Complaints

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:03/18/2025

  Type:Service or Repair 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 36-inch Blackstone Flatiron griddle, and it has never worked properly since day one. From the start, the two right burners have consistently failed to reach the proper temperature—when they even light at all, which can take several minutes or, like today, not happen at all. I have reached out to customer service multiple times, and while they have been willing to send replacement parts, swapping them out has not resolved the issue. I have spent hours upon hours troubleshooting over the phone, disassembling the griddle, and replacing every possible component. At this point, there are no unique parts left to replace, yet they are still refusing to replace the entire unit. Instead, they continue suggesting the same ineffective solution—replacing parts that have already been swapped out—despite clear evidence that it doesn’t work. All I want is to use the griddle as advertised. I paid for a fully functional unit, yet I’ve been left with a defective product, while Blackstone has been fully compensated. At this point, I feel like I’ve been completely ripped off.

  Business Response

  Date: 03/19/2025

  Hello,

   

  Thank you for submitting this request. We are sorry to hear about all the trouble you have been through. It does seem like you went through quite a bit to get this resolved. Thank you for maintaining a respectful demeanor in all your communications with our team. We truly appreciate that, and the rep has already escalated this case on your behalf before we got this case request. 

   

  Our supervisors reviewed your case and had an additional option to get this fixed. You should be getting that email later today. We look forward to hearing back from you.

   

  Best Regards,

  *******

  Customer Answer

  Date: 03/21/2025

  
  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. 

   

  Thank you for agreeing to get me a functional unit. I do appreciate that Blackstone put in alot of effort to get mine working correctly, but ultimately their is something very strange going on with it. Thank you for holding yourselves to a such a high level of accountability. That is truly a rare accomplishment today in American manufacturing and customer service. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/15/2025

  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 recently purchased a black stone griddle the other day I got an email in regards to the delivery and realized they had again I want to say they had put the wrong address on the shipping information and I know that that is the case because my credit card has been hit they got paid and to get paid you must have my billing address which is the same as the shipping address but different than the one they had for billing and shipping so I know they had the right address to begin with I tried to contact the customer service and tell him what's going on because the delivery is only been done in part and I would like to redirect what's left to me but I can't get a hold of anybody at customer service nothing but a computer and I'm getting absolutely nowhere with a computer I want my money back I don't feel it's right that my credit card should give me money back and they get to keep the money they hit the credit card for when they made this mistake

  Business Response

  Date: 03/17/2025

  Hello Mr. ******,
  
  Thank you for reaching out to us via the BBB. We are sorry to hear your frustrations. It looks like when you contacted our team on Friday, one of our newer agents was assigned the voicemail and got confused and thought the case was taken care of. We apologize no one got back to you after your first call. We have reviewed this with the agent so it doesn't happen in the future.
  
  The rest of your calls came in over the weekend, and our AI system is set up to answer simple questions or take a message for our team to review first thing Monday. I looked through the messages after receiving this Case notification, and have put them all in my name so you only hear from me moving forward.
  
  I would like to work with you on the address issue. We do not change addresses once an order is placed, and that is why it's important to review your order before placing and when you receive your confirmation email. You will notice your are invited to reach out to us if you find a mistake because we may be able to cancel the order before it ships. It looks like you entered one number incorrectly. This may not have flagged your credit card company and may have allowed the charge to go through. In any case, this is not something our system could have changed since the address was incorrect when placed.
  
  We sent an email asking if you could look at the address and see if it is nearby to where you could go look for it. Our team is happy to help the best we can, but we want to make sure you understand we didn't change your information.
  
  We look forward to your response.

