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:07/09/2024

  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 the grill brush on 5/27/24 and didnt receive any update on shipping. After waiting 2 weeks, I emailed them on 6/14/24 and they said they are backed up and will send by "next week" at the latest. So I waited another 2 weeks and emailed them again on 6/26/24 and got the same response saying they are backed up and I would have shipping information by "next week". It's been over 2 weeks again and I still have nothing. I emailed them again and got an auto-reply saying their inbox is full. This is getting ridiculous.......

  Business Response

  Date: 07/18/2024

  HI ***, 
  
  I am sincerely sorry for the delays and frustration youve experienced with your order. It is unacceptable that youve had to wait so long without clear communication and updates on your shipment.
  
  Ive reviewed your order and noticed that one of the items, the Rescue Grilling Gloves, is a pre-sale item and wont be available until mid-August. We understand how important timely updates are, and I apologize for the lack of communication and the inconvenience this has caused. Rest assured, we will notify you as soon as your order is shipped.
  
  I understand how frustrating this situation must be, especially after being told repeatedly that your order would ship soon. We are taking steps to address these delays and improve our communication.
  
  Thank you for your patience, and if theres anything else we can do to assist you, please let us know.

  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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the brush w/scraper and 1 dunk tank on 6/10/24 and did not receive the item until 7/8/24. The order was missing the dunk tank and customer service is absolutely horrible. The email I sent has sent back stating the mailbox is full. I'm not sure how this company is still in business as there are multiple negative reviews not only on BBB but also on the companies ******** page.

  Business Response

  Date: 07/18/2024

  Hi *****, 
  
  I am truly sorry for the experience youve had with your recent order. Waiting nearly a month for your brush with scraper and dunk tank, only to receive an incomplete order, is unacceptable. Furthermore, I apologize for the difficulty you encountered in reaching our customer service, including the full email mailbox.
  
  I understand your frustration and disappointment, especially given the negative reviews youve seen. This is not the experience we strive to provide our customers, and we are taking your feedback seriously to make necessary improvements.
  
  We will send you your missing dunk tank and send you another email once your tracking information is ready. Additionally, I will look into our customer service issues to prevent this from happening in the future.
  
  Thank you for bringing this to our attention and giving us the opportunity to make it right. If there is anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21964408
  
  I am rejecting this response because:

   

  I have still not received the missing item or tracking information for the item. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/05/2024

  Thanks for getting back to us, *****. 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.

• Initial Complaint

  Date:07/07/2024

  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 ordered gloves on May 17. It said the gloves would ship out the first week of June. I waited.NOTHING. I emailed and got a response on June 19th that said they were getting orders ready to ship. Today July 7th was told completely sold out and wont be available until end of August. They did not address my request for a complete refund. Why did you continue to take orders if you were sold out? How did they get sold out if I placed my order on May 17th? It means they continued taking orders they knew they couldnt fill. This company is sketchy ,and thats the best way I can say it. My advise is to stay far away from this outfit.

  Business Response

  Date: 07/15/2024

  Hi *****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that it was your order was canceled last 07/12. Also, we sent you an email last 05/30 that the Rescue Grilling Gloves Kansas City Edition (Pre-Order) was currently unavailable.
  
  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:07/06/2024

  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 Rescue promotes on social media their products have special pricing for Fathers Day, 4th of ****, etc. Unfortunately, if you click on their ordering process through social media you will not see your product unless you complain. I have not received my order which was for a Fathers Day present and paid for the expedited shipping. I made a statement on their 4th of **** post and it was deleted. So I them emailed that my order on June 9th, 2024 - Order # GR535199, had yet to deliver. This was a Fathers Day gift and yet they are advertising 4th of **** specials when they cant even deliver from Fathers Day. For the price of shipping (I am in a sales position and know what shipping costs really are - so that cost is heavily inflated), and the fact that the order has yet to arrive - this is absolutely not how you gain business.What is even more shocking is that all the comments on social media were deleted for those who have yet to get their product. I would never have reported to BBB, but when a company chooses to not ship, not respond to comments, and still promote sales it is unethical. When you spend money on a pricey product and never receive the order and so many are saying the same thing - this needs to be checked out! I requested a refund, not ship the order its TOO late, this was a Fathers Day gift.

