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:11/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased an outdoor exhaust hood and vent cover a few months ago from Grillio. Even prior to delivery we realized it would be the wrong fit and a Grillio employee assured as per their own stated return policy, we could return with the restocking fee and freight charge, to which we agreed. We have been ping ponged to different employees including a manager, still waiting on the *** and pick up date. They have illegally not honored the return policy they themselves have set and currently advertise on their website. We simply want to follow their stated procedure to return. We will now be filing legal complaints on every website possible so they do not scam anyone else

  Business Response

  Date: 11/10/2025

  Hello we are very aware of this situation. We are an online retailer and are at the  mercy of the distributor taking this back. They have not provided a return authorization for this item and have now become unresponsive. We will issue an return authorization and have it returned to our warehouse for the customer. Per are return policy this item falls into this category and when they are not responsive it makes our company look bad however we will take care of the customer, regardless. 

  *****************************************************;

  Custom Order Products
  A Custom Order product is defined as a product that is manufactured at a factory specifically based on your sales order, or is not stocked in our warehouses. Custom Order product where the manufacturer has not begun production, can be modified or cancelled at no charge. If production has started, then it cannot be cancelled or modified under any circumstance, except as described below.
  We can try to contact the manufacturer directly and ask if they would accept a cancellation or modification for a fee, however this is at the sole discretion of the manufacturer and we cannot guarantee they will accept this. If they do accept this, then we will advise you of this additional fee and charge it to your account if you agree to proceed with this option.

  Customer Answer

  Date: 11/10/2025

   
  Complaint: 24125586
  
  I am rejecting this response because:

  This was not a custom order, this was an in-stock listed product. 

  We completely understand you are at the mercy of your distributor, but ultimately as the retailer and the business that collected the payment you are responsible for the return process. We understood that we would be responsible for the cost of return freight and restocking, that is not a problem. We have followed all instructions by your staff. It has taken 7 weeks and this is still not resolved. 

  We appreciate you saying that you would resolve it internally and return it without the *** from the supplier, but this was the same response we got from your customer service *** 2 weeks ago, and again no movement. So until we get an actual scheduled appt for pick-up, we will continue to pursue the complaint and return. We reach out multiple times a week with promises to call us back or that its being handled, but no one can give me an ETA on when this will be resolved. I'm including a copy of the email from your service department from 2 weeks ago, with the exact same ***ly. 

  Sincerely,
  
  **** ********

  Business Response

  Date: 11/14/2025

  Regardless of if they accept our response or not, since receiving the initial BBB complaint on 11/10/25, our company has taken responsibility for the return, since the distributor has been unresponsive. We have provided the customer with return label and BOL and the carrier has the pickup for this return scheduled for 11/17/25. 

  Customer Answer

  Date: 11/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 Blaze ********* Steel grill island from Grillio. When it arrived, I received box 1 of 3 and two box 3 of 3. No box 2 of 3. I have sent numerous emails, and pictures. It's been over two weeks and I still don't have the left side of the grill island. It is useless without it. I will send back one of the two right sides. Grillio advertises they have the items in stock ready to ship but in reality, they rely on another party to ship the product. "Sorry for the delay" isn't helping at this point. Either supply the correct product or accept this stuff back for a refund.

  Business Response

  Date: 04/22/2025

  Hello, we are working on this replacement. We are only the retailer for this item. The product ships through a distributor from ***** to the customer. It was shipped incorrectly and the replacement was requested on 4/3 for this customer and his case manager inquires on this replacement eta every business day. The incorrect item will be replaced however we are at the mercy of the manufacture since we are the middleman in this scenario.