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:09/19/2023

  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.

  I bought a new pizza oven in May. It lit 4 times then was unable to keep flame on. I contacted the company in early June. They said they would send a replacement part and send me a check for $50. I have received neither yet. They originally told me I would get the part by the end of August. Now they are saying no promises but hopefully by the end of this month. I bought a new pizza oven in spring and have not been able to use this entire summer. There $50 comp is laughable even though I have not received it yet. Ive been very patient but Im done with that. I asked if they could send me a whole new one and was told they dont do that

  Business Response

  Date: 09/21/2023

  Hello,

   

  Thank you for bringing this to our attention. We are so sorry to hear about your experience. 

  It looks like you have worked with multiple agents, and a lot of information has been lost in translation. My goal is to streamline that for you from now on. 

  We have experienced quite a few delays this summer getting parts for our newer items, and it has caused some backorders like yours. Our team was able to get permission to part out full inventory to cover orders like yours, but we are short-staffed at the same time. We are working on expanding our team and making time to get these done as quickly as possible, and I want you to know we are not trying to make you wait any longer than necessary. 

  I sent an email to you about the refund. We don't have the funds you used to purchase the griddle due to it being purchased via one of our retailers, so our team is doing their best to get a partial refund approved. We can normally only do that if it was purchased from our website. I also sent over an offer for some accessories, and I look forward to hearing back! 

   

  Best Regards, ***

• Initial Complaint

  Date:08/11/2023

  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.

  Order for the 36" Griddle was placed on 7/12/23, the product arrived on 7/20/23 . The packaging had very minor damage, which I would consider acceptable for size and weight. However on inspection the main body was bent in 3 locations with at least 4 rivets popped out and the box of hardware was open and strewn all over the box and the finish on one of the side shelves was rubbed smooth. I submitted a support email to them on 7/21/23, waited 4 days and I was never acknowledged. So on 7/24/23 I used their chat feature on the website, after waiting for a while they finally responded that they would send replacement parts, I was a bit surprised since the only functional parts I have are 1 upper shelf, the lower shelf and the actual griddle top. As of 8/10/23 I have only received 2 packages with nuts and bolts. I attempted to reach back out to them by email and received no response, I then attempted their chat but no one ever answered and it timed out. I then called after waiting on hold for longer than I should have, I was told my parts are backordered with no ETA, and could be months. Being as this company is still selling the products means they have the ability to get me a working unit and choose not to. I was told I could not speak with a supervisor, and could not be refunded due to this companies unwillingness to ship me a usable product unless I pay restock and shipping fees for their lack of ability to provide me with the product I paid for. To top it off the representative told me " we don't ship a complete replacement because it will arrive damaged" so this company knowingly ships products in a manner in which they will be damaged.

  Business Response

  Date: 08/17/2023

  Hi ****,
  

  
  Thank you for reaching out! I am sorry to hear about your experience. We never want our product to arrive in that condition, however, there are a few statements here that are not true. 
  

  
  Although it shouldn't have arrived damaged, you can use the griddle. The damage is cosmetic on all counts and our agents sent the hardware necessary for you to use the griddle while you wait for ************ body to arrive. When the order was placed for the parts, you were told they were on backorder at the same time. 
  

  
  We do not ship full units out as replacements for warranty because the whole griddle isn't a lost cause and a smaller package has a higher chance of arriving in perfect condition. It is not because a new one is guaranteed to arrive damaged. We do our best to provide packaging that can withstand normal shipping. It seems that yours has some damage, and for that, we are truly sorry. 
  

  
  We have held up our end of the warranty by placing the order. The parts will be here within the next few months. This is not how it was supposed to be, but they were delayed. 

   

  As mentioned above, you are more than welcome to use the griddle in the meantime, and we will still send out the main body. As for the shelf you also needed, we are happy to help with that, but we need a photo of the part and the issue so we can place the order. 
  

  
  I have sent this same response in an email so you can respond there and we can work on ordering the shelf and clarifying any questions you may have about using the griddle. 
  

