BBQGrills.comReviews of bbqgrills.com

I feel our experience was a bit unique with BBQGrills. My husband ordered the grill, was delivered to our house, excellent with the ordering and delivery!! When my husband went to put the grill together, the bolt package was missing. We contacted BBQGrills and explained our dilemma and they said they would take care of it immediately. Unfortunately, the parts didn't arrive until about a month later. Now please know that there were numerous emails and phone calls made to the folks we were dealing with. And through it all, they were courteous and helpful. What really caused the delay in the bolts arriving was the manufacturer was not the most cooperative and unfortunately the distributor we were working with was stuck in the middle. Regardless, Ryan and staff worked diligently to get the matter resolved and we are very appreciative! I will say once the parts arrived, the grill was finally assembled that same day and my husband loves his grill! We have done rotisserie chicken, seared steaks, etc. and he is enjoying it immensely! The grill we purchased is a great investment and despite the one hurdle, we are enjoying it!

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.

I made the decision to get a CRU Champion Pizza oven and then shopped around quite a bit before ultimately buying it from BBQGrills.com. Pricing was excellent...in fact quite a bit lower than buying directly from CRU. About 10 days after ordering, I sent a note to Ryan inquiring on the status. He got back to me right away with an update. The oven and accessories were delivered today by Estes-Express Lines. Items were securely attached to a pallet and wrapped to keep everything together. I haven't set the oven up yet. I still need to build the outdoor kitchen. I'm looking forward to making pizzas very soon! I highly recommend BBQGrills.com!

I placed an order for new grill door handles, and received them within a few days (faster than initially estimated). I then received a second order the next day, and reached out to customer service to let them know my order was duplicated by accident. Ryan, the CEO and owner, responded within an hour (on the 4th of July no less!) to confirm the error, issue a refund for the second order, and even had me keep the second order on the house as a replacement set in the future. Customer service experiences like this are few and far between - I wish all my online purchase issues were resolved this easily and will definitely come back to BBQGrills.com in the future for additional needs.

+1 to what others are saying about this company and Matthew, specifically. He was extremely helpful in selecting the right grill for our situation.

So, I had purchased a nugget ice maker from another source when I realized it would not arrive in time for a huge event I had planned. I reached out to BBQGrills and saw that they had the product I was wanting and at a better price. I explained my dilemma and Matthew said he would look into the shipping to see if I would even get the product on time. He swiftly got back to be and ensured I would have it on time. Unfortunately, to no fault of his the shipping company picked up the product late which meant it was not going to arrive on time. I called Matthew in a panic and he work endlessly on a Friday evening assuring me we would make it work. I had to go out of my way a bit to pick up the product about 30 min away, however BBQGrills was great about making sure I received my product as promised. It was a very stressful process but Matthew was great and did all he could do despite the hiccups.

I purchased a BBQ island and this company met and exceeded my expectations! The customer service by Matthew was extraordinary. He knew I needed delivery by a date certain or could not receive it so he tracked my order to make sure it was delivered as promised!! This company clearly emphasizes quality products with outstanding customer service. Lauren C.