GrillioReviews of grillio.com

I ordered a full outdoor kitchen with griddle, grill, stainless steel cabinets, and the upgrades on the grill. The website states that the customer will be contacted prior to delivery and be given a delivery window. I was never contacted and a pallet was delivered in my driveway in front of my garage door blocking my car. I called Grillio and voiced my concern and that the grill had not been delivered. They apologized and made excuses and said the next delivery would be signature required and I would receive a call. The delivery company DID NOT call the following week when they dropped off another pallet with the grill. When I called customer service, they made more excuses and said they were sorry but it was the manufacture's fault. She said to make up for it she was sending me a pizza and grill accessory kit. Also, she would send me an email immediately after the call confirming. So....never received an email and never received the accessory kits. Tory was great in sales in explaining everything, but the delivery and service is poor. I have to add a few more items as the outdoor kitchen project are expanding and I am shopping for all the new items at BBQguys.com. Grillio has good pricing but terrible service and they blame everything on the manufacturer when they should be aware of shipping procedures.

I waited for 2 months to get a return authorization. I finally got it and returned the part over 2 weeks ago. I still get a run around about where my credit is and it hasn't even been issued yet. They put you on hold for 10 - 30 minutes and come back with a new excuse. Poor customer service

Ok, normally I don't like to write negative reviews but my experience with Grillio warrants it and hopefully it will help others. I ordered a $3K Gozney Pizza Oven from Grillio in early June and was assured the day of purchase that yes, the item was in stock and ready to ship. They even said they double checked availability that morning and could direct ship to me for a quicker turnaround. 2 weeks later, no grill and no updates. I reached out and was told the ovens were not available and they were not sure what happened but they expected delivery in next few days. I waited another week and still no grill, still no communication. In my follow up call, they said they were "waiting for tracking information". What does that mean, I asked. After digging in, they confirmed they they didn't know when their "distributor" would be sending them the oven but would check other distributors and get back to me. 2 days later still no word back. In all, I made many phone calls and emails (>10) with promises to call me or email back with information which never happened. Ultimately, over a month later, I decided to cancel the order which was yet another frustration. "We can't cancel your order without you talking to the sales manager". I call the sales manager who says yes he "approves" the cancellation and not sure what happened. Next call with customer service confirms they can go ahead and cancel but they cannot refund the money until their distributor also approves canceling the order from the distributor side. After that it can take up to 14 business days for the accounting team to review and reversed the financial transaction (it actually only took 2 or 3 days). Suggested improvements: 1) Grillio should not accept orders for items that are not in stock or back ordered without telling their customers. Don't make promises you know you cannot keep. 2) When delays do come up, Grillio should proactively inform customers of the delay rather than waiting for customers to call them. 3) Keep your commitments. 4 out of 5 different people I spoke with promised to call me or email me back with updates on my order. Only 1 person actually did that and that was the person that helped me ultimately cancel the order. After all of this, I would think twice before chasing the lowest possible price and seek out companies that maintain their own physical warehouse and have hands on accountability. I wound up using BBQ authority who shipped my Gozney in 2 days and I was extremely happy with them.

They get a 1 star cause it’s the lowest you can give. Ordered a grill on June 23rd and was charged right away on my card. Never received a shipment number or any information. Called a week later and was told they will look into the order and get back to me, which they never did. Called again a couple days later and was told the same thing. Again never received a call back with any information. 3rd call and you guessed it, we will look into your order and get back to you. I said I am done and just cancel my order. She apologized and said if it has been shipped by the distributor, then it can not be cancelled. She will call me back within 24 hours. Well guess what, no call back and 2 days later, same answer from her manager, this time a couple of hours. I requested a cancellation of the order and full refund back to my card which should’ve never been charged before shipment. Stay away!!! The best price does not always deliver!!!

I ordered a $3,500 grill on 6/2/26, with an estimated delivery date of 6/24/26. My credit card was charged that day. I never heard back, and I called 6/30/26 to check. I was informed that the grill had been discontinued and that a refund would be issued in a few days. I should have been informed as soon as they knew that the grill would not be shipped and a refund should have been processed. To make it worse, the credit card payment was due and was paid. So now I will have a $3,500 debit balance on the credit card.

I ordered a grill accessory for 149.00. The order was confirmed and my card was charged. I waited a week for a tracking number and finally just called after no reply from my email. I was told it was shipped from the distributor, but they were waiting on a tracking number. The representative said they requested the tracking and would send it to me shortly. 4 days later I receive an email my order was cancelled. NO EXPLANATION GIVEN. I emailed requested what was happening….no response. I called and they blamed the distributor and asked if I wanted an expedited refund. I of course said yes. I was informed I should see my refund in 5 business days. I said no way. First off, you should not charge my card until the item was shipped. Second, you don’t get to hold my money and waste almost 2 weeks of my time and not issue a refund the day the item was cancelled. Very unprofessional. I almost feel like this was a scam.

I ordered a grill cover and later the same day, received a phone call that it was an older model and I had to pay an additional $100 for the newer version. They said the old model wasn't an option anymore but they still had it on their website and showed available for order. They also wouldn't honor the price we paid for the only newer option they had. Complete bait and switch. He said I could either pay the extra $100 or cancel my order. Ended up canceling as this is terrible business practice.

This has been resolved. If you buy from Grillio, you better hope you do not have an issue as it will not be taken care of. Have been dealing with them since September 2025 and still not settled. Purchased the Cal Flame pizza oven June 2, used it once. Manufacturer issue. Manufacturer issued credit to Grillio to give us our money back. We still have not been issued a refund as of April 15, 2026. Only correspondence we get is when we call and talk to Cherise. She does not follow up. Have asked several times to speak to the manager with no response. THIS IS NOT HOW YOU RUN A BUSINESS! WE HAVE BEEN MORE THAN PATIENT! Doug Nitz