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:01/10/2023

  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 (Order #GR237548) in the amount of $91.28 which included $11.16 for shipping. I placed the order on 12/6 and in tracking the order, it has not moved since 12/22 in *********. this was supposed to be a Christmas order. I contacted the company on Dec. 30th and was told that because of the holiday and weather my package was delayed. It has now been 10 additional days and the tracking information shows that the package still has not moved. I would like a new shipment sent out via a different carrier immediately.

  Business Response

  Date: 01/11/2023

  Hello,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
  
  Due to the influx of orders last holiday season, some orders are arriving later than the usual shipping date. We are working closely with the carrier to track your package and get it to you as quickly as possible, despite these challenges.
  
  We will keep track on the status of the package and will reship if status is not updated within this week. 
  
  Thank you for your patience.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18717201
  
  I am rejecting this response because:

  The holiday season is long gone. The package was shipped nearly 3 weeks ago at a large shipping cost. I expect a new shipment to be sent.

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

  Business Response

  Date: 01/12/2023

  Hello,

  We understand your concern and we apologize for the inconvenience.

  Upon checking, the order is expected to be delivered on January 18. Here is the tracking link for your reference: **************************************************************************************************

  I sincerely apologize again and appreciate your business in the first place.

• Initial Complaint

  Date:01/05/2023

  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 ordered a Christmas Special Bundle and received notification on Dec 22,2022 my package was being waited for by DHL. Thats where its been since. Ive written multiple times to Grill Rescue and have been told its on the way but the courier just never scanned it. Their answer is like a broken record! *** tried to call but only ever get voice mail. I deserve my product and/or a refund at this point, to which *** received neither.

  Business Response

  Date: 01/09/2023

  Hello *****,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.

  Due to the influx of orders this holiday season, some orders are arriving later than the usual shipping date. We are working closely with the carrier to track your package and get it to you as quickly as possible, despite these challenges.
  
  I sent a follow up to our warehouse and carrier to get an updated status of your order. Please allow ***** hours for the system to update.
  
  We appreciate your patience and understanding during this time. If you have any further questions or concerns, please don't hesitate to reach out to us.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18690592
  
  I am rejecting this response because: they have been sending this canned response to me every time I check in with them or they tell me DHL must have missed the scan and its still coming. **** is supposed to get it after DHL and they have nothing as well. Its all an excuse, and they still have my money and I have nothing. I want a solid delivery date, a new bundle overnighted to me or an immediate refund. 

  
  Sincerely,

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

  Business Response

  Date: 01/11/2023

  Hello *****,

  We totally understand your concern and we are very sorry for the inconvenience.

  Upon checking, the order is expected to be delivered on January 14. Here's the tracking link for reference: **************************************************************************************************

  We at Grill Rescue, apologize for the delay you are experiencing as it's not a reflection of how we do business.
   
  Thank you for your patience and thank you for your business.

   

   

• Initial Complaint

  Date:01/03/2023

  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 ordered from these guys on December 8th or 9th. I am very bad about checking my email. On December 17th I was checking my bank account & saw that $59.06 had been withdrawn from my checking account for 1 brush and 2 scraper heads. I waited another day or two & checked my email to see if there was tracking and realized that there was an email sent to me on December 10 and another on December 12th saying I needed to resubmit my order because there was a problem with it. If they had already withdrawn the money then why would I resubmit to be charged again? I called ************. They advertise on their website that response is within seconds. Left a message and nobody called back. The next day I responded to the email and the response speed said on website 1-2 hours. Again, nothing. My final attempt was another phone call on December 23rd or 24th (to voicemail again) saying that I would be contacting the BBB.

  Business Response

  Date: 01/05/2023

  Hello *****,

  We apologize for the delay in the arrival of your order. 

  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date. The order is expected to be delivered on January 9. **************************************************************************************************

  Customer Answer

  Date: 01/10/2023

   
  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:01/03/2023

  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.

