Barbeques Galore Reviews 2.737

I bought a BBQ on 16th December last year and there was a part missing from the box. I immediately informed them, but as at today (3rd Feb 2024) there has been no replacement part sent. I have called them multiple times, sent multiple emails, and still nothing. They have zero regard for their customers once they've sold them a product. I recommend looking elsewhere for a BBQ.

I recently had an incredibly frustrating experience with the customer service team, which has compelled me to write this review. The team, based in a remote location, seemed to have a significant language barrier and struggled to understand English. This communication issue made it nearly impossible to get any effective assistance with my order.

Additionally, there was a serious discrepancy in delivery dates. The website initially promised a specific delivery date for premium delivery service, which was a major factor in my decision to choose this option. However, once the order was placed, the delivery date was suddenly pushed back with no explanation or prior notification. This not only caused inconvenience but also disrupted my plans.

The inability of the customer care team to effectively communicate and address my concerns has left me deeply dissatisfied.

This experience has severely impacted my trust in Barbeques Galore, and I am hesitant to use their services again. I hope this feedback is taken seriously and that significant improvements are made in both customer communication and service delivery accuracy.

Having bought a Ziggy Grey LP Series Gunmetal from Barbeques Galore Joondalup on 7/01/2024, the service provided by Richard was excellent! Thank you Richard! I will support your store again!
Hein Roth

Would never purchase from BBQ Galore ever again! Purchased a bbq for my husband for Father’s Day and still not able to use it by Christmas! Found out it had a faulty part when we assembled it and called the store we purchased it from only to find out the issue has to go through the “head office warranties dept” to get it replaced. To cut a very long story short, we have had what feels like a million phone calls and emails to multiple different contacts and we are still waiting. Worst customer service experience!!!

Update: My issue isn't with the company but the goods they choose to sell. We bought an outdoor lounge and table set several years ago (3/20) and without doubt it is the poorest quality thing I have EVER purchased. As of today, the structural integrity of the seats is beginning to crumble, the wicker is literally falling off the arms and legs and I refuse to let our granddaughter go anywhere near it, lest she is injured. An absolutely shocking product obviously sourced from a manufacturer not putting in the right amount of stabilizer into the resin. They sell good BBQs here but lounges? Yeah nah.

ETA's are a joke. Website lies. Then the experience with Barbeques Galore Jindalee went far beyond terrible. After a 3-week wait for an item that was advised ETA 5 days, I was finally told by the Jindalee staff to come in to collect. Went in only to be told that they now didn't want to do it that day and I would have to come back another day. Even after mentioning that they had already confirmed it with me that day and that I simply now don't have another time, they didn't care. So not only have I been delayed over 2 weeks, had to rearrange a busy schedule just to be able to get there when they told me to, but then they simply couldn't be bothered doing their job and had no problem inconveniencing further.

I purchased a Gate motor from them recently. All good, until I wanted to buy an additional remote control. After several emails, they informed me that I would have to contact the seller. Funny thing is I bought it from them, which makes them the 'seller'.
Their unhelpful email didn't bother to provide the contact details of the manufacturer. I'm not looking forward to any warranty claims that I ma have in the future. Very poor after sales service. Don't recommend online purchases, especially for anything other than a basic BBQ.

Dont waste your time and money. Up to 5 months to even get a reply on a warranty claim to be told their products arent higly durable as their website claims but to instead bring their outdoor tables and chairs inside because warranty wont covere any damage. It seems I'm not the only customer dealing with this joke of a customer service team and perhaps their marketing team need to review their choice of language to ensure its not deceptive and a breech of the consumer rights in Australia

I repeat. Do not use BBQ's Galore online. It simply is NOT worth the risk. If you don't believe me. Try and call their head office. It's 02 9735 4111. It simply rings out. Their online number 1300 139 867 goes to a call centre in the Phillipines. Don't believe me!! Ring it.
I ordered a product which partly arrived. That's when the nightmare starts.
The call to the 1300 number goes to a call centre off-shore. They open a case file. They then tell you to call the seller. Barbeques Galore you think? Not a chance. Paradise Range I was told. Who are they you might ask. It's a good question because the invoice says NewAim Pty Ltd. They even have a phone number. Call them and they tell you to call the on-line number. And if you're starting to understand what's happening so far you will know that's the off-shore number. The guys who open the case file.

Why not email them directly you might ask. I tried, but they have got that covered too. You get to send one through Cylex and the following disclaimer is posted:
"Please note: Cylex cannot guarantee that "Barbeques Galore - Head Office" will give you a response. Furthermore, Cylex cannot be held responsible for the content of that reply."

So save yourself the pain, frustration and hassle. DO NOT USE BARBEQUES GALORE ONLINE. Their on-line website is simply a site they have licenced the other companies to use as a veneer of credibility and once you purchase the product BARBEQUES GALORE washes their hands of you. Again, if you don't believe me, simply try and call them direct. I don't mean the individual stores, I mean the head office or any other blanket organisation. The individual outlets have nothing to do with the on-line store and will simply refer you to the website.

