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:06/16/2023

  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.

  Hello, I purchased four grill rescue brushes on June 4, 2023. Order #GR331623. Grill Rescue was promoting order for Fathers Day gifts. I placed the order intending to receive them in time to use as Fathers Day gifts. The total was $169.37. I have heard nothing from them so I emailed the support email and was told they are behind in shipping and nothing else such as when to expect shipment, etc. I have tried calling their customer service phone number several times and no one ever answers (I have left call back number and info about what I am calling about). I have tried to chat with them but never a response. Their web page says to contact them through email, phone call or chat and I have tried all of these methods several times with no response. I also tried to track my order on their website and it gives me a response that no order found. Im beginning to wonder if Ive been scammed. Any help and assistance would be greatly appreciated to cancel my order and be refunded on my original form of payment. Thanks so much

  Business Response

  Date: 06/16/2023

  Hello *****,
  
  I totally hear you and understand your confusion and frustration.  This is not a scam.  Unfortunately, this is a delay due to a very high increase in order volume.  We're working late and hiring more staff in customer service as well as our shipping facility to take care of all of our customers.
  
  If you'd like to keep your order, it will certainly ship out Monday, and I can refund your shipping and 10% of your order.  If you'd like to fully cancel still, I can process that for you.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20196045
  
  I am rejecting this response because:
  I would prefer to cancel my order because I have been seeing all kinds of complaints on social media from others who have placed orders and are experiencing the same issues I am having.  No one is responding to their calls or emails.  Im worried that when I need to order replacement parts in the future I will continually have problems.  
  I also bought these to use for Fathers Day gifts and had to buy something else so I dont need these now.  Please cancel my order and refund my original form of payment.  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/26/2023

  Hey there *****,
  
  Thank you so much for your kindness and patience with us.  I do see this order was delivered last Wednesday and we also issued a refund on June 22.

  Customer Answer

  Date: 07/05/2023

   
  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:06/16/2023

  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 for fathers day. I was charged by PayPal for the full amount and still have yet to receive it. Heres the response ******* (Grill Rescue)Jun 9, 2023, 16:06 GMT-5 Hello ******, Thank you for your response. We sincerely apologize for the delay in shipping your order. We understand your frustration and would like to assure you that we are actively working to fulfill all orders as quickly as possible. Due to an unexpectedly high volume of orders, our team has been facing challenges in meeting the increased demand. However, please be assured that we are making every effort to expedite the processing and shipping of your order. We understand the anticipation and excitement that comes with receiving a long-awaited purchase, and we share your enthusiasm. We truly appreciate your patience and understanding during this time. DO NOT ORDER ANY OF THE PRODUCTS OFFERED FROM THIS COMPANY!

  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.
  
  As of now, your order has already gone out and you should have received tracking information to your email.  If you haven't received it yet, 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.

• Initial Complaint

  Date:06/15/2023

  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.

  I placed an order from this business on May 29th. It was suppose to be a Fathers Day gift. I sent this email to them on June 9:Hi there. I placed my order on May 29th. I havent gotten a shipping notification that it has shipped yet. I was going to give it to my husband as a Fathers Day gift. If it is not going to get here by the 17th can you cancel my order. It is order #GR313685 This was their response: Thank you for your purchase! We understand how this can be frustrating and we apologize. We are a little behind in our shipments that's why we haven't shipped your order. We already asked for an update and will send the tracking information once shipped.On June 10 I sent this response to them:Can you just cancel this order please? It doesnt look like I will get it in time for Fathers Day.They didnt respond. On June 13 I emailed them again to cancel my order: Can you please cancel my order. #GR313685 On June 14 they responded: Thank you for reaching out! May I know the reason for the request?I responded on June 14:Yes because it has not been shipped yet and it was suppose to be a Fathers Day gift. You guys took way too long to ship. Please cancel my order No response from them. I emailed them again on June 15:Please cancel my order #GR313685 It has not shipped on time for Fathers Day. Please respond and let me know that you have canceled my order.They responded on June 15: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. Thank you for your understanding and continuous support. We remain committed to delivering your order to you as soon as possible. I responded on June 15: I dont want it anymore.

  Business Response

  Date: 06/16/2023

  Hello *****,

  At this point, I cannot refund your order as it has shipped and also you have initiated a chargeback on this order.
  
  Right now, if we reply to the chargeback with the shipping info, it won't refund you as we already shipped the product.
  
  If you want to cancel the chargeback, I can work with you on a solution that you'll be happy with.  Right now we cannot proceed with that dispute in place.
  
  My direct email is ******************************* if you'd like to discuss further or we can set up a time you're free for a call.  I'll make sure you're taken care of 100%
  
  Thank you!

