Complaints

This profile includes complaints for BBQGuys.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BBQGuys.com

  8151 Airline Highway Baton Rouge, LA 70815

  
• 

  BBQGuys.com

  1811 N. Airway Drive Baton Rouge, LA 70815

  

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:04/09/2025

  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 a marine-grade, high quality outdoor BBQ grill from BBQGuys via its website on 3/19/2022. I also purchased a 3-year outdoor grill protection plan. The grill is inoperable. I made a claim for service through BBQGuys. BBQGuys engaged the services of New Leaf Service Contracts, Inc, to process the claim under the protection plan. New Leaf has refused to honor the service contract and repair the grill. New Leaf requested the Serial Number from the grill before it would proceed. There is no Serial Number on the grill itself - the serial Line is blank. Hower, I provided New Leaf with the serial number on the Owner's Manual along with the proof of the model number from the Owner's Manual - 4XLP-2060M069. I provided this information via email. New Leaf then requested photographs. I provided these. I also confirmed with Blaze (the grill manufacturer) that the number provided is the serial number and that Blaze puts the serial number on the back of the Owner's Manual and that it begins with the number 4 as provided. New Leaf is refusing to proceed providing a litany of excuses and delay tactics. It is obvious they do not want to fulfill the service contract because of the high repair costs in relation to the service protection plan's initial cost. BBQGuys has not been helpful in resolving the issue or getting the repairs performed.

  Customer Answer

  Date: 04/09/2025

  Good morning.  The claim was filed on 12/31/24.  Since it was winter and 'cold', New Leaf Service Contracts notified me that their service tech asked me to follow-up when it got warmer.  It got warmer at the end of March so I followed up on 3/28/25.  There is no dispute as to the timeliness of the claim.  New Leaf Service Contracts is 'disputing' the serial number which is a pretext for not performing the contracted services.  The serial number I provided is the serial number for my grill and was confirmed by Blaze, the grill manufacturer.

  

  Business Response

  Date: 04/23/2025

  Dear ********
  
  Thank you for your feedback regarding your recent order and service experience. After consulting with New Leaf, we are pleased to confirm that they completed the repairs successfully, and the grill is now in proper working condition.
  
  A member of our support team will follow up with you shortly to ensure your complete satisfaction. In the meantime, please do not hesitate to inform us if there is anything further we can assist you with. We appreciate your patience and continued business.

• Initial Complaint

  Date:11/18/2024

  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.

  BBQGuys does not take responsibility for the outdoor refrigerator I purchased that does not get colder than 37.5* - even though I have it set to 32*. It came with a warranty but apparently the unit not working properly is not "warrantable". What is then?!? The manufacturer says I could (at my immense cost) schedule a return, secure on a pallet, and they will test - of course without my being there to witness. Buy local, not from these "Guys"!!!

  

  Business Response

  Date: 11/18/2024

  H* ****,

  Thank you for your feedback and for working with our team to reach a resolution. We apologize for any inconvenience this may have caused you and appreciate you allowing us to work on this matter for you.

  Customer Answer

  Date: 11/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22562644, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/22/2024

  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 Mont Alpi BBQ island on Saturday, 10/19/24. My credit card has a pending charge for the amount ($3666.02). I have been waiting for an order confirmation and I have talked with two people in Customer Service - ****** and **** - who state that the order is in the hands of a "payment team" and I have to wait for them to review. It's now been 4 days since I placed the order and I have no status or update on the order. I asked to cancel the order and I was told that I had to wait for the "payments team" to get involved. This seems like an unfortunate series of events and definitely feels as though I'm in a hostage-like situation with my credit card and the potential order. I gave ****, who I talked with today (10/21) the option to connect me with someone who could help retain my business, but there was no one immediately available, so i asked her to CANCEL the order. She is supposed to send me an email indicating that the order was canceled and that I have no financial responsibility for the order. Very poor customer service and communications - I don't understand the A+ rating here on the BBB, but perhaps this complaint will get someone other than the "call center" staff involved to assist me with getting an update on this order. ...seems odd that an online company has so much red tape when it comes to processing orders that other online retailers do with ease, courtesy, and customer-focused communication.

  

  Business Response

  Date: 10/24/2024

  Hi ***,

  We deeply apologize for the experience you have had with us. We understand how frustrating it can be when there's an issue with payment. If you wish to make any future purchases with us, we have options available. Please let us know and we can arrange to call you directly. Thank you for your time, patience and business with us this far. 

  Customer Answer

  Date: 10/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22458794, and while there was no direct commentary on my issues, and some vague reference to problems with payments (there were not any on my end), I will not do business with this company in the future and I have ordered the item from Amazon - and it's arriving in 48 hours.  I wish that I had been able to offer this small business a sales opportunity, but they are not "in the game" for online sales, sadly.  Hopefully, they will use this information to make changes to their communications with other customers and learn from their horrific communication and online sales policies.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:09/25/2024

  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.

  BBQGuys sold me an outdoor grill that's covered by a warranty. I also purchased a 5 year extended warranty from BBQGuys. The motor on the rotisserie grill broke and BBQGuys promised to send a technician to my house to repair the grill. The technician refused to come. BBQGuys nor Everdure is fulfilling the warranty's. Please have them send a new grill or refund my money. Receipt attached.

  

  Business Response

  Date: 10/08/2024

  Thank you for your feedback and for working with our team to reach a resolution.  We apologize for any inconvenience this may have caused you and appreciate you allowing us to work on this matter for you.

• Initial Complaint

  Date:07/15/2024

  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 purchased a grill from BBQGuys for over $3,000 in June 2024. I was happy with it. Then last weekend when we used it it caught on fire and melted lights and a knob. They are trying to give me the runaround and want us to take it apart and I refused. The top arrived as a unit and I do not feel comfortable taking the control panel off.

  

  Business Response

  Date: 07/26/2024

  Hello,

  I apologize for the issues the customer has had with their grill. We pride ourselves with taking care of our customers in the quickest and easiest way possible. Unfortunately, in some instances, like warranty issues, that process may take a little longer, simply because the manufacturer would like to find the root of the cause so that they can provide the best resolution possible. For warranty issues with any of our product, it is required that we take the necessary warranty process to get the issues resolved. That includes working with the manufacturer with their request. We have resolved this customer's issue by sending them a new grill.

• Initial Complaint

  Date:07/09/2024

  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.

  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

  Date: 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

  Date:07/08/2024

  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 purchased a $3,000 Kamado on June 7th, received it defective, tried numerous times to get ahold of somebody over at BBQ guys, when i finally did they directed me to the manufacturer, its been three weeks trying to start a warranty claim with no luck, I’ve spent hours trying to fix a problem that shouldn’t of been there in the first place, burned my hands twice, and all i get is the run around. All they say is, they’ll called you today, they’ll call you tomorrow, been going on for weeks. At this point come and pick up your defective grill.

  

  Business Response

  Date: 07/29/2024

  Hello,

  I am sorry for the issues the customer has experienced with their order. I have reached out to the customer directly to get them taken care of. The gasket has been replaced and should the customer have any further issues, they can reach out to us directly. Thank you so much!

  Customer Answer

  Date: 07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21957541, and find that this resolution is satisfactory to me. I was wrong about this company, they did absolutely everything to make things right. I was mainly upset because kamado Joe wouldn’t respond to my warranty request. But BBQ guys went above and beyond and I appreciate it.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/24/2024

  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 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

  Date: 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

  Date:06/19/2024

  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 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

  Date: 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!