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:07/20/2025

  Type:Sales and Advertising 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.

  On 06 Jul 25 I ordered two of the companys grill cleaning kits for a total of $143.34. On 17 Jul 25, I received two shipping notices. The first being for *** (1ZC6X874YW01737735). Shortly afterwards, I was informed that that shipment was cancelled and the package would be delivered by **** (**************************.) I have not received the package and the latest shipping information indicates that the package has not yet been picked up. Ive received no responses to multiple email inquiries. The last email generated an auto reply that it was undeliverable due to the mailbox being full. I learned today from searching the internet that this company regularly fails to fulfill orders and their lack of communication leads me to believe that they intend to keep my money and my order.

  Business Response

  Date: 07/21/2025

  Hi *******, 
  
  Thank you for reaching out and we sincerely apologize for the inconvenience and delay.
  
  Weve escalated your order to our fulfillment team, and tracking will be updated within the next 2448 hours. You can follow the progress of your shipment using the tracking link below:
  
  USPS Tracking Link: *******************************************************************************************************;
  
  We truly appreciate your patience and understand your concerns. If you have any further questions or need assistance, please dont hesitate to contact us were here to help make this right.
  
  Grill Rescue Customer Experience Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23628410
  
  I am rejecting this response because it is a continuation of the current situation, not a resolution. 
  

  The company has had ample time to complete this order already and has failed to communicate any reason for the current delay which may support any belief that they will follow thru from this point. 
  

  I have already communicated my intent to return any product sent to me from this organization henceforth. Sending the order at this point demonstrates the bad faith business practices Ive experienced thus far in that it will rob me of the cost of the return and delay the refund that I seek even further.

  A refund, please and thank you.
  

   Sincerely,
  

  
  ******* ********

  Business Response

  Date: 07/22/2025

  Hi *******, 
  
  Thank you for your feedback, and we sincerely apologize for the inconvenience and lack of clear communication regarding your order.
  
  Upon review, your order is currently in transit with an estimated delivery date of July 23rd. Unfortunately, as the shipment is already en route, we are unable to cancel it at this stage.
  
  However, once the package is delivered, we will be more than happy to provide you with a prepaid return label so you can send it back at no cost to you. As soon as we receive the returned item, we will promptly issue a full refund.
  
  We truly regret the frustration this situation has caused and appreciate your patience as we work to make this right.
  
  Sincerely,
  Grill Rescue Customer Support

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23628410
  
  I am rejecting this response because: I am keeping this complaint open until the return and refund are processed *** the company's communication with me via the Better Business Bureau.

  The package was received and, per the company, I am requesting a return label so I can return the package unopened. Once the return label is received, I will return the product immediately, per the agreement.

  I will consider the matter closed once I receive the full refund.

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

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair 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.

  Date purchased a Grill brush w/scraper on 5/27/25 and received on 6/2/25 for $49.08 I was looking forward to a great working product from their website's description but the product broke on first use on 7/13/25. Contacted them and provided pictures of broken item. Asked for status for 2 days and no reply.

  Business Response

  Date: 07/21/2025

  Hi *******, 
  
  Thank you for your feedback, and we sincerely apologize for the inconvenience you've experienced.
  
  Weve reviewed your case and have taken care of this for you. A new cleaning head with a scraper is being sent your way, and youll receive a separate email shortly with your tracking information. Your new order number is GR790536. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to help and truly appreciate your patience.
  
  Grill Rescue Customer Experience Team

  Customer Answer

  Date: 07/26/2025

   
  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:07/16/2025

  Type:Sales and Advertising 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.

  On May 31, 2025 I ordered two replacement heads with scrapers. I received tracking information that my package had been handed off from *** to the **** on June 7, 2025. On June 27, 2025 I sent an email inquiry. I received a response the same day assuring me my concern was escalated and would be addressed within ***** hours.On July 5, 2025 I sent another inquiry because I had heard nothing. I received a response assuring me my item was on the way, pointing me to the same exact tracking information showing my package still with the USPS.On July 7, 2025 I responded and asked for an update that didnt include the shipping information I was inquiring about and asking resolution of. I received no response.On July 10, 2025 I emailed again requesting an update and received no response.On July 13, 2025 I went back to their website help form and submitted another inquiry withyou guessed it, no response. I emailed again today, July 16, 2025 to let the company know I would be filing a complaint here. There is no working phone number to speak with anyone. I have yet to receive the item I was charged for, nor have I received a refund or response that the item will be re-shipped.

  Business Response

  Date: 07/21/2025

  Hi ***, 
  
  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and delays you've experienced.
  
  Weve reviewed your order and can confirm that it has been reshipped and successfully delivered. For your reference, here is the tracking link: *******************************************************************************************************;
  
  We truly value your support and are committed to making things right. If theres anything else we can do or if you have additional concerns, please dont hesitate to reach out directly to our team.
  
