BBQGuys.comReviews of bbqguys.com

I understand during a pandemic, things are crazy. Still, they need to get better at their communication. I ordered an entire outdoor kitchen worth of equipment, including a Blaze grill (which is owned by parent company of BBQgrills.com, btw). It said "leaves our warehouse in 2-3 days". Which is great, we're building our outdoor kitchen soon and I need it. A week later, it said, "Backordered, will be delivered in mid to late August" (which is another 6-8 weeks). Which is interesting, because literally it still said on their website that it's in stock and ready to ship. I go on chat, they offer $200 to "keep the order". I tell them that isn't good enough. So I ordered it on Amazon that day for same price. The next day, Amazon ships it (so too late to cancel). I go onto BBQguys.com to cancel the existing grill order, and lo and behold it's "in stock and ready to ship" according to the customer service person. So yesterday, it was 6-8 weeks, and today it's ready to go out? After I've already purchased it elsewhere. Poorly organized.

One of the boxes of our $1800 grill plus accessories is missing. You'd think bbq guys would ship out the missing box immediately. But no. They tell me it will take 3-5 days for them to decide what they are going to do. Just a terrible way to treat a customer, avoid at all costs. UPDATE: After one customer service person told me everything indeed shipped and tried to blame the carrier, the second told me that it did not ship and they don't even have the part I was missing in stock (contrary to what their website displays). However they supposedly are shipping out an alternative base. If I didn't persist with customer service however I would be waiting 3-5 business days (it is wednesday now, so a week) for them to "figure out what happened". Shout out to Paul who solved my problem. I would also shout out the previous person who lied to me if I could remember her name.

I purchased an item (KettlePizza Basic Pizza Oven) on July 20th fully being aware that it would take 3-4 weeks for the item to be shipped due to it being on back order. Looking at the site a few days later and I wanted to order another item but didn't want to pay for shipping. So they allowed me to cancel my order and place a new one for the back order item and the one in stock. Got the one item in stock quickly (Rosewood BBQ Meat Hook) but the back order item is still pending. Flash forward to last week and they said that the pending item should arrive last week and be shipped out. Nothing. Talked to customer service again this week and now they are telling me early September. It is going to take 6-7 weeks before they even have the item in stock. I know the times we are in right now with COVID and disruption in the supply chain but either make the item unavailable or put a realistic shipping time frame.

BBQGUYS has some great people to help you with figuring out which products will work in your situation. Like Bob from Sales who helped me, they will be very nice in helping you purchase your product. Their inventory is excellent so chances are you will be able to find what you are looking for. But heaven forbid you have to do a return. Then the fun stops. The ease of returning online orders is why I (and most others) are attracted to some online sellers over others. The process to return an item if you change your mind or find you no longer need something (I did), is arduous at best and will take you many weeks of emails, calls, and waiting before you are able to ship it back. If on the other hand you receive a damaged product (I did), the return process is much easier and quicker. I called and was helped by Kathy A in Resolutions and she was very helpful and nice. Because of the return process, I will think twice about whether I shop at BBQGUYS again. There are a lot of other competing companies out there to look at.

I am simply trying to return an item. I ordered flavorizor bars for my Weber Genesis grill. They are the wrong size. I told them about it via email and they said they would get back to me. They never have. I've called them several times and NO ONE answers. I'm on hold 30 minutes now! UPDATE!! After 42 minutes, someone answered. They refunded all my money and I didn't even have to ship them back the item!!! I am happy now and even though I had to wait on hold so lon and even though they never andwered my email, they eneded up doing hte right thing!