My Thatcher Story

We have had a small, thatched umbrella-type structure in the corner of our garden for some years now. I, together with my wife Adri, put this up and thatched it ourselves. On completion of the job, we both vowed never to do thatching again. It is a difficult job that requires a team and specialised tools and experience. This year it began to look a little shabby, so an update was required.

We contracted Alec Lander Thatching via email and although I was surprised by the high quote, they seemed experienced and friendly, so we agreed to go ahead to get it done. They arrived and within a few hours were done and left. But they also left a wasteland of old thatch and many cigarette butts all over our garden. The quote also included a new cap, but they just reused the one I had made all those years ago. It looked ok, but I was not pleased.

I contacted Natasja from Alec Lander Thatching, and she apologised for the mess and gave us a refund for the cap. I was still not happy, but time was worth more to me than inconvenience, so we decided to live with what we had.

Then the thatch started to fall out in chunks after just a few weeks. I was furious. I called and Natasja was on site as soon as possible. She was horrified and did what she needed to do to rectify the situation.

I do not mind companies making mistakes, but it is how they attend to the mistake that separates the good from the bad. Most bosses will defend their staff and products as some form of loyalty pledge. They deny any mistakes or wrongdoing, finding blame in any direction except their own and then getting angry if the customer tries to push the issue.

Not in this case. Within a week, the entire team was back on site and not only replaced what they did but brought in a whole new pole and frame and have done an amazing job.

Well done to Nataja and the team from Alec Lander Thatching. You have exceeded my expectations and delivered a service and product worthy of writing and speaking about.

You can get hold of them at https://www.alecthatching.co.za/