ComplaintsforBBQGuys.com

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I ordered an item TYTUS Fresno Series Gunmetal Gray Island Propane Grill and received the grill. The grill was to come with a cover which I received and a griddle which I HAVE NOT received. I have called and stayed on hold for nearly an hour to speak with someone who said that they will look into it. I have sent email after email to follow up and no one has really gotten back to me. Their last piece of feedback was that the delivery company is saying that they delivered it and they will send me a picture. That was on June 21st. Since then they have not gotten back to me or responded to my multiple emails for my missing item.

  

  Business response

  07/10/2024

  Hello,

  We are deeply sorry for the delay with the replacement griddle. I have created an order for a replacement to ship right away. The customer will receive an email confirmation shortly. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 25th I ordered a gas grill from BBQ Guys. It was delivered on 6/27 and the carrier did not attempt to notify us that they were there. The grill was left in the driveway and I only found out that it was delivered because of an email. On 6/29 the installer came and attempted to install - however - he noted that it was too damaged to install. He asked me to call BBQ Guys - but since it was a Saturday , customer support was not there. A nice guy in sales said he put in a ticket and that I would be contacted Monday. Monday no one contacted me. I left call back numbers and I finally called sales again (amazing that you can get through to sales but not service). It is now July 2nd and I have yet to get a call or communication from service. I need a replacement shipped to me and they can send someone else out to pickup the broken grill. I uploaded pictures and see no reason for a delay.

  

  Business response

  07/08/2024

  Hello! We apologize for our delayed response. We are working tickets, calls and chats in the order that they are received. The customer was able to get in touch, we are picking up the damaged grill and have shipped a replacement on order **********. Thank you for your patience. If anything else is needed, please reach out. 

  Customer response

  07/09/2024

  
  Complaint: 21932248
  
  I am rejecting this response because I am still awaiting shipment of the new grill to inspect it before accepting it. Once inspected I will now need to wait for an installer to confirm the new grill is acceptable for installation. Note that this has caused me to pay for two installations, not one.  Then I have to package up the old grill for shipment back to them.  BBQ guys needs to add more staff to the service function - sales is of course immediately reachable - service should not take five days for a response.. 
  
  Sincerely,
  
  **** *****

  

  Business response

  07/09/2024

  Hello! We understand, and are deeply sorry for our delayed response. We are working quickly to resolve issues in the order that they are received. The replacement grill is out for delivery today. Please let us know if there are any issues, and when you are ready for pick-up on the damaged item. If you need anything else in the meantime, please let us know! 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to return a grill cover (approx. $65) purchased under Order# ***********. In an email BBQ Guys promised me a return authorization and instructions. I received no information. I sent several emails with no response. I called. No answer. I left my phone number. No return call. Is there any way you can assist me? Thank you. *** ********

  

  Business response

  07/08/2024

  Hello! We apologize for our delayed response. We have reached out to the customer to process his refund. We have asked that he donate or dispose of the cover since we do not need him to ship it back to us. If anything else is needed, please let us know. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an outdoor patio table from BBQGUYS.com on 5/25/24. Shipment arrived on 6/6/24. While assembling the table, one of the support brackets that was made of acacia wood split in half. After inspecting the bracket it was determined that the mounting hole was drilled through a knot in the wood and had cracked in half. I immediately contacted BBQGUYs.com and although it was Saturday 6/8/24, the sales person told me they would file a ticket claim and someone would get back to me on Monday 6/10. When no one called, I decided to call on Tuesday 6/11 but all technical support reps were busy helping others and there was a 45 minute wait. After several attempts, I was able to get through to another Sales Rep who took my information and said Technical Support Ticket was established and I should hear from someone later that day. No one called or emailed me so I then filed a separate Ticket online on 6/11/24 hoping someone would get back to me. I received an automated email response saying they received my request and I would be contacted in 5-7 business days. It is now 6/19/24 and I have not received any further contact or response from BBQGUYs.com.

  

  Business response

  06/21/2024

  Hello,
   
  We apologize for the issues that the customer is experiencing with their order. We understand the importance of the customer receiving his replacement part. We apologize for our long wait times and our support representatives are working quickly to assist our customers in the order that calls and emails are received. 
   
  Our support team has been in communication with **** since Wednesday, June 19. We requested pictures from the customer, and we have sent them to the warehouse to confirm the part number for the replacement part that the customer is needing. We asked him to please allow us 5-7 business days from the date of ****** contact on Wednesday to follow back up with him. We are working diligently to get the customer taken care of. At this time, we are waiting on part information to be able to send the customer the part that he is requesting. We kindly ask for the customer's patience in the meantime while we work to get him taken care of. I have attached a copy of the communication that we have sent to **** and which he has responded to. We will be sure follow up with him via email by the end of the business day today with an update. 
   
  Thank you so much! 

