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:06/30/2024

  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 a grill brush set for my husband for Fathers Day and it still hasn't arrived. I ordered it on June 2nd for $82.18. I have contacted the company via email twice and asked for a refund. They reply with an automated message and give a tracking number that doesn't exist. The reviews for this product and company are mostly like mine. Item never arrived. Wish I'd known this before I ordered. The company used to be called Grill Rescue created 12-26-19. On 4-7-23 the name was changed to Rescue Co. Website says it's a D ************ LLC with an Palm City Fl address. Can you please help me get a refund? Thank you.

  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: 21922645
  
  I am rejecting this response because: As I stated in my numerous emails to you I would like a refund as I ordered a grill brush from Amazon after yours never showed up. I ordered your items as a gift. I realized if I were to present this gift I needed to order from another source. This whole experience has been frustrating and highly unacceptable. Again, please refund me. Thank you. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/15/2024

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

  Customer Answer

  Date: 07/15/2024

   
  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:06/28/2024

  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 made a purchase from grill rescue on 11 June. In the *** of $106.23. I still have not received a shipping notification nonetheless the products. I have emailed them and twice received responses that it would be shipped next week. Well its been next week. It hasnt been shipped. And now Ive emailed them two additional times asking for a refund for the 4th time and now they are not responding to my emails. I tried calling there number and it says they cant take my call because they have limited staff. Either this website is a scam or there company is false advertising. They do state 2-3 business days to ship items.

  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

  I dont really have a choice but to accept there response which is a standard response.  The company should learn better customer service and if after two weeks a product hasnt shipped and the second email requested the order to cancelled and a refund should be issued. They should of cancelled the order and given a refund in the original paymebt form. That is how good customer service works if you would like repeat customers. I will no longer buy your products because of this service. I fully understand delays, your a small business. But customer service is important and if you cant provide that then you lose customers. Had you just cancelled my order and refunded my money I would of just walked away like it happens. But now I feel your business model does not meet the standards of most companies out there and if you would like to keep customers then you should provide better customer service. Apologies only go so far. Action goes further. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21917615
  
  I dont really have a choice but to accept there response which is a standard response.  The company should learn better customer service and if after two weeks a product hasnt shipped and the second email requested the order to cancelled and a refund should be issued. They should of cancelled the order and given a refund in the original paymebt form. That is how good customer service works if you would like repeat customers. I will no longer buy your products because of this service. I fully understand delays, your a small business. But customer service is important and if you cant provide that then you lose customers. Had you just cancelled my order and refunded my money I would of just walked away like it happens. But now I feel your business model does not meet the standards of most companies out there and if you would like to keep customers then you should provide better customer service. Apologies only go so far. Action goes further. 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 07/09/2024

  To add one more item to there horrible business. They did ship me items and its missing an item. You can close this complaint. This business is horrible. 

• Initial Complaint

  Date:06/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2024, I ordered a "Just For Me: 1 Handle + 2 Cleaning Heads" bundle from *********************************** which, as the name suggests, was to include one handle and two cleaning heads. The shipment was delivered to my home on May 28th but, as I was away on work, I didn't get to open it until a week and half later, on **** 9th when I found that it included only a single cleaning head.I reached out to Rescue support on **** 9th (case #******) and heard back from ****** who asked me to send them a picture of what I had received in the package. I responded back that I had already thrown out the package and wasn't sure what sending them a picture of something that wasn't there would do but could send them the picture if they wanted. I didn't get a response so, on **** 11th, I followed up again.On **** 14th, when I still hadn't heard anything else back, I submitted a new support ticket (case #******) and heard back the next day from May who asked me to send the photo. I sent the photo on **** 16th and confirmed my mailing address. By **** 20th, when I hadn't heard anything back, I sent a follow-up email.On **** 24th, when I again hadn't heard anything else back, I submitted a THIRD support ticket (case ******). Other than the automated response that the case had been opened, I have yet to hear anything back (today is **** 28th).It has been more than a month since my original order and I have tried three separate times to get help from customer support. Four actually, since I just tried calling them and was told by an automated message that they can't answer the phone now but I should try emailing them.

