GrillioReviews of grillio.com

I ordered an oem Viking grill cover from grilling and got the wrong cover. Wrong material and no Viking logo as pictured on their website. I called their customer service department and explained the problem. They asked for pictures which was weird from the start. Sent the pics the same day. Now we are a whole week later and still no return sticker. Talk about red tape and one delay after another. If this is supposed to be a seller of quality grilling equipment, then their customer service and support doesn’t live up to their standards.

Order shipped late. Order had a damaged item, and was missing an item. Most of these issues appear to be with the manufacturer Mont Alpi. Contacted customer service and did get a quick response however was told my claim would be answered in 48 hours. More than 2 weeks have passed and my issues have not been resolved.

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 am in the process of installing an outdoor kitchen and Drew could not have made this process more seamless. I had some issues with my bank which Drew gave me perfect guidance and through it all. I will be coming back to Grillio for any kitchen/grill needs because of the amazing customer service that Drew provided.