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:03/29/2023

  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 purchased a Z Grille 550c on September 28, 2021 through *******.com and they delivered the item on October 2, 2021. The serial number of the product is ****************. Since the date of purchase, the grill has stopped working on February 20th 2023.
  
  I have previously contacted your customer service team by phone regarding this defective product on February 21, 2023 and March 9, 2023. During the first conversation on 2/21, the agent determined that a new induction fan would resolve the issue and I was promised "that a new induction fan would be shipped to me within ten business days". Ten business days passed and I neither received any tracking information, nor a new induction fan.
  
  I called customer service on March 9th to follow up and was told that you do not have the induction fans in stock. I was instructed to call on March 13th which I did. Still no fans in stock. Stated to me more likely the fans could come the end of the month and that you would call another office to see if they had the part. I was told there are many people waiting for parts - which is not my problem, this sounds like a company issue. It's the end of the month and I have not received any status and almost six weeks from a functioning grill. This infers that you do not stock parts and your warranty is not truthful. Your website states "Z GRILLS, Inc. provides a 3 years warranty from the date of purchase by the original owner. This warranty applies to defects in all materials and workmanship. During the warranty period, Z GRILLS, Inc. will at its option repair or replace defective parts or units." I am the original owner of this product and the product is still within three-year warranty period from the date of purchase. As such, the issue with this product falls within the warranty description.
  
  I request that you send me the induction fan immediately or send me a new Z Grill 550c as your warranty policy allows.
  
  I appreciate your prompt attention to this matter.

  Business Response

  Date: 04/24/2023

  Hello,
  
  We have offered customer a replacement grill and he has accepted. Thank you. 
  

  
  

• Initial Complaint

  Date:03/23/2023

  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 purchased my grill on March of 2023. My grill arrived damaged and Z Grills did not offer a suitable solution. Out of the box, the grill appeared to have already been returned and restocked previously, as there was minor damage and some evidence of repair. When I called to request a refund or a return, they offered a partial refund but told me that my grill was out of stock, so there was no option for an exchange. They also told me that if I wanted a full refund I would need to return the grill and pay an additional restock charge.

  Business Response

  Date: 04/05/2023

  Hello ******,
  
  In regards to the customer ******, he spoke to our CS rep ****** and accepted a $150 partial refund to keep grill- we are short in stock of the parts needed for him, so this was the best option due to the current circumstances.
  
  Please let us know if customer has changed his mind, we only authorized partial refund due to customers acceptance.
  
  Thank you. 

• Initial Complaint

  Date:03/19/2023

  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 purchased a Z Grill smoker in November as a Christmas present. We did not set it up until February. Upon set up, the fan in the smoker did not work, and the control panel made loud popping noises. The grill did not work a single time. I contacted Z Grills for warrantee support. They initially responded, but when I followed up with the serial number, they told me that one of the parts was no longer available. They told me I'd have to purchase it myself. When I wrote back and said I needed them to honor the warrantee--again, for a brand-new smoker that never worked--and that it was unacceptable to expect me to purchase my own replacement parts, and so I would like a refund on the entire grill in that case, they did not respond. I have followed up over several weeks and they are ignoring me. This is a horrible company. I am out several hundred dollars because they refuse to honor their warrantee. (We purchased this grill through **** *****, and Home Depot has informed me that Z Grills is expected to honor the warrantee.)

  Business Response

  Date: 04/06/2023

  Hello ******,
  
  Please see email communication below, also see attached photos. Our team has consistenly responded to customers emails. There is not even a few days gap in responses. 
  
  We are working to resolve this as quickly as possible 
  Thank you 

  Customer Answer

  Date: 04/06/2023

   I am rejecting this response because:
  
  
  They are lying about their responses. Because of that, I am not prepared to trust that they will follow through on resolution until I actually see that resolution. 

