242 Customer Reviews
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Review from Vinnie F
1 star07/03/2024
I called BBQGuys sales and ordered a top of the line DCS Series 9 natural gas grill with cover and side boards. I asked them to install it and they said no problem, just call back and they will arrange the installer. The unit was delivered as four separate packages arriving on four separate days, already an enormous inconvenience. But two of the deliveries were on pallets and weighed hundreds of pounds. The delivery company balked at having to go up a short flight stairs to access my townhome from the curbside. I had to pay extra and I had to help them move the box up as the BBQGuys only paid to have one man in the truck, while the job needed two. The final insult came when I called BBQGuys to schedule the install. They pointed me at **************. After many hours and false starts I discovered that only a licensed plumber can install this correctly and in the manner approved by the HoA. My review: BBQGuys appears to be a drop-shipping operation staffed with salesman interested only in closing the deal.Review from D. M.
1 star06/24/2024
I spent a good bit of time shopping around for an outdoor patio chair and table set with a focus on quality and BBQ offered products seemed to meet that criterion. I particularly wanted a set that came assembled since I am legally blind and assembling things is difficult for me. I was assured by Sales, customer support, and a written email quote that the products were fully assembled. But to my surprise I received the 3-pc set in 3 individual heavy freight boxes, obviously NOT pre-assembled. I called immediately and was told that they "thought" the items required no assembly. BBQ may be good at BBQ items, but I suspect they buy their outdoor furniture from China judging from the Chinese-English assembly instructions. If I wanted Chinese-English furniture I could have purchased a similar set on Amazon for half the price.
BBQGuys.com Response
06/25/2024
Mr. ******** purchased two Darlee Nassau Cast Aluminum Patio Dining Chairs and the Darlee Series 60 Cast Aluminum Round Patio End Table - Antique Bronze from us on June 17, 2024. He chatted in with one of our Sales agents that provided incorrect information regarding the assembly of the product. We apologize for the incorrect information that was shared and the sequential inconvenience it caused. This is not the service that we strive for.
We have been in contact with Mr. ******** regarding this issue and he has agreed to accept compensation for our error. We have coached the Sales agent that assisted him and thank Mr. ******** for allowing us an opportunity to find a resolution for this.
Customer Response
06/26/2024
This is a follow up to a review I wrote 6-24-2024 upon receiving an order of 2 patio chairs and table set. I was incorrectly told it would be delivered fully assembled. That did not happen. Assembly was not that easy for me being legally blind, but my wife helped me get it done. I was not happy. I wrote a review to let BBQ know of my displeasure. I did not expect they could not or would not do anything. However, they called me the very next day following receiving my complaint and offered monetary compensation for their error. That was unexpected and am now impressed with their quick response and handling of my issue. It would seem they are a good bunch or volks and I can say that if something goes wrong with an order, they will promptly make every effort to make it right.Review from Marta G
1 star05/21/2024
Bought a grill from them l, came damaged and couldn't even get it to work. I called them to let them know the problem and they kept giving me attitude if I used the grillBBQGuys.com Response
05/27/2024
Ms. ******* contacted us on May 21, 2024 via chat to report an issue with the Kamado Joe Konnected Joe Digital Charcoal Grill and Smoker with Auto-Ignition and Temperature Control - KJ15041123. She specifically stated that the grill keeps tripping her breaker and she also sent in photos of damage to the bottom ceramic portion of the grill.
The agent that Ms. ******* was chatting with advised that they were sending over an email regarding their chat and needed to complete some work on their end. After reviewing the images Ms. ******* was refunded in full on the same day, May 21, 2024. She was also advised that she could discard the item as she sees fit.
We are happy to assist Ms. ******* and ask that she reach out to us if she has any additional question or concerns.
