BBQGuys.com
Reviews and Complaints

I went from a black stone griddle to the stainless steel griddle insert that BBQ Guys sell and I will never go back to black stone. Don’t get me wrong, the black stone is fine but being cast iron, it doesn’t fair well along the southeast coast line where the salty air just destroyed it. The stainless steel is awesome. No issues at all. The thing heats amazing even and does so quickly. The drip tray is solid. The whole thing is amazing, especially for the price. Their shipping was also quick and free.

I found what I wanted from a large selection. Ordering it was simple. Delivery was a couple of days later than at first expected, but I count that as being part of the general slowdown in delivery times across the board. It was not a hardship. All my order arrived and the grill was fairly easy to complete the assembly. I admit that I misread the specs and was expecting one more feature, but that is on me. It was clear in the description. In ten years, when I might need another new grill, I'll shop BBQGuys again.

Are you installing the outdoor kitchen you've always dreamed of? Look no further than BBQ Guys. Knowledgeable, helpful sales peeps? Check! Fantastic selection of high-quality, warrantied products? Check! Responsive, flexible customer support? Check! Be prepared for sticker shock. These ain't your HD Webers, even at the high end. But it's your dream, why chintz out? It's not what you pay, it's what you get, as my Dad used to say. At the end of the day, you will love what you've created, not regret what you spent.

Purchase a small, but expensive Everdure by Heston portable charcoal grill with a dedicated storage/carrying case with was equally expensive. So afraid that this smaller size delivery would be accidentally sent to another home and never find it's way back to me (which would be understandable) , but it was received in a timely manner unscathed on the exact date/ timeframe as promised on the FedEx (?) tracking service via email. I found this to be a reflection of their reputation to be consumer dedicated and professional.

The grill was delivered as promised and the delivery driver placed it as close to the garage as possible so it made it easy to move inside by myself. There was one small dent on the bottom plate of the storage area but it was easily straightened and is not noticeable. I brought it to the attention of BBQGuys just to let them know that there was a minor issue and they in turn sent me a free set of barbecue tools for my trouble. Overall, I am very pleased with the service received and am equally pleased with the quality of the grill.

The grill I wanted happened to be in stock when I checked the website so I jumpped on the opportunity. The transaction went very smoothly with Amazon Pay. I got an email confirmation right away and the next day I got an email from R&L Carriers to arrange a delivery date. It was delivered on the day and within the estimated time I got when I made the arrangements with R&L. The box with the grill in it was securely strapped to a pallet and both were in excellent condition. All in all it was a simple, painless experience. I have already recommended BBQGuys to several coworkers.

Great Webpage made grill and accessories selection simple. Customer service was readily available by phone to answer all my questions. Purchase was simply by talking to a knowledgeable sales representative. Pricing was very reasonable and below most grill and outdoor major kitchen brands. I ordered a 32 inch, 4 burner grill, heat shield, 20" refrigerator and cabinet stainless steel doors. All items were in stock and shipped in less than 24 hours from BBQ Guys. Once the grill was installed I had set up questions and Customer Service sent me a how to video immediately via email. Fantastic experience!

Here we are March 2021. Shipping is a nightmare, and gone through the roof for costs. Then there is the BBQ guys! My shipping was free. I ordered my grill on March 10th. I got regular emails, and texts giving me updates on my orders progress. On 12 March, I got an e-mail/text,-today is the big day, your grill will be delivered, and it was. I ordered on Weds., got it on Friday and was grilling on Saturday. I had to call regarding the seasoning of my grill and the Rep. that I spoke to was very knowledgeable and funny! I will certainly be doing business with these "guys" in the future. I am VERY pleased.

I needed replacement parts for my Kamado Big Joe so I first checked the Kamado Joe website only to find they were out of stock on this $90.00 part. I ran across BBQ Guys and found the same parts for the same price and FREE SHIPPING! The parts way nearly 100 pounds. I checked the company out at with the Better Business Bureau and was pleased to see they are an accredited business with an A+ rating. Armed with this knowledge I went ahead and ordered the parts and they arrived today, a Sunday, in about a week with no problems. I am VERY impressed and BBQ Guys is now my go-to source for all things BBQ! Thanks!

Worked with sales consultant on phone ordering exactly what I wanted, Very helpful. Product shipped the next day and arrived within a week via freight line. Unpacked and everything was there with no damage to any part. Set it up with no problem, including replacing one burner with the searing unit. Would recommend you read the instructions before setting in place as I had to move the unit out of the cut out area to get to the cotter pin holding the burner in place. Would have been easier if I did it before setting the grill in place, as the instructions state. Overall great unit, Blaze 4LTE2. Highly recommend both the grill and BBQ Guys.

