Weber-Stephen Products
Reviews and Complaints

They stink, no replacement parts since they do not answer emails or phone calls.

Worst Costumer Service. Weber sent the wrong grill. Returning it was a nightmare. Now more than 1 month later my money has not been refunded after calls to them. Several hours time spent on calls. False promises in return. Order number 709o6337 Since them do not answer or return my calls, I was obligated to dispute charger to my credit card. I will rather buy a different brand from honest people. Jacuart. Asheville NC

Some companies have poor customer service but Weber has zero. At 11 days now since they received my return in their Quality Assurance department and literally no response to 2 emails, multiple hold times up to 45 minutes where I just hung up as I try to find out why I haven't received my credit. Weber is using Covid 19 as an excuse but they always had terrible customer service. Pretty pathetic to tell you while you are waiting endlessly how much they value your time. Just awful service after the sale.

Purchased a new Weber Grill from Home Depot last Thursday. When I got about half way through the assembly I found the lower CookBox was broken at the left hinge. I contact Weber Support (took two hours for a response). I was told a replacement would be sent overnight. Here it is the following Wednesday and I have not heard anything. I have called every day with no answer from service call hotline. I have Pushed 2 for an automatic call back, NEVER HAPPENS. This is the worst service I have ever NOT received. I bought the grill on good faith it would be a good product but have received zero service. I started calling at 7:00am and I am on hold right now waiting for someone to answer the phone. ZERO Support.

I purchased a Genesis II Weber grill back in April and the cookbox shattered at the end of August. I submitted everything in regards to the serial umber and registered the grill and it took them almost 10 days to get back to me regarding it. This was after several emails asking them if they had received my correspondence. The warranty is supposed to cover 10 years of the grill. They said they would order me the new hardware but had no idea when it would be in or when it would ship. They made me select the piece that I thought was busted without reviewing it for themselves. When asked about timing or shipping I didn't get a reply. When asked about a refund or a new grill I didn't get A REPLY. Weber is supposed to be an industry leader and frankly I doubt I will ever buy from them again and will encourage others not to spend their well earned money with a company that doesn't have the decency to respond to its customers.

TERRIBLE CUSTOMER SERVICE! Received a cancellation confirmation email and WAS STILL CHARGED and have YET to receive any kind of product. They tell me to return the item and a refund will be processed however I have not received any item and this is an inconvenience to me during a pandemic to go to store to return this item. Ordered on 6/8 received no confirmation of shipment, emailed twice and called several times with long hold times left messages to cancel my order. On 7/7 a month later I receive a cancellation confirmation. On 7/14 I received an email saying my order was SHIPPED and my card was charged! I have since then called several times and left voicemails and emails asking for my refund. So today 7/22 I have no item to return and I am charged almost $300 unauthorized. I don't understand how my order shows canceled on their website, I have the confirmation email and it STILL gets processed. Obviously they just wanted the money.

Customer service at Weber is essentially non-existent. Ordered (like several others) the wrong size flavorizer bars. Before the order was shipped (in fact, almost immediately after the order was placed), I called and emailed Weber to try and ensure the correct flavorizer bars shipped. I wasn't able to reach anybody. I then was notified the order shipped - thus tried contacting Weber again, via phone, email, and ***r. No response. I received the package and was given a new email address for returns. I've emailed that email address multiple times without response. I did receive a response via *** (about a week after the initial message) that someone from Weber will be assisting me. That was over two weeks ago and I've received no follow up. The poor customer service is inexcusable. I give two stars (instead of one) because the product itself is good (except the flavorizer bars, which deteriorated rather quickly, and why I'm looking to replace them).

In summary, June I purchased the Smoke Fire EX6 for Father's *** for $999 plus tax. The grill worked great for about 4 months. In September I started experiencing issues with the grill where it would shut down mid *** and/or the temperature would drop *** degrees from the set temperature. While using the grill I only used Weber pellets. In addition, I emptied the *** after every *** per the recommendation from ACE Hardware. Also, I am very diligent cleaning the grill and keeping it covered. Over the past winter I stored the grill in my garage to protect it from the elements. Weber also sent a Service Technician to my home in March and replaced the controller, circuit board and auger. This has not solved the problem as the grill will not maintain its temperature. All software and firmware are up to date.I have been communicating with a call center technician and have requested numerous times to understand the process to either replace with a brand new unit or full refund. The call center agent continues to avoid my direct request. I am requesting to either replace this defective unit with a new EX6 or provide a full refund or credit towards a new grill. My preference would be a replacement pellet grill.

