ComplaintsforBBQGuys.com

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Lion Propane Double Burner 6/20/23. In March 2024, one of the burners started not to work after minimal use. I reached out BBQ guys regarding this issue, after weeks of back and forth sending them videos and pictures. They told me it was a valve and would be sending a replacement part for the valve. I needed to watch youtube videos in order to replace that part myself. I am not equipped or licensed to work on gas products. They told me to search for a gas plumber myself and they would not pay for the plumber. I thought I had bought a quality product since I paid almost 700 for the Burners. Save yourself the headache and buy somewhere else. Its ridiculous for a company to expect the customer to do repairs. Since I am not a gas plumber and don't know what I am doing there there is no guarantee yhe repair wont fail and cause a fire at my house. Bbq guys and Lion don't care for the customer or the product once it sells.

  Business response

  04/18/2024

  Hello,

  We apologize for the issues the customer is experiencing with their order. We have reached out to the customer and advised that while the manufacturer does offer a one year warranty, that warranty does not include service or labor; however we have offered to have the whole unit replaced to satisfy the customer. The customer has accepted the offer for a whole replacement and we have created replacement order N216414335 for the customer. We advised him to reach to us again should he need further assistance. Thank you!

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21567885, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **** ******** *******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have received an email stating that my item is going to ship on "X" day and have received 3 different emails stating a different day each email. I keep getting the runaround. If they do not physically have the item in stock, they should not have taken my money.

  Business response

  04/12/2024

  I truly apologize for the inconvenience with this order. We have been having difficulty with production and receiving this item from the manufacturer. We kept this customer updated along the way as we got updated. We have apologized to the customer and refunded him in full for this item.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought an expensive BBQ, they then send it with a third rate carrier that hands off the BBQ to another company. It has been sitting in Portland for 5 days and was suppose to be delivered March 12. I spoke to *** a few times and they don't know when it will get delivered and BBQ guys was not helpful and will make me pay the shipping fee's. I had to cancel a vacation that I was trying to take before going back to work, now I can't go not knowing what the status of this BBQ is now and I am not paying for a return fee for them using a bad carrier. ***** *** and ***** would have had that delivered by now if they used real shippers. Possibly even Oak harbor freight lines even though they are haphazard how they work but are another cheap company. Not happy

  Business response

  03/29/2024

  Order *********** was placed on Tuesday, 3/5/24 at 12:03pm. At the time the order was placed our website stated it would leave the warehouse within 24 hours. This order was shipped and picked up by *** Carriers on Wednesday, 3/6/24 under tracking #: **********.
  
  As our website states under the Shipping Section / How We Handle Shipping
  "We reserve the right to choose which freightway carries your shipment. We don't, however, control the shipping companies themselves, whether it's a standard courier or a freight carrier. Once a shipment is in the hands of the delivery company, we can't change shipping addresses or arrange for delivery to happen on a certain day. We can provide approximate delivery times, but that's only based upon the information the delivery company makes available to us."
  
  In this case Mr. ******** final delivery was being handle by *** Carrier's partner carrier ******* *****. Mr. ******** shipment was delivered and signed for on Friday, 3/15/24. We apologize for any confusion and or inconvenience caused by this delivery. If Mr. ****** needs any additional assistance, we are happy to assist.   
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold a tv as an outdoor, weathered Samsung tv. After having issues with the tv, Samsung confirmed the model number is not an outdoor tv.

  Business response

  03/07/2024

  We have reached out to this customer and explained to him what makes this TV outdoor rated. We are taking care of this customer by providing him with a credit in the amount that he paid for his TV so that he can purchase a new TV.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a mistake and purchased a $5000 grill from BBQ Guys . Grill arrived scratched , missing screws and more. I used the grill 3 times only so far and I have had to call Napoleon ( grill brand ) like 10 times because I have had multiple issues with my grill . Lately today one of my knob's lights went bad on it and the knobs stopped working , a week ago the temperature gauges are foggy when the grill is hot and I could barely read them . The control module is acting up because the lights are coming on and staying on and more issues. I will never purchase anything from BBQ Guys and will never recommend anyone to purchase anything from them because Napoleon is hinting to them that they sold me an old and possibly faulty unit and that they did not test the unit or check for missing parts. The Grill needs to to replaced with a brand new one and have this picked up immediately. BBQ Guys this is not acceptable and needs immediate attention.