Writing this review after 2 months of waiting for a faulty part to be replaced on a new outdoor lounge setting. Despite following this up with the local store and being assured the warranty team and a customer service agent would contact me, I have had zero help, been unable to resolve the problem and unable to use my outdoor lounge setting. Normally I would expect a retailer would just exchange the faulty part, but this hasn't happened. Summer is now over. It has been a total waste of money. Don't buy from a company which you can't have confidence in to service their warranties in a timely manner (or at least communicate with you). Don't buy from Barbeques Galore!!!

Great food! Would highly recommend you guys to check it out

Great BBQ but you can not rely on the 7 year warranty, my thermomotor stopped working after the third use. The shop where I bought it do not do warranty claims all claims must be done through customer care and they just ignore all e-mails..

I went in store and enjoyed good service,then decided to go online to order a table and chairs in time for Christmas,because they didn't have that set in store. I brought it online then was called and told the chairs were not available for months ,which is useless for me. I cancelled the order and a week later still waiting for my money to be returned. The refund has been approved-just no money and no reply to the four emails I have written about the matter. I was told by the customer service that it will take some time to return the money"why". My advice is stay away from their online store,they take your money for stock they don't have and then take their time returning it.At this point I still don't have my money back and will need to go to consumer affairs. I have never had this kind of trouble with an Australian retailer before.

ordered product online, waited over 1 week, no update, contacted customer service they could not tell me why order isn't filled, could not even answer if they had it in stock. Called my local store they had it in stock. Called back customer service and told them i found it within minutes at my local store, can you put the order with this store and the answer was no.

I have been trying to get a response from Barbecue’s Galore customer service for over 2 months following a faulty retro cooler where the sides are bulging out and the cooler is not straight. Despite several emails and also phone calls to Barbecue’s Galore Caringbah (who always seem to be helpful and say will follow up with customer service) never get to hear back. Very bad customer service will I buy anything from Barbecue’s Galore again, NO. Next step is NSW fair trading.

Further to my post in Jan 22. I sent requested info and post a couple of emails got to selecting the store I could pick up my replacement hot plate from. The I waited and waited and waited and waited for an email to let me know it was ready for pick up. Zero reply so I made contact again. OMG they wanted me to start the process again, so I have supplied the original correspondence. Obviously the procedural guidance in place is so flawed that they stuff the customer around instead of providing a quality customer service. Unfortunately I like my ziggy however am limited in what I can do with it. I now tell people what has occurred and they purchased other brands from other companies. I can not recommend BBQs Galore however do like my Ziggy.

I bought a twin burner BBQ in Dec '20. Within ~6 months of use, the coating of the two grill plates had fallen away and the plates had begun to rust. After returning them to the Warringah Mall store, the staff advised verbally that "this was an issue with these plates" and would return them to the warehouse.

After two months of not hearing anything back from Barbeques Galore, I returned to the store for an update. The staff advised that the grills had never been sent back to the warehouse and that the staff member who took my details no longer worked there.

I then had to request an update from the Barbeques Galore HQ, who advised that rust was not covered under their warranty, even though the grill plates had barely been used, their cleaning manual had been followed, and that they had never seen the grill plates as they had lost them?!

Buyers beware, the grill plates WILL rust and Barbeques Galore will provide misleading advice regarding consumer guarantees. Other recent reviews here all have the same issue, so buy at your own risk.

Worst customer experience ever - avoid shopping here at all costs. I would give less than 1 star if I could. Wanted to buy a basic BQQ.
Had issues with buying (suddenly item not in stock even after paid), delivery (took 3 more weeks for delivery than expected) and now warranty claims (claim made on 27/1 still not solved).
I have to call to find all the bottlenecks eg the warranty form didn't day you needed photos to receive the service. I found out 3 weeks later when I rang their CX team.
I have worked in retail for a very long time and know this is not good enough.

The outdoor table I purchased was deeply scratched on opening in December 2021. After initially getting a fast and apologetic response from a consultant at Barbeques Galore on Christmas eve, there has been no further action taken and we are now in March 2022.
I have sent repeated emails over the months at weekly intervals, which have mostly been ignored. On occasion, they reply with an apology saying that they will order another one - but nothing evenutates.
I called and spoke to a guy about a month ago and he was very apologetic and seemed to be on the ball, saying he would order a new table and it would be sent to me. But I've heard nothing further. He said to contact him if I had any further queries. I've done that and - crickets.
Very disappointing.

We bought a smoker at BBQ Galore and 3 days later it went on sale at $300.00 cheaper than what we paid. We went in to see the store manager in Hobart and received the discount no questions asked. Great service.