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:02/16/2024

  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 purchased a ZGrills, grill cover ($85.79) for my daughters boyfriend for Christmas on 12/22/23. We did not celebrate Christmas until 12/30/23 due to healthcare work schedules (yes, giving back to the community). My daughter had bought him the grill for Christmas and is was not until he opened the grill that she realized that her the grill came with a cover. I have been contacting Zgrills since 1/10/24 when he took it out of the box to put it together discovering the cover in his grill box therefore, not needing the one I purchased separately. I have contacted them 5 times in the past 6 weeks by email and have left three messages on their voice mail and they will not send me the requested return label. The responded the first time to ask for my order number on the original email and the second time asking what was wrong with the cover....again I had already explained in the first two email. I haven not heard back from them in the following three emails or two phone messages. Do not buy from them. Their customer service is obsolete.

  Business Response

  Date: 02/26/2024

  The customer ******************* has been refunded. We do apologize with the inconvinience.

• Initial Complaint

  Date:01/21/2024

  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.

  I ordered a grill from them on Jan 7. ***** claimed it was delivered Jan 11 (Im also very upset with them as it took forever to get in touch with anyone just for them to say they delivered it and i need to contact the company. The proof of delivery photo they sent shows a picture of a random wall, not the grill in front of my door. Not sure if i need to file a complaint against them also as they might be at fault for this for not delivering it to my door.)Ive been in contact with 3 separate people from zgrills and each person has taken over 24 hours to respond each time, if they even respond. They havent contacted me back since January 16th. Every time I call or try to use their online service agent, no one answers or is online during their business hours like the website claims they are. One person told me they could help me contact ***** even after i told them i already filed a missing/undelivered package report with them. Another sent me the delivery confirmation I already had from ***** and said it was delivered and then stopped contacting me. The last said they would try to contact ***** and look into it and never contacted me after that. I just want my grill. The few times ive been able to actually get in contact with someone at the company, no one is being helpful and just gives me info that I already know and have told them. I paid a good amount of money for it and they wont do anything to help me with this. My order number is ******

  Business Response

  Date: 02/06/2024

  Hello ******,
  
  I am so sorry for the delayed response on this BBB. I can assure to you that this customer has been taken care of and the proof is attached. I am new in this role of Zgrills so still leaning how to deal with customer complaints. We have tried to wait for ***** about a week to take care of this case and since there is no resolution we will refund customer even though it shows delivered.
  The customer was actually refunded on 02/05/2024.
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  On 12/09/2023 we contacted the business to explain the grill was damaged on arrival. We submitted all photos and explained what the damage was. We spoke to ******, who has been very polite throughout the process. However, every communication from her is "they are looking into it" " we will ship you repair parts" and " we are waiting for the shipper to take responsibility". We had asked for a replacement, a refund and we keep getting the same responses... no one is available to make a decision. ******, I was expecting a call from you first thing this morning, but have not heard from Zgrills yet. My mobile number is ************.After the last 40+ days of back and forth regarding resolving the issue of the damaged grill, these are the ************ we are willing to accept:1) A full refund within the next *************************************** 2) A new grill shipped to us, within the next 48 hours WITH a tracking number and pick up of the damaged one at the time of delivery AFTER we inspect the new one for damage.If I do not hear from you within 24 hours, I will assume Zgrills is not interested in resolving our claim in an amicable matter and we will move forward with legal counsel.Let me remind you that commerce transactions require two parties to meet an agreement at the time of purchase. In our case, we paid Zgrills an amount of $1,200+ in exchange for an operational grill FREE of damage. We fulfilled our part of the agreement. Zgrills has not. There are laws that protect consumers.In the ***********, a legal action can cost the business a fine of up to $25,000.This would be significantly higher than the cost of the grill, never mind legal expenses, which I will ensure are included if we are forced to hire an attorney and take Zgrils to court... I think my husband has been extremely patient, however, I believe the time is here to resolve this matter.I expect to hear from you by the end of the business day today.

  Business Response

  Date: 02/06/2024

  Hello ******,
  
  I am so sorry for the delayed response on this BBB. I can assure to you that this customer has been taken care of and the proof is attached. I am new in this role of Zgrills so still leaning how to deal with customer complaints. 
  The customer was actually refunded on 1/19/2024.
  

