Char-GrillerReviews of chargriller.com

I ordered replacement parts. They kept the money, but couldn’t be bothered to fulfill the order. I understand welds break over a couple years from heat and cold. Which is why I ordered replacement parts, but summer’s over, folks. I love my grill, but these jokers have soured me on this company. — Update: I sent an email to their customer service on the weekend, before leaving this bitter review. Two days later, I got a confirmation of packing slip. Next day it shipped! I finally got the parts ordered back in July. I had to have a final fall barbecue before I packed the grill away for the winter :) Biggest steaks I could find were inch-thick sirloins, “lazy cut” at the meat counter. It’s where they don’t separate the steaks, just slice the sirloin butt directly, giving you three in one, grains goin’ all different directions. I didn’t care. I got to spend Sunday afternoon with my wife, sipping tea in the garden, watching the bees work over the hyssop, waiting for the mesquite coals to set up. Then kissed the steaks with hot smoke for about 25 minutes a side. Perfect surface red all the way around. Gorgeous! We had the filets for dinner, and saved the coulettes in the fridge. Thanks Char-Griller! You have redeemed yourselves.

My item was missing a screw so I emailed to ask for one. I then got bounced round two British companies and eventually told just to return the item, even though I made it clear I did not want to. Given the price tag, I expected a lot better.

This has to be the worst customer service I've ever experienced. Bought the gravity 980 on June 25th. August 23rd got ErF on control panel. Contacted customer service and 2 days later get an email to do a laundry list of things before they would replace the fan. Told them I did all those things and haven't gotten a response back. Now my temp won't hold. I know it's the flap in front of fan. I ordered one but no indication it's shipped. Can't call them to talk to them they won't answer the phone. The chat doesn't work either.

The previous reviews are definitely accurate. I ordered a smoker box add on for a grill and after 3 weeks asked for a status update. A week later I was told the item I ordered was not available and my order was canceled. They provided a link to the new item which was of course more expensive. I won't be ordering it. Their customer service is not customer or service oriented.

I wish there was a zero to rate char stealer. Ordered replacement parts and 3 months later have not received them. Customer no-service has HORRIFIC communication. I feel that I’ve been robbed.

Bought a mini acorn from Amazon, was packaged missing screws. Multiple attempts to contact no avail. Terrible customer service, cannot use grill because parts are missing. Eventually got a half***response saying they'd send out replacements, no mention of when they'd arrive and no apology or attempt to compensate my inconvenience

There's nothing more frustrating than buying a product and not being able to call the company and ask them. Questions or even purchased more items from them.

Long story short, this company is a scam because they claim to cover missing pieces but they will never ship it. Terribly late email responses from their customer service have been telling us that their order delivery is behind, and it's been 4 months. Multiple parts were missing in the original grill purchase. We submitted a request for free missing parts through their website, received an automated email saying we'll receive a second email with shipping information. Char-Griller company still haven't sent the parts out after four months. We placed another parts replacement order (this time we paid for the parts) to see if the order will ship sooner with payment, and this is at a complete stall too. We have since received two responses from a human representative with terribly snarky and vague attitude about delayed deliveries. What a scam. We missed out on majority of the summer to grill because of Char-Griller.