JS
Jane S
1 reviews | Active since Apr 2021
31 Oct 2022, 18:42
Disappointed
After receiving a Whatsapp an hour before my 50th birthday party I was told that certain side dishes I had ordered would not be delivered. The lamb spit was cooked hours before the requested cooking time and so stood for ages before being eaten. After numerous requests I received a small refund (2weeks later) with no explanation or further communication.
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Replies (1)
Spit Braai Delivery's replyOfficial
02 Nov 2022, 07:13Hi Jane,
My apologies that you have not received this mail from me earlier, but to be honest I had no idea what to say to your expectations.
I’m sorry that the baby potatoes had such an impact on your meal and I assure you that this is not our usual performance.
I’m also sorry that your expectation was of the lamb being cooked “through the night” and being carved as and when you want to eat … as this was never something we promised.
I’m also sorry that your expectation was of the lamb being cooked “through the night” and being carved as and when you want to eat … as this was never something we promised.
We cater for mulitple functions every weekend and this is the first time we’ve had a customer with your expectations … and I would like to take this opportunity to explain why.
On the quote request form that you completed, you entered the time of 19h00 as your eating time which was then captured to your quote, the same quote that you signed off on and paid for.
In the body of the email sent to you with your quote attached, it explained that the Chef would arrive around 15h00 – 15h30 to start preparing your lamb in order to meet your specified eating time of 19h00.
The Chef then aims to finish cooking and carving the lamb around 45 – 60 mins before your eating time so as to ensure it’s all ready in plenty of time to meet your specified eating time.
On the quote request form that you completed, you entered the time of 19h00 as your eating time which was then captured to your quote, the same quote that you signed off on and paid for.
In the body of the email sent to you with your quote attached, it explained that the Chef would arrive around 15h00 – 15h30 to start preparing your lamb in order to meet your specified eating time of 19h00.
The Chef then aims to finish cooking and carving the lamb around 45 – 60 mins before your eating time so as to ensure it’s all ready in plenty of time to meet your specified eating time.
At your function, the Chef finished around 18h00 and then the waiter we provided, took over making sure that all the food was ready and waiting for your guests as promised to all our on-site functions.
With regards to the Chef being in the garage due to the rain, there wasn’t any other option for him other than standing in the rain which would then cause the burners to stop working and the lamb not to be cooked.
After discussing the function with the waiter he wasn’t under the impression that any of your guests were unhappy as many complimented the food to him.
I hope that you can now better understand as to why we didn’t know about your expectations of the chef cooking “through the night”.
More importantly we offer our sincerest apologies for not supplying the baby potatoes as promised, that was entirely our fault which is why we refunded you for them.
Please would you kindly remove your review on hello peter and your comments on Facebook as I don’t feel it is fair to put us down as much as this for not supplying the baby potatoes.
Please would you kindly remove your review on hello peter and your comments on Facebook as I don’t feel it is fair to put us down as much as this for not supplying the baby potatoes.
If you have any questions, feel free to contact me at any time.
Thanks again for making use of our services Jane and have a terrific Tuesday further.
Regards,
Callum.
Spit Braai Delivery's reply02 Nov 2022, 07:13
Official
Hi Jane,
My apologies that you have not received this mail from me earlier, but to be honest I had no idea what to say to your expectations.
I’m sorry that the baby potatoes had such an impact on your meal and I assure you that this is not our usual performance.
I’m also sorry that your expectation was of the lamb being cooked “through the night” and being carved as and when you want to eat … as this was never something we promised.
I’m also sorry that your expectation was of the lamb being cooked “through the night” and being carved as and when you want to eat … as this was never something we promised.
We cater for mulitple functions every weekend and this is the first time we’ve had a customer with your expectations … and I would like to take this opportunity to explain why.
On the quote request form that you completed, you entered the time of 19h00 as your eating time which was then captured to your quote, the same quote that you signed off on and paid for.
In the body of the email sent to you with your quote attached, it explained that the Chef would arrive around 15h00 – 15h30 to start preparing your lamb in order to meet your specified eating time of 19h00.
The Chef then aims to finish cooking and carving the lamb around 45 – 60 mins before your eating time so as to ensure it’s all ready in plenty of time to meet your specified eating time.
On the quote request form that you completed, you entered the time of 19h00 as your eating time which was then captured to your quote, the same quote that you signed off on and paid for.
In the body of the email sent to you with your quote attached, it explained that the Chef would arrive around 15h00 – 15h30 to start preparing your lamb in order to meet your specified eating time of 19h00.
The Chef then aims to finish cooking and carving the lamb around 45 – 60 mins before your eating time so as to ensure it’s all ready in plenty of time to meet your specified eating time.
At your function, the Chef finished around 18h00 and then the waiter we provided, took over making sure that all the food was ready and waiting for your guests as promised to all our on-site functions.
With regards to the Chef being in the garage due to the rain, there wasn’t any other option for him other than standing in the rain which would then cause the burners to stop working and the lamb not to be cooked.
After discussing the function with the waiter he wasn’t under the impression that any of your guests were unhappy as many complimented the food to him.
I hope that you can now better understand as to why we didn’t know about your expectations of the chef cooking “through the night”.
More importantly we offer our sincerest apologies for not supplying the baby potatoes as promised, that was entirely our fault which is why we refunded you for them.
Please would you kindly remove your review on hello peter and your comments on Facebook as I don’t feel it is fair to put us down as much as this for not supplying the baby potatoes.
Please would you kindly remove your review on hello peter and your comments on Facebook as I don’t feel it is fair to put us down as much as this for not supplying the baby potatoes.
If you have any questions, feel free to contact me at any time.
Thanks again for making use of our services Jane and have a terrific Tuesday further.
Regards,
Callum.