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:07/24/2024

  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 several items for ****** on 23 June. My credit card was immediately charged. To date I have not received the items or any notification of a kind even though I Have tried calling email form with no contact at all.

  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 checked your order and noticed that one of the items, the Rescue Grilling Gloves, is a pre-sale item and won't be available until mid-August. We'll notify you as soon as your order is shipped. 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: 08/11/2024

   
  Complaint: 22036272
  
  I am rejecting this response because:the company never responded to my emails or calls that I made directly to the company, emails came back and the business phone service was full and they did not answer or return the first message I was able to get through with.  I stopped credit card payment due to the extended delay period of response and delivery time.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2024

  Hi *****, 
  
  Im truly sorry for the frustration and inconvenience youve experienced. Its unacceptable that your emails and calls went unanswered, and I completely understand your decision to stop payment given the lack of response and delays. Were committed to making this right, so please let us know if theres anything more we can do to assist you.

• Initial Complaint

  Date:07/24/2024

  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.

  Grill Rescue Company order# GR503847 order placed 5//27/24 for a grill cleaning brush/pad; paid additional to have item shipped next day; after 3 days and no shipment I contacted the Grill Rescue Company via email; they have a phone number but nobody answers; during the next several days I sent 2 additional emails asking shipment status, an emails response from Grill Rescue said the item had been shipped but the shipment couldn't be tracked; even though I paid extra for next day shipping the product took 14 days to arrive; I spoke with my **** letter carrier at the time of delivery on June 10th, she stated that I could refuse the shipment and have the item "returned to sender" so I did refuse the item; she notated the refused shipment and kept it in her mail truck for "return to sender'; Grill Rescue Company is still refusing to credit the $59.54 charge; the customer service and lack of customer communication with ********************** Company is a sign that they will not survive much longer as a company!!!!

  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 dispute was resolved in your favor, so a refund has already been processed. 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

   
  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:07/24/2024

  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 placed my order on June 8, paid extra for it to be shipped on the next business day (June 10), only to have it not ship until July 5 and arrive on July 9. When it arrived, it was still missing an item, the dunk tank. The business does not answer the phone number listed on its website and its email inbox is full. Based on comments on their ads on ********* there is nothing unique about my order: many people had their order delayed by a month without explanation and the dunk tank was not included in their order. The company has failed to respond to repeated requests for updates but continues to advertise heavily on ********* It's a shame because they do have good products.

  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 (dunk tank) has been shipped. 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: 08/06/2024

   
  Complaint: 22035054
  
  I am rejecting this response because: I don't believe that the missing item from my order has shipped.  I have yet to receive tracking information for the shipment.  Further, as seen in the attached screenshot, I received a message from the business on ******** today indicating that they had not yet received their shipment and thus do not have product to send to customers.  It has been 59 days since I placed my order.  I would appreciate an honest answer with an actual expected timeline of when I will receive my order.  

  I'd also like to see them indicate on their website and in the Facebook VIP group that certain items are on backorder (just be honest and upfront about it).  Instead, they continue to advertise deep discounts for products that they aren't prepared to ship in a timely manner.

  Again, this company has good products, but terrible customer service.

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

  Customer Answer

  Date: 08/06/2024

  order GR531540

  Customer Answer

  Date: 08/11/2024

  2 months late, but the missing item from my order finally arrived...

  Business Response

  Date: 08/19/2024

  Thank you for your patience. Im really sorry it took so long, but Im glad to hear the missing item finally arrived. If theres anything else we can assist you with, please dont hesitate to let us know.

• Initial Complaint

  Date:07/23/2024

  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.

  I purchased 3 Grill Rescue brush sets on May 25, 2024 with the understanding that if I was dissatisfied with my purchase there was a full money back guarantee- minus shipping costs- for both used and unused product. I tried the brush out- it was not at all acceptable and I contacted customer service about wanting to return the entire sets. I have emails dated June 10, 11, 13, and the 14th trying to set up a return. I was told to send product back and send them the tracking number which I did on June 18th. It was delivered to Grill Rescue on June 20. I sent another email on the 26th of June asking the status of refund. No reply. I have tried over and over to call and the phone number just has a message that their phone support is limited and to contact by email. I have done that repeatedly with no results. I have yet to receive my refund and am very dissatisfied with the poor customer service of this company. I would like to receive my refund and be done with this matter.

  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 return was refunded last July 29th. You can check this with your bank. 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: 08/16/2024

   
  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:07/23/2024

  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.

  Purchased a grill brush from this company in July 2023. It was obviously defective and kept falling apart. Others have reported the same defect in website comments. The brush head does not properly fit into the brush handle. I reported the problem, sent them information including photos and videos. They admitted there was a problem and sent me a new brush head but refused to send me a new handle so it did not solve my problem.

  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 we sent you a cleaning head with a scraper. Please be advised that we only provide replacements if the item is defective. If you think your grhill handle is broken, please let us know so we can send you a replacement as well.
  
