Roll'd

If I could give negative 10 stars I would I never have any problem with rolld and I have always love their rice paper roll yesterday I went to the one in Woden and had two garlic prawn rice paper roll and got serve food poisoning that I had to go emergency hospital it was the worst pain Ive ever felt in my life. I think I’m completely scarred with the rice paper roll.

I used to like Banh Mi from this Woden branch but it is not like the quality they used to have in the past. Bought 3 Pork and crackling Banh Mi take away today at lunch time. Too much carrots and little meat AND there were no crackling in any of the rolls. Oh and barely any sauce or paste there. Disappointed.
Edit: photos as requested. The meat of just on the outer rim.

They definitely reuse their crab crackers from the previous days. Stale and disapppinting. Inconsistent food quality. Sometimes the pho just tastes like water, and other times it's the right flavour but cold.

Grabbed some lunch here today. Soldiers are nice but the filling to pasta ratio could be a little better. Just a little more filling would be great.

3pm on a Saturday, not exactly peak hour for food, waited 20 minutes for a bun. Not sure how the 5 employees I could see couldn't have put some lemongrass beef in a bun in less than 20 minutes.

Rice paper roll with soft shell crab was average and crab was little smelly probably crabs were not washed properly

I don't enjoy leaving bad reviews, so I hope this is helpful.

I went to Roll'd Woden for the second time in two years yesterday and my experience was as follows.

I ordered via the Roll'd website (not menulog) at 12: 05 and was told my order should be ready at 12: 15.

I arrived at 12: 25 and went to one of the two staff madly packing delivery bags. They asked for my order number, which I didn't have because I didn't order via menulog, then asked for my name and looked at the screen in front of them. They couldn't find my name so they asked thier colleague for help. The other employee pointed to something on the screen which seemed to resolve the confusion. I was then told it was being packed and that they would call my name when it was ready.

I sat down and spent the next 30 minutes waiting for my order and watching two staff operate organically, without any clear processes, while one staff member operated completely calmly doing things that seemed unrelated to the orders coming in.

Orders were made partially, then left on the counter in random parts, only to cause confusion about what was missing, or create concerns about soup hottness when a delivery driver asked for a status update after 10 minutes of waiting.

When incomplete orders were identified, missing parts were made on the fly by the counter staff.

New orders didn't seem to get to the kitchen staff unless they personally took the order at the counter.

One order was given to the wrong driver, he returned it 10 min later, then it waited for 10 min before being picked up by another driver.

The staff made food frantically, smearing ingredients together to get it out the door while a growing backlog of orders lead to an increasing number of lingering delivery drivers.

For about 20 minutes I failed to care for my growing hunger as I became engrossed in the battle that was this small teams' efforts to overcome a complete lack of process in the face of relentless orders and impatient delivery drivers. I began to feel emotionally invested in their struggle. This was a tough day for the team.

After 30 minutes of waiting and watching, the mob of drivers dissipated and I went to the counter for an update on my order. I provided my name but my order didn't come up, then I showed my order email and the staff member realised that my order was in a different system to the one he was using.

My order had not been prepared. And when that realisation registered on his face I quickly offered to accept a refund and desperately, for his sake, wanted him to give it to me. But, no, this could be, like the orders before me, dealt with immediately as a matter of priority. He moved swiftly to the kitchen to prepare it himself. The preparation was indelicate and frantic. My food was born in a war zone. I felt for the guy. I felt for all of them - except for the calm one; why was she so calm and uninvolved while her teammates were under siege? I accept this as a question that I may never know the answer to.

He gave me my order, apologised for the wait and I left.

The food was okay given all that had happened.

I contemplated what the business could do to improve while I ate. I landed on the following ideas and I hope they are helpful.

1. Review and rationalise your order taking systems so you just use one. Currently it seems like you have 3 (in person, menulog, the Roll'd website). Each system require your staff to handle each different type of order differently. This creates points of failure, creates unnecessary confusion, and requires more labour to manage. I recommend using menulog for all orders while there are still lockdown restrictions.

2. Build an end-to-end process that covers everything from the order being received to bagging the order. Identify which staff member does what, clearly define roles and responsilities, do training, test runs, then have a few days with a coach or a manager before letting the team run on their own.

