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:04/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Royal Gourmet SG6002 Classic 6-Burner 71000-BTU ****** Grill with Sear Burner and Side Burner, Stainless Steel from *******. Which shipped to me directly from Royal Gourmet. The 1st grill I received was damaged. So I contacted ******* and they had a replacement grill sent to me again directly from Royal Gourmet. This grills frame and doors are bent and the flame doesnt stay lit I checked the propane levels and my tank is full. And theres nothing wrong with the line connecting my propane tank. Can I please have a refund? Ive been dealing with their customer service team via email and they will not give me a refund. Now Im not going to have a grill for the summer. Which would pretty much ruin my familys summer. I need my refund so I can purchase a different grill and definitely a different brand.

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bbq grill in April 2023.In December 2023, a tree fell on the grill. It damaged the side table on the ignition side. We reached out to Royal Gourmet and they advised that the item was under warranty and agreed to replace the damaged parts.In June 2024, we opened the box of replacement parts (we weren't at the property until then) and found that Royal Gourmet had delivered the wrong parts. They delivered parts for the other side.We notified them and they said they'd inform the warehouse to resend the correct parts. We were then told the model is discontinued and the replacement parts were out of stock.After back and forth, I asked for a 50% discount so that I could order the new model. Which I felt was fair given that they sent the wrong replacement parts. They declined. They have only offered some BBQ kits. I believe my resolution offer is fair - 50% discount so that I can order the new model.Thanks,****

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Bought Grill model GA6402H 11/23/23. Was damaged in shipping. Box torn open and panel damaged in box. I have tried numerous times to get this company to no avail. Then i finally get a person who does not speak fluent english. She aked me to send some info which i did. Then i sent her two pics of the damaged ********** of the whole panel and one of just the damaged area on the panel. She said the pic was too small. so i took another one. she said that pic was too small. so i got a third camera and she still says the pic is too small. i asked for management and she said they don't have any managers. I WANT THE DAMAGED PANEL REPLACED, i was told to call royal gourmet service and they would take care of it.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 Royal Gourmet model: GA6402B and put it together only to find the front doors and handles were missing. It states to "Contact them first" but they have no customer service, I tried all 6 options on the ************** number but no one picks up. when you wait for the voice mail option it disconnects you before you leave a message. I sent emails to them with no replies. This is an awful company that continues to sell its products on multiple online platforms Amazon thru Wayfair etc...I want the matching Blue doors and handles. They must have them since they did not box them with the rest of the Grill!

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 6-Burner BBQ ******************* Grill with Sear and Side Burners, Liquid Propane ***************** Grill, ****** BTU Model # SG6002S and it was majorly damaged in so many places and many of the holes didn't line up. I will attach the pictures of the damage and I will also attach the receipt. Please refund my money. Thank you.

• Initial Complaint

  Date:08/18/2023

  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.

  I have been attempting to contact rhe Royale Gourmet company since the end of May 2023 in regards to a warranty issue both by telephone and email I have gotten no reply to email and no one answers the phone and you are unable to leave a voice mail because it hangs up. I can provide proof of both methods of contact. Here is a copy of an email sent multiple times.I ordered from Amazon the ga5403b grill. My order number is 114-5783709-5685815. Delivered on 4/13/23.I have been contacting you by both emails and telephone since May with no response. I was cleaning the gril grate part 36 and it broke in half. I am remodeling my kitchen and need my grill.Please contact me ASAP either by email or 716-410-0132Jenn *************************

  Business Response

  Date: 09/03/2023

  We have checked with our e-mail record. The first e-mail from this customer is on Aug 18 (attachment ***** cannot finsd any other e-mail record before that date. In this e-mail, customer mentioned he tryied to contact us many time by phone. Due to our phone call system has some problem this few months and due to a large amount of incoming call, there are many customers waiting on the phone. That is why the phone call is hard to get through. But customer still can contact us via e-mail.

  I have attach all the communicating record with customer. Each e-mail that customer sent all has replied by us within ***** hours.we are trying to help customer solve the problem. But at the last e-mail we replied on 8/31, we are still not receive the reply from customer.

