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:08/09/2024

  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 have tried with the telephone number supplied by Grill Rescue at least twenty times. Same recorded response. Which say to email them. Have emailed at least ********************************** the original box, never used. Sent Return receipt requested. Package was received. Signed for by Grill Rescue. That was a month ago. As usual no response by phone or email. Would just like my refund.

  Business Response

  Date: 08/19/2024

  Hi *****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  I'm really sorry to hear about the difficulties you've experienced trying to resolve this issue. I understand how frustrating it must be, especially after making so many attempts to reach out. Since there is an open dispute, we'll need to wait for the bank's decision before taking further action.
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22119131
  
  I am rejecting this response because:

  Soooo typical for this company.  They did not even read my complaint.  All I asked for was my refund.  Their "canned" response is all about placing an order with them and the delay in getting the order out to the customer.  Absolutely no relevance to the claim I made with BBB.  I have attached the proof of return to Grill Rescue.  I have had other people in the same boat as me.  Contact me on social media to say they are going through the same thing.  

  Thank you so much for your help and assistance in this matter.

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

  Business Response

  Date: 08/26/2024

  Hi *****, 
  
  I'm truly sorry for the frustration this has caused. I understand how important this refund is to you. As much as we'd love to refund your order immediately, there is currently an open dispute with the bank. Unfortunately, we have to wait for the bank's decision before we can proceed further. We genuinely appreciate your patience and understanding during this time.
  
  If you need any more information or assistance, please don't hesitate to let us know.

• Initial Complaint

  Date:08/07/2024

  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 am reaching out to you regarding the Rescue purchase I made. I purchased the product in June, 2024 and received it on July 6, 2024. The one item that did not come with the order I purchased was the Dunk Tank. I have emailed their customer service group several times, only to be told they will let me know when it is shipped. After one month, I think that is more than enough time. I have been reading the reviews on ********* which are unfavorable about customer service. I have also sent messages to the two founders on LinkedIn, ********************************* and ***********************. Neither has responded back to me.Can someone please have them give me an honest answer as to when I will receive the product? Thank you,*****

  Customer Answer

  Date: 08/12/2024

  Hi, BBB,

  I want to let you know that I received the Dunk Tank from the company, Rescue, LLC on August 12th.  We can close the inquiry with them.  I appreciate your help with this matter. I will also notify the company that I received it too.

   

  Thank you,
  *****

• Initial Complaint

  Date:08/05/2024

  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.

  Paid for their ************** never even bothered to deliver, all while they are still selling this item which isnt getting delivered to anyone yet its still for sale. They dont offer a refund, they just say theyre still processing the order.

  Business Response

  Date: 08/15/2024

  Hi *******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  Im really sorry to hear about this frustrating experience. Id like to help resolve this for you as quickly as possible. Could you please provide your order number? Weve tried searching using your name, email address, and shipping address but havent been able to locate it. Once we have the order number, well be able to assist you further and ensure this issue is addressed.
  
  I look forward to hearing back from you.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22094252
  
  I am rejecting this response because:

  This was a successfully funded kickstarter. There has been plenty of sales in the past year for the product but the people who funded the product with promises of receiving the product discounted. The last response was February saying Rescue is Doing everything possible. There has been no response until now that it will effect the company & not just the consumer not receiving the products they paid for.

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

  Business Response

  Date: 08/26/2024

  Hi *******, 
  
  I'm truly sorry for the frustration this has caused, and I completely understand your concern. We deeply appreciate your support from the very beginning and regret that this has been such a challenging experience.
  
  I want to assure you that we've escalated this matter, and your sponges will be shipped within the next ***** hours. We're committed to making things right and ensuring you receive what you rightfully deserve.
  
  Thank you for your patience, and please don't hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 08/27/2024

   
  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:08/05/2024

  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 ordered a brush an extra head for brush and dunk tank on June 12, 2024 and have yet to recieve dunk tank and took over a month to recieve what I did get. Reached out to customer service was informed my dunk tank would be mailed by July 30th and I would recieve a track number and I have yet to recieve anything. At this point they have taken my money and failed to give all the product purchased almost 2 months ago for being a company supposedly ran by retired fire fighters or whatever they arent doing a very good job!!!

