1 reviews | Active since Sept 2021
Zero communication
Lost for words how bad this online store's communication is to their customers. Pre-ordered a Christmas present on the 28th of November. The website said it will shipped on 8 Dec. The day come and went, end of that week still nothing from them radio silent. I emailed them the following Monday asking for information and still heard nothing from them except the automated reply email. After 3 days they came back and said they were out of stock and was waiting for new stock and will not be able to send the product before Christmas. They said I can get a refund, or store credit or wait for my product that will be delivered after Christmas.
Long story short I accepted that the product will not be delivered before Christmas. The only reason why I gave them 2 stars is because the product is very good quality but I will never in my life buy from them again.
For the owner get your communication together. I know you guys were busy for the holidays but you need to keep your customers informed at all times in the process.
Thank you for taking the time to share your experience, and I want to start by sincerely apologising for the frustration and disappointment you’ve had. You’re absolutely right — our communication fell short this festive season, and we take full responsibility for that (and are making BIG changes around that for 2026).
Being busy is never an excuse for leaving customers without clear updates, especially when it comes to pre-orders and time-sensitive gifts.
I really respect that you acknowledged the quality of our products, given your current frustration. Thank you for doing that, even though many are tempted to do otherwise. That said, we fully understand that good products mean very little if communication and delivery expectations aren’t met.
I’ve looked through our system, but there are multiple customers with the name Willem Visser, so I want to make sure I’m reviewing the correct order. Could you please share your order number? I’ll personally follow up and give you a clear, honest update on where things stand.
We are genuinely sorry for the frustration this caused and appreciate you taking the time to give feedback — it helps us improve, especially during high-volume periods like this.
I look forward to resolving this for you.
Sincerely,
Ced @ BraaiPlank
Thank you for taking the time to share your experience, and I want to start by sincerely apologising for the frustration and disappointment you’ve had. You’re absolutely right — our communication fell short this festive season, and we take full responsibility for that (and are making BIG changes around that for 2026).
Being busy is never an excuse for leaving customers without clear updates, especially when it comes to pre-orders and time-sensitive gifts.
I really respect that you acknowledged the quality of our products, given your current frustration. Thank you for doing that, even though many are tempted to do otherwise. That said, we fully understand that good products mean very little if communication and delivery expectations aren’t met.
I’ve looked through our system, but there are multiple customers with the name Willem Visser, so I want to make sure I’m reviewing the correct order. Could you please share your order number? I’ll personally follow up and give you a clear, honest update on where things stand.
We are genuinely sorry for the frustration this caused and appreciate you taking the time to give feedback — it helps us improve, especially during high-volume periods like this.
I look forward to resolving this for you.
Sincerely,
Ced @ BraaiPlank