  Thank you again for your patience.
  
  Grill Rescue Customer Experience Team

  Customer Answer

  Date: 07/21/2025

   
  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:07/15/2025

  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.

  I returned the item and it was received by tracking on July 2, 2025. I have not received my refund. They continually tell me its processing with no firm timing on returned refund. Ive attached tracking info, which I gave previously sent to company.

  Business Response

  Date: 07/16/2025

  Hi *****, 
  
  We sincerely apologize for the delay and any frustration this has caused. We understand how important timely refunds are, and we truly regret the inconvenience.
  Weve reviewed your return and can confirm that your refund of $57.18 has now been processed. Please allow 34 business days for the amount to appear on your original payment method.
  
  Thank you for your patience, and again, were very sorry for the delay. If you have any other questions or need further assistance, were here to help.
  
  Best regards,
  Grill Rescue Support Team

  Customer Answer

  Date: 07/16/2025

   
  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:07/14/2025

  Type:Delivery 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.

  I purchased a product for a Fathers Day gift with the information given to me from the website that the products would arrive in time for Fathers Day. They did not. So, I inquired. They said they hadnt shipped any of the items yet, because one of them was sold out. I told them to just cancel the order then, since it hadnt shipped, because it was a Fathers Day gift, and Fathers Day was well over. I received NO response. The next thing I received was a message that the item had shipped. I contacted them again stating I wanted a refund, not the product. After multiple emails, I finally received a response stating that they had numerous emails, and apologized, and asked if I wanted a refund of the $9 for shipping, or did I want a label to return the items. I responded right away to say I wanted a label for a return of everything, and a full refund. Since then, I have sent multiple emails with NO RESPONSE again. I want my money back of $68.24. I get no responses from them to my emails. I have written many. I wrote another one today.

  Business Response

  Date: 07/14/2025

  Good morning,

  My name is **** *****, and I am the owner of NC Grill Rescue. ****************************************  I have reviewed the complaint and unfortunately this issue should be directed to The Grill Rescue Company. ********************************** We are a small service based company located in the *******/****** region of **************. We do not produce, sell or ship any products. Please remove this complaint from our BBB account. Thank you so much. 

  Business Response

  Date: 07/16/2025

  Hi *******, 
  
  We sincerely apologize for the delays, lack of communication, and the inconvenience youve experienced especially around a Fathers Day gift. This is not the experience we aim to provide, and were truly sorry for the frustration it has caused.
  
  We understand you requested a return and full refund, and were here to make that right. Please see the attached return label to send the items back to us. Once we receive your return, well promptly issue your full refund of $68.24.
  
  Again, we deeply regret the delay in our responses and appreciate your patience throughout this process. If you have any questions or need further assistance, please dont hesitate to reach out were here to help.

  Customer Answer

  Date: 07/24/2025

   
  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, IF, and only IF, I DO get the FULL REFUND of $68.24, and I receive it IMMEDIATELY upon their receipt of the return. 
  Thank you. 

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

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair 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.

  I ordered over a week ago and paid for two day priority. I have yet to receive a tracking number and emailed the company twice and received no response. Seen them on ******** and thought I would help some firefighters, so I didnt research the company. It appears I should have after seeing all these customers experiencing the same problem. No customer service and delayed shipping.

  Business Response

  Date: 07/16/2025

  Hi ****, 
  
  We sincerely apologize for the delay and for the frustration this has caused we completely understand your concern and truly regret that your experience didnt meet expectations.
  
  Weve checked your order, and it has been shipped. You can find your tracking information here: **************************************************************************************************. Please allow 2448 hours for the tracking to update in the carriers system.
  
  We appreciate your support and patience, especially knowing you chose to purchase in support of firefighters. We're working hard to improve our response times and ensure every customer is taken care of.
  
  If you have any further questions or need help, were here for you.

  Customer Answer

  Date: 07/17/2025

   
  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:07/12/2025

  Type:Delivery 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.

  Made a purchase on June 19, still have not received. The tracking number provided says its in ************** and has been there since June 26. Package cannot be found, tried to file a lost package and its not eligible based on how it was shipped. Reached out via their website email on July 7th and got a quick reply that it was shipped wrong and to confirm our address. We replied it was correct the same day. Have sent two more emails this week with no response. Website says there a phone number for customer service but we cannot find it. Looked on FB and see that there are MANY complaints about orders not being received.

  Business Response

  Date: 07/16/2025

  Hi ***, 
  
  We sincerely apologize for the delay, lack of follow-up, and the overall frustration this situation has caused you deserve better, and were truly sorry we let you down.
  
  After checking, we can confirm that your order was unfortunately misshipped. We take full responsibility for the mistake and are currently processing a replacement for you right away. Youll receive a new tracking link as soon as it ships.
  
