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Business Profile

Grills

LoCo Cookers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grills.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 8 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:07/01/2025

    Type:Product Issues
    Status:
    Answered
    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 loco grill in February 2025. I assembled the grill in May. (It was stored in a garage in the original packaging until assembly. Shortly after assembly I used the Loco and it worked great. A week later I went to use it again and it didn’t work as the control knobs were no longer receiving power. (Confirmed that the outlet is functioning properly). Reached out multiple times to Loco via website submission and phone regarding warranty but have been ignored.

    Business Response

    Date: 07/11/2025

    Good day,

    LoCo has been attempting to contact **. ****** via phone to try to resolve the situation, and he has not responded. Last voice message was left on 7/1 at 3:30.

    Attempt today to reach **. ****** resulted in an answer by what seemed to be an office assistant that advised she would forward the required proof of purchase required for a reimbursement.

    Once Loco receives the required information we will process reimbursement for the unit for the purchased price.

    God Bless,

    Tonya

  • Initial Complaint

    Date:06/13/2025

    Type:Product Issues
    Status:
    Answered
    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 griddle from the company on April 29, 2024. It stopped working before the one-year warranty expired, and I have been in contact with them for almost two months. They said they will ship out a replacement griddle. However, they claimed for 2 months that they didn't have any to send. But their retail locations are receiving the product. I have sent seven emails requesting updates and/or replacement parts for a product that has failed. They acknowledge that their product has failed, but they have been unable to rectify the issue. But they keep telling me that I have to wait until they get stock. I'm not sure how a $10 million-plus company had ZERO stock to do what they say they will do. I have even asked them to give me a credit, and I'll purchase a larger unit and pay the difference; however, they again supposedly don't have stock. All I want is to be able to use the product I paid for, but I'm unable to do so because they offer no solutions. I feel that is beyond acceptable, and I am hoping that you can get them to make it right.

    Business Response

    Date: 06/30/2025

    Our customer service team spoke to **. ******** regarding his issues with the unit and we offered him reimbursement for his griddle and the cover he purchased for it.  On 6/26 LoCo sent via *** on tracking # ****************** two checks.

    Check # ***** in the amount of $219.00 and check #***** in the amount of $35.00 direct to his home.

     

    Thank you.

    Customer Answer

    Date: 07/01/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and At this point an acceptance as I don’t have a choice and just will make sure never to buy one of their products again. Appreciate you and your help. Hope you have a great week.



    Sincerely,

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

  • Initial Complaint

    Date:06/03/2025

    Type:Service or Repair 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.
    Company claims 1 year warranty for their products. Product became defective within the timeframe of the warranty period. A customer service telephone number and webpage contact form is displayed on company’s website. I have attempted communication with this company on several occasions in order to file a warranty claim for a cooker purchased on 5/25/2024. First contact was attempted online on 5/21/2025, with no response from the company. Second contact was attempted by telephone on 5/23/2025. A detailed voicemail message was left. I received no return correspondence. Third contact was attempted via online contact submission form on 6/3/2025. A fourth communication attempt by telephone was also placed on 6/4/2025. Another detailed voicemail message was left. To date, I have received no correspondence from Loco Cookers.

    Business Response

    Date: 06/27/2025

    **. ***** spoke to our team on 6/26 regarding a replacement cook top for his griddle.  An order was placed to ship direct to his home at that time.  Order # ******* will be delivered to him via ***** leaving ******* to ******** which may be a six-day travel time.

     

    Thank you.

    Customer Answer

    Date: 07/08/2025

    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:06/02/2025

    Type:Product 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.
    Reported a warranty issue back in July 2024. Was told a replacement griddle would be sent however they were on back order and would take 4-6 weeks.
    I contacted LOCO every few months and was told it was still on back order. Around March I reached out again and was told that they were unable to send a replacement. I was promised a refund check. I submitted the documents as requested and was told a check would be sent within 60 days.
    After 60 days I contacted Loco. Once again they did not deliver as promised. They told me check was printed awaiting their finance department to mail. As of today still have not received…nearly 90 days and the refund has not been received as promised.

    Business Response

    Date: 06/23/2025

    Good afternoon,

    Mr. *** ******* was provided a check refund in the amount of $769.44.  The reimbursement left our office on June 13th on *** tracking ******************.

    The tracking indicates he received it on June 17th at 5:53 PM.

    Thank you and apologies for the delayed response.

    Tonya

    Customer Answer

    Date: 06/24/2025

    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.




    Sincerely,

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

  • Initial Complaint

    Date:05/27/2025

    Type:Product 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 bought a two burner griller six months ago and I am just now taking it out of the box. Model number: **********. I went to start it up and it doesn't ignite all I hear is a clicking noise. I do not smell gas. It is just clicking. I would like my money back or replacement.

    Business Response

    Date: 06/24/2025

    Good afternoon,

    We have made arrangements with **. ******* to forward her a reimbursement check for the purchase price of the LoCo product.

    Thank  you.

    Business Response

    Date: 06/27/2025

    LoCo has been waiting for a reply from consumer for her to provide a proof of purchase so we may do a reimbursement.  She is currently working on obtaining this information to share with us so we may proceed with reimbursement. 

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair 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 contacted Loco on ******** regarding a non-functioning griddle, within the 1 year warranty. On ***** Loco elected to refund the purchase price of the griddle in lieu of trying to fix it, which was satisfactory to me. Upon not receiving the gift card by late ********, I contacted them to follow up on *****. Customer Service advised on ***** that the card may have just been mailed and to follow up with them in a week if not received. No gift card was received a week later and I have subsequently followed up with them on ***, ****, and ****. While receiving responses each time, there was nothing of substance provided to resolve the situation, and no proactive communication to advise what steps they are taking to resolve. I advised them in my **** email that I would be filing a BBB complaint if the refund isn't received shortly, so here we are...almost 3 months past the date of the issue, with no refund received, and no communication from Loco to indicate if I will ever get my refund.

