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:07/11/2024

  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 placed an order for the grill brush that comes with two replacement heads on June 15th 2024. I received the order July 2nd 2024. Unfortunately it was just the brush with no replacement heads. No big deal mistakes happen so I emailed the company the next day. They responded within an hour and said sorry and asked me to send pictures of what I got and the bag it came in. I did and they never responded. I sent 2 additional emails with no response. I then created another new support ticket and they again never responded. I just want what I paid for.

  Business Response

  Date: 07/20/2024

  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.
  
  But no worries, I've taken care of this. We will send you your missing cleaing head 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. They sent me the rest of my order. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/11/2024

  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 from them in early June and spend $66 on the items. I only got two of the three items. They requested pictures and I sent them and they blocked me or something because none of the emails Im sending to any of the service reps or the main business are actually delivering.

  Business Response

  Date: 07/20/2024

  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 July 20th. 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:07/10/2024

  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 placed my order on 6/9 for a Pro brush handle and 2 brush heads, as well as a dunk tank. I emailed the company on 6/20 for an update because my order hadnt shipped yet. The company responded that my order would ship within the week. On 6/28 I received an email stating that my entire order shipped. When the shipment arrived the package included only one handle and one brush head. The second brush head and the dunk tank were not included. I attempted to send an additional email to the support account this morning and again this evening, and both times I got an automatic replay that the recipients mailbox is full and cannot accept messages.

  Business Response

  Date: 07/20/2024

  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 & Cleaning Head Rescue PRO 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: 07/29/2024

   
  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 if the company follows through with their response. I have not yet received tracking information indicating that the missing part of my order has been sent. 
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:07/10/2024

  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 product on June 10, 2024. Never heard from the company and did not receive the items. Contact via email (only available means of contact) on June 21, 2024. Advised products were running late, problems with fulfilling orders... Contacted again on July 9 since order still did not arrive. Finally on July 10, 2024 the box was delivered and is missing items. Would like the missing items immediately and/or complete refund.

  Business Response

  Date: 07/20/2024

  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.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21971692
  
  I am rejecting this response because:

  Have not received missing items from this order to date.  More than 2 months from date of order.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  Hi *****, 
  
  I am sorry to hear that you have not received your missing item yet. I checked your order and it shows that it has been delivered last 08/07. 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.

  Customer Answer

  Date: 08/12/2024

   
  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:07/10/2024

  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 a grill scraper, extra sponge head, and a dunk tank for my husband for Fathers Day. I never received the order, but my credit card was charged. I emailed the company (as that was the only form of contact) to tell them that the shipping I paid $11 for was 5-7 days and it was well over that and well past Fathers Day, so I wanted to cancel and get my card credited. They gave me one of the canned responses others complained about. I finally called my bank and began a dispute. Then today (July 7) my order miraculously arrived; however, it was missing the $15 dunk tank that I was charged for. I tried emailing, but the emails keep getting returned saying their mailbox is full. This company is very sketchy! Buyer beware, many people have had the same issues.

  Business Response

  Date: 07/20/2024

  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 your missing item (dunk tank) has been shipped and is expected to be delivered on July 22nd. 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: 07/21/2024

  I just received the missing dunk tank today (7/21/24). I definitely want my shipping for my entire order refunded since I paid a lot ($11 + tax) for shipping and it was supposed to just take a few days, not 7 weeks! I definitely am reluctant to ever order from this company, as they have lost my faith that I will receive my items. After all, they were finally sent after contacting my bank and the BBB. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21971632
  
  I am rejecting this response because:

  I just received the missing dunk tank today (7/21/24). I definitely want my shipping for my entire order refunded since I paid a lot ($11 + tax) for shipping and it was supposed to just take a few days, not 7 weeks! I definitely am reluctant to ever order from this company, as they have lost my faith that I will receive my items. After all, they were finally sent after contacting my bank and the BBB.
  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  Hi ****,
  
  Thanks for getting back to us. We would be happy to refund your shipping fee, but there is currently an open dispute on your order, which prevents us from processing any refunds at this time. You have the option to contact your bank to cancel the dispute, or we can wait for their decision.
  
  Please let us know how you would like to proceed.

