Item: Braai Culture - The Home Of Braai
Rating: 5
Author: Stephan K

SK

Stephan K's updateReviewer Update

31 Jul 2018, 12:01

Update (01/06/2018): It turns out that my fireplace did arrive as promised, but it did so without as much as an instruction/installation booklet and also lacking the necessary connections if you want to use rubber tubing to connect it to the gas supply, thus making self-installation for the average DIY-er very difficult. Update (31/07/2018): Received a private reply to the previous post from braaiculture.com today apologising profusely for the situation with my order, offering some form of compensation and also promises that systems have been altered to prevent a repeat in future. While I did manage to get the fireplace converted to use rubber tubing (in stead of the copper piping), get it installed in the absence of an instruction manual and generally feel happy with the product I've bought, I'm still not sold on the supplier. Maybe I'm just tired of all the bad customer service doing the rounds these days or maybe I'm growing more hard-headed as I age, but I would still advise caution when using this supplier. I don't think that they'll rob you or disappear with your money, but I can't guarantee that a purchase from them would be a painless exercise and I am hoping, for their sake, that someone might be able to offer a different perspective.

SK

Stephan K's update31 Jul 2018, 12:01

Reviewer Update

Update (01/06/2018): It turns out that my fireplace did arrive as promised, but it did so without as much as an instruction/installation booklet and also lacking the necessary connections if you want to use rubber tubing to connect it to the gas supply, thus making self-installation for the average DIY-er very difficult. Update (31/07/2018): Received a private reply to the previous post from braaiculture.com today apologising profusely for the situation with my order, offering some form of compensation and also promises that systems have been altered to prevent a repeat in future. While I did manage to get the fireplace converted to use rubber tubing (in stead of the copper piping), get it installed in the absence of an instruction manual and generally feel happy with the product I've bought, I'm still not sold on the supplier. Maybe I'm just tired of all the bad customer service doing the rounds these days or maybe I'm growing more hard-headed as I age, but I would still advise caution when using this supplier. I don't think that they'll rob you or disappear with your money, but I can't guarantee that a purchase from them would be a painless exercise and I am hoping, for their sake, that someone might be able to offer a different perspective.

Braai Culture - The Home Of Braai's replyOfficial

31 Jul 2018, 16:41

Hi Stephan,

Firstly, my sincere apologies for your negative experience with Braai Culture.

I am one of the owners of Braai Culture and would like to offer a response regarding the above review. This is our first negative review as we truly do our best to ensure our customers do not experience a failure in service delivery. However it is inevitable and these things are bound to happen and I would like address this with you.

I investigated your order and I see that we were not able to deliver on our promise and your order was, as a result, delayed. Our business model has previously at times left us at the mercy of our suppliers/manufacturers. However this is by no means an excuse for the service you received and the delay on your order.

I would like to personally take responsibility and sincerely apologise on behalf of Stephanie and Braai Culture. We have since identified strategies in our supply chain and distribution to resolve this moving forward by taking more control over our orders and systems to ensure we are able to deliver on our promises. To emphasise our commitment to this issue, we had (During June/July 2018) stopped all other progress and strategies to focus entirely on making sure this area of our business would be our future value proposition and play the role it was intended to in order to offer service delivery beyond customer expectations.

As we are a small company, and have only been in business for the past 2 years or so, all feedback matters to us and reviews play an important role in moulding our future and the way we deal with our customers.

Lastly, apologies that this response is coming so late after your order. As indicated, I was only made aware of the negative review and your situation this week.

I hope you will take this response into consideration and allow us the opportunity to have our service re-evaluated in order to rectify this negative experience?

Let me know if there is anything you would like to add?

Warm regards,

Sean ***ner)

Best regards,

Braai Culture - The Home Of Braai's reply31 Jul 2018, 16:41

Official

Hi Stephan,

Firstly, my sincere apologies for your negative experience with Braai Culture.

I am one of the owners of Braai Culture and would like to offer a response regarding the above review. This is our first negative review as we truly do our best to ensure our customers do not experience a failure in service delivery. However it is inevitable and these things are bound to happen and I would like address this with you.

I investigated your order and I see that we were not able to deliver on our promise and your order was, as a result, delayed. Our business model has previously at times left us at the mercy of our suppliers/manufacturers. However this is by no means an excuse for the service you received and the delay on your order.

I would like to personally take responsibility and sincerely apologise on behalf of Stephanie and Braai Culture. We have since identified strategies in our supply chain and distribution to resolve this moving forward by taking more control over our orders and systems to ensure we are able to deliver on our promises. To emphasise our commitment to this issue, we had (During June/July 2018) stopped all other progress and strategies to focus entirely on making sure this area of our business would be our future value proposition and play the role it was intended to in order to offer service delivery beyond customer expectations.

As we are a small company, and have only been in business for the past 2 years or so, all feedback matters to us and reviews play an important role in moulding our future and the way we deal with our customers.

Lastly, apologies that this response is coming so late after your order. As indicated, I was only made aware of the negative review and your situation this week.

I hope you will take this response into consideration and allow us the opportunity to have our service re-evaluated in order to rectify this negative experience?

Let me know if there is anything you would like to add?

Warm regards,

Sean ***ner)

Best regards,

SK

Stephan K's updateReviewer Update

31 Jul 2018, 17:27

Sean, it’s most refreshing that a company or its owner(s) would not only take the time to publicly admit and explain any shortcomings that it may have had that would lead to this type of situation, but also state beyond a doubt that they have aince been adressed. Such a step and gesture is always deserving of a second chance and I would be more than willing to re-evaluate my customer experience with braaicultire.com.

SK

Stephan K's update31 Jul 2018, 17:27

Reviewer Update

Sean, it’s most refreshing that a company or its owner(s) would not only take the time to publicly admit and explain any shortcomings that it may have had that would lead to this type of situation, but also state beyond a doubt that they have aince been adressed. Such a step and gesture is always deserving of a second chance and I would be more than willing to re-evaluate my customer experience with braaicultire.com.

Braai Culture - The Home Of Braai's replyOfficial

05 Aug 2018, 15:53

Please see rectified review here: https://www.hellopeter.com/braaiculturecom/reviews/yes-this-is-how-it-should-be-done-***

Best regards,

Braai Culture - The Home Of Braai's reply05 Aug 2018, 15:53

Official

Please see rectified review here: https://www.hellopeter.com/braaiculturecom/reviews/yes-this-is-how-it-should-be-done-***

Best regards,

A braai we will never attend again.