Reviews

Review Details

• Review fromKEITH C

  Date: 04/21/2025

  2 stars

  KEITH C

  Date: 04/21/2025

  I have been a loyal customer of ********************** for decades. I love my 2 Weber gas grills at both my homes. In the past I have had a great experience buying accessories and parts and everything has been seamless. Sadly, I recently bought accessories on the Weber website. I was sent the wrong item in my shipment. I purchased a gas grill cover but the cover doesn't fit at all and oddly is it by a brand I have never heard of. I wanted a Weber cover and I was very clear about the specs of my grill. What is upsetting is after 2 hours on the support line at Weber, I am told there is no cover for my grill and they have no clue why I was sent a knock off brand cover that was too small but since it has been 30 days they won't refund me. Forgot about the waste of time on the call, not sure why it is the customers fault when ********************** sends fraudulant items but for Weber to not refund my $99.00 is so beyond short sighted. I have spent THOUSANDS on Weber Grills and I am probably due for a new one but now I will have to shop around for another brand. I am shocked Brands want to save just a little money in lieu of keeping a loyal paying customers. I told this to the *** on the ********************** support line but I think he even was exhausted by the mistakes Weber has made. Please if anyone can suggest a customer friendly Grill line I am all ears. Thanks for listening.

  Weber-Stephen Products LLC

  Date: 05/06/2025

  Weber Grills appreciates Mr. **** long-standing loyalty and sincerely regrets the frustration caused by this experience. A member of our customer service management team has since connected with Mr. *** and resolved the matter by replacing the grill cover. We thank him for bringing this to our attention and for giving us the opportunity to make it right.

• Review fromRon N

  Date: 03/22/2025

  1 star

  Ron N

  Date: 03/22/2025

  Your grill *****, cheep leg attachment wont lock in. I advise everyone not to buy these cheap made high priced pieces of c*** Definitely not worth the money.

  Weber-Stephen Products LLC

  Date: 03/31/2025

  Weber has made multiple attempts to reach the customer via email to address and resolve their concerns. As of this time, we have not received a response. We remain committed to providing quality products and excellent customer service and would be happy to assist the customer further should they choose to engage with us.

• Review fromJesu O

  Date: 12/01/2024

  1 star

  Jesu O

  Date: 12/01/2024

  I purchased a new smokefire weber pellet grill about 3 months ago. The glow plug went out on this smoker after 3 months of use. I called them and they told me to try a few things myself which I did including removing the glow plug and reseating it making sure the ground was properly placed. I'm not a very savy guy when it comes to these things bit I was able to do it. after reseating it properly I turned it on and tested. it seemed to finally come on after a few tries. I figured I would shut it down unplug and test again in the morning. when I woke up I went outside and first thing was I smelled smoke. looks like the the pellet grinder pulled some lit pellets back into the ****** and it lit all the pellets in my ****** on fire. it melted the plastic pellet stopper on fire which then all the pellets fell out and were on fire in the ground in my backyard. the ****** was destroyed. I immediately called support and all they could tell me is to send more pictures and to take out more pieces. really no help at all. customer service has been the worst ever! I saved for a long time to purchase this smoker. weber doesn't follow through on there warranty claims. im so disappointed in weber and will never purchase from them again and will not ever recommend anything from them to anyone I know. they take money from hard working people and leave them hanging. I was looking forward to smoking a ham and turkey in this device and was unable to do this. ruined thanksgiving. I can't afford another smoker so no more smoking meats for me. weber is is horrible.

  Weber-Stephen Products LLC

  Date: 12/12/2024

  Weber takes customer satisfaction and product safety very seriously. We regret to hear about the issues Mr. ******* experienced with his Smokefire and the frustration it has caused.Our management team has made multiple attempts to contact Mr. ******* by phone and email to address his concerns and offer assistance. Unfortunately, despite our efforts, we have not been able to engage with the customer to resolve the situation.We remain committed to finding a solution and encourage Mr. ******* to contact us at their earliest convenience so we can address their concerns. Weber values the trust our customers place in ** and looks forward to the opportunity to make this right.