  Business Response

  Date: 08/15/2024

  Hi ***********,
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that your missing item (dunk tank) has been shipped and is expected to be delivered on August 08. Here is the link for your reference ****************************************************************************************************************;
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22093957
  
  I am rejecting this response because: 

  I had ordered this for a Fathers Day present and it took over 2 months to get a completed order
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/23/2024

  Hi ***********, 
  
  I'm really sorry to hear that it took so long for your order to be completed, especially for such a special occasion like Fathers Day. I can understand how frustrating that must have been. If there's anything we can do to make this right or if you have any further concerns, please let us know. We're here to help.

• Initial Complaint

  Date:08/03/2024

  Type:Order 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.

  On 6/18/2024, I had placed an order for a Grill Rescue dunk tank and rubber grill brush hanger, Order #GR555924, as an additional gift, for my US Air Force veteran husband - On 7/8/2024, I received a very small plastic mailing envelope, with the rubber grill brush handle holder inside - the dunk tank was not included with the shipment - I immediately sent a message, as instructed thru their website, to their support unit, about the missing dunk tank - On 7/8/2024, I received a response from Rescue LLC CSR ****** Del ******* about the missing dunk tank - per ******* request, I immediately sent a photo of both the mailing envelope and the rubber grill brush handle holder - On 7/17/2024, I received a reply from ******, confirming receipt of the photo - ****** then stated she was forwarding this info internally, along with instructions to send the dunk tank to me - ****** said once the shipment was sent out, she would send me the tracking#, so I could track that shipment - As of this day, August 3, 2024, I still have not received the dunk tank, and cannot get thru to the company - my 9 emails have been returned to me as undeliverable, their answering machine advised leaving a message with contact info, but they still have not responded to multiple msgs I have left - their chat option listed on their website is nowhere to be found - I would greatly appreciate it if the Better Business Bureau would intervene for me in this matter, and have the business please send my my dunk tank - Thank you *************************** ************************************************************************* Cell # ************ Email: *****************,net

  Customer Answer

  Date: 08/07/2024

  Dunk tank was received this morning - my claim has satisfactorily been resolved  by Rescue (grill rescue)

• Initial Complaint

  Date:08/01/2024

  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.

  On 6/12/24 I placed an order for 2 Grill Grate replacement heads and a Grill Grate Brush with Dunk Tank set totaling $94.07. After waiting almost a month, and reaching out to see the status of my order, I received it on 7/6/24. Upon opening the package I immediately noticed the Dunk Tank was not in the order though it was listed on the packing slip. I reached out to customer support that same day and they asked me to send pictures and other information to which I did immediately. I have not heard anything since then. Ive reached out multiple times via email, which has bounced back twice now due to their email box being full (one of those times being today 8/1/24). *** also left a voicemail to which I have not gotten a response. Based on research I see this isnt an isolated mistake that happened to just me, but a much larger scale issue. I just want the product I paid for so I can be done with this. Its too bad because the product is great but the customer service has caused me to never recommend this business to anyone. This is not the way to grow your small business.

  Business Response

  Date: 08/05/2024

  Hi *******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that your missing item hasn't shipped yet. We will send you your missing dunk tank and send you another email once your tracking information is ready. 
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22078001
  
  I am rejecting this response because:

  I received a similar response via email from Rescue customer support on 8/5/24 saying the dunk tank would be sent out along with tracking information. Its been ************************************************************* dunk tank. Obviously not a priority to correct the issue as they claim.

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

  Business Response

  Date: 08/23/2024

  Hi *******, 
  
  I'm truly sorry to hear that you still haven't received your dunk tank despite the previous email. I understand how frustrating this must be, especially after waiting for so long. I checked your order, and it shows that it has been delivered last 08/17. Here is the link for your reference ***********************************************************************************************************
  
  Sometimes, tracking can show a package as delivered when it might not arrive until the next day or so. I recommend contacting your local post office to see if they can provide more information. It might also be helpful to check with your neighbors in case it was mistakenly delivered to the wrong address.
  
  If the item still hasn't arrived within the next three business days, please let me know. Im here to help and ensure we get this resolved for you as quickly as possible.

