I am writing to express my extreme…
I am writing to express my extreme dissatisfaction with the service and overall experience I have had with Pit Boss Grills. The events surrounding my purchase, as well as the subsequent customer service interactions, have been beyond disappointing and have left a lasting negative impression on your company. My wife purchased a Pit Boss grill for me as a Christmas gift, but the lack of communication and transparency regarding shipping completely ruined her holiday. She was informed that the grill would arrive after Christmas. However, two days before Christmas, I witnessed a delivery vehicle unloading the marked grill. This was confusing and upsetting for my wife, as she had been checking the shipping information through the store and received no updates. Adding insult to injury, she later checked your website and discovered that the price of the grill had dropped by $100. When I assembled the grill, I attempted to use the instructional videos provided on your app, but they were inaccessible and did not work properly. Thankfully, I was able to find videos on YouTube. Once assembled, I discovered that the grill's control board was not functioning correctly. This led to a frustrating series of attempts to contact customer service, which took two days to get through. While I eventually received a replacement control board, it took an unacceptably long time to arrive, again without any tracking information provided. Unfortunately, this replacement did not resolve the issue. After another round of calls to customer support, I was informed that a heat probe would be sent as a solution. However, five days later, I still had no shipping information and had to follow up again. During my most recent call, the customer service agent attempted to blame weather conditions for the delay. However, this excuse fell apart when I explained that I live in Florida and the part was shipping from Georgia, where bad weather did not occur until three days after my order. The agent was left without a response, which was both frustrating and unprofessional. This entire experience has been a nightmare, confirming the concerns my wife had about Pit Boss's reputation for poor customer service. I regret not heeding those warnings. Furthermore, it is disheartening to learn that Pit Boss does not meet the Better Business Bureau's standards for trust. At this point, I cannot recommend Pit Boss grills to anyone. The combination of poor product quality, lack of communication, and subpar customer service has left me with nothing but a metal box in my backyard that does not work as advertised. I hope you take this feedback seriously and work to improve the overall customer experience. No one should have to go through what we endured, especially when making a significant purchase. Once a loyal customer, Chris
By Chris J.