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:07/06/2025

  Type:Order 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 ordered a product $86 from Rescue grill brushes on June 5th. I still haven't received my order, today is July 6th. I've send many messages and haven't heard back from them. It seems lots of other people are going through the same thing right now.

  Business Response

  Date: 07/08/2025

  Dear ******, 
  
  We sincerely apologize for the delay in processing your order and the frustration this has caused. We understand how important it is to receive timely updates, especially when it concerns a purchase youve been waiting on.
  
  We have escalated your order and are working to resolve this as quickly as possible. You should begin seeing movement on your order within the next ***** hours.
  We truly appreciate your patience, and if you have any further questions or need assistance, please feel free to reach out.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/08/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/30/2025

  Type:Delivery 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.

  They taken my orders and won't send my merchandise! I get 1 out of 10 emails answered with the same lies and excuses of why my orders haven't been filled. I have told them at this point I do not want thier lies or merchandise. I want a full refund but I can't seem to get an answer back I sent this to them This is unacceptable. You have been telling me this over and over. I was told last week it would be mailed out on Tuesday at the latest! which was obviously a lie!! I have 2 orders that I want refunded back to my card immediately or I will be contacting to BBB and also reaching out to my bank to tell them these were fraudulent charges and that you have stolen my money! I also placed an order just for the bucket and was never told that was on back order just the combo pack so that makes this excuse a lie!! here are my orders and the amounts. Refund me immediately!!Order GR730630 $30.25 Order GR747137 $71.42 for a total refund of $101.67

  Business Response

  Date: 06/30/2025

  Dear ********, 
  
  We sincerely apologize for the frustration and inconvenience you have experienced with your orders. We fully understand your concerns and are committed to resolving this issue.
  
  We have escalated your orders, and they have been shipped today. You will receive an email notification with tracking information once they have been dispatched.
  We deeply regret the delays and miscommunication that have occurred, and we understand your desire for a resolution. We are doing our best to ensure that this does not happen again in the future.
  
  Once your orders are received, if you still wish to return them, please let us know and we will assist you with the return process. If you prefer a refund, please reach out, and we will ensure that is processed promptly.
  
  Thank you for your patience and understanding as we work to resolve this matter.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23536440
  
  I am rejecting this response because: I no longer wish to deal with this sketchy company. I have been told over and over my orders have been shipped. I don't believe they have actually been shipped. This whole ordeal has me so stressed out not to mention the time it has cost me!! I just want a refund. I dont want to look at any products from this company and be reminded of the stress they have caused me.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/01/2025

  Hi ********, 
  
  We sincerely apologize for the stress and frustration this has caused you. We understand how disappointing it can be to experience this level of inconvenience. We can confirm that your order has been canceled as per your request.
  
  We genuinely appreciate your patience, and we apologize once again for the challenges youve faced. If you ever reconsider or need assistance in the future, please dont hesitate to reach out. We wish you all the best.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23536440
  
  I am rejecting this response because: I still have not received the 1 item I was told had already been shipped. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/09/2025

  Hi ********, 
  
  We sincerely apologize for any confusion or frustration this has caused. According to our records, your Dunk Tank was delivered on June 30. For your reference, here is the tracking link: *******************************************************************************************************;
  
  Please feel free to reach out to us if you need further assistance, and well be happy to help resolve any outstanding issues.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23536440
  
  I am rejecting this response because: I will give it another week to get here. I am not sure who to believe at this point. Sure there is a tracking number, but it doesn't do me any good as I do not have the merchandise. This can absolutely be a post office issue at this point, who knows. What I do know is it was a problem of your company weeks before this with taking my money, continually lying to my that it had been sent, that it was going to be sent and the only way I was able to get a refund was contacting the BBB ( partial refund) as you still have the money for the one item you SAY has been shipped.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/11/2025

  Hi ********, 
  
  We sincerely apologize for the frustration and confusion this situation has caused. After reviewing your case, we can confirm that your order was canceled and a refund was processed on June 30. We understand the inconvenience of not receiving your merchandise, and we acknowledge that this has caused significant frustration.
  
