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:07/18/2024

  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.

  Ordered grill rescue bundle on 6/7 after seeing a Fathers Day ad. Order showed as received in shop app but never progressed. I reached out on 6/12 for status on the order and was told on 6/13 We are currently delayed due to the increased interest in our product this grilling season. We had a large influx of orders that exceeded our manufacturing capabilities. On 6/19, 6/20, 6/21, and 6/24 I reached out again asking to cancel with no response. On 7/1 they said Unfortunately, we are unable to cancel your order since it has been shipped. I received the order finally on 7/8 but all the contents were not in the package. I was missing the dunk bucket. I let them know it didnt arrive and showed picture as proof. On 7/9 I was told We will send you your missing dunk tank and provide another email with your tracking information once it's ready. Your order will be shipped within ***** hours. Thank you for your patience and understanding. 7/13 I reached out asking for new tracking number for my dunk tank and the email could not be delivered Delivery has failed to these recipients. I have yet to receive my full order and customer email is Down!

  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.
  
  I understand that you received an incomplete order. That sounds frustrating. I would also be upset if I ordered a product and was excited to use it only to find out it was incomplete. I've taken care of this. 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.

• 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 bought a grill brush from this company. Since then I have unsubscribed from their emails roughly 30 times and they just keep sending more and more. It now seems on purpose. They do not respond on any platform. I am seeking simply to be removed from their list. Yes I understand I can send to junk folder, but this is principal now. Once I sent them a request to stop on their ******** messenger, the emails increased.

  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.
  
  We apologize for the inconvenience that this may have caused you. With this, I've successfully removed you from our marketing emails.
  
  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

   
  Complaint: 22010188
  
  I am rejecting this response because:
  

  My issue was not shipping.  This shows the complete disregard from this company.  They sent a form letter that had nothing to do with my complaint.  I have unsubscribed from their emails over 30 times now.  I keep getting emails everyday. I just want removed from their list and the harassment to stop.

  Just remove ********************** from your email list.  Simple request that they have not done.

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

  Business Response

  Date: 08/05/2024

  We apologize for the inconvenience this has caused you. No worries, I've successfully removed you from our marketing emails. If you continue to receive any emails, please let us know so we can address it immediately. Thank you for your patience and understanding.

  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:07/17/2024

  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.

  My complaint is regarding a business called Grill Rescue. The product I purchased was a grill brush for the **** My order consisted of, a grill brush, an extra grill head, a dunk bag and grill gloves, totaling in $124.94. I placed my order on June 4th, 2024. I reached out by email on June 17th letting them know that I havent received my order. They responded with, them being overwhelmed with orders and that there was a delay in sending me my order. I was told that I would receive a tracking number the following week. I never heard from them, nor did a receive a tracking number. I reached out again by email, because you cant reach anyone by phone as they say they are short staffed and are told to reach out by email. So I sent another email asking when my order will be sent, I was told theyre still busy with orders and that I would receive a tracking number the following week. I received nothing. So yet again, I sent another email saying *** received nothing and asked when they would be sending me my product, I was told that they would ship out my product by the end of the day and they would send me the tracking information. I never received any tracking information or email. So I sent another email saying, I want a refund. All I get is the run around. They wont even acknowledge giving me a refund, they just tell me, theyre working on my order. Now we reached the point to where they wont even respond to my emails. I paid $124.94 and still have yet to receive my order and no one will respond to my email.

  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.
  
  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:07/17/2024

  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.

  my order was placed in early June for $53.33 shortly after a shipping label was created however despite multiple attempts at contact the item has never been shipped out, despite my card being charged. Additional contact attempts have resulted in no answer calls and bounced back emails.

  Business Response

  Date: 07/25/2024

  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 there hasn't been any movement on your package since 06/13. I will escalate your order and have it reshipped.
  
  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: 07/29/2024

   
  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:07/17/2024

  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 7/7/2024 and was charged ***** that day. The advertisement stated shipment to be next business day. It has been 10 days and I still have not received my order. I requested a refund but was then magically given a tracking number that the item has been processed, as they have the item in stock for immediate release. The tracking states that the item has not been picked up from **** If I look on their website, it doesn't even acknowledge my Order #, as if the item hasn't even been placed yet. Why couldn't I get a refund like I asked instead of them trying to ship my order just because I asked for a refund? At the least, I want a refund on my shipping cost. If I do not get my order or at least tracking information within a few days, I want a full refund. It is poor business to take my money before shipping, unless it is a preorder. Also,'there email box is full and will not accept any eamils.

  Business Response

  Date: 07/25/2024

  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 delivered last 07/20. 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.

