BBQGrills.comReviews of bbqgrills.com

I recently purchased the Primo Grill XXL and unfortunately it arrived damaged. Due to the ceramics, this is not uncommon. BBQGrills, especially Emilee, helped with getting me a replacement. Great company.

Buyer beware with these folks…check out reviews on TrustPilot (currently at 1.8 stars), Google, etc. and do your homework before you proceed. I didn’t do mine and fell victim. I will gladly share the lessons I learned and any receipts you want to back it up. Lost my mom a few months ago, and knew Thanksgiving was going to be tough on my dad. We’ve always done Thanksgiving at mom and dad’s place…dad worked the grill while mom handled the kitchen. This year (for the first time) Thanksgiving was going to be at my place, and as we got closer to Turkey Day, I could tell dad was struggling. So trying to think how to put a little pep in his step, I thought maybe getting him into old routines would work…like manning the grill! But I don’t have a grill (don’t judge). So I did my research (on the grill, not the dealer!), cleared what little space I could on my credit card, and pulled the trigger on a Napoleon Rogue Pro-S 625. I showed dad and told him (corny I know) that it was a lot grill, and I was going to need him to run point on the grill. Folks, there was a legit twinkle in his eye. But alas…no grill for Thanksgiving. Here’s the timeline… + Ordered a grill from BBQGrill.com on 11/19. Specifically picked these guys because the listing online said, “In Stock and Ready to Ship”. + No warnings online or during the checkout process about delays, backlogs, etc. + Additionally a note on the web page suggested to “receive my order in a faster manner”, to purchase the Premier Shipping…which I did. + I was quite surprised when the confirmation / order status page after checkout said “These items are currently being processed and will ship 5-7 Business Days from the date of purchase”. Quite worried because the order entry page said “3-5 days to be processed”. + On November 21st I called to check on the order status and was shocked to hear that “the team was still processing orders from the 1st week of November” and that there was no chance of the order leaving anytime soon. + Not really in the spirit of “In Stock and Ready to Ship”, so I immediately cancelled my order. + They charged my card without shipping a product. Not just a “pending authorization”, but the charge fully hit my card. The industry norm (and often the card-network rule) is the Merchant should only capture the charge when the order ships. This behavior is highly suspect and will likely come-up in the conversation when I dispute the charge tomorrow. + Multiple emails have resulted in nothing. + Now I am on the 25th day of waiting for my refund and now have incurred an interest charge on a charge that should have never hit my card for a product that I never got. + Today I sent an email to everyone I could find in the company (CEO, Sales Manager, Customer Manager, Support, “Customer Success”, etc.) telling them that unless someone responded I was going to dispute the charges and start putting out reviews. Know what I got? Crickets. And now that I’ve went and commented on Social Media they’re probably going to come at me, or “that’s not how it happened”. Whatever, read your reviews…I’m not the first, and I have the receipts. A. Your website should have never said “In stock and Ready to Ship” B. And / or there should have been a banner about shipping delays C. You should have never charged my card without shipping a product, and not sure of the legality of that…but we’re gonna find out! D. You should have reversed the charge immediately when I canceled. Or at least within 5 days…not 25 days. The sad thing is I’m so irritated I’ll never buy a Napeloen grill…ever. And I know it wasn’t directly their fault…don’t know how these guys can continue to be a Napoleon dealer. Just can’t look at the grill…it reminds me of BBQGrills.com.

If I could rate them a 0, I would. Charged my card immediately, and still don't have delivery. Clearly this company is a scam.

As everyone else writes, should have checked the reviews before placing the order. Considering a formal complaint with the NY Attorney Gen'l office....I will give this 2 days to resolve and then proceed. I feel so dumb for having fallen for this.

Run away, this is a scam business. Ordered a $3400 fire pit 10/02/2025, never delivered, emails and phone calls not answered. Check BBB or Reddit online reviews, horrible business

BUYER BEWARE!!! Same complaint as everyone else. I wish I had checked out the LEGIT reviews before purchasing. I am 5 weeks out from my order that was "in- stock, ready to ship" and have yet to receive a tracking number. I have emailed back and forth with a rep and she has stated that the warehouse "is very behind". How is that possible when nobody is receiving their orders? I have requested a cancelation via voice message (good luck getting an actual person) and via e- mail. I'm still waiting for a response and will be calling and emailing again and again until my request is fulfilled. EDIT: I called today and spoke with a gentleman named, Chris. He was very helpful - no questions asked, and immediately canceled my order upon my request, sent an email to confirm, and sent a follow-up email to confirm that the refund has been issued. My bank is reflecting a pending credit, so I am pleased with my interaction today---my overall experience - not so much.

If I could give a negative number I would. I made a rather large purchase almostb2 weeks ago. I never received a shipping/tracking number. I sent quite a few emails requesting shipping/tracking confirmation. I did not recieve any feedback. When I was able to speaknwith someone. I was told that the company no longer had a relationship with another company that is their supplier. I was then told I would receive a refund in 7-10 days. All of this right before Christmas. So, Im footing a bill for a gift that I will never recieve. So, now I have to spend more money for a gift for my husband. I believe this was a scheme. Do NOT trust this company.

This company sucks!! I placed an order, almost 3 weeks later no order delivered. Called and was told they would refund my money and several weeks later STILL NO REFUND FOR AN ORDER NEVER RECEIVED