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:05/06/2024

  Type:Delivery 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.

  may 1, 2024 $480.43 Emailed to cancel they shipped anyway Have numerous emails I can share.Have not been able to attach. How may I send?

  Business Response

  Date: 05/13/2024

  Hello,

   

  Thank you for reaching out! We are truly sorry to hear about your experience. While our team did handle the case correctly, we do thing there could have been more leniency given the situation. 

  You submitted a cancel request at 10am on April 30th. It was a regular business day, but with the influx of email requests, our team was only able to check those first thing in the morning before your request was sent. This is why our policy recommends calling our team. As mentioned, our warehouse works really hard to ensure we can get your order shipped as quickly as possible, and your order was placed on the 26th. Had you sent your request the same day you ordered or even during that weekend, we likely could have canceled it for you. 

   

  All of that being said, our team has decided to try and build in more time to check specifically for cancel requests despite the incline in other requests. We have emailed a few options to you. Please keep in mind that usually we cannot do anything with your order when there is a pending chargeback. We let our accounting team know and they will let us know if we hit any roadblocks in helping you with this return and refund.

   

• Initial Complaint

  Date:01/15/2024

  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.

  After receiving a new Blackstone Grill and setting it up, I discovered the right side will not work. I spent countless time troubleshooting through ******* at customer service. She determined it was a **** ****** valve; however, I was told they were on backorder. I have also expressed several times to ******* that even if they send me a new valve, Im uncomfortable working on a gas product due to safety concerns and lack of tools. They refuse to listen and are sending the replacement valve anyway.

  Business Response

  Date: 01/15/2024

  Hello,

   

  Thank you for reaching out! We are sorry to hear about your experience. My name is ***, and I handle all BBB requests. 

  I looked into your ticket more, and it looks like the part you need is actually shipping, and ******* sent a couple of seasonings for the wait you experienced. Tracking will be emailed to you shortly. 

   

  I am also sorry to hear you are uncomfortable changing it out. Our units go through extensive testing and the design is set up so you can safely change out parts on your griddle. We have instructions with photos that walk you through so that the change won't take more than 20 minutes. 

  This change out is more simple and quicker than disassembling a complete unit and setting up a new one. All that is required is a screwdriver. At this time, we do not have any other options available. If you have further questions, please respond to the email we send to you after this. 

   

  Best regards, ***

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21146520
  
  I am rejecting this response because: I do not have the tools and I feel uncomfortable working on a propane, gas unit.  I expected it to be in working condition when I purchased it.  If I wanted to buy a kit to build my own gas, propane grill, I wouldve done that.  If I dont get the part installed correctly, Ive seen tragedies happen with severe bodily harm due to Propane explosions. Again, when the unit was purchased, we were under the impression that it was in working order. It should not be my responsibility to work on/repair a faulty product.    
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/28/2023

  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.

  I purchased a 28" griddle for $400.I can get a 28" griddle for $197 from everywhere. They are charging me to ship it back, and are wanting to charge me a re-stocking fee. All I ask is for my hard earned money back. I don't want your griddle. I want to return it back to you and want a full refund. I would not have a problem with your so called return policy if you were not ripping off your customers.

  Business Response

  Date: 01/11/2024

  We contacted the customer a while back to sort it out. We offered a partial refund to get closer, but explained that we cannot match exactly due to an agreement we have made with our retailers to not compete with them in pricing. The $400 was a high number, and we found it was unintentional. The price has since been fixed and the $300 price will be honored for all other customers. We are not able to go any lower. ******* usually sells it for about $270, and had it on sale for $197. They often do heavier discounts towards the end of the season. 

   

  We did not hear back on the matter, so a partial refund was issued and the case was closed. 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21067679
  
  I am rejecting this response because:Good morning,

  
  

  Thank you for your response back, unfortunately I have been extremely busy and missed the email regarding the blackstone griddle. I have received the partial credit of $170, however I am not satisfied and would appreciate the full amount offered of $300. Again, I am sorry I missed the email communication and thank you for getting back to me with the provided solution.

  
  

  Thank you

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/31/2024

  Thank you for getting back to us! We apologize this has been so messy. That should have been sorted out. Please respond to the email if you do not have the full refund by the end of the next 3 business days. 

   

  Sincerely, ***

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21067679
  
  I am rejecting this response because the money still has not been received. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2024

  We are truly sorry this hasn't been going through. We sent the request, and it seems it was initially flagged since we already did the partial refund. I contacted the Accounting team directly to ensure this comes through and is approved. Please respond to our email if you do not receive the refund within the next 3-4 business days. 

