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:04/01/2025

  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've purchased 2 June ovens from Weber.They have shut down support for the product - it does not work as ************ of the ovens has a potential safety issue (noise coming from convection fans).The other has a problem with the wifi chip that prevents it from connecting/being updated.When I contacted support, they told me they could not offer replacement parts, additional troubleshooting, or anything to resolve the situation and simply apologized for the inconvenience. This is not an acceptable resolution, as I spent around $1000 on this equipment.I would like a replacement for one of the ovens.

  Business Response

  Date: 04/04/2025

  A member of the Weber *************************** team spoke with Mr. ***** and walked him through troubleshooting steps. It was also explained that we do not carry replacement parts for the June ***** Since the unit has been out of warranty for over two years, no further action can be taken regarding this complaint. Mr. ***** was provided with the direct contact number for a Weber *************************** team member should he have any additional questions or require further assistance.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23145664
  
  I am rejecting this response because:
  
  My problem is that this product is possibly unsafe to use now and I cannot replace or repair it, even if it's out of warranty.

  I just want a solution that involves money back or a replacement product, even if I have to pay for it.

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

  Business Response

  Date: 04/16/2025

  We appreciate Mr. ***** taking the time to share his continued concerns.
  As previously mentioned, a member of the Weber *************************** team personally spoke with Mr. ***** and walked him through all available troubleshooting steps. It was also explained during that conversation that Weber does not carry replacement parts for the June ***** and that the unit in question has been out of warranty for over two years.
  While we understand Mr. ****** frustration, there is no additional support we can provide through Weber regarding this product. However, if Mr. ***** has concerns about the safety of the unit, we recommend discontinuing its use immediately.
  Mr. ***** was provided with the direct contact information for a member of our *************************** team, and we remain available should he have further questions.

• Initial Complaint

  Date:02/08/2025

  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.

  My Weber Grill is still under warranty. It is no longer safe to use due to holes and rust in vital parts. I have emailed Weber with pictures of the parts that are under warranty that I need replaced. Weber asked me to send the photos. They are no longer responding to my request for replacement. I called the customer service number and no one answers and there is no voicemail. I would like the parts for my grill so that I can use it safely. OR I want a new grill.

  Business Response

  Date: 02/12/2025

  A member of the Weber *************************** team spoke with Ms. ******* to discuss the situation surrounding her Weber and apologized for her experience with the unit. Appropriate actions have been taken to resolve the situation. Ms. ******* was provided with the direct number to reach a Weber *************************** team member if she has any further questions or needs further assistance.

• Initial Complaint

  Date:01/06/2025

  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 want to start by stating that, until this point, my experience with Weber has been positive. However, I am now disappointed with how the company has addressed my recent issue. My grill suffered an electrical short that caused the ignitor cable to catch fire. While Weber replaced the ignitor cable, the circuit board and screen remained inoperable.Its important to note that the grill went out of warranty only a few months before this incident. However, as I conveyed to the representative, we had previously replaced electrical components, which justifies my expectation that this should be covered. Identifying the short fault will be nearly impossible, and I firmly believe that Weber should take responsibility by replacing the circuit board and ********* Serial Number is UA *******

  Business Response

  Date: 01/13/2025

  A member of the Weber *************************** team spoke with Mr. ****** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. Mr. ****** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.
  

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 just got off the phone with *****, and she is refusing to send a replacement grill, after their Weber grill caught on fire and caused damage to our house. I was told that due to us not having the product anymore for their company to access that they can not send a replacement for it. Your product malfunctioned, we used the grill at 4pm the night before, and at 7am the next morning the grill and cover were in flames as well as our house. I sent over the fire report, photos of the damage etc. It is not my fault that due to kids playing in the backyard, all the fire damaged items had to be removed from our property. My husband is a disabled veteran, who got the grill as a welcome home gift after being deployed. I just wanted to have the grill replaced for him. I wasn't going to go after the company for making a faulty product, cutting corners and making the grills cheaper then they used to. I simply wanted a replacement. I am trying one more time to see if your company can work with me on this request.

  Business Response

  Date: 11/25/2024

  Weber appreciates the opportunity to address Ms. *********** concerns regarding her Weber Griddle 36 and the unfortunate fire that caused damage to her home. Weber is deeply committed to customer satisfaction and to ensuring the safety and quality of its products.

