Australian BBQ Reviews 

Reply from Australian BBQ

May 29, 2018

Thank you for your time to review Tim. We agree we could have fulfilled the orders in a smoother and faster manner for you and appreciate your patience whilst waiting for the grease collector.

Your first order placed on the 7th May took 9 days to arrive, and your second order on 16th May took 13 days to arrive as we were pending stock. Both orders were fulfilled within a 22 day time frame. We agree that these orders took too long to arrive to you, and as we have already done directly to you, we apologise for that delay. We also appreciate that we should have communicated the out of stock item more clearly to you and we upgraded the delivery manner of that item to get you the fastest delivery we could.

With regards IT it is important that we clarify that both orders had a payment receipt immediately sent via your payment service of preference (paypal), and an order confirmation detailing the part ordered was also sent on both occasions - unfortunately we are not able to control outside email delivery services but a repeat order confirmation was sent to you when we were made aware that you had not received yours.

Reply from Australian BBQ

May 24, 2018

Thank you for your review. It is correct that 1 of the 4 parts in your order was damaged whilst the other three arrived promptly and undamaged.
As we acknowledged to you repeatedly, we understood there was an issue getting one of the parts you ordered to arrive undamaged and after trying different methods of packing it still did not arrive successfully to you. We acknowledged this and provided a refund for that item. Our customer service rep Maja remained calm and factual at all times during tumultuous discussions.
I have added below the email that was sent after we had to cancel that part of your order.

Dear Mr O,
I just wanted to follow up with regards recent communications with our company to confirm that your refund was made in full to you on 16th May.
Whilst we have endeavoured to send out the grease tray successfully to you on three occasions we have been disappointed to hear it has arrived damaged each time.
As the UKs main provider of BeefEater spare parts we do our best to fulfil every order, including the despatch of many grease trays that arrive undamaged, however on this occasion the damage that is occurring in third party transit has not met the standards required for transport and for this we apologise.
I also wanted to take a moment to acknowledge your request for the customer service manager to call you on Friday 11th May. On that date we were not able to arrange for the call to take place, however we could have made a follow up call to you on the Monday and we apologise for not ensuring that happened.
Following your comments in your email we would also like to take this opportunity to confirm that Maja did everything she was able to ensure the grease tray did arrive to you successfully, and we fully support her efforts in that regard.
We are disappointed to not be able to fulfil this order for you but have ensured your refund has been processed without delay.
With best wishes
Craig Ormiston
Director

Reply from Australian BBQ

Apr 30, 2018

Thank you for your review Andy. We completely understand your frustration with the external courier - we were similarly frustrated by their failure to deliver to you. I understand we did offer a refund after their first failure to deliver and when you subsequently requested one it was made in full on the same day.
We do appreciate your feedback and time to communicate with us about your order.