I would like to express my appreciation to Grills/BBQGuys for their exceptional customer service. In March of 2022, my family and I purchased a one-year-old home in Ft. Myers, which came with an outdoor kitchen equipped with a Grill and Outdoor Refrigerator from Grills. We thoroughly enjoyed using both appliances, but unfortunately, the Refrigerator stopped cooling towards the end of 2022. As the unit was no longer covered by its one-year warranty, I reached out to Grills' customer service, specifically ***, for assistance in troubleshooting the issue. They kindly sent me several parts and controls free of charge in an attempt to resolve the problem. However, despite our efforts, the unit still failed to cool properly.

At this point, I was contacted by ***, the Head of Sales at Grills. To my surprise and delight, he offered to send me a brand new unit at no cost, considering that the original unit was less than two years old. In today's world, where many companies make it challenging to have items repaired or replaced even when under warranty, this gesture from Grills was truly remarkable. I am extremely grateful for their generosity and outstanding customer service.

As a result of this positive experience, I will definitely continue to purchase products from Grills and BBQGuys in the future. Once again, I would like to extend my heartfelt thanks to *** and *** for their exceptional assistance.

10/03

Made a purchase May 25 8:20 AM NXXXXXXXXX and they did a price match. and received Kamado Jr promotion Free Gift ash rake, grill holder and did not receive KJXXXXXXXX Sear Plate. Called BBQ Guys and I was told that there was no sear plate made for my Kamado Joe JR. I emailed a picture of the page with the promotion Free Gift stating that part #KJXXXXXXXX Sear Plate was included. Never heard back so I called a second time and the rep told because I was price matched that I would not receive this Sear Plate. I asked to talk with a manager. I received a call from the manager and stated that the promotion was for Memorial day only. Not true and the picture of the Free Gift promotion stated otherwise. he ignored the picture. I felt like I was at a car dealer said to say.

The initial delivery of my grill arrived with some damage. BBQ Guys made good on it and allowed us to exchange the item for a new one, which we are cooking our first meal on as we speak!

The only gripe we have is that we had to constantly follow up with their customer service team to make sure the return / exchange process kept moving. If we didn't, our request for exchange would pretty much stay 'stuck' in a particular step until we phoned BBQ guys for an update.

The customer service reps, however, were always very friendly and professional and they responded quickly whenever we checked in on the status of our situation. I know, however, that the company is very swamped these days and I'm sure they are working as hard as they can to improve the experience based on the circumstances.

I would consider ordering from BBQ Guys again in the future.

Bought a Traeger Timberline 850. Was roughly 1,800.00. Unfortunately I've been unable to even use it. It has had now 2 defective pieces that TRAEGER helped and ordered for me. These parts are months out... Do not buy from them. Buy directly from Traeger. It's been an absolute nightmare. I've spoke to BBQ guys and just get told told speak to traeger.. (ok so why did I buy from you?)and spending this much is such a let down. My other traeger is still currently working. Just wanted to get my husband a newer one. As an inconvenience for one part being MONTHS our they gave me 160 dollar credit.. awesome thanks still doesn't change the fact you sent me an expensive traeger with so many issues. They told me I could contact traeger about returning it... return something that comes in a Freight truck that's a few hundred pounds... never again buying from BBQ guys.

They may have good products, however their customer service is ... This company may have good products, however they fail to support the US military personnel, dependents, contractors and civilians working internationally. I made an order on 5/6, and emailed the company twice requesting an update. I finally called on 6/4 and asked for a status on my order. They informed me that they have been trying to contact me on multiple occasions (which is false). She stated to me that they ship through USPS and could not ship to an FPO, AP military address. However, USPS ships here all the time, and we have a US Post office on our bases and we each have a US address and have many reliable companies that ship to us daily. Will never order from this company again, even when moving back to the US. This is an American company that doesn't support the men and women that defend their rights to own their company.

Terrible customer service. There are other companies out there that are really trying to offer great customer service especially during these times, this company is not one of them. Every time I call I'm on hold for over 30 minutes. I've been hung up on multiple times and no one's called me back. When I placed my order everything on the website it said ships 1 to 3 days when I found out the pieces I needed the most won't ship for a month. To make matters worse I was actually on the phone with customer service and she told me the base cabinet pieces would ship out in a couple days and that everything would be fine and these are the items that were over a month out. I even had one customer service person say the reason for this is that they are so busy and then it's great that everybody's redoing their outdoor grill stations and buying new grills. Not one time was I followed up with and give them the right information. Lastly, today part of my order says it's been delivered, but I don't see it anywhere?.