  Business response

  02/16/2024

  We have been working with the customer on this and the customer agreed to a new grill. We have shipped the customer out a new grill.

  Customer response

  02/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21223671, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Grill was not shipped as advertised. There was a "redesign" that was not shown or described to the customer that prevents the rotisserie from working properly. If the website was current based on what I was to receive I would not have purchased. The problem is there are bars that cant be removed, notice the "as advertised" pics what do not show the bars vs the "as shipped" pic which shows a white piece of paper under the bars that cant be removed because of the redesign. Since the bars cant be removed I have been instructed to position the meat between the bars. This is not always an option and when you do position the meat between the bars 1 side cooks hotter than the other and the food does not cook even like it should. This is unacceptable for a high end grill that should be brought to the attention of the consumer. when I reached out to the the manufacturer they were not even aware of the redesign at first. Attached is the full dialogue and below are the 3 different answers I received. 1st response to me after questioning: Those rods are in our newer models, they can be removed from behind the unit, but it's not the most fun thing to do 2nd response: The bars help the structural integrity of the firebox. While we do not have an immediate or direct solution 3rd response (voice mail) There is no way to remove the bars and there is nothing that can be done other than cooking smaller meats or working between the bars. And it shouldn’t matter since it’s a 15lb maximum limit anyway! As you can see by the 1st response I was told to remove them because I have a new model but then I was told they cant be removed. The above and attached was a conversation with Blaze grill (BBQ guys sister company). I also reached out to (2) contacts at BBQ guys with no response. Due to not getting what was advertised I am requesting authorization to return the grill. What I purchased vs what I received is not the same. Order # ***********

  Business response

  02/09/2024

  Hello,

  We at BBQGuys have been working with Mr. ***** on this issue. We have decided to let him keep the grill and provided him with a full refund.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased items from the company months ago they haven’t shipped them out. When I call, email, or chat I’m told it’s andifffrnet department. They took my money but refuse to send out the product. When I did finally get in touch with someone they used very inappropriate terms and yelled at me saying things take time. I’ve tried emailing multiple more times. I wrote on Facebook instagram with no luck receiving g the product or getting my money back

  Business response

  01/23/2024

  On Sunday, November 26, 2023, ****** ***** purchased both the Drip EZ Rest EZ BBQ Blanket - BLNKT-1 and the Drip EZ XL BBQ Prep Tub - Classic Orange - TUBLDXL-1, at the time of purchase the Drip EZ Blanket showed that it would leave our warehouse within 3-4 weeks and the Drip EX Prep Tub would leave the warehouse within 24 hours. The prep tub was shipped out the next business day on Tuesday, November 28, 2023, via FedEx and delivered To Ms. ***** on Thursday, November 30, 2023.  
  

  We received an update from the manufacturer of the Drip EZ Blanket regarding the item being held up in production. We notified Ms. ***** each time we received an update from the manufacturer. With each update we advised Ms. ***** that we understood if she needed to cancel and provided her with options to do so. I have emailed Monica and apologized for the delays and have offered to refund her for the blanket that is on backorder as well as keep her order with us. I also advised that I will continue to monitor the order and provide tracking for the blanket once it shipped.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased a grill set up and a couple of days later I attempted to purchase a blackstone and any ounce of possible assistance/support has been nonexistent to a degree of being rude. I am missing reward points and I've been given 2 different timeframes of which both were incorrect. Finally, after a 3rd chat, this agent lacks any and all customer service skills. I am compelled to return my previous order and stop begging this company to facilitate my new transaction.

  Business response

  01/17/2024

  *****

  We are deeply sorry for the issues you've had with getting your reward points added to your account. This process typically takes 15 minutes, and anything beyond that would need to be manually added to your account. I am sorry for the delay with your request. I have personally went into your account to ensure that we've added 2916 BBQGuys reward points due to you from your purchase on order N215986850C, and I have added an additional 5000 BBQGuys reward points for your troubles. 

