Char-GrillerReviews of chargriller.com

I bought a Char Griller 980 smoker a year or so ago and a small part called a “silicone air shutter” eventually became damaged. Apparently it’s quite common. So I contacted the company to have a replacement sent. After jumping thru the hoops of sending pics, sending the serial number, describing the issue, and waiting for a response, I decided to just pay for the part by ordering from their website. After waiting two weeks for my part and receiving no updates whatsoever, I emailed Char Griller several times inquiring about my part. After three weeks, I still haven’t received my part, no explanation or an update on when I would receive my part. Their customer service answering machine basically directs you to the website where they ask you all the same questions they asked during the initial contact. This is the worst customer service experience I think I’ve ever had. I’ve had to replace other parts on this smoker before and after dealing with their customer service again, I remembered how much easier it is to just buy parts on Amazon instead of the lengthy process involved with Char Griller’s customer “lack of service”.

Ordered a lid for a Flatiron griddle on 5/23/2023. Money taken 5/24/2023. No one responds and my order no longer shows. Can't get part or a refund. Did however get a request to review what I ordered but my review was denied.

Took Over 5 days to reply to a request. Over 45 days (after charging my card) to ship repair parts for my 5050 dual fuel. Customer service is NON-EXISTENT. Don't bother with this crap, pick a different brand!

Their customer service sucks! Can't get through to them anyway shape or form! I have had a char griller for the last 8 years and needed some new parts. After ordering online and my account being charged, still no word from them on shipping my parts. Submitted 2 online help tickets. No response. Tried using that crappy chatbot thing. Still no joy. About to hire an attorney. Actually if there were no stars to be given, that's what they would get! Probably got bought by some hack Chinese company and scamming people. Warn everyone you know not to buy this product.

I order parts and received a confirmation number saying parts would ship. The I contact customer service and set a replay that all order are filled in 21 days. 4 contacts later to support and each time I get same response and no contact or information about my products. It has now been 42 days and still no response other than a IT generated email saying part will ship in 21 days of order. Total bull for CS.

Ordered grill and then canceled less than 24hrs later. Received verification ordered was canceled and refund to be processed within 72hrs. Two weeks later, contact Cc company and file dispute and then receive email from char Griller to drop dispute so refund can be processed.

Does not honor warranty. I purchased my Char-griller grill approximately 9 months ago. Followed all the instructions for care (seasoning, etc.). Despite that, it's covered in rust on the inside, the grill grates are peeling, and it's disgusting. This has not happened to any other grills I have owned. Contacted Char-griller, which was frustrating in itself. They have a phone number with an automated message that hangs up when done. You cannot speak to a live person or leave a message. Their "live" chat is a bot doesn't let you leave a message or say what your specific problem is. So I filled out the paperwork and submitted pictures for the 5 Year rust-free warranty. After multiple back & forth emails (they sent me cut & paste snippets of how to clean a grill) and even more pictures, I was told that the warranty does not cover "surface rust", but that I could purchase replacement parts from them. I asked them to confirm that the grill was still safe to cook food in (there's a LOT of rust) and they did not respond. So the warranty is useless, the grill rusts quickly even if you take care of it, and I would definitely NOT recommend ever purchasing from them.

I just bought a new grill and am having a issue and can't get any help from them