I have made two purchases from BBQ Guys this year. Both were over $1500, so my expectations were high. In both cases, delivery was made by freight service in three or fewer days, and the packages (large, paletted shipments) arrived without damage. To this point, BBQ Guys did everything promised. On my second order, I received my choice two bags of wood pellets as a bonus. I noticed after the order was placed that one of these bonus items was the wrong "flavor." Due to their fast shipping, the package was already shipped before my correction was received. Without a single question, nor a request I return the wrong item, they immediately shipped out the right item at their expense. That is proper customer service! Finally, they have a program of giving bonus points for each purchase. So between the points and extra items provided on their special, they really beat all other order options. I'm very happy with the Weber and Traeger products we purchased, and with the service we have received in our dealing with BBQ Guys. I recommend them highly.

Great experience except return policy stinks! I purchased three of the same size side outdoor aluminum tables on the same order, so one order of 3 tables. The tables were a great price and were sent via free shipping. However, they were shipped in three separate shipments even though it was one order of 3 total. At first I wasn't sure why, but since I may need to return them so I called to find out that if I return them there would be three separate return charge fees equivalent of almost half of the cost of each of the items ($50 per table , totaling $150 to return a $100 table). I don't agree with that policy since I placed one order...Since I placed one order, I think there should be one return fee, not three separate fees. They did agree, however, to not charge a return shipping fee if I purchase a large ticket item such as a $2,000 patio set that I am considering purchasing but based on their policy, I am reluctant to purchase anything else from them in the event that I have an issue with another purchase. I feel their return fees are exuberant.

We have purchased several products from BBQ Guys, until the last one, we have been very satisfied. We try to always purchase made in the USA products. BBQ Guys has a section for only made in the USA products. Based on this we ordered a gas grill supposedly made in the US. Upon arrival, the box is clearly marked, "made in America" with a maple leaf, clearly Canadian. I immediately emailed BBQ Guys with a picture of the box and the maple leaf. After 3 weeks and no response, the 4th of July weekend coming, we finally unboxed the grill and just figured we were taken. It wasn't until I started assembling the grill, that we found out just how taken we were. The quality was made in China, certainly not made in US like the Yoder we purchased last year from BBQ Guys. After about 4 hours of assembly including having to use my own screws in places where the cheap quality screws provided did not work, we have a cheap grill that we paid a premium for. The quality of this grill and cabinet are Home Depot at best, next time I will do more research and not trust a company that is just out to sell low quality products at a quality price by lying about the product.

This company cannot directly support any issues with anything they sell. They have to go back to the manufacturer, which is a back and forth with them just being the middle man. They cannot answer simple questions about the products they sell, even though they state they are BBQ experts for what they sell. I've had a kegerator with $200 of beer that is basically a refrigerator because they advertised it could hold 2 1/6 kegs. When we got it the coupler was too tall to fit into the kegerator - we reported in on 7/2, and sent 2 follow up emails. Finally, I had to call them on 7/12 to even get any update and frankly, they had only reached out to the manufacturer on 7/12. Meanwhile, I went to a local vendor, explained the situation and he provided me with a different coupler option that I could buy online that allowed us to put it in the kegerator and finally pour our first beer ~2 weeks after receiving it. Before buying from anyone going forward, I will ask alot more about their support model. Too bad for BBQguys, I was going to have them outfit a 400 SF outdoor kitchen with the works--- not now. They should have at least a basic knowledge of their products and they dont. If that is their desired model they should at least create a sense of urgency if they do have to go back to manufacturers but that isnt happening either. $40k in sales lost...

I order product from these guys totaling 7500. Promised 1-3 days. Have not received. Had to call credit card company and shipper to cancel. I ordered equipment totaling 7500 dollars on May 26 for a customer of mine. They promised me it will ship out in one to three days. It's middle of June and I needed the equipment. I've tried to contact them multiple times by email and phone only to get no where. I finally call my credit card company to dispute it because I couldn't get in touch with them to cancel the order. After disputed with the credit card company I don't get a call from no one. They send me a tracking number so I called the shipper and told them do not pick the material up because I do not want it. That is when I get a half Crocker response from the company threatening me. That I'm going to be responsible for shipping charges of times I didn't receive and items I couldn't cancel. These guys are an utter disgrace and to this day they have not reached out to me by phone.

