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:06/24/2024

  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.

  On 6-17-24 I placed an order for the grill rescue brush combo kit and a separate order for a replacement brush at a discounted cost. I paid an extra fee for next day shipping. I paid for next day shipping because this was a gift and I needed it to be delivered by 6-26-24. The receipt email I received said I would receive another email with tracking info once my order was shipped. It been over a week and my order still has not been shipped. I have contacted customer service via email approximately 10 times. Their response is: Thank you for your message and I apologize for the inconvenience youve experienced. I understand your frustration and would like to offer a solution. We can ensure that your order is shipped by the end of the day, as we do have inventory available for immediate fulfillment. Please let us know if you would like us to proceed with shipping your order today. We want to ensure your satisfaction and are committed to resolving this promptly.My orders have not been shipped as of 6-24-24. I called the customer service number provided. The recording says: they are not accepting calls at this time and to email them with any concerns. THIS COMPANY IS A FRAUD.

  Business Response

  Date: 07/02/2024

  Hi *******, 
  
  I understand your frustration and I'm truly sorry for the inconvenience you've experienced. I want to reassure you that your order was successfully received on 07/01. Here is tghe link for your reference **********************************************************************************************************
  
  I apologize for the delay and any stress this has caused, especially since it was meant to be a gift. We're committed to resolving this promptly and ensuring your satisfaction. Please rest assured that we are taking your concerns seriously and will do our best to expedite the shipping process.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/02/2024

   
  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 appreciate your quick action to Grill Rescue. Once I informed them that I reported them to the BBB, they shipped my orders with tracking info immediately. It was delivered to my brother in ********** yesterday. I still would not recommend them to anyone and will NEVER order anything from their company again as my package was several days late and was not shipped next day as paid for. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/23/2024

  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.

  Order was placed on 6/9/24.Paid $11.89 for Standard **************************** (Ships Next Business Day).Credit card charged on 6/10/24.I reached out 6/13/24 to confirm that my order had been shipped. Right before I received a reply to my inquiry, I got the shipping notification email. Was told, Please note that our standard shipping time is 2-5 business days. The priority handling you paid for ensures that your order is processed faster within our fulfillment center, but the shipping time remains the same.It has been greater than 5-7 business days. It's actually been 9 business days, not counting weekends or Juneteenth in case the company honored that day.I paid for priority shipping, which was advertised as next day shipping, so I assumed itd ship out Monday 6/10/24 since that is a normal business day. I didn't expect to get it next day, but did expect it to ship out. My *** estimated delivery has now been updated five times and now is listing delivery for Monday 6/24/24 by 7pm, but my items never show up. Id like the company to reach out and provide me with a full refund. This was supposed to be a Fathers Day present and it isnt worth the stress anymore. I havent been so disappointed in a small business before or their customer service team.

  Business Response

  Date: 06/28/2024

  Hi ***, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 1st. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 06/28/2024

   
  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:06/22/2024

  Type:Service or Repair 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.

  On June 15 I placed an order and paid extra for next day shipping and its now June 22nd and it hasnt shipped. I reached out to customer service and they replied 2 days later with a templated shipping response but no resolution. Just it will ship when it ships. I replied twice and have not heard back.

  Business Response

  Date: 06/28/2024

  Hi *****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 1st. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

• Initial Complaint

  Date:06/22/2024

  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 from this company on June 4th. When I did not receive any communication about my order I attempted to check the status. Upon finding out it would not ship/arrive in time for Fathers Day, I cancelled my order. I received an email stating they would offer a partial refund. I emailed support back and demanded they refund in full as the product had not even shipped. I received no response. Today I received an email stating my order has shipped after requesting a refund multiple times. I should not have been charged for a product that 1. Was never received 2. The order was cancelled 3. Was told in writing I was going to be refunded. Very frustrated and disappointed.

  Business Response

  Date: 06/25/2024

  Hello ********, 

  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  
  After thoroughly reviewing your order details, I see that it was shipped and expected to be delivered today, June 25. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  
  To make amends and show our appreciation for your patience, We have refunded you the cost of priority handling. We value your business and want to ensure that your experience with Grill Rescue is nothing short of exceptional.
  
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.
  
  
  Warm regards,

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21886412
  
  I am rejecting this response because:

  You stated in an email that you would be issuing a refund well before the order shipped and it was never received.  I cancelled my order well before it shipped when I found out it would not be delivered on time for Father's ***************************** refund my money in the full amount.  