  
  Best Regards,
  
  Jen

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20455533
  
  I am rejecting this response because:

  Nothing has been resolved.  I still do not have a functioning unit.  A unit that has open flames and a damaged heat shield is not usable. A unit with rivets missing from the main body structure is not usable.  As of last contact with Blackstone the nuts to assemble have not been received and are also on backorder so the unit is not usable.  Bottom line is I have a unit that is unusable.  Then if the unit was usable, I would have to assemble their damaged unit, wait months to get parts and hope they are not damaged then take the entire unit apart since it is the main body that is damaged and re-assemble the entire unit.  As my time is precious to me I find this unacceptable.  I purchased the unit so I would be able to use it within weeks of ordering, not months.  The only acceptable solutions are to get me a functioning undamaged unit within 2 weeks, or a no cost refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/28/2023

  Hi ****,

   

  I am attaching a portion of my last email to you: 

  
  
  Thank you for reaching out. My goal in the last email was to let you know we are doing our best. To move forward and get to a resolution, I asked for a photo of the shelf so we could put it on order as well and then I stated that we could send screws. The only part that seems it would need bending is the heat shield itself. If you do not wish to do so, I can skip on sending the hardware. 
  
  Our warranty is going to cover parts, and it is always expected that the customer replace the parts. We do not ask you to do anything much farther than what is in the assembly instructions or that can be done with a screwdriver. 
  
  I presented that option to help you be able to use your griddle sooner. If that is not the route you wish to take, I can leave the main body on order and we can just move forward with the shelf issue you brought up earlier. 
  
  My point is not that you are wrong, there were just statements made that we hadn't been communicating with you at all about any of it, and I wanted to be sure you saw the email. I appreciate you letting me know you didn't read it and that is where it came from. 

   

   
  We are able to continue assisting you through the warranty, and I also sent you information on possible compensation. If you can respond there, we can continue to help. 

   

  Best Regards, ***

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20455533
  
  I am rejecting this response because:

  This solution does not meet expectations.  Blackstone customer service did reach out and did make some concessions on pricing.  However that does not satisfy my needs or expectations, they have been un-able to provide the undamaged product ordered within an acceptable time frame.  As previously stated the appropriate measures would be to have an undamaged product by 8/31/2023 or a no cost return/refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/28/2023

  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 Blackstone griddle June 16,2023 along with their natural gas conversion kit. We installed the kit and when we lit it, the gas line that was provided had a hole in it. It started the underneath of the griddle on fire and melted off one of the knobs. We were able to get the fire out ourselves and shut the gas off. We cannot use the griddle anymore because it just leaks gas through one of the orifices. I registered my product and have tried every way possible to contact Blackstone to no avail. No email response, no Chat response and cannot get through on the phone. Extremely frustrated and disappointed in their customer service (or lack thereof)

  Business Response

  Date: 07/28/2023

  Hello,

  Thank you for reaching out! We are really sorry to hear about this experience. The delay and issue are both unacceptable. 

  Our team has been short staffed this week, and our wait times have been higher. We have also been experiencing problems with the power and that made it difficult to answer our calls when they were being dropped. This is not an excuse, but hopefully something to help you understand we would never ignore you as our customer. We value each opportunity to help you be confident in your purchase!

  In any case, we are sorry to hear about this situation. I did some digging for you to get this resolved and found you actually sorted it out today with our team and you were able to find a resolution before the end of our business day. It doesn't seem there is anything else I can do for now. If that is not the case, and you still need assistance, please reply to that email, and we will be able to get back to you quickly. 

  Thank you again for being a Blackstone customer, and for allowing us the opportunity to make it right. 

  Sincerely, Jen

  Customer Answer

  Date: 07/31/2023

   
  
  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:07/24/2023

  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 was given a Blackstone grill last year 2022 as a gift for Father ***. The grill was used less than a dozen times last year and covered all winter long. When opening cover in the spring the grill had severe ************ above and beyond normal wear and tare. Everything aside from the grill legs, Lid, and cast iron grilling surface were severely rusted and pitted and the coating on all k**** was flaking off. I called in mid May (roughly) and submitted a warranty claim about the issue. The company went over all my pictures and agreed to replace all affected parts. I disassembled the grill and waited for parts arrive. Round 1, only 1 part (incorrect) was shipped. I received the only part that did not have rot and rust which was the grill lid. I called a second time and was told the correct parts would be shipped. Round 2 only 1/2 of the damaged parts were received. I called back a 3rd time to request the parts I did not receive and was told they would be backordered through October 2023. I requested that they please send me a new grill, refund my money, or please send me the replacement parts in a reasonable time frame. None the options I requested were entertained. The only offer given was to give me a discount on purchasing ANOTHER grill. I refused and told them I would not be spending any more money on yet another grill when the one I have barely got any use and was rotted in less than 1 years time when properly cared for. Its is now July 24th 2023 I have called over a dozen times and still not been given any proper resolution. Blackstone does not stand behind their products and customer service to resolve issues is non existent.

