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Business Profile

Cooking Utensils

Blackstone Products
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 98 total complaints in the last 3 years.
  • 33 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2024

    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.
    Blackstone 2022 pellet grill and griddle

    Business Response

    Date: 08/13/2024

    Hello,

     

    Thank you for reaching out. 

     

    We looked into your case and found that our team was able to help you get this resolved. 

     

    If you need anything further, please feel free to email us back in your case. 

     

    Best Regards,

    Jenecca

  • Initial Complaint

    Date:08/04/2024

    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.
    Upon assembling my Blackstone griddle, we realized that we were missing screws for the handles on the hard top. I have left a voicemail and two emails to the only address and number I could find for Blackstone Canada and have yet to heard back from anyone.I checked the US website but even if I wanted to order the parts and pay out of pocket they do not ship to ******.

    Business Response

    Date: 08/13/2024

    Hello,

     

    Thank you for reaching out. We are sorry to hear you haven't been able to get into contact. 

     

    Our Canadian Support team has been working on moving warehouses as well as offices over the last month, and it has put them behind in communications. 

     

    That being said, we forwarded your request to their manager so they can continue helping you. 

     

    Best Regards,

    Jenecca

  • Initial Complaint

    Date:07/29/2024

    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.
    Have purchased other products from blackstone (22'' and the 28'') from third parties ********* I updated my porch and decided to upgrade my griddle. So i purchased a 36'' combo. Received damage from the bottom you can hear the parts rattling inside. Didnt even bother opening. This was beyond frustrating and just didnt want the hassle to re order. Contact CS to start the return process. Understood the restocking fee (and they agent told me that this would be waived, i figured that its a wash between that and the return shipping) and told to pay for shipping. What they dont say is that you need to ship via freight. I'm getting quotes in the ***** dollar range, to return something that cost me ~$1000?!?!. Which i'm so confused as shipping to me was FREE!?UPS and ***** say nothing they can do. i contacted Blackstone numerous times and was told this is my responsibility. CS has been awful except for the first call, but now realizing that i never got full information. Should have read reviews, as this lack of customer service is standard for this company. this is beyond frustrating that a product arrived damaged and me as a customer is bearing the responsibility to make it right? This was my third purchase of a blackstone product. After this debacle is over, will be my last due to the service.

    Business Response

    Date: 08/05/2024

    Hello ****************,

     

    Thank you for reaching out. My name is ***. I sent you an email a few minutes ago with a better explanation of what happened, and a few options to help make this right considering our agent missed some information. 

     

    As mentioned in our email, you should have had more questions asked in your beginning phone call to determine there was damage. This would have led our team to offer different solutions than just having you pay to return the griddle. 

     

    Due to the misinformation, our team does have alternative options for you, and we look forward to your response. 

     

    Best,

    Jenecca

  • Initial Complaint

    Date:07/14/2024

    Type:Delivery 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.
    My wife and I had placed an order to recieve a grill around Fathers Day. My wife then requested a refund, and it was never refunded. It is said to be a 10 day turnaround and it has been almost a month. The order was in my wifes name, ******************** and our address is *************************************

    Business Response

    Date: 07/23/2024

    Hello,

     

    Thank you for reaching out! We are sorry to hear about this. 

     

    We found your support ticket, and it looks like our team tried multiple emails and phone numbers, but we could not find an order in our system. 

     

    Based on the information we received, it looks like your order may have gone through a scam website. We would recommend disputing the charge on your card and contacting your bank. 

     

    We are really sorry to hear this happened. If there is anything we can do to help, please let us know!

     

    Best Regards,

    ***

  • Initial Complaint

    Date:07/12/2024

    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 bought a blackstone grill. I had called them and there was no resolution I had also emailed 3 times with no response. My blackstone griddle came with a dent and the k**** are backwards and keep falling off. Where I cant even use it.

    Business Response

    Date: 07/23/2024

    Hello,

     

    It looks like our team contacted you last week and they were able to get this taken care of for you. 

     

    If you need anything further, please let us know! We apologize for the delay. We were much busier than expected, so our team was quite understaffed. We are already training more agents and making plans to avoid this next busy season. 

     

    We appreciate you giving us the opportunity to make this right. 

     

    Best Regards, 

    ***

  • Initial Complaint

    Date:07/12/2024

    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.
    Purchased a blackstone griddle some months ago and contacted customer service about the griddle being defective and having missing items that where supposed to be in set.the actual griddle does not fit nor lock into the griddle holes to hold it in place and missing holes to even sit top griddle part on top, missing metal cover to close when done. I also saw that this particular one is defective so not sure why this model has not been replaced and or marked defective.if family never would have used this before inspected could have caused yard fire.requesting black stone to replace the griddle set we have with a whole new none defective griddle.

    Business Response

    Date: 07/23/2024

    Hello,

     

    Thank you for reaching out again. It appears you tried to open a BBB complaint last fall, and we emailed you directly because we couldn't find any contact information or emails. We never heard back from that email. 

