BBQGuys.comReviews of bbqguys.com

Terrible customer service. I ordered a patio umbrella, paid for it. Three days later I received a notice the order had been cancelled and my payment was being refunded and I needed to place a new order. USPS had changed my zip code by one digit since my last order. They did not recognize the new zip code and would not process the order under old zip code. They could or would not process the order. I was told to reorder if I wanted the product. InInsanity! Would not recommend this company.

The salesperson was awesome (only reason for the two stars). We received it but the stove part was dented and of course the lid doesn’t sit flushed now. Reported it per instructions with pictures and waited. Still waiting…Got the glass rocks and the package was destroyed and rocks (yeah I know they have jagged edges doh), the edges were bruised and crazed with white crushed zones. Totally ugly but nope your rep disagreed and said it’s all good. Had it looked at by others and nope they are damaged (why did I even have to do that)?Would you folks pay for this and accept it?? Now we are going into our second week and I am still waiting for the stove “decision” - guess I will be told to live with the dent too but pay the price and stuck with bruised glass but the set cost over $3,000 but let’s save money and not help the customer on less than $100 rocks that are totally unsatisfactory. Really how you do business??? Sad…we have to “fight”. Will not recommend doing business with you to anyone since I am now caught up in this game of waiting while I pay interest on a product I can’t use. Sadly disappointed. Definitely not customer service oriented after the sale.

Ordered over $19,000 worth of equipment because I was told they would help me with my design. It's taking an act of congress to get a response from our salesman. Just ghosted us so we got someone else to help us and all they sent was a prototype of what I myself drew up with no dimensions whatsoever. Been trying to call and guess what? Ghosted again. Have about another $10,000 worth of equipment to order and it won't be through BBQ guys. Look elsewhere if you don't want to be ghosted.

There was no indication when I placed my order that it would not be fulfilled for several weeks. I ordered my grill and accessories on May 17th and still have no update on when it will ship.

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I have to say that my experience as far as customer service goes is exactly the same with these guys. I really wanted to rate it a one star, but my experience wasn't awful and there is still hope directly with Primo. Suffices to say I ordered and paid for part, part failed within a short period of time. Since you cannot get them on the telephone (trust me, I waited), you are probably best through the chat. All I got was "well, it didn't get there damaged so you have to claim that with Primo", a link and polite dismissal (I was going to put two letters but AI would have caught it). So there IS no customer service. By the way, this was a $500 part so it isn't just chump change. They do not warrant what they sell and are not even accessible to you after the sale. The phone message actually says something to the effect of, "you can wait if you want, but we probably won't answer so contact us online". I THINK there was an actual person on the other end of the chat but I could be fooled. Certainly AI would have come up with more help and a better explanation...good luck and proceed with caution!

Sends multiple ads to email and pop-up ads while searching online with deceptive discounts which don't apply to the items they advertise in the ad since small print in a separate link excludes all popular items. Waste of customer time who then needs to remove items from their cart by accessing it from their email (more wasted time). Bought from a reputable retailer for same price.

My Victory Grill has been great BUT..... I needed to get replacement grates since the ones I have are rusting and was told that they have no part for it, and never will since it was discontinued. Now the grill is still for sale and advertised with a lifetime warranty but according to customer service that warranty is worthless now that it is discontinued. it is a bummer as I have no complaint about the grill beyond the grates rusting.