1 reviews | Active since Mar 2013
On Line Ordering
I had numerous problems from the moment I placed my order. I wanted engraving done on the item I ordered. But just after I had placed my order on line, I realised I needed to change the name to be engraved by just two letters. I searched everywhere trying to find out where to change the name. There is nothing that will allow you to change the name. So then I decided to cancel the order and redo a new one from scratch. But, there is nowhere to cancel your order either. So then I wrote an email to BraaiPlank to explain my problem and asked for help to solve it. I did not want to pay for incorrect engraving so I was holding off on paying until I received a confirmation email which would show the change of the name by the two letters I had requested. Trying to do this simple task involved multiple emails to & fro. Eventually, I finally received the confirmation email I had been trying to get. So I begin to make the payment to go ahead with the order for the item & the engraving. But, before I can complete the payment, another email suddenly comes through saying my order has now been cancelled as I requested!? What? I never requested a cancellation. I was busy in the process of making payment! So of course I immediately stopped my payment! I have no idea who decided to cancel the order as I had only been dealing with one person, Nika, right from the start. I even tried calling them on the WhatsApp number they provide but received no answer. Then I messaged them on Whatsapp not once but twice with no help at all. It should not be so difficult for a customer to receive help with their order. This was just one more mistake after so many. Therefore I finallly gave up on this company as I have no trust or confidence in them to be able to handle any order from me correctly or on time. Ordering one item from a company should not be so difficult and if there is a problem a customer needs help with, the customer care response should be immediate. Especially with on line ordering. Not non existent! I would advise anyone ordering from them to be very careful. Read the reviews!
I want to start by reassuring you that no payment was ever processed on your order, and the cancellation you received was triggered by an internal misunderstanding — not because you requested it. I completely understand how confusing that must have felt, especially while you were preparing to make payment.
Thank you for sharing your experience in such detail. What should have been a quick update to your engraving ended up turning into unnecessary back-and-forth, and I’m truly sorry for the frustration this caused. Editing engraving text or correcting an order should be simple, and we fell short of that.
After reviewing your order from 20 August 2025, it's clear that the issue stemmed from miscommunication on our side during the email exchanges. We’ve since re-tested the engraving process on our website, and everything is functioning properly — but your difficulty highlighted that we need to make the editing steps clearer for customers, and we appreciate you bringing this to our attention.
I also want to apologise for the slow replies you received at the time. Our team lagged behind on support messages, and that delay understandably added to your frustration. You deserved quick, straightforward assistance, and I’m sorry you didn’t get that.
Although we regret losing your trust, we truly value your feedback, and we’re using it to improve the ordering and support experience for future customers.
Sincerely,
Ced @ BraaiPlank
I want to start by reassuring you that no payment was ever processed on your order, and the cancellation you received was triggered by an internal misunderstanding — not because you requested it. I completely understand how confusing that must have felt, especially while you were preparing to make payment.
Thank you for sharing your experience in such detail. What should have been a quick update to your engraving ended up turning into unnecessary back-and-forth, and I’m truly sorry for the frustration this caused. Editing engraving text or correcting an order should be simple, and we fell short of that.
After reviewing your order from 20 August 2025, it's clear that the issue stemmed from miscommunication on our side during the email exchanges. We’ve since re-tested the engraving process on our website, and everything is functioning properly — but your difficulty highlighted that we need to make the editing steps clearer for customers, and we appreciate you bringing this to our attention.
I also want to apologise for the slow replies you received at the time. Our team lagged behind on support messages, and that delay understandably added to your frustration. You deserved quick, straightforward assistance, and I’m sorry you didn’t get that.
Although we regret losing your trust, we truly value your feedback, and we’re using it to improve the ordering and support experience for future customers.
Sincerely,
Ced @ BraaiPlank