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:06/20/2023

  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 purchased online from a company called Grill Rescue. I immediately received confirmation my order was received and my credit card was charged the amount for the services on my receipt. Since that time I have received several solicitation emails about making more purchases and even one asking how my first use of the product went. After receiving that email I went online and tried to track my shipment. Only shows it is in process. A few days later submitted only customer service email inquiry, no reply. Have tried yesterday and today to call the phone number and it only goes directly to voice mail. I would like to know if this is a scam or if we are ever going to get our products we ordered.

  Business Response

  Date: 06/30/2023

  Hello *****,
  
  We are certainly not a scam, but we did have big faults on our end that caused large delays.  Additionally to our faults, our goods have been stuck in transit trying to get to our warehouse for over a week now with consistent logistical delays. In an effort to ease your mind and due to us still having a delay in getting product in, I cancelled and refunded your order.
  
  I genuinely apologize for the negative experience you've had and I hope if you choose to order from us again, we can fulfill your orders in a timely manner.  We've adjusted a lot of our processes and hired more people on our end, but right now we're waiting on goods to be able to ship orders.

  Customer Answer

  Date: 07/03/2023

   
  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:06/20/2023

  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.

  purchase date **** 11,2023 Money taken out of my checking **** 11, 2023 Order number GR346949 Order confirmation # is ZTYZK5853 Order total : ****** This is for 2 handles, 4 heads with metal scrapers and standard shipping with priority Handling ( ships next business day).I've messaged company twice to website and once on ******** website. NO RESPONSE AT ALL. These were supposed to be for Father's day.Seemed like a great product but now I'm so upset . I just WANT MY MONEY BACK.-NOW.This company needs to full fill orders and then close down til they can get their act together. Please resolve this issue with credit back to my payment method. Please advise to email address listed. Thanks so Much ***** S******* ***************

  Business Response

  Date: 06/30/2023

  Hello *****,
  
  I definitely understand your frustration, and I would feel similar to you as a customer.
  
  It does look like this already arrived.  I issued a refund for the shipping and priority handling right now.
  
  If you'd like to do a full refund, please write RETURN TO SENDER on the box and it will come back to us if the label isn't damaged.  
  
  If you'd like to keep it, I can issue a refund for the entire shipping cost (priority handling + shipping cost) in full.
  
  Please let me know how you'd like to proceed and I'll gladly help you.  Please email me directly ******************************* as I will be able to respond quicker through there.

• Initial Complaint

  Date:06/20/2023

  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.

  My order was placed 6/13/23. I paid for next business day shipping and the order was confirmed as such. The charge was $72. Now a week later on 6/20 the order has not yet shipped. I have reached out to the company several times. Once they finally did respond, they stated that due to the fathers day rush, they were behind on shipping, Ok, no problem. Then refund me for my expedited handling that I paid. They are unwilling to do so. This is unacceptable as this is a service I paid for and they did not provide. After doing some research, looks like orders are taking WEEKS to ship. Regardless of whatever holiday they continue to falsely blame. Now they have adds out for Fourth of July promising the same "next day shipping." They know this will never happen and and continue to dishonestly accept and confirm orders collecting extra funds for expedited handling. This is completely false and fraudulent. Why not just be honest? People will still buy the product. If possible the BBB should look into these fraudulent collection of funds by he company.

  Business Response

  Date: 06/30/2023

  **************,
  
  I agree with you 100% that our site listings were not accurate once we got delayed.  We took far too long to remove the expedited options once we were backed up, and the same as adjusting our information banner at the top of the site to list the delays.
  
  I genuinely and sincerely apologize for the negative experience you had with our company, and we're taking this as a huge learning experience for what to do next busy season.
  
  Thank you for your patience.

• Initial Complaint

  Date:06/20/2023

  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.

  June 6th I spent $71.35 for a brush + 2 cleaning heads.June 16th I called, got sent to voicemail June 16th I emailed, got a response back that they had a high volume of orders and couldn't estimate my order This is when they started their fathers day sale I asked them June 16th for a refund June 18th they said they'd get me tracking information within 48 hours.I asked for a refund again today, no response.Via social media on the 18th i posted a video about how they wouldn't give me a refund, they responded with the generic canned "high volume of orders" mess.Then they initiated their july 4th sale. all the while knowing they can't meet their shipping commitments. I ordered "in time for fathers day" and im still waiting I want my money back

  Business Response

  Date: 06/30/2023

  Hello *****,
  
  I definitely hear your concerns and we take full ownership of our delays and poor staff planning/website planning.  We were behind the ball the entire way of the demand increase.
  
