24 Customer Reviews
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Review from Scott B
1 star06/04/2024
I received a grill cart with damaged parts. Probably damaged via shipping. Either way, in an attempt to get replacement parts I tried chat during business hours. No agents came into the chat. I tried their email form in their website. Been a week, no response. Sent an inquiry through Walmart.com (I bought it on their marketplace) been 2 business days, no reply. I now have to take the whole thing apart, pack it back up, and return it. Thanks for the massive waste of time. I did a quick search and Im finding a LOT of recent negative reports. It appears their products are breaking more and they cant stay caught up with complaints. I would avoid Blackstone until they can start properly supporting their customers.Review from Joah L
1 star06/02/2024
As many of the reviews say:Box delivered heavily damaged, some of the drill holes don't line up right, middle hydraulic bracket should already be installed upon purchase- you shouldn't have to take it apart to put it together- from the packaging, to assembly requirements, to the build job of the product- it's just lazy and poorly done to save a dime.Food tastes good, but literally any griddle is going to be less of a nightmare than this thing.Will probably get a customer service response of no accountability and it's obviously everyone else's fault.Thank goodness for this company going viral on tiktok because otherwise they'd be out of business.Only good thing I have to say is we won it at a charity raffle so we didn't pay for it. Would have returned otherwise.
Blackstone Products Response
06/03/2024
We are sorry to hear this! Assembly is never meant to be a nightmare as you described. We really appreciate the feedback. Unfortunately, we don't have a ticket or registration under the email provided. We would really like to dive deeper into those recommendations you gave. If you can, please send an email to ******************************** and include any photos of damages to your griddle and a model number as well as any other concerns you may have. We always want to provide good products that make your life easier. We hope to hear from you soon.Review from Eva R
5 stars05/28/2024
I have enjoyed my griddle the tables on the sides really help with prepping my food I have had a 28 inch for about 30 days we did buy the Blackstone seasoning and prepped our grill 4 time I also bought some attachments the magnets that hold your spatula, tongs and scraper those are great the other thing was the metal bar that attaches to the back that hold your spatula while cooking plus the other bar helps with your food not going in the hole you drain your grease in people say it doesnt cook even I have noticed just a little but my food that is done I move there for the slow last minutes of cooking I really like the electric start button it works great mind came with a lid which I think they all should it protects my griddle it has a great cover that feels like leather really all around good quality griddle and accessories we love our griddle best investment we didBlackstone Products Response
06/03/2024
Thank you so much for taking the time to review your purchase! It is always great to hear when customers are enjoying their griddles. We also love the tips you suggested and want to thank you for trying out our accessories.If there is ever anything else we can help with, please let us know at *********************************Review from Mario S
1 star05/23/2024
Burner o****** broke during propane to gas conversion. Blackstone refused to warranty part even though there are numerous complaints online regarding the same issue. Blackstone will not sell the individual valves and doesn't carry much stock seeing as I have to wait 8 weeks for this part. Would never have bought a Blackstone had I known. Would have gone with a ***** or Pit BossReview from Timothy D
1 star05/20/2024
Worst product and worst customer service every I got burned really bad by their product and tried to contact them via email, live chat and phone and got no one I uploaded photos but no luck buyer be wareBlackstone Products Response
06/03/2024
We are sorry to hear about your experience with the burger press! We did see that you weren't able to connect to a live agent. We sent an email back on the 23rd, and haven't heard back, but we are sending another one to you now. Please respond to us so we can help you. Thank you!Review from Monique W
1 star05/19/2024
I'm not a happy camper I reviewed my grill with damaged parts. I reached out to customer service and still haven't received a call back also I reached out to ****** and its been over 30 days and still no answer! This is bad business and I was told by Affirm that's a 10 percent restocking fee of ***** ! This is ridiculous and can someone please ?? help me?Blackstone Products Response
05/20/2024
We are sorry to hear about this experience! It looks like your ticket was sorted to one of our agents who was out on sick leave, and it got routed incorrectly after that. One of our supervisors is going to reach out to you shortly regarding your ticket. We hope to get this resolved for you quickly.Review from James Steven Y
1 star05/12/2024
I purchased a Blackstone griddle in January of 2022. The top and sides of the griddle have rusted. I use a cover but this has not helped. I love to griddle but the rust is ridiculous.Blackstone Products Response
05/13/2024
We are sorry to hear about this! Our team would be more than happy to help. We sent you an email with a request for photos so we can understand where it is rusting and what we can do to help get it fixed. We look forward to hearing back!Review from Kristin M
1 star04/06/2024
Initially loved this product for what it could do. Within one year of using, with proper care and always covering, the rust got to a point of having to resurface. *** now spent probably 12 hours trying to resurface this thing and still minimal progress. On reaching out to customer service, I was told oh thats not unusual, even our brand new products in boxes in warehouse rust..Blackstone Products Response
05/13/2024
We are sorry to see this review. To clarify, we are posting what the agent said about the rust. Those griddle tops, since they are 100% raw steel, do have a tendency to rust naturally. We have actually been able to rust our units here in the warehouse completely in a couple of months. Unprotected, it may take only a matter of weeks. The steel can react with even the moisture in the air. Sometimes it can penetrate the surface of the seasoning just a little, but once it does, in can spread underneath the seasoning on the steel surface. That's why we have so many videos and products to help remove the rust! Even with the best care, it can still happen!When they mentioned the rusted product and our warehouse, they were referring to doing tests and rusting them on purpose. Strictly for testing purposes. This was not product in our warehouse that was being sold and shipped. We hope you have been able to fix your griddle plate up and start cooking again. Please let us know if you have further questions.Review from James H
2 stars01/26/2024
Griddle is awesome. I have bought three regulators, and every one of them does the same thing starts shorting my fuel to the burners I can understand one but three of them doing the same thing is ridiculous.Blackstone Products Response
02/07/2024
We are sorry to hear this! It sounds like there is something else going on, and we would love to help you get this taken care of and get you back to griddling. If you would like to look into this further, please send us an email to ********************************* We just need to know your model (serial number preferred) and a little more about when the issue started and what else you have tried. Then we can compensate you for the money you have spent on three regulators and get it resolved. We hope to hear from you soon!Review from Tom S
1 star11/21/2023
Horrible customer service..The absolute worst customer service. They list on top of their site that they price match, which is UNTRUE. must read the small print! Many other companies to do business with that really care about customer service. ********************** Prducts are crooks and I will make sure that the word gets out. The $100.00 you refused to refund, will cost them thousands, in my negative reviews at my cooks in the end.CongratulationsBlackstone Products Response
12/04/2023
We are sorry to hear you are so upset. 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 inventory directly to their warehouses and get better pricing.It is never our intention to make you feel misled. We do our best to put as much information out there as possible. We hope you are still able to enjoy your griddle.
Customer Review Rating
1.54/5stars
Average of 24 Customer Reviews
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