Z GrillsReviews of zgrills.com

Purchase a “Blind Box” off their site and received the 550B which happens to be their lower end smoker. Smoker arrived with a few dents in it that I will try to fix and the top rack was chipped in a few spots where there was porcelain coating. Was offered a gift card for the inconvenience for the dents and was told they would send me out a new top rack when it is back in stock. Sucks to receive a damaged unit but it’s just cosmetic. Customer service addressed my concerns quickly. Smoker was easy to assemble. Can’t wait to try it out

I recently participated in the mystery box promotion that Zgrills sponsored on their website. For those of you unfamiliar, you pay $399 and get one of five grills described on the site. There is no deception or fraud here; customers are well aware of how the sale works when they purchase a grill. I received perhaps the smallest pellet grill offered in this promotion. Given that I cook for my wife and myself, and sometimes my inlaws, I thought that was a good choice for me. And since I only paid $399, I got it for $80 less than the regular price listed on their website. The shipping was delayed by a few days after FedEx picked it up, but only about two or three. Normal when shipping something of this size and weight, I think (box weighed nearly 100 lbs.). My son and I put it together in under an hour. I did the initial burn-in process, and used it for my first attempt at smoked ribs a few days later. The PID controller works as advertised, the grill performers just as a pellet grill should, and the ribs were pretty decent for a first attempt. Unfortunately, in the last couple of days, I found a dent in the hopper, one that I believe probably happened in shipping (no marks on the grill, so I believe that the impact happened when it was protected by cardboard, plastic, and styrofoam). Even in spite of that, the grill works well and performs as it should. When I contacted customer service about the issue, I was given a reasonable resolution to the situation. In fact, if I could rate FedEx separately from Zgrills, I would give them a single star. Zgrills performance both during and after the sale was exemplary. They processed the order, shipped it, sent me the tracking information, and from there, it was out of their hands. FedEx delayed the shipment and managed to dent a metal product that was well-packaged. If I were Zgrills, I would find another shipping company (DHL? UPS?) and see if customer satisfaction goes up, and reports of damaged grills and late deliveries go down. In all, I'd buy another pellet grill from Zgrills... but I don't think I'll have to. As long as I can get FedEx to keep their hands off of it, I think my grill will last a long time.

I bought into their scam called the Blind Box. And of course I got the cheapest of the 5 grills, The 550B2. Got it assembled, used it a few times and noticed the hopper was dented where the handle is. The handle is not dented or damaged so it obviously happened during the manufacturing of the grill, and I somehow didn't notice, as I was excited to get it ready. What really has me upset and disappointed though is that while checking out Menards I saw the exact same grill but with a different serial number and different name for $100 less. This is a deceptive marketing scheme and I will be sending the grill back for a full refund AND spreading the negative word about Z Grill. I should have gone with my first choice and went with Traeger.

I am pleased with Z-Grills. The order was processed easily. Shipping was great. Well packed in order for the product to arrive without damage. Victoria used the product for about 25 times before the product needed a repair. I phoned Z-Grills and experienced a productive return policy. Z-Grills stood behind their product. I went with four stars because the customer service people took a little too long at identifying the problem. But, once when the problem was recognized, I received total support. Thank you Ms. M. I suppose we cannot mention full name. So, I go with Ms. M. Thank you again. Ronnie

Customer service was great. I had a concern and they responded quickly through email. They contacted me by phone also. They went above and beyond my expectations to address my concerns. Would recommend them to anyone!

I purchased a 7002E and could not be happier with my experience. Z Grills customer service is amazing and will do everything that they can to make sure you are happy with your purchase. I just received my grill the other day and assembly was a breeze. I did my first test cook and the end result was spectacular. Can’t wait to get a brisket going this weekend.

I ordered the blind box and was a little disappointed that I didn't get a higher end smoker. The assembly went fairly well; I had a little trouble with leg orientation & the wheels seem a little cheap. I haven't cooked on it yet but I have tested to see if it maintained set temperature. It rain a little hot, e.g. I set it at 225 degrees & it maintained at about 250 degrees

I am leaving my feedback specific to customer service received. I placed a blind box order and was anxiously waiting for my first Z Grill ever. The first thing I noticed was the top of the box was covered in dust, I had brought this up on my complaints but it was never discussed/resolved. Additionally I had damage to multiple pieces. The most damaging was to the handle of the grill. At some point the box was dropped with this side down causing multiple pieces to become damaged and eventually not functioning properly. I received my grill in late morning on a Friday and immediately called customer service. But instead of someone answering the phone, I had to leave a message. The actual message was never returned to me. I also emailed their support team which I did not receive a response back for 14 hours. During this time someone from Z Grills reached out to me via Facebook messenger as well, which eventually led to some progress. Long story short if you have issues with these products remain vigilant, persistent, and patient. There are levels to their customer service and when you finally get to the right person they can handle the issue appropriately. At the end of the day they took care of my problem and offered me a completely fair resolution. Unfortunately I am left without a fully functional, non damaged product. I really was looking forward to using this grill and cannot. I am very hesitant about ordering again online because I do not trust their shipping process. I am considering visiting the big box store instead so I can see exactly what I am getting into. Bottom line is their customer service will take care of issues, I wish I could give positive opinions about the product itself.