DO NOT USE THIS COMPANY! They falsely advertised on their website and the "cooling drawer" doesn't cool and doesn't insulate either. Have you purchased a cooler that doesn't have insulation before? I doubt it. We in south Texas the ice melted in 5 minutes and the drinks were warm shortly thereafter. Its a useless paper weight, poorly designed, falsely advertised, and BBQGuys won't even give me a partial refund. It will be on the curb tomorrow for trash if anyone wants it.
Review by Ashleighanne1 month ago
The delivery service this company uses is horrible. I purchased 2 grills. I received a call to schedule a 6 hour window for delivery then it was canceled without any notification. Once rescheduled, I learned that the second grill would require an additional delivery appointment even though both grills were purchased at the same time. The second grill was scheduled for an additional 6 hour window delivery and then rescheduled without any notification. I mean, who sits at home for 6 hours waiting for a delivery that won’t come and then have to repeat not once but twice more? Terrible.
Review by LaRyél1 month ago
As you can see I was told the refund should take 24-48 hours. The following day I drove an hour to an Ace Hardware and am happy to report I bought the exact same items I ordered from BBQGuys.com and I was pleased to findout the offered me the same deal, a free grill cover. I am writing this review on October 4th and have still not received my refund, almost two weeks after I was told I would. I just has another chat conversation with a “Ashley” and she too was pleasant just like the rest. Here is that conversation:
(08:08:38) *** Chuck joined the chat ***
(08:08:40) Customer Service: Welcome! Can we help you with anything?
(08:09:10) Chuck: Can you tell me when I will receive the refund for order #N26443539C. I cancelled it after it not being delivered.
(08:09:16) *** Ashley S joined the chat ***
(08:09:45) Ashley S: Hello Chunk, and thank you for chatting with BBQguys.com!
(08:09:49) Ashley S: I would be happy to check on this for you.
(08:09:53) Chuck: And its been another 2 weeks since it was returned.
(08:10:12) Ashley S: I am so sorry to hear this, I will look into this for you.
(08:13:34) Ashley S: I am still here, I am looking further into this for you. I apologize about this delay.
(08:23:28) Ashley S: I apologize about this delay. I am having a hard time locating the impending shipment. I will need to look further into this regarding the refund as well, do you mind if I provide a follow up email regarding my findings before 6:30pm CST. I will surely get this squared away for you. I just have to reach out to my warehouse to confirm a few things.
(08:24:19) Chuck: Thats fine. In the meantime Ill begin drafting my reviews. Thank you and Ill look forward to your email.
(08:25:13) Ashley S: My pleasure Chuck, I apologize about this issue and I will get this taken care of before 6:30pm CST, we will be in touch soon. Thank you for chatting with BBQGuys - home for all your outdoor living needs. If you have further questions, feel free to reach out to us again via live chat, or call one of our experienced agents at 877-743-2269. Have a great day!
(08:26:44) *** Chuck left the chat ***
She did email me and this is the email I received:
Ashley here - It was a pleasure chatting with your earlier. I wanted to provide an update on my findings regarding your refund status. It appears that I have to retrieve confirmation from the warehouse regarding the status of the shipment.
The warehouse is closed for the day, however I have emailed them today so I can have an update for you first thing Monday morning.
I appreciate your patience during this time and I will surely get this squared away for you.
Please let me know if you have any questions and or concerns.
We will be in touch on Monday.
BBQGuys Online Sales Representative
(Email address has been deleted)
So, by the time I even get a response, BBQGuys.com will have had over $1500 of mine and I have absolutely nothing to show for it. With that said, I HIGHLY recommend no one use this company for any of their needs. These people are polite and appear to know what to say to drag people along, just like con artists. I do NOT recommend this company.
Review by MochiLatte2 months ago
Quick vendor review for anyone interested in the BBQ Guys who advertise here. The design team is pretty impressive and the products seem to be good, but their delivery service sticks horribly and the email advertisements are extremely misleading. I would give them a 2 out of 5 stars and I've purchased several items from them so far. - Quick update. Received the send large grill yesterday afternoon and it was the wrong unit. In addition, the free assessory enticement was missing. When contacting Customer Service (company service) dept. of BBQGuys, I was asked to send pictures of the wrong grill as proof even though in email correspondence, they admittedly sent the wrong unit.
Review by Areecia2 months ago
I am building a outdoor fire pit. I accidentally ordered the wrong size burner due to not paying attention to what i measures and write down. After I received the burner and realized my mistake a quick phone call to BBQguys had me all set and the write burner coming. Due to large shipping cost they refunded me my money and told me to keep or donate the wrong part I ordered originally. Everyone I spoke with or emailed was extremely polite and professional. I will keep doing business with them for all my needs. I can’t say enough good things about my experience with this company.
Review by Loussine Derrow4 months ago
Melissa was amazing in customer service. I had an issue with the shipping company. BBQ guys absolutely were awesome to deal with. Hoping I get the bbq soon
Review by Yukonking4 months ago
DO NOT RECOMMEND PURCHASING A PRODUCT FROM THIS COMPANY. WE PURCHASED A NEW 1200 GRILL FROM THEM WITH A WARRANTY. ONLY USED IT ONCE AND IT BROKE WITHIN THREE MONTHS OF PURCHASE. THEY STATED THEY COULD NOT SEND A TECHNICIAN OUT TO TROUBLE SHOOT THE GRILL NOR GIVE US A REFUND. THEY TOLD US TO CONTACT THE MANUFACTURER, WHICH WE DID, TURNS OUT THEY DO NOT SEND OUT TECHNICIANS EITHER ONLY SEND OUT PARTS AND EXPECT YOU TO FIX THE GRILL YOURSELF.
