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:04/24/2025

  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 am writing to formally file a complaint against Charbroil for misleading website information, poor customer service, and lack of communication regarding my recent order. Incorrect Customer Service Number on Website: The customer service phone number listed on Charbroil’s official website is incorrect. After unsuccessfully attempting to reach someone through that number, I had to search independently for a working contact. When I finally reached a representative, I was informed that Charbroil is aware the number is outdated but has chosen not to update it. This is unacceptable and misleading to customers seeking assistance. Out-of-Stock Products Displayed as Available: The website lists multiple grill products as in stock when, in fact, they are not. I placed an order for a grill that was confirmed at checkout, only to find out later — without notification — that the item was out of stock. Lack of Communication and Resolution: Charbroil failed to send any emails, calls, or other forms of communication regarding the status of my order. When I contacted customer service, I was informed that no updates or notifications would be provided and that I would "eventually" receive a refund. This level of customer support is completely unacceptable and shows a lack of concern for the customer experience. I am requesting immediate action to: Correct the phone number listed on your website. Accurately update stock availability on all product listings. Improve customer communication regarding order status and refunds. I expect confirmation of this complaint and a resolution timeline. Failure to address these issues may result in me pursuing further action through consumer protection channels.

  

  Business Response

  Date: 04/24/2025

  Hello,

  We have tried contacting the customer but have been unable to connect. We did leave a voicemail and send a follow up email should they require further assistance.

  Thank you,

  Alex

  Customer Answer

  Date: 05/06/2025

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/08/2025

  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 bought a grill in January and have the parts were missing.. I was told that they should be in stock mid February.. called back was told parts would be in in march called back and was told they would be in April. Called in April still not in stock. I have a $400 grill I can’t use..

  

  Business Response

  Date: 04/10/2025

  Hi there,

  We have attempted to contact the customer however we have not been able to reach them. We did leave a voicemail and follow up email should they need further assistance.

  Thank you,

  Alex

  Customer Answer

  Date: 04/10/2025

  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.
  
  Sincerely,
  ******* ******

• Initial Complaint

  Date:04/08/2025

  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 am seeking a warranty claim for my grill bought from the authorized retailer *** ******** (and assembled by them as well). The hose that connects to the propane tank came defective. I had initially thought it was a bad tank but we repl***d that. The hose needs to be wiggled and jiggled extensively or the grill will not go above 250 degrees. The vertical burners still stay lit but horizontal rails do not stay lit. I am here making the dispute though the BBB because your employee Karl was unwilling to assist me. I told him that I was going to come here to make this report and he all but dared me so challenge accepted! I told him I was going to leave him ones for reviews and he told me he loves them. Karl is 100% responsible for this dispute and urge you to peer review our chat. The serial number of the grill *********** and I am happy to provide a receipt if necessary. I was displeased at the amount of effort necessary to get anywhere. He wanted me to complete a half hour worth of busy work task before even being willing to discuss my issue.

  

  Business Response

  Date: 04/10/2025

  Hello,

  We have tried reaching out to the customer but were unable to connect. We left a voicemail and email for should they require further assistance.

  Thank you,

  Alex

  Customer Answer

  Date: 04/17/2025

  Complaint: ********
  
  I am rejecting this response because: Alex has reached out as he stated he did but it is clear he didn't really read the dispute nor did he peer review the chat support that would have explained exactly what the issue is. He left a voicemail to leave a good contact number but no number to call back. I didn't receive the subsequent call back. I also received an email that requested the same as the voicemail. Though I do take responsibility for my tardiness responding here. When reaching customer service it states specifically what is required (serial number and model number). I had both items but the rep started giving me additional tasks before even knowing the extent of the problem or troubleshooting. The part that is bad is less than $20. How many hours of work should I really have to put in to have a brand new defective part repl***d?

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

  

  Business Response

  Date: 04/22/2025

  Hi there,

  We have spoken with the customer and provided a resolution.

  Thank you,

  Alex

  Customer Answer

  Date: 04/22/2025

   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. Alex was professional and a gentleman. The issue was easily resolved, as it was a very low cost part. Most of my frustration was due to my interaction with support being negative. I contacted BBB because it left me without any productive path forward otherwise. That said, Alex did resolve all issues to my complete satisfaction.

  Sincerely,

  **** ******

• Initial Complaint

  Date:03/25/2025

  Type:Delivery 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 placed an order for a product listed as available on the vendors website on ********. I called several times to check on the order and kept getting told the wrong information. I was told it was shipping, the shipping was delayed due to weather but they had the product. I was the. Told a couple weeks later that they did not have the product, they didn’t have it when their rep told me it was delayed due to weather, and that it wouldn’t arrive until ****. After calling today ****, I was told it was on back order due to tariffs and they were canceling the order. I am unable to use their brand of grill without the replacement grates that I ordered.

  

  Business Response

  Date: 03/28/2025

  Hello,

  We have attempted to contact the customer but received no response. We have left a voicemail, and email should they need further assistance.

  Thank you,

  Alex

  Customer Answer

  Date: 03/31/2025

  
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/17/2025

  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 refrigerator from ****** after opening the fridge was damaged the problem this was pass 90 days I was told by ****** to contact Char Broill this is covered under manufacture warranty and I opened the case ******** they telling me to contact ****** because is nothing they can do

  

  Business Response

  Date: 03/18/2025

  Hello,

  We have contacted the cx and presented a resolution for them.

