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Business Profile

Ecommerce

BBQGrills.com

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 154 total complaints in the last 3 years.
  • 128 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/19/2025

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a grill from BBQ **********. I had called prior to ordering to make sure they had the Broil **** ***** 590 pro grill that was advertised and was assured that they did. I placed the order on July 16. On July 30 I received notice (after we called a few days prior to inquire) that the grill was discontinued and they would issue a refund in 5-7 business days. Today is Aug 19 and I still have not received a refund! I email and call daily and have been ghosted. I received 1 email from ***** M once (Aug 8)and she wrote she would check with accounting and get back to me. She has not. I call daily to leave message and email to no avail. No one returns a phone call or replies to my emails! Stay away from this company!!! They will take your money and s**** you over!!!!

  • Initial Complaint

    Date:08/19/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    On July 10, 2025, I placed an order smoker and cover because their website said that both products were in stock and ready to ship. I received a confirmation email at 12:48pm EST that my order was received.I still do not have my products and all subsequent emails to the company are now going unanswered. When I did speak to them, they gave me their reason for the delay and I gave them the benefit of the doubt.Shortly after that, my order status was update to reflect pickup by the shipping company with ***** hours; that was almost 3 weeks ago.I have since requested via email, another status update and a refund if my items were not going to be shipped anytime soon. I have not heard a response back to that inquiry.

  • Initial Complaint

    Date:08/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 6/9/2025 I ordered a Kamado *** Big *** II 24-inch Stand-Alone Grill from this company, and was informed that my order was being processed and would ship within 5 business days. On 6/25/2025 I cancelled the order because the status was never updated and it was nearly impossible to successfully contact the company. I repeatedly called and when I finally got in touch with someone, I cancelled the order and received an email from the employee that I spoke with on the phone, ******* ***** - Customer Servicer Representative. The status of the order still has not been updated on the website, and does not reflect the cancellation. I repeatedly called again until finally getting a hold of someone, and they said the cancellation was confirmed on their end and just needed to process and I would be re-imbursed. They said the re-imbursement would take about 30 days after the cancellation was processed, and I would be informed when it was processed. It is now two months later, and the cancellation has still not been processed and nobody has contacted me. It remains very difficult to get through on the phone. I have no confidence that they intend to ever process the cancellation, but regardless I believe it is unethical for a company to essentially borrow money interest-free from someone for several months, or at worst steal money from a customer. I just want my money re-imbursed for a product I never received. At this point the amount of time I have wasted dealing with this is ridiculous also, and I will never be re-imbursed for that lost time.

  • Initial Complaint

    Date:08/15/2025

    Type:Product Issues
    Status:
    Unanswered
    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 this product on 06/16/2025. The website stated it was ready to ship and would be delivered within 57 business days. After multiple attempts to contact the company by phone, I was repeatedly misled and eventually told the item might be backordered. In mid-Julyover a month ****** finally spoke with someone who said they would issue a refund because they likely didnt have the product in stock, and that I would receive follow-up emails and confirmation. It has now been two months, and Ive received no refund, no confirmation, and no responses to my emails. This company should be shut down, as many other online reviews describe the same pattern of dishonesty. The amount of this product was $1,038.40

  • Initial Complaint

    Date:08/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We placed an order with BBQGrills.com (order#: #BBQ-25-48883) on June 23rd, 2025. When they said there was a delay in their ability to ship the product we called and cancelled the order on June 30th, 2025. We received a cancellation email and they said they would refund the money in 5 business days. Having nit received our refund, we called again on July 30th. They said that this time they have cancelled the order and will refund the money. And that we would receive our refund in 5 business days. Its August 15th and we are yet to receive our refund.

  • Initial Complaint

    Date:08/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order through this company on July 18 after two weeks of no communication I reached out to them. They sent me back onereply saying that they would check up on the order and that was two weeks ago and I have not heard back from them since they my money they have no communications or no way of communicating with them. I tried communicating with them through social media. They are a fraudulent company I believe they took my money. have no product and it seems. I am not the only one they have scammed. I am seeking a full refund.

