Reviews

Review Details

• Review fromDonald T

  Date: 08/27/2024

  1 star
  horrible customer service I spent over ***************** a pizza oven in the big ******** with all the drawers, Bells and *********** came in the box opened it up to put it together And a big square piece of metal was Bent really bad contacted them via chat. They told me they could send me another one, but it was back orders. Just bend the metal back on the one I had really, really? I pay $2000 and you want me to use bent metal? Then I wanted to send it back. They said I'd have to pay for all the shipping be. Ware, I won't buy black Stone. Ever again.

  Blackstone Products

  Date: 08/29/2024

  We are so sorry to hear about how that arrived! It looks like this has since been resolved. If you still have concerns or other questions, please feel free to continue to respond in your warranty ticket.
  
  We look forward to hearing from you!

• Review fromColette P

  Date: 08/27/2024

  1 star
  I have two black stone grills one is an e griddle. When purchased the griddle was so warped you couldn't cook on it. Called black stone. They send me a new one. The new one will not even turn on. They decided to send me another new one and then cancelled it because they had already replaced it. So called them again. They basically told me I didn't know how to run it. Well it still doesn't turn on. Even the pretty orange lights don't come on. Am getting no where with customer service. I am so done with them. Bought because i wanted a two burn e griddle. Please don't buy these. They only want to help you once. So I am out a lot of money. Was suppose to be a great birthday present. And it's a bomb. And don't ever send me and e-mail from customer service that says here is a helpful little video I took. Doesn't make mine work. And I feel like your calling me a lair! I cooked on the warped one serval times because they said it would make the metal flatten out! Shame on you. Even offered to bring it back to there place of business so they could check it out. They are not equipped for that kind of walk in! Shame on you!

  Blackstone Products

  Date: 08/29/2024

  We are so sorry to hear about that! It looks like your warranty claim is still open and under review. We had provided videos to further help troubleshoot the issues you were having with the new unit. You should be receiving a response to your most recent reply in the next ***** hours.
  
  We look forward to getting this resolved for you. 

• Review fromDevon H

  Date: 08/21/2024

  1 star
  The griddle I bought doesn't even fit on the frame. I've been emailing customer service for about 3 weeks. All customer service says is eventually it will fit in the frame like it is supposed to. To me that's an unacceptable answer, but they don't seem to care. Terrible product, terrible customer service

  Blackstone Products

  Date: 08/23/2024

  We are so sorry to see that you were having a warping issue with your unit! It looks like we sent you some troubleshooting steps to ensure we help you as best we can.We look forward to hearing back about how it went.

• Review fromRichard J

  Date: 08/15/2024

  1 star
  Worst customer service I have ever had! I bought an adventure ready air fryer, right out of the box the unit had paint damage, and you could see on the unit where they had tried to touch it up. The battery box had a loose cover inside of it and the display was peeling off of the unit, but it did cook really good. It took a couple of attempts to contact customer service, after finally contacting them they sent me a new housing which took 2 1/2 weeks to get and I had to transfer some parts from my original equipment, kind of a hassle. I fired the unit up and the fan was not working properly, there was still some paint damage, it took several tries to get the unit to stay lit, the fan was switching off and on the temperature was uncontrollable and the unit set an error code. I tried to contact customer service and all I could reach was a chatbot that said I would get an e-mail after waiting 2 days for a reply I tried again and got the same result. This is getting so frustrating; I do not recommend buying the air fryer and I do not recommend trying their customer service! I did not even get a follow up from the original complaint to see if my problem was solved!

  Blackstone Products

  Date: 08/26/2024

  We are so sorry to hear about that! It looks like this has since been resolved through your warranty ticket. Please email us back if you have any further questions or concerns.

• Review fromJoe F

  Date: 08/15/2024

  1 star
  Can not get a hold of customer support!!! My griddle top came damaged . Went to Lowes where I bought it no help . Tried calling blackstone several times nothing. Tired of your excuses that you have had a growth problem. Fire your whole staff and get some people who know whats going on , or get rid of your ceo who doesnt have a clue

  Blackstone Products

  Date: 08/26/2024

  We are so sorry to hear that it arrived damaged and that it was difficult for you to reach us! It looks like this has since been resolved through your warranty ticket. Please email us back if you have any further questions or concerns.

• Review fromBrad B

  Date: 08/01/2024

  2 stars
  Terrible customer service. My griddle arrived with a bent igniter which i adjusted. Within 3 months the same igniter quit working. Twice Ive given my email on the chat service & never heard back. At this rate my warranty will expire.