Ordered items from BBQ Guys, they claim it will take 10-14 days to ship from warehouse. Took over a month for them to update me. Order number NXXXXXXXXC Their website claimed all the items I ordered were ready to ship 10-14 days from order. I followed up after not getting an update on shipping. They did manage to send me ONE of my items. After waiting another week, I followed up again and they claimed that they will reach out to the manufacturer of the product, and then said it was back ordered 2-3 weeks. I am still waiting for my items, my order was submitted 7/25 and they are now saying it will take until 9/05 just to get the item shipped. This is way past their ship date, and now my contractors are starting to get frustrated and waiting on me because they told me to order early which I did. Even now on this day, these items say 10-14 days, and 3-4 weeks. They are way past that for my order and it would almost seem it would be faster to reorder. This is just complete false advertising. I choose BBQ guys as one of the main reasons was how fast the order would ship, and I would get it by the time I needed for my project.

Made Order #: NXXXXXXX, 19-May-2020, $1,509.01. BBQGuys Order Confirmation represented "Time to ship: 2-3 Business Days. Can't contact company. Made Order #: NXXXXXXX, 19-May-2020, $1,509.01. BBQGuys charged my card in full that day. BBQGuys Order Confirmation represented "Time to ship: 2-3 Business Days. BBQGuys later represented via email that my order would ship June 5. No shipment occurred. Since June 5 I have emailed BBQGuys at least 4 times. No response has been received. Since June 5, I have attempted 'Chats" numerous times without success. Since, June 5, I have been on a repetitive "hold" over the telephone for over an hour with BBQGuys several times without anyone answering the phone ever. Today, 29-Jun-2020, after 25 minutes on "hold" a representative finally answered the phone, only to have me supply order information and be placed on "hold" again. When the representative came back on the line claiming its/their failure to communicate and deliver is the fault of the manufacturer Bromic. I do not appear to be any closer 6 weeks from ordering to my order that was represented to ship in 2-3 business days.

I placed and paid for fireplace gas log set and remote control unit. Have not received working system or responsive support follow up. Order NXXXXXXXX placed and paid for on 10/8 for $855.64. The BBQGuys staff configured this fireplace kit with gas logs, burner and remote control, and I placed order. I received 5 boxes of parts over next 3 weeks - they claimed one box had been shipped to the wrong address and had to be reshipped. This part, a Skytech electronic gas valve, was reshipped on 10/20 under their order # NXXXXXXXX and included a Skytech AF1000, which appears to be a wrong part. The parts shipped don't connect together, and are not a working configuration. The electronic gas valve they provided is not designed to be used with the remote control receiver/transmitter they shipped me, and the hose connections that connect these parts are not compatible. I have now interacted with their staff 6 times, and no one has communicated that they are trying to resolve my problems in a timely manner. One support person told me my order configuration was done by a recently hired inexperienced staff member, and another support member told me they'd have to get a senior person to review this problem. I have tried online chat, email and calling.

Item damaged during delivery. Company will not replace Order # XXXXXXX Order Date 10/16 Pit Boss XXXXX Copperhead 3 Series 25-Inch Vertical Pellet Smoker w/Window Item ID # XXXXX Model # XXXXXXX Total Paid $426.12 through PayPal Withdrawn from bank account on 10/19 Delivered 10/22 I ordered this early as recommended because of the pandemic. This was a Christmas present for my son. It was removed from the original box on December 31 and put together. The last part to attach is the door. As my son was attaching the door, he realized the top of the unit and the top edge of the door were dented in. The door will not close. There was no visible damage to the box when it was delivered. The lady in customer service at BBQ Guys said any damage needs to be reported within 5 days and returns within 30 days. She said they would not replace the damaged smoker. If the box had been visibly damaged when it arrived I would have opened it. This was a Christmas present so it was not removed from the box prior to Christmas. I was unaware of the time limit for reporting damage. The smoker is unusable since the door will not close. I am not asking for a refund. I would just like an undamaged replacement. Or a repair. I did not spend over $400 to have an unusable Christmas present.

