Really terrible customer service

My experience with the JJ Group has been absolutely terrible. By far the WORST customer service I have ever experienced IN MY LIFE.

I contacted Justin to order a personalised braai grid for my husband on the 12th of March, I told him I needed the grid by the 28th of March for his Birthday. Justin assured me that this could definitely be done, no problem at all. I explained in detail how the grid needed to be made as it was quite specialized in order to fit in our braai, I sent through ALL images of our current grids and drew pictures to explain. Full Payment was made on the 15th of March, artwork was sent on the 16th of March which needed to be amended as it was incorrect, I sent through amendments on the same day. No word was heard from Justin after that unless I contacted him myself. The week of my husband’s birthday I was just told “they are busy with it”, we were going away on the Friday and when I contacted Justin to find out when my braai grid would be ready he said it was still being made – So no birthday present for my husband – HUGE disappointment after being told it could be done.

Contacted Justin on the Monday (29th) to find out when the braai would be ready – “he would let me know”. The grid was only ready on the 30th. I went to collect it the next day and the design was wrong, the connectors were on the wrong way and now the grid didn’t fit into my braai. Justin said “he thought that design would be better for cleaning purposes” – so he changed the design because HE felt it would be better, after I explained in detail how it needed to be made in order to fit. After I told him that it was wrong he still insisted he felt it looked better – EVEN THOUGH IT DOESN’T FIT INTO THE BRAAI! Justin refused to take responsibility for his mistake, argued tooth and nail that he was right, until I sent through ALL the screen shots, images and messages where I explained IN DETAIL, how the grid needed to be made.

After everything I am sitting with a R1200 grid that cannot be used and is a complete waste of money. Justin assured me he would contact me after the Easter weekend to collect the grid and fix the error – I have not heard from him since that day. It’s now the 9th of April 2021 and he has still not contacted me to fix the problem.

I had such a bad experience with them.