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:12/21/2022

  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 purchased the ******** on Amazon.com (Order# ***-*******-*******) on 4/18/2022. On ******.com the item was sold by Z Grills Inc. The item has a 3 year warranty. In October we began seeing a HER error code while we were using the grill. This code indicates that the grill temperature has reached 550 degrees and turns off. I emailed Z grills regarding the error and they provided information regarding the error. They referenced that it could be due to the grill being dirty inside. We clean the grill after each long cook, and after every 2-3 short cooks. On Friday 12/16 we cleaned the grill and then proceed to cook on the grill at 325 degrees for 4 hours. Around the 4 hour mark the grill gave the HER error and turned off. We checked the grill a few times during the duration of cooking and the grill was never close to 550 degrees. I called Z Grills but had to leave a message. Also, I replied to my email thread with Z grills customer service explaining the situation and that we were still having the same HER issue. They emailed me back and said the temperature probe was bad, but they have no ETA on when that part will be available. I found the OEM part on Pellet Stove Parts 4 Less for $24.99. I spoke with Kiesha from customer service on 12/20, and she advised that they cannot reimburse me if I order the part from this site. At this point we are unable to use the grill because it will turn off during cooking every time we use the grill. Z grills is still producing and selling grills that have this part, so they do have the part they are choosing not to fulfill replacement part orders only new grills.

  Business Response

  Date: 12/29/2022

  Hello ******,
  
  We are doing a rushed shipment for customers part. Please note that we only denied cash refund to customer, but we were willing to send pellets in the equal amount of her purchase, we can't do refunds for outside purchases.
  FedEx: ************

• Initial Complaint

  Date:12/11/2022

  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.

  Since the frost use of this grill we have experienced constant problems. I have made multiple attempts to resolve this issue with z grills. I’ve been trying to send the grill back and be refunded, and have been unsuccessful.

  Business Response

  Date: 12/29/2022

  Hello ******,
  
  We have tried to work with customer, his first time contacting us was 12/3/2022- customer purchased grill 5/03/2022, that is 7 months after purchase. We are trying to work with customer to get him the parts to resolve the issue, but customer wants refund.
  He purchased through amazon and is no longer eligible for a refund due to the length of time he has had the product. I will reach out again to offer brand new electronic components to resolve his issues.  
  
  Please see attached photo, which shows the first time of contact from customer, thank you.

• Initial Complaint

  Date:12/06/2022

  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 purchased a ZGrills *********** from Homedepot and had the grill shipped to my home. The grill arrived Via UPS and had NO DAMAGE to the shipping box. When i unboxed the grill and started to assemble the grill I found damage on the grill as well as incorrect parts included with the grill. I took photos and emailed them along with a copy of my proof of purchase to ZGrills Support asking for someone to call me regarding the issue. ZGrills emailed me back wanting me to go over the problem via email and I responded within 2 mins letting them know i wanted a call and not an email response. They never responded after that. I tried and tried to get ahold of them on Monday during service hours which is extremely difficult because after 2 mins the system auto transfers you to a voicemail. After calling back multiple times i finally got a lady that promised to assist with the problems and call me back the same day which was a lie. I have now been constantly trying to get someone to call me back and sent more emails but no responses and no returned calls. Looking at the rating and other customer complaints it appears that is how this company treats customers. I see nothing but a string of complaints about poor communication and quality from this company. I would like a manager from Zgrills to contact me immediately via phone to resolve this issue.

  Business Response

  Date: 12/29/2022

  Hello ******,
  
  
  
  We have sent the customer parts to resolve the issues.
  
  FedEx Tracking: Here is the tracking: ************
  
  
  
  Best Regards,
  
  
  
  Zgrills Customer Service 

• Initial Complaint

  Date:11/02/2022

  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.

  We purchased a Z Grills Pellet Grill from Sam's Club. Paid to have it delivered and we put it together, started it up and it turned off. It now won't turn back on. We emailed the company, as it does have a 3 year warranty. The company, Z Grills, asked us to take a video of the issue so we did. They then responded that we need a new controller and they don't have any in stock so advised us to return the item to where we purchased it from. First of all, we no longer have the box to return it. Secondly, we don't have a vehicle that it will fit in to return it (which is why we paid to have it delivered). Thirdly, the company we purchased from no longer has any more in stock. However, Z Grills still has the exact same model of grill on their website that says in stock. Yet, they are failing to help us fix the one we purchase that is supposed to have a 3 year warranty. Horrible customer service!

