Complaints

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:07/11/2024

  Type:Product 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.

  ***** stated not working and emailed them because it is still under warranty they sent me a part to exchange out so I did. ***** still didn't work told me check the wiring and if not it could be the controller. Have emailed them ************** since June 16th a month ago and will not email me back. At this point I want some of my money back or ship me a new grill. In the future I will not buy another grill from them and will tell everyone I know to never buy one because it seems like they don't back there warranty

  Business Response

  Date: 07/18/2024

  Hello ******, 
  
  We have emailed *** and have offered him a replacement of his ****** to resolve his issues. We have apologized for the customer service he has received from our team and we are working to make things right for him.
  
  
  Thanks & best regards.

  Customer Answer

  Date: 07/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/26/2024

  Type:Order 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.

  I purchased a grill from Z grills and it is defective. I contacted them the first time and they sent me out a new temperature probe to install. The temperature probe took over two hours to install and did not fix the issue. The grill will now not heat up over 95. I called them back and let them know and they said they would send out another part which I have not received, I also let them know that I did not want to continue installing new parts to try to fix some thing. They said that they would look for an alternate solution and send try to send me a new ******. I have been calling them every day multiple times a day for over a week have sent them multiple emails and left messages multiple times a day with no return call. *** also tried to chat online with them with no response . The grill has not worked for over two months and the manufacturer will not help me resolve this issue.

  Business Response

  Date: 07/08/2024

  This customer were taken care of. A new and upgraded grill was sent to this customer as compenstation.

  Customer Answer

  Date: 07/09/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/28/2024

  Type:Product 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.

  In March I purchased a pellet grill from this company. Due to circumstances, I wasn't able to assemble the grill until late April. After assembly, I noticed the grill I received did not have the advertised features of the one I purchased. I attempted the company via phone and email. The company did leave me a voicemail at one point asking me to call them back, but I have since called them 4 times without any contact. They also did email me once asking me for information and photos of the received product. I did respond to that email with all the information they were seeking. Again, I have not heard back even after 2 more emails. I simply want to confirm with them that the product I ordered is the one that I received or not. If it is the wrong item, I want to discuss the options necessary to resolve the issue. They simply do not respond to customer inquiries in any form and I do not know how to get them to contact me.

  Business Response

  Date: 06/05/2024

  Hi,

  This is ****** from Zgrills telephone customer service team, me and my team have tried reaching you multiple times in the past 2 weeks, however, none of us was able to reach you, please provide a phone number we can reach you at. Our working hour is 9AM - 5:30PM PST. 

  Customer Answer

  Date: 06/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Z Grills business communication is really messed up.  After this complaint,  I have been bounced around to several people.   I eventually was sent to their "advertising expert" and was told that I recieved the correct product.  They apparently made changes to the advertised product, but didn't update the website or instruction manual.  Basically,  "you got what you got".   Oh...  and they'll send me a free gift for my hassle.  ??  I'll believe that when I see it. 

  Since that email discussion,  I recieve calls daily trying to contact me about what my complaint is and how they can help.  They call during my work hours even though I've left messages to call in the morning hours.  When I call back....  yep, no answer.  The absolute worst customer service in the world.   

  So please, just close this complaint and I'll **** it up.   The product I recieved is a nice unit and will work fine, but it is not what was advertised on-line.   

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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.

  I purchased a smoker from Z Grill in 2018. i was able to be in a program where in 5 years I would get a refund back for the amount of the grill I purchased. I have attached the supporting documents. When the deadline arose I contacted ****** in order to obtain my rebate. They sent me a rebate check in September, but when I attempted to cash the check the bank was not able to withdraw funds from Z Grills checking account. I contacted ********************** and they proceeded to issue another check. At this time I decided to go to ************** where Zgrills has a checking account from where the check was issued. The bank notified me that they would not be able to cash the check unless Z Grill authorized funds ffor the check. So basically it was a check that could not be cashed after the bank tried to contact them on numerous occasions. Eventually the accounting department at Z GRill says that the check was cashed despite no funds ever being withdrawn from the account. After numerous hours on the phone this issue was not able to be resolved with them directly and thus it has led me to file a complaint with your office.Thanks you for any assistance that you would be able to provide.

