Walter T.
Avoid these BBQ's!!
I bought a 3 burner grill from Costco here in the UK. after partially assembling this i realised the front right hand strut was incorrect as there should have been a threaded portion where you connected the bar containing the magnets to each side. With correct orientation, the threaded portion was at the bottom! I emailed the Nexgrill Customer Service team with attached images to show the problem but i never heard a thing from them!! I took the whole grill back to my local Costco but they had none in stock so i had to drive 50 miles to get a replacement. When i started to assemble that one, it was also incorrect. There is no UK Customer service number but i called a US number at my expense. I spoke to Tiffany who found my email and was able to see the images that i had sent. She told me they were out of stock of the right hand strut and suggested they had probably put 2 x left hand in the box instead!! She told me she would escalate this as she realised how upset i was. I still have not heard anything from them in over a week! I decided to drill a hole on the strut myself and fit a not and bolt to hold in place. I have now fully built the Grill and it works fine but i should not have had to do this from a grill that costs well over £300. I am going to report this to Costco so that they are aware of these issues but i am not confident anything will be done about this. Poor, poor customer service i have to say!