  Business Response

  Date: 11/09/2022

  Hello ******,
  
  I have contacted  ***** ******, to let her know I was able to locate the part she was needing. So on our end this case is closed, I will contact customer again once I have tracking.
  
  Thank you.

• Initial Complaint

  Date:10/31/2022

  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.

  Date of Transaction: Wed, October 12th, 2022
  Transaction Amount: 679.07
  Transaction Description: Online, Direct Purchase of Grill (Backyard Warrior ********) Bundle.
  Dispute Description:
  During Assembly of Grill, discovered minor/moderate damage to 2 items. Upon assembly, while following included directions, "Initial Firing Instructions", there was a catastrophic failure in the grill causing it to turn off and show multiple error codes. When reporting these error code via email, along with the damaged items (w/ pictures). Customer support responded that they would replace the damaged items but I needed to call support to give some additional information. The Customer Support agent asked if I would like to receive a partial refund along with replacement of the parts required for resolution of claim OR if I would like to go ahead and return the grill and get a refund. I responded I would need to consider and call back. After multiple days of trying to get in touch with customer support again. I informed them that I would like to go ahead and return the defective product. The customer support agent began arguing with me that was not an option and that she did not ever say that it could be returned and since the parts had already been mailed out it wouldn't be an option. After some back and forth, I was able to get her to put in the refund request, to which she informed me a rep would reach out to me in the 24 hours to discuss the case. After 48 hours, I followed up and the rep assured me that someone would be in touch in the next 24 hours. 4 days after the supposed refund case creation, there hasn't been any contact, and I am unable to get through to support at this point. I am simply trying to return a defective product and get my money back. This is my last attempt before moving to a more litigious effort.
  Order #: *****

  Business Response

  Date: 11/08/2022

  Hello ******,
  
  I have went ahead and refunded customer, it was a partial refund due to customer purchasing accessories (which are not defective). A refund notice was sent to customer.
  Please know we did try to assist and resolve customers issues.
  Thank you.

• Initial Complaint

  Date:10/25/2022

  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.

  Purchased a Z GRILLS ********* from Amazon on May 8, 2022. Product arrived May 9, 2022 with no visible damage to box. While assembling the grill, I noticed the hopper had a huge dent. (pics attached) I did not contact company right away as the grill seemed to work properly. On Oct 21, 2022, the grill quit working properly. No longer smokes, cannot maintain temperature, and fan does not run during cool down. I sent an email to Z Grill indicating the issue and that I tried troubleshooting based on the manual. This is when Z Grills went into delay mode asking me to do a couple of troubleshooting steps. Gave them results. Z Grills sent another email asking me to do a couple of more troubleshooting steps. It was then I reminded them I already went through the troubleshooting steps per the manual. I believe Z Grills is using delay tactics to avoid honoring their warranty. I would like a replacement or complete refund.

  Business Response

  Date: 11/03/2022

  Hello ******,
  
  I am currently working to get in contact with this customer myself, I have called and left a voicemail and will continue to do so, until I reach him.
  
  I plan on sending a replacement grill.
  
  Thank you.

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:
  
  
  I have not received a phone call.

  
  

  ****

  Business Response

  Date: 11/08/2022

  ******,
  
  We are not having any luck getting ahold of the customer. 
  

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Z grill because it has a three-year warranty. The grill stopped working. After trying to reach out to customer service they only responded after I contacted Amazon where I initially purchased the item. They told me the part was defective and they would ship it out within one-two days. After three weeks I contacted them again because I had not received the part. I am now a month without a working grill. After finally getting them on the phone again they told me the part is on back order and don’t know when it will arrive. After a few more attempts, I was able to reach them again and they told me they would try to get a replacement part from the warehouse out of a new unit and ship it to me. They have since gone silent and will not respond to anything. They are not honoring their warranty. I understand it may be due to part shortage is from China but they have plenty of brand new units for sale and I want a working unit.

  Business Response

  Date: 10/12/2022

  Hello ******,
  
  We have been working with customer to get his issue resolved. We are currently out of stock with some of the parts. 
  I did reach out for a good time to speak to customer, so I can offer a replacement grill. 

