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:06/13/2024

  Type:Service or Repair 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.

  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:

  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.

  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

• Initial Complaint

  Date:06/08/2024

  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.

  Ordered on the memorial day sale online. Was supposed to be a pizza oven with a cutter, dough box, pans, and cover. All they sent was the oven. They will not answer the phone or emails. Cannot get a hold of them to rectify the problem.

  Business Response

  Date: 06/20/2024

  Hello,

   

  Thank you for reaching out! We apologize for the delays you have experienced in getting assistance. 

   

  Our Support team has been severely understaffed this season. We often try our best to plan ahead, and each year, we sell more Blackstone Griddles than expected. 

   

  That being said, our team has been working diligently to hire more help and do more emails each day. It looks like you recently spoke with our team and it was discovered our website had a glitch and didn't ship the full bundle. We also see that the order was placed for the additional items to be sent. 

   

  If you need anything else, please let us know! Thank you for giving us the opportunity to make this right.

   

  Sincerely, ***

  Customer Answer

  Date: 06/21/2024

   
  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:06/07/2024

  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.

  We purchased our Blackstone Grill model #1902 in July of 2023. We have used it about 6-7 times in total since purchasing it (we live in MN and did not use it during the winter months, but stored in a heated garage). We recently used it for the first time this year on 5/29/24 and noticed that the grill was not heating the way it should while we were seasoning it. My husband checked the propane tank and realized that the heat from underneath the grill had melted the gas line and it was leaking gas under the grill. Obviously this is a significant safety concern due to the nature of the gas leak and the open flame in the grill. We shut it off immediately and I reached out to Blackstone via their online chat with a request to be contacted. I was told I would receive an email to follow up, and never did. Additionally we noted that the design of the grill traps heat in the storage drawers below, and this melts any utensils or items stored in them. The drawers have to be emptied every time before use which also seems to pose a hazard. We find that overall this specific grill model and design create more hazard than benefit when being used.

  Business Response

  Date: 06/08/2024

  Hello,

   

  Thank you for reaching out! We are sorry to see this happened. 

   

  This is definitely something we can help with. We found the missed chat you mentioned and we emailed you a few options to get this taken care of. 

   

  We look forward to hearing back!

   

  Best Regards,

  Jen

  Customer Answer

  Date: 06/10/2024

   
  
  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:05/31/2024

  Type:Product 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.

  Recently bought a Blackstone from Lowes. The igniter worked the first time but not after that. I tried to call customer service ...waited about ***** and nobody came to the phone during business hours. The prduct is under warrenty, I want the igniter to be replaced so that it works!

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for taking the time to reach out to us! We truly apologize for the devastatingly long wait to talk to a live rep. 

   

  We are very short staffed at the moment, and despite recently doubling our team size, our busy season started much sooner than expected. We are hoping these wait times improve in the next few weeks. 

   

  That being said, we found a registration, so we sent you a quick email to verify information before we place an order. We hope to hear back soon! 

   

  We apologize again for the inconvenience, and we appreciate you giving us the opportunity to make it right. 

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  Purchased Blackstone 8/13/23 for $412.85. Set it up roughly a month later. Immediately I knew something was wrong based on this hissing/******* noise coming from the tank/regulator area. I leak tested and did not see any leaks prior to using.I reached out to Blackstone on September 29 and they sent me a new regulator after they had me send him some photos and videos of what was happening. Installed the new regulator... same problem. **************** then said it sounds like a gas/tank issue.Swapped tanks again... same problem. Said they would look into what could be causing the problem Blackstone customer service then said the noise wasn't a concern and that I "should be safe to use either of the regulators". I let them know I was not comfortable using the grill with this sound considering the risks involved with gas/propane. I asked if Blackstone would accept liability if there was an explosion or fire. They did not respond to my question. I also asked for a refund or replacement, which they denied.I mentioned that I've seen other peoples reviews and posts online of similar issues who've had it fixed by replacing the regulator, tank or tightening the connection. I did all of those things, in some cases multiple times. Still had and am STILL having the issue.I let them know I have children and can not have a risk like this. They then told me they ordered me a new regulator and gas rail but the parts are on back order and could ***********-8 weeks or possibly more before they will ship.I asked for a phone call and was told that likely wouldn't happen. I told them I cannot wait 6-8 weeks to see if this grill will work or not. I have never left a review like this in my life. This situation is ridiculous. They then said they don't think the sound is a problem, but that the grills aren't "supposed" to make that sound. But they don't think it's a problem. I want a refund and to never deal with this company again. Stay away!