3. Plan for different types of service failures and prepare set types of responses for when they happen.

Food (ie.pho, rice rolls) are fine. The problem is the reliability of the orders being filled correctly, the unprofessional counter staff and the unreliable Roll’d app.
On four occasions, there’s been stuff ups with my order:
1) the app allowed me to push through an order, then I got a call much later to say sorry our kitchen is closer and we’re not taking anymore orders
2) the app allowed me to order a particular item which I’m later told that the shop has run out of
3) the app said that the order had been processed, but then I received a separate email to say payment didn’t go through, so I ask at the counter about the order to which I was rudely told they didn’t receive the order and the payment failed. Consequently, I re-ordered and paid. Then I later find on my credit card statement that the app payment had in fact been processed ie. I had been charged twice.
4) I went to pick up an app order and repeated what was on the order to the shop assistant. She mustn’t have been paying attention because I later found after we got home that she omitted two items, so I phoned to tell them and that I was returning to pick up the missed items. No apology was provided. (But I let them have a piece of my mind when I picked up the items)

They seem to have a really poor track record with us and need to pick up their game.

Best place to eat! Staff are so amazing and they really deliver amazing customer service! The food is sooo good healthy and light!

Weighted more then 30 minutes.
Uses the same tong for everything.
It was disgusting.

Ordered Pho and dumplings. Wasn't offered a spoon nor a tray. They told me they had run out. I asked how could they sell soup without a spoon? They said i should ask for a spoon at another vendor. NO I stood my ground and waited while they got me one. Then, without a tray I dropped some of the soup and sauces on the way to my table. The effort was wasted as its the worst Pho I've ever had. Dumplings were nice.

Do not order via menu log as you will always get missing items. 4 out of 4 orders have had missing items. Do not use menulog.

Rolld has almost ruined my love for Vietnamese food with their pathetic excuse of a 'Banh Mi'. I normally go to a different place for Banh Mis, however I found myself in the Philip area and decided to go to Rolld there. Their Banh Mi was disgustingly dry as it had no Mayo or Pate. Furthermore, the off-putting smell was more worrying as it really seemed as something they used had expired. Not only am I DISGUSTED by the quality of this $9.50 roll, but I almost feel DISGUSTING from the few bites I did have and hope to God I am not sick later on. Never buy a Banh Mi from Rolld.

Slow and expensive.

Chicken Banh mi on a small fresh roll $9.50.missing pate and mayo.

Ordered for a vegetarian roll in DFO Canberra outlet. I started eating and realised it was BBQ chicken. Approached them, and to cover up they said the person took a wrong order. Watch out.this has happened for few of my friends

I odered via menu log very regularly. Every order recently has been missing items. I have order so many times with no issues and been a loyal af customer. I called the restaurant directly and they took my details down and promised the items next order. I left a not as well and they flat out lied and did not inclide the items. Sick of throwing cash at them while not honouring orders or promises or valued customes. I will no longdr be a customer of this pathetic experience.

Dishwater would be more tasty than the Pho they serve here. Overpriced food. Hard to even call it Vietnamese.

OMG the Roll’d Vietnamese Street Food is the best that I had Pho Soup with Beef and rice noodles also 2 Rice Paper Rolls are 1 was BBQ Chicken and 2nd Lemongrass Beef and they all were divine. Thank you Roll’d staff it was an amazing lunch and we will be back!

Waited ages for my BanhMi. Asked twice how long and when the back of house handed the Banh Mi to a tallish gentlemen wearing glasses. He the. Placed it down and continued doing something on the computer abd then talking to a non-customer.

It wasn’t until I walked up the third time that another staff member (who was friendly) confirmed the roll was for me abs the. Handed it to me. It was around 5minutes between kitchen to me actually getting my roll.

The Banh Mi itself was “fine” but would have been nice if it was hot.

Prices a reasonable but not somewhere to go if you want good customer service or a quick bite.

They started good but it seems like they lost their touch. Soup taste less favouring to the point it tastes like just hot water. Noodles are precooked and it tastes soggy. Meet smells of blood and bad odour. The usual waiting time is 30mins plus.