  I purchased products from this company on Dec. 18, 2022 (attached Grill Rescue Order_Ship summary (2022-12-18).pdf), and paid for same-day processing. The product has yet to ship as of Jan 3, 2023 as shown by attached screen shot showing DHL status (DHL Tracking 2023-01-03.docx), and direct communication with DHL has stated they have never received the product. Tracking URL is ************************************************************************************************** I have gone back and forth with a customer service representative (attached email summary who has stated (wrongly) numerous times that the products have shipped, is blaming DHL, the weather, holiday season, etc. The latest correspondence has stated that they "will process a refund right away as soon as the package is sent back to our warehouse.". Again, the product has never left their site, and has only had a label created. When I went back and stated that DHL states they have never received the product for shipment, the representative then claims "If the tracking will have no update by early next week, we will refund your order".I can only assume that they are hoping that they finally have inventory and get from under their backlog to buy time and be able to ship my products. I have moved on, do not want their product any longer (stated numerous times) as they couldn't deliver or even ship in a reasonable timeframe (now 16 days and counting).I am requesting a refund for the full amount, and them to not ship my product. They did issue a partial shipping refund of $13.79 on Dec. 23, 2022, so I am requesting a refund of $98.71.

  Business Response

  Date: 01/05/2023

  Hello *****,

  We apologize for the delay in the arrival of your order. Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date. We are working closely with the carrier to track your package and get it to you as quickly as possible, despite these challenges.

  
  Upon checking, the order is expected to be delivered on January 10. Here's the tracking link for your reference: **************************************************************************************************
  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18679172
  
  I am rejecting this response because:

  I requested a refund numerous times while this company could not ship my items. They have now shipped the product on January 4th, 2023 against my many requests (although I have not received it as yet) after numerous requests to cancel and refund. As indicated on many occasions, I had moved on with a supplier that could deliver in a reasonable timeframe. The customer service representative stated that they would issue a full refund when product was in their possession, and as I stated many times they had not as yet shipped the product when I had been requesting this refund. To that end, I still require a refund in full, and if this company wants their product returned, I am happy to do this after receipt of my full refund, as well as only if they provide a prepaid shipping return label at their cost.

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

  Business Response

  Date: 01/09/2023

  Hello *****,

  We totally understand your concern and we apologize for the inconvenience. We sent you an email last week regarding your concern and we will issue a full refund as soon as we receive the items. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18679172
  
  I am rejecting this response because:

  I ordered your product on December 18th with same-day shipping/processing. I requested status on shipping to which your company gave misinformation blaming the shipping carrier delays. You hadn't ever shipped the products. I started requesting a full refund on December 27th due to the fact that you had not shipped the items at all. I requested no less than 8 times a full refund from you up to the point that you finally shipped the order on January 4th, as confirmed by your shipping partner choice DHL. You should have never shipped the product and honored my numerous requests that started 8 days previous. Email string attached.

   

  I am once again formally requesting a full refund for something you should have never shipped, and do not accept your proposal for me to have to ship a product back to you that you erroneously shipped ********************************************* the first place. Please honor the full refund ASAP.

   

  If you would like your product returned, I will in good faith return them even after your mistaken shipment, but only after a full refund is honored. I of course will only do so if you send me a pre-paid shipping label for said return that you pay for.

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

• Initial Complaint

  Date:12/30/2022

  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 and order for 2 brushes and additional heads($80+) on 12/16/2022. Only to receive a tracking number that does not get me any tracking. It has said "shipment enroute" since the 16th. At this point, if your shipping is as bad as I see it is, you need a new carrier. For now, you need to tell me where me package is and give me an expected arrival date or give me my money back.

  Business Response

  Date: 01/01/2023

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
  
  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date. We are working closely with the carrier to track your package and get it to you as quickly as possible, despite these challenges.
  
  We will keep track on the status of the package and will reship if status is not updated within this week. 
  
  Thank you for your patience.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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.

  December 11,2022 We purchased a brush from this company. It was shipped out the following day. We have been watching the tracking information and it shows there was a printed label but it hasnt had any activity since it was made. We followed up with dhl and they had no information. Its been 16 days since this package has been missing. We keep reaching out to grill rescue and dhl and no one knows anything. We asked for a refund and they would give it to us since the items was shipped. Reached out to dhl and they since its been more then 10 days to reach out to the seller. We have gone in circles and we can t our brush or a refund for the brush that is lost. They have not been helpful. We have called and no return call. We have chatted and emailed with no luck. Just extremely unreliable and just took our money with no product or refund.

