Business Profile
Cooking Utensils
Blackstone ProductsThis business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.45/5 stars
Average of 40 Customer Reviews
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Review fromKen H
Date: 03/31/2025
5 starsI've been a loyal Blackstone fan for years, and this recent experience just reminded me why. A tree literally fell on our 28" griddle, and I was sure it was done for. But after clearing away the mess and setting it upright, I was amazedit fired right up like nothing happened! All we need is a new cover. These things are built like tanks. Truly top-notch quality that can take a serious beating and keep on grilling!Review fromRichard R
Date: 02/28/2025
5 starsRichard R
Date: 02/28/2025
I had a problem with my pellet grill on my model 2020. I contacted Blackstones Customer Support, They helped me work through the problems by sending replacement parts when needed. **************** representative ***** was excellent.Blackstone Products
Date: 03/03/2025
Thank you for taking the time to leave a review here. We are pleased to hear our agent was able to help get this resolved. We hope you continue to enjoy using your Blackstone!Review fromAlan F
Date: 09/21/2024
1 starBought a Blackstone pizza oven and the ignitor doesn't work. I tried everything the manual said to do still nothing. I reached out to the "lack of customer service" department at ********************** and it took five days to receive a generic email that was one big excuse about people going back to school and the company being short staffed. No solution offered. I replied asking for help per their instructions in the generic email and still no response. They did email a survey asking how they did. I am sure they will not like that reply since they have done less than nothing. People, look elsewhere for your cooking equipment and accessories since these are junk and the company is a joke.Review fromPeggy M
Date: 08/28/2024
1 starPeggy M
Date: 08/28/2024
DON'T BUY! **************** is atrocious. You can contact them over and over with issues and they won't reply. I was shipped a griddle with missing parts and it was dented and they are ghosting me. Just buy another brand with a better reputation and better customer service.Blackstone Products
Date: 08/29/2024
We are so sorry to hear that it has been difficult to reach us! Typically, we try to respond to emails within two business days. We were able to find your original request, it looks like it was sent to our sales department rather than customer support.
You should be receiving a follow up from our customer support team regarding your warranty claim in the next 24hrs. We look forward to hearing from you.Review fromDonald T
Date: 08/27/2024
1 starDonald T
Date: 08/27/2024
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 starColette P
Date: 08/27/2024
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 starDevon H
Date: 08/21/2024
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 serviceBlackstone 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 starRichard J
Date: 08/15/2024
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 starJoe F
Date: 08/15/2024
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 clueBlackstone 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 starsBrad B
Date: 08/01/2024
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.
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