Reviews
Customer Review Ratings
1.42/5 stars
Average of 45 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromcara m
Date: 10/18/2025
1 starI can't even agree with a one star rating. My boyfriend bought a $700+ dollar Blackstone grill that you can only find at Lowes- it was a very nice grill- after setting it up, seasoning it, and using it less than a handful of times- and using the Blackstone grill cover in-between uses- our top is complete rust. We have had many conversations with the company- and they keep stating that they don't do a refund for rusted tops. The problem being- our complete top was rusted, and we BARELY used it! BARELY! and we sent pictures and even the lip of the griddle top is rusted! How do you even season that?! I have been contacting Blackstone to get a replacement top- and they keep telling me that they are out of stock and that they've hand a change of manufacturers. I have been dealing with this for over 4 months now and still have no resolution; and still no grill to use that we spent a good bit of money on. I thought this was a reputable company- and I'm seeing that they are not. I've been trying to get our issue solved with no avail.Blackstone Products
Date: 10/22/2025
We are so sorry you are struggling with rust on your cooktop! Rust can happen any time the surface is not in use, or the seasoning layers you initially added dry out. New tops have not built up many seasoning layers and are easier to rust without regular use. Similar to a cast-iron pan. Luckily, the rust can be completely removed by scrubbing it off and reseasoning the surface. Completing that restoration can get you cooking right away. I do see that we provided you with cleaning instructions and a complimentary restorer to make that rust removal easier. You will also receive a follow-up in your warranty ticket with some additional removal instructions.Review fromJean K
Date: 09/08/2025
1 starThe black coating on our griddle top peeled off even after conditioning to the letter We requested a new griddle but were sent a restoration kit telling me this was happened to quite a few people - would anyone eat food off a peeling cook top!!!! ***** in CS kept sending formatted emails with no help - judging from these reviews Blackstone has some work to do Well try *****Blackstone Products
Date: 09/10/2025
Thank you for reaching out! The black layers that you see peeling are the seasoning layers you have built up on the griddle. The griddle top is made of raw steel, so when the seasoning dries out, the layers will need to be removed and redone. It is a similar process to seasoning and caring for a cast-iron pan. The seasoning can dry out and peel off for many reasons, most commonly infrequent use. You will be receiving a follow-up to your warranty ticket with more details on how you can recover your griddle top.Blackstone Products
Date: 09/10/2025
Thank you for reaching out! The black layers that you see peeling are the seasoning layers you have built up on the griddle. The griddle top is made of raw steel, so when the seasoning dries out, the layers will need to be removed and redone. It is a similar process to seasoning and caring for a cast-iron pan. The seasoning can dry out and peel off for many reasons, most commonly infrequent use. You will be receiving a follow-up to your warranty ticket with more details on how you can recover your griddle top.Review fromLinda H
Date: 07/30/2025
1 starToo bad there's not a negative (-) star to leave. Gril warp (heard a pop) while using it. Contacted Blackstone and they said they would send a new one. This is a known problem with their grill. A couple of weeks later, we get an email saying not getting a new one as the problem doesn't fall within the warranty guidelines. One would think that the grill warping would fall under ************* ***** review and most are negative - recommend that if you are looking to purchase a flat top, stay away from this product. ****** has similar products, cheaper and they do not warp.Blackstone Products
Date: 07/31/2025
Thank you for your feedback. Warping is something that can happen on any raw metal cooking device. However, severe warping is covered under our warranty for replacement parts. We are not able to locate your account under the contact information provided here. You will receive a follow-up ticket to the email provided so that we can further review your case and link your account to your original warranty ticket.Review fromBrad K
Date: 06/27/2025
1 starThe advertisement sticker that was glued on the cast iron cooktop from the factory was impossible to get off after working on it for over 2 hours. After I found that cooktop was damaged from the sticker and could never be seasoned correctly they began to give me 3 different ways to strip the cooktop to bare metal then reseason it. I spent several more hours and two tanks of propane trying their solutions but the cooktop is still damaged. I asked twice for only the cooktop to be replaced under the warranty. They never did stand behind their product Horrible experience with blackstone customer service. ********************** will NOT honor their warranty. They will send you endless Im sorry emails then they will offer some money off of more of their overpriced accessories. My grill is still under warranty and is going in the trash. I will buy another brand and I will never spend another dime with Blackstone.Blackstone Products
Date: 06/30/2025
Hello,
Thank you for your feedback. We are sorry to hear that the advertisement was stuck to your griddle plate! That advertisement is not a sticker, but the top of your griddle plate is coated in soy oil, which is very sticky and does not need to be removed before seasoning. It sounds like the oil bonded to the paper, making it difficult to remove.