  
  

  When I reached out to BBB, Z Grills had provided no resolution; they had told me on March 14 that they were not going to provide the part I needed and that I needed to purchase it myself (see attachment 1). I responded on March 14 telling them that I needed them to honor the warrantee and provide the part. I alerted them at that time that if they did not respond telling me they would do so, I was going to contact BBB. They did not respond (previously they had responded to all emails within 24 hours). I followed up again two business days later (March 16), and they still did not respond. After another business day and two weekend days passed without a response to either email, I began to get alarmed that this company was going to continue to ignore a legitimate warrantee issue. That's when I contacted BBB. 

  
  

  Only after I reached out to you did they respond (on a weekend day, within hours of your confirmation of my complaint and statement that you were contacting them!). At that time, they sent a screenshot of an email they never sent me (purportedly on March 15; see attachment 2) to pretend that they had offered to send me the fan. They included that screenshot in their response to you--it clearly shows that they did not send the email (see the error message underneath my email address at the top). While I responded to tell them to send me the fan and control panel at this time (because I have no other choice; they will not give me a refund for the inoperable unit), I continue to be very concerned that this deceptive behavior (and the fact that they sold a unit that was inoperable from the outset) demonstrates that I cannot trust their word at this juncture. I do not know if those parts will show up or if the unit will ever work even if we do receive those parts. Again, they have also told me that they will not refund anything even if the unit continues to not work (they told me to go to the dealer, but the dealer--Home Depot--told me that is Z Grills' responsibility).

  
  

  I do not know the process from here--should we close this case and I file a new complaint if they continue to demonstrate a failure to honor the warrantee? Or should we keep the case open to see if they actually follow through at this point?

  
  

  *******

  Business Response

  Date: 04/17/2023

  ******, 
  
  In response to customers complaints, we can see how one email was not sent, not because we did not try, but because the system did not send or email was not accepted. As you can see when customer emailed again, we responded back as quickly as possible.
  Most email responses are same day or within three due to our limited staff. We are not here to go back and forth and claim customer is making false accusations, we have tried to work with customer. 
  
  I will reach out with another option, but customer is requesting a refund, but their product was not purchased from us. We aplogized in our email below and let customer know part was not in stock, that we could put her on the wait list, but if not it might be best to contact the seller.
  I will make an attempt today to offer a whole replacement of electronic parts (HBA), I will do so in email, so there is record of communication, thank you. 
  

  
  

• Initial Complaint

  Date:03/05/2023

  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.

  We have had our Z grill for less than a year and after using it a Handful of times it would not heat up properly. We took the whole thing apart, cleaned it out and followed the troubleshooting tips the company suggested. Nothing worked and the company won’t respond via email or phone. I would like either replacement parts, a new grill or a refund.

  Business Response

  Date: 03/23/2023

  We have emailed customer back regarding her issue, with no response. We will resend email again and try to call.
  
  Please see attached photo of email log we have associated with this customer.
  

  
  

• Initial Complaint

  Date:02/18/2023

  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 purchased the Z Grill 450b product on 2-6- 23. It arrived on 2-9-23 and was assembled by myself on 2-12-23. On the morning of 2-13-23 I plugged in the grill and followed the start up instructions which then displayed an error code. The error code showed fault with the temperature sensor. Online research via the zgrill site and other websites believed the issue was wiring damage. I removed the front display and found one of the temp sensor wires was unattached from its housing and unable to be reattached (the wire would not stay in the housing when plugged in.) Without the wire attached the grill would not operate.
  I contacted zgrill via phone and was offered a new circuit board. The woman instructed I would be responsible for unplugging and replugging in each wire from the board to the grill. I was not comfortable with doing electronic work and asked for a full refund. I was told to contact support via email.
  There, I was told to simply plug the wire back in after telling them that was not possible. I again asked for a refund and and prepaid return label my email went unanswered.
  Zgrill was contacted via Instagram and a return and prepaid label was requested. Zgrill responded by offering, yet again, a replacement circuit board and $30 gift card since their quality control skipped the circuit board (admitting fault.) We again politely declined asked for a refund. Zgrill then said they would send a new pellet hopper module which housed the circuit board but, again, we would be responsible for installation which included electronics. We yet again politely declined and asked for a refund. We were told it would be passed to management. After no response for 2 days we reached out again and were told that since we rejected their hopper replacement, upper management would need to get involved.
  We feel this is unacceptable behavior from the company, which has a 30 day return policy. Attached is the correspondence between us and the company.

