Grillio Reviews 

Steve was very helpful and reached out to the manufacturer to get me the correct replacement part.

I cannot say enough wonderful things about Amanda and the level of customer service she provided. She was absolutely incredible from start to finish. Despite the carrier delaying my delivery multiple times, repeatedly rescheduling, and providing misinformation, Amanda went above and beyond to stay on top of the situation.

She personally followed up with me, provided real-time status updates, and made sure I always knew exactly what was happening. Her communication, attentiveness, and dedication were exceptional. Even though the issues were completely outside of her control, she took ownership of the situation and did everything possible to make the experience less stressful.

Amanda is a perfect example of what outstanding customer service should look like. She truly cares about her customers, and it shows. I am incredibly grateful for everything she did and would give her more than five stars if I could!

Steve was most helpful to me. It was a pleasure having him help me.

I had a delivery concern. I was able to speak to a real person (Kandi). She put my mind at ease, and provided updates over text. Item now arrives way earlier than planned. Great white glove customer service!! Grillio Support Case 274972.

Grillio was great at helping me get an unusual sized griddle. When one of the parts wasn't what I expected, they made sure I got the right one and returned the other. Great service. I'll shop with them again!

Purchased $10,000 worth of equipment for a custom outdoor kitchen, featuring products from Summerset Grills through Grillo. Unfortunately, the experience was marred by significant quality issues and poor customer support.

Specifically, the cooking grates began rusting in under two years, despite the grill being stored outdoors under a dedicated individual cover as well as a full patio cover. When seeking assistance, customer service provided minimal support and ultimately refused to assist, stating via representative Kandice: "As I initially advised, there is no active warranty with our company so I will not be able to escalate this issue. If you feel the manufacturer should be covering your issue please contact them directly moving forward."

Given the lack of accountability and poor product durability at a high price point, I recommend sourcing outdoor kitchen equipment and appliances from alternative retailers and manufacturers that offer reliable build quality and customer backing.

Steve is Awesome. He helped me keep track of my shipments. For some reason, the 6 componets were split up on 2 shipments.

Steve gave me the tracking numbers and let me know when they were shipping.

Excellent customer service.

Christina was very helpful taking the time to walk me through some technical questions.

I have seldom felt more frustrated at a company before in my life. I spent over $6k with them ordering a pizza oven and grill. The order taken over the phone was captured and invoiced wrong. Luckily I noticed it, reached out and they changed it. Had I not noticed I would have been sent an inferior model at the higher price. The Pizza Oven was delivered within reasonable time. The grill has now required over a dozen attempts to reach them via email and phone. I generally get someone on the phone who is polite but can never tell me anything. They research and leave me on hold for ages and then (4 times) I get told the order is NOW released for shipping and "they took care of it". I should wait for shipping info and a tracking number. I never receive the email or the tracking number. Last week I demanded a tracking number for the shipment that I was told was "with the carrier". The tracking number shows no information about the status, but shows a delivery date a week out. The delivery date comes and goes (I wait at home again to sign and receive the delivery). I follow up again. 4 times today so far. Each time promised a call back which never comes. Eventually this evening spoke to someone else who tells me "no. I see the order was picked up at 1pm today". At this point I've heard that all before. I have no idea whether my grill is on it's way or whether the company ever expects to get me a working product. Today I demanded the name and contact information for a support supervisor and was told "they've been copied on a message to me" - the email address cc'd was the generic support@ address. No name, no information, no person to communicate with. Just the same email address that I've not received a single response from so far. I'VE BUILT MY OUTDOOR KITCHEN TO CATER FOR THIS GRILL AND WISH I NEVER HAD!!!

DO NOT USE THIS COMPANY. Worst customer service ever received. My grill arrived with missing pieces when called I was directed to Kandace Richardson, who for everything had to go check with the distributor, took her two weeks to reply to anything and was left to me to constantly follow up with her to get any sort of response on top of that she was unable to resolve the issue, and when I called the distributor directly, they mentioned they had resolved the issue, but it was in Grillio‘s court for next steps needless to say I got the runaround with no resolution and now stuck with pieces I’m having to replace on my own

I needed to make a return on an item and Shara was very responsive and helpful when I contacted the company.

I recently ordered and received an Artisan 42-LP from Grillio and I must say I was pleasantly surprised with my experience. Drew was super helpful in my decision making. I saved considerable money over buying it locally and I received my grill in less than 10 days for order. The other staff people were also very friendly and helpful. I very highly recommend them.

I would have given my overall purchasing experience with Grillio much lower score if not for the excellent support I got from Kandice Richardson. It took 8 weeks from order to delivery against the commitment of 2 to 3 weeks when I place the order. The delivery company Maesk was a disaster, they delivered 2 out 3 pallets the first time, they apparently left 1 pallet in the shipping dock and when they finally delivered the 3rd pallet, they just uncrated the units and left them on my patio. They did not provide and WHITE GLOVE service that was paid for, they did not even try to assemble the units together and refused to when asked. Kandi was extremely helpful to resolve these issues with me and was even able to get me white glove service refund. She made the difference, otherwise I will be forced to take actions against Grillio. It is good to know that at least 1 employee is trying real hard to keep your customer happy. I think you should stop using Maesk, they are more focus on import/export business, rather than delivery business.

