Complaints

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.

• Initial Complaint

  Date:09/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ive never received my order. They dont answer my emails anymore.Ive bought a 400usd BBQ in May, and never received.Ive contacted them several times and the answers are like this:On Jun 11, 2025, at 16:54, ******* H *********************** wrote:?Hello,I apologize for the delay and inconvenience. At this time, the warehouse is experiencing unexpected shipping days and the current *** that I am getting from the warehouse is about 2-3 weeks. As soon as I receive any type of update I will let you know.Have a great day!

• Initial Complaint

  Date:09/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a grill from this company and they said it would ship within 3-5 days. After nearly two weeks, it still hadnt shipped so I reached out to them asking for an update. They said due to high volume, it wont ship for another week. After another week, I asked them to cancel the order. This was 9/3/25. I received a message back that they would process the refund. Now, 9 days later, I still have not received a refund for a grill they never shipped.

• Initial Complaint

  Date:09/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 with the business on August 24, have a confirmation number and received a confirmation of the order and that it would ship within 7-10 days. After 10 days (9/9/25) and seeing no change on the information they provided, I emailed the company. The email response said that they canceled the order and refunded my money on 9/5/25. I responded to the email and never received a response. I also emailed the email address for the owner who also did not respond. I contacted the company via phone and the person on the phone stated that the order was cancelled back on the 5th and that was all they could tell me. I asked why and the explanation was that it was cancelled automatically and that the refund was processed automatically. I have not seen any refund. I contacted my credit card and reported it as fraud after reading the reviews of their failure to respond to customers or provide refunds. It is my feeling that this company is a fraud and that they should be shut down.

• Initial Complaint

  Date:09/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Masterbuilt Gravity XT Grill from BBQGrills.com via their website on 6/7/2025. My credit card was charged $1399.99 at the time of the transaction and received an emailed receipt with a link to track the shipment. Unfortunately, the link showed the order had not shipped for many weeks. I then utikized their customer service number posted on their website for updates. Often, I was sent to a voice mail and never received a callback for my requested status and ETA of the shipment. When I did get a hold of a representative they could give me no clear ***. This continued until 8/21/2025 when I finally got representative who indicated that *********** was no longer doing business with the company and they were unable to fulfill my order. The representative notified their accounts payable department to process a refund in full on 8/21/2025 and the representative emailed me a verification that the refund request had been seen with a ETA of 2-3 business days once the refund has been processed by the accounts payable department. However, I have not received the funds and repeated calls to the customer service department again go to voice mail often or the representatives that do answer cannot transfer me to the accounts payable department for refund resolution. I would like a refund in full at this time but I cannot get anyone to respond to my calls, voicemail messages, or emails to the customer support department.

• Initial Complaint

  Date:09/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 green mountain smoker from ************* on July 31, 2025. I asked BBQgrills.com if they could not get it delivered by August 25 to hold the order until September 5. They had plenty of time to ship it out before August 25. After repeated phone calls and email, they are not responding to either. I have been in contact with Green Mountain Grills and they can't release the order until BBQgrills.com send them a release order. Right now it looks like they have taken my money and that they don't want to send what I paid for.

• Initial Complaint

  Date:09/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am submitting this complaint regarding an online purchase from BBQGrills.com, which I believe reflects unfair and deceptive business practices.On May 11, 2025, I placed and paid for an order (Order #BBQ-25-44310) for a BBQ propane gas grill and outdoor prep table totaling $1,847.99. The shipment arrived on May 29, 2025, but both items were delivered damaged and unusable. Specifically, the main bodies of both pieces were dented and compromised, and the included prep table cutting board was shattered. I reported these damages to BBQGrills.com immediately via email on the same day, including photos and a request for a return/refund.On July 11, 2025 I was offered a refund via email from bbqgrills.com and immediately acceptd the refuend. Despite repeated follow-ups throughout July 2025 thru Sept 2025, no refund has been issued to date. Importantly, the company has never requested that I return the damaged items. They currently have both my full payment and I am left only with unusable, broken goods. Each time I contact them, I either receive vague assurances or no reply at ****** of today, September 8, 2025, it has been nearly four months since my purchase, and I am still without the promised refund.Given that BBQGrills.com appears to have a reputation for poor customer service and refund practices, I am concerned that other consumers may also be at risk. I respectfully request the BBBs assistance in securing a full refund of $1,847.99 and holding this business accountable for its practices.

• Initial Complaint

  Date:08/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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