Complaints

This profile includes complaints for Wholesale BBQ Islands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wholesale BBQ Islands

  2720 S Market St #103 Gilbert, AZ 85295

• 

  Wholesale BBQ Islands

  19027 N 83rd Ave Peoria, AZ 85382-2834

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ********** from Wholesale BBQ Islands on 10/12/2024. The island was delivered on 12/03/2024. We paid $7,000 on the date of the order and another $7,000 on 12/07/2024 for a total of $14,000 as we both agreed. They said they would pay the sales tax if I gave them cash. Which I did, but I dont know if they really paid the sales tax. For this they were to provide a BBQ island built to our specs and delivered to our house in **********. Which they did.During the installation one of the drawers would not fil properly into the island. The installer used a high-speed electric grinder to remove some of the cabinets metal frame until the drawer fit into the island. During the grinding processes, that lasted about 30 minutes, he allowed the hot molten metal sparks to hit several panels on the glass patio doors. These doors are only a year old. Twelve days later the windows were cleaned and we noticed spots all over the lower 1/3 on 3 of the glass door panels which were in direct fire from the grinder. I finally figured out the spots were actually pits caused by the sparks thrown off the grinder and melting into the glass on the door. The door is only about 6 from where they were grinding. They made no attempt in any way to protect the door or the glass. On 12-16-24 I contacted *****, our salesperson, about the problem. He said he would let ****, the owner, know and **** would be in contact with me. **** finally came by on 1-22-25 and looked at the problem. He took some pictures and said he would talk to the door manufacturer and get back with me. I mentioned to ****, if we get this resolved quickly I would only require the worst of the 3 panels to be replaced. After almost a dozen calls, texts, and emails, they will not respond. **** will not answer my calls, and ***** says the matter is out of his hands. I have receipts and pictures if they are needed.

• Initial Complaint

  Date:09/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the SECOND time i've had to request your assistance in getting this company to deliver items that we had previously paid for. March of 2023 they delivered our paid in full cash *** Island finally after having to ask for BBB's assistance in remaking this unit correctly. Unfortunately, they failed to deliver the *** cover to keep the stainless steel cover from getting ruined by the elements of ******* weather (monsoon, dust Storms, etc)...we have been called and visiting their showroom to inquire as to the where about of our cover only to be told several different excuses as to when we would receive our cover. I've even offered to drive to their warehouse to pickup our cover as we haven't had use of our *** since last March after paying $8000. As of Sept. 14 we were told the cover was being sent via **** which has never been delivered. They are running out of excuses and I'm running out of patience...I realize this cover is probably less than $100 but we already paid for it and want it... as we've already lost over 6 months of use of our *** Kitchen we request the BBB's immediate assistance. .. should you be unable to assist us in this matter please notify us as soon as you are able and we'll seek other means of assistance but being that we've already requested your assistance of this company prior to this request it should be duly noted on their business record for future issues..thank you

  Business Response

  Date: 09/27/2023

  Hi Mr ****************** you for shopping with us, your bbq island came out awesome. We apologize again for the delay of your Grill Cover. It has been in Back Order but *********** we finally got a tracking number and it shows you shall receive the cover today. Not sure why a cover is holding anyone back from using their bbq, But we hope now that you receive the cover. You can now use the bbq grill. We hope you enjoy for many many years. Thank you once again and We appreciate your patience on this one. Our team is also learning from this experience to ensure you and future customers have a better shopping experience with us next time. Keeping things in stock has been hard and unfortunately we have no control over things being back ordered. Apologies again and Thank you for your business.

  Customer Answer

  Date: 09/27/2023

  Gentlemen:

  I find it IMPOSSIBLE to believe the cover has been on back order for over 6 months and suddenly when the BBB got involved by magic it arrived at your destination... you also mentioned that it was received at my home today (WED) so far nothing has arrived at my home...I've checked with the *** manufacturer and they claim that there was NEVER any back order on the covers.  For over 6 months NOT once did you ever notify me that there was a back order on the cover. I was told several different excuses even one that said that the cover WAS already sent out to my home via USPS....as far as why we couldn't use the *** until we had a cover for it ..well simple answer after spending that much money on it why would anyone expose the stainless steel cover to the elements of our summer monsoons  and have the cover damaged immediately.  I believe the reason for the cover was to keep the cover shiny and not damaged by sun...dirt...rain. etc...by the way I've got several text messages indicating that the cover was already in route to my home over the past several weeks....how was this possible if it was on back order.....I request that the BBB keep this complaint open until I notify them that I have received this cover. Should I not receive my cover by NOON Thurs. Sept.28 delivered to my home I will then proceed with other means to recover "loss of use" charges for the time frame from date of *** delivery until arrival of the cover...

  Business Response

  Date: 09/29/2023

  ************************* Blaze 32'' grill cover has now been delivered. According to *****'s tracking information from ****** it was delivered at the front door step. Thursday 9/28/23 at 10:41 AM

  Once again, on *******'s behalf, here at Wholesale BBQ Islands. We do apologize for such a wait. We are glad you have your cover now. We hope you enjoy your bbq for many many years to come.

  Thank you.

  Customer Answer

  Date: 10/11/2023

   

  I have received the *** cover after over 6 mo of hassle...I certainly do not appreciate being lied to over and over blaming factory back order when it was not true as I called directly the manufacturer and they claimed there was NO back order and it caused me to not use my *** Kitchen all summer ...I just want to protect future buyers to be aware when buying from them...

• Initial Complaint

  Date:04/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 23, 2023 we ordered a custom BBQ Island for our backyard.. we selected the tile to be used on the top surface and trim and even took a picture of it to show family what we were getting. We paid in good faith $4000 cash deposit to begin the building process. We signed the order form #**** and the sales rep. listed the tile that we had requested. On April 20, 2023 the delivery truck showed up with different tiles that we expected. When we called the company they first said that they wanted to make us happy and correct the situation. Later that day they called again and said that we signed the sales order for the tile that was on our BBQ when it arrived....and that we should have checked the order prior to signing it...how were we to know what the codes for the tiles were supposed to be as we took the salesman word that he ordered what we asked for. Rather than them simply changing the few wrong color tiles they are insisting that we take it as delivered..we still owe the balance of $3469 which of course we're not paying until it's correct..it is really a simple solution for them to make considering we paid $7469 for this unit.. If they're willing to accept giving us a $2000 refund we're willing to accept this unit as is and we'll pay a tile company to install the correct tiles..as each day goes by we don't have the use of **************** for entertainment...we've waited over 3 months for this BBQ and now it's not what we ordered....