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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:06/26/2025

    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 grill and paid an additional $100 to expedite delivery for which I was told would be in 5-7 business days at day 10 I inquired on status and was told an inquiry would have to be done on day ********************************************************************************************************************* tracking for delivery today I requested a refund and was told a request had to be submitted the customer service *** could not submit refunds but no tracking or confirmation has been offered.

  • Initial Complaint

    Date:06/17/2025

    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 a gas fireplace log set from BBQgrills.com on 12/17/2024 for $1,210.23. The log set that was delivered was natural gas. My house runs on propane so I can not use a natural gas log set. I spent 3 months going back and forth with BBQgrills.com about exchanging the log set or possibly getting a propane conversion kit. Finally it was decided I could return the product for a refund. I paid $277 shipping and sent the product back on 4/9/2025. BBQgrills.com received the product on 4/14/2025 **** tracking# 1ZEV70020338719602). They acknowledged receipt and said they would get with accounting about getting it refunded. I have reached out multiple times since 4/14/2025 and each time I reach someone I am told they will leave a message for accounting, but I still have not received the refund. I have been going back and forth with this company for 6 months now.

  • Initial Complaint

    Date:06/15/2025

    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.
    **Business Name:** BBQGrills.com **Business Owner (if known):** **** ******* **Order Number:** BBQ-25-***** **Order Date:** April 27, 2025 **Total Amount Paid:** /$1,699.00 **Payment Method:** Credit Card **Consumer Name:** ******* *********** **Address:** ****************************************** **Phone Number:** ************ **Email:** ************************ ---**Nature of Complaint:**I placed an order on BBQGrills.com on April 27, 2025, for a Kamado *** Big *** II 24-Inch Stand-Alone Charcoal Ceramic Grill, along with a grill cover and a promotional hat. The site indicated the item was In-************* to Ship. I paid /$1,699.00 in full using a credit card.Since placing the order, I have not received the product, any shipping confirmation, or a response from the company. I have reached out multiple times via email and phone with no reply. The Track My Order link provides no useful information.This purchase was meant to be a surprise gift for my husbandsomething I saved up for over a year. I believed I was buying from a trustworthy business, but now I feel Ive been misled and taken advantage of.---**Desired Resolution:*** A **full refund of /$1,699.00*** An official response from the business regarding my order * Accountability from BBQGrills.com for its lack of communication and failure to deliver a paid item

  • Initial Complaint

    Date:06/12/2025

    Type:Sales and Advertising 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.
    ***BUYERS BEWARE*** On May 11, *********************************************** the amount of $69.94. Received a confirmation email with the details. Received a second email on May 13, 2025 explaining shipping turnaround which stated I would receive item may *****th. By May 19th, I hadn't received the purchased item. Called customer service, spoke with ******* who advised she would be contacting the warehouse in an effort to find out answers. Never heard back from *******. Sent an email to Faith, never responded. Called again, and again, and again. Nothing. By the way, it's extremely difficult to get a live person on the phone. Sent an email asking for status to *****, no response. Finally got a response on June 4, 2025 that said they were still waiting for a response from the warehouse. June 5th, ***** says she'll get an answer by end of day. No return call, or email response. June 6, I ask for refund if they can't deliver item via email. No response. Called to speak with *****, was told she was on a break and would call me in 30 min. No call. I then sent another email to the CEO, **** sharing my dissatisfaction and again requesting a refund on June 11, 2025. No response. Bottom line - I paid for an item that I have not received. I want my money back so I can do business elsewhere. I believe this company is scamming people.

  • Initial Complaint

    Date:06/12/2025

    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 a grill (***** Master Touch) from BBQgrills.com on 5/13/25 which was set to include a free 3 piece grilling tool set. The total cost that was charged on my debit card was $499.16. On 5/15/25 I received an email from ***** **** (Customer Success Associate) who stated that she was had been assigned my order. The email stated that my order was being processed and would ship sometime between 5/20/25-5/22/25. Well 5/22/25 came and went and there was no update regarding my order every time I checked the status of my order via their website it continued to state "in process". Finally on 5/27/25 I decided I was over it and wanted a refund. I reached out to ***** ******* (customer service manager) via email and requested to cancel my order. She emailed me back stated that she had sent it up to orders and accounting and would send a confirmation once the refund was processed. Here it is 6/11/2025 and I have yet to hear anything or nor have I received a refund. Either this company is legit and has terrible customer service or its some kind of scam. Unfortunately, I didn't know that when I ordered from here.

  • Initial Complaint

    Date:06/11/2025

    Type:Sales and Advertising 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 on May 24th. I waited the 710 business days. Since then I can not get any response via email and no one ever answers the phone. I have since learned everyone who orders with this company deals with the exact same issues.

  • Initial Complaint

    Date:06/05/2025

    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 3/14/2025 We ordered 3 SunBrite TVs for $13876.85. Order # BBQ-25-***** At the time we ordered they were in stock and ready to ship. We rec and email on 3/17/25 that they would del March21st-25th. They did not deliver we reached out again on 4/2/2025 we were told due to high volume of orders there was some delays. I emailed the owner and left him a message with not return call or email. We cancelled the order on 5/9/2025 We cancelled our order and received an Emal we would get a refund in 5-7 days. On 5/22/2025 we sent another email requesting our refund. They said they put in another request for refund. Then on 6/4/2025 I called and was told they were putting in a rush order for the refund. So, at this point they have held on to $13,876.85 Since 3/14/2025 we do not have the TV and have purchased others from another company. However, they are holding our money and did not provide the goods. At this point we feel they are delaying the refund on purpose. This is not a small amount of money were waiting on. They sure had no problem taking our money but are taking too long to get us a refund. It will be a month since we requested it on Monday. I did ask to talk to the accounting department and was sent ***** Email he is the owner. I left yet again another message with no response as of this morning.

  • Initial Complaint

    Date:06/04/2025

    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 purchased a BBQ-260-sink21 for ****** on November 2, 2024. Sales inv BBQ-24-***** I never received the sink and when it was time to be installed I contacted ******** (BBQ Grills) and was informed they no longer did service with this company and could not get the sink. I asked for a refund and have gotten the run around from ***** ever since. It has been 3 weeks and now there has been no communication.

  • Initial Complaint

    Date:06/02/2025

    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 grill to replace an old one. It was delivered but it was the wrong size. I called and asked for a refund...I was told to pack up the grill and BBQ Grills coordinated to have it picked up. It was received back in the warehouse and I was told that a refund would be issued within ***** hours. That was back on March 27th. After numerous emails and even more phone calls, I still have not received a refund. Every time I contact them i am told that it has been sent to accounting and they are the ones who issue refunds. When my call gets transferred to accounting, it contacts me to the President. I have left many many voice messages and NO ONE returns my call. I would like my refund of $2007.05. It has been extremely frustrating dealing with this company.....customer service can not and does not have the authority to refund and NO ONE in the accounting department calls back. There is no way to call them directly....when you call the main number your options are sales or customer service. I have run out of options. Thank you for any assistance you can provide.

  • Initial Complaint

    Date:05/29/2025

    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.
    also listed ************************************************************ in their email found company online ordered and paid ******* for a grill on 4-29-2025 13 emails, many calls and messages. still don't have a grill or a refund.cant get ahold of anyone on 5/28- there is a prerecorded message saying to leave a message at this point, we would like a refund of ******** **** ******* is the CEO- left several messages and emails **** ******- Sales

BBQGrills.com is NOT a BBB Accredited Business.

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