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:01/30/2024

  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.

  Grill was not shipped as advertised. There was a "redesign" that was not shown or described to the customer that prevents the rotisserie from working properly. If the website was current based on what I was to receive I would not have purchased. The problem is there are bars that cant be removed, notice the "as advertised" pics what do not show the bars vs the "as shipped" pic which shows a white piece of paper under the bars that cant be removed because of the redesign. Since the bars cant be removed I have been instructed to position the meat between the bars. This is not always an option and when you do position the meat between the bars 1 side cooks hotter than the other and the food does not cook even like it should. This is unacceptable for a high end grill that should be brought to the attention of the consumer. when I reached out to the the manufacturer they were not even aware of the redesign at first. Attached is the full dialogue and below are the 3 different answers I received. 1st response to me after questioning: Those rods are in our newer models, they can be removed from behind the unit, but it's not the most fun thing to do 2nd response: The bars help the structural integrity of the firebox. While we do not have an immediate or direct solution 3rd response (voice mail) There is no way to remove the bars and there is nothing that can be done other than cooking smaller meats or working between the bars. And it shouldn’t matter since it’s a 15lb maximum limit anyway! As you can see by the 1st response I was told to remove them because I have a new model but then I was told they cant be removed. The above and attached was a conversation with Blaze grill (BBQ guys sister company). I also reached out to (2) contacts at BBQ guys with no response. Due to not getting what was advertised I am requesting authorization to return the grill. What I purchased vs what I received is not the same. Order # ***********

  

  Business Response

  Date: 02/09/2024

  Hello,

  We at BBQGuys have been working with Mr. ***** on this issue. We have decided to let him keep the grill and provided him with a full refund.

• Initial Complaint

  Date:01/22/2024

  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 purchased items from the company months ago they haven’t shipped them out. When I call, email, or chat I’m told it’s andifffrnet department. They took my money but refuse to send out the product. When I did finally get in touch with someone they used very inappropriate terms and yelled at me saying things take time. I’ve tried emailing multiple more times. I wrote on Facebook instagram with no luck receiving g the product or getting my money back

  

  Business Response

  Date: 01/23/2024

  On Sunday, November 26, 2023, ****** ***** purchased both the Drip EZ Rest EZ BBQ Blanket - BLNKT-1 and the Drip EZ XL BBQ Prep Tub - Classic Orange - TUBLDXL-1, at the time of purchase the Drip EZ Blanket showed that it would leave our warehouse within 3-4 weeks and the Drip EX Prep Tub would leave the warehouse within 24 hours. The prep tub was shipped out the next business day on Tuesday, November 28, 2023, via FedEx and delivered To Ms. ***** on Thursday, November 30, 2023.  
  

  We received an update from the manufacturer of the Drip EZ Blanket regarding the item being held up in production. We notified Ms. ***** each time we received an update from the manufacturer. With each update we advised Ms. ***** that we understood if she needed to cancel and provided her with options to do so. I have emailed Monica and apologized for the delays and have offered to refund her for the blanket that is on backorder as well as keep her order with us. I also advised that I will continue to monitor the order and provide tracking for the blanket once it shipped.  

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service 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 recently purchased a grill set up and a couple of days later I attempted to purchase a blackstone and any ounce of possible assistance/support has been nonexistent to a degree of being rude. I am missing reward points and I've been given 2 different timeframes of which both were incorrect. Finally, after a 3rd chat, this agent lacks any and all customer service skills. I am compelled to return my previous order and stop begging this company to facilitate my new transaction.

  

  Business Response

  Date: 01/17/2024

  *****

  We are deeply sorry for the issues you've had with getting your reward points added to your account. This process typically takes 15 minutes, and anything beyond that would need to be manually added to your account. I am sorry for the delay with your request. I have personally went into your account to ensure that we've added 2916 BBQGuys reward points due to you from your purchase on order N215986850C, and I have added an additional 5000 BBQGuys reward points for your troubles. 

  Again, we are sorry for the delay with this and we appreciate your patience. Please do not hesitate to reach out to me, or our Support Supervision team personally should you need anything else.

  Customer Answer

  Date: 01/17/2024

  I attempted to use this today and the total changed after placing my order. I replied to the email I received and of course there was no response. I’m baffled by the lack of response and customer service from this company. And beyond that highly concerned. 
  

