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: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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/06/2024

  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.

  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

  Date: 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

  Date:05/31/2024

  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.

  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

  Date: 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

  Date:05/18/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/30/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:04/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  **** **** ******** *******

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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 have received an email stating that my item is going to ship on "X" day and have received 3 different emails stating a different day each email. I keep getting the runaround. If they do not physically have the item in stock, they should not have taken my money.

  

  Business Response

  Date: 04/12/2024

  I truly apologize for the inconvenience with this order. We have been having difficulty with production and receiving this item from the manufacturer. We kept this customer updated along the way as we got updated. We have apologized to the customer and refunded him in full for this item.

• Initial Complaint

  Date:03/13/2024

  Type:Delivery 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 an expensive BBQ, they then send it with a third rate carrier that hands off the BBQ to another company. It has been sitting in Portland for 5 days and was suppose to be delivered March 12. I spoke to *** a few times and they don't know when it will get delivered and BBQ guys was not helpful and will make me pay the shipping fee's. I had to cancel a vacation that I was trying to take before going back to work, now I can't go not knowing what the status of this BBQ is now and I am not paying for a return fee for them using a bad carrier. ***** *** and ***** would have had that delivered by now if they used real shippers. Possibly even Oak harbor freight lines even though they are haphazard how they work but are another cheap company. Not happy

  

  Business Response

  Date: 03/29/2024

  Order *********** was placed on Tuesday, 3/5/24 at 12:03pm. At the time the order was placed our website stated it would leave the warehouse within 24 hours. This order was shipped and picked up by *** Carriers on Wednesday, 3/6/24 under tracking #: **********.
  
  As our website states under the Shipping Section / How We Handle Shipping
  "We reserve the right to choose which freightway carries your shipment. We don't, however, control the shipping companies themselves, whether it's a standard courier or a freight carrier. Once a shipment is in the hands of the delivery company, we can't change shipping addresses or arrange for delivery to happen on a certain day. We can provide approximate delivery times, but that's only based upon the information the delivery company makes available to us."
  
  In this case Mr. ******** final delivery was being handle by *** Carrier's partner carrier ******* *****. Mr. ******** shipment was delivered and signed for on Friday, 3/15/24. We apologize for any confusion and or inconvenience caused by this delivery. If Mr. ****** needs any additional assistance, we are happy to assist.   
  

• Initial Complaint

  Date:03/07/2024

  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.

  Sold a tv as an outdoor, weathered Samsung tv. After having issues with the tv, Samsung confirmed the model number is not an outdoor tv.

  

  Business Response

  Date: 03/07/2024

  We have reached out to this customer and explained to him what makes this TV outdoor rated. We are taking care of this customer by providing him with a credit in the amount that he paid for his TV so that he can purchase a new TV.

• Initial Complaint

  Date:01/31/2024

  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 made a mistake and purchased a $5000 grill from BBQ Guys . Grill arrived scratched , missing screws and more. I used the grill 3 times only so far and I have had to call Napoleon ( grill brand ) like 10 times because I have had multiple issues with my grill . Lately today one of my knob's lights went bad on it and the knobs stopped working , a week ago the temperature gauges are foggy when the grill is hot and I could barely read them . The control module is acting up because the lights are coming on and staying on and more issues. I will never purchase anything from BBQ Guys and will never recommend anyone to purchase anything from them because Napoleon is hinting to them that they sold me an old and possibly faulty unit and that they did not test the unit or check for missing parts. The Grill needs to to replaced with a brand new one and have this picked up immediately. BBQ Guys this is not acceptable and needs immediate attention.

  

  Business Response

  Date: 02/16/2024

  We have been working with the customer on this and the customer agreed to a new grill. We have shipped the customer out a new grill.

  Customer Answer

  Date: 02/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21223671, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******