Rolls N Rice

Hi Rukmani, Thank you for taking the time to share your feedback. We’re sorry that this experience led to disappointment, and we appreciate the opportunity to clarify and improve. To address the packaging first: we have recently changed our fries packaging from boxes to **paper bags**, as this helps keep the fries fresher and prevents them from getting soggy. After reviewing our CCTV footage from the time of the order, we can confirm that the fries were **placed in a white paper bag first**, and then put inside a **white outer polythene bag**, which is our standard takeaway carry bag. There was no intention to use a bin liner or inappropriate packaging. That said, we understand how the appearance may have caused confusion or concern. We would also like to be very clear that we **do not discriminate or alter our service based on appearance, attire, or language**. In fact, your father was impeccably dressed, and he was treated the same as any other customer. We take accusations of classist behavior very seriously, as they do not reflect our values or how we operate. Customer feedback matters greatly to us, and this situation has highlighted the need for clearer communication. Going forward, we will ensure that customers are **given a choice in how they would like their fries packed**, so expectations are clear and comfortable for everyone. Additionally, we are in the process of moving away from plastic altogether and plan to introduce **cloth takeaway bags in the new year**. We truly regret that this visit did not meet the standards you’ve come to expect from us. We hope you’ll visit us again and allow us the opportunity to provide the level of service we always strive for. Thank you again for your feedback—it helps us do better.

Hi Rohan, Thank you for sharing your experience and for your support as a Local Guide! We’re so glad you enjoyed the chicken and paneer rolls and felt at home with our atmosphere and team. Your recommendation means a lot, and we look forward to welcoming you back soon!— Rolls N Rice Eastcote Team