  Business Response

  Date: 05/28/2024

  As I reviewed this case on my end, I have noticed this customer has called in multiple times regarding the rebate program. However, with the attachments I have attached, it shown we have issued the rebate check for $699 the first time customer called in, which would be 11/28/2023, the check was later cashed. A few days later, customer called in again regarding the same rebate issue, requesting another check, so that is what we did, we wrote another check to the customer. The withdraw of the second check failed because our financial department notice there is 2 payments of $699 coming from one account, after verified with our rebate team, our financial office have refuse the withdraw request of the second check. 

  Customer Answer

  Date: 05/29/2024

   I am rejecting this response because:
  In my initial complaint it was noted that on my attempt on 10/25/23 to deposit and cash the original check my banking institution stated that the check was not cashable and subsequently no funds were deposited into my account. I received a return fee chargeback on 10/30/23 as a result of my initial attempt to deposit the check.  Z grills is in error that there were funds withdrawn from their account.
  
  

  Business Response

  Date: 06/05/2024

  After reseaches and communication with East west bank, We have confirmed that this customer had never successfully deposit money into his account. 

  We are very sorry about the inconvinience and will issue another valid check of amount of $699 and this customer will receive it whihin a week.

• Initial Complaint

  Date:05/01/2024

  Type:Product 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.

  Received and assembled the grill, partially into the start up procedure the grill stopped working, lost all power. After three emails and two phone calls the company offered a $200.00 account credit and a replacement part. They now refuse to do either.

  Business Response

  Date: 05/08/2024

  Hello,
  
  This customer is being taking care of and his grill is fixed after replacing the contoller that we sent.
  We would like to also partial refund this customer if he can close the dispute. Shopify system does not allow us to make a refund when there is a open dispute exists.
  
  Thanks & best regards.
  

  
  

  Customer Answer

  Date: 05/09/2024

   I am rejecting this response because: My credit card company's advice is to wait for any promised refunds post to my account before I cancel any disputes.  I have an email from Z Grill support that they will issue the refund in return for my cancelation of the dispute.  Z Grill currently warrants an "F" rating from the BBB.  What would you do?
  
   

  Business Response

  Date: 05/14/2024

  This customer is being taking care of and his grill is fixed after replacing the contoller that we sent.
  We would like to also partial refund this customer if he can close the dispute. Shopify system does not allow us to process a refund when there is a open dispute exists.
  
  

  Customer Answer

  Date: 05/14/2024

   I am rejecting this response because: ****** Z ***** has offered a $200.00 credit to my account.  This amount is be credited to my credit card account prior to my release of the dispute.  This was agreed to by a Z ***** support rep via an email to me.  My credit card company strongly suggests any promised refunds be posted prior to my canceling the dispute.  Z ***** has a number of open complaints with your organization, and you have graded Z ***** as an "F" on your website.  I don't believe Z ***** will follow through with the refund should I cancel the dispute. Do you?
  
  

• Initial Complaint

  Date:04/16/2024

  Type:Product 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.

  I bought from their website the limited blind box sale (not much of sale since its been going on for months). I received a cheapest grill possible. Claims to be a gen three but it is at least 3 year olds based on reviews which I believe to be fake. I used it twice and the probe began to fail. I took apart to inspect the wiring. The wiring as well as all the insulation was melted and damaged. Both ends of the wire. I filed a complaint on companies website with pictures and descriptions but was sent back a generic reply asking if I checked the ****** and ash pan. I replied back and the response I got back would be that they would send me a new probe. There is nothing to connect the new probe to! The wiring is destroyed by poor construction. There is clearly a language gap with customer service. They are obviously on the other side of the world because I only get responses at 8pm central standard time.

  Business Response

  Date: 05/02/2024

  Hello, 
  
  Sorry for the late response. We have been calling this customer for ***** and left vioce mail to see if case can be solved.
  By looking at the pictures provided on the BBB website, I can see the grill was assembled with a mistake, which can be solved by simply replacing one part. For the last 4 days we been trying our best to contact the customer either by the email or the phone number provided on the order, however, customer never answered nor reply to any of our messages. We are willing to replace any parts for customer to get the grill working again, but we can not do anything if we can not gain any information from the customer. 
  
  Thanks & best regards.

  Customer Answer

  Date: 05/03/2024

   I am rejecting this response because:
  
  I see them calling but its during my working hours and I cant answer. Im available after 5:30 central time zone. I try calling back but i get a message unavailable.
  

  
  

  
  

  Customer Answer

  Date: 05/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Can you close this out? This has been resolved
  

  
  

  Business Response

  Date: 05/06/2024

  Hello, 
  
  This customer is taken care of. ***** will be a new grill ships out for him by next monday.
  
