BBQGuys.comReviews of bbqguys.com

Filing a complaint with Better Business Bureau as well. Their advertizing, customer service and call center are deceptive and untruthful. Ordered a grill online, website said 1 to 3 business days to ship. To make sure (grill was for husband’s 50th birthday), we called customer service right after ordering online. Agent confirmed (1) item was in stock and (2) would be shipped out in 48 hours. Five days later, grill is still in processing status, so I call customer service again. Get another agent. She checked and said (1) website delivery times are often wrong and (2) item is not in stock, but may be in stock in a month. Wait ... they are deliberately advertising false delivery dates for items they don’t even have in stock. Afterwards, BBQ Guys marketing keeps bombarding me with marketing emails for same grill - stating 1 to 3 days to ship. So they perpetuate the lie. Finally, their marketing states that if you buy the grill, “BBQ Guys will add FREE accessories with a value of $400”. But checking the grill manufacturer website, these accessories are not “free offered by BBQ Guys”, these accessories are standard part of the grill. Talk about deceptive. Be careful people with all the self reviews you see!

This company does not understand about the customer experience. Here's a few examples: 1.) Purchased an item and was told (at checkout) the item would be shipped in 3-5 days. There was no notification of when it would be delivered, I was only told when it was expected to ship. After waiting a week, I called and was given a tracking number (USPS) which stated the item was still in their warehouse. When I ask the CS agent what was happening she told me I would likely see the item in the next day or two. When I questioned her claim and asked to speak to a supervisor, I was finally told the item either never shipped or was lost and they would send a new one. 2.) After receiving the item and realizing it was too small. I went on their website to see about returning the item. The promote a "hassle free" return policy but it was almost impossible for me to find any information on how to process a return. I chatted with their chat bot that sent me a link to their long "hassle free" return policy and was able to find a link to the form I needed to fill out to start the process. The form asked me to upload pictures verifying the item was in good condition. After completing the form and uploading my photos, I hit the submit button - which tool me back to their website landing page. No confirmation, no next step, nothing to acknowledge their receipt of the request for return. I went back to the chat bot and after getting no where I requested a live person who told me they received the request and it would take 24 hours for the return department to send me the return label. I explained that I used a gift card to pay for part of my purchase and they told me that 5 days after receipt of the item, their credit department would mail me a check. I called and asked to speak with a supervisor who told me the 24 hour wait period was necessary for the return department to determine the FedEx cost of shipping - so they could deduct that cost from my refund. (I find it interesting that they use USPS to mail me the item, but then want to bill be to have FedEx return it). After about an hour on the phone with their supervisor, they told me due to the high cost of shipping the item, they were going to process a refund and told me I could keep the item. Might sound like a decent plan - if I could use the item and if they weren't going to deduct the shipping cost from my refund. Think about that one: they told me to keep the item I don't want and said they would process a full refund - minus the $15 shipping cost that I would've been charged if I return it. In the end, I wound up with something I cant use, spent over an hour on the phone, and gave them $15. So much for "hassle free".

Order a Willington Cape Fear Classic that was shown as being in stock. Got a call saying that they couldn't fill the order but could sell me a similar grill (which had poor ratings) instead. I asked for a refund (I paid through PayPal). Here it is a week later I still haven't received my refund. STAY AWAY FROM THIS COMPANY?!

