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Business Profile

Online Retailer

Z Grills, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 71 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2022

    Type:Product Issues
    Status:
    Resolved
    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 grills unit on July 5, 2022 for $574.40. I received the grill on July 9, 2022 and assembled, but unfortunately, I was out of town the following week and unable to use the grill until I returned. The original product missing the meat probes and the grill was damaged, so I requested these parts to be replaced. They sent the grills the following week, still haven't received the meat probes as of 8/12/22. I proceeded to use the grill twice and in both cases got a high temperature warning which automatically shuts down the grill and ruins the cook and spoiled $100 worth of meat. Then, the grill wouldn't power on or off unless I unplugged the power cord. I notified z grills on Aug 4th of the issues and they provided a check list to correct the problem. After going thru the list and the grill still not working, I notified z grills and asked for a refund on 8/8/12. They replied, stating they could only send out parts, not replace or return my money, which I declined. Z grills website offers a 100% satisfaction guarantee with easy returns if notified within 30 days, which I did on August 8, 2022. The grill has not worked properly since the day it arrived, with missing parts. The order is #*****. This company's customer service has been impossible to get ahold of. The last email from them proclaimed they would open a "ticket case" on August 8 and they would be contacting me shortly. Still nothing as of 8/12/22. I want my money returned per their website offer, which they have refused, claiming they can only warranty parts. The grill hasn't worked from day 1 and they expect the consumer to replace parts until it does? I can't imagine having another issue with this grill down the road. Per their website: "100% satisfaction Gurantee"
    "We value you as a customer and we are so sure you will love our products, we include a 100% quality satisfaction guarantee with the products we sell and will gladly return or refund it to you"

    Business Response

    Date: 08/25/2022

    ******,

    For the case ********, I have refunded customer. We did try to assist to resolve issues, but since we had no luck we provided a full refund.

    Customer Answer

    Date: 08/26/2022

     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:07/29/2022

    Type:Product Issues
    Status:
    Resolved
    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 1000D3E grill which was delivered on 7/25/2022, (this Monday). I assembled the grill and performed the burn in as per their instructions. The temp went up to 470+ and down to 430 deg. This caused scorching of the paint on the back of the grill and discoloration of the stainless steel under lid. I tried grilling/smoking 3 racks of ribs, could not get smoke due to the temp gets too high. I set for 225 deg and the temp went up to 276 degrees then down to 255 degrees and kept bouncing between these numbers which the end result was ruined 60.00 worth of ribs. I called customer service and was directed to leave a voice mail. I received an email from Hanson requesting the serial number and a video showing the issue. I do not have the ability to take a video and am not willing to waste more food. I did not receive a response. My order number is 70486 . If the company is not willing to correct this grill issues, I would like a refund so I can purchase a proven good grill. If I do not get a reply, I will dispute the charge to my credit card based on a defective product.

    Business Response

    Date: 08/11/2022

    Hello ******,

    We really did try our best to work with customer to resolve issues and get the product to perform for him, but customer was not happy with the result.
    We have now given a full refund, thank you.


    ******* *
    Customer Service

    Customer Answer

    Date: 08/12/2022

     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.

Z Grills, Inc. is NOT a BBB Accredited Business.

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