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:06/11/2024

  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 Sunday, 06/09/2024, I placed an order in the amount of $152.37 with this business, at the businesss website. I received an email confirmation the same day. However, the next day I did not receive a shipping notification and grew concerned I might not have the order in time for Fathers Day, which is the occasion for which I had placed it.On Monday, 06/10/2024, I tried to call the company but an automated recording stated they werent taking customer calls. I tried to live chat but the live chat option on the website is not functioning. I then emailed at 9:11 AM as that was the only option remaining. I stated that if the order could not be received by Saturday, 06/15/2024, I wanted to cancel and be refunded.At 9:31 AM ****** Del ******* responded and stated I would receive a tracking number by next week and offered me 10% off my order. Clearly she hadnt actually read my email.I then responded at 9:33 AM stating next week wont work and asking to be assisted in cancelling/refunding my order.At 10:24 AM ****** responded and again offered a 10% discount, plus free shipping once the item is back in stock, which I hadnt realized was an issue to begin with. Again, my request had been ignored.I responded at 12:18 PM and reiterated that I wanted to cancel and be refunded. I received no response. I emailed again at 1:46 PM and again at 4:48 PM requesting confirmation of cancellation and refund.This morning at 9:35 AM I emailed again and demanded a response today. I also started a new support thread through the inquiry form on the website, and received an email stating my inquiry was under review. I followed up at 9:54 by emailing that new support thread stating I would file a BBB complaint if I didnt have a response today. I emailed again at 11:47 AM stating I am STILL waiting for a response.I have had no response. Where support was responding to me within minutes, once my request became firm cancellation/refund I have since been ignored.

  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 the refund has been given last June 15. 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,

  Customer Answer

  Date: 06/25/2024

   
  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:06/09/2024

  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 purchased a bundle on May 13th, 2024. It is now June 9th, 2024. I've waited the 7 to 10 business days. The package has been shipped but seems to be lost in limbo in ******, ** as of May 17th, 2024. I have called Grill Rescue and left messages with my name and phone number within their posted business hours and emailed 2x without a response. I have checked my spam folder and made sure the emails went through. I'm disappointed that I have yet to hear anything from anyone from this business.I've contacted *** without any answers and told to contact the company.It was supposed to be a father's day gift, but doesn't seem to be making it here by then.

  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 June 27th. Please let us know if you haven't received your order by the given ETA so we can send a replacement right away.
  
  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

   
  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:06/06/2024

  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 have a tracking number that has been in limbo for more then 72 hours and no updates on *** or **** and the company's website says there is customer service but it is only an automated rote answer. #GR517920 is my order number and I have opened a dispute with PayPal to recover my money. I will make sure that none of my friends are duped into purchasing anything from this company.

  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 and delivered on June 11th. 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

   
  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:09/09/2023

  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.

  Ordered one of their packages have been told 3x your order is on the way and its now 6 weeks later being told your product is shipping this week.

  Business Response

  Date: 09/11/2023

  Hello ******, 
  
  Thank you for reaching out to us regarding your order. Based on your account we show that your order was placed on September 4 and was shipped on September 4th based on the tracking information with DHL it shows that the expected delivery date is September 14th with is in line with normal mailing time for standard shipping of 7- 10 business days which was chosen at checkout. So there doesn't seem to be a Delay with delivery. We apologize for the confusion regarding your order but we assure you that your order is on its way and you should be receiving it shortly. Please see tracking information below for the estimated delivery date from the official DHL website. 
  
  **************************************************************************************************
  
  Please let us know if you have any additional questions or concerns regarding your order and we would be more then happy to assist you. 

• Initial Complaint

  Date:07/27/2023

  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.

