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Business Profile

Grill Cleaning

Rescue LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grill Cleaning.

Complaints

Customer Complaints Summary

  • 192 total complaints in the last 3 years.
  • 92 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 grill cleaner from this company on 6/10/2023. At that time I paid extra to have the order processed the same day as I needed the product quickly. I heard nothing from the company about the order shipping so I attempted to cancel the order on 6/15/2023. The company refused to answer me for 8 days and then responded to say the item shipped (on 6/21/2023) and they could not refund me. This company is taking money for expedited shipping and processing knowing this will not happen. They are then ignoring customers complaints and refusing to make things right.

    Business Response

    Date: 07/07/2023

    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 June 28th. 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 special discount of 20% off your next order with us. This discount can be applied to any future purchase you make on our website. 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:06/23/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 product before Fathers Day 2023. My card was charged but I have not had any confirmation of shipment and still do not have my order. I want to either get my product within the week of today June 23. To June 30h or I would like a refund.

    Business Response

    Date: 07/07/2023

    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 June 27th . 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 special discount of 10% off your next order with us. This discount can be applied to any future purchase you make on our website. 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:06/23/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 6 for a Fathers Day present. On June 12th, I emailed asking for a status update of when my order will ship - especially since shipping was $11! I received a canned auto response about delay due to influx in orders. I outreached again on June 16 and June 18 again receiving auto responses. I emailed again on June 21 and requested that I get a non- auto generated response with a tracking number and shipping date. Zero response. I have filed a dispute with my credit card and am submitting this BBB complaint as well. This is unacceptable business practices and poor customer service. I either want what I ordered asap or a full and complete refund.

    Business Response

    Date: 07/07/2023

    Dear *****,

    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 June 27th . 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.

    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: 07/08/2023

     
    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 - provided that the seller refunds my shipping charge as soon as possible and provides an email confirming the same refund transaction. Thank you. 

    Sincerely,

    ***********************

  • Initial Complaint

    Date:06/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a grill brush from Grill Rescue on June 10 for Fathers Day. Order #GR345782. Starting June 16 I emailed customer service inquiring when my order would be shipped and was provided with excuses on shipping delays'. It's now June 23 and I've sent another email and left 2 voice mails inquiring about my order as it has still not been received . My voice mail left today stated I would like to cancel my order and get my $$$ back if I cannot get this gift. I would love to have this product but don't want to hear excuses about demand being higher than expected. At this point, Fathers Day has passed, and I still have not received my order.

    Business Response

    Date: 07/07/2023

    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 June 27th. 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 special discount of 20% off on this order. This discount will be applied to the above mentioned purchase. 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:06/22/2023

    Type:Order Issues
    Status:
    Answered
    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.
    Date of transaction: June 4th, 2023 Amount of money paid to the business: $67.85 What the business committed to provide me: "Just For Me: 1 Brush + 2 Cleaning Heads (w/ Scraper)" AND shipping protection Nature of the dispute: This business is ran by thieves. I never received my package and when I checked the order number it said there was no match. I checked my bank and the money processed which I will file as fraud. To make it worse they emailed me asking how the first use was and when I opened the email it was just a button to donate money to them which they claim goes to "charity". In other words, they pocket everything and continue to lie and steal from people. If you do not believe me, check the reviews. Everyone has had the same experience. Has the business tried to resolve the problem: Not at all. Ignored phone calls, ignored message on ******** and ************************** and HORRIBLE people who run it. Lying and thieving with too much cowardice to answer the phone or messages on social media. If I do not receive a refund they can expect further action.

    Business Response

    Date: 07/10/2023

    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 21st. 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 special discount of 20% off your order. This discount can be applied to your order today. 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:06/21/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 6/11/23, I ordered several items online ORDER #GR350471. I paid $226.15 which included expedited shipping in the amount of $28.95. This purchase included numerous Fathers Day gifts. I chose the expedited shipping option that stated the item would ship in one day. I have reached out to customer service via text and by phone numerous times and cannot get ahold of anyone. I dont understand why there is even an option for expedited shipping when the company cannot deliver on what they advertise. I would like a refund on the expedited shipping that was paid as well as an update on when this order will ship.

    Business Response

    Date: 07/10/2023

    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 7th. 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 for the amount paid for expedited 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,

  • Initial Complaint

    Date:06/21/2023

    Type:Product Issues
    Status:
    Answered
    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 two grill brushes for my dad and for my wifes dad for Fathers Day on May 30th. Contacted them multiple times around June 11th over chat, email and phone and was either not contacted back or given a generic response that it will ship soon. Still never received a shipping code. Emailed them June 14th to cancel and get a refund - then on June 15th they said sorry we shipped it. The brushes just arrived TODAY on June 21st. I understand that this is a small business but they need to do a better job with their customer service and replying. Now they want me to pay to ship it back to them after paying a ton for shipping it to me when I never wanted it in the first place. No wonder everyone is moving to Amazon.

    Business Response

    Date: 07/10/2023

    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 June 21st. 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 special discount of 20% off this order. This discount can be applied to your order.  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:06/21/2023

    Type:Delivery Issues
    Status:
    Answered
    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 6/8/23 -Multiple messages to customer service-Order processed 6/20/23 after a week of attempted contact with customer service. Was assured that my order would be shipped and I would have tracking information by end of day (6/20)-6/21/23-no response from customer service, enough is enough, requested order be cancelled and purchase refunded.

    Business Response

    Date: 07/10/2023

    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 June 26th . 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 special discount of 20% off your order. This discount can be applied to your order today. 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:06/21/2023

    Type:Product Issues
    Status:
    Answered
    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 grill rescue brush on May 27th. My credit card was charged for $114.79 on that date. I had hoped to have this in time for father's day. At that time there was no message that there was a delay, it said that it would be shipped within 5-7 business days. On June 17th I sent an email inquiring about the order, as I had not received a confirmation email of the order, nor a tracking number. I wanted to make sure that it was in progress. I got a very generic email back that they are delayed, but they did not confirm they had my order or when it would be shipped. I sent another email on June 20th with a further inquiry to see if I could get confirmation they had my order. The other odd thing is that I had got emails that said there was something wrong with my order, and that I had items left in my cart... lots of emails from them on that to complete the order. But my credit card had already been charged. I am requesting someone to respond to my concerns and verify they have my order and that I should not dispute the charge since I have not received the product and they are not confirming my order (I want an order number). Also note, they are sending all calls directly to voicemail. A partial refund at this point of the cost or shipping would be requested as the order did not arrive within the 5-7 days as stated, and not in time for father's day as anticipated.

    Business Response

    Date: 07/10/2023

    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 June 21st . 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:06/21/2023

    Type:Delivery Issues
    Status:
    Answered
    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 made an order on 6/9/23 for the Fathers Day sale I have yet to receive my product. I have emailed, called and even messaged on social media and have received no response. My order number is GR339549

    Business Response

    Date: 07/03/2023

    Hello ******,

    I am so sorry for the issues with your order.  I do see that we were able to cancel and refund it due to the delays.  Our communication capabilities were not up to par with the demand we had, and I apologize for that.  We are working to improve our processes every day.

    Thank you so much for your patience.

Rescue LLC is NOT a BBB Accredited Business.

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