  Business Response

  Date: 07/24/2023

  Hi ****,
  
  My name is ***. I am the supervisor that has been on your case, and I also handle the BBB cases. It seems this case has been going on for a while and I can completely understand your frustration. 
  
  We definitely ordered the wrong part initially, and for that, I am truly sorry. I do see that as soon as it was caught, the correct parts were ordered and a few items were sent as compensation. I see that now, we are just waiting for the final piece--the base. The other parts should have shipped. 
  
  I also wanted to let you know that we looked into other possible solutions. I have outlined what we found and further information in the email thread you have.
  
  We are open to any other suggestions you may have for what would be a desirable solution. We are just trying to do our best under the warranty. I also offered a phone call in the email I sent. I look forward to hearing back!

   

  Best Regards,

  ***

  Customer Answer

  Date: 08/02/2023

  I did reach out to them as requested and was asked to provide my sales receipt which I did. I was then told ******* would be working to process a refund for me by end of week last week. I reached out this week for further information as to if the refund had been processed and have not heard back at all. So as of now nothing has been done. I still have a grill that is in pieces and awaiting the correct parts for the 4^th time to put it back together. Also, I have not received a refund at this time either. 

  
  

  I would request that the complaint remain open until I receive confirmation of a refund being issues. 

  Business Response

  Date: 08/02/2023

  **************,

  You have our deepest apologies for the delay in response to your ticket. We wanted to make sure everything was confirmed before providing you an update to ensure you got the most up-to-date information. At this time, your ticket has been responded to with updates on your case.

  We would be happy to continue helping you there.

  Best regards,

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

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20367234
  
  I am rejecting this response because: I still have not received a refund. I am awaiting its arrival before closing this case. Here it the last response I received :

  ****,
  My apologies for the delayed reply. *** forwarded your case to me since I've been working with the accounting team to get your refund authorized and approved. I was waiting to get back to you until I had fully confirmed that your refund was in process. 
  

  Business Response

  Date: 08/17/2023

  Hi ****,

   

  Thank you for your patience! It sounds like the check should either be delivered or to you by now, so we will be closing the case on our end unless you needed anything else. 

  If you do, please send an email back in our thread #******. I will be happy to help!

   

  Sincerely, ***

  Customer Answer

  Date: 08/17/2023

   
  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:07/24/2023

  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.

  Black stone has the worst customer service I’ve ever seen. I ordered a 28 inch griddle. When I put it together the hood was damage/bent. I registered my griddle. Then I put in for a warranty claim to get a new hood. They sent me an email that a ticket had been created and would reach out to me soon. This was 10 days ago with no response. I just tried to contact them through their chat online and all it did was create another ticket. So I attempted calling them. After selecting option 1 I was on hold for 28 minutes before finally hanging up. It disappointing to me when all I’ve ever read is how black stone stands by their products, yet it’s impossible to get any human interaction. All I want is a hood that isn’t damaged, I don’t think it’s asking too much!

  Business Response

  Date: 07/24/2023

  Hello,

  Thank you for reaching out! I am so sorry to hear about that issue and I am truly sorry for the delay in support from our end. 

  I would like to give you some background knowledge, so you can understand where we are at as a Customer Support department. I understand it doesn't fix the issue of us failing to get back in a timely manner, but I am hoping it helps you know we are not ignoring you. This is not a norm for receiving help.
  
  Our team has grown drastically this year to try and keep up with the demand for support for our customers. We sell over 1 million griddles each summer, and that number means more requests on where to find a good cover, get parts, and ask questions about seasoning. We are so grateful, and it meant we needed to find a new building for our team. That change alone brought a lot of challenges including needing a new phone system, bad internet, and other unforeseen issues. 
  
