William G.
Wrong item sent. Somehow my responsibility.
I ordered the 20” heat deflector for my Vessils 20” Kamado grill. They sent the wrong item and insisted I take time out of my day to return the item or be charged for it if I want to get my heat deflector. They offered a 10% discount on my next purchase. I told them the item I wanted and asked what their best offer is because a 10% discount doesn’t even cover gas these days let alone somebodies personal time. When I told them the item I wanted they said it’s out of stock and they don’t have a plan for it to be back in stock which is weird because two days earlier I have a screenshot of a message with a representative trying to sell me that same item. Seems like they were trying to dodge losing money on their mistake. I’ll be buying other brand accessories.
Response from VESSILSJun 11, 2026
Hello William, Thank you for sharing your feedback. As a fellow business owner, we appreciate your perspective and value integrity when sharing professional experiences. However, we would like to clarify the timeline of events regarding your order to ensure the facts are accurately represented: 1) Refund Process: We proactively issued a full refund for your order before sending you a shipping label to return the incorrect item. We never insisted that you return the product prior to receiving your money back, nor did we ever insist that you return the wrong item before we would ship a correct replacement. 2) Compensation Offers: When you requested compensation to return the wrong item, we offered a 10% discount on a future order. Alternatively, we offered to let you keep the incorrect item permanently at a 30% discount. 3) Stock Replenishment: We initially had no plans to restock this specific item. However, when we recently decided to process a one-time replenishment shipment, our team reached out to offer to add a unit specifically for you. Because that replenishment shipment has already departed our supplier, that specific option is unfortunately no longer available. We always strive to take full financial responsibility for our mistakes, which is why your order was fully refunded immediately. We wish you the best moving forward.