Complaints

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.

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ZGrills has never shipped the second half of an order.I have recieved 1 of 2 boxes.Label created on 12-1-24 and it is now 12-9-24 and it is still not *************** does not take calls or respond to email or online chat.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 online from Z Grills website on 11/22/24.I assembled the grill which required to put the let's and handles on. No electrical assembly was required. I attempted a clean out before I used the grill and the fuse popped within 5 min. I change the fuse out per instruction booklet and restarted the grill. After 30 min of running the grill was not getting hot. The grate and the grill was cold. I emailed the company and they wanted me trouble shooting the wires. I attempted but I could not pull out the wires and did not was to damage the grill. I asked for a return and refund but they replied with they do not take refunds.

• Initial Complaint

  Date:09/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  There has been a constant lack of communication with the *************************** of **********************. I initially made contact with a lady named ****** After several communications with her the phone communications stopped. She went to email communication which i immediately responded to sending any information that she asked for. In my last email conversation with ****** she wrote that she would have to present the information that I had provided to her higher **** Then nothing else from ****** Finally I was lucky to finally speak to another lady named *****. Like with,***** I responded to *****. Even though I have called Z Grills almost every day to resolve my issues with them all I get is a voice response from them telling me to leave my a message and that someone would return my call shortly. I have not had a single person to return my calls. And then *** (*******) called, I gave her the information that she asked for and would told that she would reach out to both ***** and ***** asking them to call me, still waiting. Z Grills has no desire to honor the terms of their customer agreement. I do honestly believe that my email address and phone number are now blocked by Z Grills. What a shame that internet companies are allowed to take advantage of people. Im 75 and on fixed income. I have dealt with Z Grills in good faith. Please help. I have email strings from these folks.

  Business Response

  Date: 09/25/2024

  We are sorry for the inconvenience caused by this item, a return request was generated, a return label should be email to you within next 24 hours. We will release the refund when we received the return item. 

  Customer Answer

  Date: 09/26/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Still waiting on Return Authorization from business.  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this company in February 2022 at Lowes with Order #********* and Model #ZPG1000D21001606. Ever since then I have had nothing but issues with the grill and I have had to contact the company several times about significant problems. The first time the drain pan burned through due to the cheap metal, the base of the grill did the same, and then the drain pan again. After a previous BBB complaint the company sent me the parts, but were impossible to reach until that occurred. Now, the wiring harness of the grill and the temperature probe has melted and the grill is showing Err 1 1.6 and will not turn on. I have attached photos of this issue. I sent an email with photos and no response. I sent a chat message and only received a generic direction to their support blog. The product is now not working at all and endangering my family. I am asking for a full replacement of a smaller model. I am not even asking for the same thing, but replacing every part on this product is ridiculous. If this company has any integrity and would like to keep me as a customer going forward they will send me another grill and try to make this right. Otherwise I will tell everyone about my horrible experience and ensure all of them never make the mistake that I did.

  Business Response

  Date: 09/19/2024

  Sorry about the experience you had with the grill. We have sent out a *** to your address, that item will fix all of your issues, the *** contains every electronic components inside the grill, replacing the *** is basically replacing the whole grill. Here is the tracking number for the ***, 279401344107, at the time I wrote this message, it shown the item has been delivered. Please let us know if there are any other issues we can help you with. 

  Customer Answer

  Date: 09/20/2024

   I am rejecting this response because:
  I received the item and installed it, but it does not still address the underlying issue I presented. I have now worked on this grill myself four times in just two years. I dont know any circumstances that is acceptable, but Im sure the company is going to only do what they think is the bare minimum. I will not provide this company my business again and encourage everyone I know to not either.
  
  

  Business Response

  Date: 09/25/2024

  We have sent customer all the parts needed to fix customer's grill. The last part we sent was a *** which includes all electronics within the grill, including the control panel. By looking at the picture customer provided, the control panel in the picture are worn out, basiclly proofing the *** we sent was never installed nor used. Therefore we would like the reject the request of replacing the grill, since customer is not providing valid evidences. 

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:
  
  Please read my prior response. The original photos you are referring to are from the old panel. My last response was with regard to the continued issues with the grill and I did not claim these were photos of the new part.
  
  

  Business Response

  Date: 09/26/2024

  Please provide photos/videos of the grill after the replacing in the replacement parts so we can determine if the issues continues. 