60 days spent trying to return and obtain a refund. Poor customer service. I ordered a BBQ cabinet on June 6 order #NXXXXXXXXC. Upon receipt, i was not happy with the item and went to website to request a return. I then submitted photos of the item, packaging as requested. Then had to email my request 2 more times to finally receive an email response. Today is 60 days since i first requested a return and the item is STILL not picked up nor have i received a refund. The carrier attempted to pick up today but i did not receive the bill of laden so they were unable to take the item. When i called to inquire about the bill of laden i explained to the representative that i did not receive it, nor did i have a printer to print one out, she was incredibly rude, cut me off while i was speaking and said i would have to reschedule pickup and i would get another email. This should not have taken 60 days to return, i shouldnt have to beg you to take item back. And the customer should NOT have to print a bill of laden to have an item picked up. An email or call explaining what was needed and to verify if i had abikity to print anything would have been prudent. When i call customer servixe to get assistance, i expect help and options for a solution. I do NOT expect to be told "i am not going to argue with you" And hung up on.

Ordered a BBQ June and was told it would come early Aug latest. It is 3 mo later and now they are telling me they have no idea when it will arrive. I ordered the Napoleon BBQ June 12,2020 and was told it would come late July or possibly early August then delayed not once but twice and was sent an email on 8/7 they have no idea when it will come. Why was this product listed on their website when I ordered this in June and now telling me that the vendor is out of stock? While I'm aware it's difficult for companies to keep up with orders during the COVID crisis, this has the worst experience to date I've had with any company's customer service. Also at this point, because it is two months after my order date, it is unlikely I would be able to find this model anywhere. Below is a copy of the original order confirmation: SUMMARY: Order #: NXXXXXXXXC Order Date: XXXX-XX-XX Order Total: $1303.92 SHIPPING ADDRESS: *** San *** CA XXXXX Cart Item Item #: XXXXXXX Napoleon Prestige 500 Propane Gas Grill with Infrared Rear Burner and Infrared Side Burner - Black - P500RSIBPK-3 Time to ship: 6-8 Weeks QTY: 1 $1,199.00 *Please keep in mind that while these are the typical times for an item to leave our warehouse, it may take a few business days after that for the product to reach your door. Discount: $0.00 Subtotal: $1,199.00 Shipping: FREE Tax: $104.92 Order Total: $1303.92

BBQGuys has failed to honor a manufacturer approved warranty claim on a defective gas fireplace burner. I purchased a gas fireplace logs set from BBQGuys on 9/19. After having the set professionally installed on 11/28 we discovered a manufacturing defect in the gas burner that was causing flames to escape from the side of the burner and onto the natural gas supply lines. Pictures can be seen at https://photos.app.goo.gl/edReyJzPc4etLJWL8. Since I was outside of the BBQGuys 30-day return policy I contacted the manufacturer, RH Peterson. They looked at the photos and agreed that it was a manufacturing defect and would be replaced under warranty. The RH Peterson technician said that I needed to have BBQGuys file the RMA and gave me a case number to provide to them. I emailed this info along with my order number and contact info to the customer service email address on the BBQGuys website. After a week with no response, I called the customer service number and spoke with a very nice woman who read through the info that I had sent and told me that they had what they needed and would process the replacement. After another week I called again to check the status of the replacement and spoke with a gentleman that said that the claim hadn't been filed but that he'd get it in right away. After a fourth attempt with the same results it became clear that they have no intention of following through with the manufacturer approved warranty claim.

Purchased defective grill and have been unable to resolve with BBQGyuys for more than a month...after repeated calls and email correspondence. Purchased item #XXXXXXX on 07/18. This was a Weber Genesis II E-315 Propane Gas Grill - Copper. Arrived in packaging that was fine...no damage. Fully assembled and notice a few parts seemed old...potentially it was a return or refurbished? Once assembled, the grill did not work. Called the company and changed out gas tank in case defective. Did this 3 times with no resolution. Called BBQGuys and Weber this time. Again asked to change out tank and replace gas valve. Changed out valve twice and the gas tank again (4th time). Emailed BBQGuys to complain...no response. A couple of weeks later I received a cryptic email from them. The grill was beautiful...but just a boat anchor on our patio. Called in a Tech to try to resolve...no dice. Totally defective. Informed company. No response. Had grill removed from property and replaced with another brand...which works perfectly and does not appear refurbished. BBQ guys finally contacted me and now they are asking me to do more work for them to resolve. I just want a full refund...am no longer in possession for he grill...as warned and informed multiple times. We needed to remove from our property (limited space) and could not wait the month they apparently needed to respond effectively. Feel like I keep repeating information in my correspondence with vendor on-line sales representative. Please issue a refund. This process has been a nightmare. Thank you

