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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: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.
    Purchased ******** Freestyle grill model F365DPGT on 5/31/2025 and package arrived damaged. Two parts necessary to assemble the grill were damaged beyond use. It's been 2 months now with no resolution. I've followed their process, requesting remediation with over 20 email correspondence attempts and 10 phone call attempts including two voicemails left. Voicemails have never been returned and I can no longer get the company to respond via email to find resolution.

  • Initial Complaint

    Date:07/28/2025

    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 ordered multiple items from ******************. I ordered them June 6 and now we are almost in August. Everything I ordered said in stock I made sure of it and said it shipped in 5 to 7 business days.I have spoken with four different customer service agents, emailed the CEO, requested a refund, and called today to the customer service repeatedly for an hour with no one to answer. I called and hit the number for the sales department. Someone answered right away and then he transferred me to customer service and they answered right away. They will not give me estimated delivery dates and I said if you cannot do that, please cancel my order and they will not cancel my order so now they have had my money for over two months with no resolution and no one is answering my calls or returning my emails.

  • Initial Complaint

    Date:07/25/2025

    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.
    On 06/24/25, I made an online purchase of a Masterbuilt XT Smoker and was charged $1,399.00 on my ***************** The website advertised that I would get it before 07/04/25, which was what I needed because I had a get together planned. I noticed the order didnt ship. I called and the lady who answered said I would receive the pit during the 2nd week of July. I called again during the 3rd week of July, this time a lady answered and said she wasnt sure why I was told the pit would ship because they were 2 months behind. I canceled my order, and was told I would see the refund in 5 to 7 business days. Since then, no one has been answering my calls or emails. I am concerned the business is a fraud. I want my money refunded.

  • Initial Complaint

    Date:07/24/2025

    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 a $1700.00 grill from this company on May 5th. After a couple of weeks I had not received a shipping notification so I reached out to customer service. I received an email from a person named ******* who stated my grill was on back order for 5-6 weeks. She offered a small discount on my grill for my inconvenience. By the middle of June, about 5 weeks later, I still hadnt received any shipment notification and additionally I saw on their website that the grill was $300 off and in stock so I reached back out to ******* in an email and asked for the reduced price which was $1,399.00 and asked when my grill was shipping because their website says its in stock. She told me the grill would be shipping soon, probably by the end of the week. The grill never shipped and on June 23rd I reached back out asking why and explained that I didnt mind waiting a little bit for the grill but I really needed it by 4th of July because I had a gathering to cook for at my home. ******* kept saying it should ship but she doesnt have any control over the shipping department. I told ******* if the grill cant be here by the 4th to just cancel my order and refund me. On June 30th She confirmed my cancellation and said she would forward my refund request to accounting. Its now July 24th and I still havent received my refund. I am really starting to believe this company is a scam. If not they are a very poorly run company. I warn anyone looking to purchase goods from this company that you may want to shop elsewhere especially if you are purchasing a large price item. I will be working through **** , which is the card I purchased it through to try to get my refund now.

  • Initial Complaint

    Date:07/21/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 smoker 5/12/2025 and it was supposed to arrive in ~10 business days. It has been over two months and it still hasn't arrived. I have emailed the company and called and I keep being told that it will be 3 to 4 more weeks. They have supposedly had a tremendous influx of orders that they have not been able to keep up with which was compounded by issues at the warehouse. Today (7/21/2025) is the first time that I have been told that it is confirmed to ship by next week. The person said that based on the range of my order number, those are going to be shipping either by the end of the week or next week and that it will take 3 to 7 business days to arrive. I have not called my credit card company to withhold payment but I'm concerned that this will get delayed a bit further, that I will have to call the credit card company before the window to make the claim closes and that BBQGrills.com will then tell me that since I didn't pay that they will not fulfill my order. I could have cancelled the order but the price that I purchased at is 20% cheaper than the other places regular prices that I have found and missed the chance to get the smoker on a memorial day or 4th of July sale while waiting for my order. The original intent was to get the smoker for a memorial day event.