Review by Kaltek4 months ago
Based upon information from their website I ordered and received a Weber Genesis II S435 natural gas grill. However, whereas the advertised description said the unit included a rotisserie kit it was not shipped with the BBQ. I have sent numerous emails to the company in an attempt to resolve the problem but I have heard nothing back. I have also checked their website and they continue to show that a rotisserie kit is included with the grill that I ordered.
I heard back from the BBQ Guys this morning and this story had a positive ending. They are going to honor the original listing for this product and are sending me a rotisserie without additional cost. They are also working to correct the listing to accurately reflect that the unit I ordered was not intended to come with a free rotisserie. My faith in the BBQ Guys has been restored.
Review by Christallvm4 months ago
Purchased a patio umbrella with a sunbrella cover last year. When we went to open the umbrella this summer it is shredding and has holes. Customer service said they would contact manufacturer but are now saying they will not honor the 2 year warranty and I can spend a other 150 for a new cover. So either it was just a bad cloth and I have to pay an additional 150 dollars or the cover is junk and I would need to replace it every year. Either way this is not what was presented and if it is a manufacturer problem then stop selling junk
Review by FMHsu Göthager5 months ago
I ordered an entire grill package from this place over 4 k. and the fridge has never worked, they give you a complete run around about honoring what they sell. tried to mail me parts to fix the thing. ( I did not buy a new item so I could fix it) I would avoid this place at all costs.
Review by Patrasca5 months ago
I ordered a Traeger grill from BBQ guys, I received an order confirmation for the order the same day. I then heard nothing else from them for a week. It then took two separate phone calls and a large amount of time to discover that this order had been back ordered and that it would not ship for over a month. This was never conveyed to me before or after my order. I am not impressed and will not shop with them again.
Review by ThomasJ Sætre7 months ago
I had such an easy time finding what I wanted.Happy that customer service was amazing and so very helpful. Bbq guys are the authority on bbq. Great buy!
Review by Chiaraelisa11 months ago
I ordered a Napoleon Grill via BBQGuys. The shipment arrived in about a week. Once opening the box, I realized the hood was damaged and called immediately to report. The first CSR I spoke to said she would send me an email which I could send the pictures to; the email never arrived. I followed up the next morning and spoke with a new CSR who was more helpful and did send me an email, which I sent my photos to. She then left me a voicemail to call her back, which I did. I then spoke to a 3rd CSR, who stated there was nothing in the file about the photos and that the 2nd CSR would give me a call back, which has yet to happen. I now have a dysfunctional grill and box, that I cannot move sitting in my garage and no resolution or timeline.
Review by Donniesha1 year ago
I have no doubt that the majority of the positive reviews are fake. Only on their personal site are their positive reviews, all the other sites are 1-2 stars. I ordered a sink, fridge, grill and drawer. Over $2000. ALL of the items came badly scratched and dented. The sink had been used as it was covered in water spots. Their offer...to send me scratch remover to try to remove all the scratches. THESE WERE SUPPOSE TO BE BRAND NEW AND WERE COVERED IN SCRATCHES. I sent TONS of pictures and kept being told they couldn't see any scratches and to send more pictures. This went on for several days (as you can clearly see in the pics they are very obvious and deep on ALL 3 PIECES) and was told I was more than welcome to return them but they would NOT be sending out replacements or I could try the scratch remover. When I received the scratch remover it was already opened, seal punctured, lid open and completely empty spilled out all over the package. DO NOT BUY FROM THIS COMPANY. You will regret it. Feel free to message me for pictures
Review by Shurie Sitkovskaya1 year ago
excessive shipping and return fees. The day after I made my purchase i found the same item (a weber S310) for significantly cheaper (1/2 price in fact) so I called to cancel the shipment. They said they attempted to pull it back from the shipper (frieght) but it was already on its way and I would have to decline shipment when it arrived. They also told me they couldn't know how much it was to ship back but was typically 80-150. Several days later I was able to call the shipping company and tell them not to attempt delivery. when my money was refunded (quickly I might add) it was $260 short which is excessive for freight rates, especially for a shipment never having been sent to a residential address. While their customer service representatives were pleasant... there is no way I or anyone should be a happy customer when out $260 (25% of the order). Bottom line is... Don't buy a grill from these guys, they aren't giving much of a discount (if at all) and the risks are too high.
Review by Krugloz Derrow1 year ago
BBQ Guys claims orders of in-stock items ship within 48 hours of order. I confirmed my items were in stock when I ordered, but here I am 8 days later and it still has not shipped. My account tracking still reads "preparing Shipment". I have called daily over the last 5 days and every time they say it is shipping today. This is my second, but last BBQ order from this company.
Review by CustomerConnie1 year ago
I purchased products from this company, one arrived in used condition. They won't allow honest reviews of their poor service on the website connected with their business and they don't stand behind customers the way that any reasonable person would expect. I will never buy anything from them again!
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