BBQGuys.comReviews of bbqguys.com

BBQ Grill Mat was received as promised, on time and was exactly as described. Ordering process was easy, no complaints.

I ordered a complete BBQ package which included the BBQ, a fridge, a sink, and a cabinet door. I also ordered a seperate door and three drawer unit. Spent about $2300. I would give them three stars, but the turn around time on some the items was terrible. The Drawer unit took a month to arrive and was damaged in shipping, and I then had to wait another 3 weeks for the replacemnt. One of the drawers is abit out of alingment. The separate door order took 3 weeks. Customer service and communication were slow at best. They did give me a discount on item that was out of stock, and on back order for 8 weeks. but because of the turn around time on orders, I will take any of my future BBQ needs elsewhere.

We ordered gas patio heaters and BBQGuys led us to believe they were confirmed and ready to ship. 3 Days later we get notification that they did not have them in stock. Instead of offering a different product or finding a solution, they simply sent an email stating what happened and that they issued a refund. I wasted 3 days thinking the order was confirmed only for this to happen. This had a huge negative impact on their business reputation and had negative effect on our business. They should have been honest and stated they did not have them in stock and it would have given me the chance to continue my search. I will never again think about a purchase from this company. Customer Service was unable to provide any follow up other then "I am sorry for your experience".

I bough a entire set for my outdoor kitchen $$$ than the Blaze LTE Built-In Natural Gas Stainless Steel Double Side Burner With Lid - BLZ-SB2LTE-NG by Blaze Outdoor Products ID # 2975484 Model # BLZ-SB2LTE-NG come missing the top handle ! after 10 months and hundreds of pictures and emails today I reach my limit ! they just don't care after you buy !

Poor service. We purchased a built-in gas grill, burner and other equipment last September 4. It was supposed to be delivered late last week, which they tried but only gave us one hour notice. They said that they would deliver this week and to date no notice. It has been 11 days since purchase.

Great products and customer service

I purchased an outdoor kitchen grill and beverage center from BBQ Guys on 3/10/20 for $5844.42. I was told it would ship in 2-3 weeks, and my purchase was based on that expectation because I had an immediate need. It did not ship as promised, and while I received a couple emails advising of repeated delays, I was given further false shipment dates and I repeatedly had to follow up when the product didn’t arrive. Regardless of circumstances, there is no excuse for the poor communication and incorrect information provided repeatedly without correction or follow-up. Finally the product shipped around 5/21, a full 2 months beyond the expected ship date. When delivered just over a week later on 5/29 it arrived with a broken countertop. I immediately contacted BBQ guys with multiple photographs of the damage was clearly represented and identifiable. I received no response so followed up on 6/4 and was told that same day that a replacement counter section was being shipped to me. I received it on 6/18 and discovered it was the wrong replacement component. Again I notified BBQ Guys that same day and sent a photo/illustration of the incorrect section received and another photo of the section it should have been. On 6/19 I was told the correct part was being shipped. I followed up via email on 6/30 and again on 7/7 and did not receive a reply to either. I emailed again on 7/14 nearly 4 weeks after being told the 2nd replacement was shipping, and finally received a response another week later on 7/23 advising the correct replacement is "on the way" and would be sent out by the end of the following week. I followed up again the next week and didn’t receive an immediate reply, however was informed on 8/5 that the replacement had just shipped. It arrived on 8/7 and again was all broken in many pieces. I immediately informed BBQ Guys with photos of the crumbled countertop and unusually did receive a reply the same day stating they would send another – the 3rd replacement – and I was told a 25% discount would be provided for all the trouble. I spoke with the representative “Dana” by phone in addition to email, and this was the ONLY time and the ONLY person during the entire experience with BBQ Guys where I felt someone even cared. I did receive the 25% discount refunded to my credit card, and a week later on 8/14 I followed up again to inquire about status of the 3rd replacement as I had heard nothing further. I received a reply same day advising the replacement would ship 8/26. I heard nothing further and followed up on 8/31. On 9/2 I received a reply stating the replacement had not shipped and they were “working very hard to get your item shipped out as soon as possible”. I replied same day restating that I had ordered this product 3/10, nearly 6 months ago, and STILL do not have a non-broken countertop rendering it essentially unusable this entire summer. I asked for further definition of “as soon as possible” and an actual date I could rely on. I did not receive a reply, and inquired again on 9/7. I then asked for the product to be picked up and a full refund issued if they were unable to promptly replace the broken countertop. I received no reply, and followed up again 9/10 and again received no reply. This has been one of the worst experiences I’ve ever had with any company. Nobody takes ownership, communications are horrible, and commitments made are rarely accurate or fulfilled. Having the original product arrive months late and damaged, then the 1st replacement shipped as the incorrect item, then the 2nd replacement arriving also broken into many pieces is a clear indication their fulfillment operations are as dysfunctional as the customer service. Waiting more than 6 months and still not having a viable product is beyond reasonable. I’ve again asked for a full refund or firm commitment as to when I will get a correct replacement in good condition, and have received no response as of today 9/12/20.

Really great service in spite of a hurricane striking the day after I placed my order. I was very surprised there was no delay in the delivery of my order. I was able to track my shipment easily and it arrived when promised.