I had an amazing experience with Grillio, especially with the help from from Shara Jennett. I originally received the wrong grill (propane instead of natural gas) and Shara was so great in helping me return it. She went out of her way to make me feel good and as a result, I would highly recommend Grillio.

I ordered an oem Viking grill cover from grilling and got the wrong cover. Wrong material and no Viking logo as pictured on their website. I called their customer service department and explained the problem. They asked for pictures which was weird from the start. Sent the pics the same day. Now we are a whole week later and still no return sticker. Talk about red tape and one delay after another. If this is supposed to be a seller of quality grilling equipment, then their customer service and support doesn’t live up to their standards.

Order shipped late. Order had a damaged item, and was missing an item. Most of these issues appear to be with the manufacturer Mont Alpi. Contacted customer service and did get a quick response however was told my claim would be answered in 48 hours. More than 2 weeks have passed and my issues have not been resolved.

I ordered a full outdoor kitchen with griddle, grill, stainless steel cabinets, and the upgrades on the grill. The website states that the customer will be contacted prior to delivery and be given a delivery window. I was never contacted and a pallet was delivered in my driveway in front of my garage door blocking my car. I called Grillio and voiced my concern and that the grill had not been delivered. They apologized and made excuses and said the next delivery would be signature required and I would receive a call. The delivery company DID NOT call the following week when they dropped off another pallet with the grill. When I called customer service, they made more excuses and said they were sorry but it was the manufacture's fault. She said to make up for it she was sending me a pizza and grill accessory kit. Also, she would send me an email immediately after the call confirming. So....never received an email and never received the accessory kits. Tory was great in sales in explaining everything, but the delivery and service is poor. I have to add a few more items as the outdoor kitchen project are expanding and I am shopping for all the new items at BBQguys.com. Grillio has good pricing but terrible service and they blame everything on the manufacturer when they should be aware of shipping procedures.

I waited for 2 months to get a return authorization. I finally got it and returned the part over 2 weeks ago. I still get a run around about where my credit is and it hasn't even been issued yet. They put you on hold for 10 - 30 minutes and come back with a new excuse. Poor customer service

Ok, normally I don't like to write negative reviews but my experience with Grillio warrants it and hopefully it will help others.

I ordered a $3K Gozney Pizza Oven from Grillio in early June and was assured the day of purchase that yes, the item was in stock and ready to ship. They even said they double checked availability that morning and could direct ship to me for a quicker turnaround. 2 weeks later, no grill and no updates. I reached out and was told the ovens were not available and they were not sure what happened but they expected delivery in next few days. I waited another week and still no grill, still no communication. In my follow up call, they said they were "waiting for tracking information". What does that mean, I asked. After digging in, they confirmed they they didn't know when their "distributor" would be sending them the oven but would check other distributors and get back to me. 2 days later still no word back. In all, I made many phone calls and emails (>10) with promises to call me or email back with information which never happened. Ultimately, over a month later, I decided to cancel the order which was yet another frustration. "We can't cancel your order without you talking to the sales manager". I call the sales manager who says yes he "approves" the cancellation and not sure what happened. Next call with customer service confirms they can go ahead and cancel but they cannot refund the money until their distributor also approves canceling the order from the distributor side. After that it can take up to 14 business days for the accounting team to review and reversed the financial transaction (it actually only took 2 or 3 days).

Suggested improvements:
1) Grillio should not accept orders for items that are not in stock or back ordered without telling their customers. Don't make promises you know you cannot keep.
2) When delays do come up, Grillio should proactively inform customers of the delay rather than waiting for customers to call them.
3) Keep your commitments. 4 out of 5 different people I spoke with promised to call me or email me back with updates on my order. Only 1 person actually did that and that was the person that helped me ultimately cancel the order.

After all of this, I would think twice before chasing the lowest possible price and seek out companies that maintain their own physical warehouse and have hands on accountability. I wound up using BBQ authority who shipped my Gozney in 2 days and I was extremely happy with them.

They get a 1 star cause it’s the lowest you can give. Ordered a grill on June 23rd and was charged right away on my card. Never received a shipment number or any information. Called a week later and was told they will look into the order and get back to me, which they never did. Called again a couple days later and was told the same thing. Again never received a call back with any information. 3rd call and you guessed it, we will look into your order and get back to you. I said I am done and just cancel my order. She apologized and said if it has been shipped by the distributor, then it can not be cancelled. She will call me back within 24 hours. Well guess what, no call back and 2 days later, same answer from her manager, this time a couple of hours. I requested a cancellation of the order and full refund back to my card which should’ve never been charged before shipment. Stay away!!! The best price does not always deliver!!!