  It is important to note that Webers ability to fully evaluate this situation is limited due to the absence of the physical grill and the lack of detailed pre-incident photographs. The consumer advised that someone came and removed the big pieces of the grill and remaining debris. While the photos provided depict significant fire damage to the property, they do not conclusively establish that a Weber product caused the incident. Without the opportunity to inspect the grill, Weber is unable to assess its condition prior to the fire, further complicating a comprehensive evaluation.
  

  The consumer has asserted that the grill was not in use at the time of the fire. It should be emphasized that Weber grills are rigorously tested and certified to meet the highest safety standards, including **** certifications. A Weber grill cannot spontaneously ignite. The circumstances described by the consumer suggest three possible scenarios:
  

  1.The grill was inadvertently left on.
  2.A grease fire occurred within the grill after it was turned off.
  3.The grill was placed too close to combustible materials while still hot, igniting nearby items.
  

  Each of these scenarios reflects a failure to follow the safety instructions and warnings outlined in Webers Owners Guide, rather than a defect or malfunction of the product.
  

  Webers safety guidelines clearly state that grills must be operated and stored with at least 24 inches of clearance from all combustible materials, including the sides of buildings. Based on Ms. *********** account, the grill was placed directly against the house after use, which likely contributed to the property damage. Additionally, it is important to highlight that flames require three elements: an ignition source, fuel, and air. If the grill had truly been turned off, the fire could only have resulted from residual grease inside the grill or improper storage near combustibles before the grill had sufficiently cooled.
  

  While Weber deeply regrets the property damage caused by this incident, the fire was not caused by any defect or malfunction of the grill. Weber stands by its original evaluation, which is supported by the consumer's account and the circumstances surrounding the incident.
  

  As a gesture of goodwill, and while under no obligation to do so, Weber renews its offer to provide a replacement grill at a discounted price. This resolution is both fair and reasonable, given the lack of evidence of a product defect and the fact that the grill was not in use at the time of the incident. Weber sincerely hopes that Ms. ********** will accept this offer and return to enjoying Weber products safely.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22573937
  
  I am rejecting this response because: the fact that the company feels they have no obligation to replace the grill because I no longer have it, is unfathomable. I sent the fire report which states the grill was the main point of fire. The grill was NOT directly against my house, which I have send photos as well showing where the grill was. I sent photos of what i had showing the legs of the grill and the wheels burnt. I answered phone calls about the situation, emails. I have done everything Weber asked but your option is a discount less then what your black Friday sale has the price at. It's clear your company doesn't appreciate their customers. There are so many grill options out there and we will make sure to never shop your brand again. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 11/28/2024

  Weber-Stephen Products LLC appreciates Ms. *********** continued engagement regarding her concerns. Weber understands the frustration that can accompany a situation like this and remains committed to addressing her claims thoroughly and professionally.
  While ************* asserts that a fire report was sent identifying the grill as the main point of fire, Weber has not received any such documentation.Additionally, the photos referenced by Ms. *********** including those allegedly showing burnt wheels and legs of the grill, have not been provided to Weber. The photos submitted to Weber do not contain evidence of damaged grill parts. Instead, the metal frame components visible in the provided images belong to a ride-on childrens car. This absence of critical evidence has significantly limited Webers ability to assess the situation comprehensively.
  Weber would also like to emphasize that even if a fire report were provided, such reports often reflect observations made by firefighters. While firefighters are highly skilled and possess exceptional expertise in containing and extinguishing fires, they do not have specialized knowledge of how barbecue grills operate or what occurs during a thermal event involving a grill. Without the physical grill for analysis, Weber cannot validate such claims or determine the root cause of the incident.
  Weber recognizes that Ms. ********** has made efforts to communicate her concerns through phone calls, emails, and the submission of some photographs. However,without the physical grill, the fire report, or detailed images of the alleged damage to the grill, Weber remains unable to substantiate claims that the fire originated from a Weber product or that it resulted from a defect or malfunction.
  After thoroughly reviewing the information provided, including photos, the narrative submitted by the consumer, and the circumstances surrounding the incident, Weber stands by its original evaluation and resolution. The grill did not malfunction. Its important to note that at Weber, its our goal to ensure that everyone has a positive experience with our products.  That can only occur when the instructions and warnings outlined in the Owners Manual are followed. In order to resolve this matter, and return a loyal Weber customer to safe grilling, as a goodwill gesture, while under no obligation to do so, Weber renews its offer of a replacement grill at a discount. This offer is more than fair considering that the original grill was not even in use when the incident occurred.  Weber has gone above and beyond what is considered to be reasonable, and we sincerely hope that the consumer accepts this resolution. 
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22573937
  
