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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

  • 140 total complaints in the last 3 years.
  • 118 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:07/21/2025

    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:07/18/2025

    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.

  • Initial Complaint

    Date:07/09/2025

    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.
    Order Number BBQ-25-***** Order Date Jun 24, 2025 Total $2698.00 Their website said our bbq would be delivered by July 3rd. I called on the 3rd and was told they would have to check with the warehouse to see what the status was and would get back to me. I have called for the last 4 days and left messages with customer service and have not heard anything back. Today is July 9.

  • Initial Complaint

    Date:07/08/2025

    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.
    Order never received. Have called many times to request update and ask for refund. Never get a call back or an actual person to speak with.

  • Initial Complaint

    Date:07/08/2025

    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.
    Purchased a grill on June 5th. The website said the grill was in stock. They emailed shortly thereafter that they in fact did not have the grill in stock. I told them to cancel the order and immediately issue a refund. They said it would take 7-10 business days. It has now been over 30 days and I still have not received a refund. After many emails and communication back and forth, they have started to ignore my voicemails and emails and I fear I may never get this money back.

  • Initial Complaint

    Date:07/03/2025

    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 5/28 I spoke to a person at BBQgrills.com on the phone his name was **** ******.He helped me place an order.The grill was in stock and to ship in 3-5 days After 7 days the grill had not ship I called and they said the shipping department was behind and apologized(spoke to ******* B), they gave me a discount to keep waiting and said just another few days to ship, it was getting escalated to the shipping department.On 6/11 I called and spoke with ******* H and she said the grill had still not shipped, I asked to cancel the order and get a refund.She said she had to verify with a supervisor and get back with me which she did via email.I waited the 5-7 business days for the refund to post to my account and when it did not I called Truist to dispute the charge on my card.

  • Initial Complaint

    Date:07/03/2025

    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.
    On 6/23/25 I purchased a ***** Slate 36 griddle from BBQGrills.com. I received the confirmation number below in a confirmation email as well as had my Amex card charged for the full amount of the grill, grilling tools and shipping. The order was advertised as in stock and ships within 24hrs. I received another email later that day with contact info. Over a week later and after no response to contacting the company my order still hasnt shipped. I have contacted my credit card company and disputed the charges from this fraudulent company. When I track my order online through the website it says the order is being processed and will ship in 5-7 business days, which is a bait and switch. Its still clearly stated on their website that the grill is in stock and leaves the warehouse within 24 hrs. Its currently been more than 7 business days and still hasnt shipped. Regardless of which part of the site you believe the order isnt fulfilled. Ive tried contacting ***** **** my dedicated customer success associate and customer service with no reply. *** requested my order be cancelled and refunded with no response. Further research into this company indicates this is standard operating procedure for them. They take orders, charge cards and dont ship products.

BBQGrills.com is NOT a BBB Accredited Business.

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