After reviewing your case, I do see you had fully removed the paper, and that your representatives provided complimentary tools to assist with that removal.
You will receive a follow-up on your warranty ticket with more information on soy oil. Please respond to your ticket with any further questions or concerns.Review fromRick P
Date: 05/21/2025
1 star******** customer service grill was bought as a gift delivery company left in the rain saturating the box. **************** said take a video of product and would review. After review emailed saying nothing wrong with product. Told that have numerous delivery issues but still use them Said not their issue. Never buy or recommend.Blackstone Products
Date: 05/27/2025
We are sorry to hear about the condition your unit arrived in! We go to great lengths to test our packaging and have units arrive in good condition. Unfortunately, sometimes they can be damaged in transit. This is why shipping damages are covered under your one-year warranty. Since your unit did not sustain any damage, sending replacement parts through your warranty would not benefit you. Your representative was able to provide you with an alternative resolution to your warranty in your ticket. There has not been a response in your warranty ticket since your representative reached out with this resolution. You will receive a follow-up on your claim shortly.We look forward to helping you resolve this.Review fromGregory B
Date: 05/20/2025
1 starI purchased a Blackstone 22" two burner tabletop in September of 2023. I have used the grill only four times since purchase and the left gas valve is already in need of replacement. Gas flow is spotty at best. I cleaned the valve and ran compressed air through it, but at best a low flame. I will not purchase a Blackstone again.Blackstone Products
Date: 05/21/2025
We are sorry to hear your unit is not getting proper gas flow! That is something we would love to assist you with, even if you are outside of your parts warranty. Please feel free to contact our customer support at ******************************** if you ever have any questions or concerns regarding your unit. We will have one of our support representatives contact you regarding this issue, since there seems to be no prior correspondence.Review fromSherry H
Date: 05/19/2025
1 starHorrible customer service I attempted to clean my 10 mo old griddle after winter and rainy season and it stayed completely rusted. I wrote in and sent pictures and was given a pre typed response on taking better care of the griddle. The griddle was seasoned and cared for with only Blackstone products and seasoned before storing under an awning. If you cant keep your grill inside for the winter and live where there is a lot of rain DONT do it! Worst customer service *** ever dealt with. If you call that dealing with anything. It was under warranty.Blackstone Products
Date: 05/20/2025
We are so sorry that your griddle plate rusted! This is a normal reaction when the steel griddle top interacts with water and/or oxygen. Since your seasoning layers will dry out over time, even a unit that was properly cared for and seasoned can rust over a period of storage. I see that your representative had offered to assist you in recovering the griddle plate, as the rust is removable. Once that is cleaned and reseasoned, your unit will be ready for you to continue cooking on. You will be receiving a follow-up in your warranty ticket with more tips and tricks for recovering your top and limiting future rust.Review fromAndy H
Date: 05/12/2025
2 starsDont need stickers on the metal. Spent hours cleaning off the stickers for advertising. Not needed nor does it add value to the sell. Delivered on deck ready to fire up is a what we are paying for.Blackstone Products
Date: 05/13/2025
Hello, and thank you for leaving a review. We are sorry that the sticker left a residue, it isn't meant to do that. The stickers should easily come off, but if they don't, warming it up a little bit can make it easier to remove. There was likely just a little too much adhesive applied. If you notice any other issues or any residue that won't come off, please feel free to contact us directly at ********************************* You can submit photos of the problem and our team would be happy to replace the piece under your warranty.Review fromKen H
Date: 03/31/2025
5 starsI've been a loyal Blackstone fan for years, and this recent experience just reminded me why. A tree literally fell on our 28" griddle, and I was sure it was done for. But after clearing away the mess and setting it upright, I was amazedit fired right up like nothing happened! All we need is a new cover. These things are built like tanks. Truly top-notch quality that can take a serious beating and keep on grilling!Review fromRichard R
Date: 02/28/2025
5 starsI had a problem with my pellet grill on my model 2020. I contacted Blackstones Customer Support, They helped me work through the problems by sending replacement parts when needed. **************** representative ***** was excellent.Blackstone Products
Date: 03/03/2025
Thank you for taking the time to leave a review here. We are pleased to hear our agent was able to help get this resolved. We hope you continue to enjoy using your Blackstone!
Blackstone Products is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.