BBQGuys.comReviews of bbqguys.com

I received the Victory 3-Burner Propane Gas Grill With Infrared Side Burner as a gift and could not exchange it for a different grill. All exchanges must be made on unassembled, unused products. After spending 3+ hours to assemble this gift, this was not a happy thing to receive. I do not recommend the experience that BBQGuys offers.

Bought 2 Blaze 21 electric grills with 5 year extended warranty. Come to find out, warranty is no good on discontinued products. They give you the warranty, keep the money and hope you don't have a problem. When you do have a problem and they know it can't be fixed, they say you get a refund. This works out to be over $100 they pocket and hope you forget it. Before I purchased warranty, they said they would come to my house and fix all problems. Never said manufacturer 10 year warranty is no good on discontinued products. Buy from local dealers near you.

Purchased a Blackstone Gazebo 10' x 10'. Worst experience ever!! They took the order right away. When the gazebo still didn't show shipped a week later, cancelled order online. The next day we get an email showing it was shipped. Called,,, 1 hour and 20 minutes later someone finally answered the phone!! They said it has shipped and we would have to pay the delivery fee if we go ahead with the cancel. Told them that the shipping company, R&L carriers, shows that they have not picked up the package, BBQ guys said in that case they would try to stop the shipment. Next day we get an email saying it has shipped, and when it returns back to them they could process the refund!!! 2 weeks later still waiting for the refund even though the tracking shows it was delivered 5 days ago!! Back on the phone again for an hour and a half!!! Ridiculous service, don't do it!! Stay off their website.

Ordered a $3,000 Kamado, received defective, burn my hands twice trying to catch the top vent, tried for weeks to get a hold of somebody, only to be told to contact the manufacturer. The manufacturer basically wants to send me part so I can fix and brand new $3,000 grill. Not only do I not know how to fix grills I’m not interested in learning. Tried to reach bbq guys again with no reply. Now I’m stuck with a brand new $3,000 Kamado that doesn’t work properly and it’s a safety risk. Save your move. By American made and stay away from Kamado Joe made in China crap and bbq guys horrible customer service. I’ll be contacting my attorney

I purchased the TYTUS Fresno Series Gunmetal Gray Island Propane Grill from BBQ Guys.com. My purchase was done on the phone and they price-matched my grill to what Home Depot and Lowes were selling the grill for. They also provided a free cover and a free griddle. The grill itself was delayed and eventually arrived. As promised it assembled easily and is a nice grill. The cover came before the grill. The problem that I have had is that the griddle didn't arrive. Getting in touch with BBQ guys is VERY difficult. If you call them they tell you to go online and fill out a ticket which I have done multiple times. They also say that they have a high volume of calls and that you will have to wait for 30 minutes or more before customer service will get back to you. The first first few times I would accept the prompt for a call back but I NEVER received a call back. The last few times I stayed on hold for 20 minutes plus and spoke to someone who said that they would investigate. Their final feedback is that the item was delivered even though I have camera footage showing that it wasn't delivered. I have accepted that the other 2 items did arrive. They told me that they would get in touch with the shipping company and ask for a picture. That was on 6/27 and no one has gotten back to me since then. I have emailed them multiple times, called multiple times but I have not gotten anywhere. I tried so many times to resolve this but they won't get back to me. Ordering they make it super easy but when it comes to any type of customer service they make you jump through hoops. A friend has a defective bbq grill from them and is going through something similar. My suggestion is to just make your purchase through a big box store where you have more established customer service policies. Buyer beware.

I received a partial shipment of the outdoor kitchen I ordered over a month ago and at the time charged my credit card for 100% of the order. It takes a long time to reach someone in customer service, don't use the callback option, you will never receive one. The pieces I need are required to assemble the kitchen. So, for over a month, I have stored the pieces in my workshop hoping that someday the rest will be delivered. I determined the shipment was partial when a friend of mine came up to help me put the kitchen together. Absolutely no notice from the BBQGuys. Not a very good experience.

They missed some pieces and parts, which was no big deal. The 2 hours I have spent trying to get someone on the phone has not been pleasant. At the end of it all, they said call the manufacturer.

Terrible customer service. Bought an item on sale, they canceled the order and then want me to pay the new higher price. Disappointing.