BBQGuys.com
reviews and complaints

In reference to Order #: NXXXXXXXXC

BBQGuys.com provided ample support and were very responsive as I was shopping. Once the order had been placed, however, it has been a constant stream of disappointments. The order took at least twice as long to ship out as was indicated on the website. And this only happened after having contacted them several times for updates. While I was waiting for those, I kept on receiving promotions to buy the product I had already been charged for. I asked for these sales messages to stop. A support staff confirmed that they would, and I had clicked 'unsubscribe' in one of them, but they still keep flooding my inbox.

Once the product arrived, it was damaged, both aesthetically as well as functionally. I called in upon opening of the product, was told to send in detailed photos and descriptions of the issues. I did that and received a message saying that it would take 3-5 days for a response. I have not yet received any response. Meanwhile, I contacted the grill manufacturer who responded within a day that the whole grill should be replaced by BBQGuys.com

"Response Via Email(Meco Customer Support) - 05/20 01:59 PM
Good afternoon ;

The photos have been reviewed. This whole grill will need to be replaced. It appears to have been damaged in transit. Please contact the retailer where the grill was purchased. BBGuys will need to exchange the whole grill for you."

It would be much appreciated for BBQGuys to expedite resolving this issue.

I am disgusted by the way BBQ Guys do business. The person I just spoke to was so rude that left me shaking. I placed an order near Thanksgiving of 2020 to make sure my husband could get his pizza oven as a present for Christmas. February came and still, we did not receive the oven. Finally towards the end of February when we were excitedly waiting for the oven I received a message on my phone on a Friday telling me the pizza oven would be delivered to my house on Monday. I was expecting a call on Monday to receive a time window. While I am at work, I received a call from a demanding delivery man telling me he is in my driveway and needs me to sign the delivery papers. I asked him to place the oven in my backyard if possible, he said that was not part of their service and said in a very rude tone, Do you want it or do I take it back? I did not like his tone and told him to take it back if that was the only option. Later that day, disappointed to know that my husband still had to wait longer for his oven, I called BBQ Guys customer service hoping for a solution. The representative told me that the delivery guys could not bring a 600lb oven to my backyard. I decided that it was better to cancel the order. I received a refund that is $530 less than what they charged me. Delivery was supposed to be free, and she never mentioned I was going to be charged for it if they took the oven back. She was very rude. Fortunately, Costco has the same ovens and my husband has his oven.

BBQ Guys are the absolutely worst company online that I have ever dealt with. I placed an order on April 30 via the phone for a grill. I was never told that it was a backorder. I received my confirmation email with a delivery date of May 6- May 9. That date came and went and I began contacting the company. I was told numerous dates of estimated delivery. I also received emails, etc. Every time I talked to someone, they told me something different or told me someone would call me back. Now almost a month after my grill was supposed to be delivered (and Memorial Day passed by) I again emailed them and told them to contact me or I was contacting the ComplaintsBoard.com. No one contacted me so I called. I asked to talk to a supervisor, which I was never allowed to, but the customer service person relayed info. I was now being told they could take only $100 off, but now the shipping date wouldn't be until at least June 23! They said they would upgrade me, but there was nothing in stock! In looking at there website, while I was on the phone with them, the grill I actually ordered said it was in stock as well as other ones that would be considered "upgrades". I told the customer service lady that they may want to update their website. I cancelled my order, because obviously it is still unknown when I will be getting a grill I paid nearly $1400 for ! In reading other ComplaintsBoard.com complaints, this excuse of out of stock and not sending product that has been paid for seems to be par for the course with BBQ Guys! I would not recommend, period! If I could leave less than 1 star I would.