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out to us. We are sorry to hear about the frustrations involved in your case. 

   

  It looks like this wasn't handled how we would typically recommend. We had our supervisor take over the case and work with the agent you were talking to before. That way there is an understanding on how this could have worked out better for you both. 

   

  Please watch for an email from us in that same thread. You should have it shortly. Safety is our top priority and we want to ensure you feel comfortable using your griddle. 

   

  Best Regards, 

   

  ***

• Initial Complaint

  Date:05/29/2024

  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.

  Purchased online February 2024. Assembled start of May. Orifice broke while converting to natural gas. Spoke to blackstone rep. Told no warranty because I used a third party kit since blackstone official kit was sold out. Also told 6 to 8 week wait. Summer will almost be over be the time this is resolved. How do you seriously tell a customer to pay for a warranty part and wait 2 months to get it on a brand new griddle?

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out! We are sorry to hear about this experience. We see you also left a review with us. 

   

  Our goal is always to help you the best we can. It looks like you were working with our Canadian Support team. They function similarly to us, and sometimes we run out of parts before the new inventory can arrive. It is never our intention to make you wait that long to get your griddle set up and ready to go. 

   

  We contacted them for more information on your case, and we will get back in contact with you once we have the full picture on timelines and expectations. Thank you!

   

  Best Regards, 

  Jen

  Customer Answer

  Date: 06/05/2024

  
  
  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.
  
  
  
  The supplier has contacted me and is shipping new part under warranty today.  While I am pleased to be receiving my needed part it's still disappointing that it took a complaint to the BBB to get Blackstone to do right by their customer.

• Initial Complaint

  Date:05/28/2024

  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.

  My wife got me a Blackstone as an early birthday/Father's day gift. It was purchased 05/27/2024 at ******. Upon getting it home and assembled it would not light on the left side, that is because the valve is locked up and will not push in. I cooked on one side, upon cleaning with the Blackstone brand degreaser/cleaner the pain is just wiping off. It looks like something off of Temu, only cheaper. I contacted support, no answer yet, I tried to call, on hold for 30 min, literally my whole lunch break. I reached out via live chat on their website just to be told "We can send you the parts to replace them." To be clear, that is a propane fueled gas griddle. Can you say dangerous... NO THANKS. I have no interest or qualification to build a gas griddle, if I could that I would make and sell my own, ones that don't scam people out of their hard earned money. $300 dolars is nothing to some people, that a lot of money to my family and I... Disgusted!

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out! I am sorry to hear about your experience with our griddle. 

   

  We understand that you invested a lot of money into this griddle. I reviewed the photos and it seems the silk screen is what is wiping off. It is what had our logo and igniting instructions. This definitely should not be wiping away like that. 

   

  Our team offered to send a new front panel and shelves that would be changed out with screws. Those parts would already be getting removed to change out the gas rail assembly. This rail assembly has the gas rail that attaches to your hose as well as screws that go into the valves to hold it onto the front panel. You would not be changing out individual valves. 

   

  Our team does extensive testing to ensure you have instructions that show how to change this piece out, and that it can be done safely and easily. 

   

  As offered in your ticket, we are happy to help you with this if you change your mind. Please just re-open your ticket, or you can start a new one by emailing ********************************. 

   

  Again, we want to apologize, and we hope you will give us the chance to make this right. 

   

  Best Regards,

  ***

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21769347
  
  I am rejecting this response because:
  As stated.. There is also a bad valve on one side. All I am asking is for what I paid for, this response asking me to rebuild the grill I purchased brand new is insulting. Tell you what, if I have to rebuild it, you guys need to pay me for doing so as I am sure you have workers that get paid to do these things. I just want a grill that works and that doesnt look like it came from ****. This is so disappointing from a company like this. I will accept a new grill that works out of the box, or a full refund and I will purchase a grill from a company that makes and stands behind a well made, worth the money product. 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/08/2024

  We are sorry to hear this. 

   

  We do not have a full 2355 in stock, and we do not have the main body assembly (burner box) in stock or we would send you the main body assembly. 

