Reviews

Review Details

• Review fromNickolas M

  Date: 06/22/2023

  1 star
  Got a new grill delivered on Saturday, it was damaged. Contact there support, they are closed on the weekend so had to send a message to support email. Got a message at 2 am Monday asking for pictures. Sent them first thing when I got up. Never got any confirmation they received them. Left several messages. I received a call around 6 (mountain time). She said that the barrel that was damaged is out of stock, but she could offer me $100 if I keep the grill. When I turned down the offer she up it to $150. Not worth it to me. I was told they might have it in stock after the 1st of next month. She said she would call me in the morning the next day because the parts inventory would be updated. I did not receive a call until near 6 pm. I was eating dinner with my family and could not answer. When I called back 12 minutes later no answer went to voicemail mail again and no call back. I have left 3 messages today because no answers the phone, not even once. I feel they call late in the day hoping to miss you and when you call back they won’t answer or they will be closed. The text option on there website is never attended, the support email only responds in the middle of the night, if you get a response and the do not answer the phone. I’m out of options. I just want a undamaged grill that I have already paid for, in a reasonable time or a full refund and them to pay for it to be shipped back

• Review fromShanna V

  Date: 06/21/2023

  1 star
  We purchased our grill last summer. It worked fine at the start, but when we went to use it this summer the temperature probe was broken. It was still under warranty, and their website said they would send a new temperature probe. When we reached out to customer service, they said even though it was still under warranty and the part was covered, they wouldn’t help. I reached out again, and was told that I could just pay for my own part out of pocket through a third party parts store. I’ve reached out several times since, but they now won’t respond. I wasn’t expecting a refund or a new grill, all I was asking for was the part their website and service rep said I was entitled to under their warranty. I would never recommend this product or company to anyone. They say their products have warranty coverage, but they refuse to honor it which amounts to fraud.

• Review fromVerland H

  Date: 06/15/2023

  1 star
  First of all, let me say that this company has no ethics whatsoever when it comes to customer service. They are the dirtiest lowdown, unprofessional customer representation I have ever seen in a company. My wife and I have been calling this company for months. They will help you to troubleshoot some thing and then they will tell you to call them back. You call them back they see your number and they don’t answer that phone for months. This company is doing very very bad so they’re passing that crappy Z fake metal contraption on to the customer. All we want is our money back we were trying to help the middle little man instead of getting a Traeger grill. Next time forget, trying to help the underdog we will spend our money on for sure things and good customer service. thank you Z grill company for absolutely nothing. Everyone sees exactly who your company is.. the Zin Z grill stands for zero. We give zero stars to Z ero grill company in Ontario California

• Review fromDavid S

  Date: 10/21/2022

  1 star
  I purchased the grill June 2 of 2022. Delivery was quick and the grill worked fine up until one month ago. The grill started tripping my GFI. Reaching customer service is a real challenge. Left voice mails, emails and tried the Chat. The chat message is that they are available during working hours but not true as I have tried several times between 10 am and 5 pm PT and you always receive the same message. Finally reached someone in customer support Oct 6 after a left an ugly voice mail and threatened to go on social media with respect to the poor customer service. After explaining the issue multiple times and the rep stating that yes I see your email that was left more than one week ago with no response from anyone she said they would send me a new controller board and it would take one week. Well week 2 is now here and no board. So I just left another voice mail but have also left several emails over the last few days! Like someone else mentioned I should have checked here before I bought a ZGrill. What good is a warranty if you can't reach customer support or get decent service? Should have spent more and purchased the Traeger!!!! Buyer beware. Should have a zero or negative star rating.

• Review fromJeremiah P

  Date: 09/03/2022

  1 star
  I purchased the smoker on black Friday 2021 and while using it for the first time the unit tripped a dedicated 30amp breaker several times. I unplugged the unit and plugged in something else and the breaker didn't trip. It was the hot rod being defective. I got a replacement and tried again, after 2 hours running I received a her error code . It's the temperature probe I received it in July and again the same code. It's almost impossible to reach anyone and when you do so much down time has elapsed and I still haven't been able to cook one meal. I should've checked here before spending $600 on junk

• Review fromSpencer M

  Date: 08/27/2022

  1 star
  I am in the middle of a dispute with a company called Z Grills. They sell BBQ smokers.
  h***********************
  My wife purchased a grill from them for my birthday in mid to late July. She spent approximately $500. It is a 600 series grill model. (Z Grills uses 400, 500, 600, 700 series and higher to indicate higher or lower classes of grill. This numbering system will be relevant as you continue to read).
  I’ve used the grill only four or five total times after receiving the gift.
  During my daughters birthday party bbq on 8/13/22, friends of ours came over for the backyard bbq and pointed out the exterior coating on the new gill was failing. It has started to bubble up and become disfigured. Obviously with more use and more heat, the problem will spread. If the coating fails, I can expect the chamber to rust quickly and cause my new grill to completely fail sooner than later.
  I thought, this is a fairly simple fix. The grill is under warranty and can be either repaired or replaced. So I contacted Z Grills customer service department on 8/13/22 via email.
  Nancy, the customer service representative, responded by apologizing, and then offered two free bags of wood pellets as a resolution.
  I was confused. Wood pellets would not repair the coating on the grill chamber. So I politely declined her offer. I asked her instead for repair or replacement of my grill chamber.
  Nancy told me even with a new chamber grease fires cannot be avoided due to the special structure of the model grill I purchased.
  Prior to Nancy telling me there was a design flaw in this model, I would have been happy with receiving the new chamber I asked for. But after she told me grease fires are unavoidable due to the “special structure” of this particular model, my mind was changed. I no longer wanted a replacement part for this model.
  I asked for a refund or an upgraded model that was not prone to grease fires and damage.
  I was offered a downgraded model…

• Review fromScott S

  Date: 08/22/2022

  1 star
  Terrible experience, one star is too many. I have requested a refund multiple times, but they insist on sending parts that do not fix the issue. Product was damaged in shipping. The fan has been replaced, both grill grates have been replaced. I followed the instructions in the manual, but they implying that I did something wrong. I have called twice, but nobody ever calls back, just emails I bought the grill two months ago and it still does not work. I have spent too much time trying to fix the grill. Do not buy a grill from this company.

• Review fromStefanie O

  Date: 07/21/2022

  1 star
  I would give their Customer Service 0 stars, if possible. I have been unsuccessful is reaching them after a couple DOZEN attempts over two weeks. I have a bad RTD probe on a grill that is 5 months old. The part is out of stock everywhere... So we have a useless smoker. I am selling this one and going with another brand.