received from the OWNER. I arrived to the establishment where I was waiting to meet my boyfriend, when I walked in I WAS THE ONE to greet the staff with a hello to which I got no reply. I then walked to the back where the restrooms are located (the door was locked and available to customers only, which I completely understand) so I began walking back towards the counter when the owner stepped in front of me asking "can I help you?" in quite the disgusted manner and her attitude only got worse. I informed her, "Yes, I'm waiting for someone, may I please use your restroom?".. This woman looked back at me with the most unpleasant and confused facial expression and replied, "uh, I don't understand." to that response, I gave a chuckle and repeated back to her, "you don't understand?" she replied still flustered with a "waiting for someone? No I don't understand." I had to go on to explain, "I am meeting someone here and wanted to know if I could use your restroom in the meantime?". To this she completely turned around and continued her conversation with an employee. I stayed standing there for a good minute just waiting until she turned around and asked me YET AGAIN, WITH THE MOST AWFUL TONE, AS IF I WAS BOTHERING HER... "can I help you?" I then explained everything back to her and repeated my question AGAIN. She went on to tell me, and please keep in mind that this is the OWNER to tell me... "No you can not use the restroom until you pay for something, I have cameras on me and am being watched, I'll get in trouble." I could not help but just laugh and accept it while asking for a menu (I learned the menus are on the wall and this is a paperless establishment!) I looked over the menu and took a seat by the window, still waiting for my boyfriend. While I was sitting there I hear the owner talking to her staff saying, "apparently she's waiting for someone." her tone and whole attitude was just very judgemental. My boyfriend arrived shortly after that and we started discussing the menu, she did not greet him and it took her a while to even address if we had any questions. Once we asked our question she made a gesture signalling that she could not hear us and said "you can hear me, I can't hear you.". At this point the whole experience was just bizzare and comical to me. I was way past the idea of actually wearing here and spending my money here after the way I was treated. I even went back in and still received attitude. I asked her what her name was and she asked me why, refusing to tell me. This went on about three times. It was only when I told her my name that she told me her name was Jackie. Don't you think as the owner and someone is asking you your name you would be pleased to tell the person, introduce yours as the owner and find out what the issue is? ..I don't care how delicious your food is, if you are in the industry, let alone the owner, you should know how far and important customer service goes. It can make or break your experience. There were just numerous things that could have been handled differently. Even if I went in there with no intention of spending money, I don't understand how she expects to grow her business and get more customers if she treats people such ways. Jackie, I just hope you can be mature about this and try to realize how you can better people's experiences here. Don't be defensive and disregard this review just because it is a horrible one and try not to hurt yourself too bad with one of your review investigators. Good luck to you. Neat idea for a business just an...

this was my first time coming in and ever trying rolled ice cream. i came with my cousins and we all enjoyed the taste of our ice cream and watching the ice cream being rolled. however the service was a little off. it wasn’t awful but there is room for improvement. so walking in there was an asian lady and african american guy. maybe he was on break but he was sitting, not doing much, eventually going back to the dish pit. we didn’t have much guidance on how to order or what the prices were. so i just ordered the flavor and toppings for 2 ice creams and asked questions just to clarify, but the lady kept saying “i take the flavors and toppings after ringing you in. the price is the same whether it’s in a cup or waffle bowl. i don’t take flavors first cuz it’ll be confusing.” she wrote it on the cups after ringing us in so idk why that couldn’t just be written sooner. it ended up being like $14ish for the 2 ice creams, a little steep. usually when newbies walk in, you ask if they’ve been here before, guide them, have them ask questions. you control the interaction and ease of ordering,but she was more reactive. towards the end she was a little nicer. she put a teddy graham on our ice creams and poured the cream into the shape of a heart when she saw my little cousin watching. on another note they didn’t have a trash can. or i guess they did but threw that out early so what was left in place of that was a plastic grocery bag on the counter. idk why trash was taken out so early at 8,9ish when they close at 11pm. so little things here and there could managed better. customer service needs to be emphasized more. i’m rating this place 3 stars for now. i plan on coming back but to try food now. according to other reviews, it isn’t worth the price, but i’ll see for myself. i just hope the customer service...

Thank you for such prompt reply to my most recent review regarding your atrocious customer service. I find it shameful that you demean my review by claiming it was related to a question regarding restrooms when that was my girlfriend's experience, NOT mine (she will write about the restroom debacle on her own review) my experience was completely different and since you like to plaster customer's specific experiences to deter the atrocity of your customers service then let's go ahead shall we? it began with me simply asking if the flavors on the wall were tea flavors, to which you replied "what tea?" with the most horrendous attitude, then I followed "oh they are not teas? Then what are those?" to which then you proceeded with the most condescendant look possible to reply..."They are ice cream" being said as if I am supposed to know this by default, even though your sign of flavors does not state this at all. If you truly mean for us to give you a fair chance and actually try your stablishment, please post when exactly are YOU NOT working there? That way I can actually provide a review as a paying customer....