   

  If you would prefer we do a backorder for the main body, we can do so, but we will not have an ETA for when it will be in stock. Changing out the gas rail and front panel according to our instructions is a quicker resolution for you and all we can offer at this point. 

   

  Please let us know if you would like us to proceed with parts or the backorder for the main body piece. We would also be happy to email you a photo of what that backordered piece would be. 

   

  Best Regards, ***

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21769347
  
  I am rejecting this response because: I am not going to be like the other complaints I have read and be without a working griddle for 6 or more months. I paid full price for a new Blackstone, your lack of inventory as well as your lack of concern are ridiculous. I would like a refund. I cannot take it back to Lowes where I purchased it because I threw away all the packaging. I want NOTHING to do with your company. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/20/2024

  Hello,

   

  We are sorry to hear that. It seems in your last response, you mentioned you were going to return the item. 

   

  While we never want to make our customers do the extra work in returning for a different one, we always support you doing what works best for you. 

   

  If you have changed your mind, please let us know. 

   

  Best Regards,

  ***

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21769347
  
  I am rejecting this response because:
  Ya I dont want it at all. There is another company where I would much rather spend my money. I would like a refund on this grill. It is clear that your company has no interest in replacing it and having a company that doesn't keep its own product in stock blows my mind. I paid a sale price and all I want is what I paid for it. 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  Hello,

   

  We are sorry this has still been so frustrating for you. 

   

  As previously stated, we want to help you, and we offered to look into some solutions for you. You ticket was originally closed because you said you were planning to return it. 

   

  We are always happy to help and look into solutions. I sent you an email that you can look into and let us know if that will work. 

   

  Best Regards,

  ***

  Customer Answer

  Date: 06/25/2024

   
  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. The customer care team reached out to me via email and the resolution is acceptable. I appreciate all of the hard work they put in to come to an agreement that works for both parties. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2024

  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 am urgently writing to address errors on my credit report due to the sharing of my personal information with credit bureaus, which has caused significant financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be kept confidential.Additionally, according to 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not given.The discrepancies related to BLACKSTONE have negatively affected my financial situation and need immediate correction.Furthermore, compliance with 15 USC 1666(b) is crucial, as it prohibits creditors from treating credit card payments as late under certain circumstances.For your reference, here are my account details:Account Number: *************I urgently request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*************************

  Business Response

  Date: 06/03/2024

  Hello,

   

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

   

  We have reached out to our accounting department to see if they have any extra information that can help us get this cleared up. 

   

  In the meantime, please look for an email from ********************************* We will be reaching out to you shortly. 

   

  Best Regards, 

  ***

• Initial Complaint

  Date:05/23/2024

  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 purchased a $300-$400 E Series griddle from Blackstone less than a year ago. Since purchase; it has not functioned properly. It shuts off repeatedly every time I use it. As a result it does not cook anything, which is its sole purpose. I reported the issue to blackstone within warranty and they promised to send me replacement parts. They never sent the replacement parts. When I follow up asking when I can expect the parts, they close my support ticket without explanation. When I call customer service, they put me on hold (for an hour) and then never answer the phone again. They kept me on hold for an hour today, briefly answered, and then put me on hold again until the business closed for the day! Now; my warranty is about to expire and Blackstone is doing nothing to help.

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out. We are sorry to hear about your experience! We are sad to see this come through, and we are a little bit confused as well because we had just talked to you on the phone the day before and had given an update. 

   

  We are truly sorry that we don't have the main body in stock right now. It looks like there were other parts on order that did ship to you. We only have three phone calls from the number you provided, and none of them showed as putting you on hold until our business was closed. The most recent call was with one of our agents and we explained that we had parts on the way and we apologized for the delay. We also mentioned that your warranty expiring would not change our ability to help you. Especially because the order is placed, and if you were to have issues with the new base, we would be more than happy to help. 

   

  I do see that your email case was closed before you got a response. We are not sure why that happened, but that was before you called in and spoke to our team. It should have stayed open until you got a response. 

   

  If you have any further concerns that we did not address in that phone call, please let us know! If you email back in your ticket thread, it will re-open the ticket. 

   

  Best Regards,

  ***

  Customer Answer

  Date: 06/04/2024

   
  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,
  
  ***********************