ComplaintsforThe Fulham Group

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried contacting Cusinart and the The Fulham Group via email and phone and get no response. I have a ************* Pellet Grill and online search sends me to Amazon but when I purchased that part, I was told that it was the wrong part by the seller after it did not work. Part and Customer support by ********* is terrible.

  Business response

  01/09/2023

  Agent reached out to customer on January 4th, 2023, with information needed to resolve his case. This should be all set.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried reaching out to the Fulham Group regarding the purchase of their Cuisinart 5 burner grill #GAS2556AS on 9/29/22. The policy of purchase was not to return the product to the store but instead contact the Fulham Group. When I unpackaged the grill from the box, I discovered the welding to the door frame body was not intact, causing the doors to fall off. I made several calls and have emailed with pictures of the damage and my proof of purchase. They have not replied to my e-mail or answered my phone calls.

  Business response

  10/14/2022

  Hello, 

   

  Customer has been contacted and order is in process for replacement part. This is all set. Thank you.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Fulham Group Handles Cusianarts warranty for Pellet Smoker Grills. I contacted them about my controller will not work properly and Im unable to control the temperature settings. I found a person I know who has the same model and his controls work different then mine. I confirmed it with the store who had some on display. So I was instructed by The Fulham Group to send them proof of purchase of the Smoker. I did that 10 days ago through email. Ive have sent 2 additional emails and still no response. In the first email I was told they could get me the part as soon as I provided proof of purchase. I did 3 times. This $600.00 Smoker is useless without this part. The smoker was a Christmas gift and its first use was in May of this year. Since the first day of use I contacted help line and was told to experiment with it more. Now it goes to 600 degrees and thats it. Im wanting the new controller so I can fix it and use the smoker. Its very frustrating and rude a company ignores anyone like this. T see Im not the only person who has this problem with this company.

  Business response

  10/12/2022

  Hello, 

   

  Customer has been contacted and part needed was order. This is completed.

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 4 in 1 pellet grill in April of 2020. We paid over $500 for it.. I have been emailing and calling since January of 2022 when the temp gauge started malfunctioning. We are now unable to use it at all, and cannot get a response to voicemails left or to emails sent. We paid too much for this grill to have it as a yard ornament. I called again today and got the please leave a Voice mail msg, which I know will not be returned.

  Business response

  10/11/2022

  Hello, 

   

  Customer has been communicated with today, October 11th. Replacement parts needed to fix the grill have been ordered. Thank you.

  Customer response

  10/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After calling them directly nearly a dozen of times over a week, I sent them an email to order parts for a Cuisinart product that I received. I placed my order over the phone on August 18, 2022. I was assured it would be delivered in less than 2 weeks. After requesting a tracking link, I received an email from a service agent named ***** on September 1 telling me that the original delivery timeline was wrong and I should expect to receive it in 2-4 weeks. On September 16, I was told from an associate named *** that it would go out no later than next week. On September 30, another associate named **** said he contacted their operations team to escalate my case. It is now October 8th and I have yet to receive my order or a tracking link. I ordered these parts far in advance of a big party were hosting and they are still not here. I do not take pleasure in taking time out of my day to write a negative review, however, I am not sure what other course of action I have at this point. I will be contacting Cuisinart as it seems Fulham Group is not a responsible vendor and this experience shines a negative light on both Cuisinart and the Fulham Group. I will think twice about purchasing Cuisinart products knowing this is the potential aftermath, nor will I ever knowingly conduct business with the Fulham Group.

  Business response

  10/11/2022

  Hello, 

   

  Customer has been contacted today, October 11th. Working with the customer now. Thank you.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gas/pellet grill. While the gas side works fine, the pellet side has a defect where the auger does not function. This is a brand new grill. As many others have experienced, I have tried to reach out for nearly a week to the company responsible for *********'s grills. I have left many voicemails, sent numerous emails, and tried to reach out via their website's chat function (which hilariously says they'll reply within 4-7 minutes - it's been 4 days now). There has been zero response from all of those channels; not even clarity when they they reach out. It's like I'm talking into a black hole. I get they may be short staffed and may be handling a large number of requests (which could be argued is a reflection of product quality). While that is a viable reason for extended timelines it is completely unacceptable to not hear anything. These grills are no small investment and as a customer, it's reasonable to expect they work. When they don't it's also reasonable to expect that someone will be able to assist to get a brand new grill to a working state. I just need someone to actually reach out to me; this whole process has been extremely frustrating and has made me lose all confidence in the longevity of this product and all Cuisinart products in general.

