Lee
NOT RELIABLE AVOID
If I could give negative stars I would. AVOID, AVOID this on-line retailer. It's apparently a limited business working out of his garage through a myriad of 3rd party equipment vendors. Ordered Grill liner in July. Got typical will ship in 24 hours order status. Several calls, emails over last 4 months. No answers, no actions, no ownership. Found same product on "large on-line retailer", site arrives tomorrow. Don't waste your time with this company ! Integrity is the most important attribute a company should value. BBQGrills.com has no idea what that means. The only accurate statement from them below is that I purchased the item on 5 July. I only placed my order with them after reaching out to them directly to confirm the item was in stock and available for shipment. In response to my ask, I received an email stating the "product was available and ready to ship within the next few days", so I ordered it. I won't embarrass them further by attaching the email. As I continued to track this over the last four months the site's tracker continued to say "will ship in 24 hrs". While BBQGrills.com sat on my $950... earning interest, they made no effort to source the item elsewhere, offer item cancellation or admit they had any reliable inventory control process. Attempts to contact their organization were a waste of time as all contact points led back to the one-man show responsible for sales, customer service, shipping and non-existent inventory management. Since cancelling this item 48 hrs ago I've received 6 different emails from BBQGrills.com offering me anything to keep the order active. BBQGrills.com offered me the following: a free grill cover, a free smoker box and griddle and even 10% off the order. I don't get it, BBQgrills.com has spent more time on trying to salvage this poor experience through silly trinkets while attempting to marginalize this review rather than focusing on why they failed. One positive note is that they returned my $950 promptly. Needless to say I want nothing further to do with this sham of a company and neither should anyone else. AVOID !
Response from BBQGrills.comOct 20, 2022
Lee, We apologize that you didn't receive the customer service that we strive for on a daily basis. We'd like to clarify a few points regarding your review: On July 5th, you purchased a Napoleon Zero Clearance Liner for your BIPRO500 grill. When you purchase this model, it stated on the website, your order confirmation, and the shipping details page that the item had an 8-10 week delay. We also emailed you on July 10th to verify this information. You informed us that you were aware of the delay, and understood the ETA. On August 9th and August 17th we informed you via email that we were anticipating that the liner would be arriving at the warehouse the first or second week of October. Today, we received an order cancellation, and as things often work, this morning we received our shipment of these insulated liners and even offered to sell the unit to you at our cost to keep the order on file, because of the issues you experienced, issues you were clearly notified of. You refused, and we issued a cancelation and refund. Lastly, our company is not run by one person, we have over 10+ highly trained staff that work around the clock to ensure that you and many customers are notified when their orders will arrive. The item that you purchased is a highly sought-after item, that unfortunately, manufacturing ran low on during its peak season. If you have an issue with this response, you may want to take it up with manufacturing and contact Napoleon directly. We are glad to hear that you'll be receiving the item shortly from another supplier. We wish you the best.