  Thank you for confirming your address, and again, were very sorry for the lack of communication after your follow-up emails. Were actively working to improve our response times and overall service.
  
  If you have any additional questions or concerns, were here and ready to help.
  
  Best regards,
  Grill Rescue Support Team

  Customer Answer

  Date: 07/29/2025

   
  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:07/07/2025

  Type:Delivery 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.

  I am writing to formally file a complaint regarding an order I placed with Rescue on May 25, 2025, which has still not been fulfilled as of today, July 7, 2025.Despite my efforts to obtain a resolution, the order has not shipped, and I have received conflicting and ultimately unhelpful information from customer service. Initially, when I inquired about the delay, I was informed that the item was on backorder. However, I later received the following message from a representative named ******** on both June 30, 2025, and again on July 7, 2025, which stated:******** (Rescue)June 30, 2025, 18:04 GMT-5 Hello ******,We sincerely apologize for the delay and any inconvenience this has caused. Weve noticed that while your order has shipped, there hasn't been an update since June 19th, which is not typical of our usual service.Weve already flagged this issue with the carrier and are actively monitoring the situation. Typically, escalations result in movement within 4872 hours.Please rest assured that we are closely monitoring this and will continue to follow up until your order arrives at your doorstep.Unfortunately, no additional updates have been provided since those responses, and the order still shows no progress or tracking activity. I find this experience frustrating, especially given that I was given the same generic response twice, with no actual resolution or transparency. Ive made reasonable efforts to be patient and to communicate directly with the company, but at this point, I believe it is appropriate to escalate this matter.I am requesting one of the following:1. A full refund of my order, including any applicable shipping charges, OR 2. Immediate confirmation that my order has shipped with valid and updated tracking details.Order Details: Griddle Cleaning Head - $29.95 Grill Grate Replacement Head $24.95 Shipping and tax total - $67.77

  Business Response

  Date: 07/08/2025

  Dear ******,
  
  We sincerely apologize for the delay and inconvenience you've experienced with your order. After reviewing your case, we can confirm that your order was canceled and refunded. We understand how frustrating it must have been to wait for an update without resolution, and we truly regret that we did not meet your expectations in this instance.
  
  Please allow 34 business days for the refund to appear in your account. If you have any further questions or need assistance, feel free to reach out. We are committed to improving our service and appreciate your feedback.
  
  Thank you for your patience and understanding.
  
  Best regards,
  The Grill Rescue Team
  
  
  Ask ChatGPT
  

  Customer Answer

  Date: 07/21/2025

   
  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:07/07/2025

  Type:Billing 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 was apparently signed up for a subscription after a purchase for a Christmas gift from Applepay and don't even live at the address anymore so was unaware they were sending products. I have tried cancelling apparent membership and contacting the company 5 times without success and have had to block the company through my credit card. It is very frustrating.

  Business Response

  Date: 07/08/2025

  Dear *******, 
  
  Thank you for reaching out to us, and we sincerely apologize for the inconvenience youve experienced. After reviewing your account, we can confirm that your subscription was successfully canceled on July 03, 2025.
  
  We understand your frustration, and we are truly sorry for any confusion. If you wish to return any items that have already been delivered, please let us know. We would be happy to provide a return label, and once we receive the items, we can proceed with issuing your refund.
  
  We appreciate your patience in this matter and are here to assist further if needed.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23565171
  
  I am rejecting this response because: I do not live at that address and was not aware of ongoing supplies being sent there that I was being charged for until recently. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/21/2025

  Hi *******,
  
  Thank you for bringing this to our attention, and we sincerely apologize for any confusion or inconvenience caused.
  
  No worries since you were unable to receive the item, weve gone ahead and refunded your previous order in the amount of $13.16. If you have any additional concerns or need help updating your shipping information for future purchases, feel free to reach out. Were happy to assist.
  
  Grill Rescue Customer Experience Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23565171
  
  I am rejecting this response because:
  

  I am not satisfied with the refund amount.  Requesting $100 since 156 in charges not received 

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

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair 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.

  I placed an order on June 12 for Fathers Day and paid shipping for a guaranteed arrival. The order didnt arrive. When I reached out on June 14th, I was told that one of the items was out of stock. No emails, no nothing, until I reached out though. I finally received my order over 2 weeks later. *** requested a refund for shipping, but dont respond.

  Business Response

  Date: 07/08/2025

  Dear *********, 
  
  We sincerely apologize for the delay in your order and the inconvenience this has caused, especially for an occasion like Fathers Day. After reviewing your request, we have processed a refund for your shipping fee. Please allow 3-4 business days for the refund to reflect in your account.
  
  We understand your frustration, and were working hard to ensure that situations like this do not happen again. Your feedback is very important to us, and we truly appreciate your patience throughout this process.
  
  If you have any further concerns or need additional assistance, please feel free to reach out.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/22/2025

   
  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,
  
  ********* *****