• Initial Complaint

  Date:07/16/2024

  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 ordered 6 brushes, boxes, and one dunk tank 6/8/24. Five were for Fathers Day gifts, one was for me. I was hopeful Id get them by Fathers Day but was prepared that they may not come by then. Well, eight days later (6/16) I made my first contact since I received no communication. I was told theyd ship within one week. Eleven days after that contact (6/27) I reached out again as there was no communication. The next day the items shipped and they were delivered 7/1. However, the dunk tank was not delivered so I reached out 7/4 when I finally opened the box and saw it wasnt in there. The company responded asking for pictures so I sent them over on 7/5. I received no response since then so I emailed 7/15 asking for an update but I received an auto response stating the inbox is full. I then tried calling but the message on the machine said they were not offering phone support. So I tried emailing again but again the inbox is full. I just want either the item delivered or a refund at this point but Im afraid the company is having much larger issues at this point. I want to support this company and its mission but I should have checked out BBB before ordering.

  Business Response

  Date: 07/25/2024

  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 understand that you received an incomplete order. That sounds frustrating. I would also be upset if I ordered a product and was excited to use it only to find out it was incomplete. 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.

• Initial Complaint

  Date:07/16/2024

  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.

  Order was placed 6/29/2024. After not receiving any shipping information, order was cancelled on 7/5/2024 via email. Business claimed to have shipped product, but that was not true as the carrier had not received anything. Another email was sent to cancel the order and this was ignored.Package was attempted to be delivered but was refused. The contents were not the items ordered and I was not about to accept them knowing there is no refund process for return shipping. Attempts to contact the business for the past week have been unsuccessful. They will not answer the phone number they claim to attend and the email inbox is full and will not accept mail. Messages sent via their website page go unanswered. There are over 100 similar recent reviews on their site by people who experienced the same issue. Business has taken money at time of order and not fulfilled their obligation, refused to cancel orders, shipped incorrect orders, and fails to respond to contact efforts.

  Business Response

  Date: 07/25/2024

  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 been canceled and refunded as per your request. 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: 08/04/2024

   
  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, with the acknowledgement that the business ONLY responded due to this complaint action taken and not voluntarily.

  They have more recent negative reviews and negative feedback than most businesses and appear to be in a tailspin to failure, yet they continue to take people's money.  A referral for criminal complaint should be forwarded to every state they conduct business in.  Their performance is shameful and the apology is empty in my opinion.  The only positive outcome of this is for them not to saddle the credit card issuers with the financial responsibility for their incompetence. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/16/2024

  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 made a purchase from Grill Rescue on July 4th in the total amount of $82.64. And I received a shipment notification from Grill Rescue HOWEVER, *** said they have not receive the package. Its now July 16th (12 days later, almost 2 weeks). I tried to contact them via phone, no answer. I contact them at ******************************** but get a bounce back saying the mail box is full. And then I try contacting them via their website, it also was full. I even used their track my order tool and it says my order cant be found. This is such a scam if they cant even fulfill their order and yet charged me already. Then saying its shipped, but it has not yet even been delivered to ***. Their shipping policy say standard delivery 5-7 days, but its been longer. And also yes it was a holiday, saying order process within 2-3 business days, but yet again, no communication whatsoever.

  Business Response

  Date: 07/25/2024

  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 delivered last 07/19. 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: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory to me. Considering that I had to contact paypal to assist with the resolution. It is when I enter the complaint to paypal, they immediately the next day "actually" handed over the product to the logistic carrier. It's a bit disappointing that a delay of such length no concessions were offered at all for their shortcomings and lack of communications. It is what it is I guess.

  I do have a concern that Grill Rescue may not be completely fully transparent with the mounding of complaints from other customers. Specifically their advertisement of how a portion of the sale goes to firefighters/1st-responders. 

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

• Initial Complaint

  Date:07/16/2024

  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 have reached out several times to cancel my order. The company has taken their sweet time getting back to all of my emails. I bought this item awhile before my daughters birthday party so we could use it specifically July ******. It is now July 16, 2024 and *** still doesnt have my package just a tracking number. Its not been shipped and I paid over $10 for shipping. I asked them on 7/11/2024 to cancel my order and I didnt get an email back until 7/14/2024. The email said they couldnt cancel it because it has been shipped and is now in transit to the next shipping facility. That is a complete lie and it has not been shipped anywhere. It is 7/16/2024 and I have only a tracking number from *** and it says they dont have the package yet. This is the worst customer service that Ive ever experienced. Buyer beware. They also dont answer their phones. We are moving out of state this Friday and they could care less.

  Business Response

  Date: 07/25/2024

  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 delivered last 07/19. 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: 07/29/2024

   
  Complaint: 21998252
  
  I am rejecting this response because:

  I moved out of state before the item was delivered. I do not have the item. I also emailed Rescue this important information and got a purposely delayed response. They lied and said it shipped when it didnt. They could have easily canceled it or at least changed the address for me. I asked for a refund and to cancel my order asap on 7/11/24 once I realized that this wasnt going to ship in time. I ordered this on 7/3/24. 