   

  Sincerely, Jenecca

• Initial Complaint

  Date:10/04/2024

  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 griddle June of this year at Lowe's. The griddle was packaged and unused until September when we used it for the first time. The ignitor is faulty and we had to use a lighter to get any fire, The knobs of the unit also fall off. We tried to use it a second time a couple weeks later and encountered the same issues. I emailed customer service and they had me register the product and do trouble shooting. I complied. After a couple of weeks of back and forth emailing, troubleshooting that did nothing, and them asking me to tell them what parts I need to fix the issue, I said I wanted one of the following: 1) for them to send their own tech to repair the griddle; 2) an exchange/replacement of the unit; or 3) a refund. I was told that because I purchased through Lowe's and not them directly, I'd have to handle that with Lowe's. Lowe's is not the manufacturer of this faulty product and is in no way liable. And their warranty online DOES NOT back up this response I received. Blackstone is refusing to take accountability for their faulty product. They want me to function as a tech and tell them what is wrong with the unit so they can continue sending me parts instead of replacing the griddle itself. If I knew what was wrong and what parts were needed, I would've already fixed it. I also purchased a brand new item. Why am I the one burdened with fixing a faulty product when I am the customer? To anyone considering purchasing a Blackstone, please listen to me and all the others here and DON'T. They DO NOT stand behind their product. If you are one of many with a faulty product, you will simply be out of luck.

  Business Response

  Date: 10/07/2024

  Hello,

  My name is E'Lana. I am one of the customer support supervisors for Blackstone products.
  
  We are sorry to hear about the issues your unit is having. I do see that your representatives have ordered you a new ignition system and knobs, as per our warranty. Our warranty covers replacement parts for any manufacturing defects or initial shipping damages for up to a year after your purchase date. Because we do not have any technicians to send out, all parts offered for replacement are designed to be easily completed by the customer. 
  

  The unit you had purchased is a Lowe's exclusive model and we do not carry it directly. To process a refund back to your account you would need to work with the retailer where you placed the purchase.
  
  If you have any questions regarding your warranty order, or would like further photos or instructions for that replacement, then please reply to your warranty ticket. 
  
  Best regards,
  E'Lana

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It is not Lowe’s responsibility to offer a refund for a defective product North Atlantic Imports manufactured, regardless of it being a product sold exclusively at Lowe’s.

  I don’t expect anything further from Blackstone, but do not feel satisfied with their response to this issue or their ability to provide satisfactory customer service. 

  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 was supposed just a new main body part for Blackstone griddle There said customer service told me it is out of stock and still no response via chat or email. This is a horrible company for customer service. You never get back to via email or chat and this product is horrible. Should not have so many problems. Blackstone griddle should recall all their products and go a different way. I am not waiting over a month to get a replacement part. This is totally ridiculous with back Blackstone griddles. Thank you

  Business Response

  Date: 08/26/2024

  Hello,

  We are so sorry for any inconveniences caused by these backorders!
  
  It looks like we have since been able to assist you with some other solutions while waiting for that part.
  
  Please let us know if you have any further questions or concerns. We look forward to resolving this with you. 

  Customer Answer

  Date: 08/27/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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 own a 36 inch grill that we had to purchase a lid for that came directly from Blackstone. The lid is not very secure and have had issues with it before. Whether the grill is outside or shielded from any wind, the lid can fall at any given time. Last night, the lid fell on my finger and sliced the skin on my finger. My concern is that the next time is will be more severe. For the amount of money for the lid, the lid should be secure enough to not fall. I don't need my children getting hurt if they are near by. I love my grill, but I cannot risk getting more seriously injured just because the lid is not stable. I would be great to have a more stable lid like the ones that now come with a heavy duty lid.

  Business Response

  Date: 08/26/2024

  Hello,

  Thank you for reaching out. We are so sorry to hear about this! 
  
  All of our products go through extensive safety testing. We would love to work with you to get this resolved.
  
  You should have received an email from our support team. Please reply there to continue working working with us. 
  
  We look forward to hearing back.

• Initial Complaint

  Date:08/07/2024

  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.

  Blackstone 2022 pellet grill and griddle

  Business Response

  Date: 08/13/2024

  Hello,

   

  Thank you for reaching out. 