• Initial Complaint

  Date:07/10/2024

  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 3 items on 06/13/2024, finally arrived 07/08/2024 but missing 1 item. Emailed them to inform them and they asked for a picture showing the shipment which I sent immediately. Email came back undeliverable, email box full. Tried their customer service phone listed and it answered and said no one is available to talk, use email. Tried email AGAIN and it again came back undeliverable, box full! This company makes nearly impossible to reach them and it is impossible to talk directly to someone.

  Business Response

  Date: 07/20/2024

  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.
  
  But no worries, 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.

  Customer Answer

  Date: 08/05/2024

  This company makes it impossible to connect with someone at their company. Emails come back undeliverable mailbox full. Their phone message says no one available to talk to, email usvicious circle. I put in a dispute with my C.C. company and they removed the charge. Weeks later RescueGrill sent me the product. I emailed them and told them I wanted a return shipping label as I was credited by my C.C. company and no longer wanted their product. They refused and said they Dont send out shipping labels. I replied and said Im not paying to return their product due to their lack of customer service and again asked for the shipping label. They refused and said just keep the product then and a have a good day. So I guess the matter is closed but people should be warned about doing business with them. Thanks for your help in this matter.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21970996
  
  I am rejecting this response because:

  This company makes it impossible to connect with someone at their company. Emails come back undeliverable mailbox full. Their phone message says no one available to talk to, email usvicious circle. I put in a dispute with my C.C. company and they removed the charge. Weeks later RescueGrill sent me the product. I emailed them and told them I wanted a return shipping label as I was credited by my C.C. company and no longer wanted their product. They refused and said they Dont send out shipping labels. I replied and said Im not paying to return their product due to their lack of customer service and again asked for the shipping label. They refused and said just keep the product then and a have a good day. So I guess the matter is closed but people should be warned about doing business with them. Thanks for your help in this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2024

  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 originally order in the middle of June 2024 directly from the company. I did not receive my Oder until 3.5 weeks later. When I received my order, I received 2 brush hangers instead of 1 brush hanger and 1 dunk tank. Also in the order were 3 brushes with brush heads and 3 extra brush heads. I was asked to take a picture of what I received and send it to them. I received a response back from them telling me to take a second picture of the items I received and the packing they came in. When I tried to send my response, it says the mailbox is full and the attempt failed. This is a ploy to avoid sending me the correct things I ordered. I just want what is due me without all this extraneous hassle.

  Business Response

  Date: 07/20/2024

  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 has been shipped and delivered last 07/17. 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:07/10/2024

  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 for a gift 6/7/24. Having not received any communication about a ship date, I emailed the company 6/13/24 and received the response that they were behind and hiring more staff to handle the large influx of orders and my order would be shipped by end of the following week. Never received the order until 7/6/24. This was way past the date that I need the gift, AND I received an incomplete order. I sent another email the same day and reported the missing item. I received a response to send a picture of the items I received which i did. .Crickets, I never received another response. I attempted to contact them via ******** since I have seen many complaints that they dont respond via phone either. I still have yet to receive a response.I cant give my gift since it is still incomplete. I paid for items I never received. I paid for shipping that took a month to get when advertising insinuated that they ship quickly. It has been more than a month, I still dont have everything I ordered. Im not a happy or satisfied customer.

  Business Response

  Date: 07/18/2024

  Hi ********, 
  
  I am deeply sorry for the experience youve had with your order. Its incredibly frustrating to place an order for a gift and not only receive it late but also incomplete. I apologize for the lack of communication and the inconvenience this has caused.
  
  We will send you your missing dunk tank immediately and provide you with tracking information as soon as it is ready. I understand how disappointing it must be to wait so long for your order and then not receive everything you paid for.
  
  Thank you for your patience and for bringing this to our attention. If there is anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21967317
  
  I am rejecting this response because l recieved an email 7/11/2024, stating that I would be shipped the missing item and would receive the tracking info (which I never got). I had to go out and purchase different gift and give BELATEDLY because of the poor communication and lack of ability to ship as advertised. This is poor customer service ************************************************************************************** family.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  Hi *******, 
  
  Im really sorry to hear about the trouble youve had. I understand how frustrating this situation is, especially given the delay and lack of communication. Ive looked into your replacement, and it hasnt shipped yet. Ill escalate this issue to ensure it gets resolved quickly.
  
  Please let me know if you dont receive the shipping information within the next ***** hours. We genuinely appreciate your patience and feedback, and were committed to improving our service based on your experience. Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 21967317
  
  I am rejecting this response because its is excuse after excuse. Poor communication and follow through on what they say they will deliver or do.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/12/2024

  Hi *******, 
  
  I am sorry to hear that you have not received your missing item yet. I checked your order and it shows that it has been delivered last 08/05. 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.
  