  Business Response

  Date: 07/05/2024

  Hi Mosh, 
  
  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 05/28. Here is the link for your referfence **********************************************************************************************************. 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: 21915727
  
  I am rejecting this response because: it does not address the problem as it was explained in the original complaint.  The response provides tracking information for the original shipment which I am not disputing.  My complaint is that the original shipment was incomplete... it should have included one handle and two cleaning heads.  Instead it included one handle and only one cleaning head.  I am asking that the second cleaning head be shipped.

  Following the filing of my complaint with the BBB, I finally heard back from both ****** on the original support ticket and from May on the second support ticket.  **** replied that the second head will be shipped and that they will send me tracking information once it is shipped.  I am still waiting for that shipping information and, until I receive that and the second cleaning head, I do not think it appropriate to claim that this complaint has been resolved.

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

  Business Response

  Date: 07/15/2024

  HI Mosh, 
  
  I am sorry to hear that you have not received your replacement yet. I checked your order and it shows that it has been delivered last 07/10. 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: 07/22/2024

   
  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:06/26/2024

  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.

  On June 9, 2024, I placed an order from Grill Rescue after being heavily advertised to on IG. After not hearing about my order for 1 week, I located their customer service email and sent them a message. They replied that I would have shipping confirmation by the end of the week of June 15th. A week went by and I didn't receive a shipping confirmation as they promised. I then sent a second message stating I now wanted a refund since they have held my money for over 2 weeks without any confirmation of shipping. Instead, they ignored that request and offered me a 15% discount. They should not be allowed to defraud consumers like this. Asking for a refund shouldn't be a negotiation. I have attached the email communications.

  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: 07/18/2024

  Hello,

  While I did receive the shipment.  It was not only extremely late, it was incorrect.  When I explained that the order was incorrect, and wanted to return it, I was told I would have to pay for the return.  They never even addressed the order being incorrect.  I never received the dunk tank, nor a resolution for that specifically.  I have attached the last email exchanges for clarity.  ************ is beyond awful and shouldn't be allowed to continue these business practices.

  *****

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21908209
  
  I am rejecting this response because:

  While I did receive the shipment.  It was not only extremely late, it was incorrect.  When I explained that the order was incorrect, and wanted to return it, I was told I would have to pay for the return.  They never even addressed the order being incorrect.  I never received the dunk tank, nor a resolution for that specifically.  I have attached the last email exchanges for clarity.  ************ is beyond awful and shouldn't be allowed to continue these business practices.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/24/2024

  I understand that you received an incomplete order, and I apologize for the inconvenience this has caused. Instead of returning the items, we would like to offer you a free Beer ***** or apron of your choice and have your dunk tank reshipped within ***** hours.
  
  For the Beer *****, you can choose from the following colors:
  
  - Matte Black
  - Matte Blue
  - Matte Grey
  - Matte Green
  - Matte Turquoise
  - Stainless Steel
  
  For the apron, you can choose from the following designs:
  
  - I RUB My Meat
  - #1 Dad
  - Try My Sausage
  - Nice Rack
  
  Please let us know your preferences, and we'll proceed accordingly. Thank you for your understanding and patience!

• Initial Complaint

  Date:06/26/2024

  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 #GR543313 placed on 6/12/24 for Fathers Day gift. I have asked twice now to have this order cancelled and my money refunded. I paid for Standard **************************** (Ships Next Business Day) on 6/12/2024 and my order still has not shipped. I have tried to call customer service and no answer and have sent 3 emails via their website and email address listed to have my ordered cancelled/refunded. Still no product to date and no refund. Please reference previous request ****** Thank you, *************************** ORDER #GR543313

  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 your order was successfully canceled and refunded last 06/29. 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

   
  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. During the refund process the company also offered a discount coupon if I wanted to order in the future, which I believe is a positive customer service offer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/26/2024

  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 an order on 6/8/24 and paid $10.98 in shipping fees. It is now almost 20 days later and my order still has not shipped. I reached out to customer service on 6/19 and was told: 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. As of now, we've hired more team members in our shipping facility as well as in our customer service department to ensure everyone is taken care of. You will receive a tracking link by the next week at the absolute latest. The vast majority of orders will be fulfilled during this period. Again, thank you so much for your patience with us as we're still a growing company, and we're adapting to the demand increase.I have since requested my order be cancelled and refunded and customer service has not responded to two additional follow up emails. I want my money back!This company is obviously a scam if you look into the reviews and comments on their social media. They should be shut down!