  Again, we are sorry for the delay with this and we appreciate your patience. Please do not hesitate to reach out to me, or our Support Supervision team personally should you need anything else.

  Customer response

  01/17/2024

  I attempted to use this today and the total changed after placing my order. I replied to the email I received and of course there was no response. I’m baffled by the lack of response and customer service from this company. And beyond that highly concerned. 
  

   

  
  Complaint: 21156812
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Business response

  01/18/2024

  *****
  
  It looks like your points did not process when you placed the order, and the order took the whole amount from your card. Therefore, I have cancelled the order and refunded you in full. An email confirmation has been sent. I recommend placing another order by calling in so that we can properly place the order with your points.

  Customer response

  01/18/2024

  
  do you understand how frustrating this is for the customer?! Why am I having to work so hard to spend money with you all?! Could you not have manually adjusted the transaction to simplify it on my end aka the customers end?!

   

   

  Complaint: 21156812
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Business response

  01/18/2024

  I just tried to give you another call. There should be an option to click "use reward points" at the bottom before submitting your order. I do believe the reason for the mishap is because of our current system changes that are happening. 
   
  I'm going to keep the order open and have your item shipped, but refund you in full to you as a courtesy due to your issues. 
   
  I can understand how frustrating it can be and I know you are trying to be patient with us. I am going to send you another email about your refund, and again, this order will remain open with us. 
   
  You can check your order status here ********************************************************************************************. 
   
  Should you need anything else, please reach out to me. 

• Initial Complaint

  10/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Lion Premium grill from BBQGuys.com on 5/28/2023, price $1,860.06. I received the grill and installed it to the specifications. The grill does not work properly. It does not cook evenly on the same burner and across burners. I constantly have to move the food around and steaks are cooked on one half and not cooked on the other. same with chicken and other food. My next-door neighbor has the same grill and when I use his grill it works as it is supposed to. When I use my grill, it does not cook evenly – there is a clear difference. I have asked for someone to come out and see for themselves and they refuse, they keep saying that there is nothing wrong with the grill. Having to continually move food around the grill is not how a grill is supposed to work – there are numerous videos supporting this – even Lion has a video about grilling surfaces! I filed a complaint with BBQGuys.com and they sent me a regulator to be installed thinking there was a pressure issue with my propane source. I hired a professional installer that charged me $225 for installing the part and doing a pressure test. At Lion’s request, I removed the regulator. I even attached it to a separate propane tank, with the out of box connector and had the same results. I moved the burners, I used compressed air to clear and possible debris. Lion is stating it is working properly, when it clearly is not. I am asking that someone be sent out to fix the grill or replace it. It is under warranty. Lion and BBQGuys.com are not honoring their warranty commitment.

  Business response

  10/16/2023

  Hello,

  This customer's issue has been resolved. We are picking up the grill and will issue him a full refund.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a grill from BBQ Guys as a 3rd Party retailer through ******** This was about a month ago. I received the grill about 2 weeks ago and it worked 3 times with in the first week of operation. It then caught fire (electrical) and ceased to work. I asked to get a refund and was denied because they do not take grills back because they can not be resold. I understand that but this would be an exception I would think as it could have caused property damage or worse. BBQ Guys does say they will warranty parts but other than that I have been told no refund. As you can understand I do not have faith in this grill at this point. ******* has sworn that they would take care of me but after more than 4 hours total and 8 different people I have been told to go kick rocks. At this point I will try to have them charged back but I should not have to go through all of this.

  Business response

  09/28/2023

  Thank you for reaching out to BBQGuys. We regret any inconvenience or frustration the customer experienced during the resolution process. We have refunded the customer in full for their purchase and advised the customer to donate or dispose of the unit. We will not need it returned. 

  Should the customer have any further concerns or require additional assistance, our customer support team is ready to provide the necessary support and address any remaining issues.

*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. ↩