  Customer Answer

  Date: 09/04/2023

   
  Complaint: 20490371
  
  I am rejecting this response because: i responded to them promptly on 8 23 2023. I  folowed up on 8 30 2023. They emailed on 8 31 asking the same question from their original email.  I have attached screenshots. This company cannot claim continued email and phone issues for months. I wish there was more room to attach all of my emails, photos and call history to prove my multiple attempts. 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 09/14/2023

  We have replied this complain on  9/3/2023 for this order. We have checked with our e-mail record. The first e-mail from this customer is on Aug 18 (attachment ***** cannot finsd any other e-mail record before that date. In this e-mail, customer mentioned he tryied to contact us many time by phone. Due to our phone call system has some problem this few months and due to a large amount of incoming call, there are many customers waiting on the phone. That is why the phone call is hard to get through. But customer still can contact us via e-mail.
  I have attach all the communicating record with customer. Each e-mail that customer sent all has replied by us within ***** hours.we are trying to help customer solve the problem. But at the last e-mail we replied on 8/31, we are still not receive the reply from customer now

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20490371
  
  I am rejecting this response because:
  Please see the dare of my last email to the company dated Aug 22nd. They have repeatedly failed to answer my emails and are blaming me for their lack of response.  I have also tried to reach them by telephone multiple times and still have been unable to reach them. 

  I do not understand why this company cannot read the reply sent to them and respons. I attached a copy to the last communication with your office and still no response. 

  This whole matter is getting worse not better and is not being resolved.

  I have emailed them again this morning. 

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 12/12/2022 I purchased a grill for $215.19 from Royal Gourmet via *********** I received an incomplete item due to missing parts. I received 4 left legs instead of 2 left and 2 right. Because of this, I have been unable to put together the grill. The first time I called, I spoke to a customer service representative and she provided an incorrect email to send photos of the duplicate parts I received. I tried to call back to get the correct email address with no answer. I have attempted to contact customer service over 40 times during business hours in the past couple of weeks from different phone numbers with no answer. They have not answered the phone or emails that I have sent to their customer service email. Their customer service voicemail does not work and does not allow for messages to be left. I have received no assistance in this matter.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Sold defective product with large defect. Support refuses to replace the broken part. Need a refund or replacement.

  Customer Answer

  Date: 07/11/2023

  Was there anything specific you needed? Product looked damaged from the factory as box was intact. Sold defective product with large defect. Support refuses to replace the broken part. Need a refund or replacement.

• Initial Complaint

  Date:02/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 received this gas griddle grill in a fundraiser that I paid 40 dollars to obtain. This grill thought out all platforms ******** ********** etc) is listed at $69.99 I received the box in the original packing with the original box. It included the shipping information as well.When assembling it the unit was missing a piece. Without hesitation the representative, *****, advised that this is common issue with this grill. Unfortunately it could not be replaced as they considered it my fault.***** provided me with an email ************************************** I emailed this with my issue of the broken grill and in response was told to glue it. Glue a gas tube on a grill.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1. Date of Transaction 05/10/2021 2. The amount of money I paid for the product $324.00 3. The business did not honor its 1 yr warranty period to replace the unit. The nature of my dispute is regarding the 1 yr warranty period. The product is a grill combo that houses both a gas/charcoal chamber. The gas chamber completely eroded and I submitted a request to replace the grill. in March 2022. The representative that held my case was not responsive due to personal issues and when I contacted the company another representative took over my case.The parts that were sent were the incorrect parts and now they want me to pay for the correct parts as my 1 yr period is over. Also, per the representative the organization advise him they are unwilling to correct the issue because, I accepted the other parts. Again the wrong parts were sent. The unit that house the propane is corroded to the point where I can see the gas tank under the flame holders and grill grates. This is dangerous and unuseable. All I want is for the company to hold up their agreement and exchange the unit as I contacted them within the 1 yr warranty period. It is not my fault the initial rep had personal issues. I am still battleting with the organization and we are not in Nov. 2022 If they are refusing my money should be returned so that I can purchase another grill. I thought they were reputable but they are NOT! Please note I am experience with a grill. My previous grill lasted 10 yrs and the other reason I wanted to purchase a new one was because I wanted to upgrade to a grill that housed both gas/charcoal.