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:06/14/2023

  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.

  Date of transaction 6/6/23. Item was supposed to be delivered in 5-7 business days. It has not shipped yet. Website claims someone will contact you if shipping is delayed. No one contacted me. Have wrote several emails and called several times. No one responds to emails or calls back. Calls are just forwarded to *********'s voicemail. No one responds to online chat either

  Business Response

  Date: 06/16/2023

  Hello *****,
  
  Firstly let me thank you for your patience while we deal with our unexpected, increased order volume.  I do see back and forth communication from our customer service team.  That being said, I'm going to get your order to the top of the shipping list to get it out as quickly as possible.
  
  We're doing our best to hire more people for fulfillment and customer service to get you taken care of ASAP.
  
  I apologize that you've experienced this delay and we want to make sure to make things right and leave you with a positive experience.
  
  Thank you,

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20185793
  
  I am rejecting this response because I told customer service if this couldn't be delivered by 6/18 I wanted to cancel my order. While customer might have replied to my emails, they did not address my concerns or answer my questions. All 3 replies were the same generic response. Everytime I replied to a response no one responded back. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/26/2023

  Hello *****,
  
  I do see that this was already refunded and cancelled at this point.
  
  Sincerely, we do apologize for the delays.  Thank you so much for your patience and kindness with us while we get out of this delayed status.

• Initial Complaint

  Date:06/14/2023

  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.

  Order was placed on 5/31 as of 6/14 the product has not shipped out. I have tried to contact customer service multiple times through email, phone and chat with no response on any of them. At this point I need a refund on order #GR318485 but can't get a hold of anyone.

  Business Response

  Date: 06/16/2023

  Hello ******,
  
  Thank you for your message.  I genuinely apologize for the delay.  We're hiring more employees to accommodate this increased order volume to ensure we get everyone taken care of ASAP.
  
  It does look like your order has already shipped and is en route to you.  I'll send you tracking via the back end of our website to maintain your privacy on here.
  
  Thank you,

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20184803
  
  I am rejecting this response because: If you had responded to any of my inquiries through phone, email, website chat or instagram DM in a reasonable amount of time this could have been canceled like I wanted an refunded. I still need a refund on the order and I do not expect to pay for shipping to return the item. I am more than happy to return it but you will need to send me a shipping label. You offer a 30 day money back guarantee. It is on you that your did not respond to my ask in a reasonable amount of time and chose to wait until it had already shipped to respond.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/16/2023

  Hello ******,
  
  Your order has already been shipped out and you should have tracking in your email.
  
  I see you reached out to us Wednesday and we responded Thursday (yesterday).
  
  If you'd like to process a refund, please refuse the package upon arrival and when it gets back to us we can issue a full and complete refund including shipping charges.
  
  I genuinely apologize for the delays in your order and we're doing everything we can to adapt to the increased order volume we've had this summer.
  
  Thank you,

• Initial Complaint

  Date:06/13/2023

  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 product on May 31st with the promise of a 1 to 2 day turnaround. It is Now ************************* Even a Shipping Date. I have contacted Vendor to many times to list. I was even told in one Email it would ship in 48 hours..that was 10 days ago? I have Every Email from Vendor to Validate All I have Said!! I told them and Paypal to Refund and Have Not Had a refund To Date!! I have seen Recently Many Others with this same Issue? They tried on 2 occasions to appease me with the promise of a Free item..lol..I told them I Do Not want Freebies Only what I Paid for!! I'm Sure Freebies Never Occur anyways. Please help to set the Vendor Straight!!

  Business Response

  Date: 06/16/2023

  Hello *****,
  
  Firstly, thank you for your patience while we are undergoing an increased order volume that is causing our delays.  It does look as though your order was already shipped earlier this week and is en route to you at this time.
  
  I hear and understand your frustration, and I can assure you we don't enjoy our customers feeling that we aren't doing the right things.  We've hired more team members at our shipping facility as well as our customer service department to get everyone handled quickly and with the full attention they deserve.
  
  Thank you for reaching out and helping ** understand further the processes we need to work on to become a company you would want to continue shopping with.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20182143
  
  I am rejecting this response because: the vendor is lying about ************ the shipping number that they provided to PayPal complaint department wasn't even for me it was for a gentleman named ****************** when I look at my order it still has not shipped they are very deceiving and they continue to send bogus emails about them shipping your product. If you look at reviews on them you will see that they have customers that have been waiting up to a month and they continue to lie and continue to have on your website the quicker shipping. I want my money back.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/16/2023

  Hello *****,
  
  I just sent you your tracking link via email from our website's back end.  The numbers are accurate.

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, They Fail to Address the Fact and I have it in Writing that the Original Email gives BBB a Tracking Number that Belongs to a Different Customer..The Arrogance of this company is in play with the Lack of Remorse in the Response... I have a Credit issued by Paypal after they Investigated mine and Others Complaints!! 
  