   

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/22/2024 I placed an order for a gas griddle from BBQ Guys. The item was a closeout griddle order # ***********. On 5/22 2024 I received an email stating that my griddle will ship the next day 5/23/2024. A few days later I received a delivery of the griddle cover but no griddle. I contacted customer service and was assured they were working on my order to have it delivered asap. By 6/6 2024 after several emails that went back and forth, I was told rather abruptly the grill would not be shipping and a refund will be posted to my credit card. It took fifteen days for them to tell me that that the griddle was no longer available, all this time holding my money. On 6/7/2024 I was still searching for a griddle and happened upon BBQ Guys still listing the " no longer available" griddle for sale. This time I had my wife purchase it through BBQ Guys with an order #*********. Once again, the credit card was charged for the griddle, and she was emailed that the griddle was on back order. My wife contacted BBQ Guys yesterday about any information on her purchase, she was informed that the griddle was 17 weeks on backorder. This time they had my money for 11 days and would have had the money for an additional 17 weeks if she had not cancelled the order. All of this is in an email trail between us and BBQ Guys. I find these business practices disgusting, and if not illegal perhaps it should be. Who governs the business practices of these online retailers that they feel they can get away with these money grab schemes. As stated, I do have all correspondence between BBQ Guys and myself to back up all statements made in this complaint. I am not sure how to upload the emails to the complaint at this time. ****** *******

  

  Business response

  06/19/2024

  We apologize for the issues that the customer has experienced with their orders. As with many retailers, customer payments are charged at the time the order is placed, not when it ships. 
  
  
  We work very hard to keep our website updated with accurate lead-time information and if an item is on a backorder, we remain committed to keeping the customer updated with the most up to date and accurate shipping times. On the customer initial order, ***********, we sent email notifications letting the customer know that his item was on a backorder and when we expected his order to ship. The customer eventually called in to cancel his order, and we processed the cancellation and provided the customer with a full refund. We provided alternative items that were in stock and available to ship sooner than the griddle the customer ordered. 
  
  
  The customer placed a second order for the same item on order N216757575C. At the time the second order was placed, our website displayed an accurate lead time of 12-16 weeks before this item would be able to ship. The customer eventually cancelled the order, and we processed a full refund. 
  
  
  Eventually, we removed the griddle from our website for purchase due to the long wait time for the item. 
  
  
  In conclusion, we apologize for the inconvenience this has caused the customer. The customer has been fully refunded for both orders, and the item has been removed from our website until the item is back in stock and ready to ship. We appreciate the customer's patience with us and willingness to reorder with us. Should the customer still be interested in purchasing with us, I would be more than happy to offer a store credit or a discount on an item that is in stock and ready to ship. Thank you! 
  

  Customer response

  06/19/2024

  
  Complaint: 21871009
  
  I am rejecting this response because: Most of the response is a misrepresentation of what actually happened. First and foremost, I do not know of any other retailer that would hold onto a customer money for weeks on end while awaiting shipping for a back ordered product. Secondly order *********** was never cancelled by me. I never called, I never asked for a refund. If you read the emails, I continued to ask why it was cancelled and continued fighting for a delivery time frame. You also state that other recommendations were made, this is in fact true, except I am the one who asked for other recommendations. In the third case of misrepresentation of reality, when the grill mysteriously reappeared for sale on your website it did not say anything about a long lead time and in fact no representative reached out to my wife with an email or any other contact. My wife called yesterday and vented her frustration to the customer service representative when told the amount of weeks BBQ Guys planned on hanging on to our payment before shipping. In past dealings with BBQ Guys, I never had the terrible customer service I had with this transaction and apparently am continuing to have with now two transactions. This was and continues to be a total screw up by your company and continuing down this road will only further my frustration over this. I have already shared this ordeal with several friends and they are taking this ordeal under advisement as they search for outdoor products.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a military veteran, I feel strongly about purchasing Made in USA products at every opportunity. I selected the Weber S-415 based on your website assertion **************************************************************** that it is made in USA. During assembly I come across a sticker on the back that clearly states "Made in China". I have contacted them 3 times without response

  

  Business response

  06/14/2024

  We have been in contact with Mr. ******** regarding his recent purchase of the Weber GENESIS S-415 Propane Gas Grill - Stainless Steel - 1500539 . We have explained that though the site states that this grill is Made in USA, there are parts that are Made in China as well as parts Made in USA. Weber does have some that are fully made in the USA, not all are, and we apologize for any misinformation in regard to this, as we get this information directly from the manufacturer.

  Mr. ******** has agreed to keep the unit as is and we have provided him with compensation for doing so. Should Mr. ******** need any additional assistance we are happy to help him with anything we can.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a $540 grill from this vendor on May 8th 2024, contacted the vendor to exchange or return the new unused product, was informed that to do so I’d have to cover shipping costs totaling $240, or nearly half the cost of the product. In good faith, attempted on multiple occasions to find a mutually agreeable solution, to no avail.

  

  Business response

  06/14/2024

  On 5.8.24 ****** purchased the Weber Q 3200 Natural Gas Grill - Titanium – 57067001 on Amazon through Marketplace. ****** contacted our Marketplace department to let us know that they placed an order for the incorrect fuel type and had already fully assembled the unit.

  ****** was notified that per our return policy fully assembled units are not eligible for a return. That we would make an exception and that the unit would need to be unassembled and would be returned minus the provided fees. It was explained that this would be deducted from the refund.