It was like I had to force BBQGuys to sell me the Grill. Horrible webpage on mobile devices - smartphone and tablet. Almost no "follow-up" after the sale or just the ordering process. Some of the accessories are cheaply made! I received one item broken and it was replaced with one that the inside was torn. I would recommend going to Sam's or Home Depot to make your purchase. If you go with a last-year model you could save hundreds of dollars. I would have gone with the 2019 version of my grill but was told that it was no longer in inventory even though it was on the webpage as an on-hand item that would ship within five days. After I made some changes to my order and it was confirmed by the Customer Service Representative but somehow the system reverted to my original ordered items. The grill which I purchased included a rotisserie unit and the CSR sold me an additional rotisserie as an accessory. One of the accessory packages which I bought included a very nice wireless two-probe thermometer and when I noticed this, I called Shawn, a Fulfillment Specialist, who totally misinformed me regarding the need for an additional thermometer. In my opinion, since the package had a very nice two-probes wireless thermometer I could not see a reason for a second wireless thermometer unit. Shawn, after putting me on hold for a few seconds, informed me that I, in fact, did need this second thermometer. During this entire process which took almost a month, I kept checking the system (BBQGuys' website) for status updates on my order. Surprises! Surprises! There were no changes to the ship dates, projected ship dates, or changes to the order. One thing I have never encounter (a major concern or reason to recommend others shop elsewhere) for a business that offers in-house financing is that you are expected to make your first payment prior to the shipment of the major component. The sad thing with dealing with this company is the two major reason I placed my order with them: 1.) The implied (and my expectation) excellent customer service and after the sale support 2.) I considered them to be a local business group. Oh, well, All I can do now is advise others to use extreme caution when dealing with BBQGuys based out of Baton Rouge, Louisiana!

We placed an order for an outdoor patio furniture set that was advertised on the website as "Leaves warehouse in 10-14 days" forgoing a cheaper option at an alternative source which indicated a lead of "4-6 weeks". The order was placed on Sat May 23, and our credit card was charged on Mon May 25 for the full purchase price. We were notified by e-mail on Fri May 29 that "The manufacturer has informed us that they are experiencing significant delays at their manufacturing facility. New inventory has been delayed approximately 6 to 8 weeks. I sincerely apologize that we are not able to get your order out to you until that time." After no further updates, I contacted their customer service on Sat Jun 6 to complain about the credit card charge despite the delay. They indicated their company policy to charge on the date the order is completed and not place holds on the credit card to avoid inventory problems. They did offer to cancel the order and a full refund. While on surface this experience and interaction seems reasonable, there are a few things I found highly irregular and suspicious. 1) The claim that an item will "leave the warehouse" gives the impression that the item is "in stock" and will not need to be ordered from the manufacturer. While I understand that inventory levels vary dynamically and it may be difficult to perform real-time tracking, I went to their website on Sat Jun 6 to learn that the item is still being advertised as "leaves warehouse in 10-14 days". This is deceptive advertising and I'm beginning to doubt if they even have a warehouse. The fact that they are dependent on the manufacturer to ship new items suggests that they do not have this item in inventory, and makes me wonder about all their other advertised items. This deceptive advertising has cost us because we went with this company instead of a cheaper one with a more honest delivery time-frame. In their defense, I found another online site that I shall not name advertising this exact same item with claim for "ships in 1-5 days" but confirmed on live chat prior to purchase that the item is in fact not in stock and would also have 4-6 week lead time. However, this leaves the honest merchants at a distinct disadvantage. 2) The company's policy to charge for items, including items on backorder, at the time of the order may make it difficult for me to dispute the charges in the future if the need should arise. Given the amount of time that would have passed between the credit card charge and the actual delivery of the item (around 7-9 weeks expected) , there is a chance the the period of time in which I can dispute the charge will expire prior to the arrival of the actual item. I understand the problems with ordering items that are not subsequently fulfilled, but this again would imply that they have an existing warehouse (which I now doubt). If they do not have a warehouse, then charging at the time the manufacturer ships should not affect their inventory levels at all. If they would like to have a policy of leaving some type of deposit, that's understandable as well. However, to charge for an item that does not have a definite shipping date is morally wrong in my opinion.