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

  Business Response

  Date: 07/02/2024

  Thanks for getting back to us, *****. We understand your request to return your order. However, instead of returning, we'd like to offer you complimentary free shipping on your order, and we will also refund the shipping charge you've already paid.
  
  Let me know if this works for you.
  
  If you have any further questions or concerns, please feel free to let us know. We're here to assist you.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21886412
  
  I am rejecting this response, this was supposed to be a gift for Fathers Day.  When I was told that the gift wouldnt be delivered in time, I specifically asked for the order to be cancelled and a refund.  The order hadnt shipped and there was plenty of time to ****** and refund.  Again, please refund my money. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 07/06/2024

  Thanks for getting back to us, *****. I completely understand. Please see attached return label. Kindly return the items so we can refund you.
  
  Thank you. 

  Customer Answer

  Date: 07/09/2024

   
  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,
  
  ************

  Customer Answer

  Date: 08/07/2024

  I still havent received my refund. 

  Customer Answer

  Date: 08/08/2024

  July 15, 2024  11:02am 

  Business Response

  Date: 08/15/2024

  Hi *****, 
  
  We have received the returned items. Thank you for sending them back. With this, I've successfully refunded the amount of $53.61 back to your bank account. Please allow 3-4 business days for this refund to appear.
  
  If theres anything else we can assist you with, please let us know.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21886412
  
  I am rejecting this response because: the total amount I was charged on June 4th was $69.52.  I was issued a refund of $1.05 on June 26th.  My total refund should be in the amount of $68.47. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 08/23/2024

  Hi *****, 
  
  I understand your frustration, and I apologize for the confusion regarding your refund. I want to assure you that a total amount of $53.61 was refunded on August 16th. Please let us know if there's anything else we can do to assist with this matter. Your satisfaction is important to us, and we're here to help resolve any concerns you may have.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21886412
  
  I am rejecting this response because: I have no been refunded in full.  Again - I was charged $69.52 on 06/04.  I was refunded $1.05 on 06/26 and $53.61 on 08/16.  I am still owed $14.86.  
  
  Sincerely,
  
  ************

  Business Response

  Date: 09/09/2024

  Hi *****, 
  
  I appreciate your patience and understand why this situation is frustrating. A refund of $53.61 was issued on August 17th for the returned items. The remaining amount wasn't refunded because, as per our policy, the cost of shipping is not included in refunds.
  
  Please let me know if you haven't received your refund. 
  
  Thank you for your patience and understanding. 
  

• Initial Complaint

  Date:06/20/2024

  Type:Customer Service 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.

  On June 1st I ordered a Rescue Pro and Dunk Tank and my card was charged for the purchase price on June 3rd. I sent email inquiries on June 8th, June 15th and today June 20th all of which are documented in the attached PDFs. Since I can't get a straight answer from Rescue, I am filing a complaint with BBB, to see if that might get something moving.At this point I want the product or a refund.

  Business Response

  Date: 06/27/2024

  Hi ****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 1st. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

• Initial Complaint

  Date:06/19/2024

  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 placed my order on June 7, 2024. I still have not gotten any shipping confirmation still to this day. According to their website items will ship within 3-4 business days. It has been over a week. I have tried contacting them and there is no way to reach the company. The website says that their phone lines are open from 9am-5pm EST Monday-Friday but the phone lines do not work. When I sent an email you dont get a response. This company is a major Scam.

  Business Response

  Date: 06/27/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 1st. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21875519
  
  I am rejecting this response because: I have emailed multiple times requesting a call from a supervisor regarding my order and have yet to hear anything. Your website states that items ship within 2-3 business days, The website also states that you can call the customer service number Monday-Friday from 9am-5pm EST but when you call you can't talk to anyone it doesn't work. If you are not going to allow phone calls then you should take that down from your website. I was refunded 50% of my shipping which is a joke considering how long I waited for the item to ship and the lack of communication from the company. I feel that I should receive extra brush heads as well. This was a fathers day gift and now its almost a month after the holiday before I will be able to give it to my father. You also have the option for chat that is supposed to be available  Monday-Friday from 9am-5pm EST as well and that doesn't work either. Don't have these options if you are not going to have them available. You are spending more money on advertisements and not focusing on the orders that you are already receiving. Take care of your customers. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2024

  Thanks for getting back to us, ******. We sincerely apologize for the inconveniece. For your inconvenience, we would like to offer you an additional 20% discount on your order as a token of appreciation for your understanding.
  
  If this works for you, please let us know. 
  
  Looking forward to your response.

  Customer Answer

  Date: 07/02/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 07/03/2024

  Will the company see my response they promised me an additional discount on my order and asked if I agreed to that since I agreed to their response will they see that so they give me that additional discount?