  Right now, our current team is double the size, but we were even more successful than we anticipated which means our team is a little behind. Our wait times can be up to 30 minutes, and our team has spent all their time on the phone and doing overtime to try and answer emails. We are currently a week behind on answering ticket requests, but that should change in the next week. Please know that none of this is an excuse. We are doing our best to get caught up, but I can definitely see where you are coming from. 

  As you mentioned, there is clear damage to the hood and welding. That is unacceptable to us as well, and I sent an email with an order confirmation and some more information on how we will be able to get this resolved. If you can respond there, I can continue to help you! Thank you again for bringing this to our attention.

   

  Best Regards, Jen
  
  
  

  Customer Answer

  Date: 07/24/2023

   
  
  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:07/17/2023

  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.

  My daughter, ***********************, ordered a Blackstone Griddle on 7/3/2023. When we got the product and unboxed it, we noticed that it was damaged/bent. We have tried to contact customer service multiple times and waited on hold for over an hour total. We have also tried to chat and email about the issue. We still havent gotten any response from Blackstone. We want to return the damaged product and get our money back.

  Business Response

  Date: 07/17/2023

  Hello,
  
  My name is ***. ************** that handles all BBB requests. I am sorry that it had to come to this point, and we do appreciate you reaching out. 
  
  I would like to give you some background knowledge, so you can understand where we are at as a **************************** I understand it doesn't fix the issue of us failing to get back in a timely manner, but I am hoping it helps you know we are not ignoring you. This is not a norm for receiving help.
  
  Our team has grown drastically this year to try and keep up with the demand for support for our customers. We sell over 1 million griddles each summer, and that number means more requests on where to find a good cover, get parts, and ask questions about seasoning. We are so grateful, and it meant we needed to find a new building for our team. That change alone brought a lot of challenges including needing a new phone system, bad internet, and other unforeseen issues. 
  
  Right now, our current team is double the size, but we were even more successful than we anticipated which means our team is a little behind. Our wait times can be up to 30 minutes, and our team has spent all their time on the phone and doing overtime to try and answer emails. We are currently a week behind on answering ticket requests, but that should change in the next week. Please know that none of this is an excuse. We are doing our best to get caught up, but I can definitely see where you are coming from. 
  
  We are really sorry your griddle arrived with dents. Based on the photos attached, it seems to be in the back of the main body. I sent an email with a couple of questions and some options we can do to help you move forward. It is under the ticket with the email for ******. My goal is to get this resolved as quickly as possible for you. I look forward to hearing back! 

   

  Best regards, ***

• Initial Complaint

  Date:07/12/2023

  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 Blackstone grill, and within a year it is starting to rust. I contacted customer support, who told me I could not be helped because I live in a high-humidity area. This is nonsense. The complaint was escalated, and I was told again that I live in an extreme weather area. They offered to sell me the parts that rusted at 40% of what they cost. I offered a compromise, of having wal-mart exchange the portion of the grill that had rusted, and I would keep and use the cooktop that is not rusted. This cooktop is bare metal, so if the humidity argument was true, this would have been the first part of the grill to rust, and it did not. They didn't even answer me back. Also, in the emails back and forth, they admitted to having rust issues with their grills in "extensive testing" as they called it, but they continued to sell them anyway. Even if the humidity issue was true, they should offer a disclaimer in their warranty. I am still open to exchanging the grill, it still functions as intended. The ticket number that was opened on the case is ******.

  Business Response

  Date: 07/26/2023

  Hello,

  Thank you for reaching out! I am really sorry to hear about that. We reviewed the ticket and did find there was an issue with how it was handled. A rusted griddle is never normal, even in high humidity areas. 

  The only exception to that is if there was misuse, and that doesn't seem to be the case here.

  We are currently reviewing your ticket and we are in contact via email. We should be able to get this resolved before the end of the week! Thank you for bringing this to our attention. 

   

  Best Regards, Jen

  Customer Answer

  Date: 07/26/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  They have reached out by email, and we are trying to reach a solution.
  
