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:09/12/2023

  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.

  "Our EAT (Ensure Amazing Taste) Money Back Guarantee means that with a purchase of your grill today, you will get money back by choosing one of the following rebate options when you check out. a) $199 in one year, b) $299 in two years, c) $399 in three years, d) $499 in four years, e) $699 (or $599 with Pro 7002E) in five years"I chose option e for the $699 rebate in 5 years and the alloted time has passed. Order # **** and the PayPal email address used for payment was *******************************. Can you please either help redeem the rebate for the $699 check or Option C for the 700D4E? Please see the timeline below and attached supporting documentation. Thank you.DateContact method 7/28/2018Purchased 700E for $699 through EAT (Ensure Amazing Taste) Money Back Guarantee; after 5 years, a rebate for the full purchase price of the grill was supposed to be issued 4/19/2023Received "$699 Promotional Rebate Offer" email from ********************************** with 4 options (3 for new grills, 1 for full rebate)8/14/2023Emailed ********************************** asking a question regarding the new grill options. No response.8/16/2023Emailed ********************************** repeating the question. No response.8/18/2023Called ************** and left my information as the person who handles the rebates wasn't in the office. Never received a return phone call.8/25/2023Emailed ********************************** requesting Option C for the 700D4E by paying a price difference of $100. "After 5 years which is ****, you can continue to receive a 700D4E or a similarly priced pellet grill from Zgrills." No response.8/28/2023Chatted with Kimmy at ***************************************. Kimmy asked me to email **********************************.8/29/2023Emailed ********************************** requesting assistance redeeming the rebate. No reponse.

  Business Response

  Date: 09/27/2023

  Hello ******,
  
  We have contacted customer today and we are resolving this issue for him.
  We have given him two options. Customer will give us his final choice tomorrow.
  
  Thank you.
  

  
  

  Customer Answer

  Date: 10/04/2023

   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.

  Z-Grills provided the refund today. A copy of the transaction is attached. The issue has been resolved. 
  

  
  

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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 blind box zgrill I did not receive a blind box zgrill I received a ZPG-L6002E box and grill I don't believe I was entered into the blind box mystery box with a chance to win any 4 grills as advertised I have contact zgrill by phone with rude unhelpful people to get told to email support that barely reply to messages instead of sorting out the problem keep asking questions and taking days to message a reply with no resolution to the situation

  Business Response

  Date: 09/25/2023

  Hello ******,
  
  We are waiting for his reply to our last email. Please see attached screenshot from our support conversation.

• Initial Complaint

  Date:08/01/2023

  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 purchased a Typhon 706 Pellet Grill ZPG-7002F by ZGrills from Menards on 6/27/23 for $438.12. I had to have it shipped as my local Menards didn't have it in stock but 52 miles away the Menards had it. It delivered on 6/29/23. I attempted the initial fire up process and it would not heat up, I got error code LER meaning it was below 120 for more then 20 minutes. It would not heat up past 90 degrees. I did the shut down cycle and tried it again but got the same result. I then tried the initial fire up again the next day and tried another 2 times but again got the same result. The next few days it was raining in my area so I couldn't try it again since it says not to use it in the rain. By the following weekend the rain stopped so I tried the start up again but this time I watch video's online to make and did they step by step with them to make sure I wasn't doing something wrong. It did not work the way it showed online, it still did not get up past 90 degrees. I contacted Zgrills first by calling them on 7/12/23 and on 7/13/23, left detailed messages but no one called me back. I then emailed them on 7/17/23 with the problem I was having. They responded the same day, told me to carefully take out the wires and cut them and re-wire them. It did not work. I let them know this and told them I'd take it back to the store on 7/21. The store took it back but couldn't replace as they had 0 in stock and aren't carrying it anymore. I got my refund for the grill but not the shipping. I emailed back asking for a manager as I want to be reimbursed for the shipping since it was not my fault I couldn't exchange it. They said they can't since I don't have a payment record. Which I do since I had to provide my proof of purchase to get them to trouble shoot with me. I've since then provided all purchasing doc. & receipt from the store showing the shipping difference ($68.88) and now they will not reply. I have sent them 3 emails since (7/26, 7/27 & 7/31) with no response from them.

  Business Response

  Date: 08/21/2023

  Hello ******,
  
  We gave customer most accurate infromation, we did not take any payment from this customer at all. So there is no way we can refund her. As a last resort we have offered a store credit/gift card for zgrills. We hope the customer accepts. 
  