As you can see I was told the refund should take 24-48 hours. The following day I drove an hour to an Ace Hardware and am happy to report I bought the exact same items I ordered from BBQGuys.com and I was pleased to findout the offered me the same deal, a free grill cover. I am writing this review on October 4th and have still not received my refund, almost two weeks after I was told I would. I just has another chat conversation with a “Ashley” and she too was pleasant just like the rest. Here is that conversation: (08:08:38) *** Chuck joined the chat *** (08:08:40) Customer Service: Welcome! Can we help you with anything? (08:09:10) Chuck: Can you tell me when I will receive the refund for order #N26443539C. I cancelled it after it not being delivered. (08:09:16) *** Ashley S joined the chat *** (08:09:45) Ashley S: Hello Chunk, and thank you for chatting with BBQguys.com! (08:09:49) Ashley S: I would be happy to check on this for you. (08:09:53) Chuck: And its been another 2 weeks since it was returned. (08:10:12) Ashley S: I am so sorry to hear this, I will look into this for you. (08:13:34) Ashley S: I am still here, I am looking further into this for you. I apologize about this delay. (08:23:28) Ashley S: I apologize about this delay. I am having a hard time locating the impending shipment. I will need to look further into this regarding the refund as well, do you mind if I provide a follow up email regarding my findings before 6:30pm CST. I will surely get this squared away for you. I just have to reach out to my warehouse to confirm a few things. (08:24:19) Chuck: Thats fine. In the meantime Ill begin drafting my reviews. Thank you and Ill look forward to your email. (08:25:13) Ashley S: My pleasure Chuck, I apologize about this issue and I will get this taken care of before 6:30pm CST, we will be in touch soon. Thank you for chatting with BBQGuys - home for all your outdoor living needs. If you have further questions, feel free to reach out to us again via live chat, or call one of our experienced agents at 877-743-2269. Have a great day! (08:26:44) *** Chuck left the chat *** She did email me and this is the email I received: Hi Charles, Ashley here - It was a pleasure chatting with your earlier. I wanted to provide an update on my findings regarding your refund status. It appears that I have to retrieve confirmation from the warehouse regarding the status of the shipment. The warehouse is closed for the day, however I have emailed them today so I can have an update for you first thing Monday morning. I appreciate your patience during this time and I will surely get this squared away for you. Please let me know if you have any questions and or concerns. We will be in touch on Monday. Thank you, Ashley BBQGuys Online Sales Representative (Email address has been deleted) 877.743.2269 So, by the time I even get a response, BBQGuys.com will have had over $1500 of mine and I have absolutely nothing to show for it. With that said, I HIGHLY recommend no one use this company for any of their needs. These people are polite and appear to know what to say to drag people along, just like con artists. I do NOT recommend this company.

Quick vendor review for anyone interested in the BBQ Guys who advertise here. The design team is pretty impressive and the products seem to be good, but their delivery service sticks horribly and the email advertisements are extremely misleading. I would give them a 2 out of 5 stars and I've purchased several items from them so far. - Quick update. Received the send large grill yesterday afternoon and it was the wrong unit. In addition, the free assessory enticement was missing. When contacting Customer Service (company service) dept. of BBQGuys, I was asked to send pictures of the wrong grill as proof even though in email correspondence, they admittedly sent the wrong unit.

DO NOT USE THIS COMPANY! They falsely advertised on their website and the "cooling drawer" doesn't cool and doesn't insulate either. Have you purchased a cooler that doesn't have insulation before? I doubt it. We in south Texas the ice melted in 5 minutes and the drinks were warm shortly thereafter. Its a useless paper weight, poorly designed, falsely advertised, and BBQGuys won't even give me a partial refund. It will be on the curb tomorrow for trash if anyone wants it.

DO NOT RECOMMEND PURCHASING A PRODUCT FROM THIS COMPANY. WE PURCHASED A NEW 1200 GRILL FROM THEM WITH A WARRANTY. ONLY USED IT ONCE AND IT BROKE WITHIN THREE MONTHS OF PURCHASE. THEY STATED THEY COULD NOT SEND A TECHNICIAN OUT TO TROUBLE SHOOT THE GRILL NOR GIVE US A REFUND. THEY TOLD US TO CONTACT THE MANUFACTURER, WHICH WE DID, TURNS OUT THEY DO NOT SEND OUT TECHNICIANS EITHER ONLY SEND OUT PARTS AND EXPECT YOU TO FIX THE GRILL YOURSELF.

I ordered an entire grill package from this place over 4 k. and the fridge has never worked, they give you a complete run around about honoring what they sell. tried to mail me parts to fix the thing. ( I did not buy a new item so I could fix it) I would avoid this place at all costs.