  
  
  Sincerely,
  
  ******* *******
  
  

• Initial Complaint

  Date:07/10/2023

  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 a 36 griddle and it was ***** Have tried for weeks to reach anyone via phone and live chat The griddle was a gift I am waiting on a few placement part for over 2 weeks still no update on status or resolution Phone is never answered and no o e answers the chat

  Business Response

  Date: 07/10/2023

  Hi ********,
  
  I am really sorry to hear that you are not satisfied with your purchase. A rusted griddle body is not the norm and we are more than happy to help you out. 
  
  It looks like an order was placed for a new main body on June 25th and it was sorted out that it would ship when we got more in stock. It appears this griddle may belong to your son who requested a replacement part. You should be able to use it in the meantime.
  
  I am also sorry about the hold times. I do see you dialed the support line three times today and waited for ten minutes then hung up. Due to the holidays, our wait times have been closer to 20 minutes or higher depending on the time of day. We are especially understaffed today since a handful of agents called in sick. 
  
  We are happy to keep this main body on order for you, but we don't have any further options at this time. I sent an email to you in your original thread. Please feel free to respond there if you have further concerns. We see you also reached out via social media and chats. I asked for those to be merged so we can streamline your assistance. 
  
  
  Sincerely, ***

• Initial Complaint

  Date:06/23/2023

  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 is somewhat of a follow up of complaint ********. I did finally receive the top for defective grill and was correct. This pength process and lack of customer service was horrific. I have another issue with Blackstone cover item **** purchased on Amazon. This cover does not fit the griddle. I have bought another one in hopes it will fit but the cover will not zip and griddle will not fit inside the cover as described on the packaging. I looked at the reviews on Amazon after discovering it would not fit and about 1 or 2 to 10 reviews state the same thing. At this point is the griddle safe to use? It seems everything Blackstone related has an issue or doesnt function as intended.

  Business Response

  Date: 06/26/2023

  Hello,

  I am sorry to see that your cover isn't working. If you can send photos of it to me in your ticket thread, I can help you better. This cover should definitely fit your model since it is the basic design. 

  I will watch for the photos to come through so we can get it resolved. 

   

  Sincerely, ***

• Initial Complaint

  Date:06/15/2023

  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 have been trying since 5/30 to get a replacement top for my defective grill that was a corporate gift from my employer. These grills were purchased under invoice IN005917688 and my company purchased 150+ of these. I opened the grill and realized there was a defective top and I have 3 of the same size peg under the top and 1 of the different size peg. There should be 2 of the same size and 2 of a different size to make the top correctly drain towards the rear of the grill. I contacted the company on several occasions. They supposedly put an order in for a new top after chatting with someone on their chat for quite awhile. I submitted pictures showing the grille, the issue with the top, & the serial number. I have since tried to contact and follow up by email, chat, and phone call with limited help and excuses. I have been told that this is their busy season, it's fathers day, fex ex is behind, & their was an issue with how the initial order was put in . I am tired of the excuses and poor means of contacting them about this. It takes 3-4 business days for an email response, no one answers the chat function, and very extended wait times if you call. They should have all of my information the amount of time I have invested to get this corrected.

  Business Response

  Date: 06/19/2023

  Hello,
  
  Thank you for reaching out. My name is ***, and I generally handle all BBB complaints and requests. I apologize that you have had to wait that long for the part. Although it appears to be resolved now, we always strive to help as quickly as possible. We have recently hired a lot of new agents and it seems we are still understaffed to meet the needs of our customers. Normally, we can handle cases much quicker.
  
  All that being said, it looks like the griddle is on the way and should be delivered this week. I also see you called in today and were able to get that information since the agent assigned to your case is out of office. Our hold times are much longer on Mondays and especially after a holiday, our wait times get closer to ***** minutes at times. 
  
  We are doing all we can to help our customers as quickly as possible. If you need anything further, please feel free to reply to the email thread you already have with us in ticket ******. I have assigned that to myself in case you need anything further. 
  
  Best regards, ***

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20190389
  
  I am rejecting this response because:
  

  I still have not received the functional top to use with defective griddleand I doubt it I will by the time the 7 days is up due all the issues Fed ex is having with on time delivery. 
  

  You are correct in the hold times are very long in having to connect with someone there by phone or chat. However, I did also reached out by email and there was no response in which the agent I spoke with found.  I surely hope I do not have any issues with it again. 

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