On May 29th, I submitted a warranty claim with Weber but have not received any response from their customer service department, besides an automated response on the day the claim was made. The issues I am having with my Genesis E-330 grill is the cookbox has several areas that have burned through, my stainless steel burner tubes are now starting to burn through as well and I cannot remove them because the retaining screws for the tubes are seized in the cookbox as well as corroded. Additionally, the mounting brackets that attach the cookbox to the frame of the grill have almost rusted out. Additionally, the heat shield in the lid of the grill is starting to rust as well. I do have to say that there should be no reason to have these corrosion issues as I do not have a pool nor do my neighbors, and I am not located near an ocean. Also, I cover my grill with weber's grill cover when not in use, and the only cleaning products I've used on the grill are Weber's own products. I must say I am very disappointed with the quality of product I have bought from weber, just 6 years ago. When I purchased this grill I thought I was getting a quality product like my dad's weber grill he bought over 15 years ago that hasn't had any issues with.

On Sunday May 9th I called Weber customer service to return my Weber Smoke Fire after having experienced several issues with the product. I had replaced 4 controllers and auger system. I was told on the phone by the customer service rep that I was approved to return the grill and would receive a full refund. I was told this would take a few days and I would receive a call from *** to schedule a time to pick up the grill. Weeks went by and I never heard from *** or Weber. I made several calls a week and was told that someone would call and finally on the week of May 25th I received a call from *** to pick up the grill. They came and picked up the grill on May 29th at 5:30 PM a full hour and a half after the window I was told from 11:00 am - 4:00 pm. I have been calling now everyday looking for my refund and the customer service department either does not call me back from the automated call back feature or when they do they promise to look into my refund and call me back. Each day no one from Weber ever calls me back. I am a loyal Weber consumer owning a Weber Performer, Kettle, Smokey Joe and many other accessories. The service has always been fantastic so needless to say this experience has be so very disappointing. I am seeking my refund for the Weber Smoke Fire as promised.

This is the second time I've had to make a formal complaint through Complaintsboard.com about Weber. I called and emailed endlessly for the past month and a half to file for a warranty claim for rusted internal grill parts. I finally got a call back from a supervisor the day after I filed a complaint with Complaintsboard.com saying they'd replace my parts. On our call, the agent asked what my address was, it was different from the one on my profile because we have since moved. She asked if I'd like to remove that address, I said yes, we do not live there, old address. She confirms my new address. She confirms that my new address (repeats it back to me 2 times at this point) is where I'd like my replacement parts to be sent to. I say yes. She says great I will send you a confirmation email after our call. She even gave me her "direct number". Her email confirmation had my old address for shipment. it's 2 hours away and I don't know who lives there, old address was a rental. Fedex cannot change the delivery address, I have to have Weber update. Weber once again is unresponsive for the past week, yet again. No call backs, no one answers in service center, no one responds to emails, the supervisors' number rings once and goes to voicemail. I've left two messages. I just want my replacement parts sent to me, that's all. Please make this right.

I placed an order for a Weber Charcoal Grill from their website on June 3 for $179.64. The Grill was supposed to be delivered to my home from Fed Ex around June 12th. By June 17th, I had not received it and there was no updated tracking information. I called FedEx and they ran a trace on the grill and let me know that they could not locate it and it was a lost shipment and I would need to contact Weber directly. I tried calling their customer service line multiple times, on hold for as long as 90 minutes with no one picking up. They also say you can leave your information and someone would get back to you which I also did multiple times with no call back. I've also sent the customer service team multiple emails asking for someone to contact me to either send me the grill I paid for or provide a refund and I have not heard anything back. It is now going on almost three weeks with no response. Even with the increase in customer issues, I should get some type of call back in the course of three weeks. I have been completely ignored and they have almost $200 for a grill that I never received. Looking online, it appears that there are numerous customers complaining about Weber's complete lack of response so I'd like to file a complaint so that hopefully, someone from the Weber team can actually get back to me and start treating their customers like human beings.

I purchased a 32 Weber grill as advertised from Wayfair on 6/1/2022. When I received my order from Wayfair, the Weber grill was only 26. I contact Wayfair to report that I received the wrong item. The rep then conferenced called herself, myself and a representative from Weber and was told to contact another *** that handled product information. Weber was disconnected and the Wayfair rep offered to resend another grill. I was sent another grill that was 26 by Wayfair . Contacted Wayfair again and with speaking to the 2nd representative made I me aware that Wayfair put on their website the manufacturer information thats giving to them. I was place on hold while the Wayfair rep contacted a Weber representative. At this time I was told that Weber does not make a 32 charcoal grill and it was not a mistake on Weber that the product information was wrong. She did inform me that Weber does make a 37 charcoal grill but it was not offered due to the misleading information on the Website. I then asked the Weber to speak I supervisor and I was only able to create a ticket for the supervisor to contact me as well as a support email. I then wrote an email explaining the details of my order. I was then asked for product serial number and mailing information. As a result I was told that according to the serial number that it was in fact a *** grill and that I might have been looking at another grilll of a different brand.