  While we understand that the tracking information may not be helpful at the moment, we want to assure you that we have done everything we can from our end. We will continue to monitor the situation, and if there are any further issues, please let us know.
  
  Thank you again for your patience, and we are truly sorry for the negative experience you've had. We appreciate you bringing this to our attention and hope we can resolve this matter soon.

  Customer Answer

  Date: 07/11/2025

   
  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. Sorry it had to come to this, but looking at the complaints yall gotta do better! 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/30/2025

  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 ordered two beer buddies from grill rescue as a Fathers Day gift. Their website promised delivery before Fathers Day. I ordered stainless steel and pink. I was sent two teal colored. Not appropriate for a man. I immediately reached out to the company and told them of their mistake. I was promised a replacement promptly. Since that time, it has been almost a month. I have had the same email response to every email I send them. That they are sorry for the inconvenience, pick out the replacement color and they will ship immediately. I have received this email from ********* ********* ****** ***** **** and a steam of others. No one answers a phone and the response is always the same, that they will send the right product to correct their mistake but never do. The last email read that they no longer had any beer buddies in all of the company to send me. This is a scam, they keep asking me what I want but when I follow up, it is always a new person and I have to start all over again. They claim to have thousands of 5 star reviews but this has been the worst customer service I have ever received. I want the stainless steel and pink beer buddies that I originally ordered!

  Business Response

  Date: 07/01/2025

  Dear ******, 
  
  We sincerely apologize for the frustration you've experienced, and we truly appreciate your patience. We understand how disappointing this situation has been, and we are committed to making it right.
  
  We have shipped the replacement Beer Buddies in the color Blush, as ************** is the link for your reference ********************************************************************************
  
  Please see the attached Return Label for the incorrect items you received. Once again, we apologize for the delays and the inconvenience this has caused.
  
  Thank you for your understanding, and if theres anything else we can assist with, feel free to let us know.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/27/2025

  Type:Delivery 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 rescue brush on June 19, 2025. Tracking has to be done via the shop app. No tracking number provided but says delivered on June 26th. Package has never been received. No reply from company. I spent $77.77 on the product.

  Business Response

  Date: 06/30/2025

  Dear Jonathan, 
  
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you’ve encountered. We completely understand your frustration with the lack of tracking information and the delivery issue.
  
  We have escalated your order, and as of today, your package is now moving through the shipping network. You can track it here: https://webtrack.dhlglobalmail.com/orders/33872506301020951/details/420490719261290376124417908050
  
  We truly apologize for the confusion with the delivery status, and we are working diligently to ensure your order reaches you. If there are any further issues or if you still do not receive the package, please don't hesitate to reach out, and we will assist you in resolving this matter.
  
  Thank you for your patience, and we appreciate your understanding.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23526199, and find that this resolution is satisfactory to me. My order was delivered today.
  
  
  
  Sincerely,
  
  
  
  Jonathan Smith

• Initial Complaint

  Date:06/26/2025

  Type:Delivery 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.

  Ordered items through their webpage paid for said items and no delivery . They claim it was shipped however tracking info states **** does not have package

  Business Response

  Date: 06/30/2025

  DearRon, 
  
  Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you’ve experienced. We understand your frustration with the delivery delay and tracking confusion.
  
  We have escalated your order, and as of today, it is now moving through the shipping network. You can track your order here: https://webtrack.dhlglobalmail.com/orders/33872506196752122/details/420027039261290376124416141342 The expected delivery date is July 2nd.
  
  We apologize for the delays caused by the courier. Sometimes, these types of issues occur with shipping carriers, but we are doing everything on our end to ensure your order reaches you as quickly as possible.
  