  I do see that you have received your item.  Right now I went ahead and refunded your expedited charges as well as your entire shipping.
  
  If you'd like to process a return, I'll work with you on getting the unit sent back.
  
  My email is ******************************* if you'd like to continue and send it back.
  
  Thank you for your patience.

• Initial Complaint

  Date:06/19/2023

  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.

  Ordered a grill brush on June 4th at 6am for $53.22 including standard shipping. On June 16th, I messaged the company through the Shop app that was required to download to track the status of the product. I requested an update on the order. I got back a response that the chat was only available from 9-7 and the entire chat for disabled. I emailed the company directly the same day requesting a refund and got a response stating Thank you for contacting Grill Rescue. We appreciate your inquiry regarding your order and apologize for the delay. Your patience is sincerely valued. As a result of the significant number of orders we've received, we are currently facing processing and shipping delays. Our dedicated team is working tirelessly around the clock to fulfill all orders as swiftly as we can. I sent back another email requesting for a refund once again and have not gotten a response. Other customers on ******** have expressed the same problem.

  Business Response

  Date: 06/30/2023

  Hello ******,
  
  I'm so sorry you've had this negative experience with your order so far.  It's really, REALLY not what we want our customers to deal with when ordering from us.  Normally, we have no issues at all, but we definitely were not prepared in many aspects for this surge of orders.  I personally apologize for that.
  
  I do see your order has already been delivered.  We learned a lot from this situation and know what to change and do better in the future, but unfortunately that doesn't help your order that you already placed.
  
  If you'd like to return your package for a refund, please email me at ***********************************.  I did just refund your shipping charge totally due to the delays - so if you'd like to keep your order, I did ensure that charge was sent back to you.
  
  Thank you so much for your patience.

  Customer Answer

  Date: 06/30/2023

   
  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.
  

  I am, however, disappointed that I requested a refund numerous days in a row and then finally told the item was shipped and it was too late.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/19/2023

  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.

  My son and I placed an order with this company, order # GR344207, on June 9. It is now 10 days later and we cannot get any response from he company except for automated emails or chat messages stating the company is delayed on shipping. We spent $51 total to ensure the item would arrive before Fathers Day and the company refuses to contact me. I would just like a refund at this point as the company cannot be trusted as legitimate if they cannot even have a live customer service team to return phone calls and/or emails. I have asked more than once for the order to be cancelled and my money refunded and no one will reply. Everything is automated. So frustrating. I dont honestly believe this company is a legitimate company.

  Business Response

  Date: 06/30/2023

  Hello,
  
  I totally hear and understand your concerns.  We absolutely fell behind and didn't have the staff to keep up with demand in shipping, manufacturing or customer service.  We've since hired much more staff in every department to handle this issue.
  
  I did look into your order and see this has been resolved, and you've been refunded in total.
  
  Thank you for your patience with us while we learn from this.

• Initial Complaint

  Date:06/18/2023

  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.

  Placed an order on 6/9/23. ORDER #GR343802. It is now 6/18/23, I paid extra for same day processing. To even track my package I had to download a ridiculous app. Which I refused to do initially. But after more than a week of no shipment notification I downloaded the app to check to order and it hasn't even been processed. Still says "order placed" as a status. Completely unacceptable processing and shipping practices. If you're going to be "behind" on your orders stop scamming people with the option of same day processing.

  Business Response

  Date: 06/19/2023

  Hello *****,
  
  Firstly, let me apologize for the delay in getting your order out.  Due to the Memorial *** weekend as well as the Father's *** gift rush, we had an unprecedented amount of orders coming through.  We increased our staff in both customer service as well as our warehouse.  The increased warehouse staff has allowed us to ship 7 days a week now.

  I completely understand and agree with your frustration.

  
  Your order will be going out today, and you should have received tracking information to your email.  If you don't receive the email within 24 hours, please email me directly and I'll send it over to you.
  
  ***********************************
  
  Thank you for your patience.  We're still a new company and we're working toward adapting to the increased interest in our product.

  Additionally I refunded the difference in shipping of the same day processing fee since clearly it didn't go out the same day.  You should see a refund coming through shortly.