  • Initial Complaint

    Date:07/19/2025

    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.
    Subject: Formal Complaint Regarding Order #BBQ-25-***** Request for Immediate Cancellation and Refund To Whom It May Concern:I am filing this complaint regarding a fully paid order I placed with ************ on June 14, 2025 (Order #: BBQ-25-*****) in the amount of $1,729.97. The product has not been delivered, and the company has failed to provide any meaningful updates or resolution, despite multiple attempts to contact them.After my initial inquiry on July 1st, I was informed that *********** products are expected to ship in about 2 weeks. As of July 19th, that time has passed with:No shipment confirmation No updated delivery timeline No response to follow-up inquiries Additionally, I have attempted to reach customer service by phone, but my calls go directly to voicemail, and I have not received any return calls or follow-up.Resolution Requested:Due to the extended delay, lack of communication, and failure to fulfill the order, I am formally requesting to cancel my order in full and receive a complete refund of $1,729.97.I also request a written confirmation of this cancellation and refund as soon as possible.

  • Initial Complaint

    Date:07/18/2025

    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.
    Company accepted and drafted payment for a purchase with the promise to ship product within 5-7 business days. Company never shipped product and has ceased answering calls relating to the order. Purchase was originally made on 15 April 2025 from bbqgrills.com to the amount of $3,118.99 for a new Kamado *** Konnected *** Big *** barbeque and grill cover. Order number is BBQ-25-*****. After one month of no delivery, called company at their business line on 13 May 2025 and requested a refund. Company agreed to a refund, but never refunded the money, changed the order status or even confirmed the cancellation request. Continued contact by email starting 18 June 2025 and was told that "the warehouse was experiencing a delay", and that I would receive an updated ETA soon. On 7 July, contacted again via email and was told to expect an updated ETA by end of week or early the next week. On ************************************************************************** any subsequent emails.

  • Initial Complaint

    Date:07/17/2025

    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 purchased a *** smoker from the company BBQGRILLS.COM on June 14th.. waited passed the expect3d date to ship and had no updates or tracking, so I called to inquire.. I was told it could be 6-8 WEEKS before shipping so I asked to cancel.. I received a cancelation email confirming my cancelation and that a refund would be issued.. this was on June 26th.. it is now July 17th.. I have called over 20 times I have gotten through only 4 times.. I get put on hold and then disconnected.. I left one voicemail for the owner of the company "****".. no calls back.. I threated to escalate with my bank and file a BBB complaint and still no call back. They owe me ******** and I want my money refunded

  • Initial Complaint

    Date:07/11/2025

    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 May 25th, I ordered a grill that cost $799 from this business. Their website ckaimes it ships within ***** hrs. I kept checking for updates on shipping but no luck. Called two times and was told it was a logistics problem. Finally, on July 1st, I cancelled the order and requested a refund. I was told it was forwarded to their accounting **** and then once processed, it would take another 5 to 7 business days to receive. Ive called all this week for status of my refund, and I was told by one of their employees that I would hear from them the next day. I did not hear from them. Ive been calling off and on all day today and no answer.

  • Initial Complaint

    Date:07/10/2025

    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.
    Ordered Grill vent hood on 5/21/25. Attempted to cancel order on 6/3. Was told that would be no problem as it hadn't shipped. Later in day was contacted to be informed they shipped product anyways. I was told to refuse shipment and would be issued refund. Shipping carrier returned product around the 12th of June. I contacted them about refund process being started on the 16th of June. Was told it had begun. I've been in contact with them several times about the status of the refund($3,081.00). I've been told that their accounting department was behind and should have processed that week. Then to leave voicemail with their COO. Today i asked to speak with their accounting department and they were in a meeting. After doing more research on this site, i've seen other reviews stating they didnt' receive their refunds so I've been more active on getting mine.

BBQGrills.com is NOT a BBB Accredited Business.

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