Char-GrillerReviews of chargriller.com

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

Paid electronically back in January for parts that I didn't select and returned it and had to pay $26.00 for return shipping. It was received on 2/21/23 after providing proof of return with a tracking receipt but still haven't received my refund. I was told another week or so. If you can confirm that the return is in, why hold my money. Just trying to get the right parts which ultimately I will be giving the money right back. I have bought 5 Char-Griller grills or smokers through the Yeats and I am growing bitter. Every response is sorry have a nice day or weekend. About fed up!

I have had a 5050 Dual fuel grill for about 10 years and have been happy with it. I am now faced with needing either parts for this one or replacing it. I have tried to communicate with the company with a couple of questions. NO live communication, ALL chat with a bot which is like talking with a brick. The forms have drop down menus that won't drop down or me. I've tried this on my tablet and my desktop. Neither allow me to get my questions answered. So I spend all this time so that they don't have to pay someone to provide actual customer service. I could get replacement parts for under $100 instead of spending over $400 for a new set up. I will probably go new... but not with Char Griller. At this point, Z Grills are looking pretty good. Good bye Char Griller, you are the weakest link. Update. OK, so later,I went back into the website. Again navigated through the Bots and got back to the "send us a meessage" area. The drop down boxes worked this time so I was able to send a message. Next it says it may take 5 business days to get a response. Basically thats a week to answer a message.

I purchased a $200+ BBQ/Smoker. The grill grate that one places charcoal on totally melted after several uses - it totally contorted, as did the heating rack above the cooking grates. I was told by customer service that I was to blame for the issues because the grill overheated and I "used to much natural lump charcoal." I have never had any issues with metal melting using the same cheap $30 Weber grills for 4+ years, using the same amount of lump charcoal. Never. Given the number of times (few) I have used the grill, the low to medium temperatures I used the grill at, and the extent of the metal grates melting/twisting, it is obviously a materials-quality issue. The outside of the grill is nicely built - no complaints, but they are obviously using substandard materials for their internal parts. #Chargriller customer service is snotty - and of course they did not honor the warranty. Caveat Emptor