  • Initial Complaint

    Date:08/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 grill and other items from *********************************** The items included:-Kamado *** Big *** Konnected *** Digital 24-Inch Charcoal Ceramic Kamado Grill $2499.00-Kamado *** Premium Grill Cover for Freestanding Grills - Fits Kamado *** 24-Inch Big *** Grillsv Free!-BBQGrills.com Est 2019 Snapback Dad Hat by ************ Free!-Kamado *** ***** ************ Oven System - Fits Kamado *** 24-Inch Big *** Grills$319.99-Solo Stove Pi 24-******************************************************************************* Cutter$9.99For a grand Total: $2945.71 All items said In-Stock on their website. On their website and confirmation email, they said items would be delivered in 7 to 10 business days from date of purchase. It's been a month and a half and I haven't received any items whatsoever. No tracking number either. After multiple attempts at contacting them, I was able to reach a representative after many failed attempts and dropped calls, and in 2 separate times they said "the items are being processed but we don't have a shipping date yet". Today I called again, and they said the same thing, "the items are in the warehouse, haven't been shipped yet, no idea when they will be shipped", the representative said they are still processing orders from March. I asked for a full refund, the representative got upset and claimed that she couldn't issue a refund. I would like to report this fraudulent business for employing deceitful marketing practices on their website claiming fast shipping, and for straight fraud as they refuse to issue a valid refund given no items have been delivered, or even shipped. Additionally, the business makes it very hard to reach customer service, it is as if they are purposely putting barriers to customer service communication. Very predatory and deceitful marketing and business practices in general. I just want a full refund and for an investigation to take place on this business unethical practices.

  • Initial Complaint

    Date:08/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered the product (grill) and on their website it states products will be shipped within 5-7 business days from the date of processing. As you can see in the pictures the grill was ordered June 15th. I have asked for a full refund due to the grill not being shipped yet by the middle of July. I have not received a refund or response of when a refund would even occur. I believe this company is potentially a scam and needs to be investigated.

  • Initial Complaint

    Date:08/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order for a ceramic Kamado grill (Order #BBQ-25-50778) on July 13, 2025. The website promised shipping within 57 business days. By July 25, I still had no confirmation, so I contacted the company. The response I received was, Let me check with the warehouse. No follow-up ever came. No explanation given for the delay.I continued to reach out by phone and email with no successcalls were never answered, and emails were either ignored or severely delayed. The order never shipped, and after repeated attempts, I requested a refund. The company claimed the refund would be processed in 57 business days.After further research, I discovered numerous reviews from customers with identical experiences. This company appears to be a scam that relies on customers waiting too long to dispute the charge with their credit card company. I immediately filed a dispute, as it was clear this company had no intention of fulfilling my order.This company is fraudulent. They take your money, fail to ship products, and avoid communication. Do not fall for the 'we are family' photos, the immediate 'contact team' emails right after purchase. Do not wait to file for refund with your credit card company. Do not purchase from this company.

  • Initial Complaint

    Date:07/29/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    5/29/2025 ordered placed with BBQGrills.com (order# BBQ-25-*****) totaling $5,549.61 (debited form my AmEx card, and **nfirm email received same day. June 16th I emailed for order status. June17th '***** *. customer svc mgr, ***lied that just informed it's out of stock & working w/her mgr. for alternatives. June 19th called customer *** requested cancel order for refund & told by *** *** ******** *.' can take 5-7 days to be approved; emailed ***** *. same day sharing this. She ***lied same day apologizing. June 24th ******* *. emailed me that my order was successfully cancelled, and a refund would be issued in 5-7 business days. On July 7th I emailed ******* *. about the status of the refund and having received her out of office notice, forwarded my inquiry onto the customer support email as her out of office notice instructed. No ***ly was ever received from the support team. on July 20th I emailed both **** My and ******* *. for the status of my refund. on July 22nd having not received a response to my email 2 days prior, I emailed the CEO of ** who's email ******************** is listed on their website saying to **ntact if there is a problem and ***lies **uld take 2 days adding that I hope he can resolve so no legal action needs to be taken, I feel like I've been scammed at this point. Eight hours later on July 22nd I received an email from ******* *. and Cc the customer support email stating: "I have reached out to my ac**unting team again in regards to your refund. Unfortunately, I am unable to process refunds so I am only eligible to put in requests. I will be checking on this to make sure you get this refund sent over to you. Have a great day!". As of 7/28 no refund received called customer svc phone number ****** CST, spoke to customer svc *** who took my order#, put me on hold to check. While on hold my call was forwarded to the voice mail for **** ******* (CEO) so I left a detailed message. July 29th no ***ly, customer svc sent me to voicemail again

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