  Let me know how it goes.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 21967317
  
  I am rejecting this response because it took complaints here to receive items that I ordered 2 months prior. Repeated attempts at resolution with the company failed until I filed a complaint here. Poor customer service as proven by the many complaints here. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/09/2024

  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 a grill brush and paid extra for next business day shipping so I would get it in time for Fathers Day. It did not even ship before Fathers Day so I reached out via email and phone (and their customer service line is not working right now) to cancel my order. I got some generic email reply that they were working on my request. We went round and round (TONS of emails back and forth) and then yesterday I get an email that my order shipped! I had to file a dispute with my bank. Now *** contacted them and told them my order was supposed to be cancelled, I do not want my order. They said I can file a return when I receive it. I asked how to do that. They said they were working on my request and to add to the email, I can hit reply. I replied and got an automated response that their mailbox is full. They then emailed me instructions later on how to return it and said I would be paying for shipping!!! To ship it back! I am livid. Buyer beware. This stupid grill brush was $62 and came a month past the holiday it was for. Their customer service is horrendous. They shipped my order when I asked them not to. They offered a solution to ship by the end of the business day (Saturdayway after Fathers Day) I said no, they still shipped it and now they want to charge me to send it back?

  Business Response

  Date: 07/18/2024

  Hi *****, 
  
  I am deeply sorry for the frustrating experience you've had with our customer service and shipping. It is incredibly disappointing to hear that despite your clear instructions to cancel the order, it was still shipped, and that our communication channels were not working properly when you needed assistance.
  
  I understand that you paid for next business day shipping to have your order in time for Fathers Day, only for it to arrive much later. This is unacceptable, and I sincerely apologize for the inconvenience and disappointment this caused.
  
  We are committed to resolving this issue for you. Since you have returned the package to the sender, I will ensure that you are not charged for the return shipping and will expedite the processing of your refund. If there is anything else we can do to make this right, please let us know.
  
  Thank you for bringing this to our attention. Your feedback is crucial in helping us improve our services.

  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:07/09/2024

  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.

  Placed two separate orders for Fathers Day. Didnt get any notification of order being processed. A week later I decided to reach out and ask for shipping info. I get a response saying theyre hiring more staff to fill our order and that Ill get a tracking number by the end of following week latest. Well, end of day the NEXT Friday, I get a tracking number. However, I checked the tracking number for the next 4 business days which still said the service hadnt received the package yet. Finally, another day later, it ships. Both orders get to respective addresses, and BOTH are missing the dunk tank that they aggressively advertise and was the main reason for my order. I reach out via email and kindly let them know the dunk tanks were missing from my orders. They respond back asking for a picture of the product (how can I take a picture of something I dont have) and the packaging it came in (a torn plastic mailing envelope?). I go ahead and respond with pictures of the incomplete order I did receive. Only to get back an email from the postmaster telling me my email couldnt be sent because their mailbox is full. So in short, terrible order fulfillment, no ability to keep up with demand while still advertising aggressively, terrible customer service, and highly doubtful I will ever receive the two dunk tanks that I paid for.

  Business Response

  Date: 07/18/2024

  Hi ******, 
  
  I am truly sorry for the frustrating experience you've had with your Fathers Day orders. I understand how disappointing it must be to not receive the complete order and to deal with such poor communication.
  
  I've taken care of this matter personally. We will send you the missing dunk tanks right away and provide you with tracking information as soon as it is available.
  I apologize for the delays and the inconvenience youve encountered. Your feedback is crucial in helping us improve, and I appreciate your patience.
  
  If theres anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21965892
  
  I am rejecting this response because:

  They ended up responding to the issue on ONE of my two orders. Offered a free beer ***** and then sent the wrong color. But in addition to this, I had two orders, and when I asked about the second order GR551039 they have ignored me since then and never sent the missing dunk tank from that order despite promising they would.

  
  Sincerely,
  
  Alyssa M

  Business Response

  Date: 08/05/2024

  Hi ******, 
  
  I'm truly sorry for the inconvenience and the delay you've experienced. Ive checked and see that your order hasn't shipped yet. I will escalate your order to ensure it is prioritized. Please let me know if you haven't received your shipping information in the next ***** hours. Thank you for your patience and understanding.