  Business Response

  Date: 03/03/2023

  Hello ******,
  
  For ******* ****** (Order: 
  *****), we refunded him 2/22 - we also let him keep his grill as well. 
  
  Please check with customer, so he can confirm this information with you. 
  
  Thank you. 

  Customer Answer

  Date: 03/03/2023

   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:02/10/2023

  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 December 30th I ordered the l6002e grill. Jan 3rd it was on the way. Expected delivery Jan 9th on the 10th status was changed to no expected delivery. I spoke with fed ex and they said since it had been two weeks that the package is lost contact z grills and have them file a case. Did this and I was told an updated model would be sent out because they no longer had this grill. I would see an email within 24 hours. .... No email wait a few days call again and no case was filed I am again told I will create a case and send to management and get a hold of fed ex you will hear from us within 24 hours. Days pass and I decide to call fed ex again on Feb 10th. A claim was created on the 5th and they gave me the case number and that they paid z grills on the 7th. I then contact ***** at z grills again and again I am given the same thing I just send a claim file to fed ex I won't hear anything back until Monday so we will call you in 3 days with an update. I reply with I have the case number for fed ex where they have already paid you would you like that. No I have to send everything to management and I will call you back in Monday. Yes I understand they did not loose the package but fed ex has done everything to make it right and had no problem answering questions and fixing things in a timely fashion however z grills has not.

  Business Response

  Date: 02/23/2023

  I have refunded the customer ****** *****. I have also attached the FedEx information as well, the package is still not filed as lost. In some cases they carrier still delivers packages to the customers. 
  On our end we have closed his case and gave him a full refund. 
  
  Thank you. 

• Initial Complaint

  Date:01/31/2023

  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.

  Hello, I have purchased Smart Grill from Z Grills. Since day one I'm not able to use the Smart Grill futures It won't connect to any platform Android or IOS,
  I have contacted the customer service which is almost impossible to get a hold of. They first try to tell me problem was on my end but after numerous attempts troubleshooting to get it working it failed. They pulled the App from android platform play store and told me that it now only works on IOS that was a lie.
  I have also tried that and send screenshots letting them know that is not working and that I need new control module. They reassured me that they aware of the issue and technicians are working to get it resolved. Is been almost two months And I still don't have a working product They're very hard to reach and they're not responding to emails or phone calls I have asked for a refund and that they can have the product back. I have sent 3 emails in the past 2 weeks and no one replied regarding the refund. The Product advertised incorrectly, It is not working, defective, they are not willing to replace it. I'm trying to get my hard earned money back. So I can purchase a product that actually works.
  Please can you help me with getting this resolved!
  Thank you!

  Business Response

  Date: 02/17/2023

  Hello ******,
  
  I have sent customer the email below. I have provided tracking as well for the part he was needing. The grill functions correctly and works well, customer is having issues connecting his phone to the grill- the grill itself is fine.
  
  Thank you.
  

  
  

• Initial Complaint

  Date:01/16/2023

  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.

  My wife and I purchased the z grill on 5/13/2022 from Menards the 3 year warranty was a factor in our decision to purchase the Typhon ***** grill.
  The grill worked fine for about 3 months then it started not holding a constant temperature no matter the temperature it was set on it would quickly over heat and shut down I attempted many times calling the company without success and later emailed them my problem.
  I was contacted back by email and told that they would replace the part I needed but it was out of stock by a person named ***** and she said they would mail it to me when it was in stock.
  To date 01/16/2023 I have not received any parts to repair my grill she went further by suggesting that I purchase the part from some other company so I could use my grill.
  This basically means that the warranty they advertised means nothing.

• Initial Complaint

  Date:01/05/2023

  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.