  We bought 6 brushes and gifted to parents and in-laws and kept one for myself. We did not like them, they frayed, fell apart. No worries, the remaining 3 brushes I listed them on **** to get rid of. This company is monitoring **** and requesting **** to remove legitimate listings under the Verified Rights Owner (VeRO) Program claiming Intellectual Property (IP) violation that my items were "forfeits." They provide an email for you to email this company to appeal ********************************* and have your items re-listed but of course, they ignored countless emails. I have proof of purchase! I email them over and over and they will not respond! This is unethical way of suppressing legitimate sales of your unwanted product. There are not many secondhand sales of the item on **** because of their practices that go unchecked.

  Business Response

  Date: 08/08/2023

  Hello There, 
  
  Thank you for your email. Firstly, I want to apologize for any frustration or inconvenience you've experienced with our product. It's disappointing to hear that the brushes you purchased did not meet your expectations and that you encountered issues with their quality. We take pride in the quality of our products, and your feedback serves as an invaluable resource for us to make improvements.
  
  In regards to the resale of our products, unfortunately we do not allow this unless you are an authorized seller of our products. We do apologize for the inconvenience. 

   

  Thank you, 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20383765
  
  I am rejecting this response because: What do you mean you do not allow this? I am selling a product I bought from you, which is now mine, which no longer want. You can't just "not allow this," that's not how it works! 

  It's like buying a car and the car manufacturer not wanting you to sell it. 

  You are using ****** Verified Rights Owner (VeRO) Program which may only be used by rights owners to submit claims of alleged intellectual property infringement. You are claiming these are counterfeits when what you are really doing is trying to eliminate competition because you don't think owners of your product should be able to sell their property. 

   

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

  Business Response

  Date: 08/28/2023

  Hello There, 
  
  I understand your frustration, and I apologize for any confusion caused by our initial response. Please allow me to clarify. You are absolutely correct that once a product is purchased, it becomes your property. Our intention is not to deny your ownership rights. However, certain products may have resale restrictions due to licensing agreements or legal considerations. We employ the VeRO Program to prevent the sale of counterfeit and/or unauthorized goods, with the goal of maintaining the quality and authenticity of products being sold. Our aim is not to hinder competition, but rather to ensure that products meet our standards. This is for all sells of our patent products that is not being sold by a verified reseller. I do apologize for the disappointment regarding this. As a company it is important that we maintain the integrity of our products and our brand. 

  Warm Regards, 

• Initial Complaint

  Date:07/20/2023

  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 July 5, 2023. Paid almost $11 in shipping costs.Called customer service on July ******* to find out the progress of the shipment. Spoke to a representative and they said they would look into it for me and get back to me. No one did.Just received notification that it shipped.Im very disappointed in the lack of communication and shipping costs should not be $11 when it is expected to be delivered 3 weeks after the order was placed and I spent over $87.

  Business Response

  Date: 08/03/2023

  Hello There, 
  
  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, and I understand how disappointing it must have been to not receive your order in time for Father's ***************** thoroughly reviewing your order details, I see that it was shipped and delivered on July 22nd. 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, I would like to offer you a refund of the shipping cost. This refund has already been processed and you should receive it on you card in the next few days. 
  
  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: 08/04/2023

   
  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:07/19/2023

  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 placed on July 7, with no shipping updates until today. I've sent multiple emails requesting a status and get nothing meaningful in return. Attached jpeg documents all this.Second, when I placed the order, it had something about periodic replacement heads being charged. I tried everything I could think of and could not remove that option. The company now tells me that they can't reverse this charge until I pay for three more heads. If this product fails to meet my expectations, I would never order three more heads.

  Business Response

  Date: 08/08/2023

  Hello there, 
  
  I apologize for the confusion regarding or subscription Due to the large discount given associated with our subscription orders we have a term and conditions disclosure on the home page of the product listing to eliminate any confusion. Please see attached photos. I have went ahead and set your cancellation us for automatic cancellation after required subscription date please let us know if you have any additional questions.  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20346973
  
  I am rejecting this response because: they failed to address the horrid delivery times and lack of communications. This is an issue that receives multiple comments on social media.  They have a problem and need to fix it.  Step one is to acknowledge the problem, then set up a plan to fix it, execute the plan.  They haven't even acknowledged that there is a problem.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/24/2025

  Hi *******, 
  
  We sincerely apologize for the delay in getting back to you and for any frustration this has caused.
  