  Business Response

  Date: 07/15/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  /After thoroughly reviewing your order details, I see that it was shipped and delivered last 07/08. Here is the link for your reference **********************************************************************************************************
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21949418
  
  I am rejecting this response because:
  
  While Grill Rescue may have rushed out the order after the complaint, I immediately advised once opened the package that it was missing the dunk tank and the hang piece. All that arrived was the handle and the two attachments. They have yet to respond to my request for a return and full credit given they did not ship the order complete. 

  On their social media pages and posts, the complaints about the Fathers Day promotion seems as though not one order was received on time and are struggling with these same issues. It comes down to principle! 

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

  Business Response

  Date: 07/31/2024

  Hi ******, 
  
  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.
  
  Thank you for your patience and understanding. 

• Initial Complaint

  Date:07/03/2024

  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 two Grill Rescue grill cleaning brushes with a 30 day satisfaction guarantee. Their phone number does not accept calls and request you to email them. Email communication stopped when I asked for a full refund as I was not at all satisfied with their product. They told me I had a 30 day satisfaction guarantee. I asked for instructions on how to return the product to no avail. Can you help me get my money back please?

  Business Response

  Date: 07/06/2024

  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.
  
  You can return the items to:
  
  Grill Rescue
  1007 South 12th Street
  *********, WI *****, *************
  
  Please Include:
  - Order Number
  - Full Name
  - Email Address
  
  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will NOT be included in your refund.
  
  Kindly send us the tracking information. Once we receive your returned items, we will process your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  
  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: 07/08/2024

   
  Complaint: 21940436
  
  I am rejecting this response because:  I want to clarify there points in their response.

  1. There was not a "delay in shipping your order" as indicated in their response.  The issue was wanting to return the product received and they customer service rep was not providing the return information. 

  2. Their response also indicates "If you receive a refund...".  I want to clarify I am requesting a refund.

  3. Their response also indicates "Depending on where you live, the time it may take for your exchanged product to reach you may vary."  Again, I want to clarify there is no exchange of product.  I am requesting a refund.

  I would like them to acknowledge and agree I am requesting a refund less shipping cost and there will be no exchange of merchandise.  I expect the refund to be the same manner as the original purchase.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2024

  Hi ****, 
  
  Please see the attached return label. ****** return the items to us so we can refund you in full.
  
  Please let me know if you have any questions or if I can be of any further assistance.

  Customer Answer

  Date: 07/21/2024

   
  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:07/02/2024

  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.

  On 06/25/2024 I placed an online ORDER #GR560963. It was immediately confirmed and my credit card was immediately charged. On Friday 06/28/2024 I was seent an email that the item was shipped and I was given a *** tracking #.Since I was gifting these items, which required some degree of promptness, I repeatedly went to the *** tracking site site and *** noted they did not yet receive the item. Multiple emails back and forth....the company initially blamed the problem on the high demand and being late in getting out the orders; then the blame was placed on *** being not up to date as the items "progressed" through their system.SO FAR, AS OF 07/02/2024, *** STILL DOES NOT HAVE THE **** IN THEIR SYSTEM.After reading all the other complaints about this company, all complaints being similar to mine, either this company has a great tech team that keeps on generating different email responses, or they are a scam artist and do not have any products!I NEVER HAD ANY COMPANY GIVE ME A TRACKING # THAT DID NOT SHOW UP ON THE SHIPPERS WEBSITE AFTER 24 HOURS, ALLOWING FOR TRUCK PICK-UP DELAY TIME OF UP TO 24 HOURS.*** tracking #**************************

  Business Response

  Date: 07/06/2024

  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 8th. 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: 07/08/2024

   
  Complaint: 21935110
  
  I am rejecting this response because: It is the same exact wording of every other response...it is canned and therefore not sincere. FURTHERMORE, that canned response always magically shows up on the day that the delivery is expected. WHAT A COINCIDENCE.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/11/2024

  Hi ***, 
  
  I understand how frustrating it must be to receive the same canned response, especially when it seems to appear right when the delivery is expected. I'm truly sorry for the inconvenience this has caused. Your experience matters to us, and I apologize for not providing the personalized and timely communication you deserve.
  