   

  Sincerely, ***

• Initial Complaint

  Date:12/05/2023

  Type:Delivery 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 purchased a blackstone griddle over two mons ago and it arrived with the wrong part leaving it unusable as it was intended. I've contacted the company and have yet to received the needed parts needed.

  Business Response

  Date: 12/11/2023

  Hello,

   

  We are sorry to hear about this. After looking at your ticket, you were missing side shelf brackets, and although you are correct that it keeps you from using as intended, we hope it didn't keep you from using it altogether. 

   

  That being said, we show your brackets actually arrived last week and shipped out! Hopefully you still enjoy the compensation we sent to you for the inconvenience! You should get updates with your tracking in an email shortly. 

   

  Again, we apologize for inconvenient 8-week wait for the parts. They were unexpectedly delayed, but all our parts are starting to arrive slowly but surely. 

   

  Best Regards, ***

• Initial Complaint

  Date:12/05/2023

  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 new griddle from ****** for approximately $700+tax. Griddle worked well for 2 months until an unreachable internal s**** broke. I opened a warranty which was honored as valid, told parts were being ordered from oversees. No timeframe will or can be provided as to the arrival of the needed parts. Based on online reviews I do understand this is a known and re-occurring defect with this model of griddle. I have been waiting nearly 3 months since opening the warranty claim and have a griddle which cannot be used due to the defect. In my mind the warranty is worthless if the parts are not able to be reasonably obtained for repair. I am not confident the necessary part will ever arrive. I am also not confident that they will send me the part I need to actually remedy the issue I am having. For more information please reference support/warranty claim ******. I have emailed and called. The expectation of the manufacturer is that I should wait indefinitely for replacement parts which may or may not actually be coming. They are unable to provide any timeline at all. It literally could take 'several months' or even years to receive these parts and I do not find that acceptable. I have had a broken griddle for longer than I had an actual functional griddle.

  Business Response

  Date: 12/11/2023

  Hello,

   

  Thank you for reaching out! We are truly so sorry for this situation. It is not ideal in the slightest, and we understand you have been more than patient. Where this is not a model we carry directly in our warehouse, we do not even have full product we can pull from. The delays have been difficult as well. 

  After looking at your backorder, it looks like you have been waiting 6 weeks. Although you have been patient, we are looking into alternative solutions. I sent you an email with more information on what that looks like, and we hope to get a solution and hear back from you soon!

   

  Best regards, ***

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20962330
  
  I am rejecting this response because: My unit broke and I submitted my initial inquiry about repair/warranty claim on September 26th 2023. I have written correspondence with Blackstone to confirm this date. This is 78 days and much more than the 6 weeks you cited. There is no end in site. You have a warranty on this item and need to honor the warranty in a timely manner. If you cannot get the replacement parts needed in a timely manner than refund me for the purchase price and/or replace my unit please. Your response did not provide any sort of resolution it just kicked the can further down the road and that is not acceptable to me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/04/2024

  We definitely had a delay on our end where I was out of the office for the last week due to sickness, but we have found a resolution that would be quicker than waiting on the whole main body. An email was sent to **********************, and we both apologized and have placed orders for all the parts needed. 

   

  **********************, 

  My apologies again for the inconvenience of your case. We definitely should have gotten this resolved sooner, and this information has definitely been forwarded to our quality team, our parts team, and our support team. 

  As mentioned in my email to you this morning, you should have all tracking tomorrow at the latest. Since I sent that email, I got the order with seasonings and hardware released to be packed first thing and sent out tomorrow (expedited). 

   

  Thank you for working with us despite the obstacles and delays. We hope you will be able to enjoy your griddle to its full potential after this. 

   

   

  Sincerely, ***

• Initial Complaint

  Date:11/21/2023

  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.

  This company is advertising black Friday prices directly through them but you can get the same grill through Tractor Supply for $250. Or even Walmart for $300. I asked for a price match at least since their "black Friday" prices are misleading. They don't want to do that. They want me to pay to send the product back. I tried to cancel within 24 hours but they already "shipped" it. So now I'm screwed when I can get the same grill for 250 right now.

  Business Response

  Date: 12/04/2023

  Hello,

  
  Thank you for reaching out! We are sorry to hear you are upset with our support team and policies. We would like to offer more clarification.

  
  Whenever an order is placed, you can definitely submit a cancelation request. Our team works hard to ship orders as quickly as possible, especially with all the holidays coming up. Because of that, we can never guarantee it will be able to be canceled. Although the label said it created later in the afternoon, that can just reflect when the item was scanned in initially. Most of the inventory in our warehouse ships before 11:30am.

  
  We also had a Black Friday Price Match Guarantee listed on our website. The ad said, "Black Friday Price Match Guarantee" and then had a link to read more details. This opens up an FAQ that explains multiple times it only applies to griddles on blackstoneproducts.com. A lot of times, our pricing is higher because we do not compete with our retailers. We also sell at MSRP, and some of our retailers import their own inventory and get better pricing that way.