    Business Response

    Date: 02/24/2025

    Business responded directly to the consumer

    Customer Answer

    Date: 02/24/2025



    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.

    **** *****
    *** *** ****, 
    t

    Hello ****, I wanted to let you know the reimbursement from Loco Cookers has been received and the check has been deposited.  I am good with this resolution.  I really appreciate the assistance BBB provided in facilitating communication to drive a resolution.

    Thanks!

    **** *****

     

    Sincerely,



    **** *****

  • Initial Complaint

    Date:10/09/2024

    Type:Product 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.
    10/3/2024 we went to use our flatop grill and the electrical is not working. I contacted the company via the email support on the website on 10/6. The rep is now stating we are just past one year warranty and they do not have the parts to fix it. Spending this kind of money and they have no resolution shows very poor quality for a company.

    Business Response

    Date: 10/11/2024

    Good morning and thank you.

    LoCo has been working with Ms. ***** regarding her LoCo 36" Griddle since her first contacting us on October 7, 2024.   On October 9th, she was informed that we would be forwarding her a replacement unit.  The order # ******* was provided to her in an email.

     

    LoCo considers the situation with Ms. ***** concluded.

     

    Best regards,

    Tonya M****

    Customer Experience Manager

    Customer Answer

    Date: 10/11/2024



    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:08/26/2024

    Type:Product Issues
    Status:
    Answered
    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 have had two (2) loco flat top grills, both have had issues with working and have had to personal repairs to half way get them to work. After the second grill failed I emailed loco to try and get my money back and they refused since they have already replaced the unit. Their product is subpar and needs to be taken off the market so others do not have to purchase junk for such a large price.

    Business Response

    Date: 08/29/2024

    Good morning,

    LoCo and Mr. ******** have reached an agreeable arrangement regarding the replacement of his Loco Digital Griddle.  He has agreed to accept one of our Classic griddles as replacement. Please see attachment.

     

    Thank you,

    Tonya M.


  • Initial Complaint

    Date:05/22/2024

    Type:Product Issues
    Status:
    Answered
    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 one of their products from **** *****, which is a 36 inch Loco griddle. First time I use it I’m getting error messages and according to their manual pieces need replaced getting a hold of Customer Service for this company is like pulling teeth. The option they gave me was to send me the replacement parts. I tried to explain I don’t have a clue on how to assemble valves and what have you for for a grill and I’m concerned that if I damage it trying to repair it with replacement parts, they are going to refuse to do anything for me. That is according to Customer Service Rep. It is very frustrating as I just bought this grill on Sunday 5/19 and this all started occurring on 5/21. I’m not asking for anything unreasonable, but as this girl is supposed to be Brand New, I’m having issues Already I would like them to just exchange it come get the grill I bought and replace it with the same exact model. Apparently they won’t do that though..

    Business Response

    Date: 05/24/2024

    Good morning,

    Thank you for giving LoCo the opportunity to reply to the filed consumer complaint.  LoCo values our consumers and want their experience with our products to be a positive and fulfilling time.  Mr. ***** purchased our 36" LoCo Series II griddle from his local **** *****.  He had them assemble the unit. LoCo markets the units as unassembled in carton.

    The product not functioning correctly is definitely a situation that LoCo takes ownership of and according to the Warranty coverage provided Mr. ***** with the replacement parts at no charge. Mr. ***** requested LoCo replace the entire unit and indicated the warranty parts were not acceptable; "Yeah, that’s honestly beyond my
    comfort level and my skill set".

    LoCo has since placed an order for a new unit to ship to Mr. *****.  However, since LoCo markets the units as requiring assembly, he will need to do the assembly on the replacement unit.   Attached you will find the email correspondence with Mr. ***** along with the order voucher for the replacement unit being forwarded.

    Again, we appreciate the opportunity to respond to this complaint.

    God Bless,

    ***** *

    Customer Experience Manager 

     

     

  • Initial Complaint

    Date:03/22/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Bought their product and it was immediately defective out of the box giving an "Err3" error code. Which based on their manual, said to reach out to Customer Service for more help. Reached out to Customer Service for assistance and they have not been helpful whatsoever. No updates throughout the process, after 3-4 emails I find out the part I need is on backorder. Once the part was finally in stock I never received a proactive email informing it was sent, I had to reach out again (seems like they totally forgot about me). Then I was lied to by being informed the part was shipped out on ******24. No tracking # was provided to me at that time. I then reach out again to obtain a tracking #, got one and after researching it found that it was shipped out the following week on ******24. Now the package is lost and no where to be found, I've contact *** and they informed me that it was delivered to the wrong address and there was not much they could do. At this point I am owed an entirely new griddle. I have no faith in this company to have even shipped direction on how to install the part that I need. I am beyond frustrated with LoCo griddles and their level of "Customer Service".

    Business Response

    Date: 04/02/2024

    Good afternoon,

    LoCo reached out to Mr. ******** on Monday, April *** to in response to a social media post he shared on the LoCo IG.  We expressed our apology for the customer service failure on top of the product failure and informed him that we would be shipping him a replacement unit.  The replacement unit is actually our upgraded griddle. 

    He accepted the offer of a replacement unit on ********24. LoCo considers this a resolved issue.

     

    Thank you,

     

    Tonya M

    Customer Experience Manager

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