  Thank you,

  Alex

  Customer Answer

  Date: 03/26/2025

  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.
  
  Sincerely,
  ******* ****

• Initial Complaint

  Date:02/11/2025

  Type:Delivery 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.

  After placing order, Char broil charged my account, created a tracking number, then failed to ship item. **** states they have yet to receive item. After waiting for 2 weeks, I asked for payment to be refunded. Char broil refuses, stating it cannot cancel order after tracking number has been issued, yet item has never shipped. I have sent image to customer support showing **** has not received item to no avail. Order no. ********** (tool set) **** # **********************

  

  Business Response

  Date: 02/12/2025

  Hi there,

  We have attempted to contact the customer and received no response. We have sent a follow up email and currently await their response.

  Thank you,

  Alex

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: Their statement is inaccurate.

  1) I have received 2 email 'updates' that provide NO means/request for a response. One provides a case number and one provides a tracking number. 2) if a phone call/voicemail was placed, I have received NO voicemail with a message and/or return number.

  I have attempted to add screenshots of the emails but this app is not allowing the files.

  That being said... The last email provided a tracking number for the product that is showing movement within the ****** *******. The last known location is in my state. Once the item arrives and it is the correct item without damage, I shall ask to close the case.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 02/12/2025

  Hi there,

  We've contacted the customer and provided them with the most up to date information. We also advised should they need any further assistance, to reach out to us directly.

  Thank you,

  Alex

  Customer Answer

  Date: 02/14/2025

  The order has arrived and this case can be closed.

• Initial Complaint

  Date:02/10/2025

  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 new Char-Broil grill from ****’s toward the end of 2024. Since the grill is under warranty, I contacted Char-Broil to obtain a Return Authorization (RA) number so I could return it to ****’s. However, despite multiple calls and hours spent speaking with Char-Broil representatives, I have been repeatedly told that a return is not possible. The issue is that the heat tents do not fit properly and continuously fall into the grill, creating a significant fire hazard. As a result, the grill is completely unusable. I provided clear photographic evidence showing that the heat tents do not fit and that the body of the grill is too wide for them. Char-Broil’s proposed solution was to send new heat tents and request additional pictures, but this does not address the core issue—the body of the grill itself is incompatible with the heat tents. When I raised this concern, Char-Broil stated they could send a new grill body if the replacement heat tents still didn’t fit. However, I explained that I am unable to replace the entire body of the grill myself. Char-Broil had no alternative resolution and simply left me with a non-functional product. To make matters worse, both the replacement heat tents and the grill body are on backorder, meaning I won’t receive them for many weeks—possibly over a month. At this point, I have a brand-new grill that I cannot use due to a major design flaw, and Char-Broil is failing to provide a reasonable resolution. Their warranty support has been ineffective, and they refuse to authorize a return. I am seeking a proper resolution—whether that be a full refund or a proper replacement—so that I am not left with a defective product.

  

  Business Response

  Date: 02/11/2025

  Hi there,

  We have contacted the consumer and have provided a resolution for them.

  Thank you,

  Alex

  Customer Answer

  Date: 02/17/2025

  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.
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:12/27/2024

  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.

  Today, **********, I ordered a grill online at 9:15am; orderm # **********. I then noticed a unit at a local store which I could pick up on Monday which saved shipping cost. I called the customer service phone, ************, at 9:19 waiting about 20 minutes for a person. The service representative told me the order was already processed and could not be cancelled and that I could refuse the shipment and be charged for restocking. I attempted to call the corporate service center,************, and was redirected to the above number. I was told that this is just the way the system at Char-Broil works. I believe this to be either gross incompetence or crass fraud.

  

  Business Response

  Date: 12/31/2024

  Hi there,

  We have contacted the customer and await their response.

  Thank you,

  Alex

  Customer Answer

  Date: 01/10/2025

  Char-Broil refunded the shipping charge.

  Please close the case.

   

  Thanks,

   

  ***** ****

• Initial Complaint

  Date:12/10/2024

  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.

  Bought a CharBroil Grill from ****** on 9/27-it worked fine for about a week and then I couldn’t get it to heat up. Called Charbroil, they sent a new heating element and it arrived in a timely fashion. As I was about to install it, I had to open up where it went and found that the part it connected to had burned out so I needed that part. Sent pictures and was told the part I needed was not in stock but they would send it as soon as it was available. So I notice online a week later the part is now in stock so I called again and they said they would ship it. I kept calling because I hadn’t received the part and yesterday called again only to be told the part was again out of stock. It was ordered for me over a month ago and now I need to again wait for close to another month. I bought this grill in September, probably used in 5 times and may get to use it again in January if they somehow manage to get me the part. Ridiculous customer service from what I thought was a reputable company-hopefully a complaint may help. I asked them to send me a replacement grill and was told ****** would have to replace it??

  

  Business Response

  Date: 12/13/2024

  Hi there,

  We have contacted the customer and provided a resolution for them. We await their response.

  Thank you,

  Alex

  Customer Answer

  Date: 12/13/2024

  
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/21/2024

  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 bought a grill from charbroil. The wiring on the grill was done improperly. After 2 uses of the grill it caught on fire & almost blew up the propane tank. I tried contacting charbroil about 10 times now & they refuse to help. I spent $600 on this grill & they won’t take accountability & fix it.

  

  Business Response

  Date: 11/22/2024

  Hi there,

  We have contacted the customer and are working on a resolution for them.

  Thank you,

  Alex