  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: 22032428
  
  I am rejecting this response because: the business has on several occasions refused to provide me with the replacement they now offer.  They can send the replacement handle to ***************************, *******************************************  Then I will close this complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  Hi *******, 
  
  I am sorry to hear that you have not received your replacement yet. I checked your order and it shows that it has been delivered last 05/28. Here is the link for reference **********************************************************************************************************
  
  I would suggest contacting your local post office. We also recommend speaking to your neighbors in case it went into the wrong mailbox. Your replacement was sent to:
  
  *****************************
  ********************
  ************** VA 23451
  *************
  
  Let me know how it goes.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22032428
  
  I am rejecting this response because: I did receive a replacement head as you note in your response.  That resolved the issue of the head falling apart.  But the head also falls off the handle with very little pressure, it does not seat correctly into the handle.  I've asked for a replacement handle and have been refused.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2024

  Hi *******, 
  
  Im really sorry to hear that the replacement head is still causing issues by not seating correctly into the handle. I understand how frustrating it must be, especially after already dealing with a problem. Its disappointing to hear that your request for a replacement handle was refused. Id like to help address this and find a solution for you. Could you please share your order number and a photo of the damaged item so we can look into this further? 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22032428
  
  I am rejecting this response because: this is simply stalling.  I provided all this information on May 21, 2024.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/24/2025

  Hi *******, 
  
  We sincerely apologize for the delayed response and for the continued trouble with the handle. We want to make sure you're fully taken care of.
  
  Can you please confirm if you ever received the replacement? If not, were more than happy to send a new one your way to resolve the issue properly.
  
  Let us know so we can make it right.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22032428
  
  I am rejecting this response because: I am responding to the most recent note to inform them that a replacement handle was never provided.  My mailing information is:

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

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

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

  Business Response

  Date: 04/24/2025

  Thanks for getting back to us, *******. We've taken care of this. We will send you a new Grill Handle another email once your tracking information is ready. Your new order number is GR667443.
  
  Please let me know if you have any questions or if I can be of any further assistance.
  
  
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  GRILL RESCUSE ORDER -I I ordered in June and did not receive my order until July 3rd at that point I was short shipped the dunk tank from my order and it is paid in full - I have reached out too many times to count now asking them to send me the missing dunk tank - they only responded a few times with the same generic responses that they will send it and never do - their website states that they have super fast response times and that is a lie they provide a phone number yet when calling it a voice message comes on stating that they cannot return calls and to email and they will respond within 24 hours - another lie - if you could only see the emails i have sent asking them to simply to send me the missing item from my order you would not believe it - this is awful and i am still waiting for this item to ship - i need some action taken here, my missing item to be received and to be done with this company and its awful customer service

  Customer Answer

  Date: 07/25/2024

  I would like a refund not a replacement as I previously indicated -  thank you 

  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 05th. Also, a refund of $6.19 was processed last 07/12. 
  
  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:07/23/2024

  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.

  On June 6th I saw an ad on ******** for a grill brush the Rescue Grill Brush And I thought what a perfect gift for my husband for Fathers Day or his upcoming birthday. I proceeded to buy a bundle they were offering for 1 brush with a scraper, 1 dunk tank and 1 hanger. I also ordered grilling gloves, 1 replacement head, and even a box for it all for an extra .45 cents. The total being $127.01. I have reached out multiple times since then asking when I would receive my order, since they have collected their money already. Today is July 23, Ive reached out many times and I keep getting an automated response from them with no resolution. *** asked for a refund about 3 times. I find this unacceptable. I would love a refund, I believe Im not the only customer theyve done this too so I thought it necessary to come to this point.

  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 hasn't shipped yet. With this, I've successfully refunded the amount of $127.01 back to your bank account. Please allow 3-4 business days for this refund to appear.
  
  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: 08/06/2024

   
  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. Thank you for your help and time, your assistance is greatly appreciated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2024

  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.

  Order GR530764 placed on June 8.Their customer service is very poor. Im still waiting for items in my order to arrive. Emails to their customer service take days for a reply and their reply is empty apologies with no resolution. No on picks up phone. Their chat option doesnt work.

  Customer Answer

  Date: 07/24/2024

  Item received today. 

  I still think investigation/discussion is warranted - if you search social media comments youll see I was among many customers left in the dark and waiting for customer support on unfulfilled orders.

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  I purchased a grill rescue bundle that included the metal scraper head, dunk tank and a hanging attachment for the brush itself. This purchase was made on 7/9/24. I received and order confirmation and the funds were deducted from my account. After the expected 1-3 business days for my item to ship I checked on the website on the status of my order. The site specified "can not find order". I have not received any response from customer service in my multiple attempts outside of automated emails indicated my complaint has been received. The website itself encourages me to shop with them instead of amazon, as well as indicating that they have " Sizzlin' Support" with 4 easy ways to get in touch fast. The support phone number is listed on the website but has a voicemail that indicates they no longer accept calls. I have sent multiple emails over a period of days and still have received no tangible response. My email provider is also indicating that my emails are not being received as the recipient's email is full. As it stands, I am not even sure how to go about requesting a refund as the company seems uninterested in resolving my issue. There seems to be only one avenue to reach customer support, so I don't know why the site still advertises there are four. I feel that my only option at resolving this will be contacting my financial institution to contest the charges. I absolutely feel mislead by the customer experience that I was advertised.

  Business Response

  Date: 07/30/2024

  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 order 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.

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items on 6-24-2024 from grillrescue.com. Returned items 7-5-2024 and 7-11-2024. I tried to contact several times by phone, email, and also tried their chat on line that didn't work. I would wait for response but haven't heard anything in reply. They have the items back. All I want is the refund that they advertise on their website. Their information is Grill Rescue, ********************************************. Phone **************

  Business Response

  Date: 07/30/2024

  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 refunds have been processed. 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: 07/30/2024

   
  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,
  
  *************************