  I paid over $10 for shipping and it took 2 weeks for it to ship! It is now delivered to the new homeowner in **. We moved to ********. The customer service is the worst I have ever experienced. Sorry isnt enough. I want my money! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  Thanks for getting back to us, *****. I'm truly sorry for the frustration and inconvenience you've experienced. I understand how upsetting this situation is, especially with your recent move. We would love to offer you a refund, but there is an open dispute on your order. However, we can reship your order to your new address in ********. Please let us know if this works for you, and we'll make the necessary arrangements.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21998252
  
  I am rejecting this response because:
  Im rejecting this response so it doesnt close out the account and we can get the item shipped out to our new address. 
  you can ship it to 

  ***************************;

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

  Please email me the confirmation of the order along with the tracking information.

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

  Business Response

  Date: 08/12/2024

  Hi *****, 
  
  I've taken care of this. We will reship your order and send you another email once your tracking information is ready. You will be notified once your order is shipped. 
  
  Thank you. 

  Customer Answer

  Date: 08/28/2024

  There has been no order placed nor a tracking number provided since the last two times this company stated they would on BBB in this complaint. It is now 8/28/24 and I have received no email or confirmation. 
  This company should refund my money today since they have had it for months and I dont have the product that I purchased. 

  Business Response

  Date: 08/28/2024

  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 understand your frustration, and Im truly sorry for the experience youve had. According to our records, your order was successfully delivered on 07/19. Here is the link for your reference **********************************************************************************************************. I see that youve filed a dispute with your bank, and while we would love to refund your order immediately, were now required to wait for the banks decision on the matter. Lastly, your order confirmation, shipping details are sent to ***************************. 
  
  I know this situation has been incredibly frustrating, and I apologize for the delay and lack of clear communication. Please know that were here to assist you in any way we can while we wait for the resolution from 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: 08/28/2024

   
  Complaint: 21998252
  
  I am rejecting this response because: Once again you guys failed to ship me the product that I paid for. If you guys paid attention you would have seen the previous BBB complaints that I filed. I didnt it get my order because I moved out of state BEFORE it was delivered. You clearly ignored my email requests to cancel my order and delayed responding to me on purpose. I sent an email cancelling my order before you guys even shipped the item! It took over two weeks for you guys to ship the item and I emailed requesting a cancellation on day 11 like I said a million times before. 
  

  Its so funny how you guys can respond within a couple of hours when it come to BBB complaints!!!! 

  Im not going to keep repeating myself over and over again when clearly this company gives zero effort to customer service. 
  

  Then to make matters worse you guys lied and said you would be shipping me a replacement to my new address in ** and that never happened. You guys lied twice and never sent me any confirmation email  or tracking number and thats why I am disbursing it with my bank!!! Send me my money back! Im never doing business with this company again  

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

  Business Response

  Date: 09/05/2024

  Hi *****, 
  
  Im truly sorry for the frustration and disappointment youve experienced. I understand how upsetting this has been, and I want to acknowledge that the dispute has been resolved in your favor. I sincerely apologize for the delays in communication and the issues with shipping your order to the correct address after your move.
  
  We completely missed the **** in handling your requests, and thats not the experience we aim to provide. I know this situation has been frustrating, and Im sorry we didnt do a better job addressing it sooner.
  
  Your refund is being processed. Again, I deeply apologize for the experience, and we truly appreciate your patience throughout this process.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 21998252
  
  I am rejecting this response because:

  I do not have my refund nor did you give me any time frame when I should receive my refund. Youve had my money since July.  I will accept your response when I clearly see my refund in my bank account.  I cant trust this company with all of the lies I have been told throughout this process. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/16/2024

  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 ordered items from this business on 29 May 2024 and after a week, I got no status update on my order, so I emailed about it and got the response that it will be shipped when on of the items is available, ok no problem, but at least notify me. I got my order after 3 weeks. I realized that there were two items missing from my order (2 grill brush hangers) so I contacted them on 21 June about it. They asked for pictures of the items received as well as the packaging they came in. I sent them that, as well as pictures of the invoice showing I had ordered the two hangers. That was the last I heard from them. I have emailed them several times trying to find out a status or to find out what they were going to do about this (when the emails actually go through, get messages stating undeliverable because their mailbox is full), have messaged them on their ******** page, and have tried to call them numerous times (Generic message about how they will get back to you and then never do). My order total was $117.17, and I figure they can either send me my hangers that I ordered and paid for, or the can refund me $20 for the cost of the hangers. The product I received are great, it's just their customer service and response that leaves much to be desired. This is not how you run a business or treat customers.

  Business Response

  Date: 07/24/2024

  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 understand that you received an incomplete order. That sounds frustrating. I would also be upset if I ordered a product and was excited to use it only to find out it was incomplete. I've taken care of this. We will send you your missing (2) grill hangers 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: 07/24/2024

   
  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, yet I will say that this is a canned response and I am not the only one with the exact same issues. Every comment I read when they pop up on my ******** feed is negative, and about 90% of them are the exact same problem of incomplete orders and lack of customer service. It's a shame that I had to get the BBB involved to resolve this. Straighten yourselves up or you won't be in business much longer.
  
  Sincerely,
  
  *****************************