   

  We looked into your case and found that our team was able to help you get this resolved. 

   

  If you need anything further, please feel free to email us back in your case. 

   

  Best Regards,

  Jenecca

• Initial Complaint

  Date:08/04/2024

  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.

  Upon assembling my Blackstone griddle, we realized that we were missing screws for the handles on the hard top. I have left a voicemail and two emails to the only address and number I could find for Blackstone Canada and have yet to heard back from anyone.I checked the US website but even if I wanted to order the parts and pay out of pocket they do not ship to ******.

  Business Response

  Date: 08/13/2024

  Hello,

   

  Thank you for reaching out. We are sorry to hear you haven't been able to get into contact. 

   

  Our Canadian Support team has been working on moving warehouses as well as offices over the last month, and it has put them behind in communications. 

   

  That being said, we forwarded your request to their manager so they can continue helping you. 

   

  Best Regards,

  Jenecca

• Initial Complaint

  Date:07/29/2024

  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.

  Have purchased other products from blackstone (22'' and the 28'') from third parties ********* I updated my porch and decided to upgrade my griddle. So i purchased a 36'' combo. Received damage from the bottom you can hear the parts rattling inside. Didnt even bother opening. This was beyond frustrating and just didnt want the hassle to re order. Contact CS to start the return process. Understood the restocking fee (and they agent told me that this would be waived, i figured that its a wash between that and the return shipping) and told to pay for shipping. What they dont say is that you need to ship via freight. I'm getting quotes in the ***** dollar range, to return something that cost me ~$1000?!?!. Which i'm so confused as shipping to me was FREE!?UPS and ***** say nothing they can do. i contacted Blackstone numerous times and was told this is my responsibility. CS has been awful except for the first call, but now realizing that i never got full information. Should have read reviews, as this lack of customer service is standard for this company. this is beyond frustrating that a product arrived damaged and me as a customer is bearing the responsibility to make it right? This was my third purchase of a blackstone product. After this debacle is over, will be my last due to the service.

  Business Response

  Date: 08/05/2024

  Hello ****************,

   

  Thank you for reaching out. My name is ***. I sent you an email a few minutes ago with a better explanation of what happened, and a few options to help make this right considering our agent missed some information. 

   

  As mentioned in our email, you should have had more questions asked in your beginning phone call to determine there was damage. This would have led our team to offer different solutions than just having you pay to return the griddle. 

   

  Due to the misinformation, our team does have alternative options for you, and we look forward to your response. 

   

  Best,

  Jenecca

• Initial Complaint

  Date:07/14/2024

  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.

  My wife and I had placed an order to recieve a grill around Fathers Day. My wife then requested a refund, and it was never refunded. It is said to be a 10 day turnaround and it has been almost a month. The order was in my wifes name, ******************** and our address is *************************************

  Business Response

  Date: 07/23/2024

  Hello,

   

  Thank you for reaching out! We are sorry to hear about this. 

   

  We found your support ticket, and it looks like our team tried multiple emails and phone numbers, but we could not find an order in our system. 

   

  Based on the information we received, it looks like your order may have gone through a scam website. We would recommend disputing the charge on your card and contacting your bank. 

   

  We are really sorry to hear this happened. If there is anything we can do to help, please let us know!

   

  Best Regards,

  ***

• Initial Complaint

  Date:07/12/2024

  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.

  I bought a blackstone grill. I had called them and there was no resolution I had also emailed 3 times with no response. My blackstone griddle came with a dent and the k**** are backwards and keep falling off. Where I cant even use it.

  Business Response

  Date: 07/23/2024

  Hello,

   

  It looks like our team contacted you last week and they were able to get this taken care of for you. 

   

  If you need anything further, please let us know! We apologize for the delay. We were much busier than expected, so our team was quite understaffed. We are already training more agents and making plans to avoid this next busy season. 

   

  We appreciate you giving us the opportunity to make this right. 

   

  Best Regards, 

  ***