ComplaintsforFireside BBQ and Appliances

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of transaction: 9/19/2023 The business committed to provide us with a *** grill that would fit an existing outdoor island. We provided measurements of the cut out space over the phone and FaceTimed the salesman, *************************, to show him the island. We were assured that the *** would fit and that there was the possibility that a trim would be necessary if there was a small gap. Upon installation, we discovered a wide 4 in. gap between the stone and the ***. This gap is a hazard. We called the man who sold us the *** and he told us that the trim would be necessary and that it would cost $600. We disputed the cost and said that it was his mistake because he didn't order the right size grill and we asked him to reduce the cost to $200. He offered $495 and wouldn't charge tax. He said as long as we paid cash or check, he wouldn't charge us the 2% credit card fee. Upon which we said we wanted to return the ***. We told him we wanted the full cost minus $200 for taking the old *** away. He said it was a special order and hung up. No where on the invoice is it indicated that this was a special order (invoice attached). I called back to ask where, specifically on the invoice was the special order notation, and he hung up again. We would like a refund in the amount of $600 which represents the cost of the panel we will have to buy and install to cover the 4" gap left because of ****'s error.

  Business response

  10/21/2023

  Hello, we have contacted the customer we are taking care of the install for free. 

  Customer response

  11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  At this point, the business (Fireside BBQ and Appliances) has agreed to pay for the installation of the trim, however we have no date for that yet.

  I would like to make it clear that the party taking most of the responsibility and that provided exceptional customer service is the manufacturer of the **** ***********************************., located at ************************************************************************************************. It is they who took action and sent an attentive and responsive representative to come and measure everything in person, twice, to ensure the proper piece would be made. It was they who are special ordering the trim piece and covering the cost. It is they who are truly the ones making this situation right. 

  ********************* deserves all the credit for helping to resolve this situation. Fireside BBQ and Appliances's representative, *****, reached out after I had been in contact with *********************. ********************* had been prepared to resolve the entire issue but once Fireside got involved, ***** said they would handle the installation. At no point has *************************, the salesman who sold us the *** and was so unbelievably rude, reached out to assist with resolving the situation.

  Thank you very much for you assistance in this matter.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $4,636.23 on December 17, 2022, to upgrade my fireplace and have it ready for Christmas, but I never received the order.When I placed my order, I anticipate receiving it within the next 10 days, but the store states that the fireplace door is a custom order and will take time, but we cannot predict when it will be ready for shipment.I requested a refund if you can't deliver my service, but they refused and are requesting more time to do so.I've tried to follow up with the store more than five times, but they won't tell me when my order will arrive or refund my money.My initial representative was Mr. **** and followed by *****************The primary issue is that they do not know when my order will be ready, and they also refuse to cancel it. Winter almost passed and I didn't get my order!

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased an outdoor fireplace with installation on 6/13/21 for $9,483.86 with installation on 8/28/21. From the moment it was installed I mentioned to the installer that the sidewalls had huge gaps and was unacceptable. The installer mentioned that the item did not have the original hardware and they did the best they could. I called Conejo Valley Fireside BBQ & appliance and spoke to *** ****** that day and explained my concerns and dissatisfaction, *** said he would see what he could to to remedy the situation. After several conversations with *** and his Manager ****, they said they would send out the manufacturer rep to review. The rep came out but did not have any remedy. **** (mgr.) said he saw the problem with the gaps and would send out his installer to try adjustments. The installer came out and said he would drill out the holes to make them bigger to see if he could reduce the gaps, he also said he didn't think it would work, but he was told to do this, the adjustments did not work. I spoke to **** again explaining that the owner's manual states that the side walls should be a one-piece unit, and the sidewall they installed were 3 pieces. **** stated that this is how the unit is and there is nothing that can be done to fix the huge gaps. I explained that when I purchased the fireplace the booklet that I was shown and the webpage that I was shown did not have any gaps in the fireplace sidewalls and there was nothing written or spoken stating there would be gap (I also asked to see the actual fireplace prior to purchase, but *** said they did not have a display at any of the stores to view). After many conversation with **** he suggested that I still have a balance of $1000 and they would give me that if I took the fireplace as is. I explained to **** that I don't believe that is a fair discount on a fireplace I spent just under $10,000 on. I told him I wanted the fireplace replaced and installed as designed and marketed.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought from fireside 12,500 of appliances which were never delivered. I paid for them and they kept promising delivery they never arrived now they are keeping the money and denying owing the money. I have filed a police report already. Product_Or_Service: BBQ grill side burner DCS Built In double side bur Order_Number: ***** Account_Number:******

*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. ↩