• Initial Complaint

  Date:06/17/2023

  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.

  Ordered a brush on 6/2/23 and selected standard shipping. It is now 6/17 and no update to shipping, per customer service they are overwhelmed with orders. I requested a refund 3 separate times and get a thank you for your patience response and no actual help or shipping update or refund.

  Business Response

  Date: 06/19/2023

  Hello *****,
  
  Firstly, let me apologize for the delay in getting your order out.  Due to the Memorial *** weekend as well as the Father's *** gift rush, we had an unprecedented amount of orders coming through.  We increased our staff in both customer service as well as our warehouse.  The increased warehouse staff has allowed us to ship 7 days a week now.
  
  Your order has already gone out, and you should have received tracking information to your email.  If you don't receive the email within 24 hours, please email me directly and I'll send it over to you.
  
  ***********************************
  
  Thank you for your patience.  We're still a new company and we're working toward adapting to the increased interest in our product.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20201891
  
  I am rejecting this response because:
  USPS has not received the package to ship even though the business marked shipped 2 days ago. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2023

  Hello *****,
  
  I hear and understand your concerns.  There should be a DHL tracking that shows the *** of June 28.  We use DHL eCommerce which sends the package via DHL to your local post office.  Once in your local post office, that's when they get the updates.  I just sent you an email with your tracking link from DHL

  Customer Answer

  Date: 06/28/2023

   
  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:06/17/2023

  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 a product from company on 6/2 (order "GR323688) with standard shipping, emailed company on 6/11 asking when order will ship, the response I received on 6/12 was they are experiencing a delay due to high volume of order have emailed again on 6/15 requesting to cancel order and receive a refund, they have not responded.

  Business Response

  Date: 06/19/2023

  Hello *****,
  
  Firstly, let me apologize for the delay in getting your order out.  Due to the Memorial *** weekend as well as the Father's *** gift rush, we had an unprecedented amount of orders coming through.  We increased our staff in both customer service as well as our warehouse.  The increased warehouse staff has allowed us to ship 7 days a week now.
  
  Due to our increased staffing, your order has already gone out, and you should have received tracking information to your email.  If you don't receive the email within 24 hours, please email me directly and I'll send it over to you.
  
  ***********************************
  
  Thank you, and again, I genuinely apologize your experience with us so far has been negative, but I'm hoping that we can work toward making things right with your order.

• Initial Complaint

  Date:06/16/2023

  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 the scrub brush on June 7th, immediately received an email confirming my order. Since then no other communication. I have reached out to the company several times through email, phone, messaging and have not received any response. No idea what the status is of my order because I cannot reach anyone

  Business Response

  Date: 06/19/2023

  Hello *****,
  
  Firstly, let me apologize for the delay in getting your order out.  Due to the Memorial *** weekend as well as the Father's *** gift rush, we had an unprecedented amount of orders coming through.  We increased our staff in both customer service as well as our warehouse.  The increased warehouse staff has allowed us to ship 7 days a week now.
  
  Your order will be going out today, and you should have received tracking information to your email.  If you don't receive the email within 24 hours, please email me directly and I'll send it over to you.
  
  ***********************************

  
  Thank you, and again, I genuinely apologize your experience with us so far has been negative, but I'm hoping when you receive the product that the safety, quality, and effectiveness of the brush will show you that we are a legit company that sells high-quality products.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20196845
  
  I am rejecting this response because:

  it took me escalating it to the BBB to get any communication. I read all the same excuses as others reported multiple times. I do not want the product and would just like a refund 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/26/2023

  Hello *****,
  
  I see this is set to arrive June 29. If you'd like to go through with a refund simply refuse upon arrival or write RETURN TO SENDER for your postal carrier to take back.  Once it arrives at our warehouse, we can issue a refund.
  
  If you'd like to keep this package, I can issue a full refund on the shipping amounts.
  
  Please let me know how you'd like to proceed and I'll assist you.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20196845
  
  I am rejecting this response because: i requested a refund way before this was even shipped. The business purposely delay responding to this complaint until after it arrived at my house to make the refund harder to process. My family had already open the box and discarded it, which just makes the product harder to return. I am very disappointed in their business practice and manipulation. I will not use the brush nor will I spend more of my time and money working to send it back because of their back door tactics. Very disappointing 
  
  Sincerely,
  
  *************************