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Business Profile

Online Retailer

Dansons

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Dansons's headquarters and its corporate-owned locations. To view all corporate locations, see

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Dansons has 2 locations, listed below.

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    • Dansons

      8877 N Gainey Center Dr Scottsdale, AZ 85258-2108

    • Dansons

      3411 N 5th Ave #500 Phoenix, AZ 85013

    Customer Complaints Summary

    • 242 total complaints in the last 3 years.
    • 72 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My product never came with an assembly booklet on how to put it together

      Business Response

      Date: 04/01/2025

      Hello,

      We have attempted to contact the customer twice but were unable to reach them. Weve sent an email directly to the customer to schedule a callback and ensure a resolution is provided. Please feel free to reply, and well be happy to assist!

      Thank you,

      *****

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a pit boss grill over black friday 2024. I gave this grill to my husband for Christmas. First using the grill the leg breaks rendering the grill competely useless. I called/messaged customer service about said issue and they promised the issue would be fixed no problem. **************** was GREAT. we'll the replacement leg comes and it's the wrong leg, I call back again. Get another leg sent. It's the wrong leg again. I call back again, get the wrong leg sent again. Every single time being promised that they will have the problem solved nooo problem whatsoever. Well they've given me the runaround so long I couldn't even return the grill to where we bought it, and we can't use it as is. It is now middle of March with zero answers to when or if we are going to get the correct leg/parts to fix it. So essentially we just bought a piece of junk that needs to be stored indoors that we can't use for a lot of money. What a waste. Beyond frustrated and disappointed in this process and zero follow through with managers and customer service agent. All lovely to speak with but zero follow through on the issue at hand. Getting the run around blaming the parts warehouse for having the wrong parts, then they switched systems and my "order/complaint" got lost and now they're saying the have the wrong part attributed to the grill itself. We'll its been almost a month since I last spoke with them and STILL NO answers or follow through. Serial number ************** BOUGHT 11/29/2024

      Business Response

      Date: 03/20/2025

      Hello,

      We have contacted the customer and presented a resolution.

      Thank you, 

      ****

      Customer Answer

      Date: 03/20/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ******

       

    • Initial Complaint

      Date:03/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 28th 2025, I submitted a warranty claim for the controller on my PitBoss Vertical Smoker that I purchased new in December 2024. The claim was approved and I was told the part will be shipped out via ***** or **** and I would get an email from the shipper when it ships. On March 11th, I contacted customer service again to check on the status as I have not received the part and the smoker is not usable without the controller. The customer service agent told me the part was on back order but will ship soon. However, when I look online, I am able to purchase the controller and have it delivered within "5-8 business days". Their lack of communication and honesty has been an issue with others I spoke with, who stated they waited months for a new controller. The unit cost me over $500 in December and is now useless after only a few months and they are delaying the shipment of a replacement part.

      Business Response

      Date: 03/19/2025

      Hello, 

      We attempted to contact this customer but were unable to get an answer. We have emailed the customer directly and offered further assistance. Please reply back to our email with a good call back time if you're still need of assistance. 

      Thank you,

      Gavin 

    • Initial Complaint

      Date:03/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a grill from ******* on their website. I paid for it including shipping. After getting the grill I got a letter from ***** saying I owe for shipping and pitboss didn't pay. I contact pitboss and send a copy of the letter and they say they'll take care of it. Few weeks pass and I get a letter from a collection agency about the ***** bill. I contact pitboss again and this time they tell me they can't do anything for me.

      Business Response

      Date: 03/10/2025

      Hello, 

      Thank you for reaching out regarding the matter. We have initiated an investigation with ***** through our Transportation Team and have updated the billing information associated with the order in question. As a result, the charges in question should be removed from the customers account.

      Additionally, the matter has been escalated internally for resolution, and no further action is required from the customer at this time.

      Should you require any further clarification, please do not hesitate to contact us directly via email to schedule a call.

      Thank you for your attention to this matter.

      Sincerely,
      *****

    • Initial Complaint

      Date:03/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a Pit Boss Grill December 14 as a Christmas gift for my son, a US Army Active Duty Soldier. When he went to use it the smoker had absolutely no power. Would not come on. We contacted them and they gave him trouble shoot directions that he tried but could not reach the component. Even the smallest of fingers could not reach as tried by a 80lb young lady to assist us. He was abruptly called to military training for 3 weeks. Upon return I con contacted Pit Boss and asked for an exchange. They would not exchange and said he must fix their broken product and we were outside 60 days anyway. When I explained he was called to training they stated well we are all busy. I am filing because I paid over $450 for a product that didnt work! With no option for a working product he has called again and they are sending him a mother board to install himself.

