BBQGuys.com Reviews 

I constructed an outdoor kitchen and paid BBQ Guys almost $7,000 for various pieces of equipment This included an outdoor refrigerator that cost $971.99. The equipment arrived well before the project was ready for it to be installed, so I left the equipment in its original boxes for several weeks. When I opened the refrigerator box, the door fell off onto the floor. The unit was dented in many places. The bottom door hinge was bent downward. I contact BBQ Guys and sent them pictures of the fridge and its broken elements with the box and packaging materials to show that I had just opened it. Their response was: sorry, you have to point out all damage within five days of delivery. They offered to send me replacement parts so I can have someone else at my expense repair the garbage they sent me. I hae a good mind to sue them for fraud. Beware doing business with this company.

I bought two high-end rosewood handled BBQ tools. When they same neither tool had rivets that were working properly to hold the handles steady on the steel tools. So far I've "applied" online to return them for a refund (Customer Service was closed at 4 pm PDT on a Friday afternoon). Oh, by the way - their policy is to charge the customer for shipping in BOTH directions, even though the problem is because of them not me and even though I got "Free Shipping" to me (because of the size of my order). This is a very "last century" company (not in a good way) and I emphatically exhort you not to buy their products nor deal with them. Their policies are "heads I win, tails you lose" - (not) sorry customer. No way to run a business. Stay away from them!!!

UPDATE: They refunded my purchase price and did not require me to return the defective tools - so no shipping cost after all. GOOD SOLUTION!

I recently purchased an "Americana by Meco 2 in 1 Water Smoker" from BBQ Guys. I used it a total of three times and experienced a recurring issue with the electrical connection on the heating element cutting in and out. The only remedy for this was for someone to stand over the smoker and manually hold the connection in place which doesn't make for a very pleasant cooking experience on a hot summer evening.

I contacted their customer service department in the hope that they would offer some solution, perhaps a replacement part, that would solve the problem and make the smoker usable. Unfortunately they replied with a form e-mail informing me that I was past the thirty day return window, basically telling me "sorry your smoker doesn't work, but hey, better luck next time." Needless to say I won'd be doing business with them again.

I'm not shocked by poor, inattentive customer service these days, but I do feel it's appropriate and helpful to warn others about it.

I received the Victory 3-Burner Propane Gas Grill With Infrared Side Burner as a gift and could not exchange it for a different grill. All exchanges must be made on unassembled, unused products. After spending 3+ hours to assemble this gift, this was not a happy thing to receive. I do not recommend the experience that BBQGuys offers.

Bought 2 Blaze 21 electric grills with 5 year extended warranty. Come to find out, warranty is no good on discontinued products. They give you the warranty, keep the money and hope you don't have a problem. When you do have a problem and they know it can't be fixed, they say you get a refund. This works out to be over $100 they pocket and hope you forget it. Before I purchased warranty, they said they would come to my house and fix all problems. Never said manufacturer 10 year warranty is no good on discontinued products. Buy from local dealers near you.

Purchased a Blackstone Gazebo 10' x 10'. Worst experience ever!! They took the order right away. When the gazebo still didn't show shipped a week later, cancelled order online. The next day we get an email showing it was shipped. Called,,, 1 hour and 20 minutes later someone finally answered the phone!! They said it has shipped and we would have to pay the delivery fee if we go ahead with the cancel. Told them that the shipping company, R&L carriers, shows that they have not picked up the package, BBQ guys said in that case they would try to stop the shipment. Next day we get an email saying it has shipped, and when it returns back to them they could process the refund!!! 2 weeks later still waiting for the refund even though the tracking shows it was delivered 5 days ago!! Back on the phone again for an hour and a half!!! Ridiculous service, don't do it!! Stay off their website.

Ordered a $3,000 Kamado, received defective, burn my hands twice trying to catch the top vent, tried for weeks to get a hold of somebody, only to be told to contact the manufacturer. The manufacturer basically wants to send me part so I can fix and brand new $3,000 grill. Not only do I not know how to fix grills I’m not interested in learning. Tried to reach bbq guys again with no reply. Now I’m stuck with a brand new $3,000 Kamado that doesn’t work properly and it’s a safety risk. Save your move. By American made and stay away from Kamado Joe made in China crap and bbq guys horrible customer service. I’ll be contacting my attorney

I purchased the TYTUS Fresno Series Gunmetal Gray Island Propane Grill from BBQ Guys.com. My purchase was done on the phone and they price-matched my grill to what Home Depot and Lowes were selling the grill for. They also provided a free cover and a free griddle.