In July we purchase a Weber smokefire grill. The grill has never worked at optimum performance but after reading some posting online about firmware updates we gave the grill a chance. The grill has been getting worse every time. I placed a service request with Weber online and have been communicating with support via e-mail. We left the last email complaining that it was not fair with the costumer to be replacing parts that dot even come at the same time. They want us to start taking the grill apart and replacing parts to fix it. We tried to use the grill the last time and it was a total disaster, it ruined our food. The grill has many flaws and there are many reports online and even videos of users of the grill stating that it doesn't work. Weber doesn't even have the parts available to fix this. We received 2 bags of weber pellets to use on the grill, does weber think that the problem gets fix by sending the customer bags of pellets? We want to return this to the place where we bought it, Lowes. Lowes will not take this product because it has been more than 90 days. We totally regret buying this product and want our money back. If this is not possible via Weber, we will be placing a dispute with our credit card company American express. I would like to have the Complaintsboard.com or Weber look online at the many complaints of fires and other problems like the grill not being able to hold the temperature. Or the problems where the grill states its running at a specific temperature and it doesn't. The computer on the grill seems to have mayor problems. We don't want this grill anymore, , we want our money back.

I ordered a grill from Weber, and received an inferior model (approx $750 difference), which had my name and address on the logistics delivery company label but not on the packing slip from Weber. I ordered a Genesis II S-435 LP, and received a Spirit S-315 NG. It is very clearly a warehouse issue, where the wrong shipping label was applied to the wrong package. I have spoken with the delivery company, who after 4 separate calls and 4 separate people informed me they delivered the product provided to them, their contract has been fulfilled and only Weber can resolve my issue (stop calling basically). I have sent separate 4 emails to Weber customer service, email requested a return, requested a call back from customer phone service on 4 occasions, left two voicemails, spent over 3 hours combined on hold (including one 1.5 hour session), tried to post a review on their website which got moderated and not published. I have included pictures of the item which very clearly show the conflict in both shipping address vs. packing slip, and my order vs. the shipped model. While they claim their customer service operates 7 days a week, I have had no response from them in any of my attempts except for auto-generated confirming receipt of my emails and opening of my case for the past 5 days. So right now I have a grill I can't use because it is designed for natural gas, no response from the company, and a charge on my wife's credit card ( was supposed to be first father's day gift) for a product I have no path to receive and no path to resolution. My fear is the grill I am now in possession of will be damaged before I can return it, as I have limited area to store it.

7 weeks ago I filed a warranty claim with Weber. It took 5 or 6 days to even get in touch with someone. I left messages for call back and was never called back. I finally got ahold of someone and it took a few weeks to reach the point where Weber agreed to replace the parts I was needing. They placed an order for me, and also told me they were shipping a new part that I did not need, because they believed the part that was included with my original purchase was defective. I did not need it but I was fine with it since the part was possibly defective. About a week after the order was placed I received the part that I did not actually need (without any notification from Weber that it had shipped). The parts I set out to get replaced 7 weeks ago have still not shipped, and it has now been 3 weeks since the order was placed. I check the status of the order on their website, and not only are there no updates, but it says the part I did receive hasn't even shipped yet. In the last 10 days I have emailed Weber customer service 4 times with very polite requests to be contacted about my order. They have not responded to any of the emails. I have messaged their social media account with no response. I have attempted phone contact on multiple occasions and no one answers the phone or returns messages. At this point I feel as though I am being ignored, since previously I might have to wait a day to get a response, but it has now been 10 days and many attempts to contact with no response. I understand a delayed response when they are busy, but the inability to get ahold of someone at the company for 10 days straight tells me there are serious issues with this company's ability to provide any level of customer service.

The following note to Weber on March 23. The Weber S-420 was a retirement gift to me from my employer. I have had it since 2007.The numbers on the guide are:S-420/450 DI *** #*** It performs perfectly. The only issue is the casters have deteriorated to the point the grill will not roll.The replacement part numbers are:Caster *** Non - Locking Caster *** Locking The cost for these replacement casters is approximately $28.00- $30.00 each and I need four.The cost of the Weber *** Weber Caster Wheel is $10.00 each.The original replacement parts are out of my price range as I am retired and on a fixed income. I am asking you if the Weber *** Caster Wheels will fit my grill. I do not move the grill often as it sits on a designated spot on my deck.I received the following message from Weber:Thanks for reaching us to Weber. To assist you further I need photos for damaged parts so that I will help you accordingly.I sent the requested photos and received the following response:Hello, Thank you for reaching back to us. We request you to please kindly provide us the following details and we will be happy to replace the casters as one time courtesy at no additional cost. Your full name:Your shipping address:Your phone number:The grill's approximate purchase date: Kind regards,I sent the requested information and received the following:The casters for your grill model are available for purchase on our Website. Rolling caster Part Number: #*** Locking caster Part Number: #*** Please let me know if you have any more questions and thank you for being part of the Weber family! Thank you!After saying you were going to ship them to me at no cost, now your saying I can purchase them from your Website. What are you going to do? Answer my first question concerning an alternate replacement?, Send a set to me no charge?, or tell me to purchase the original replacement parts from your Website. I AM NOT A HAPPY CUSTOMER.