      Business Response

      Date: 03/03/2025

      Hello,

      We have attempted to contact the customer twice to provide a resolution but have been unsuccessful. Please reply directly to our email with a preferred call-back time so we can discuss this further and work toward a solution.

      Thank you,

      *****

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attached are pictures of my pit boss pro series vertical smoker that had caught on fire while making some beef jerky... I seems that some how the ****** had caught fire. So I contacted ****** and the pretty much said without a receipt that there is nothing they can do for me and that I'm just out of the $500-$600 it had cost to purchase there smoker and I tried to explain to them that this was a gift from my grandmother who has recently passed away and she wasn't one to do anything in today's digital world and she was old school and paid cash for everything. There response is no receipt no warranty or replacement parts what so ever. I'm not the only customer to have this issue it seems many other people have had the same problem. I'm really not asking for much just for them to make it right.

      Business Response

      Date: 03/01/2025

      Hello,

      We have contacted the customer and are actively working on a resolution. Please reply to our email directly with details on which parts are damaged, and we will gladly process the necessary warranty replacements.

      Best regards,

      *****

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased our pit boss new, after the time frame of returning the product we have had numerous issues. We have chatted with Dansons/******** regarding our smoker. It would continously shut itself off, the sent numerous parts we replaced not only with shutting off it now shoots temps up to way over 400 burning everything. We do not have time to sit on the phone and video with them. Almost every part on the grill has been replaced and it still will not work. I want refunded the money for the grill so we can purchase one thay will actually work and not burn all our food. This one has been inoperable for months.

      Business Response

      Date: 12/28/2024

      Hello,  

      We attempted to call the customer twice but received no answer. We have sent them an email directly to schedule a callback and resolve this overheating issue.  

      Thank you,  

      *****

      Customer Answer

      Date: 12/28/2024

      I am fixing to email them back but I am not doing a walk around again, this grill does not work and I am tired of dealing with this entire issue.  I want my money back

      Business Response

      Date: 01/04/2025

      Hello,

      We have contact the customer and provided a resolution. Please keep an eye on your email for up-to-date tracking on your part. Thank you for allowing us the opportunity to assist! 

      Kind Regards,

      Gavin 

      Customer Answer

      Date: 01/16/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ********* *****

       

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Pit Boss smoker two years ago and registered it. Since purchasing, the igniter and control board have went out. I contacted ******** customer service and they apologized for the inconvenience and sent me both replacement parts for the unit. Fast forward to November 2024. I now have Issues with the smokers wiring which resulted in the unit catching on fire (Thank God it didnt catch my shed on fire). I contacted Pit boss customer service and explained what happened to the unit and they apologized and accepted responsibility for the issue. They said they will have to replace the whole unit. Great! What was not great is the proceeded to inform me they could not replace my registered unit without the original receipt from two years ago. I was told that the original representative was supposed to ask me for proof of purchase when I called and registered the unit and because of that the unit cant be replaced. ( I have a recording of the call) I just have trouble believing that is the way I as a customer should be treated. If they failed to do their job, it seems that they should accept responsibility.

      Business Response

      Date: 12/16/2024

      Hello,  
        
      We contacted the customer and established a resolution plan. Please reply to us directly with your proof of purchase and we can work at getting this case a resolution.  
        
      Thank you,  
        
      *****

      Customer Answer

      Date: 12/18/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *******

       

    • Initial Complaint

      Date:12/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Pit Boss Pellet smoker / grill from Academy Sports and a leg and wheel broke. I called in and ******** said they do not have any wheels or parts to fix the unit, nor will they warranty said unit. He said the wheel and leg cost $ 35 , and they do not have any nor have any on back order. The unit was verified it is under Warranty but there is no remedy to my problem. ******** offered me 15 % towards a NEW GRILL but I should not have to do this if it's under a 5-year written warranty. I was offered some sauces or pellets but again thats not the issue as the grill is very dangerous now and could injure someone.

      Business Response

      Date: 12/09/2024

      Hello,

      We have contact the customer and supplied a resolution. Please keep an eye on your email for shipping updates on your parts once it becomes available. 

      Thank you, 

      Gavin 

    • Initial Complaint

      Date:12/06/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      sportsman grill 500 is absolute rubbish, contacted business with no response. temperate is 90 degrees out making new purchase useless.

      Business Response

      Date: 12/09/2024

      Hello,

      We contacted the customer and provided a resolution. Please keep an eye out for shipping updates on the ordered parts once they become available.

      Thank you,

      *****

    Dansons is NOT a BBB Accredited Business.

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