   

  
  Complaint: 21156812
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/18/2024

  *****
  
  It looks like your points did not process when you placed the order, and the order took the whole amount from your card. Therefore, I have cancelled the order and refunded you in full. An email confirmation has been sent. I recommend placing another order by calling in so that we can properly place the order with your points.

  Customer Answer

  Date: 01/18/2024

  
  do you understand how frustrating this is for the customer?! Why am I having to work so hard to spend money with you all?! Could you not have manually adjusted the transaction to simplify it on my end aka the customers end?!

   

   

  Complaint: 21156812
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/18/2024

  I just tried to give you another call. There should be an option to click "use reward points" at the bottom before submitting your order. I do believe the reason for the mishap is because of our current system changes that are happening. 
   
  I'm going to keep the order open and have your item shipped, but refund you in full to you as a courtesy due to your issues. 
   
  I can understand how frustrating it can be and I know you are trying to be patient with us. I am going to send you another email about your refund, and again, this order will remain open with us. 
   
  You can check your order status here ********************************************************************************************. 
   
  Should you need anything else, please reach out to me. 

• Initial Complaint

  Date:10/01/2023

  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 ordered a Lion Premium grill from BBQGuys.com on 5/28/2023, price $1,860.06. I received the grill and installed it to the specifications. The grill does not work properly. It does not cook evenly on the same burner and across burners. I constantly have to move the food around and steaks are cooked on one half and not cooked on the other. same with chicken and other food. My next-door neighbor has the same grill and when I use his grill it works as it is supposed to. When I use my grill, it does not cook evenly – there is a clear difference. I have asked for someone to come out and see for themselves and they refuse, they keep saying that there is nothing wrong with the grill. Having to continually move food around the grill is not how a grill is supposed to work – there are numerous videos supporting this – even Lion has a video about grilling surfaces! I filed a complaint with BBQGuys.com and they sent me a regulator to be installed thinking there was a pressure issue with my propane source. I hired a professional installer that charged me $225 for installing the part and doing a pressure test. At Lion’s request, I removed the regulator. I even attached it to a separate propane tank, with the out of box connector and had the same results. I moved the burners, I used compressed air to clear and possible debris. Lion is stating it is working properly, when it clearly is not. I am asking that someone be sent out to fix the grill or replace it. It is under warranty. Lion and BBQGuys.com are not honoring their warranty commitment.

  

  Business Response

  Date: 10/16/2023

  Hello,

  This customer's issue has been resolved. We are picking up the grill and will issue him a full refund.

• Initial Complaint

  Date:09/26/2023

  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 ordered a grill from BBQ Guys as a 3rd Party retailer through ******** This was about a month ago. I received the grill about 2 weeks ago and it worked 3 times with in the first week of operation. It then caught fire (electrical) and ceased to work. I asked to get a refund and was denied because they do not take grills back because they can not be resold. I understand that but this would be an exception I would think as it could have caused property damage or worse. BBQ Guys does say they will warranty parts but other than that I have been told no refund. As you can understand I do not have faith in this grill at this point. ******* has sworn that they would take care of me but after more than 4 hours total and 8 different people I have been told to go kick rocks. At this point I will try to have them charged back but I should not have to go through all of this.

  

  Business Response

  Date: 09/28/2023

  Thank you for reaching out to BBQGuys. We regret any inconvenience or frustration the customer experienced during the resolution process. We have refunded the customer in full for their purchase and advised the customer to donate or dispose of the unit. We will not need it returned. 

  Should the customer have any further concerns or require additional assistance, our customer support team is ready to provide the necessary support and address any remaining issues.

• Initial Complaint

  Date:09/05/2023

  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 ordered this grill and i was supposed to get it on Monday 28th of August ... the order never arrived .. talked with them from Tusday 29th Aug till Friday 09/1/23 and no help whatsoever.. please help me SUMMARY: Order #: *********** Order Date: 2023-08-22 Order Total: $1101.40

  

  Business Response

  Date: 09/25/2023

  Hi,

  Our deliveries are curbside delivery and are outlined on both our site as well as several emails with tracking information that are sent to the customer. Mr. ********** Weber GENESIS E-325s Propane Gas Grill with Sear Burner - Black - 35310001 and Weber 6678 Large Stainless Steel Grill Pan were both delivered via *** ******** on August 30, 2023. We have provided Mr ********* a proof of delivery photo and have advised him to file a police report and file a claim with his homeowner’s insurance company. Please see attached image of proof of delivery photo. 

