BBQGrills.comReviews of bbqgrills.com

UPDATE: My initial review was 5 stars for excellent communication........Now that this entire purchase is complete, I will revise my overall review of BBQgrills.com from a 5 to a 1. I had 11 emails with the CEO, Ryan, throughout this process. Most were regarding the shipment after order confirmation. I had a deadline for delivery since I was hosting a bunch of guys for a football day. The initial timeline was great and allowed time for the installation and 'seasoning' of the new grill. Email after email asking where is the grill !?! A week later I find out the grill had not even left their warehouse! Ryan is telling me the grill will be delivered 'tomorrow'. When I reach out to the freight company to arrange delivery, I find out the shipment was not even in my state!! Ryan went silent at this point and have not heard from him since. Nice customer service! I emailed Ryan asking for some sort of concession for the complete disaster AND because my buddy now had to host the guys since I had no grill. I asked directly for his company to pay for the grill cover $99, or maybe the Rotisserie basket $69...radio silence to this day. NEVER AGAIN bbqgrills.com.

Do NOT believe their claim that returns are hassle free! Ordered two expensive heaters from them. Never even opened one box. Returned both, unused and in original packaging. They now have both heaters and refuse to refund my $1600.00! Messages to the owner have gone unanswered. It has been MONTHS. Happy to provide my order number to Trust Pilot! And, Ryan, you know exactly who I am because I sent you several emails at the same time I was having to repeatedly message your customer service manager.You got your items back in mid September and yet it took me posting (accurate) reviews before you’d finally get around to my refund, which you only managed to do yesterday, December 4, 2023.

Recently ordered a Weber S325 grill on Sept 3 and was promised it would ship within 24 hours. By the end of the day September 6th I had heard nothing. I called and they said it looks like our distributor no longer carries that grill but our CEO is working on the situation. I called again the next morning and asked for my order to be canceled, they said it was and that I would receive CC refund within 24 hours. 36 hours later nothing…I emailed them again and they sent cancel receipt, but three days later still no refund and oh by the way they still have the grill I ordered listed on their website as available and will ship within 24 hours. Next step to begin claim process with my CC company….avoid this place.

I ordered a grill on July 4th. The website says items in stock ship in 48-72 hours. Which means it should of shipped on that Friday 7th the latest. I called on July 12th because I had gotten on email on the 7th saying the item was ready to pick up and would be picked up with in the next 72 hours. So after 4 days I wanted to check. I talked with someone and they said the item was already picked up and I should be receiving an updated email. On the 13th I got an email saying it was just picked up so I was not told the truth. Then there were the issues with the shipping company. They called asking for a delivery day and we set up a time. On that day another shipping company called to set up a delivery time and I told them it was to be delivered that day but they had just received it that morning. We then set up another delivery time the following day and when that did not happen I called the shipper and they said they had shipped it back to the first shipping company. After they worked it out, the first shipping company sent it back to the other shipper and it was finally delivered the next day. I lost close to $900 in lost work because I has to be here to sign for the grill and wasted all those days. When I unpacked it I noticed that the grill was only screwed on with on of the four screws it should of had. It also did not have the rubber nuts between the grill and the piece of metal that held it to the pallet. So both sides were scratched. I did what BBQgrills says and sent the information over right away with pictures. I was told to give the 48-72 hours to come up with a solution. That was on August 1st. On August 7th I had not heard back so I contacted BBQgrills again and their response was "I have not heard back. Let me ask again." On the 9th I contacted them again. On the 10th I got a response "I am still working on getting this resolved. I appreciate your patience." On the 15th I get in touch again and was told they are working on it daily. On August 17th I called and explained that it has been 17 days and there is still no solution. I tried calling multiple times today for over and hour to reach any human and nobody picks up. My guess is that they see my number and don't want to pick up which would make sense in some of the other reviews I have seen with people have issues with the company. I spent over $3000 on a grill at the beginning of the summer and I have still not even taken it off the pallet and the summer is almost over. Every response I got was that they would forward my issue up. Well Ryan is the man in charge and he has not reached out to me and has not fixed it! I would highly recommend going with any other company out there.

Continually pushing back date of sending product. Grill ordered June 12nd, and originally it said it would ship immediately. Then it said July 15th. It's now August 2nd and no update. Edit: Despite what their response says, they've repeatably been contesting the review. Denying it was for the correct business (despite validating the order below) and reporting it as a disingenuous experience. If you need this business to respond to you, write a negative review and you will be bombarded. Otherwise their support won't respond.

Terrible communication. Ordered a Bull Steer BBQ at what I thought was a good price. Ordered it 3 weeks before I needed it for the build. Quoted shopping is 7-10 days. A week goes by with no update. Ordered changed to shipped and waiting for carrier to confirm delivery date. Another week goes by. I email. Get a useless response days later. Try to call and goes to voicemail every time. Ask to cancel. No response. Finally, I threatened a charge back if they didn't refund in 24 hours. No reply. So I put in a charge back request and finally get a refund within minutes from them. I mean, how hard is it to let your customers know what is going on? I went to the San Diego Bull store and got it cheaper and shipped in 3 days. I recommend you do the same. Edited to respond to the company's reply. That is completely false. I received the late, unhelpful emails from you with no issue so if you did send any I would have received them. As for voicemail, I have no issues from anyone else. I have also checked my order and my address is valid. I have all email exchanges saved with you. Just admit to your poor service and apologize instead of creating lies.

Terrible, terrible, terrible. Stay away from this website. I placed a large order for Hestan Items on 11/04, I was told by the OWNER and his "senior" customer rep, they will have them shipped out within 72 hours. I fell for it, it has been one lie and excuse after another. They don't have their own distribution or warehouses, they are a simple front and exchange your orders with middle manning. I have attempted to get an exact ETA of my items being delivered and each time they have stated it is ready to be shipped.They delay their responses over a week at a time and guess what; it 12/19 and i still don have the items. The simple answer, is they lie and will do anything to place the order in. I strongly urge you to go with a more reputable place to purchase your grilling equipment. I placed another partial order with another website at the time of this same order and guess what. I received their order within 2 weeks (because they have their own distribution ). I URGE YOU to learn from my mistake and stay away from this website.

Worst internet company i have had the misfortune of dealing with. Recieved a damaged grill. Asked to return for refund or replacement. They refused to do either. Blamed it on UPS or Camp Chef. Said neither of them would respond to complaint. They are middle men. If you want a product they carry go to the manufacturer for it.