  We truly appreciate your patience and understanding, and we're here to assist you if you need any further help.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23522246, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ron Fiske

• Initial Complaint

  Date:06/25/2025

  Type:Delivery 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 ordered on June 15th and haven't received my order or any response from the company to my emails. I called their phone number but it says they don't answer their phone.

  Business Response

  Date: 06/25/2025

  Hi ******, 
  
  I sincerely apologize for the delay and the lack of communication youve experienced. We completely understand your frustration, and we regret that this has not been resolved sooner.
  
  We are escalating your order, and you will receive an update soon. We are actively monitoring the situation to ensure your order is processed and delivered promptly.
  
  We greatly appreciate your patience and understanding, and were committed to resolving this as quickly as possible. Thank you for giving us the opportunity to address this matter.
  
  Best regards,
  Grill Rescue Team

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23516303
  
  I am rejecting this response because: it was a gift for someone and I want my money back.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 06/26/2025

  They sent this tracking info to me but the tracking info is for something that is less than 2lbs and going to the wrong town. I don't believe them at all and I want my money back now!

  Business Response

  Date: 06/30/2025

  Hi ******, 
  
  Thank you for bringing this to our attention. We sincerely apologize for the confusion with the tracking information.
  
  We have verified that your items were delivered on June 28. You can check the delivery status using the following link: **************************************************************************************************
  
  We understand your frustration, and we want to ensure that you're satisfied with your purchase. Please let us know if you still have any concerns or if youd like further assistance. We are here to help.
  
  Thank you for your understanding and patience.
  
  Best regards,
  The Grill Rescue Team

• Initial Complaint

  Date:06/24/2025

  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.

  Rescue Co based out of *************** ******* owned by ****************** and CEO/COO ***** ****** are selling defective grill brush products online to consumers and will not honor numerous attempts to get a refund on the damaged products they are shipping. They are doing this to many people and we have not been able to get any resolution from them. I am seeking a full refund on the grill brush we ordered that came broken. We have reached out numerous times and when we finally get a response they ask for pictures and our order number. We supplied those and they email back later saying please send pictures and order number. It has become a cycle of nothing being done which is part of their scam. After review of many identical complaints online it is obvious the owner taking advantage of people with no intent to do the right thing.

  Business Response

  Date: 06/25/2025

  Hi Cathy,
  
  I sincerely apologize for the issues you've encountered with your order and the frustration it has caused. We take customer feedback seriously and regret that your experience with our company has not met your expectations.
  
  Upon reviewing your case, I can confirm that we have refunded your order in full, and there is no need to return the damaged item. We understand the inconvenience and are truly sorry for the confusion and delays in communication.
  
  Thank you for your patience throughout this process, and we appreciate your understanding. If you have any further concerns or need assistance, please feel free to reach out directly, and we will do our best to assist you.
  
  Regards, 
  Grill Rescue Team

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23513806, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Karl Crowson

• Initial Complaint

  Date:06/19/2025

  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.

  June 9th I ordered their father's day bundle for $68.80. The took the money out of my bank account on June 10th. I have emailed 4 times, tried to call twice and I can not get their chat function to work on their website. The stole money from me, because they never fulfilled their end by sending me a product nor will respond at all

  Business Response

  Date: 06/20/2025

  Dear Jessica, 
  
  First and foremost, I sincerely apologize for the delay and the inconvenience you’ve experienced. We understand how frustrating this situation has been, and we are sorry for not providing the level of service you expected.
  
  The good news is that your order has shipped, and you can track it here:
  
  ??https://webtrack.dhlglobalmail.com/orders/33872506196752504/details/420228519261290376124416141779
  
  We truly appreciate your patience, and we are committed to making this right. If you have any further questions or need additional assistance, please don’t hesitate to reach out.
  
  Again, we apologize for any frustration caused, and thank you for bringing this to our attention.
  Best regards,

  Customer Answer

  Date: 06/23/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23491912, and find that this resolution is satisfactory to me.
  