The grill itself was delayed and eventually arrived. As promised it assembled easily and is a nice grill. The cover came before the grill. The problem that I have had is that the griddle didn't arrive.

Getting in touch with BBQ guys is VERY difficult. If you call them they tell you to go online and fill out a ticket which I have done multiple times. They also say that they have a high volume of calls and that you will have to wait for 30 minutes or more before customer service will get back to you. The first first few times I would accept the prompt for a call back but I NEVER received a call back.
The last few times I stayed on hold for 20 minutes plus and spoke to someone who said that they would investigate.
Their final feedback is that the item was delivered even though I have camera footage showing that it wasn't delivered. I have accepted that the other 2 items did arrive. They told me that they would get in touch with the shipping company and ask for a picture. That was on 6/27 and no one has gotten back to me since then. I have emailed them multiple times, called multiple times but I have not gotten anywhere.
I tried so many times to resolve this but they won't get back to me. Ordering they make it super easy but when it comes to any type of customer service they make you jump through hoops.

A friend has a defective bbq grill from them and is going through something similar. My suggestion is to just make your purchase through a big box store where you have more established customer service policies.
Buyer beware.

I received a partial shipment of the outdoor kitchen I ordered over a month ago and at the time charged my credit card for 100% of the order. It takes a long time to reach someone in customer service, don't use the callback option, you will never receive one. The pieces I need are required to assemble the kitchen. So, for over a month, I have stored the pieces in my workshop hoping that someday the rest will be delivered. I determined the shipment was partial when a friend of mine came up to help me put the kitchen together. Absolutely no notice from the BBQGuys. Not a very good experience.

They missed some pieces and parts, which was no big deal.

The 2 hours I have spent trying to get someone on the phone has not been pleasant.

At the end of it all, they said call the manufacturer.

Terrible customer service. Bought an item on sale, they canceled the order and then want me to pay the new higher price. Disappointing.

Bbq guys is great at taking the orders and you can get ahold sales all weekend long and they call you back. Customer support however was less then helpful...you will never get a call back but you can have confusing , long chats with them during your lunch break during the week. I was hoping for a better experience as I have many more outdoor kitchens to purchase....this was my first order..

I have recently made a purchase from barbecue guys for a new gas grill. To my surprise, it arrived within days quicker than projected, As I was unboxing.
I had noticed there were some parts damaged and the container With absolutely no external damage to the packaging. After contacting BBQguys They immediately ordered replacement pieces for me. Although I had issues with the product I purchased the customer service I received. What's second to none and would highly recommend.

Ordered a griddle and its came scratched... Also was missing the trim piece that it sits in and they would not replace. Im having to pay for another one. You would think that a company this big would make it right. Just know when buying from them that if something is missing your might have to pay for it again. This was for a new home construction and its impossible to check everything within 5 days. Contractors get busy!

I had an issue with another online grill retailer so I placed my order with BBQGUYS. The customer service was top notch and the shipping has been exceptional. I placed the order on Wednesday and half the order is already out for delivery two days later with the rest expected early next week! Wish I went with this company to begin with..

Lots of selection at good prices, prompt and free delivery

Shipped with 3rd rate carrier. BBQ got to Portland Oregon and sat for now 5 days there on R&L carriers dock waiting to be transferred to another carrier. Spokane to BBQ guys and wont do anything and will charge me to have the carrier send it back even though it's been delayed big time and I was suppose to leave on vacation but now I can't in case this bbq shows up. They need to use real carriers that don't have off products from one carrier to another, that's also how products get damaged.

I was looking for grilling tools and accessories. They were easy to find on their web site and there were lots of choices. Checkout was fast.

After doing my research on what i needed, made a call and got connected with Mike Dodd, who helped me with a few concerns and solidified my decision. Made follow ups like he promised he would, never pushy always helpful. After a few more days of reserach and quotes, mike called back at a perfect time and we closed the deal. Thanks again.

I purchased a grill that based on the marketing looked like it had the sear on one side and a griddle on the other. The one I received had the sear and an ice bucket. Why would you put an ice bucket next to a 500 degree grill? BBQGuys offered an apology and offered to send me a griddle. That was a year ago. They keep making excuses but I haven't received the griddle. I have since found that it's best to order from Napoleon directly.