ComplaintsforCamp Chef

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a product from camp chef it came to my home damage and missing parts I’ve tried to resolve said issue and been given the run around. missing parts have been said to being sent. then ask for a refund and was directed to donate grill in order to get a refund this has been going on for over a month plus. they can not give a clear answer to when replacement parts will be delivered or if they are going to be.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Camp Chef XT 24 pellet grill at a trade show approximately 18 months ago. Recently, the on/off toggle switch has malfunctioned. When I contacted Camp Chef for assistance, they claimed that the unit was "...beyond the 3 year warranty period" (??), and told me that my only option was to purchase a new $150 control board from them. (The actual part needing replacement is a $2.00 rocker switch, but it is not considered to be a "user serviceable part" and isn't sold by Camp Chef.) This pellet grill has lived on a covered patio deck from the day I bought it, has been cleaned after each use, and should be eligible for warranty repair, but this repair is being denied by Camp Chef.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  First damaged product arrived May 4, 2024. I took photos and sent to customer service for them to reconcile.After begrudging, they sent replacement top. It came damaged. I took photos and sent to customer service to reconcile.They responded multiple times without resolution.

  Business response

  06/24/2024

  Dear BBB,
  
  We are writing in response to the complaint filed by *******************. We take all customer complaints seriously and strive to provide prompt resolutions.
  
  After further investigation, we found that one of our representatives was actively assisting **************** with his complaint via email. There was some confusion regarding the photos that **************** had provided, as he had sent photos of the previous damaged grill instead of the new replacement grill that he received. This caused some delays in resolving the issue.
  
  However, we are pleased to report that the matter has since been resolved. **************** has agreed to keep the grill and we have issued a $300 credit to his account, which he has confirmed to have received.
  
  Once again, we apologize for any inconvenience this may have caused and appreciate ****************' patience and understanding as we worked to resolve his complaint.
  
  Thank you for bringing this matter to our attention. We hope to continue providing quality products and exceptional customer service to all of our customers.
  
  Sincerely,
  
  ********************** Consumer Experience

  Customer response

  06/27/2024

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a grill (order #***********) for my mom on the camp chef website and used Affirm as my payment method. I realized that after making the purchase that her affirm account didn’t qualify for an interest free plan. So I asked camp chef to cancel this order. This went fine and they did this. I then re-ordered the same grill with my affirm account (order #***********). However, my refund for the initial order that was cancelled did not go through. I reached out to camp chef about this and provided the order number for the first order and asked them to reach out to affirm about getting refunded. They did reach out to affirm but they refunded the 2nd order not the 1st that was canceled. They said that they would stop the second order and refund the first order. But as of tonight they did not stop the fed ex shipment and it is on the way to my house. I do not want to pay the affirm amount with interest as this is not the loan I asked to be refunded. I also don’t want the grill to show up and then be needed to be sent back in order to return it and order it a third time as it is a gift and would ruin the surprise. Traci at camp chef also claimed she canceled the only order available but I provided transcripts showing I gave her the order number of the order to be canceled.

  Business response

  05/29/2024

  Dear valued customer,
  
  We wanted to reach out to you regarding your recent order with us. We apologize for any inconvenience caused, but we have encountered some issues with your order shipping.
  
  We have taken steps to reroute your order back to us and issue a refund to you. The label for the customer's order was created initially until 11 PM on 20 May, and we were able to reroute it back to us this morning. We understand the importance of receiving your order in a timely manner and would like to assure you that we are doing everything we can to ensure that your replacement order is delivered at the earliest.
  
  We appreciate your patience and understanding in this matter. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team who will be happy to assist you.
  
  Thank you for choosing us for your business, and we hope to fulfill your future orders without any inconvenience.
  
  Best regards,
  Camp Chef

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Camp Chef smoker model ZG from Dicks Sporting Goods. While I was unpacking the grill I noticed the side shelf was bent. (There was no damage to the box) I emailed Camp Chef and they asked me to provide some information (picture of part, address, copy of receipt). They responded that since I purchased the grill at a discount there is no warranty. Their warranty states that their product will be free from defects in all materials. They state since I bought the grill at an extreme discount there is no warranty. When I purchased this grill it was NOT marked “as is” or “no warranty”. How does a warranty not cover what they state they will cover just because they do not like the price that an individual paid. I was told at Dicks Sporting Goods that they are not selling this particular grill at the Greenville location anymore because they cannot compete with Academy

  Business response

  04/29/2024

  Dear BBB and Customer,
  
  We are sorry for the inconvenience caused by the damage you experienced with the side shelf of your Camp Chef smoker model ZG. After reviewing your case, we have sent out a replacement shelf to resolve this matter and we assure you that we stand behind the quality of our products.
  
  Regarding the warranty, we apologize for any confusion caused by our representative's response. Our warranty is intended to protect our customers against defects in materials or workmanship, and we do not discriminate based on the price of purchase. We understand that you purchased the grill in good faith, and we want to make sure that it meets your expectations.