Product was received damaged. Customer service is not responsive or helpful in getting issue resolved. I purchased a Weber XXXXXXXX Genesis II S-435 Propane Grill on 4/24, order #XXXXXXX along with a 2 year service plan, contract #XXXXXXXX. Product was delivered 5/4 with no damage to shipping box. Upon opening the delivery on 5/6 to build the grill, it was discovered that there was a huge dent in the hood. I called customer service (Connie) immediately to report the damage. I was told she had to contact someone concerning the damaged hood and would receive a phone call back. 5/7 I received a phone call that BBQGuys would be contacting me. I missed a call from BBQGuys on 5/12, but no voicemail message was left with further instructions on how to resolve this issue. I called the customer service number again on 5/14, when which I was placed on hold for almost an hour. In the meantime, had also gone online and started a live chat with a customer service representative (name was Eraina). She stated that I need to contact Weber directly for any damages or warranty issues. I believe BBQGuys should replace the product they sold me that came damaged from them, at their expense. I do not feel that I should not have to reach out to the manufacturer for replacement of a damaged product that BBQGuys shipped or continually contact customer service with no solution! I truly feel that they give their customers the run around to the point that they get frustrated and give up so they don't have to honor the product or service agreements they sell.

Arrived damaged. Claim filed. Promises but no solutions. On January 20 my BBQ, order number NXXXXXXXXC was delivered. The following day, January 21, during unpacking, it was discovered that both doors had sustained concealed damage somewhere in transit. It was NOT cosmetic damage. The pin on the bottoms of the door that are required to install/operate were crushed. On Friday, January 22, I submitted a claim via telephone as instructed on your website. A few minutes after the call ended, I received an email acknowledging the claim and requesting photographs. The photographs showing the damage to both doors were submitted within a few minutes. On Saturday, January 30, I called the support number to follow-up on the claim and was told that the warehouse had not responded to customer service and that customer service would follow-up. A short while later I received an email that the right-side door, not both doors would be replaced. On Sunday, January 31 I responded via email that BOTH doors needed replacement. On Monday, February 1, I received a reply that customer service would be reaching out to the warehouse. "From: *** Time: Feb 1, 08:01 Good Morning, I will reach back out to the warehouse. On Thursday, February 4, I sent a follow-up email. No response. On Tuesday, February 9, I sent a follow-up email message. No response. On Thursday, February 11, I sent a follow-up email message to which I received a reply. On Thursday, February 11, I received an email promising to send out new doors, but as of February 19, no doors, and no shipping information. "It's *** here with BBQGuys.com. I do apologize for not getting back with you sooner. We are sending out new doors, once tracking available we forward over. However, if you need anything in the meantime, please feel free to contact me." It's now been four weeks since the claim was filed and all I have received is promises, with no results to back up those promises.

Completely unresponsive online via e-mail or chat, very difficult to reach by phone. Have problem with the searing station, no response from cust svc. I spent over $3000 on a grill and accessories. I sent e-mails to customer service on 6/5, 6/17, 6/24, and 7/7 about a problem with the searing station. I received their automated response that they would get back to me in 5-7 days which never happened. The searing station I purchased for an extra $90 doesn't work properly, makes a sound like a jet engine. Their return policy says "no hassle" but returns have to be unused and unopened. My question was to ask them what to do about it. There's no way you can tell if something doesn't work if you don't open it and try it. I called the manufacturer Blaze, who apparently doesn't have the same Covid problem as bbqguys, and they told me to turn the knob up and down to make it stop, but that was only temporary and if that's the way it works, it's just a waste of money. It doesn't even sear as well as the regular burner I had to remove for it. I wish I would have read ComplaintsBoard.com before buying from them. Instead of blaming covid and ignoring all 'contact us' attempts, maybe they should answer the customers instead of having to do this via ComplaintsBoard.com. I'm sure there are many frustrated customers that don't go this route, hardly "no hassle". When I purchased this large BBQ, they gave me no input on the delivery date or schedule. I got a call from the shipper while I was on vacation, that the bbq had to be delivered in 3 business days or they would have to charge storage or return the unit, and the shipper did not answer the phone on a return call. I didn't have 30 min to call into bbqguys customer service and prefer e-mail (5/22), but again they were unresponsive. Luckily I was able to get home in time to find the large bbq pallet in the driveway. They do use the e-mail address [protected]@bbqguys.com because someone reached out to me about a part that was backordered, in that case they did reply to me via that e-mail address - so it's clear to me they're just ignoring all the other communications. Covid may cause delays, but doesn't explain ignoring customers for months, especially customers that spend $3000.