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because:
  They finally after 2 months reached out to ask me about sending a replacement. I told them I could be reached all day today and they didn’t call me. The last time they said they would get back to me was two months ago. I can’t imagine they won’t do the same thing this time.  They didn’t bother calling me today.
  
  

  Business Response

  Date: 10/28/2022

  Hello ******,
  
  Please see attached images, I tried scheduling a good time to talk, which customer never responded to.
  So our reps then responded and asked if he received the part we sent, since he said he preferred email. 
  I can reach out again, we have no problem sending a replacement grill, but we like to speak to the customer to confirm first, especially since we sent a part that
  will resolve his issues.
  
  
  Zgrills Customer Support Team - ******* 

  Customer Answer

  Date: 10/31/2022

   I am rejecting this response because:
  
  
  
  I asked them to call me and told them I was available to talk all day 10/12/22. They didn’t call. I emailed them the following day and told them to email me since they didn’t bother responding to my email request for a phone call. They didn’t respond to that either. 
  

• Initial Complaint

  Date:08/31/2022

  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 purchased the grill in November 2021 with a two-year warranty. I have placed four phone calls in multiple emails to get a warranty issue resolved. They sent me two probes which had nothing to do with the issue I’ve had and when I told him that it did not fix anything that I needed a controller and or a display, they have stopped responding to me all together. The girl came with a two-year factory warranty I just want it fixed I ask them to send me the controller and or display and I could make the exchange myself but they are not responding to any of my emails or phone calls at this point

  Business Response

  Date: 09/13/2022

  Hello ******,
  
  For customer Tom Provatas, we replaced his control board and customer emailed us 8/29 saying grill was working great again. So our last update from customer was positive and issue is resolved. Thank you.

  Customer Answer

  Date: 09/15/2022

   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:08/29/2022

  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.

  August 27, 2022 - Purchased BBQ LEGEND ******* at a cost of $696.06. After doing to additional looking at the grill I purchased, I watched some reviews to learn a bit more about the grill. It was at that time that I learned that the grill would not actually be a good grill option as it used indirect heat, instead of direct heat. I am looking for a smoker/grill combo that would replace two items I have now.
  
  Z Grills was closed on Saturday and Sunday. I waited until Monday morning at 7am ET and I called, emailed and left a chat bot message well before they opened, asking them to cancel the order. I need a grill that would give me a better option for grilling. They were to be open at 11am ET so I watched email for a response. I received no response so I called the number again, this time during business hours.
  
  Even though they were supposedly now open, I was forced to leave another voice mail. I also sent yet another email to their support email address. I again checked the chat bot option but that was still telling me it wasn't their business hours.
  
  Finally at 5:16pm ET (2:16pm PT), I received a notification that my order was being shipped. I replied to that email and again asked for the order to be cancelled. Finally, at 5:38pm ET (2:38pm PT) I received a reply telling me that the order had been shipped and it could no longer be cancelled.
  
  Since I had a tracking number for FedEx, I reached out to them to see if I could refuse a shipment. I was told that once the package reached their facility, I could. I replied with that info, to Z Grills, and was quickly told they would try to check the warehouse for the package. I was told they were able to stop one package but that two others had gone out. FedEx tracking still shows no acceptance of any packages. They are telling me I must pay $90 for a restocking fee. Based on the fact that they weren't open over the weekend and were not at all responsive to any communication efforts, I would like a full refund - $696,06

  Business Response

  Date: 09/13/2022

  Hello, 
  
  Thomas Edgar was refunded his full purchase amount on 08/29, just two days after the order was placed. We sent the customer an email confirmation as soon as we refunded to 
  his original payment method (KLARNA). Thank you.
  

  
  

  Customer Answer

  Date: 09/13/2022

  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. While I did get a refund within a few days, they didn't refund the full amount until about a week after the partial refund was made. My hope is that they can improve their customer service as they are very lacking when it comes to supporting their current customers. 

• Initial Complaint

  Date:08/12/2022

  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 z grill in May of this year. It has not held a selected temperature and am now getting an error code.
  I have contacted the company many times by phone and email and have not gotten any response back.

  Business Response

  Date: 08/29/2022

  ******,
  
  For the customer Robert Brinker, we worked with him 8/20 and have sent him parts to resolve his issues.