  We are happy to assist Mr. ********* with a possible discount to purchase a replacement.

  Customer Answer

  Date: 10/02/2023

  
  Complaint: 20554151
  
  I am rejecting this response because: The order never arrived... and we need a new grill or a refund either one works for us 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/03/2023

  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 Green Mountain Trek grill from BBQ Guys in Dec, 8 2022. For 7 months, it was a great little grill. In July 2023, 7 months after purchase, the control panel became inoperative. I tried contacting BBQ Guys as well as the Grill manufacturer. I received a very small amount of help from the manufacturer and then silence. I have not been able to reach BBQ Guys despite repeated attempts via phone and email. The BBQ Guys support phone does not answer and unable to accept voicemail. I contacted BBQ Guys Sales (Kelly), and asked about support help. She said she didn't understand why they wouldn't pick up the phone as there was nobody in Que. She transferred me to their extension again and same result, music playing and no pick ups after waiting 10 minutes. I have attached the email string to both Green Mountain and BBQ Guys. This grill is under warranty and I believe either BBQ Guys and/ or Green Mountain no longer support customers (businesses failing?). I really want to resolve the problem or get my money back. If that fails, I at least want others to know of this. By the way, I see from other on line sources that both of these companies are extremely unresponsive.

  

  Business Response

  Date: 08/04/2023

  Thank you for bringing the customer's complaint to our attention. We have taken immediate action by contacting the customer and have processed a full refund on the grill to resolve their concerns. Our priority is to ensure customer satisfaction and provide a positive resolution to this matter.

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising 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.

  Website says free shipping over $49.00. Two days after placing a $1,500.00 order I get an email that says the shipping will be $999.94 to San Juan Island (considered mainland by most others for shipping purposes).

  

  Business Response

  Date: 07/17/2023

  I tried calling and emailing this customer but have not gotten a response as of yet. I wanted to further explain our shipping policy and apologize for any confusion. Although, our shipping policy states free shipping on orders over $49, it also states, if special considerations are required for curb-side delivery (ex: hard to reach areas such as Martha’s Vineyard or a rooftop condo, etc), these special considerations will be an additional fee and are not included in standard shipping. We have already refunded this customer in full but in the future we are more than willing to work with our customers to see what other options are available to get their order to them, if any is applicable for their situation.

• Initial Complaint

  Date:06/27/2023

  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 5/31/23 I ordered Napoleon grill P500RSIBNSS-3 for ~$1,500 from BBQ Guys. Their customer service dept recommended the natural gas version for use with a large, offsite gas tank, so that's what I purchased. The plumber who was installing the gas line warned me not to use this grill with propane. BBQ Guys agree the incorrect grill was recommended but refuse to provide or sell a natural gas to propane conversion kit. Apparently the grill is not able to be converted. The grill has never been hooked up or used and BBQ Guys refuses to exchange or refund my money, so I'm stuck with a $1,500 grill that's dangerous to operate and no effort has been made to correct this. Surely something can be done to at least try to rectify this? Any help is most appreciated.

  

  Business Response

  Date: 07/11/2023

  Thank you for bringing this matter to our attention. We apologize for the inconvenience caused to the customer. We have made multiple attempts to reach out via email and left a voicemail, but unfortunately, we have not received any response. We remain committed to resolving this issue and encourage the customer to contact us directly so that we can assist them further.

  
  

• Initial Complaint

  Date:06/19/2023

  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 an outdoor weatherized television. Called Samsung due to issue with television for repair. The television purchased was not an outdoor tv-they just out a weatherized sticker on it and OVERCHARGED the price. This was not an outdoor tv. And want a full refund.

  

  Business Response

  Date: 07/03/2023

  We have refunded the customer's original purchase via check.

  CUSTOMER REFUND CHECK PRINTED. THIS WILL BE MAILED BY END OF DAY FRIDAY THE 30TH.
  

  CHECK # ****** *** *********