  Thanks & best regards.

  Customer Answer

  Date: 08/21/2023

   I am rejecting this response because:
  
  I am asking for the shipping cost to be refunded. They're stating no payment was taken from me by their company. That might almost be true but it was their brand new that I bought from the store that I had to return due to defect. The store had no other grill to exchange. I had to take the refund from the store, I had no other choice. Why should I be out the shipping cost because they're companies brand new grill off the shelf was defective out of the box. 

  Business Response

  Date: 08/31/2023

  
  I am sorry, the customer denied the offer we gave. There is no way we can provide financial refunds, as no money came directly from the customer to us. It was all direct through the store it was purchased from.
  If the store we sell to gives us a call for a refund for the product or sshipping charges, we are able to credit that store locations account.
  
  Our offer still stands of a gift card, pellets or accessories. So if customer changes mind we will stand by our offer.
  
  With any return you can't take your product purchased from one location, and then take it to a different company for a return, sadly there would be no record of payment given. 
  
  Thanks & best regards.
  

  
  

  Customer Answer

  Date: 09/01/2023

   I am rejecting this response because:
  
  I will not accept a gift card for Zgrills because I will never buy anything from this company again. We can call this matter closed since it pointless arguing with this over ************. I will however go on every social networking site I have an account on and post about this situation, my experience and the extreme lack of care or ethics from this company. 

• Initial Complaint

  Date:07/03/2023

  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.

  June 11th 2022, I purchased a ZGrill. On this same date I used the grill and less than an hour into cooking it stopped working. I attempted to contact there customer service via email and phone. I never received a response. On June 14th 2023 a year laterI responded to an add via Facebook with a negative review of their customer service. I received a private Facebook message asking for further information. I provided the product serial number, date of purchase and receipt as requested. I was told that that a replacement part would be sent in 1 to 3 business days. It’s been almost 3 weeks and no part or further communication. It’s been over a year now and all I have is a useless grill. This company is not interested in making things right for its customers. I understand that things happen and a part may be bad but to not even try or totally disregard customers is ridiculous. I hope this company finds a solution for future customers.

  Business Response

  Date: 07/17/2023

  Hello ******,
  
  We have assisted ****** ******, customer was responded to July 3rd with tracking. 
  Please see communication below.
  
  The part has been sent and the customer should have received it.
  Thank you.
  
  
  Zgrills Customer Support Team - Destiny 

• Initial Complaint

  Date:06/23/2023

  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.

  I ordered a grill on 6-11-23, order #88852. The total with tax was 694.05. It arrived on 6-17-23. When taking it out of the box I found it to be damaged on the left front of the grill, keeping the lid from shutting all the way. And damaging the paint. They were closed so I contacted them at [email protected] as their web site suggested. I received a fallow up email at 2 am on the 19th asking for photos. I sent them first thing in the am. After not hearing from them I left 2 messages trying to get a up date. Received a call at 6pm. Spoke to *****, she said the barrel that was damaged was out of stock, but she could give me $100 and I could try to fix it my self, when I said no she offered me $150. She agreed to talk to her manager about sooner availability or open a case to get the whole grill replaced and call me first thing in the am. Did not receive a call until 5:46pm 6-20 I could not answer, she did not leave a message, I called back 12 min later no answer I left a message. I sent another email and left 3 messages on the 21st no response. On my 3rd attempt to call on the 22nd I got through and spoke to *****, she had not spoken to her manager or opened a case. She said she would talk to her manager and call me before 3 pm my time. She never called I left 2 messages after 4 pm. I sent another email. Saying that the part is out of stock and I would have to wait 1-2 months. I responded that is not a acceptable solution, and that if I have to wait that long I need a large discount to buy another to use until the new one is fixed.

  Business Response

  Date: 07/06/2023

  Hello ******,
  
  We have resent customer a replacement main box, which will replace all parts that were damaged, plus extra parts as well.
  
  Delivered 6/27/2023, FedEx tracking: ************
  
  Thank you!

  Customer Answer

  Date: 07/06/2023

  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:06/19/2023

  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 from Z Grills and there was a $599 rebate offer as part of the purchase. The rebate came as a check from Z Grills (through a third party bill pay service). The check did not clear the bank. I talked to customer support at Z Grills and they said that they had sent quite a few of these checks and hadn't had a problem with any of them, so they would send another one.
  They did send another check, and it did not clear the bank as well. I talked to Z Grills customer service again, and they said that they would refer the issue to their manager. This was on 6/14/23, and I have not heard back from them. I talked to customer service again since then, and they said there was nothing else they could do.