     

    I sent another email to you today in hopes that we can help you better. We do not have any communication history with the emails and phone number provided. We hope to hear back this time. 

     

    Best Regards,

    ***

    Customer Answer

    Date: 07/24/2024

     
    Complaint: 21979363

    I am rejecting this response because:I have not received any calls and responses to emails sent. As reported this entire item Im contacting because it is dangerously defective and asking for a complete updated replacement 

    Sincerely,

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

    Business Response

    Date: 08/05/2024

    Hello,

     

    We have both emails on file that were used in the past complaints. You should have received both emails from ********************************************* The most recent had a Subject line including your complaint ID: ********. Please check your spam or junk folder. 

     

    You may always call ******************** for assistance since we have not heard from you at all. I am sorry we haven't been able to get a hold of you. Our team is more than happy to help you with any issues on your griddle. I will try to call you later this week if not first thing tomorrow so we can sort this out. 

     

    Best Regards, ***

  • Initial Complaint

    Date:07/11/2024

    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.
    Purchased a 28 in griddle from ******* on 6/16/24 assembled my unit and noted several places of rust, chipped and peeling powder coat. I registered my product and read the warranty noting that the finishes are covered. I didn't take the stickers of of the unit and never turned it on . After a very laborious registration and extremely hard to find customer service link I was able to send an email about my issues. I received an automated email threatening to not contact them about my issue again or my case will be severely delayed. At this time it has been 3 weeks with no response and I have not been able to use my grill as I don't know what Blackstone will do with my issue. I have read several forum comments that they just don't answer customer warranty issues or when they answer they just give lip service and don't honor their warranty.

    Business Response

    Date: 07/23/2024

    Hello,

     

    It looks like our team already contacted the customer, explained the situation, and was able to resolve the issue with them. 

     

    If any further contact is needed, please let us know!

     

    Best Regards, ***

  • Initial Complaint

    Date:07/01/2024

    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 received a 2 burner griddle for Fathers Day and had difficulty during the first lighting. We discovered that the k**** was not pushing in the center post. We eventually stuffed some paper into the center k*** hole and was able to make it work temporarily. I would like to get two knew correct k**** Thank you.

    Business Response

    Date: 07/12/2024

    Hello,

     

    Thank you for bringing this to our attention. 

     

    Our support system does not show that ****************** has contacted us any time in the past, so we sent an email and are working on getting a new set of k**** sent out. We are just waiting for some griddle model information to be sent from the customer. 

     

    We hope this offer is satisfactory for both parties. 

     

    Best Regards, 

    ***

  • Initial Complaint

    Date:06/13/2024

    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.
    Purchased 22in blackstone adventure griddle. Have submitted 3 tickets to them as the grill does not ignite properly and the igniter are not functioning as they should. No one will get back to me. Was told by ******* to go thru Blackstone. Tired of the run around. Have owned one for many years and now ready to go to another company

    Business Response

    Date: 07/12/2024

    Hello,

     

    We appreciate you reaching out. We apologize for the delays you experienced in getting support. Our Customer Support team fell behind after the most recent holidays, and it took us a while to get caught back up. 

     

    Our records indicate that the necessary parts were ordered and have shipped out to you. If you need further assistance, please let us know in your ticket. 

     

    Best Regards,

    Jenecca

  • Initial Complaint

    Date:06/11/2024

    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.
    WIFE ORDERED NEW BLACKSTONE GRIDDLE FOR ME FOR FATHER'S DAY. ORDERED ***************** STORE , THEY DELIVERED. DECIDED TO TRY BEFORE FATHER'S DAY , FIRED UP , BBQ'D , THEN WAITED 2 HOURS , WENT TO FIRE UP AGAIN TO CLEAN SURFACE , WOULD'NT FIRE UP !! TRIED SEVERAL TIMES , NOTHING . BEEN TRYING FOR SEVERAL ************ , NOTHING !! CALLED ****** , THEY SAID CALL BLACKSTONE FOR WARRANTY HELP. BEEN TRYING FOR DAYS TO CONTACT BLACKSTONE , CALL , GET PUT ON HOLD FOR 15,20 MINUTES EVEN LONGER , THEN THEY HANG UP !! TRIED SUBMITTING ONLINE REQUESTS AS WELL , NOTHING !!!!!!! SO HAVE NEW GRILL THAT WON'T WORK & NO HELP FROM BLACKSTONE !!!! WOULD LIKE REFUND FOR THIS JUNK !!!!!!! THANK YOU !!!!!

    Business Response

    Date: 07/12/2024

    Hello,

     

    We did the necessary troubleshooting with the customer and we were able to come to a resolution that worked for the customer. 

     

    We are looking into where our phone system would have hung up on the consumer because our agents do not put customers on hold and hang up. We only had one call on record with the customer and the customer ended that call. We are pretty sure there was something wrong with our waiting queue that day, and we are working with our phone provider to find more details. 

     

    Best Regards,

    Jenecca

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