  Thanks & best regards.

• Initial Complaint

  Date:03/13/2024

  Type:Product 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.

  The box that arrived was damaged and the product is defective. They tell me you can only return it if its unopened. So I send a picture of what I can without opening it. They say it looks fine and refuse to give me a refund. Terrible company. The customer is always right. I will never buy a grill from them again.

  Business Response

  Date: 03/21/2024

  This customer purchased blindbox bundle with acknowledge of our return or exchange policy for blindbox. The box might be damaged through shipping and handling process but accroding to the picture provided by this customer, we are not able to find any defect part or quality issue with the grill. We are not sure how this customer was able to tell the grill is defect without using it.

• Initial Complaint

  Date:03/05/2024

  Type:Product 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.

  Order 112-4573580-8496257 The grill arrived. I put it all together and it worked the first day. Went to use it the next time and it did not work at all. Completely dead. So I had to disassemble it and get it packed up in the original box, haul it all down to the *** store and ship it back. That was over week ago. I havent received a cent of my money back.I went through all that trouble and now they are still holding my money. Completely unacceptable! The very least you could do is promptly refund my money. Ive wasted too much time on this thing!

  Business Response

  Date: 03/13/2024

  We have communicated with this customer and the refund will be issued by Amazon once we received the grill in our warehouse.

  Customer Answer

  Date: 03/14/2024

   I am rejecting this response because:
  
  First the seller tried to get me to repair the unit myself. Then they blamed everything on Amazon. This item was SOLD by Z-grills and shipped by Amazon. 
  They said in their response that I would get a refund after they received the item back at the warehouse. Its been back at their warehouse for two weeks now according to the tracking.

  I went through a lot of hassle over this purchase and none of it was my fault. The only acceptable solution is for Z-Grills to repair the unit I sent back to them and return it to me free of charge. Its not like they can resell it to someone else. So it either gets tossed out in a landfill or they do the right thing. Its the least they could do considering all the trouble I went through. 

  Business Response

  Date: 03/21/2024

  Sorry for inconvinience. We have informed Amazon that we received the grill so this customer should be refunded shorly by Amazon.

  Customer Answer

  Date: 03/21/2024

   I am rejecting this response because:
  It should not be this difficult to get a refund. You had received the defective grill over three weeks ago and you are just now following through with notifying Amazon. My time and effort has been exhausted 
  
  

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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.

  In August 2018 I purchased a ZGrills 700 smoker/grill as part of their rebate program. They promised the full purchase price refunded in 5 years and stated they would automatically issue the check within 8-12 weeks after August 7, 2023, when my 5 year wait period was up.I have reached out to ZGrills using various methods (phone calls, emails) but have never received a response. I started attempting to contact them in December 2023.I have a certificate that ZGrills emailed to me on August 24, 2018 stating the terms when I would receive my refund. I have attached a pdf of that email.Thank you for your assistance!

  Business Response

  Date: 03/08/2024

  The reason that why we did not issue the rebate check to this cutomer is that we could not find a contact number on our record. Our accountant has updated the informtion after seeing this complaint and will issue the rebate check to the customer's address as soon as possible. Sorry for the inconvinience.

  Customer Answer

  Date: 03/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  That is of course that they follow through on what they have agreed to.  I have re-attached the certificate they sent me in case they need that.

  Thank you!

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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.

  Ordered the new 1004D grill from ZGrills and it stopped working the first 30 mins in the middle of cooking for a group of family members. It was working fine and then all the power went out. I contacted them which took a day for them to get back to me. I told them what happened and they said the fuse probably blew but theres a spare one inside the control panel. I said that I didnt know how to do this but they insisted that I look it up on ******* myself and follow the directions. After taking it apart and troubleshooting per the ******* video and replacing the fuse, it turned on for a couple minutes and apparently blew again. ******* says its probably one of the other connectors/fuses most likely the purple one and that I would need to call the manufacturer immediately and tell them the issue and that its under warranty. Ive left about 3 messages and its been about a week with no response! *** left messages asking for a refund and still nothing! This company is shady and the parts they use must be cheap or something because they said the fuse thing happens a lot but grill is brand new! I have a friend that had to return his for the same reason! Horrible nightmare experience! Be aware!

  Business Response

  Date: 03/08/2024

  We are sorry that the customer was not taken care of due to high volume of phone calls. The customer is being taken care of now and we also issued a partial refund as compensation for the delay response.