  

  I hope to see the item soon then. Will be on the lookout for it. 

  
  
  Sincerely,
  
  
  
  Jessica Key

  Customer Answer

  Date: 06/25/2025

  Yes, they said they have shipped it, yet there has been no movement in the package. I contacted DHL and they said that the label wad created, but they do not have the package yet. So the company has not actually shipped it. 

• Initial Complaint

  Date:06/18/2025

  Type:Delivery 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.

  Website: ************************************** Order Number: GR713129 Date of Transaction: June 7, 2025 Amount: $105.81 Description: I placed an order (Ultimate Grilling Enthusiast Pack 2) with Grill Rescue on June 7, 2025. When placing my order online it had stated delivery by June 14th. After receiving no shipment notification or tracking, I reached out on June 13th. I was told my order was delayed due to a backordered item, but the explanation changed with each email, and no accurate update was ever provided.Despite being told my order would ship no later than Monday [June 16th], I received no shipping confirmation and no follow-up communication. I even extended ***** through Tuesday, June 17th, with no result. I sent multiple emailsincluding one requesting a full refund if the order was not shippedand have been completely ********** of June 18th, no order has shipped, no refund has been issued, and the company has stopped responding. I have initiated a dispute with my bank and am filing this complaint to report Grill Rescues deceptive, inconsistent, and unprofessional business practices. I am seeking a full refund of $105.81, including shipping.

  Customer Answer

  Date: 06/20/2025

  Grill Rescue shipped my order on June 19, despite my written cancellation request stating that if my order was not shipped by end of day June 17, it was to be canceled and fully refunded. I received no response to that message.

  
  

  When I got the shipping confirmation, I immediately responded to their email to reject the shipment and make it clear that it was unauthorized. Their own website promises customer service replies within 12 hours, but I have yet to receive any reply.

  
  

  I am refusing the shipment and requesting a full refund including shipping, as the company failed to honor their timeline and ignored multiple messages. A bank dispute is open, and I will be filing an FTC complaint if this is not resolved.

  Business Response

  Date: 06/20/2025

  Hi *****, 
  
  First and foremost, I sincerely apologize for the confusion and delay in responding to your cancellation request. We understand your frustration and take full responsibility for not meeting your expectations.
  
  Your order has shipped, and we understand that this is not the outcome you were hoping for. Once you receive the items, we are more than happy to provide you with a return label and initiate a full refund, including shipping.
  
  We value your feedback and will work to ensure better communication moving forward. If you have any further questions or need assistance, please dont hesitate to reach out. We are committed to resolving this as quickly as possible.
  
  Thank you for your understanding.
  
  Best regards,
  Grill Rescue

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23488660
  
  I am rejecting this response because: I do not accept this resolution.

  
  

  As of today, June 26, *** still does not have possession of the package Grill Rescue claims was shipped in an email dated June 19.

  
  

  If the company was sincere about offering a return label, they could have sent that immediately via email instead of requiring I wait to receive the product especially knowing I had already canceled the order and initiated a chargeback.

  
  

  Given the continued lack of follow-through and accountability, I do not trust the company to handle the return properly. I will maintain the chargeback and refuse the package if it is ever delivered.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/30/2025

  Hi *****, 
  
  Thank you for sharing your concerns with us, and we sincerely apologize for the frustration youve experienced. We understand your disappointment, especially given the circumstances surrounding your order.
  
  We have checked your order, and it is out for delivery today. You can track it here: *******************************************************************************************************;
  
  If you do not wish to keep the item upon delivery, please let us know, and we will provide you with a return label immediately for a full refund. We are committed to ensuring that this matter is resolved to your satisfaction.
  
  We truly appreciate your patience and understanding as we work to resolve this issue.
  
  Best regards,
  The Grill Rescue Team

  Customer Answer

  Date: 07/08/2025

   
  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.
  