  I am rejecting this response because: I am attaching the fire report to my claim. The photos of the fire I sent are where the fire started, where the grill was located. I sent photos of the bottom of the grill as well showing fire damage to the wheels and legs. I am just dumb founded as to how this company doesn't stand behind a veteran who fought for this country. I have sent everything I have to prove we owned the grill, we lost the grill etc. And instead of deciding to help out, you decide to send a 20% discount, which my husband can get in any lowes/home depot for serving his country. I hope in the future you treat your heros and customers better. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/10/2024

  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 Weber Smokefire XL grill and after less than 1 season of use, it quit working. I reached out to customer service and talked to them about troubleshooting. We did some together and I stated that I had already a lot on my own. It wouldnt heat up to cook. They had all the data from the app. It tracks that it wouldnt heat up. Obviously they knew it had many issues, as you can see they discontinued it. I spent over $1700 on it and bought my husband all the accessories to go along with it. I am extremely disappointed in Weber and their products and customer service that I received. They knew the grill was bad. The grill is Registered under my husband *** *******.

  Business Response

  Date: 10/15/2024

  Weber sincerely apologizes for the inconvenience Ms. ******* has experienced with her Weber Smokefire XL grill. We understand her frustration, especially given the significant investment she made. A member of our *************************** team has attempted to contact Ms. ******* by phone but has been unable to connect directly. We have also reached out to her via email and are currently awaiting her response.
  In addition, we have provided Ms. ******* with a direct contact number for a Weber **************** Supervisor, ensuring she has a dedicated resource for any further questions or concerns. We look forward to hearing from Ms. ******* and hope to resolve the matter to her satisfaction soon.

• Initial Complaint

  Date:10/04/2024

  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 have been dealing with Weber trying to get a replacement auger motor for over 2 months. I have a smoke fire grill which has already been replaced once due to the first one breaking almost weekly. The second one has had multiple issues as well and now Weber does not know when the auger motors will be back in stock and have been telling me that it will ship within a week for over a month. The most recent call I had with ****** ***************** manager) ended with the claim that the motor would ship by October 4th but I texted Weber today and it is still out of stock. I have also been repeatedly told that the order management department would call me to explain the situation but I have never received a call from that department and have been told they do not have a direct phone number. When trying to call and talk to ****** today the customer service phone number immediately disconnects any call coming in. I tried over a dozen times with 3 different phone numbers. Weber has also discontinued the model grill that I have and their new model uses completely different parts so when I asked about that being the cause of the supply chain problems the customer service agents were evasive with their answers. At this point I want a refund for the grill or a replacement grill of the new model Searwood to replace the Smokefire.

  Business Response

  Date: 10/08/2024

  A member of the Weber Customer Service Management team spoke with Mr. Ryan to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. Mr. Ryan was provided with the direct number to reach a Weber Customer Service management team member if he has any further questions or needs further assistance.

• Initial Complaint

  Date:10/03/2024

  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.

  On September 25, 2024 I placed an order on *************************************************************** for a new grill and grilling accessories that totaled $2,623.23. The next morning I found that charge on my bank account, as well as additional charges from ************************** in the amounts of $344.26 and $324.79. Thinking this was some form of fraud, I went back to confirm my weber order and saw only the one purchase under my account. I searched for their customer service number and immediately called in. The representative I spoke with told me this was a pre-authorization hold, standard on all ************************** purchases and that I should have seen the notification before placing my order. They could not direct me to any notification on the website and I did not see one when attempting to place another order. After a long hold time, they hung up. I called back, spoke to another representative, got the same information, and asked to speak with a supervisor. After an 18 minute hold to be transferred, I was hung up on again. I was then contacted days later by a supervisor, ******, via email who scheduled a call with me. On this call, I confirmed that weber places a pre-authorization hold on all ************************** purchases, regardless of transaction amount. She directed me to a search bar where I found one article stating the "If youre seeing a duplicate charge on your account, it is likely a preauthorization hold from your banking institution". This does not state anything about weber's confirmed pre-authorization policy. I believe it is bad business, dishonest, and illegal to place a pre-authorization hold without notifying consumers prior to completing the transaction and would like ot see some form of restitution offered by weber for stress and time, as well as a change to their policy which would require them to notify consumers of the pre-authorization policy prior to purchasing. Also worth noting, my previous, smaller purchases from ************************** have not resulted in any pre-authorization holds on my account.