• Review fromFrancisco D

  Date: 10/11/2024

  1 star

  Francisco D

  Date: 10/11/2024

  This company engages in false advertising. Their grills ship with quarter back panels now instead of full leaving the back fully exposed. Their photos everywhere still show the grill with the full panel and so does manual. This is for spirit e315

  Weber-Stephen Products LLC

  Date: 10/14/2024

  A member of the Weber Customer Service Management team reached out to Mr. Donoso to address his concerns about his recent purchase of a Weber gas grill. We sincerely apologize for any dissatisfaction he experienced. Rest assured; we are committed to resolving this issue promptly. It's important to note that while this part may differ due to a running change, it is still suitable and will not affect the grill's overall performance. Additionally, Mr. Donoso was provided with direct contact information for a Weber Customer Service manager should he have any further questions or require additional assistance.

• Review fromVicki & James M

  Date: 09/28/2024

  1 star

  Vicki & James M

  Date: 09/28/2024

  Weber ******************* Apparently, Weber is aware of a problem with the regulator hose having a gas leak. We were going through propane at an enormous rate, so decided to check it out. There are numerous reviews about this issue, but not on this website. They do NOT have the item in stock (I wonder why? Too many replacements being shipped?); however, via e-mail, a representative from Weber said a new regulator and hose would be shipped within 7-10 business days and we would receive an e-mail when it was on its way. Over ten days later, still no e-mail. We are unable to use this brand new grill, which has already caused an injury. You can feel, what feels like air, escaping from the regulator hose, yet they wanted me to turn it on: "We understand that there is gas leak, can you please share a short video demonstrating the gas leak using the soapy water test?" Their next e-mail: "Your order (#xxxxxxxxx) has been placed for the (#xxxxx) Hose and regulator. You should receive your order within the next 7-10 business days. You will receive a confirmation email shortly and a tracking email once your order ships." Still no e-mail or replacement parts. A DANGEROUS CONSUMER ITEM!

  Weber-Stephen Products LLC

  Date: 10/04/2024

  Weber would like to clarify that the regulators used in their grills are not defective. In many cases of suspected gas leaks, the issue is found to be related to LP (liquid propane) tanks rather than the regulator or hose itself. LP tanks can sometimes have connectivity issues that may result in gas flow problems, which can be mistaken for a defective regulator. Weber recommends performing a soapy water test, as this helps identify the source of any gas leak more accurately. The customer service team is committed to ensuring replacement parts are delivered as promised, and they apologize for any inconvenience caused by shipping delays. Safety is a top priority, and Weber appreciates the patience of customers while resolving such concerns.

• Review fromThomad L

  Date: 09/16/2024

  1 star

  Thomad L

  Date: 09/16/2024

  Im not sure how they used to be, but their customer service is non-existent. Its almost as if though they deliberately ignore warranty claims and questions so it they dont eat into their profit margins. I submitted a claim two weeks ago for a replacement crossover tube ( a $25 part) and I heard nothing back within 5 business days. I then submitted a complaint about the lack of response 5 business days ago and I have heard nothing back. Mind you this part is for a $450 grill that is only 5 years old, well within the 10-year warranty period. Its not as if Im trying to get one over on them to resell the part on ***** I just want my grill to work properly. I guess Ill just limp the grill along until I tire of buying replacement parts and then buy a ******** or some better quality grill from a company that understands the meaning of customer service.

  Weber-Stephen Products LLC

  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.

• Review fromDavid M

  Date: 09/07/2024

  1 star

  David M

  Date: 09/07/2024

  Weber used to mean quality and American made craftsmanship. Today it stands for Americans assembling Chinese parts in ******** and arent their customer service **** to refuse or deny anything that comes inbound. Deflection and apologize is the new company motto. I see this company and their owners scrambling for customers in less than 12 months when the proverbial tail of customer service destroys the rest of this beast. Special thanks to ******* he does seem to be the only cs *** that cared and tried. I appreciate it ******* but it seems the rest of the team have lost what made Weber great in the early 2000s.