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20193261
  
  I am rejecting this response because:

  I sent an email to the above mentioned email with my phone number. I have not received a phone call or response yet. I said in my email that I had not received a notification that my item has shipped. A while after that I got an email from someone else in the company saying the item had shipped so they couldnt cancel my order. I responded and said they shouldnt have shipped the item because I had requested multiple times for them to cancel the order over the last week. My requests were ignored until they shipped the item a week later after contacting better business bureau. I dont want the item and thats why I asked them to cancel it a week ago. This is the most dishonest company I have ever dealt with. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2023

  Hello *****,
  
  I believe we did actually speak on the phone in regards to this order.  I'm still unable to refund the amount we discussed as the chargeback is still in place. 
  
  I do see the order has been marked as delivered.  If you're able to remove the chargeback, I can fulfill this refund amount.

• Initial Complaint

  Date:06/15/2023

  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 ordered a grill brush from Grill Rescue on June 6 as their advertisements got my curiosity peaked for a Father's *** gift (order GR337103). I was charged $54.34 of which over $11 was charged for shipping. Starting June 11, I emailed customer service inquiring when my order would be shipped and was told 'early next week'. It's now June 15 and I've sent another email and left 2 voice mails inquiring about my order as it has still not shipped. My voice mail left today stated I would like to cancel my order and get my $$$ back if I cannot get this gift in time. I would love to have this product but the point that it's a Father's *** gift which was ordered 9 days ago and still hasn't shipped doesn't sit well with me. I don't want to hear excuses about demand being higher than expected as this company is still using Father's *** as a marketing tactic to get folks to order.

  Business Response

  Date: 06/16/2023

  Hello *****,
  
  I hear and understand your frustration.  Firstly, let me apologize for the delays.  I can understand that you as the customer don't care or need to know the reasons for the back **** you bought the product and want it.  Totally understand.
  
  I'm going to go ahead and cancel and refund your order ASAP.  I don't want anyone to think we're just taking money and not providing the product. 
  
  When we're no longer delayed, I'd love if you would try us out still.  My email is ***********************************.  If you ever want to order with us, reach out and I'll make sure you're taken care of personally.

  Customer Answer

  Date: 06/16/2023

   
  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:06/15/2023

  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.

  Hi, Just like all the complaints before me, it relates to an order that was placed, confirmed, "shipped" but never went anywhere. My situation seems a bit worse as I began engaging days after the order 5/11 and they were on it and checking. It has been 4 weeks of email communication - not one promise has been kept, and now they are radio silent on me. The order was placed 5 weeks ago and still DHL has it as moving, but no update in about 4 weeks. Grill Rescue continues to respond sporadically with statements like, "we are doing everything we can" but nothing has been done, like literally nothing. No update, no respect for their customers or their time. I truly cannot even remember the last time I was this frustrated with a business. AND this is supposed to be one that cares about people. The below was part of an email from 3 weeks ago - Please be assured that these delays are not a reflection of Grill Rescue and we apologize for any inconvenience they may have caused. So, who is at fault? If not Grill Rescue.....who is it???

  Business Response

  Date: 06/16/2023

  Hello ******,

  Firstly, you're correct that your situation is different.  It looks like your package was definitely lost in transit.  I see you have a chargeback open with us right now so I can't issue any refund at the moment until it's resolved.  I'll be emailing you from my direct email about a reshipment.
  

  Thank you,

• Initial Complaint

  Date:06/15/2023

  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 June 8 and paid extra to be handled and shipped the next day. Order still says pending on 6/15. Tried to contact them 12+ times at various times if day and thru several methods with no response.

  Business Response

  Date: 06/16/2023

  Hello *******,
  
  I hear and understand your concerns.  I just found your communication through our email system and responded to you on there with information as far as a resolution with money back.

  Customer Answer

  Date: 06/16/2023

   
  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.   However, I may open another complaint should I not see the shipping in my bank account as a refund or get the item I purchased.  

   

  ___
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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.

  I placed an order as Father's *** gifts 2 weeks ago and my order has not shipped yet. I have reached out to the company via email, website chat, phone call, social media and I get NO response at all. As a wife of a fellow firefighter who was excited of the concept behind this business, I am extremely disappointed in the customer service and how long it has taken for my order to ship. This is just completely unacceptable.

  Business Response

  Date: 06/16/2023

  Hello ******,

  Thank you for your patience while we're experiencing such a high order volume delay right now.
  
  I do see you having conversation on our help desk emails on Monday as well as yesterday. We are getting back to you as soon as we possible can.
  