  Business Response

  Date: 10/08/2024

  Weber Grills appreciates the opportunity to address Mr. Lewis's concerns. The company acknowledges the frustration he experienced regarding the pre-authorization holds and apologizes for any confusion caused by these temporary charges.  As explained to Mr. Lewis during his interactions with our customer service representatives, the pre-authorization hold is a standard practice that helps ensure the availability of funds for the purchase. This hold is not an additional charge and typically drops from the customer’s bank account within 3-5 business days, depending on the financial institution. While it was communicated that this practice occurs, Weber understands Mr. Lewis’s desire for clearer upfront notification on the website. Additionally, Mr. Lewis's initial order was processed correctly, and the extra charges were not related to any fraudulent activity or intentional overcharging. In light of this situation, Weber appreciates Mr. Lewis's feedback, which will help improve our communication with future customers. Mr. Lewis was provided with the direct number to reach a Weber Customer Service management team member if he has any further questions or needs further assistance.

• Initial Complaint

  Date:10/01/2024

  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.

  Had Many Problems since new. Burner failure, Electronics, Replacement Parts on Back order. Not honoring there Warranty by not suppling Parts so that is why I want my money Back. Spent money and don't have money to replace unit and no Smoker to use. No Happy with this company. They say also that there is a different policy for Americans as compared to Canadian customers. They should not be allowed to sell in ****** if they can't back there product

  Business Response

  Date: 10/04/2024

  A member of the Weber Customer Service Management team spoke with Mr. Slusarenko to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. Mr. Slusarenko was provided with the direct number to reach a Weber Customer Service management team member if he has any further questions or needs further assistance.

• Initial Complaint

  Date:09/22/2024

  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.

  Dear Better Business Bureau Representative,Subject: Complaint Regarding Weber **** and Request for Warranty Support Hello. My name is ****** *****. I am writing regarding Webers disregard for my warranty claims and service requests. In 2019, I purchased a Weber Spirit E-310, 3-************************* Grill, Part Number ********, Serial Number *********. Within the first twelve months following purchase I began encountering failures of critical components necessary for the safe and reliable operation of the grill. Awaiting Webers reply, I had a little option replace the ignition system, propane hose, manifold, cabinet/housing panels, control knobs, and most recently the burners. Put simply, Ive had to limp the grill along for years, however it has now reached a point where I can no longer safely/reliably operate the grill.I have made numerous attempts to contact Weber regarding these issues and requesting service and warranty support. Weber **** has not once replied to any of my attempts. Politely, I am asking for the BBBs assistance with this matter.

  Business Response

  Date: 09/28/2024

  A member of the Weber *************************** team spoke with ******** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. ******** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.

• Initial Complaint

  Date:09/13/2024

  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.

  we got a new grill in July of this year and finally got the chance to assemble it at the beginning of September. Upon trying to assemble the grill, many pieces of the grill were missing. I called Weber support and they provided me the missing pieces. One of the pieces, an ignitor switch, was on backorder and to this date, I am still waiting on that. Further, upon receiving the missing items from Weber under the warranty claim and going to install them, I was further surprised to know that the manifold for the grill is broken and that the prong that the sear burner k*** sits on is broken as well. I was told that the piece is also on backorder with no *** on arrival. At this point, I am requesting that Weber send me a new grill. I am unable to use my grill and should not be waiting weeks to find out when Weber will send me the missing pieces. They have full grills in stock, and thats what they should send me considering all of the missing items.

  Business Response

  Date: 09/18/2024

  A member of the Weber *************************** team spoke with *********** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. *********** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.