  Blackstone Products

  Date: 08/26/2024

  We are so sorry to hear about the issues with your igniter! It looks like we have provided you with some troubleshooting to help best resolve the issue. We look forward to hearing back regarding those results.

• Review fromchristian b

  Date: 07/25/2024

  1 star
  Purchased november of 23. It was still in original packaging in my basement. Unboxed this weekend, the backside of the cooktop is rusted. Opened a ticket with blackstone, ***** contacted me. Decided to contact support via chat. Was told to clean the rust off the cooktop. I get it if I had used it, or it sat out in the elements. It did not, it arrived this way. They said not related to workmanship therefore my issue. Totally understand if I did something to contribute to it, all I did was open the Box. I am still within warranty.

  Blackstone Products

  Date: 08/26/2024

  We are so sorry to hear about your experience! You should have received an email with further information regarding rust on that steel surface and our options for resolving it. We look forward to hearing back from you.

• Review fromrobert b

  Date: 07/22/2024

  1 star
  Purchased a Blackstone Charcoal and Griddle Combo unit. The griddle would not light. **************** had me look at videos which offered solutions that did not solve the problem. After several requests, I got them to send me a new regulator. It did not solve the problem. I have asked for a replacement Combo Grill or a refund, and **************** has not addressed the request. It has been several months now and still the griddle does not work and **************** no longer responds to my emails. The unit is faulty. The company is not making good on the warranty.

  Blackstone Products

  Date: 08/16/2024

  Thank you for sending in your review! We are sorry to hear about this. After looking into your case further, it looks like our team sent you a new main body and this resolved the issue. As explained, we can typically send a part that will fix the issue and it will be easier to trade that out than toss the full unit and start over. If you need anything further, please let us know.

• Review fromShannon R

  Date: 07/20/2024

  1 star
  I ordered a Blackstone Grille directly from the company and it arrived damaged. Not from shipping but from poor quality control as the grille was packed very well. I contacted customer serviceI can barely say those words as basically there is no customer serviceanyway, after waiting 19 minutes and getting disconnected, someone did call back right away. I told my story and she said well what do you want? Uh, I want it replacedobviously. She said if you return it, you will have to pay shipping, then if you want another one, youll have to pay for shipping on that. What? I repeated it arrived damaged! Im not paying to return a damaged product that I had no responsibility creating. She said register the item, send pictures of damage and well get back to by email to send out the part. Send out the part? The whole thing is smashed on one side. I texted her pictures and she repeated, register and wait for email. I registered the grille, sent more pictures and nothing. Now this makes 6 emails I have sent and I have yet to hear back. On Monday I will be calling again. If I get the same monotone, uncaring, unsympathetic young girl again, I will ask for a manager or someone other than her. Absolutely the worst customer service person I have ever had to deal with. What are they thinking? This grille was a gift to my daughter in another state for her birthday. Im hoping this will be cleared up and she can actually use her birthday gift. The product is good, but they need to get it together with their customer service. So beware. Never order directly from the company. Go to ******* Amazon or any place to order your grille or supplies. Personally, I would buy another brand because if you run into trouble.good luck getting it resolved.

  Blackstone Products

  Date: 07/23/2024

  Thank you for your review. We are sorry to hear about that! It looks like our team reviewed your call and someone else reached out to get it resolved. We worked with the agent you worked with previously to ensure that this same issue doesn't happen again. Thank you for allowing us to make this right.

• Review fromJohn C

  Date: 06/19/2024

  1 star
  First I want to say I do enjoy the Blackstone product... However their customer service and support is an absolute sham. It is non-existent. I've been trying to contact them for almost 30 days and I either get a reply that is automated or someone reaches out to me and as soon as I reply to that person I never hear back from them again. Their customer service number might as well be disconnected because after at least eight attempts to call that number and after holding for 20 minutes each time no one answers that phone. I can't even reach anybody at customer ********************** to try to help me. For such a popular brand I am shocked at the non-existent customer service or support. I have bought two products in the last 30 days and I need help on one of them and they just don't care. Really makes me regret buying any of their products and I will certainly not buy any going forward. Disappears to be a major issue with multiple others that I have seen on social media I'm not sure what's going on with this company. They obviously do not care about their customers. Lack of customer service is going to absolutely hurt their business.

  Blackstone Products

  Date: 07/08/2024

  We are sorry to hear this. We truly have struggled to keep up this year. With all the growth we had seen from last year, we expected that we would need to double our team's size to handle the volume, but we were wrong. We have since hired more help so we can provide better support. We also sent you a follow-up email to ensure everything was taken care of. We look forward to your response so that we can try to make this right.