  It was explained to ****** that we would proceed with issuing a refund minus the fees. As this unit has been assembled it can no longer be sold as new. ****** was also provided the return policy as a 3rd part seller. They agreed to the return and let the agent know that the grill hadn’t been used but was assembled. ****** provided a date of 5.24.24 to pick up the grill.

  ****** later asked how much was the shipping cost that will be deducted and depending on the amount it may not be worth returning. The agent explained that fees would amount to $240.36. This amount is for shipping only due to the unit cost/assembly and that the regular restocking fees have been waived. The pickup date was changed to 6.3.24, but ****** asked that we hold off on scheduling the pickup because they needed time to disassemble and box up the grill.

  We have tried multiple times to schedule a pickup of the grill that ****** incorrectly ordered. We have also waived the regular restocking fees. We are happy to continue with assisting ****** with picking up the grill and issuing the refund minus the fees totaling $240.36. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a grill from BBQ Guys in March 7, 2024 and I inspected that items were shipped on March 11, 2024 and found to be ok. Now in May 14, 2024 when I actually took the grill totally out of the package and attempted to put it together one of the flame tamer wall pegs is missing. I informed BBQ Guys and they promptly sent the part however, it is no way possible to repair/install the missing part. i have requested a replacement and was told about the 30 day return policy. I'm not not trying to return the item I want a replacement unit for the defective one I received.

  

  Business response

  05/31/2024

  Mr. ****** contacted us regarding his Blaze Professional LUX 34-Inch 3-Burner Built-In Propane Gas Grill With Rear Infrared Burner - ***********. He informed us that the peg that held the flame tamer was defective/missing. Due to this being a warranty issue we worked both with Mr. ****** and Blaze to send out replacement part under the manufacturer's warranty. As a courtesy we also offered to help cover the cost to have someone install the part for him because labor is not covered under the warranty. However, he declined this offer. On May 20th we sent out a replacement grill that was delivered to Mr. ****** on May 24th. We have been in contact with Mr. ****** to setup pickup of the defective grill. We apologize for the issues that Mr. ****** had with his grill and look forward to assisting him with anything we can. 
  
  

  Customer response

  06/03/2024

  
  Complaint: 21728598
  
  I am rejecting this response because: the BBQ Guys refused to send a third grill they said the procedure requires them to refund the money. Then I could purchase another grill!  I requested  a copy of this procedure but never received it!  I was never asked how would you like to move forward and I was not allowed to speak to a Manager or someone higher in position other the supervisor!  The person on the phone appeared to not know the chain of command.
  

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a grill from bbqguys.com last summer which was installed by my professional landscaper in late fall. I started using the grill this spring and the grill never properly worked. There were multiple issues, including ignitors not working, grill not heating up to desired temperate, grill knobs overheating (resulting a hand burns) and light switches that broke after overheating. I contacted bbqguys online customer support several times and they were not helpful or willing to send a serviceperson out to diagnose or fix the problem. Instead, they sent out some replacement parts that were wrong and gave me no instruction on how to replace them. I had the grill inspected by my professional landscaper and they believe that the grill is defunct. After reaching out to bbqguys.com again, they were not willing to send out a service worker or offer me a replacement grill. Instead they said they would file a warranty claim with Blaze and send out more replacement parts. At this point, I have nowhere else to turn on servicing a brand new, non-functioning grill that I paid over $5000 for.

  

  Business response

  05/27/2024

  We are deeply sorry for the issues that the customer is experiencing with his order. We have been in communication with the customer to ensure that he is satisfied. The grill has a lifetime warranty but unfortunately it does not cover labor or service. It does, however, cover parts. We shipped the replacement parts to the customer and advised him to reach back out to us if he is still having issues. I have also made sure to supply him with accessories that works with his grill to ensure that when he does use it, he has a great grilling experience. We will continue to work with the customer until he is completely satisfied, and he is more than welcome to contact us should he have any questions or additional issues.
  
  Thank you!

  Customer response

  05/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21648070, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Lion Propane Double Burner 6/20/23. In March 2024, one of the burners started not to work after minimal use. I reached out BBQ guys regarding this issue, after weeks of back and forth sending them videos and pictures. They told me it was a valve and would be sending a replacement part for the valve. I needed to watch youtube videos in order to replace that part myself. I am not equipped or licensed to work on gas products. They told me to search for a gas plumber myself and they would not pay for the plumber. I thought I had bought a quality product since I paid almost 700 for the Burners. Save yourself the headache and buy somewhere else. Its ridiculous for a company to expect the customer to do repairs. Since I am not a gas plumber and don't know what I am doing there there is no guarantee yhe repair wont fail and cause a fire at my house. Bbq guys and Lion don't care for the customer or the product once it sells.

  

  Business response

  04/18/2024

  Hello,

  We apologize for the issues the customer is experiencing with their order. We have reached out to the customer and advised that while the manufacturer does offer a one year warranty, that warranty does not include service or labor; however we have offered to have the whole unit replaced to satisfy the customer. The customer has accepted the offer for a whole replacement and we have created replacement order N216414335 for the customer. We advised him to reach to us again should he need further assistance. Thank you!

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21567885, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **** ******** *******

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