  We have been trying to get answers for over 2 weeks!
  Inbox
  
  
  Jan 2, 2023, 10:25 PM (3 days ago)
  
  to support
  Hello
  My husband first contacted your customer service department back in early November about our zgrill smoker not working. Your service department has sent us a few parts and this grill is still not working! This is ridiculous!
  We did not have our smoker to smoke a Turkey for Thanksgiving or smoke our Ham for Christmas or smoke our Brisket for New Years eve.
  Now we cannot even get a return phone call or response. 
  We are very disappointed! Our smoker was barely a year old when we started having these problems. 
  We would like this smoker that is defective replaced! 
  Please have someone contact us either at toni.m.*****@gmail.com or
  My husband Bill is ###-###-####
  We originally purchased the smoker from Home Depot in port Charlotte Florida in October 2021
  
  Zgrills Support
  
  Tue, Jan 3, 10:07 PM (2 days ago)
  
  to me
  
  Hi, 
  
  
  We are sorry for the inconvenience, our call representative will work tomorrow, could you please call us tomorrow? 
  
  For temperature 32, the temperature probe is in circuit, we will send you a new temperature probe, which will solve the problem, is that OK? 
  
  Best regards,
  
  Zgrills Customer Support Team - Alice
  
  
  
  
  Jan 3 06:36 pm:
  **** *****
  
  Jan 3, 2023, 10:15 PM (2 days ago)
  Please call me after 11am at ###-###-####, I can not reach anyone when I call.We prefer that a supervisor or manager call us to get answers. Thanks for your he
  **** *****
  
  Jan 4, 2023, 9:27 PM (12 hours ago)
  We called customer service today and twice we left messages for call back from a supervisor or manager. No one has called us back. This is really annoying. We w
  Zgrills Support
  
  Jan 4, 2023, 10:08 PM (11 hours ago)
  Hi, Jan 4 06:27 pm:
  **** *****
  
  Jan 4, 2023, 10:26 PM (11 hours ago)
  We want to speak with a supervisor. My husband is disabled and has alot of difficulty working on this grill. Please have someone in management give us a call. (
  Zgrills Support
  
  12:14 AM (9 hours ago)
  Hi, We recommend you call us again tomorrow at CA 9:00 am. - 5:30 pm. Jan 4 07:26 pm:
  
  7:18 AM (2 hours ago)
  
  to support
  We only get voice-mail when we call! We leave a message and No one calls us back! Please have someone call us!
  ###-###-#### 
  
  
  
  
  

  Business Response

  Date: 01/17/2023

  We have already sent a replacement grill under his wifes information. 
  ZPG-**** has been sent, FedEx tracking#: 39*****85525

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1***8762, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/23/2022

  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 the 7002B Pro through Amazon in the beginning of December 2022 and it arrived to my house on December 7th, 2022. I went to unbox the grill the following day to find that the barrel of the grill was damaged from the hopper within, causing dents on the back side and the paint to chip inside. The damage was worse than just being cosmetic: it also caused the bottom left face of the barrel to bulge out, not allowing the door to close and seal properly. This is pretty important for a smoker to be able to maintain necessary temperatures! I immediately went on Amazon and filed a report through them with Z Grills. After going through their Amazon representative and making no progress on repairs or for a replacement barrel, they asked if I can live with the damage and offered me $50-$80 compensation. Not satisfied with this, I then directly reached out to Z Grills customer support, which was not better. They asked if I can live with damage and they offered to send me a bag of pellets and sent me an Amazon link to buy high temp seal tape myself to fix the damages because they do not have the replacement barrel in stock and it could be months… if it even comes back in stock. After I asked them to exchange for a different model and for them to cover shipping they asked again if I would take compensation and live with the damage. This has all being a very slow, frustrating process, as they will only respond to emails around midnight to 4am central time. After constant contact with them every weekday from Dec 8, 2022 to Dec 17, 2022 they have stop responding to me all together. I feel that if I am going to pay $450 for a “new” product that then arrives damaged I should not be asked to just live with the damages or be constantly run around in a circle to get the matter resolved.

  Business Response

  Date: 01/12/2023

  Hello ******,
  
  I have directly contacted customer to see if he would be willing to let me rectify this situation for him. I am currently awaiting a response. If he decides to proceed with a refund, I will contact amazon on his behalf and see if it can be done.
  Thank you