Grill CollectionReviews of grillcollection.com

I ordered an NG grill, the grill was shipped in a box annotated "NG". In addition to install and operating instructions I found an "NG conversion kit". I was confused about that so I called to ask if I was required to convert the grill myself. I was told that I was, so I followed the instructions provided. I again called you when I was unable to adjust an extremely low flame level. During the second call I was told that I indeed was shipped an NG ready grill and that I had to undo my conversion and reinstall the NG orifices. I was frustrated and irritated by both the erroneous and conflicting customer service information provided and, the waste of time that resulted from that information.

I bought a Broilmaster P4XF propane. It looks great but it doesn't work as it should as it gets way too hot (over 800F) in the LOWEST setting. They were helpful to replace the regulator under warranty. Didn't help. After that they lost interest in solving the problem. Communication has stopped and I still have a defective product. A two star for the fact that the regulator was replaced.

I made the order on the website, then paid for the order via another email, then got a confirmation email, and waited 10 days with no communication other than marketing messages. I contacted grill collection and was told that the warehouse didn't get back to the order team in time and my payment authorization was lost so I had to pay again. No apology, no effort to make it right. Surprisingly, I paid for the order again, and got confirmation again, but this time I got 2 tracking numbers. I got two orders but was still missing the main component so called and after a hassle was given another tracking number. All parts ended up arriving and I'm impressed with the quality. Order experience was a 0, but the parts ordered are a 5 so I ended up at a 2. I can get quality equipment elsewhere so probably won't be back.

Terrible customer service

As far as I can tell, this is just a dropship company that orders directly from the factory in China and doesn't maintain warehouse stock. While they did eventually fulfill my order, it took over 7 months and a dozen follow-up emails. Overall, I don't recommend this company and won't do any future business with them. To add more detail: I placed an order in August 2023 for 4 grill accessories (a wok, a wok ring, a griddle, and some drip pans). They emailed that the items were backordered and would arrive in December, 4 months later; I replied that was unacceptable and I'd like a refund. Suddenly 2 of the 4 items were available to ship immediately, which I agreed to and received within a month. But it took until March of 2024 (7 months!) and multiple back and forth emails (including ignored requests for refunds on the outstanding items) before I received the final two items. To their credit, I did eventually receive all of the items that I purchased. But the experience was horrible, took forever, and I wouldn't recommend them. I'd be particularly wary of giving them hundreds of dollars for a grill.

Did not receive the drawer I ordered; an incorrect drawer was delivered instead. Now it's a hassle trying to get my originally ordered drawer and return the incorrect sized drawer. And, to top it off, Grill Collection is charging me for returning the incorrect item!

Getting a reply from service took days sometimes. The product I bought says takes two people. It took four just to unstack the two cabinets as they are extremely heavy. Why they shipped this way makes no sense. I asked questions about your products and nobody seemed to know the answers. Very frustrating experience.

Delayed and re-scheduled delivery. I contacted Grill Collection and never heard back. I dealt directly with 2 delivery companies and finally resolved.