  *****************

• Initial Complaint

  Date:06/13/2023

  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 on 5/31. As of 6/13 the order has still not shipped. I've sent multiple emails and started multiple chat conversations saying they are delayed but the order has still not shipped. I inquired about a cancellation/refund but have heard nothing. They are advertising a fathers day special but the order is not arriving by fathers day.

  Business Response

  Date: 06/16/2023

  Hello ****,
  
  I totally hear and understand your frustration, and I apologize for the delay you've experienced.
  
  That being said, your order is set to arrive tomorrow.  Unfortunately we cannot process any sort of refund at this time due to it already being in transit as well as your chargeback being open with us.
  
  Thank you,

• Initial Complaint

  Date:06/13/2023

  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 set from Grill Rescue #GR318894 - for $104.52 on May 31. It is June 13 and my order status still says awaiting fulfillment and has not even shipped yet. I have emailed the company to ask when they plan to ship it and received no response. I also tried the chat feature on their site and received no response. Then I tried to call and was sent to voice mail. This is very frustrating and I would like to receive the order I placed as it was a gift and I ordered well in advance of the event. Their website claims orders are processed in 2-3 business days yet it has been 2 weeks and the order has not been processed.

  Business Response

  Date: 06/16/2023

  Hello *******,
  
  I hear and totally understand your frustration.  We currently are experiencing an unprecedented volume of orders which is causing our delays.  I personally and sincerely apologize that you haven't received your order yet.  I can assure your order is going to be with the carrier today.
  
  We've hired more customer service team members as well as more team members at the fulfillment center to handle the increased workload.
  
  I sent a message on Shopify about a shipping charge refund for you.
  
  Thank you so much for your patience and understanding while we work to get everyone taken care of.

  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:06/13/2023

  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.

  The company falsely states the the product will delivered within 2 business days. On June 5th, 2023, I placed the order #GR332820 and as of June 13th I have not received any indication that the shipping process started. I tried to contact customer service multiple times, and I have not received a clear response.

  Business Response

  Date: 06/16/2023

  Hello,
  
  First and foremost I want to apologize for the delay you experienced.  We experienced an extremely high volume of orders this summer that has caused a backlog in manufacturing and delivery.  We are adjusting our processes and manufacturing to ensure this doesn't happen in a future busy season.  We also have hired more team members in customer service to make sure everyone is taken care of in a reasonable time frame.
  
  Secondly, your order is set to go out today.
  
  Thank you for your patience with us while we adapt to this increased volume.

• Initial Complaint

  Date:06/13/2023

  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 made the purchase of a grill brush and additional brush heads for $74.42 on 29 May 23 using standard shipping. Order number #GR313648. I have yet to receive any update on shipping and received only canned responses and excuses for ongoing delays.

  Business Response

  Date: 06/16/2023

  Hello,
  
  First and foremost I want to apologize for the delay you experienced.  We experienced an extremely high volume of orders this summer that has caused a backlog in manufacturing and delivery.  We are adjusting our processes and manufacturing to ensure this doesn't happen in a future busy season.  We also have hired more team members in customer service to make sure everyone is taken care of in a reasonable time frame.
  
  Secondly, your order has been shipped earlier this week and is on its way as of now.  You should have received a tracking email.  If you haven't, check your spam and I'll resend it so you can have it on hand.
  
  Thank you for your patience with us while we adapt to this increased volume.

• Initial Complaint

  Date:04/11/2023

  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 on 4/4 for 3 grill brush heads. Starting on 4/8, I began reaching out to the company to determine why my order had not been shipped yet. This company advertises and boasts are a 2-3 business day processing time. As of today, 4/11, I have been told that the company is behind on their shipments and it could take two weeks just to ship out. This does not count the multiple days it will take for it to actually be delivered once it is finally shipped. Because of this delay, I will have to go out and spend more money on a grill brush to use in the meantime. Weeks is a ridiculous amount of time to wait.

  Business Response

  Date: 04/24/2025

  Hi ******, 
  
  We sincerely apologize for the super delayed response and any frustration this has caused. We've looked into your order and can confirm that it was delivered in May 2023.
  
  We completely understand how disappointing the delay must have beenespecially after expecting a quick turnaround based on our advertised processing time. We also recognize how inconvenient it is to have to purchase a temporary solution while waiting.
  
  Your feedback is important and helps us improve. If theres anything else we can do for you, please dont hesitate to reach outwe truly appreciate your patience and understanding.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 19924240
  
  I am rejecting this response because:

  This order took over a month from the date ordered to be delivered (as admitted in your response when you say package was delivered may 2023). Not to mention the fact that I received a response over 2 years after I initially made my complaint. This response barely included a sorry and definitely didnt offer any sort of solution. 

  
  Sincerely,
  
  Jordan Law

  Business Response

  Date: 05/08/2025

  Hi ******, 
  
  First off, we owe you a big, heartfelt sorrynot just for the delay in your order, but for the serious lapse in communication. Waiting over a month for delivery is frustrating enough, but having your original complaint go unanswered for that long? Thats not how we do things at Grill Rescue, and we totally understand why you're upset.
  