  I am marking this complaint as resolved only because I was reimbursed in full through my bank via a chargeback. Grill Rescue did not issue the refund directly.

  I refused the package upon delivery in person on June 30, as I did not trust the company would follow through with their offer to send a return label after delivery. They could have easily provided a return label via email in advance, but they did not.

  Although Grill Rescue sent a shipping confirmation email on June 19, *** tracking shows the company did not actually hand the package over to *** until June 25. I had already requested cancellation on June 17, and this delay in shipping combined with the lack of communication made it clear the order could and should have been canceled before shipping occurred.

  I do not intend to do business with this company again due to the lack of responsiveness, accountability, and transparency I experienced.

  Sincerely,
  ***** ******

• Initial Complaint

  Date:06/18/2025

  Type:Delivery 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.

  Placed and order on June 6- the shipping was $15.95 and stated it would be standard shipping processed in 1-2 business days. I have since been able to get in contact with the company to get a status and I am wondering if this is even legit. Their website claims great customer service with timely responses - however I have sent 3 emails - I continue to call and have left voicemails and I have also filled out the form on their website. At this point and due to the lack of response I would aruge the shipping cost since it was almost $16 for 1-2 standard shipping and I am 12 days (9 business days) with no hope of this order ever getting fulfilled

  Business Response

  Date: 06/20/2025

  Dear Kristin,
  
  First, I want to sincerely apologize for the delay in fulfilling your order and the lack of communication you’ve experienced. We understand your frustration, especially after waiting much longer than expected for an update.
  
  The good news is that your order has now shipped. You can track it here:
  
  ?? https://www.ups.com/track?loc=en_US&requester=ST&trackNums=1ZC6X874YW04308309/trackdetails
  
  We deeply regret the inconvenience caused and the misunderstanding regarding the shipping timeframe. Your experience is not reflective of the level of service we aim to provide, and we are taking your feedback seriously to improve our processes moving forward.
  
  If you have any further questions or need assistance, please don’t hesitate to reach out. We appreciate your patience and understanding, and thank you for bringing this matter to our attention.
  
  Best regards,
  Grill Rescue

  Customer Answer

  Date: 06/23/2025

  Hello. 
  

  the item they stated had shipped on Friday has not even been received by UPS. I have concerns with this company and their credibility. I am demanding a refund of the shipping only at this point due to the lack of ownership and overall response to this matter. 
  

  can you please further assist? 
  

  thank you! 

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23484835
  
  
  
  I am rejecting this response because:

  Hello. 
  

  the item they stated had shipped on Friday has not even been received by UPS. I have concerns with this company and their credibility. I am demanding a refund of the shipping only at this point due to the lack of ownership and overall response to this matter. 
  

  can you please further assist? 
  

  thank you! 

  
  
  
  
  Sincerely,
  
  
  
  Kristin Kopp

  Business Response

  Date: 06/24/2025

  Dear Kristin,
  
  I sincerely apologize for the delay and the frustration this has caused. I understand your concerns, and I truly regret the inconvenience you've experienced with both the shipping and the lack of communication.
  
  Upon checking, it appears that your order has not yet been received by UPS. If the order does arrive, we will promptly send you a return label for a full refund, including the shipping cost.
  
  Thank you for your patience, and we truly appreciate your feedback. We are committed to resolving this matter to your satisfaction.
  
  Best regards,
  Grill Rescue Team

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23484835
  
  
  
  I am rejecting this response because:

   

  you simply restated what I already addressed and just stating “it is not received by UPS” and “if the product arrives”. This is terrible service and the business should be ashamed for how they have handled their communication. All you have done is provide canned messages with no explanation or action behind them. Whether the product arrives OR NOT I am asking for a refund of only the shipping since you did not adhere to your own commitments which are standard shipping 1-2 business days. 
  

  
  
  
  
  Sincerely,
  
  
  
  Kristin Kopp