Char-Broil

I ordered an outdoor kitchen on May 26th and its been one problem after another! Beginning with the initial order I was supposed to be contacted the following Monday (although Memorial Day Holiday) but was assured they work that day and someone would contact me with the final price and shipping instructions. Monday-no contact. Tuesday-no contact. Wednesday-no contact. Thursday-no contact. I waited the entire week and I decided to call on Friday (one week later). No one had followed up on my purchase request.

That Friday June 2nd I finally had someone (very helpful) who took my order of the "Complete Modular Unit". I paid for the unit and was told that it would be shipped via Old Dominion Freight. On Monday June 5th, I went online to check my order and noticed that they they failed to ship…

Case # 1748707 I experienced total confusion in chatting with agent, Jamie regarding a wrong replacement part being sent. I ordered the right part, paid for the part plus shipping. It was ordered through your official https://www.charbroil.com/parts/search/results/?model=11601578. After nearly an hour, I will end up paying $67 for a $20 replacement part due to this error by your Fulfillment Department. Rest assured that I will pursue my complaint until I receive satisfaction. I will be glad to supply details if you respond to this complaint.

Never again will I deal with Char-Broil! The business used to be reputable when I first began purchasing your products which was 50+ years ago. How sad and disappointing to see what you have become.

Order #563290 was placed on 5/2/23 for two products. 02. 36. 66 which I should be credited for. 66 be billed for in the first place? I was told the products were being shipped from Georgia. Now I find out it's coming out of Canada.

Now I'm told I won't receive the shipment till next Wednesday. 5/17/2023. The order was shipped on 5/3/2023, which equals 14 days of shipping time, not 7 to 10 as told by the service desk while placing the order. All I want is for the products I ordered, and the correct amount of monies be established in my bank account.

New products with the order delivered, and correct billing. )

My grill was shipped without a drip tray and the lid was dented upon arrival. I immediately reached out to customer service, registered the product as instructed, but never received a response or resolution! In the meantime, the grill had dripped all over our wooden deck badly damaging it and caught fire! This is a safety hazard and the lack of communication and service is absurd! We contacted Lowes as well and they said we are past the 30 days (since we were waiting on a drip tray char-broil said they would send)!!!! And we need to go through you. Please refund or replace this terrible, damaged grill or I will be writing directly to the CEO as a next step. Thank you, Amanda Bertrand

Case 1661609

April 10th, 2020 The reason for this correspondence is to voice my displeasure with my Char Broil 3 burner Infrared Grill that is less than 3 years old purchased on 4/28/2019, Mod. # G460291812000264 I use it about twice a month which amounts to about 70 times during that 3 year period.

After each use the grill is put in the garage, so it is not left in the elements. My complaint is the bottom of the grill is rusting and has a hole slightly smaller than my fist which has been there for awhile, and the metal around the hole is very thin and rusting.

I’m 75 years old and have had numerous grills in my lifetime and this is the first time that I had a grill that rusted out in that short of time. The material used in the manufacturing in my opinion, is substandard, and of poor quality I feel…

I purchased a Charbroil grill. I’ve only had it for 2 years. I keep it covered from the elements 24/7. My issue is that the internal parts have all rusted, a few burners have gotten to the point where they no longer exist…..

I’m asking that you send me replacement parts

Hi,

I purchased a CharBroil Grill (Model No. 463351021) on 5/21/21 from BJ’s Wholesale. Approximately 2 weeks after the purchase the automatic ignition switch failed. I contacted your team and received a reply on 6/8/21 explaining that the spare part needed to fix the issue would be sent (Part Number G470-5503-W1, Order # 5260088).

By 7/1/21 I hadn’t received the spare part. I called your team again and learned that the spare part (SKU G470-5503-W1) was on backorder until 8/30/21.

I called for a 3rd time on 9/1/2021 and was told that the spare part was in stock and that I should be receiving an email confirmation that the part will be shipped to my home.

However, I never received that confirmation e-mail and called your team again on 9/10/2021. I was told that Customer Service didn’t…

You absolutely have to do something about your "Chat" customer service. I asked a question about the width (depth) of the upper level shelves. The representative just gives me a link to your web page (where I had just come from).

Osvaldo then replies as seen below. WHAT?? Basically he is saying (with typos and poop grammar) that he isn't going to look for me because there are too many and I should look them up myself! This is so unacceptable for customer service I can't even believe the guy typed that!

You guys have a long way to go before you get your customer service fixed! You have a nice product but you have lost me as a customer.

I have written the CEO and tried customer service. I am currently reaching out to WC Bradley executives. This is ridiculous Char Broil will not replace my grill parts that rusted out in a year.