  
  

• Initial Complaint

  Date:12/14/2023

  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.

  I participated in a Zgrills promotion which requires them to send a rebate in August of 2023. The terms and conditions say it can take up to ****************************************************************************************************************************************************************** and never did.I called on 12/4 to check the status of it and they said they would respond by 12/11 and never did.I called on 12/13 to check the status of it and they said they needed just a few more hours to respond and never did.They are now 18 weeks past when the rebate was supposed to be issued.

  Business Response

  Date: 12/26/2023

  Hello ******,
  
  This customer's rebate check was sent, please take a look at the attachment I've included. We are undergoing many changes within the company, which has set us back with the rebate checks.
  We have expressed this with customers in hopes they would give us ***** during these difficult times. We are doing our best to get these checks out as quickly as possible with the new team and system we have. 
  
  Thanks & best regards.

  Customer Answer

  Date: 12/26/2023

   I am rejecting this response because:
  

  The payment has not actually been made. Zgrills sent this not on 12/20/2023 and it is now 12/26/2023 and not payment has been received.

  Payment was due on 11/26/2023 for which Zgrills gave themselves 16+ weeks to process a rebate payment. Whatever issues they are claiming they are having, that amount of time should have more than covered any processing time they needed.

  Zgrills is now another 5 weeks late, and it is our position, that Zgrills hopes customers just forget about the rebate promise they made and will keep the money in their pockets.  We are filing court action on Tuesday Jan 2nd, if payment has not been received. That is more than enough time for a payment that Zgrills said they issued on 12/20/2023 to reach us.  No payment send after that time will be accepted except through the courts with court fees and damages.

  
  

  Business Response

  Date: 02/06/2024

  Hello ******,
  
  I am so sorry for the delayed response on this BBB. I can assure to you that this customer has been taken care of and the proof is attached. I am new in this role of Zgrills so still learning how to deal with customer complaints. 
  This rebate check sent to the customer and he had already cashed it out on 12/28/2023.
  

  
  

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because:

  A screen shot of them trying to issue a check is not an actual check.  If they mailed it where is a copy of the actual check.  Or a copy of a cashed check. 

   

  The fact the rebate was due in Aug and then they took another 4 months to process its completely unacceptable business practices. 

   
  

  
  

• Initial Complaint

  Date:12/05/2023

  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.

  Purchased ZPG-700E (SN: ZPG700E18002595) during their EAT Money Back Program in July 2018. I received a discount and only paid $299 and was informed that I would only receive $299 for the rebate.July 2022 I had some issues and wanted to get the rebate early and apply to one of their new grills. After SIX WEEKS of back and forth they confirmed my rebate and offered a $299 refund to be processed after I had paid for a new grill in full. I had purchased another grill by then and let them know I wouldn't be taking them up on the offer, I asked for the rebate information so I wouldn't have to go through that all again. I left two additional voice mails and 2 emails requesting this information and did not receive any reply.Nov 2023 I contacted support via phone and left a VM requesting a call back about my $299 rebate. 5 weeks later I have left 6 VMs and 3 emails requesting status of my rebate. No one ever answers the customer support line, replies to the emails, and their live chat on their website is always offline.I want the rebate I am owed!

  Business Response

  Date: 12/26/2023

  Hello ******,
  
  I have attached the rebate check information for *****************, which is in the amount of $299. Please let me know if you need any additional information.
  
  Thanks & best regards.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair 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 11-9-23 I received my grill that I ordered from z grills I paid over $1200 for it. It arrived I unboxed the product. It had multiple spots where it appeared to have been hit by a fork lift or some other lifting apparatus. It also had a bent and damaged support bar and the back of the pellet ****** was also bent. I have called them and file a claim already they just keep either ignoring my calls and messages or telling me the person that deals with claims is not here. I would like a full refund I have told that this multiple times they are just refusing to do anything to help.

  Business Response

  Date: 12/15/2023

  Hello ******,
  
  In regards to ************************* case we have given the customer a refund. We have refunded before having the product returned to us. We hope customer will work with us and return the product still.
  
  Here are the refunds details, if anything else is needed please let me know. 
  Today
  You sent a refund notification email to ********************* (*********************).
  