  Weber-Stephen Products LLC

  Date: 09/09/2024

  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.

• Review fromRalph G

  Date: 08/23/2024

  1 star

  Ralph G

  Date: 08/23/2024

  We purchased a Weber grill, model # S-435 in May 2024 and have never been able to use it! It is now late August. Only the first burner lights. Called company numerous times and finally was told they would sent a technician out to repair it. Three weeks later, received a call from the technician saying the parts have been ordered. I don't know how someone could order replacemnt parts for a brand new grill without looking at the grill first to diagnose what parts were needed. Finally after being jerked around for another three weeks, we decided to return the grill and get our $1,400 back.Fortunated we purchased from ********** and they will be handling the return and the refund.The company customer service is the worst I have ever encountered.

  Weber-Stephen Products LLC

  Date: 09/09/2024

  Weber sincerely apologizes for the frustration ********************** experienced with his grill. A member of our *************************** team reached out to address his concerns. During the phone call, ********************** confirmed that everything is fine now and that further assistance is not required. We have provided via email the direct contact number for a Weber **************** Supervisor, should he have any further questions or need additional support in the future.

• Review fromCurran C

  Date: 08/12/2024

  1 star

  Curran C

  Date: 08/12/2024

  A lifelong weber guy who has purchased multiple Weber products, but never again. 0/5 stars if being honest.My family purchased the Weber SmokerFire Ex4 as my retirement gift from the Army in July 2023. Upon receiving this smoker, I have had continuous problems. It took over 10 hours and multiple calls to get the grill to connect and update so I could use it. Then I had multiple flare outs and stalled cooks. After a month of back and forth with customer service, I was told it was because I didn't use Weber Pellets. They sent me some pellets, but still the same issue. Now I spent the past 7 weeks with a bad auger, they finally replaced it, but will not communicate with me. I have multiple emails and phone calls with zero results. The management team member just sent me a note stating the part will ship as soon as they get it off back order. He never acknowledged the lack of communication, customer service or nor did he even apologize for the inconvenience. It has been almost 2 more weeks, and he refuses to email or call me. I am done with Weber. DO NOT BUY A PELLET SMOKER FROM THEM. Read the reviews, this is a common issue. Not sure what has happened to Weber, but their quality and customer care is garbage.

  Weber-Stephen Products LLC

  Date: 08/16/2024

  Weber sincerely regrets the frustrating experience ********************** has faced with the SmokeFire EX4. The challenges with connectivity, flare-outs, and delayed communication are not reflective of the quality and service that Weber strives to provide. Appropriate actions have been taken to resolve this situation. ********************** has been provided with the direct contact information for a Weber *************************** team member should he have any further questions or need additional assistance.

• Review fromCynthia T

  Date: 08/02/2024

  1 star

  Cynthia T

  Date: 08/02/2024

  If I could give a zero, Id choose that. This company has the most horrendous customer service of any product company in existence. I have called three times and gotten off each call without any solution .I have a weber grill with a 10 year warranty. Im five years in and one of the burners doesnt ignite. I was sent a check list to use as a diagnostic. Once the problem was identified, I called back only to be told I need to keep looking into it and send them photos. I did everything I was supposed to do but it wasnt good enough. I started to wonder if I did something wrong so I called a person who does grill repairs and asked if he could diagnose the issue. Lo and behold, he identified the same problem I did. He also told me where I can buy the part and avoid any further contact with Weber because in his years doing grill repair, Weber has the worse reputation for standing behind their warranties. To date, I have paid $102 and that was just for the diagnostic and part. There will be additional money needed to insert the part.If this is what Weber believes is a fair warranty, they may want to revisit that offering.

  Weber-Stephen Products LLC

  Date: 08/05/2024

  Weber sincerely apologizes for the frustration and inconvenience ******************** experienced with her grill and customer service interactions. **********************'s *************************** team regrets any miscommunication and the delays in resolving her grill issue. A member of the *************************** team spoke with ******************** to further discuss her concerns and resolved the situation. ******************** was provided with the direct number to reach a Weber ******** Service Supervisor if she has any further questions or needs further assistance.