  To compensate for the inconvenience you experienced, we have refunded your shipping fee of $15.91.
  
  We appreciate your patience and are committed to improving our service for you.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21935110
  
  I am rejecting this response because:
  Its easy to set up automated responses triggered by the repetitive complaint of a single consumer.

  Since my experience is EXACTLY the same as MANY others at the BBB site, and the company responses are similarly EXACTLY the same, it is obvious that the business plan for the company has NOT learned anything, or worse, doesnt care; hence subjecting future consumers to the same anxiety/aggravation,?and THAT IS NOT ACCEPTABLE.

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

• Initial Complaint

  Date:07/02/2024

  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.

  The order was placed with grillrescue.com on June 8, 2024. As of writing this on July 2, 2024, my order has yet to be shipped. I have contacted the company twice and they assure me it has been processed but have no explanation other than they got swamped because its grilling season. If they cant meet their demand, they need to pause ordering and be up front with their customers. I had to reach out twice now.

  Business Response

  Date: 07/06/2024

  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 8th. 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: 07/09/2024

   
  Complaint: 21931145
  
  I am rejecting this response because part of what I ordered never arrived (after a whole month) - (dunk tank $19.95 value) and I still paid $10.98 for shipping that took a month.  Id like a partial refund. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/15/2024

  Hi *****,
  
  Thank you so much for bringing this to our attention. 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.
  
  Thank you for your patience and understanding. 

• Initial Complaint

  Date:07/02/2024

  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 placed an order on 6/10 to be delivered on or around Fathers Day. One week later I emailed inquiring about shipping since I had not received an update. I was told I would receive a tracking number by the next week at the latest. That next week (6/24) I had not yet received shipping notification so I emailed again. No response until I emailed multiple times and contacted via social media. I was told they did in fact have full inventory and can ship out immediately. I let them know Id like to cancel my order. I was then offered a choice of 15% discount instead of cancellation or to continue cancelling. I chose to continue with cancellation only to be told they cannot cancel my order and they had shipped it instead (though I did not receive any discount refund). The tracking also shows the package has not been received by **** When I inquired about why this order was shipped when I was offered a choice to cancel I was then offered a 20% discount or to cancel. Again, I chose to cancel only to be told I could not cancel. I then had to email again multiple times to get another response and start multiple email threads. I then received a response saying my order was waiting to be fulfilled. I questioned this and why they wouldnt let me cancel my order. They then emailed me to say theyd refund $10.98 of shipping This is unacceptable and I am still demanding a cancellation seeing it is 7/1, the product has not actually shipped and this is way past a Fathers Day gift. I am furious at the lack of care and communication and conflicting responses with a refusal to refund me fully and cancel my order.

  Business Response

  Date: 07/06/2024

  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 July 5th. 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: 07/08/2024

   
  Complaint: 21930409
  
  I am rejecting this response because:
  I was told conflicting information regarding my order status and had to email daily to get any sort of resolution. When my order arrived at the gift recipients house, the order is missing an item and I had to reach out yet again and am awaiting a response from customer service regarding when this missing item can be sent. I do not have confidence the missing item will be shipped in a timely matter or at all given my recent experience. Due to the order being incomplete arriving weeks late, I do not accept this as resolved.

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

  Business Response

  Date: 07/15/2024

  Hi ******, 
  
  Thank you so much for bringing this to our attention. 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.
   
