pitboss-grills.comReviews of pitboss-grills.com

Customer service is lacking. I ordered and paid for parts aug31, on Sept q i was told they are are on backorder. I replied when i ordered the salesman verified they were in stock. Then they said it was because of labor day holiday. I started i ordered on aug 31, there was no holiday. They didn't have an answer, just said it was being processed. Very quick to take my money, charge shipping but no hurry to ship parts. Customer beware.

Only thing I can say i like is when it wants to work it holds temperature really well construction is cheap and for the most part junk from the first time running it i should have boxed it back up and returned it very slow to heat up constantly err code I've replaced all the parts they say to replace twice with no fix I trust my 15 year old traeger over my 2 year old pitboss any day its just junk I wouldn't give it to my worst enemy

I wish I didn't even have to give them a star. We had owned our smoker for two months and the first time using it, it started on FIRE. Since then, it has not worked, we have replaced the parts that we were shipped. Mind you, we are not electricians, we were having to replace control boards, plugs etc. We even hired an electrician, and he couldn't fix the issue. Fast forward 11 months, we are still dealing with it. Because we purchased it from Lowes our options are "limited" and they are still wanting us to try more troubleshooting. They do not stand behind their product as far as i can see. It's beyond frustrating to us that we spent a decent amount of money and they cannot simply replace the unit or reimburse us.

Arrived with a caved in top that would prevent it from working correctly as it was no longer airtight. A screw in the side panel was out and would not thread into the hole. Customer service said just take the screw out and the top caved in was just cosmetic. Don't waste your time they clearly don't care. Worst part is the box or protective packing didn't appear to have this kind of damage so I assume they packaged it like this.

The grills may be great but the order processing/shipping is horrendous. Going on 2 weeks and my order still hasn't shipped. The only reason I ordered it directly from Pit Boss was their impressive military discount but I guess their appreciation for first responders and military stops at the price!

Save your money and buy a real smoker (Recteq, Traeger, Webber, Camp Chef...etc.) Pit Boss customer support lies, they're built cheap and have faulty parts. I've had an Austin XL for 3 months and for the last month it has been un-usable. First the control board failed, then once it was replaced, we turn it on and then the Igniter failed. We called customer support and they said we will get the part right out to you. Its now 2 weeks later and the part hasn't shipped. I received an email on 7/30 that they had gotten the part in on the morning of 7/28 and the part still hasn't shipped as of 7/31. We learned our lesson and I ordered a Recteq yesterday which will be here well before the replacement igniter.

I have purchased three Pit Boss grills, but after this experience, my current grill will probably be my last. I filed a warranty claim on June 16 to have a failed igniter replaced. After waiting a month without receiving the part or meaningful shipping information, I contacted Pit Boss again on July 16. During that time, I missed using my grill for the Fourth of July while family was visiting, which was especially disappointing. Because of the delay and lack of progress, I sent a formal letter to Dansons, the parent company of Pit Boss. Their eventual solution was to tell me they had pulled an igniter from another existing unit and would send it to me. While I appreciate finally receiving some type of response, I do not believe this adequately addresses the poor communication, lengthy delay, and inconvenience caused by the warranty process. I was not asking for special treatment. I simply expected Pit Boss to honor its warranty promptly and keep me informed. As someone who has supported the company by purchasing three of its grills, I expected better customer service and a stronger effort to retain my business. I do not like being rude or disrespectful to companies. I simply take my business elsewhere when I am not treated as a valued customer. Unfortunately, after this experience, I do not plan to purchase another Pit Boss product.

Wish I could do a 0 star. I got a brand new Pit Boss Smoker, Austin XL a few months ago and apparently the igniter went out and it’s a pretty common issue (which is dumb). I called in 14 days ago for a replacement warranty part for the igniter, which I was told would be 7-10 business days. I called today and they haven’t even shipped the part and they couldn’t give me an ETA of when they would actually get it done. When I asked them if they could do anything for me they said that they didn’t control the warehouse. This is absolutely terrible service and I wish I would’ve bought a Traeger.