  Customer Answer

  Date: 09/27/2024

   I am rejecting this response because:
  
  My prior message was with regard to the issue of continued problems with the grill. Yes the part fixed the overall issue, but the underlying problem is still continuing. Read following message:

   

  I received the item and installed it, but it does not still address the underlying issue I presented. I have now worked on this grill myself four times in just two years. I dont know any circumstances that is acceptable, but Im sure the company is going to only do what they think is the bare minimum. I will not provide this company my business again and encourage everyone I know to not either.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a grill from Z grills on May 6, 2024. I called the shortly after receiving the grill due to the grill/smoker model # ZPG-6002B2 not maintaining the correct temperature it continued to rise and would not stop. I had to call 5 times before I was able to get someone to call me back. Once they did call me they sent me a control panel which had a lot of wires that I had to hookup myself. I was annoyed that I just spent over $400 on this grill and I already had to fix it, but I did. That did not solve the problem. I called back and left numerous messages finally someone called back and this time they sent me a temperature probe. This did not fix the problem. I called back again and again finally someone called me back they sent out the same parts again which did not fix the problem. I called back again and the time they never returned my call they just sent out parts with the same result it did not fix the problem. This same thing has happened two more times and the grill still doesnt work. I have never asked for my money back until I filed a claim with my bank I always just wanted a working grill I have ruined so much food trying to get this piece of junk to work and it still doesnt. They told my bank they had resolved this issue which is a lie. Instead they sent me the same part they send four other times and it hasnt fixed the problem. I am stuck with a grill that doesnt work its a piece of junk.

  Business Response

  Date: 09/25/2024

  We are sorry for the inconvenience, we tried our best trying to gain the replacement parts needed, however it is in back order for months. Customer opened a charge back with the bank, we have submitted response to it, right now we are just waiting for the bank to make the final decision. If customer changed their mind, and are willing to accept replacement grill, we are able to do that as well. 

  Customer Answer

  Date: 09/25/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would love a replacement grill.  That is what I have wanted all along, but instead I have got the runaround.  I will be satisfied if they send a replacement.  

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been having issues with this item for several months now. The product should be covered under warranty but their **************** has not done anything to resolve the issues.Issue #1 reported 6 months ago was the smoker would constantly shut off and the auger would stop turning, my only solution was to disassemble the smoker after every cook Issue #2: The grill stopped working altogether and I contacted them about the issue they responded by saying they would send me a replacement thermostat and gave me a tracking number, the part never arrived and they have been ignoring my replies to fix these issues. After several months of issues I am done dealing with this item which is clearly defective and request my money paid back in full.

  Business Response

  Date: 09/25/2024

  We are very sorry about the inconvinience. The previous part replacement was lost by the **** during the transpotation and we did resend another and it arrived on 09/23/2024. 

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:
  
  Currently the product is still not fixed. The customer only responded when I filed my complaint(after several direct messages to their customer support team) by sending me a replacement part which I had to install myself and still did not fix the issue. They have since sent me a third replacement part which arrived yesterday, which will once again require several hours of my own time to repair and may or may not fix the issue.  Until I have a working smoker I am keeping the issue open. I bought this smoker over a year ago and it has never worked correctly since I bought it

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:
  
  ******,
     Thanks so much for your reply. The short answer is no. First they never sent me anything until I filed a complaint then they sent the part straight away. The new part require complete disassembly of the grill which takes a couple of hours and netted the same result, the sent me a duplicate of the first part which meant again completely disassembling the grill which I did again this weekend, but am still having issues. I have yet to contact the company regarding this issue but plan on doing so today. As the only reason they seem to be responding to my issues is because I filed a complaint I would request we leave it open until the issue has been fully resolved.
  
  
  Thanks,
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the flagship700d4e from Z grills *** on 8/8/2024 for $880.80. I received the grill quickly on 8/12/2024 and assembled in per the included directions. I turned the grill on the the recommended temperature and tried to connect the grill to the WiFi app. After a few minutes the grill began to overheat and I was unable to connect the grill to WiFi after several attempts. I let it cool down and began the entire process over with no luck. The grill is also advertised as having a dual wall. This grill does not have a dual wall and is made of very thin material. I decided that I wanted to return the grill and per their return policy I was able to do just that. I contacted zgrills via the phone and they told me they would be emailing me a return label immediately. I never received a return label so I emailed them on August 22, requesting the return label. Ive spoken with several zgrill representatives & have sent several emails and still have no return label or resolution to my problem. All I would like is my $880.80 back. Please help.

  Business Response

  Date: 09/16/2024

  We are truly sorry about the inconvinience due to  communication failure with our warehouse. The return labels were already sent to this customer's emails address and we are currently waiting for *****'s update. Full refund will be processes once customer's return is on transit.