  
  It is never our intention to make you feel mislead. We do our best to put as much information out there as possible. That being said, we covered the shipping of the griddle to you, and cannot cover the return shipping based on this request. If you have any further questions, please let us know. We apologize that we cannot offer what you are looking for.

  
  Best Regards, Jen

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  Bought a pizza oven that had difficulty lighting over time until it became impossible to light. I performed troubleshooting measures as advised by a tech. They failed and the tech advised the "main body" of the pizza oven needs to be replaced. I was advised the part is on backorder with no eta.Once it does arrive, I am expected to make the repair. I asked for a replacement oven or a refund and was advised that is not possible.I want use of my $800 pizza oven restored or my money back.

  Business Response

  Date: 12/04/2023

  Hello,

   

  We spoke directly to this customer the day this complaint was filed, and after a lot of conversations internally, and collaboration with other departments, we were able to part out full product to fulfill backorders for customers like **********************. Those parts were shipped last week, and they should all be receiving them within the week. 

  Although it was not resolved in the manner we would have liked, we were able to correct the issue. Should anything else come up, ********************** has a direct email with Support management. 

   

  Sincerely, ***

  Customer Answer

  Date: 12/05/2023

   
  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:11/08/2023

  Type:Delivery 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.

  Received a pizza oven as a gift in July 2023. Worked two times then can keep the burner lit. Company indicated the would replace the bottom portion of the oven but could not provide a ship date. Three months after my complaint and they still cannot provide a ship date. I requested a new oven and was told no. Mean time the clock is ticking on the warranty.

  Business Response

  Date: 11/09/2023

  Hello Mr. *****,

   

  This is Jen, we spoke a little while ago. I also handle the BBB cases, and I was sad to see the case was not resolved how we had discussed previously. I have since taken the case and spoken to the agent involved before to make sure this is avoided in the future. You should already have that email in your inbox, and I look forward to hearing back. 

   

  In general, it is never out intention to keep you from enjoying your pizza oven that long, and your request for an extension on the warranty was reasonable and should have been accommodated. I hope we can still make this right for you. 

   

  Best Regards, Jen

• Initial Complaint

  Date:11/04/2023

  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.

  We purchase the Blackstone Tailgater in December 2022. We’ve been happy with it, but the paint has been chipping off and rust appearing in multiple areas. First the griddle hood started to chop pain and rust. In January, I emailed Blackstone with photos and copy of the receipt, Blackstone responded quickly and sent a new hood. Then other areas continued to go bad. I sent several emails to include photos with no response. Finally got a response that Blackstone would send replacement parts. I requested just a replacement unit, Blackstone replied stating the Tailgater has been discontinued. I replied stating a replacement of a flattop griddle would be fine (the 36” griddle is actually a cheaper unit). Blackstone insisted on sending multiple replacement parts, some which are on back order and I’m responsible for rebuilding this defective grill combination. Not what I would have expected from this company. Our Blackstone continues to deteriorate (it is kept out of the weather), I never expected that I’d be rebuilding our unit one replacement piece at a time. We paid $449.00 + TX tax

  Business Response

  Date: 11/09/2023

  Hello,

   

  Thank you for reaching out. We are truly sorry to hear about your experience. We never like to see powder coat that doesn't last as long as it is supposed to, and that definitely isn't the norm. 

  I am also sorry to hear that you were unsatisfied with the help offered. We can understand where you are coming from. We have reviewed this with the agent involved, and you should receive another email from us shortly with some additional options. 

  We look forward to helping you get this resolved. 

   

  Best Regards, Jen

• Initial Complaint

  Date:10/01/2023

  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 this item for a big bbq/birthday. Entire unit was poorly made. None of the holes match on the actual grill unit. There even holes that should be on the main unit that they didnt even bother to put holes at so accessory Swaps wont work.all the years I have been grilling I have never had a unit where the main Blackstone grill itself is missing so many holes and so many hazards. I contacted customer support and was basically told oh well deal with it.Im asking for Blackstone to ship me an updated unit that works and accessories that actually go and fit with the unit. The product that they are selling at stores like *********** Lowes etc need to be recalled because they are defective

  Business Response

  Date: 10/13/2023

  Hello,

   

  We are really sorry to hear about your experience! Our team is here to help, and I cannot find any emails or phone calls from you in our system. It is hard to imagine our team telling you that we can't do anything, especially if that is how your griddle arrived. 

   

  I personally sent you an email to help you get this taken care of. If you can respond there, we can help you better. 

   

  Best Regards, ***