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Business Profile

BBQ Supplies

Weber-Stephen Products LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in BBQ Supplies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:07/16/2025

    Type:Service or Repair 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 ordered a new Weber Traveler Compact grill a couple of weeks ago. I set it up according to the instructions in the manual, and everything was working as intended. After the initial disposable gas canister was empty, it is unable to be removed from the grill. This is apparently a known issue. I reached out to Weber and they offered some solutions that didn't work, they then automatically ordered me a replacement part. I am uncertain if I have the tools/know how or will even be able to replace the valve with the gas canister inside and unable to be removed. I'm willing to try but I'm not interested in buying additional tools if they won't provide them and I'm uncertain if it is even safe to have an untrained individual trying to replace a gas valve (particularly with all of the warning and dangers associated). I called Weber this morning and they told me they can only send an updated part under warranty and are unable to refund or replace the entire unit since I have used it. I informed them that this is a manufacturer error and there was no way to even know about the error without using it. The grill is defective due to a manufacturing fault that renders it unusable. Under the implied warranty of merchantability and applicable consumer protection laws, I'm entitled to a working product or a refund, even if the product has been used. If they are unwilling to refund or replace my grill I will seek appropriate legal response.

    Business Response

    Date: 07/23/2025

    Weber apologizes for the frustration that Mr. ****** experienced recently with his grill.   A member of the *************************** team attempted to reach Mr. ****** by phone multiple times but was unsuccessful with making any direct contact. Weber has also reached out to Mr. ****** by email and is awaiting his response.  Mr. ****** was provided with the direct number to reach a Weber **************** Supervisor if he has any further questions or needs further assistance.  We hope to hear from Mr. ****** in due course.

  • Initial Complaint

    Date:07/09/2025

    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.
    the damper handle from my grill cover melted in the heat while using the grill. I have called several time to file an warranty claim and sent pictures and I am just getting the run around. I want the grill cover replaced

    Customer Answer

    Date: 07/11/2025


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

    Sincerely,

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

  • Initial Complaint

    Date:07/01/2025

    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.
    Date of transaction: December 2 2021 Serial number ********* Under Warranty. Grill was lightly used and on a covered porch so it looked in very condition and estimated use was maybe 25 times. Part that failed was regulator has a small crack which leaked gas and ignited during ignition Damages were to the outside of grill and the plastic flip tray - melted Fire was approximately 3 ft tall and would not extinguish by turning off the gas k*** Portable propane canister was brand new and was directly being burned by the fire. It is a miracle there was not someone injured as there was an immediate violent flame that burst under the regulator. Consumer help from weber offered me a new regulator or discount on a new grill which amounted to about 60 dollars approximately. Due to the violent nature of the event I do not feel comfortable installing a new valve on this grill and also this does not replace the plastic melted tray that is attached. I made this known to Weber and they did not reply to that point. I asked if I could obtain a $244.00 credited toward another item since I no longer am able to get the Q2200 as it is discontinued. The consumer help from Weber declined this request..

    Business Response

    Date: 07/02/2025

    A member of the Weber *************************** team spoke with Mr. ***** on 7/02/2025 to discuss his dissatisfaction and apologize for the customer experience he received. Appropriate actions have been taken to resolve this complaint.  Mr. ************** provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim. 

    Customer Answer

    Date: 07/03/2025

     
    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.

    They offered me a replacement that was sufficient. 



    Sincerely,

    *** *****

Weber-Stephen Products LLC is NOT a BBB Accredited Business.

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