  Customer Answer

  Date: 08/27/2024

   
  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:07/29/2024

  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 grate compatible Grill Rescue Scraper Brush from their Amazon store. Amazon order 114-8663885-7850662. The package arrived with only the handle. It did not include the grill grate (or any) brush head or scraper. It also didnt include the dunk tank or the additional brush head. I emailed them when I received the order on July 22, 2024. They responded the next day and asked for a photo of the package and item, as well as my address. After sending that information on the same day, I have not heard back from them again. Their phone number goes directly to voicemail. This seems like the same experience that many others have after reading the BBB reviews for this company.

  Customer Answer

  Date: 07/29/2024

  Grill Rescue has blocked my phone number from calling their support line at ************. If I call from a different phone number than my cell *************), I get through. If I call from my cell, I get immediately hung up on. 

  Business Response

  Date: 08/05/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I've checked and your replacement hasn't shipped yet. I will escalate your order. Please let me know if you haven't received your shipping information in the next ***** hours.
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/12/2024

  After over 1 month of waiting, they sent me the missing brush head. Wish i could return the entire thing 

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  After over 1 month of waiting, they sent me the missing brush head. Wish i could return the entire thing
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2024

  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.

  Against all the bad reviews on ******** and Instagram, I placed an order anyway. (I had ordered from them over a year ago previously and had no issues). I placed an order on July 8 and have reached out 3 times. I received one response saying my order is expedited. The status of my order online still shows placed. They have the time to keep posting on social media about their product, but not time to respond to customers or actually ship the product. I have asked for a refund, and of course no response.

  Business Response

  Date: 08/05/2024

  Hi *******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that your order has shipped. Here is your tracking informtion **********************************************************************************************************
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22053731
  
  I am rejecting this response because: The product actually has NOT shipped. *** shows on their site they are NOT in possession of the package. It shows a label was created on 8/2 at 1:01pm. 
  

  I do not need the product anymore as it was purchased for a gift that I had to replace. I already own the tool and pads myself. I have no use for your products anymore and I do NOT need duplicates I have asked repeatedly for a full refund. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/12/2024

  Hi *******, 
  
  I am sorry to hear that you have not received your order yet. I checked your order and it shows that it has been delivered last 08/09. Here is the link for your reference **********************************************************************************************************
  
  I would suggest contacting your local post office. There are times that tracking shows delivered but it doesn't get dropped off until the next day or so.
  
  If you still haven't received the item in 3 business days please let me know. We also recommend speaking to your neighbors in case it went into the wrong mailbox.
  
  Let me know how it goes.

• Initial Complaint

  Date:07/25/2024

  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.

  A shipment from order #GR574212 is on the way. I paid $11 for shipping and this never arrived. Everytime I send emails. I get a underliverable as mailbox for them is full. No one responds. The one person who did respond gave the most canned response that gave me track number and that it will arrive. Everything I aready had and had access to. Looks like it is lost as says on way but just updates to the next day as delivery by and never shows up.

  Business Response

  Date: 08/05/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on July 27th. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

• Initial Complaint

  Date:07/24/2024

  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.

  6/10 I purchased $62.90 worth of merchandise. I paid for expedited next day shipping for $11.89. The next business day my order did not ship, nor the day after. I reached out to customer service and did not receive a response for three days. They said they didnt have inventory and couldnt ship my order. I requested a refund of my shipping since they were false advertising. They declined. I started the dispute process with my credit card provider. 10 days later they shipped my order, after I emailed them and told them to cancel it. They won the dispute despite them not following through with the implied contract, by me purchasing next day shipping. Their ******** reviews show this is their consistent behavior.

  Business Response

  Date: 08/05/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was shipped and is expected to be delivered on June 29th. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22039805
  
  I am rejecting this response because: I asked for the order to be cancelled, when that communication was ignored, my dispute was conveniently closed by your companys response the day after the return window closed. 
  This is scammy and dishonest business at best. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Hi ******, 
  
  I'm sorry to hear about your frustration with this situation. Its clear that you feel let down by how this was handled, and I apologize for any inconvenience or distress this has caused. We take concerns like yours very seriously.
  
  We will wait for the banks decision regarding your dispute. Please know that we are here to assist in any way possible, and we value your feedback as it helps us improve our service.
  
  Thank you for bringing this to our attention, and I apologize again for the experience youve had.