I had an incident with my BBQ and needed some spare parts to replace the damaged ones. I live in the UK so contacted the European agent. They said they couldn't help me, I had to go to the UK agent (BedsBBQ).

This I did and they were very slow to respond. When they did they asked me to submit a list of parts using part numbers from the original documentation, which I did. THIS WAS 2 MONTHS AGO! I have regularly contacted both BedBBQ and CHarBroil EU to try and progress things.

In both cases I have been told there is a backlog, BedBBQ actually told me that Char Broil support was poor and not to expect anything soon and even when we got a price it could take weeks for that parts to come in! I am now totally fed up and angry at the poor support I have received and so am sub,itted this…

2 hours on hold over two days. Never a human. Tried 2 different phone numbers. All just so I could ask a simple question about a new grill. I will be returning the grill and buying a Webber.

Brought the unit and have had so many issues with the unit. When it does work it seems to do a nice job, hence the second star. 00 for shipping). This will be the 3rd part I have changed out on a unit that if I use once a month is a lot.

Replaced the part, unit lit up. Decided to do some smoking, placed the meat in, started the process, all lights showed it was working properly. When I checked in hours later to take the temperature of the meat I realized that although all showed well on the display the unit never actually started up.

As a result the meat was sitting in the cooker on a hot NY summer day. This is not the first time I have had to either throw meat out or cook it in a different manner that the smoker for which the meat was intended.

I am not an engineer but seriously how…

I bought a char broil gas. Grill smoker combo on the gas side the knobs on all burners broke already only had it 6 mths would like replacement knobs the grill itself is great use it all the time

I saved to purchase my husband a smoker the wifi one he really wanted and it refuses to connect. It is unreturnable and your " help line " said sucks for you. Thanks what a waste of money. It will not work at all rip off.

Customer Service does not follow through with any discussed agreements. after 4 attempts and promised call-backs, they fail to do so. Trying to repair a grill with parts they claim to have only to find out weeks later they do not.

We purchased the hole outdoor kitchen with the slate top. Every one that we purchased from lowes was dented. The large grill will not clean up well. I have called many times and asked what to do and you don't know what to do. You have no answers!

The bar top ledge that is NOT in sun and in a covered area the slate has been loosing its color! We have paid over 5,000 and it has been since June 2018. So very unhappy with your lack of care, and just taking money with no service.

I should have this hold kitchen replaced immediately. You never return any calls. Char Broil you should be ashamed of your self. this is my 6th complaint and no response from you. You need to replace everything. I had to wait for years to get something like this and you just took my money.

So very unhappy with you.

SMOKER SER. 15202033 With a full tank from my local propane supplier my smoker works fine after the smoker is turned off 1/2 hr. or so the heat will not come back up . The tank weight is around 23 lbs.

I bought my son one before this problem started to crop up . Now his smoker is doing the same thing . Is there a problem I should know about or should we just take our losses and select another brand .

THANK YOU FOR YOUR TIME ! RANDY PRICE

Picked up a new grill on Amazon and had it shipped to my house. When it got here the grill was exactly what I was looking for. Of course, it is a bit cheap in places, but what do you expect for $399?

It is not a professional quality grill, but I am happy. We cook steaks and hot dogs on it weekly in the summers.

We tried to buy a Charbroil BBQ from your store on 19th street in Moore Oklahoma last Sunday 01/01/2016. I waited for 35 minutes. The cashier came back to us and informed us that he was unable to sell us a BBQ today as no one in the store could get one off of the rack. I then went to the customer service area and asked to speak with the person in charge at that time. Rebecca came up to us about 13 minutes later and told me that their was no one in the store that was trained to run the lift for pulling the BBQ off of the rack.

I emailed Walmart and stated let's see if you are all about customer service or the dollar. I have not heard anything from anyone at Walmart. We shop there a lot but are now going to use other store's for our families needs. We will go to Amazon.com or directly to…

I bought a new Char-Broil grill from sears about 5 years ago and the bottom frame is all rusted out and cant be fixed. The burners hardly work and there guaranteed for 10 years. I paid about $700 and would like a credit to use at sears for at least $350.

I needed a grill so that I could arrange for get together in my garden. Char-Broil Patio Bistro Infrared Gas Grill was the best choice I had. Easy to ignite and easy to keep clean. Really great for cooking steaks, hamburgers and chicken too. Small and fairly easy to move around. Really satisfied with this grill. The cooking is easy on it and cooks every part very well. It is a good value for money and one doesn't have to worry about cleaning. That also is easy. i would definelty use this going forward for quite many times and would suggest this to all.

I bought a Char-Broil grill at Lowe's last year. So far it's been nice but at times the grill seems cheap. For example, my main complaint is that after only a short few months, the grill began to rust over a bit in the elements. The top and…