I bought a new Weber Genesis II S-335 from a retailer on Dec. 15, 2021. Upon inspecting the new grill, I noticed a hairline crack in the grill box. I contacted Weber customer service to register the product and initiate a warranty claim. Initially, the agent was helpful, instructing me to send pictures of the defects to his email for replacement parts. I sent the photos that evening and awaited a response. After two days without a reply, I contacted customer service again to inquire about the status. Each call involved at least a forty-minute wait, but I was determined to resolve the issue for such a quality grill. The agent then requested a picture of the purchase receipt for the parts. I questioned why this wasn't requested initially to save time. After sending the receipt, I waited another two days without a reply, leading to another lengthy call. The next agent reviewed the photos and essentially restarted the process. Surprisingly, he stated the damage wasn't covered by the warranty because the grill was sold 'as is.' I countered that the grill was not sold 'as is' and was supposed to be covered by a ten-year warranty as per Lowes and Weber's promise. The agent claimed it was at his discretion to honor the warranty, and he chose not to. Despite Weber's quality products, their reluctance to honor warranties is disheartening. The 'Weber Promise' appears to be false, so purchase at your own risk. I'm considering legal action for fraud and breach of contract. Buyers, be cautious: if your grill is perfect, you're fortunate; if not, return it immediately, as Weber's ten-year warranty may not be honored. You'll thank me later.

I am trying to cancel my order of a Weber Q1200 grill. I ordered the wrong grill by mistake online, on a Sunday. It took several hours, however, to receive the order confirmation email. By that time it was already passed customer service hours (which end at 6pm where I live--well before many people end their workday). The next day, very first business day after I ordered, I emailed customer service. No response beyond an automated reply email that did not solve the problem, just directed me to the Weber website. Based on that I called customer service and was put on hold for over 100 minutes--that's right, over 1 hour and 40 minutes, in the middle of my work day. When I was finally connected, the customer service rep was not able to cancel my order, though she suggested she might work on it. I still have not been able to cancel the order, though I did take a screenshot to memorialize the wait time. The representative told me that though the item has not left their warehouse, it is "in process." And because of that they can't do anything but send it! I asked if we could call the warehouse; not possible. It is clearly company policy to not allow cancellations and returns. First, why is there no option to cancel an order online? Weber's website let's you order, but not change/adjust the same order. Second, why can the company not speak with its own warehouse? The real problem: Weber's website declares on the very first page "Superior Quality, Unmatched Customer Service." And yet at the Complaintsboard.com, there's a 2-star rating average and numerous people with this issue. Weber was a family-owned company, which is important. But the new CEO and BDT Capital Partners clearly don't care, and have created a disempowered customer service department worthy of their leadership. There are millions of people out of work who could use extra hours during the pandemic. But instead of hiring folks for CS, Weber's leadership just hopes customers go away. Well, we are going away.

I bought my third Weber Summit grill 2 years ago after positive experiences with two prior ones. Soon after delivery of the Summit 600 series grill, I noticed a problem with the cabinet doors that would not close properly and looked crooked. I reached out to customer support and started a warranty claim - they decided to send me door hinge replacements. This did not remedy the problem. I contacted customer support again who offered the same parts, and then decided to send me new doors which I promptly swapped with no improvement. Based on my analysis of the grill, it is apparent that the frame box/cabinet is warped, hence the reasons hinge and door replacement was not successful. I recontacted customer support again and was asked for more photos (which were provided) and told to choose the parts I needed from a list of 600+ parts. After numerous emails, it was decided that a service call was warranted as the cabinet door problem could not be resolved. I waited patiently for this to occur. No contact. I re-emailed and called service again - more photos requested which were promptly sent by email. I was then promised 4 months later (after no service call) by a "manager" that another service call request would be made and that the problem would be remedied shortly. Months later no contact yet. I now have a burner that will not ignite any longer (cleaning done) and this issue was also added to the claim. I am nearly 2 years out from starting this warranty claim without any resolution nor service call as promised. Noting that this is my 3rd Summit series grill, I am deeply concerned with this horrible level of customer support and certainly will no longer consider buying another Weber product in the future or suggesting Weber grills to anyone else. Ongoing (unresolved) ticket number with Weber Customer support. All invoices, serial numbers and photos have been provided already to Weber. If the problem cannot be fixed, please replace it.