BBQGuys.comReviews of bbqguys.com

This may be minor to some, but for me good customer service is a sign that you’re usually working with good folks. Well, BBQGuys has some of the worst customer service I’ve ever dealt with. The feed you full of ‘mess’ and forget about you. I have to keep asking them about my damaged order, which when ordered was delivered very fast, I was impressed! I try to call, no answer, time and time again! I purchased this product for a purpose, which I cannot do now because of the damaged product. I will never order from them again! I DO NOT RECOMMEND THIS COMPANY TO ANYONE!!!!!

So far I'm not very happy with this company. Ordered a Kamado Joe Classic III last Wednesday. They advertise that items ship in 1-3 business days. Today I called to check the status, and was told by a customer service rep that the item is not in stock...would have been nice to know when I ordered it. They couldn't tell me when it would be in stock. Instead, I received the following e-mail: It was a pleasure speaking with you earlier. I am sending this email to confirm that our Fulfillment team will reach out to you with an update on the status of order XXXXXXXXX within the next 3 business days. So now I have to wait to hear from their Fulfillment team...maybe another 3 days.

Filing a complaint with Better Business Bureau as well. Their advertizing, customer service and call center are deceptive and untruthful. Ordered a grill online, website said 1 to 3 business days to ship. To make sure (grill was for husband’s 50th birthday), we called customer service right after ordering online. Agent confirmed (1) item was in stock and (2) would be shipped out in 48 hours. Five days later, grill is still in processing status, so I call customer service again. Get another agent. She checked and said (1) website delivery times are often wrong and (2) item is not in stock, but may be in stock in a month. Wait ... they are deliberately advertising false delivery dates for items they don’t even have in stock. Afterwards, BBQ Guys marketing keeps bombarding me with marketing emails for same grill - stating 1 to 3 days to ship. So they perpetuate the lie. Finally, their marketing states that if you buy the grill, “BBQ Guys will add FREE accessories with a value of $400”. But checking the grill manufacturer website, these accessories are not “free offered by BBQ Guys”, these accessories are standard part of the grill. Talk about deceptive. Be careful people with all the self reviews you see!

Ordered some sand and glass and lava rock online to update fireplaces. Customer service was fantastic when I needed to return a couple of items!

This company does not understand about the customer experience. Here's a few examples: 1.) Purchased an item and was told (at checkout) the item would be shipped in 3-5 days. There was no notification of when it would be delivered, I was only told when it was expected to ship. After waiting a week, I called and was given a tracking number (USPS) which stated the item was still in their warehouse. When I ask the CS agent what was happening she told me I would likely see the item in the next day or two. When I questioned her claim and asked to speak to a supervisor, I was finally told the item either never shipped or was lost and they would send a new one. 2.) After receiving the item and realizing it was too small. I went on their website to see about returning the item. The promote a "hassle free" return policy but it was almost impossible for me to find any information on how to process a return. I chatted with their chat bot that sent me a link to their long "hassle free" return policy and was able to find a link to the form I needed to fill out to start the process. The form asked me to upload pictures verifying the item was in good condition. After completing the form and uploading my photos, I hit the submit button - which tool me back to their website landing page. No confirmation, no next step, nothing to acknowledge their receipt of the request for return. I went back to the chat bot and after getting no where I requested a live person who told me they received the request and it would take 24 hours for the return department to send me the return label. I explained that I used a gift card to pay for part of my purchase and they told me that 5 days after receipt of the item, their credit department would mail me a check. I called and asked to speak with a supervisor who told me the 24 hour wait period was necessary for the return department to determine the FedEx cost of shipping - so they could deduct that cost from my refund. (I find it interesting that they use USPS to mail me the item, but then want to bill be to have FedEx return it). After about an hour on the phone with their supervisor, they told me due to the high cost of shipping the item, they were going to process a refund and told me I could keep the item. Might sound like a decent plan - if I could use the item and if they weren't going to deduct the shipping cost from my refund. Think about that one: they told me to keep the item I don't want and said they would process a full refund - minus the $15 shipping cost that I would've been charged if I return it. In the end, I wound up with something I cant use, spent over an hour on the phone, and gave them $15. So much for "hassle free".

First time I have dealt with this company.They are fantastic.I ordered it and in four days received an email that FedEx had delivered it to my front door on February 10th at 5:59 pm I was home all day and my door bell never rang.I started calling FedEx to report ,even though the FedEx tracking stated it was delivered to my front door,good luck with them.Impossible to talk with a customer service person.I called following day to FedEx to shipping facility in Hampton ,va.All I could do was put in the tracking number and get a recording that my grill was delivered to my door the day beforeFinally,I got through to the Hampton FedEx office,to wait on the phone. for half an hr.The person came back and said the manger was on a conference call and she would call me.Never happened.So I called BBQ guys and they said not to worry,and sent me a replacement.By Friday ,the 14th a FedEx driver came and delivered the replacement.So now I had a grill that I had paid for.No problem with them I placed a claim with FedEx .I got a letter from FedEx denying my claim and instructed me to call BBQ guys and get them to start a claim from them to FedEx.Again I had to do everything,FedEx does nothing.The second FedEx driver told me the first delivery man was new.Mabey he delivered it a wrong street.Not true because in my area I was the only 730 house number.So I think the delivery man has a new Weber Grill. so I finally got to claims costumer service for FedEx.Told her the story that BBQ guys has already filed a claim to get their money back.FedEx has nothing on file..A wonderful lady from BBQ guys called me to tell me they spoke to FedEx and they would take it from here.They are the best and I would recommend them everyday of the week.I don’t How FedEx stays in buissness.So happy This nightmare is over.It took a full week to resolve this matter with me doing all the work and BBQ guys helping.

Great service!

Ordered a grill. It doesn’t work. No gas gets thru. They say it’s not their problem and I should contact Weber. . These people are awful!!! And they don’t care once they get your money. There is no returning anything as they say if you hook it up to gas it is no longer new... it is used and they won’t take it back. How exactly do you check to see if a gas grill works without hooking it up to gas . Are you kidding me ???? All Of there products would be considered used once you attempt to use them. There are lots of places to buy grills. But from someone else .