  Weve reviewed your order and can confirm that the subscription tied to your purchase was already canceled as of January 2024. We're really sorry for the confusion and for the inconvenience you experienced while trying to remove the subscription during checkout.
  
  Your feedback is important to us, and were actively working to make the subscription process clearer and more user-friendly to prevent situations like this in the future.
  If there's anything else we can do to help, please dont hesitate to reach outwere here for you.

  Customer Answer

  Date: 04/24/2025

   
  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:07/19/2023

  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.

  Grill Rescue Date purchased 6/9/2023 Amount Paid $143.03 I still havent received my order. Ive contacted Grill Rescue and they keep telling me my order shipped. But when looking at tracking number they gave me it says: **** AWAITING PACKAGE Ive asked them to cancel my order and refund my money but they keep saying it has shipped already. I have waited too long and no longer want the order and want my money back. It clearly has not shipped yet.

  Business Response

  Date: 07/27/2023

  Hello ********,

  I hear you and understand the frustration completely.  We had issues with a batch of orders that essentially were marked as shipped but got missed entirely.  I apologize personally for this mishap.
  
  I do see that your order is marked as delivered.  If you'd like to return it, we can absolutely refund you no problem.  If you'd like to keep it, I already went in and refunded your shipping costs as a pre-emptive thank you for your patience.

• Initial Complaint

  Date:07/17/2023

  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.

  I purchased products for $50+ from Rescue and 40 days later, they still have not been shipped. I reached out to Rescue to see if I could get a refund given they have not made progress on delivering my order nor notified me of any issues, and they refused. They stated that I would need to receive a product before I could request a refund. Given that they will not deliver me my product, nor give me a refund, I feel this business is being deceptive under the guise of supporting firemen.

  Business Response

  Date: 07/26/2023

  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, and I understand how disappointing it must have been to not receive your order in time for Father's ***************** thoroughly reviewing your order details, I see that it was shipped and delivered on July 24. 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, I would like to offer you free shipping. 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: 07/26/2023

   
  Complaint: 20335328
  
  I am rejecting this response because:
  

  In the attached message with support, I was told I would be processed a refund if I did not receive my package last week. I should be receiving a full refund as I was told since the package was not delivered last week, instead of just free shipping.

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

  Business Response

  Date: 08/03/2023

  Hello there, 
  
  I sincerely apologize for the delay in receiving your order. We understand how important it is to receive your purchase on time, and we regret any disappointment this may have caused.

  To resolve this matter, we will reship your order immediately with expedited shipping to ensure you receive it as soon as possible. Additionally, to express our appreciation for your patience, we are offering you a 20% discount on your purchase.

  Once again, we apologize for any inconvenience this delay has caused. Your satisfaction is our top priority, and we are committed to providing the best customer service possible.

  If you have any further questions or concerns, please don't hesitate to reach out. We are here to assist you in any way we can.
  Thank you for your understanding and for giving us the opportunity to make this right for you.

  Best regards,

• Initial Complaint

  Date:07/14/2023

  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 a Grill Rescue brush on June 14, 2023. My credit card was charged for the brush and shipping on that day. I have contacted this company several times via email and received promises that my order would be shipped. On July 7, I received an email message indicating that my order was shipped. The tracking number provided by Rescue LLC shows no progress with the shipment since the tracking number was created. I tried to contact the company today - emails are rejected and phone is no longer in service.

  Business Response

  Date: 07/26/2023

  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, and I understand how disappointing it must have been to not receive your order in time for Father's ***************** thoroughly reviewing your order details, I see that it was shipped and delivered on July 24. 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, I would like to offer you free shipping. 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: 07/27/2023

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