  We have left a voicemail for you to follow up and we would be more than happy to discuss any further concerns or questions you may have. Once again, we apologize for any inconvenience caused and appreciate the opportunity to address this issue.
  
  Sincerely,
  Camp Chef

  Customer response

  04/29/2024

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a Camp chef Everest stove for about six or seven years. It has been on a shelf and not used more than *************************************************** a dry cool place. Recently tried to use the stove and had it just inside my garage with door open. Luckily, I was standing there but the Stove caught on fire under the left burner, not the burner itself. then proceeded to shoot flames out by the regulator. Very scary situation!Due to length of time Ive had it ,Camp chef rep said there was nothing they would do. Would not advise anyone to buy this product seeing how I have only used it no more than10 times and its ruined. Obviously not built to last. These are definitely not cheap stoves .$150 not well spent. I will never buy another from camp chef.

  Business response

  04/22/2024

  Dear BBB,
  

  Thank you for bringing the customer complaint regarding their ********************** Everest stove to our attention. We apologize for any inconvenience this has caused the customer.
  We have investigated the complaint and have taken appropriate measures to address the customer's concerns. We have provided the customer with a new ********************** Everest stove as a replacement. We hope that this solution has met the customer's needs and that they are now able to use their replacement stove without any further issues.

  We take all customer complaints seriously and are committed to maintaining the highest levels of safety standards in our products. We appreciate the opportunity to address this matter and ensure that our customers are completely satisfied with our products and services.

  If you or the customer have any further questions or concerns, please do not hesitate to contact us. Thank you for your continued support.
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pellet smoker on 10/26/22. My order number was ***********. The product arrived damaged. It has had nothing but issues since then. I have reached out to Camp Chef multiple times. They keep sending replacement parts that do not fix the issue. I have replaced the control unit and the thermometer. They now want to send me a replacement hopper. I have only been able to use the smoker a handful of times. They had the audacity to infer that the problem was the pellets I was using or user maintenance. I have only been able to use the unit six times in the eleven months I have owned it. I am tired of being their repair technician. They sold me a lemon. I want my money back.

  Business response

  10/24/2023

  We were able to contact ******* ****** and offered an in-store credit for the shipping damage to his unit. We were also able to send him an entirely new hopper unit to fix the issues with his unit. We have reached back out to him with a direct line to ensure everything was taken care of, but we have not received a response yet. We would love to help remedy the situation and look forward to speaking with ******* ****** again to ensure the issues with the unit are resolved.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife attended a local friends and family sale looking for a pellet grill for our family. We have purchased from camp chef before and trusted their company. She bought home a MZGX 24, and all the pellets and supplies. When I opened up the box it had clearly been used, the glass was shattered, the pellet box was bent, the pellet box controller was shattered, dislodged and missing the dial, several items of hardware were missing, and the heat shields were rusted. I couldn't believe my eyes. I could not believe this company would sell anyone a used and clearly abused piece of equipment. I assumed that it accidently slipped past them when preparing for the sale. So, we contacted customer service and they offered to send a us a new pane of glass and a new cover for the hopper. When we replied that it cannot be repaired and that would not make it operational, they replied they were sorry, but nothing else could be done. In all my life I would never expect a business to sell someone a completely unusable and destroyed item. When I contacted customer service to ask if there was someone I could take the item to in person, I was told there was not, although there is a factory locally, I could not show it to anyone in person. I would not expect this treatment except from a criminal. We gave them a clear chance to make it right and they failed. The announcement clearly stated no returns or warranty but it said nothing about damaged products.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a camp chef Woodwin XL and have nothing but trouble, not to mention large fires. Ive already had to replace the power unit and the connection issues continue. The machine is a safety hazard based on the design. I want a complete refund. I also bought pizza oven attached and the side kick. They are unusable.

  Business response

  09/19/2023

  On 9/14/2023 we tried calling *********************** and left him a voicemail. We have not yet heard back from ****************. We would be happy to help him with his grill and to help resolve the issues he is having. 

  Customer response

  09/19/2023

   
  Complaint: 20592719
  
  I am rejecting this response because: I have been communicating via email with camp chef in reference to this complaint.
  
  Sincerely,
  
  ***********************

  Business response

  10/02/2023

  One of our Camp Chef representatives were able to reach out to *********************** and we were able to ship him out a new unit to resolve his issue.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 07/22/23, I made an online purchase for a grill. Shipping was supposed to take ***** days. I have not yet received the package. On 08/04/2023, I reached out via email and explained upon ordering that I checked out as guest and had a typo in the email address used. I explained that I had not received shipping information d/t the typo, I gave the correct information and the order #L0P00105244. I have called the customer service line on 08/07/2023 and again no response. I am currently on the phone on hold and have been for 15 minutes with customer service with NO answer.At this point, I no longer want the grill d/t poor customer service and slow shipping times. It has been 17 days since I've placed my order

  Business response

  08/20/2023

  We looked into Glia Lege's order she placed online and unfortunately the order didn't go through on our website and was rejected by the payment system. The automatic email that should have notified her appears to have not worked. We reached out to help Glia Lege place a new order. 

*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. ↩