  3 minutes ago
  
  View email
  A $1,228.99 USD refund is pending.
  3 minutes ago
  
  Order
  #*****
  Card details
  Visa 5916
  Name on card
  *********************
  Refunded by
  service ZG
  Message
  Refund submitted and processing. Learn more about refunds.
  Amount
  $1,228.99
  Refunded items
  1 MULTITASKER 11002B WI-FI(2023 UPGRADE) - + $49.99 for $240 ValueZPG-11002B-HB
  Gateway
  Shopify Payments
  Status
  pending
  Type
  refund
  Payment ID
  #*******
  Created
  Dec 14, 2023, 10:03 am
  
  
  Thanks & best regards.

• Initial Complaint

  Date:11/14/2023

  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 08/08/2018, I placed an order for a ZGrills Premium 7002E under order number ****. At that time, ZGrills was offering what they referred to as the "Cash Back Rebate Program" whereby the full purchase price would be refunded if deferred for 5 years. The specified time has elapsed, but I have not received my rebate check. I attempted to contact the company numerous times to verify the status of the rebate but have been unable to get a response. Several emails have gone unanswered and each time I try to call, no one answers or returns messages.

  Business Response

  Date: 11/30/2023

  Hello ******,
  
  We have issued a rebate check for ********************
  We have let all of our rebate customers know we have had a switch in accounting department and that has caused delays.
  

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair 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.

  Hello.I received a z-grill 450a as a gift. I followed the manual to build the grill and was attempting to following the instructions for the initial firing. In the instructions, (instruction #8 to be exact) we are told to close the lid and turn the temperature high for 45 minutes to burn off any foreign substances. I did this, but let it run longer than 45 minutes since it was a cold ambient temperature during the time. When I returned to the grill, I found the controller in an error state and both the lid and drum had the paint burned and peeling.Nowhere in the manual does it say I cannot leave the grill at its highest temp setting longer than 45 minutes. If that is an issue with the grill, then it should be noted in the manual and instructions, which it is not. If using the grill at that temperature for any duration of time is an issue, it needs to be notes in the manual and instructions.Step 8 of the instructions:"8. Place components back in place. Open the lid and turn the Temperature Dial to SMOKE. A few minutes later, when you see *********************** smoke coming out of the grill, close the lid and turn the Temperature Dial to any cooking setting desired."I contacted the manufacturer and they have denied me service.

  Business Response

  Date: 11/07/2023

  Hello ******,
  
  I am sorry for the delayed response to this BBB letter. I have went ahead and reached out to ********************* this morning and I ordered the parts needed to resolve customers issues.
  Please let me know if there is any type of documentation needed to support this response.
  
  Thank you.
  
  
  Zgrills Customer Support Team - Destiny 

  Customer Answer

  Date: 11/09/2023

   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:10/23/2023

  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 grill 8/7/2018 for $599. The grill was eligible for a full rebate paid 5 years after the date of purchase. I have been unable to get a hold of z grills and have not received my rebate payment. My order number is ****

  Business Response

  Date: 11/07/2023

  Hello ******,
  
  We have reached out to customer to let him know of the latest updates of rebate checks. He should be receiving his next week. 
  This was the latest update we had for customer, so this is where his check will be sent.
  
  ****************** ****** ******** 4606 ****************** ************ ** **** 52411 599 Kimmy 10/24/2023 Address not change
  
  Zgrills Customer Support Team - Destiny

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  I purchased a grill April 2023 from Farm and Home brand Z Grills ZPG-L6002B serial number ****************. ** 4/**/** I contacted support as directed by Farm and Home and per Z Grills assembly manual. this inquiry was in reference to an incorrect ****** handle sent in this package. the handles holes measure 7" center to center and the holes on the grill measure 8" center to center. I spoke to a ***** in support and she initially told me they would send me the handle. No handle was received after waiting until May 28/2023 when she says its out of stock. So I sent another inquiry on 7/4/2023 and ***** again told me that she would contact the warehouse and send me a handle. I sent another inquiry to Nancy8/2023 to which she has still not responded and I just sent another one today. I expressed to her that they are still selling these grills so they have handles somewhere and should send me one ASAP no response. Their directions say to only move the grill with the handle so I have a stationary supposed to be mobile grill which I have no safe way to move. This is ridiculous that I have to go through this to get an intricate yet small item and now they will not even respond so I have a grill I can not safely use and that cost $400. i want the correct handle for my grill sent to me immediately