  I see in the tickets that you feel this is a scam.  Please let me assure you this isn't a scam, we're adapting as fast as possible to the increased order volume.  I'm going to get your order prioritized in our warehouse to get you updated with shipping ASAP.
  
  Again, thank you so much for your patience, and I personally and genuinely apologize for the negative experience you've had so far. 

• Initial Complaint

  Date:06/15/2023

  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.

  I placed an order on 06/02/2023 for a grill brush for my dad for Father's *** (06/19/2023). The standard shipping/processing times seemed more than sufficient to have the gift here early. The order says it has only been placed, and has not even moved into the processing step as of 06/15/2023. Their website has "rapid response" customer service. The phone number sends you directly to voicemail (I have left 3 over 3 days), the chat function does not have any response, and I have not gotten any response via email. I have submitted this charge dispute to my credit card company, but I feel as though I am being scammed by this company.

  Business Response

  Date: 06/16/2023

  Hello ******,
  
  Thank you for reaching out in regards to this issue.  Firstly, let me apologize for the delays as we've experienced an increased order volume that surpassed our current shipping capabilities.  We've since hired more staff in customer service as well as in our shipping center to accommodate the increase.
  
  I can assure you that you aren't being scammed.  We are genuinely very delayed in shipping right now.  We're all hands on deck to respond to customers right now.  I'm going to take your order # and put it to the top of our shipping list to prioritize your order.
  
  If the chargeback dispute is able to be invalidated then I'd like to keep your order open and partially refund you for the trouble.  Unfortunately I can't adjust anything at this time due to the chargeback being open and in process.
  
  Thank you for your patience with us while we adapt to this increased interest in our product.

• Initial Complaint

  Date:06/15/2023

  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 item on June 2 as it was advertised as a great Fathers Day gift. Paid $11 for shipping. Still has not shipped. Will not receive in time for Fathers Day. Should not have been advertised as a Fathers Day gift if company cannot ship in time. Now attempting to get my money back to no avail.

  Business Response

  Date: 06/16/2023

  Hello,
  
  Can you please provide your order details?  I don't see anything in our system with your email, phone number or first and last name combo.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20189790
  
  I am rejecting this response because:

  GrillRescue Order #GR323474

  Ordered by *****************************

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

  12 ************

  ********, ********** 08690

  ordered on June 2 as it was advertised as a great Fathers Day gift. Still did not ship will not be received in time for ******************* has not refunded my money, although I have requested many times.

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

  Business Response

  Date: 06/26/2023

  Hello Stana,
  
  It does look as though this has been delivered.  If you'd like to write RETURN TO SENDER on the box (if the shipping label is intact and the box is unopened) it will get sent back to our warehouse where we can process a refund.
  
  If you'd like to keep this, I can refund your shipping in full due to the delays.
  
  I sincerely do apologize for the delays in communication as we were not prepared for this order increase.
  
  Thank you so much for your kindness and patience.
  
  Please let me know how you'd like to proceed and I'll assist you.

• Initial Complaint

  Date:06/15/2023

  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.

  I placed an order 5/17/2023 and still do not have the product I purchased as of 6/15/2023. I have been told they have too many orders and they apologize but they cannot keep up with the demand. It appears this is a common refrain from this company and they continue to offer deals and discounts with no intent to fulfill the orders in a timely manner. I live in ******** and I have concerns that my consumer rights have been infringed by their flagrantly unethical behavior.

  Business Response

  Date: 06/16/2023

  Hello ********************* looks like this order was shipped June 2nd but is still in transit.  At this point, it looks as though it's lost in transit as nothing should take this long to arrive.
  
  I'm going to get you a reship out ASAP.
  
  I genuinely apologize for the delays on this and I'll personally take care of this for you right after submitting this message.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20189211
  
  I am rejecting this response because:

   

  I received no notice the item was shipped. There is no confirmation of this actually happening. I've messaged the company since June 2nd and received no response indicating it was shipped. I would like to see proof this happened before i accept this claim as it is very convenient to have this excuse with no proof to support it 
  
  Sincerely,
  
  Devon Glass

  Business Response

  Date: 06/16/2023

  Hello Devon,
  
  Attached are two screenshots of the backend of our website.  It's two because I couldn't show all the info in one.
  
  The second shows the bottom timeline of June 2 at 11:04 the order being fulfilled.  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20189211
  
  I am rejecting this response because:

  I checked the tracking number, it says the package is on the way to the *** processing center or being processed. It doesn't appear *** ever received the product from what i can see. It's also weird that i never was notified that it had shipped. Fingers crossed the product gets in the hands of the shipper so it can be delivered.
  
  Sincerely,
  
  Devon Glass