BBQGuys.comReviews of bbqguys.com

Found the NG inline timer - I received it in just a few days!

Ordered an "in stock" item 2 weeks ago. No shipment, no refund. Tried support. See response below. Guess they are very busy. ##- Please type your reply above this line -## Hi ______ We appreciate your message and are working to answer you as soon as possible. For the health and safety of our employees, we are working from home. Along with an increase in our average number of requests, this may delay responses. We are responding within 5 - 7 business days for most requests. Thank you, Sales and Service Contact Center This email is a service from BBQGuys Customer Service. Delivered by Zendesk | Privacy Policy [DOWL0O-X657] Thank you for your response. Will try to post so others can understand. Show quoted text

Ordering was easy. I wanted a 15 in skillet for browning space and I got a quality skillet. It just needs another good layer of seasoning to make it perfect.

Decided recently to start smoking meats. Did the typical research and decided to buy a more professional electric smoker from BBQGUYS. Love it, it's great. Everything I have done turns out great. Because I am new to smoking I also needed some other accessories that I ordered with the smoker. This is where I get upset. Shipment was missing one item. Yeah I know it was only one item and they were 75% accurate but I needed this to start smoking so had to go out and buy one. So after 4 emails over 3 weeks I still have not even received 1 reply. Yeah the whole covid thing has disrupted business. Deal with it like we all have. They didn't have any problems charging my credit card right away. So they get a 2. And only because the smoker is great. BTW, because I needed to go out to buy the missing item, I found out I can buy the same wood chunks local that BBQGUYS sell. BUT FOR $6 INSTEAD OF $25. Go figure.

Good price. Nice product. Super fast shipping. If I need anything else that they sell, I won’t hesitate to order from them again.

I ordered a KJ Classic 3 off their website on May 8th. I went with them over amazon because their website reflected that it would leave the warehouse in 1-3 days as opposed to Amazon's 1-2 weeks. I was very disappointed when I went to check on my order to find out that they were actually sold out and on backorder. They did not even inform me of this. Instead, I emailed customer service when I found out and they verified the situation. Be aware, they will go forward with charging you for the item regardless if it is in stock or not. The item was advertised to have a "free gift" of accessories when really they were the standard package offered when you purchase the grill. For this particular item, the website does now reflect a longer delivery time as well as that the accessories are included, but they still have it under a "special offer", which to me is still deceptive. A few emails that kept promising "we should have new stock soon" would come every other week. Tried calling for an actual update, but no one ever answered. Sent another email and it took over a week before I heard anything. Well, I finally received my order yesterday, July 1st. The delivery was excellent. The item arrived undamaged and the truck driver was very helpful in getting it right up to the garage. Overall, this company provided a quality product, however, their customer service leaves much to be desired.

This is the letter I sent to BBQGuys after weeks of complaining! I bought a fire sense lpg fire pit from BBQ Guys, mid March of 2020. I bought it early as to not deal with out of stocks when spring came, as it looked like it would fit my decor outside. The item number is 61898, order number N27036613C and order date March 18 2020. I live in upstate NY, and obviously due to inclement weather, snow in May etc, I was not able to use the fire table until the very end of May. I followed the instructions to lite the burners per instructions that came with the unit, and the tag on the burner assembly. This unit WILL NOT LITE with the ignition System it has. I can hear the gas flowing, and can see the spark, but nothing happens. I have to lite the unit manually, which is for all intense and purposes dangerous. Yes the unit is brand new, with a newly filled propane tank! I even tried a different tank, and bled the line thinking I might have an air lock, but it wouldn’t lite. I emailed BBQ Guys and chatted with Chris McLaughlin at customer service on 6/4, and he threw all kinds of “what ifs” at me. I told him, this is a brand new unit, with a full tank. So Chris said he would create a ticket number, and pass it up to the resolution team. I asked Chris for the ticket number, which I never got. Waited until June 14, and heard nothing back, so I emailed Chris back, and told him that I think this issue has fallen on deaf ears! He got back to me on June 18, saying “Sorry it’s outside the time frame for our resolution center to handle this claim”. And to contact the manufacturer to set up a warranty claim. Gentlemen, this is poor customer service at best! I understand that Covid-19 puts a damper on resolving issues, and I have been patient due to that fact. But come on! Couldn’t Chris have told me that I needed to deal with you right away! All my emails to BBQ Guys have been ignored since June 18, however I do get constant text messages from them about buying their products, so I know they are still in business. Perhaps you should partner up with a company that actually cares about customers, because BBQGuys doesn’t. So my simple question is......will someone replace the burner unit, if that’s what needs to be done? Or is there something else that needs adjustment? Please help! I am frankly at wits end here, and all the people we entertain love the unit, but question why I have to lite it manually? Regards, Greg Felice

I had waranty issue and they made it good.