  To make things right, wed love to send you a brand-new cleaning head with a scraperon us. Its the least we can do after leaving you hanging.
  
  We truly appreciate your patience and for giving us a second chance to step up. You deserve better, and were here to fix it.
  
  Stay fired up,
  The Grill Rescue Team ????

  Customer Answer

  Date: 05/12/2025

   
  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,
  
  Jordan Law

  Customer Answer

  Date: 05/17/2025

  The business provided me a resolution of sending me new items which I was happy with, however I have received no information about receiving these items. The company has not reached out to ask where to mail them to or conferred with me in any way. 

  Business Response

  Date: 05/19/2025

  Hi ******, 
  
  First off, we owe you a big apology. We totally understand how frustrating it is to place an order with the expectation of fast shipping, only to be met with delays that's not the smokin hot service we aim to deliver.
  
  We took a deep dive into your order history and saw that a refund of $42.30 was issued back on 04/14/2023 as a price adjustment, since two of your previous orders were cancelled. That refund was our way of making things right at the time, and were truly sorry again that the delay caused you extra hassle.
  
  We know you counted on us, and we dropped the ball on timing. Were always working to improve and make sure our firehouse runs as smoothly as our BBQ gear performs.
  Thanks for your patience and for giving us a shot we truly appreciate you.
  
  

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 19924240
  
  I am rejecting this response because:

   

  First, that refund was issued because I had multiple orders cancelled and was not being properly refunded for those. Second, I was treated terribly when I reached out for help with the order. And then still didnt receive the order in a timely fashion. Thats why I turned to BBB. Your company then chose to respond TWO years later and offer to fix all of the issues by providing free product. And now youre going back on that? That is absolutely unacceptable. Not to mention that you think a partial refund (not even 50%) is an appropriate solution when an order is delivered over a month after ordering when your website advertised much faster delivery. And I had to reach out and beg for literally any help/solution at all. You chose to offer a resolution of free product two years later and I expect you to deliver on that. 
  
  Sincerely,
  
  Jordan Law

  Business Response

  Date: 06/04/2025

  Hi ******, 
  
  Thank you for taking the time to share this, and first and foremost, I want to sincerely apologize for your experience. Its clear we fell short in multiple waysfrom the delays and lack of support when you initially reached out, to the long gap in our follow-up and the confusion around our offer to make things right.
  You absolutely deserved timely service, respectful communication, and a clear resolutionand Im truly sorry that didnt happen. Regardless of how much time has passed, when we commit to making something right, we should honor that.
  
  Please know we take your concerns seriously, and I want to ensure this is properly addressed. If youre willing, Id like to personally work with you to fulfill the promised resolution. You can reach me directly at ********************************* or if you prefer, Im happy to follow up from our end right away.
  
  Thank you again for your patience, and Im committed to earning back your trust.

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 19924240
  
  I am rejecting this response because:

   

  please reach out from your end so I can ensure were timely connected. My email is still *********************************
  
  Sincerely,
  
  Jordan Law

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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 made a purchase on the Grill Rescue website on 12/9/22. Order number GR243291.I received an email showing it was shipped on 12/11/22 and delivery was promised before Christmas. As of today, 12/27/22, tracking number is showing that DHL is still waiting for the package. I have reached out to their customer service many times - no one answers the phones, or returns voice mails. Online chat is the only way that I can reach anyone. They are saying that DHL doesn't provide tracking information, but "rest assured" the package will arrive before Christmas, then it was "rest assured", your package will arrive soon. I asked them at what point they would consider the package lost, and I was told if it didn't arrive by Monday 12/26, they would consider it lost. Reached out today and was told that they can't consider anything lost since DHL can't provide them with tracking and to reach out to them after the New Year. I'm not convinced that the package was ever even received by DHL. When I do communicate with them, I only get generic answers, nothing actually specific to my order.

  Business Response

  Date: 02/01/2023

  Hello *******,

  We apologize for the delay and due to the influx of orders during the holiday season, some orders are arriving later than usual shipping date. The order has already arrived last January 4 with the tracking ID: **************************************************************************************************

• Initial Complaint

  Date:01/31/2023

  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.

  - Order placed on 12/18/22 with expedited shipping - guaranteed to arrive before Christmas - Was shipped the next day but has not since moved - Have called the company almost 10 times, no one ever answers, left voicemails with no returned call - tried their chat feature on their website - no answers, given the run around saying shipping delays but it has almost been a month which is absolutely ridiculous - have asked for a refund or replacement and no one has done it.- Email chain attached - spoke with 2 representatives and one, ******, said she would ship a replacement early this week and now has gone dark on me and won't respond. - Looking online today, this seems to be a common problem with this company, they are clearly a scam, - I want my $85 back

  Business Response

  Date: 02/01/2023

  Hello *******,

  We apologize for the inconvenience. Due to influx of orders during the holiday season, some orders arrived later than the usual shipping date. It appears that the order was already delivered last January 10 with a tracking number: **************************************************************************************************