Review from Jay W
4 stars04/19/2024
We purchased items from BBQ Guys in advance for an Outdoor Kitchen project. Inspecting the exterior of the packaging revealed no issues. It wasn't until after opening the items for assembly and installation was the issue discovered. Unbeknownst to me, a previously installed and damaged item was sent in lieu of the new, undamaged item I ordered. After initially balking at a request for a replacement item for the damaged item sent, BBQ Guys came forward and made the situation right. In this day and age, it is good to see that when a company makes a mistake, they take the right path and fix their mistake. At no time were they unprofessional or discourteous. If 4.5 stars were an option, I would offer that. The company needs to implement better return inspection practices to prevent this type of event from repeating itself. Thanks for letting me share my experience.BBQGuys.com Response
04/23/2024
Hi ***,
Thank you so much for taking the time to send this to us! We truly appreciate the extra effort in letting us know about your experience with BBQGuys! We appreciate your business, too!Review from A. K.
1 star03/08/2024
After 3 weeks ordered, Yesterday, was delivery day for a grill. Today they sent me a email saying they have no idea when the grill can be delivered and they grand me a favor to cancel the order. Beter order the grill from ********* that to dell with themBBQGuys.com Response
03/12/2024
***** ******** placed an order with us on Friday 2/23/24 at 11:41pm CST. When he placed his order the item on our website showed that it would leave the warehouse within 5-7 business days. Mr ******** was notified on Thursday, 3/7/24 that we unfortunately missed our estimated shipping time frame of Wednesday, 3/6/24. Mr ********'s order shipped the next day on Friday, 3/8/24. On the same day we provided Mr ******** with shipping confirmation. We have also confirmed again that the item is with the carrier and provided Mr ******** the estimated date of delivery as well as the contact information for the carrier to confirm the date of delivery. We are sorry for the delay in shipping and are happy to help Mr ******** if he has any additional questions or concerns.Customer Response
03/12/2024
Mostly of them are not true. Delivery day or estimation of the delivery day is a commitment They difference between BBQ and ********* or ******* is that the first one when you order something they give you a estimation delivery 10 days and in this day you will get a email "I am very sorry that we missed the expected ship date for your order and want you to know that I am working with our warehouse to get better information so you can plan for your order delivery." and they offer the option to cancel without and commitment. The chinis give you a estimation of 7 week and 7 time chiper.Review from Henry F
5 stars02/25/2024
My experience buying my grill from BBQ Guys was outstanding. This is a great company to do business with. The grill I ordered came damaged but the customer service I received to complete my order was top notch. I received the new replacement 2 days after calling customer support. I am glad there are still companies doing business with integrity. Shelby assured me that everything would be taken care of and she didn't disappoint. I recommend BBQ Guys to anyone in the market for a grill or outdoor kitchen.Review from Gary M
2 stars01/13/2024
When I ordered my BBQ grill from BBQ guys, I was told to expect my grill in 3 to 7 business days. After I made many phone calls and complaints, I finally received my grill after almost a month had passed. No one seemed to care or provide a good explanation. Had I known they would take so long, I would have purchased a grill somewhere else!BBQGuys.com Response
01/16/2024
Hi ****,
It was a pleasure speaking with you today. As we discussed, we are deeply sorry for your experience with your order. Our freight delivery service normally takes 5-7 business days, and this situation was definitely a one off. We have reached out to you to get you taken care of. Please reach out to us should you need anything else.
Review from Richard B
1 star10/05/2023
Company failed to inform me of product not shipping with order. I needed all pieces as i had a contractor scheduled. I had to follow up with company and was told item would be sent. Additional follow-up found the item is discontinued. No contact from company. I was stuck with the products i did receive and had a similar (not matching) product sent so i could finish my project. Did not have the opportunity to delay or cancel my shorted order before shipping. No way to contact management to review this situation. The support team shared they were sorry, but offer no opportunity to chat with someone else.Review from Ruben H
5 stars06/04/2023
Prompt service. Item exactly as advertised. Very satisfied this transaction.BBQGuys.com Response
06/06/2023
Hi ****** Thank you so much for taking the time to send this to us! We truly appreciate the extra effort in letting us know about your experience with BBQGuys! We appreciate your business, too!Review from Wallace C
5 stars06/02/2023
Ordered the sear plate. Very well made, very heavy. The best part was that I received it less than 24 hrs. after it was ordered!BBQGuys.com Response
06/06/2023
Hi *******, Thank you so much for taking the time to send this to us! We truly appreciate the extra effort in letting us know about your experience with BBQGuys! We appreciate your business, too!
Customer Review Rating
Average of 242 Customer Reviews
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