• Initial Complaint

  Date:06/18/2024

  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.

  Placed 2 orders on 6/11 & paid for expedited shipping, which said it would ship the next business day, which would have been 6/12. I received email confirmation of my order but never any shipping notices. I tried to call their number every day for a week and it will take no calls, just says they are busy and will respond via email quickly. Every email inquiry i made took 1-2 days to get a response. They advised they were backed up and it would ship shortly. They offered partial shipping refund of $3.99 for one order, and nothing for the other. I paid almost $18 for the expedited shipping for the 1 order so it would come before Father's *** and $7 for the other regular shipping. I advised them I expected expedited shipping that I paid for and a refund since it did not happen. I also requested someone call me so I could find out what was going on with my orders and if I would ever get them and when, and no one ever called. I have only received the 1 response which did not give me any information on when I would get my orders. I cannot get any response.

  Business Response

  Date: 06/27/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 1st for both orders. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21867713
  
  I am rejecting this response because: the shipping links I received from Grill Rescue are still showing not shipped and waiting for labels. I also paid shipping charges and expedited shipping, which I did not receive and asked for refunds for that, since they did not ship them when promised and certainly not expedited shipping. I also asked to cancel my orders for over a week due to not being shipped, and they refused to and just have given me excuses, asking me to be "patient". If they finally decide to ship the product, it's too late, I have all ready requested the prders cancelled and a full refund because they weren't shipped when promised . I wanted my money refunded and my orders cancelled, as asked over a week ago. I order this for Father's day, which expedited shipping would have accomplished, and still haven't received them. I don't want to do business with this type of dishonest company. My resolution is for a full refund, as asked many times. 
  
  Sincerely,
  **********************;
  

  Business Response

  Date: 07/02/2024

  Thanks for getting back to us, ******. We understand your request to return your order. However, instead of returning, we'd like to offer you complimentary free shipping on your order, and we will also refund the shipping charge you've already paid.
  
  Let me know if this works for you. 
  
  If you have any further questions or concerns, please feel free to let us know. We're here to assist you.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21867713
  
  I am rejecting this response because: I don't want apologies from you. You do not run a good, honest business. I want both orders of my my shipping charges refunded in full and the 20 % refund you offered for the delay in getting my product. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/11/2024

  ******, I checked and a partial refund was issued to you last 06/26 amounting to $8.61. With this, I've successfully refunded your whole shipping fee of $17.23 back to your bank account. Please allow 3-4 business days for this refund to appear.
  
  We appreciate your patience and understanding. 

• Initial Complaint

  Date:06/15/2024

  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 purchased a handle and two cleaning heads on 11jun. I paid for next day shipping. I reached out to the company and have not heard when I can expect to receive my order: I have not received a shipping confirmation and it is 15Jun. I was hoping to receive this item in time for Fathers Day.

  Business Response

  Date: 06/25/2024

  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  
  After thoroughly reviewing your order details, I see that it was shipped. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  
  To make amends and show our appreciation for your patience, We have refunded you the cost of priority handling. We value your business and want to ensure that your experience with Grill Rescue is nothing short of exceptional.
  
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.
  
  
  Warm regards,

• Initial Complaint

  Date:06/14/2024

  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 two grill cleaning items from a company called Rescue that purports to sell grilling items and help firemen. I spent $80 and have not received the items. The email address for them is invalid

  Business Response

  Date: 06/25/2024

  Hi ****,

  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped is expected to be delivered on June 25th. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.
  
  
  Warm regards,

• Initial Complaint

  Date:06/12/2024

  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 placed my order on 6/3/24 for 1 Double Up, 1 Just for Me, and 3 Grill Brush Hangers (one for each handle I purchased). The package arrived on Monday 6/10/24 and was missing the 3 Grill Brush Hangers. I contacted customer service immediately via email the same day it was delivered (6/10/24) and they responded asking for pictures of what I received so I sent them pictures of the package I received right away. It's been two days and I haven't heard anything. I've tried calling the customer service phone number listed on their website during the hours listed on their website and every time, I have received an automated message saying that customer service can only be reached via email. The website states a 1-2 hour response turnaround time for an email, but it has been over 48 hours since I first contacted Grill Rescue about my issue and over 36 hours since providing pictures. I followed up again today via email (12 hours ago) and have not heard anything back.

  Business Response

  Date: 06/25/2024

  Hi *********,

  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that the shortshipped hanger was shipped and delivered on June 20th. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.
  
  Warm regards,