Purchased a full outdoor kitchen for a new lake home we constructed. The Stainless steel doors are rusting two months after installation. We ordered a full outdoor kitchen set from BBQGuys on Jun 12th, 2020. We paid over 5,000 dollars for the blaze kit which was advertised with a full lifetime warranty. We paid a premium for this kit after talking with the BBQguys "experts". The kit was delivered and was installed into our lake house in early October this year. After using the kitchen a few times (I truly enjoy using it) I noticed there was rust forming on certain parts of the blaze doors. I sent an email in with pictures (they are attached) and asked them why it was rusting. Here is the email chain: From: *** Time: Dec 13, 16:31 Hey ***. Loving the bbq setup. Attaching a picture. Have a concern though. We have rust coming through already on our blaze doors. Im a little concerned with this much rust so soon. These doors shouldn't rust at all correct? Please see attached. From: *** Time: Dec 14, 10:11 The magnets on the door are not stainless steel so they will rust. Stainless steel is not magnetic so those pieces have to be made out of a different steel. Also do you have a pool near by and are you storing you pool chemicals or any other type of chemicals inside that area. Thank you, *** BBQGuys Kitchen & Patio Showroom *** Baton Rouge, LA, XXXXX Office: (XXX) XXX-XXXX From: *** Time: Dec 14, 10:37 They've rusted pretty bad though. The seam on the door is rusting as well. No chemicals at all. It is a lake house but it's fresh water. The area inside is very dry. It's under a covered deck and it's brick and granite covering. *** From: *** Time: Dec 23, 07:56 Hello? My doors are rusting. On Thu, Dec 24, 2020 at 11:36 AM *** (Support) wrote: I am sorry for the delay in my response. I have spoken with the manufacture Blaze and they informed me that that is not covered under the warranty. That is considered surface rust and can be taken care of by regular cleaning. They suggested Bar Keepers friend for cleaning and then some sort of stainless steel cleaner and protectant. They also said it looks like it has come in contact with some sort of cleaner or chemical. Have you had they area pressure washed or acid washed or stored any type of cleaner or chemical in that area. Thank you, *** BBQGuys Kitchen & Patio Showroom *** Baton Rouge, LA, XXXXX Office: (XXX) XXX-XXXX End Email chain So basically, they are telling me their lifetime warranted stainless steal doors will rust and that is just normal. I am not sure if they think I am just ignorant or what but everyone knows you buy stainless outdoor parts specifically so they don't rust. They expect me to clean my stainless outdoor grill area monthly. I'm sure you noticed, this is our lake house. In my other house, we also have an outdoor kitchen. We love cooking outdoors. That kitchen has had stainless steel doors in it for almost 5 years now. Not one spot of rust. Not on the magnets, not on the doors. Inside or out. What's happened is blaze has used an inferior building process and the seams and magnets are rusting OR BBQguys doesn't want to deal with the request. I am also leaving this complaint with Blaze products to ensure BBQguys is just not blowing me off. Stainless steel doors rusting... really?

Outdoor kitchen purchased 3/10 arrived damaged 2 months later and remains uncorrected after 6 months. I purchased an outdoor kitchen grill and beverage center from BBQ Guys on 3/10 for $5844.42. I was told it would ship in 2-3 weeks, and my purchase was based on that expectation because I had an immediate need. It did not ship as promised, and while I received a couple emails advising of repeated delays, I was given further false shipment dates and I repeatedly had to follow up when the product didn't arrive. Regardless of circumstances, there is no excuse for the poor communication and incorrect information provided repeatedly without correction or follow-up. Finally the product shipped around 5/21, a full 2 months beyond the expected ship date. When delivered just over a week later on 5/29 it arrived with a broken countertop. I immediately contacted BBQ guys with multiple photographs of the damage was clearly represented and identifiable. I received no response so followed up on 6/4 and was told that same day that a replacement counter section was being shipped to me. I received it on 6/18 and discovered it was the wrong replacement component. Again I notified BBQ Guys that same day and sent a photo/illustration of the incorrect section received and another photo of the section it should have been. On 6/19 I was told the correct part was being shipped. I followed up via email on 6/30 and again on 7/7 and did not receive a reply to either. I emailed again on 7/14 nearly 4 weeks after being told the 2nd replacement was shipping, and finally received a response another week later on 7/23 advising the correct replacement is "on the way" and would be sent out by the end of the following week. I followed up again the next week and didn't receive an immediate reply, however was informed on 8/5 that the replacement had just shipped. It arrived on 8/7 and again was all broken in many pieces. I immediately informed BBQ Guys with photos of the crumbled countertop and unusually did receive a reply the same day stating they would send another - the 3rd replacement - and I was told a 25% discount would be provided for all the trouble. I spoke with the representative "Dana" by phone in addition to email, and this was the ONLY time and the ONLY person during the entire experience with BBQ Guys where I felt someone even cared. I did receive the 25% discount refunded to my credit card, and a week later on 8/14 I followed up again to inquire about status of the 3rd replacement as I had heard nothing further. I received a reply same day advising the replacement would ship 8/26. I heard nothing further and followed up on 8/31. On 9/2 I received a reply stating the replacement had not shipped and they were "working very hard to get your item shipped out as soon as possible". I replied same day restating that I had ordered this product 3/10, nearly 6 months ago, and STILL do not have a non-broken countertop rendering it essentially unusable this entire summer. I asked for further definition of "as soon as possible" and an actual date I could rely on. I did not receive a reply, and inquired again on 9/7. I then asked for the product to be picked up and a full refund issued if they were unable to promptly replace the broken countertop. I received no reply, and followed up again 9/10 and again received no reply. This has been one of the worst experiences I've ever had with any company. Nobody takes ownership, communications are horrible, and commitments made are rarely accurate or fulfilled. Having the original product arrive months late and damaged, then the 1st replacement shipped as the incorrect item, then the 2nd replacement arriving also broken into many pieces is a clear indication their fulfillment operations are as dysfunctional as the customer service. Waiting more than 6 months and still not having a viable product is beyond reasonable. I've again asked for a full refund or firm commitment as to when I will get a correct replacement in good condition, and have received no response as of today 9/12.

