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Business Profile

BBQ Supplies

Moss Grills

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:11/21/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order ***** placed on April 20, 2024 Barrel Smoker with rotisserie attachment On the date listed above I placed an order for a custom built smoker with Moss Grills. With shipping the total came to $1,120 (US). The lead time quoted was 6 weeks. On July 8th the owner, Mr. **** sent a text and photos of a grill that was not mine. After informing him that he sent that message to the wrong customer, he responded by saying my grill would be finished by the end of the week (July 12/23). On July 11, he reached out again asking if I had requested a custom logo. I had not which would have been clearly evident by reviewing the order I made. On August 22nd after still not having received any information about the smoker and disputing the charge with my payment company, I reached out via text, so that I would have a written record and requested a refund. According to Mr. ***** the grill was shipped over a month ago (no tracking had been provided, nor had I been contacted by any shipping company.) Within two hours I received a text saying the shipping company lost the package and a claim was initiated and a refund would be provided.Twice, payment company ****** reached out to Mr **** to accept the request for a refund. And both times he refused to respond & issue a refund.November 19, I reached out by phone about the issue and still have not heard back from the company and its owner. As of today on their site, the order still shows "Processing" as it did from the initial order. It never changed to shipped, in transit, no tracking was provided.Additionally, on 4/27 I reached out to cancel the order, which was within the 7 day cancellation period shown on the website, on 4/29 I received a text saying he wanted to provide me with an update. When we spoke that day by phone, he claimed that "materials had been ordered weeks ago", a clear LIE based on my order date.I have screenshots of the order and all text messages pertaining to the issue to back up my claim.

  • Initial Complaint

    Date:03/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    After holding my money for five weeks, they sent an extremely damaged and unprofessionally built grill with dents and scratches all over it very poorly packaged and horrible craftsmanship with used parts. They claim to have celebrities buying their product, which I dont believe is true at all.

Moss Grills is NOT a BBB Accredited Business.

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