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21930409
  
  I am rejecting this response because:

  I was told this same thing last week and have received no tracking. This is frustrating and while I appreciate the apologies and statements of understanding, I do not appreciate how difficult this has been to deal with even prior to my very delayed order being delivered to then have the gift recipient receive and incomplete order. I will mark this as resolved only if and when the incomplete order has been made right. In the meantime, I encourage you to personally review my lengthy email chains with customer service over the past month.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/17/2024

  Im happy to wait. However Id like to add that when trying to follow up today (7/17) the email  address that I had been using the contact them bounced back. The phone number listed on their website goes to a message saying they cannot accept calls. 
  

  Im frustrated and unsure what to do next with this business and their lack of care, fulfillment of products, and responsiveness.

  Customer Answer

  Date: 07/23/2024

  As per your request, it is now 7/23 and I have not heard back from the company nor received any tracking link. Please let me know next steps.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21930409
  
  I am rejecting this response because:
  It is now 7/23 and I have not heard back from the company nor received any shipping updates or tracking link. My emails are bouncing back as the companys email is full and cannot accept more messages. Give me the full refund I requested at the start of this mess.

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

  Business Response

  Date: 07/31/2024

  Hi ******, 
  
  I've checked and your replacement hasn't shipped yet. I will escalate your order. Please let me know if you haven't received your shipping information in the next ***** hours.
  
  We appreciate your patience and thank you for your understanding.

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21930409
  
  I am rejecting this response because:
  
  It has been over **************************************** shipping confirmation as promised. The companys email address is also full again and not accepting emails. I still want the full refund for this incomplete order.
  Sincerely,
  
  *******************

  Business Response

  Date: 08/12/2024

  Hi ******, 
  
  I am sorry to hear that you have not received your order yet. I checked your order and it shows that it has been delivered last 08/05. Here is the link for your 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

   
  Better Business Bureau:

  The missing item was received later than the date in the previous notice,  but it was received despite none of the promised communication ahead of time. While technically this is resolved, I want it to be known how unethical this entire business is considering the other complaints all have similar experiences dating over a year back. I also want it noted that this was ordered eat my June with the promise of Fathers Day delivery and the complete order was not received until 2 months later due to multiple complaints on my part and my persistence in demanding communication when there was silence from the company. The company never once communicated that 1. Orders would be delayed and 2. The order would be missing an item.

  Customer service offered refunds that were then refused to me when I confirmed Id accept the refund.

  This business should not be allowed to operate under these conditions and I am disgusted at the lack of care from the employees and supposed owner who responded on here.

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

• Initial Complaint

  Date:07/01/2024

  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 the rescue grill brush on June 11- and paid priority shipping to have it shipped the next day. I have received nothing. I emailed the company and asked about the my order and was told they were behind in orders but my brush would be shipped out soon. So I have asked 3 times to be refunded at a minimum the shipping costs because it was not shipped out the next day. I did not get a response.

  Business Response

  Date: 07/06/2024

  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 07/02. Here is the link for your reference **********************************************************************************************************. Also, you were refunded with an amount of $15.06.
  
  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:07/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on 6/13/2024 and was charged ***** that day. The advertisement stated shipment to be next business day. It has been 17 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.

  Business Response

  Date: 07/05/2024

  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 8th. 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: 07/08/2024

   
  Complaint: 21925017
  
  I am rejecting this response because:

  I feel I should be compensated for false advertising (next day shipping). I also paid extra for priority handling. I would be satisfied with free shipping and 20% off my order (since that was a recent promotion). It is absolutely in sane to take orders when you can't fill them. There should be a notice that items are on backorder. Also, when I requested a refund, I was told that there was stock to fill the order and it is being shipped. Why couldn't I get a refund a requested? Not listening to the customer. It's embarrassing to ho through 2 holidays before getting the item that was suppose to be a gift for father's day. If I would have known I wouldn't have received it, I would have gotten something else. Instead I was empty handed.

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

  Business Response

  Date: 07/11/2024

  ** ***, I completely understand. With this, I've successfully refunded your whole shipping fee of $12.54 back to your bank account. Please allow 3-4 business days for this refund to appear.
  
  We appreciate your patience and understanding. 

  Customer Answer

  Date: 07/12/2024

   
  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,
  
  ** *****************