I have been having trouble getting an issue resolved with an order I purchased with BBQGuys and have been given no clear solution for the problem. I have been having trouble getting an issue resolved with an order made with BBQGuys. I have talked to several customer service representatives who were not able to help me. They were very nice and seemed like they wanted to help, but it was not in their power to come up with a solution. One rep even suggested I buy the correct part from the Weber organization after I receive the incorrect order during the second order. I explained how while solving the problem for the BBQ Guys side of things this would leave me out even more money. I am not angry or upset in anyway, I just want to have a plan to resolve the problem. The original date of purchase was July 11, and the original product of purchase was the Weber Genesis II S-435. During the original time of purchase Bbqguys.com was having a $50 discount on Weber grilles. Upon delivery it was evident that the cargo had been damaged, and a quick inspection verified the damage. After refusing the shipment, I called BBQguys to try to come up with a solution. To which they let me know of the bad news that they would be back ordered for 8 - 10 weeks. I spoke with a representative by the name of *** who helped find a solution, as I was under a time restraint to get a grille. *** and I corresponded by phone and over email, and worked together to try to find a solution. I let *** know that I would be willing to accept the Weber Genesis II E-435 if they were able to send it with the stainless steel grates that come with the Weber Genesis II 435. The E-435 sales for a lower price than the S-435, and I was willing to accept that. On July 29 at 3 pm, *** processed the order we had talked about but I hadn't got to look over. *** had set up the order with the wrong size grates. Not seeing that order until that night, I messaged *** on July 30 at 1 am to say thanks and also ask if they were the correct grates. I never received any reply to my message, and took it upon myself to find out if the grates were correct, after contacting BBQguys by phone and Weber, I found out that the grates will not fit the E-435. On August 2nd I called a customer service representative to let them know what was going on, and to find out if we can get the correct grates for the product. Unfortunately I found out that BBQguys did not carry the stainless grates that would fit the E-435. The representative then tried to convince me to keep the grille and even asked me to consider buying out of my own pocket the stainless grates from the Weber company. I tried to explain to him how I was already accepting a grille that cost less without receiving any money back and to have to buy grates on top of that would put me out even further. The representative then noticed that their stock for the Weber Genesis II S-435 said 3 in stock however unbeknownst to him they were in fulfillment to other orders. I had been led to believe that the wait would have been months for the product. On August 3rd, I received a message that my item would be out for shipment and messaged *** once again without a response. Fearful that I would be stuck with the grille and grates that didn't fit, I called the delivery company to let them know that it was the wrong product. I then called BBQguys to let them know. I spoke with another customer service representative, as we searched for a solution, only to find out that I can not receive a refund or be sent out a replacement for the product until it makes it all the way back to their warehouse. I have asked for a representative to give me a call when the product is returned to see if we can figure something out. I am currently waiting on the call from a representative. At this point I have no grille, the money I had for a grille hasn't been returned, I have missed out on the opportunity to buy the product at a discounted price (discount wasn't BBQguys exclusive), and I have no way of knowing if the grille is being sent back or has been received.