  Business Response

  Date: 07/06/2023

  Hello ******,
  
  We had issues with our online banking system, which resulted in two failed checks to customer. We have reissued a check today 7.6.2023 and have covered customers bank fees. 
  
  Thank you!
  
  
  Telephone: ###-###-####
  Customer Service
  
  

  Business Response

  Date: 07/17/2023

  Hello ******,
  
  ****** **** said the check bounced, but our records show the check went through- prior to the check processing we also sent customer a Paypal payment, so our records show he was paid twice. 
  I will send the proof of payment if needed, please let me know. 
  
  I am sorry for the delayed reply. 
  
  
  Zgrills Customer Support Team - 

• Initial Complaint

  Date:06/15/2023

  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 Z grill on March 14, 2023. I had only used it about three times. Have been trying to call Z Grill to help me get grill working again to no avail. I have spoken with several customer service reps. They give me directions on how to troubleshoot the grill I do that and then when I call them back no one answers the phone now I’ve been trying to call every sense April and no one has helped me. Their customer service is the worst. I would like for you guys to help me to get the grill fixed or to get a full refund for the grill. Thank you very much. This is totally ridiculous.

  Business Response

  Date: 06/21/2023

  Hello ******,
  
  For the customer ******* ******, he came into our *******, CA location and we replaced his grill for him.
  6/20/2023 we replaced this product. 

• Initial Complaint

  Date:06/06/2023

  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.

  On or about 4 March I contacted zgrill regarding a warranty issues. Since then I have contacted them several time and not getting any responses. I still two parts to be able to fix my grill. I have spoke to Kimmy regarding this issues. Zgrill customer services has been very unresponsive. Need the parts (auger and heat gasket) or a new grill.

  Business Response

  Date: 06/15/2023

  Hello ******,
  
  We have spoken to C****** *****, we sent him the missing pieces he needed.
  Date was 6/7 of our last contact with customer. 
  

  
  

  Customer Answer

  Date: 06/19/2023

   I am rejecting this response because:
  
  
  All the required part to repair my grill have now been received.   Please let zgrill know.
  
  Please close my case.
  
  Thanks for all your support
  
  C****** *****
  

• Initial Complaint

  Date:05/31/2023

  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.

  On May 22 I placed an order from Z Grills for a "Mystery Box" from the memorial day sale ad (displayed by selecting "Specials" > "Memoria Day Sale" from the navigation bar)
  
  The memorial day ad I clicked through to order stated the following for the mystery box
  o Possible Model: 550C, 6002E, & 7002C2E
  o All equipped with a PID controller.
  
  I received a Model 550A. The 550A was not one of the models listed and it is not equipped with a PID controller.
  
  I tried to chat. I sent emails. I finally called and left a message. After a long conversation the agent understood the issue. I was asked to send photos of the box (done / attached). Since sending, I have not received the label and have received a separate response that acted if the conversation never happened.

  Business Response

  Date: 06/16/2023

  Hello ******,
  
  S***** * was initiated for customer, we did contact customer to apologize for mistake and offered discounts as well. 
  

  
  

• Initial Complaint

  Date:04/26/2023

  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.

  Got my grill July of 2022. Has a 3 year warranty. Have had to replace the circuit board 2 times under warranty already. Now the heating element and I believe the temp sensor have gone bad as the grill will not maintain a steady temp and shuts down constantly with a HeR error. Have watched it and the the temp sensor shows huge spikes in temperature for no reason. Flame from the Firebox has been burning up into the feed auger. I have followed all the troubleshooting tips, cleaning, and maintenence that is available to me. For the last 2 weeks I have been calling. Online chat shows their business hours which I have tried to reach them during however they are offline and do not respond. I'm tired of getting the voice-mail system that says the check and respond to voice-mail constantly and not getting a response. I would love for them to answer, call, email or something. I like my grill, I just want it to work.

  Business Response

  Date: 05/16/2023

  Hello ******,
  
  This is in regards to ***** ** we have put in an order to replace all of customer electronic componenets. He accepted the offer and is just waiting for his parts to arrive. 
  This is a replacement of the whole system which powers/functions the grill.
  
  Please let us know if you have any further questions. Attached is also the call log of us returning customers calls with dates/times 

  Customer Answer

  Date: 05/16/2023

  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.