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Z grills and it is defective. I contacted them the first time shortly after receiving the item and trying to assemble and had alot of missing parts i have called over 20 times and emailed a number of times and get no help at all i have a junk grill taking up room now and when i do finally get someone they say oh email us the info and then never do anything and no one answers during operating hours nor do they ever answer chat or email i have been battling this for 6 months and no help i have gotten to the point where i am out my money over 400 dollars on the 550A2E wood pellet grill i see from other info they arent a very good company i should i have purchased from better place. I originally purchased on 02/08/2024 and started reaching out to them for the part issues right away again over 20 calls and at least 4 or 5 emails and the chat on the site is a joke always says someone is away

  Business Response

  Date: 08/26/2024

  We are sorry about the unpleasant experience customer had with this grill. We have issued an replacement grill to the address customer provided.

  Customer Answer

  Date: 08/26/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  7/7/2024 Received a damaged package from Fed Ex on my sidewalk. Notified Z grill there were 3 sides of the box that were damaged. I ask if i should just send back and they said no, put together note damage and send pictures. I spent over 2 hours putting the grill together and sent pictures. The now want to send a part that will require tearing the grill back down. I said that was not an option as that would require another 2-4 hours and could cause damage. They then wanted to send tape and refund $80.00. I said no not on a new grill. the package i purchased would get me a new grill every 5 years when i pay shipping. I suggested sending me one of my later grills and they wanted full payment and no resolution damage. I then told them send me a new one, someone to repair or refund me. They said i need to fix it, pay $168.oo to ship back for a refund and they will not replace it. Company policy online says they are only responsible to send replacement parts. There were no disclaimers stating anything when i purchased the item online.

  Business Response

  Date: 08/01/2024

  The problem has already been fixed on 07/24/2024. We have given the customer a free upgrade in his grill as well as discounted early access. 

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  - Control board will not come on - Followed steps to remove and replace fuse - fuse was not bad but replaced anyway as eyes can always be wrong - reassembled and still doesn't work. - Went to website and even though it was during operating hours 1pm Eastern which is 10 AM cali time no one is ever available for chat. - Emailed support no response - wait a week email again no response - I tried calling during normal hours but never got a person. It just 45 minutes of hold music and then disconnected. When I emailed, I even provided my original proof of purchase receipt so they could see I was within my 3 years of warranty. - This company does not communicate with its customers and I am seeking a full refund so i can go purchase a reliable smoker from another brand with the 670 dollars I spent or they send me out a replacement as in a whole replacement just not a part. Why because I have done what is asked of me based on the knowledge base articles and their instructions on how to get support and I am not getting it. I have attached supporting arguments showing my original order and the warranty and me trying to reach out to them

  Business Response

  Date: 07/25/2024

  Our team have made multiple calls in the last few days trying to reach out to the customer, we are trying our best to make up this unpleasant experience. Our team member has offered to replace the control panel and give $120 of store credit where the customer can use in our online store. However we can't reach the customer with any of our calls. 

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:
  
  I was contacted just once after normal business hours and left a quick call to call back the same number they have not been answering . 

  No offer of having my grill fixed or 120 dollar credit mentioned .

   

  Attached are screenshots and the actual voicemail.
  
  At this point I I need to buy another grill as it been 21+ days before even getting a response from the company.  I dont know how they think this is acceptable.

  Business Response

  Date: 07/26/2024

  Hello ******,
  
  A request of Wifi controller for you grill has been generated and you expect to receive the part between 5-8 business days. 
  We are sorry about all the inconvinience and please feel free to contact us at any time.
  

  
  

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because:
  
  I am rejecting this as being resolved as this may not resolve the issue nor does it address my concerns.  Note that when they called they switched there message oh we will give you 120 store credit to a grill cover which is not needed as I still have mine from when i bought mine originally. 
  
  I like to keep this open till this issue is confirmed resolved.  Though I did have to buy a new pellet smoker / grill from another company due to the long delay in just getting a warranty part for my zgrill. 

  Business Response

  Date: 08/05/2024

  ******,
  
  We will gladly send a prepaid shipping label for the return of the ****** and control panel. So no need to worry about that as it wont be an out-of-pocket cost for you.
   
  

  
  

  Customer Answer

  Date: 08/05/2024

   I am rejecting this response because:
  
  As stated when they contacted me that i was leaving for two weeks so as of right now I do not have time to deal with this the fact it taken a month for them to get to this point is showing how bad at customer service they are.