  Business Response

  Date: 01/02/2023

  Upon checking, the order is expected to be delivered on January 5, with the tracking link: **************************************************************************************************

  For refunds, customer may refer to our refund policy link here: *********************************************************

  Customer Answer

  Date: 01/06/2023

   
  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. Thanks to the BBB reaching out my shipment finally moved and finally made it. It only took an entire month of complaining and going above them for help. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/27/2022

  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 purchased four grill brushes on 12/07/22 from Grill Rescue in the amount of $152.73. I have reached out multiple times asking for an update on the tracking which they will not help with. The tracking information has not changed since the moment it said it shipped out which would have been 12/07/22 as well. We are going on 3 weeks, and I still have not received the package and they charged me shipping as well. All I would like is my refund because I no longer want the products and the company still refuses to help. There have also been multiple other complaints made on their ******** page with the same issues.

  Business Response

  Date: 12/28/2022

  Hello ******,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.

  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.

  We will keep track on the status of the package and will reship if status is not updated within this week. 

  Thank you for your patience.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18643779
  
  I am rejecting this response because: I would like full refund due to this issue. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/02/2023

  The order is expected to be delivered on January 9 with the tracking number: **************************************************************************************************

  The customer can return the item once received and we can issue a refund. She can refer to ********************************************************* for the refund policy.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18643779
  
  I am rejecting this response because:

  I would like to have the refund because I have read their policy and they have stated they will not issue a refund. I will not be accepting anything other than the refund I have continuously asked for because every single one of your customers has had this issue because yall are scamming people and blaming it on DHL. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/26/2022

  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 ordered product online on 12.7.22 that was supposed to arrive with in 10 business days, I have not received the product and there is no updates in tracking of the package - in fact DHL says they are still awaiting the package, even though Grill Rescue sent me a shipping notification in 12.8.22. I have contacted them SEVERAL times via email and instagram messages and the only answer I have gotten is to be patient because they have holiday delays. When I requested that my order be canceled and refunded they keep telling me- literally the same thing over and over again, that is has shipped and is on its way and that DHL just hasn't scanned their packages because they have so many for the holiday. They refuse to cancel my order because they insist it has already shipped but can not produce any proof of it being shipped. I just want the order cancelled and my money refunded and to be done with this fiasco. I have inquired how long am I supposed to wait before they actually do anything to help me resolve this, and I get the same answer - be patient its coming you will see tracking soon, I am done being patient, It is either not shipped or has been lost, either way, I want my order cancelled and refunded.

  Business Response

  Date: 12/28/2022

  Hello ********,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
  
  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
  
  We will keep track on the status of the package and will reship if status is not updated within this week. 
  
  Thank you for your patience.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18640440
  
  I am rejecting this response because:
  I do not want this product anymore. I am so angry about this whole situation I do not want it I will not use it, If it does not show up DO NOT SEND ME "ANOTHER"  I WANT A REFUND.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/30/2022

  Hello ********,

  We understand your concern and again, we are very sorry that the package didn't arrive on time.

  Your order is expected to arrive on January 5. If you wish to return the order, you can refer to this link for instructions: *********************************************************

  We will issue a full refund as soon as we receive the return of the package.

• Initial Complaint

  Date:12/23/2022

  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 ordered two grill rescue brushes and four replacement beads on December 9, 2022, and the website said it would be here in time for Christmas. These were going to be gifts. On Dec. 18 requesting an update because on the 12th I got a notification that it had been shipped. The tracking number said it hadnt made it to the post office. I called the company and left voicemails to no avail and was blocked by the customer service rep I was chatting with via Shopify after several days of begging for a refund so I could buy replacement gifts. It is now Dec. 23rd and they are still saying that the package will arrive on time but according to the tracking service it hasnt made it to the post office and they are refusing to refund my money since they claim it has been shipped.

  Business Response

  Date: 12/28/2022

  Hello ****,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
  
  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
  
  Upon checking, the order is estimated to be delivered on December 31, or earlier. Kindly check the tracking link attached in your order details
  
  Thank you for your patience.

• Initial Complaint

  Date:12/23/2022

  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: 12/10/22 Amount: $44.53 What was promised: gift will arrive in time for Christmas Email stated it was confirmed and shipped. When you click on tracking number, it states it does not exist. Then when you click on another link, it states the delivery service never received the product from the company. After looking at other reviews on the product, multiple other people are complaining of the same thing.

  Business Response

  Date: 12/28/2022

  Hello ******,

  We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
  
  Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
  
  The order is set to be delivered on January 3, or earlier. The tracking info is updated on the link sent to your email.
  
  Thank you for your patience.