Adam W.
No service or support for warranty issues
I purchased a costly Firemagic grill from this online seller in June 2024. It was drop shipped so the seller, BBQGrills, had little to do with that process. But when a digital display failed 4-days after installation, BBQgrills was essentially unreachable. The phone rings endlessly. 2 times in 10 calls a woman answered, and told me she would check with the warehouse. I believe that there is no warehouse and very limited staff; BBQgrills.com is possibly a front for online drop shipment sales, with no ability to support any of the products they resell. Zero response to 4 emails, zero response to 5 phone messages.
Response from BBQGrills.comOct 1, 2024
Hi Adam, I sincerely apologize for the frustrating experience you’ve had with your Fire Magic grill purchase from us. I understand how disappointing and discouraging it is to have a product fail shortly after installation and then struggle to reach us for support. We want to make this right for you and turn this around. Unfortunately, we have been extremely understaffed and communication challenges occurred, which is not an excuse but an explanation for the difficulties you’ve faced in reaching us. We appreciate you and your feedback and I want you to know that someone from our customer support team will be reaching out to you shortly to address this issue and ensure you receive the assistance you need to get your grill repaired. We work closely with distributors and manufacturers to assist when we don't have product in stock and in your case, we did use a distributor to fulfill your order. We will work with you and Fire Magic regarding damaged items. Thank you for your patience as we work through these challenges. We appreciate your feedback and are committed to making this right.