  Business response

  09/23/2022

  We have been in contact with **************** over the past few days and are sending him replacement parts necessary to resolve his issues.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tried reaching out to the Fulham Group regarding a purchase of their Cuisinart 5 burner grills, made several calls and email with no response. The policy of purchase was not to return product to store, the grill I purchased was damaged looked liked it was dropped and the corner burner is not working, I asked for the replacement part with no response. ******* purchase Model#ACC1056AF $400

  Business response

  09/14/2022

  Customer - ************************* - was assisted by an agent on Monday, September 12th. Replacement parts for her grill were ordered and she was happy with the outcome. This is all set.

  Customer response

  09/14/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved, unless I do not receive my replacement parts, in which I will open another complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two of the four bbq aluminum rivets holding up the burners failed allowing the rear portion of the burners to drop to the lower portion of the main body and igniting causing a fire

  Customer response

  09/18/2022

  I have not heard from the business in response to my complaint.

  Business response

  09/19/2022

  As noted in the attached email correspondence with the consumer, this incidental damage caused by wear-and-tear and rust would not be covered under their limited three year warranty. The consumer has requested a full-unit replacement or main grill body, which we would not be capable of even if this was covered under warranty. I have offered to send a part as a courtesy that he had requested to try to rectify the situation.

  Customer response

  09/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Cuisinart smoker model SMK2036AS on 8/20/2022 the board for the smoker is dead and will not start at all. I checked the fuse and nothing. When i call the fulham group they only have voicemail and no one to answer your calls. I have repeatedly called and left voicemails however they do not answer. I would like a call back and a replacement board sent to me under warranty asap.My serial number is ************************** Lets get this resolved please...*******

  Business response

  08/25/2022

  We spoke with this customer's wife, *****************************, on Tuesday August 23rd, and a replacement part was ordered and shipped for their grill. I spoke with the ******* today, and he confirmed that they had received the part, and they are all set.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Cuisinart 2 burner gas grill on 8/14/2022 Model#GAS2256AS from ******* for $297 +tax. When I unpackaged the grill from the box, I discovered damage to the grill hood. ******* will not accept returns on unpackaged grills. There was a note in the packaging stating to not return the grill, but to contact The Fulham Group regarding damaged parts. The same day 8/14/2022 I emailed and called at 6:40pm, left message. On 8/15/22 I received no return call or email, so I called and left another message at 4:51pm. On 8/16/22 I still had no response, called and left another message at 10:58am. I tried a different route and called ************************** at *******, was greeted by a rude representative, then forwarded to an unenthusiastic Manager (I don't believe he was an actual manager) whom provided a different email address to contact: jbaglio@thefulhamgroup. I emailed ********************* at the Fulham Group at 11:49am, and received a response at 12:10pm informing me they are sending me a hood for a 5 burner gas grill (not what I purchased). **** provided no contact number, so I emailed him back at 12:46 explaining that is not the correct part, provided the model# again and asked for confirmation the correct part will be sent. I received no response, then sent a follow up email asking for confirmation again at 1:48pm. I followed up again with another email at 3:26pm explaining that I've exhausted my numerous attempts to resolve this and still don't have confirmation of a correct part being sent. It appears they aren't staffed to handle customer issues and it's best I escalate this to the BBB for proper handling. With as many attempts made, I still have no resolution and it's a joke. At first my desired outcome was to be sent a replacement hood, but with what I've had to go through trying to obtain this part, I just want a full refund so I can purchase a different grill. $297 + sales tax.

  Business response

  08/17/2022

  Hello,

  We responded to the customer yesterday, and ordered a full hood assembly for his grill based on photos of the damage and proof of purchase. The correct part was ordered for the customer's Two Burner ************* Grill, even though I misspoke and said this was for the Five Burner - the model numbers for these grills are very similar (GAS2256AS and GAS2556AS), but we followed up with the customer via email and assured them the correct part was ordered. We also advised that we would have tracking information available today once we get an email from our manufacturer based in *****, EvenEmbers. 

  Please let ** know if any additional information is needed. Screenshots of the emails we sent are attached.

  Customer response

  08/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by The Fulham Group and have determined that the response does satisfy my issues with the and/or concerns in reference to complaint #******** regarding the grill, but does not satisfy my issue with the company itself.  My initial complaint was ignored, yet the BBB received an immediate response, and The Fulham Group acted as if they did nothing wrong.  I did not receive a refund, but I did receive the part and replaced it myself.  Its a good thing Im handy.  I understand that by choosing to accept the business response that my complaint will be closed as resolved, but I will never purchase another Cuisinart product based on this experience.  
  
  Regards,
  
  *******************************

*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. ↩