  Business Response

  Date: 07/03/2024

  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. 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: 07/03/2024

   
  Complaint: 21903615
  
  I am rejecting this response because:

  prior to you shipping my product I requested no less than 5!! times that my order be cancelled and refunded. I do not want your product. I want my money back - keep your awful product!! Also the fact that you are claiming that you are a first responder owned business is unsubstantiated and insulting to all first responders that actually have integrity.

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

  Business Response

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/25/2024

  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 with metal brush head from Grill Rescue w/ next day shipping. ********************************** hand and I have had little to no response from their support team. Multiple other customers are complaining on their social media pages about not receiving items that they paid for, including myself. They stated that the package is ready for shipping, but has not shipped.

  Business Response

  Date: 07/03/2024

  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 June 29th. 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: 07/03/2024

   
  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:06/25/2024

  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 purchased on June 9, on June 14th i followed up on shipping and I was told that the order is slightly delayed and that by end of week i would receive a tracking number. Followed up again on June 21st and was told that the order is still being processed and will be notified once it is shipped. As of this complaint on June 25th there is still no change in shipping status or tracking number provided. I have tried to call the phone number listed numerous times and all i get is a message that no one is available to answer. In my email on June 21 I asked for someone to call me and provided my phone number and still no response. I have purchased multiple items from this company but this last experience is horrible and frustrating. No product, no tracking info and no one calling back. All i get is an email response that order is delayed.If the product is not available then it should be not be offered as avialbele on the website.

  Business Response

  Date: 07/03/2024

  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 1st. 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: 07/03/2024

   
  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:06/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7th, 2024, I placed an order through Grill Rescue on their business website for two products. My credit card was immediately charged for the amount. I received an automated e-mail stating that I would receive a tracking number once the order was fulfilled. It is now June 25th 2024 and I have respectfully requested an update from Grill Rescue utilizing their "contact us" option with no resolution. I have not yet received any e-mail confirmation that my order was fulfilled or shipped. All I have received were several automated e-mails stating that they are experiencing overwhelming orders and cannot meet demand. This is unacceptable. I have been patiently waiting for my order, which I have confirmed payment record, and I have not received what I paid for, and no further communication from them. They also state on their website that they immediately answer phone requests, but all that is received is an automated message that they are not taking calls at this time.

  Business Response

  Date: 07/02/2024

  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 June 29th. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 07/15/2024

   
  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:06/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on June 10, 2024 for a grill grate **** with additional head. I paid for expedited shipping, to ship the next business day. It has been 14 days and still has not shipped. When I contacted the company I was told they were overwhelmed with orders and it would ship by June 21 at the latest. I requested a refund of the additional shipping charge (for next day shipping). I received no response. It still has not shipped. I sent another follow-up and received no response. I called the help line and it won't even allow you to leave a message. Had I known I would not receive the product for weeks I never would have ordered it.

  Business Response

  Date: 07/02/2024

  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 June 28th. 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: 07/02/2024

   
  Complaint: 21895980
  
  I am rejecting this response because I would like a refund of the amount I paid for priority shipping. I paid for it to be shipped next business day and it wasnt shipped for over two weeks.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/05/2024

  Hi ******, 
  
  I completely understand. With this, I've successfully refunded the amount of $12.84 back to your bank account. Please allow 3-4 business days for this refund to appear.
  
  Again thank you for being a valued customer, and we appreciate your patience during this time.  

  Customer Answer

  Date: 07/08/2024

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