Z GrillsReviews of zgrills.com

Response from Z GrillsNov 9, 2023

Hi Michael, we sincerely apologize for the negative experience you had with our customer service. Your feedback is truly valuable, and we regret any inconvenience or frustration it may have caused. Providing excellent customer service is a top priority for us, and it is clear that we did not meet our own standards in this instance. Please be assured that we take your feedback seriously, and we will take steps to address the issue to prevent its recurrence. Again, we are very sorry for the inconvenience. Please let us know if you have any other questions or concerns. Regards, Z Grills Service Team

Response from Z GrillsNov 8, 2023

Hi David! Thank you for bringing this to our attention, and we apologize for any inconvenience caused. Allow us to clarify the process: On June 27, you purchased our pre-order grill with the expectation that it would be in stock the following week after July 2. However, due to fluctuations in stock availability, we anticipated receiving the grill a week later, specifically after July 9. It was around this time that you requested to cancel your order. We sincerely apologize for the delay in our response. Please understand that our customer service team does not work on weekends, and we were unable to provide a prompt reply during that time. On the work day of July 11, we promptly sent a confirmation email regarding the cancellation and immediately initiated the refund process. Unfortunately, we encountered a delay in completing the refund because you had submitted a chargeback on July 9, claiming that you had not received the product. It's important to note that the resolution of a chargeback is determined by your bank, and their decision-making process can take up to 75 days. Once the chargeback was dropped, we were able to proceed with issuing your refund, which was finalized on August 29. We understand that the refund process took longer than expected, and we apologize for any frustration this may have caused. If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your patience and understanding. Regards, Z Grills Service Team

Response from Z GrillsNov 6, 2023

Hi Hendricks! Thank you for sharing your feedback regarding the temperature control in your grill. We understand the frustration this issue may have caused you, and we sincerely apologize for any inconvenience. We take pride in the quality of our products, and it is not typical for our grills to experience the issues you have described. Please don't hesitate to contact us so that we can thoroughly investigate the matter and provide a resolution. Your satisfaction is our utmost priority. Sincerely, Z Grills Service Team

Response from Z GrillsOct 30, 2023

Hi Wally! Thank you for bringing this to our attention. We sincerely apologize for the negative experience you had with our product. Your feedback is important to us, as we value the opinions of our customers. We strive to maintain a fair and transparent platform for all reviews. To address your concern, we would like to investigate the matter further and find a solution that meets your expectations. We are also open to any recommendations you may have to help us improve and move in the right direction. Please feel free to contact us if you require any further assistance. Once again, we apologize for any inconvenience caused, and we appreciate your understanding and patience as we work towards resolving this issue. Sincerely, Z Grills Service Team

Response from Z GrillsOct 25, 2023

Hi John! We are terribly sorry that you had issues when reaching out to our customer service. We strive to provide excellent customer service, and it appears that we fell short in this situation. We value your feedback and we are trying to contact you. Thank you for bringing this to our attention, and we appreciate your honest feedback. Z Grills Service Team