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 6, 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 GrillsSep 13, 2023

Hi Sean! Thank you for your patience. We sincerely apologize for the negative experience you had with one of our customer service team members. We understand that it may be difficult to believe that the person you spoke with couldn't provide you with the shipping update. We are truly sorry for not meeting the level of service you expect from us. Please note that we have sent you the shipping update, and it was finally delivered yesterday. We apologize for any inconvenience caused. Rest assured, we are reevaluating our customer service training and will thoroughly review this situation with our team. We hope that you can find it in your heart to forgive us and that we can continue to do business together. If you have any questions or need further assistance, please let us know.   Regards, Z Grills Service Team

Response from Z GrillsSep 6, 2023

Hi Brian. Thank you for reaching out to us regarding the stock availability and use expoerience. We are sorry to hear that the unavailability of the replacement has caused inconvenience to you and we would like to extend our sincere apologies. Rest assured, we are actively working to replenish our stock and we will notify you as soon as the new stock arrives. We appreciate your patience and understanding during this time. Please do not hesitate to contact us if you have any further questions or concern. Warm Regards, Z Grills Service Team