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Business Profile

Grill Cleaning

Rescue LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grill Cleaning.

Reviews

Customer Review Ratings

1.09

Average of 67 Customer Reviews

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Review Details

  • Thomas C

    Date: 07/07/2023

    Thomas C

    Date: 07/07/2023

    Grill Rescue is not playing fair to ita customers. Placed a order on June 18th and waited patiently for a shipment update. On June 30th, I sent a email requesting a refund and cancellation of my order, as the reviews and comments regarding shipping have proved I wasn't going to see my order anytime soon. A few hours later I get a Shipment update from Grill Rescue. The following dayuly 1st I get a email stating they apologize, another plea for forgiveness and refusal of refund "as they have already shipped the item". Today July 7th the shipment is still in pending pick up with DHL. I have worked as a shipping lead before and know that DHL would have already been dispatched to pick up the item or have been awaiting for the package to arrive to them already. This is not a carrier delay but Rescue LLC is hiding behind the fact they have issued a "label" for the order and can't refund. If Grill Rescue wanted to make things right they would have cancelled orders requested and offer some sort of refund/discount on orders that are now 15 days or more delayed. Their only offer for refund is to "refuse" the package and have it sent back which will further delay refunds, if the package even makes it back to them since it's a DHL Last ************ shipment. Meaning **** will receive the package from DHL and deliver to me. Very poor responses from Rescue LLC publicly and privately, leaning hard on their first responder owned business. Which is sad to use that crutch as a plea to over look that they have ran numerous promotions since the time I've ordered. Selling the item at "50% off" but don't even have anything to ship. I also hear the product is not preforming well and I fear if I keep the items I will be even further disappointed. Hopefully they make things right there and will warranty their products they can't seem to ship.My advice is for them to STOP taking orders and get things right!

    Rescue LLC

    Date: 07/10/2023

    I want to extend my sincere apologies for the frustration and inconvenience you have experienced with your recent order from Grill Rescue. I completely understand your disappointment in the delays and the subsequent confusion regarding the shipment status.


    First and foremost, I want to clarify that our shipping department operates independently from our customer service team. It appears that the label for your order was printed for fulfillment and shipped before we could process your request for a refund and cancellation. I understand how frustrating this must be for you, and I'm truly sorry for the confusion caused by this oversight.


    Please know that we are actively working on packaging and delivering a large volume of orders, which has resulted in some delays in shipping. We are fully committed to fulfilling all orders as quickly as possible, and we deeply regret any inconvenience this has caused you.


    To address your specific concerns and find a suitable resolution, I kindly ask that you reach out to us directly via email at ********************************* We value your feedback and want to ensure that we address your concerns promptly and appropriately. Our team is dedicated to resolving this matter and providing you with the best possible customer service experience.


    Once again, I want to express my sincerest apologies for the delay in shipping and any frustration this has caused. Your satisfaction is of utmost importance to us, and we are committed to making things right for you.


    Thank you for your understanding and for bringing this matter to our attention. We genuinely appreciate your patience and look forward to resolving this issue to your satisfaction.


    Best regards,

  • Mark M

    Date: 06/28/2023

    Ordered (GR355150) my kit from Rescue LLC on June 13th. Status has said ordered for the last 2 weeks with no updates on processing or shipment. Tried to email and call with no response. Paid over $11 for shipping, and my card had been charged for the product as well. Very poor customer service.

  • J. A

    Date: 06/27/2023

    J. A

    Date: 06/27/2023

    Absolutely awful customer service and product. After waiting 23 days to receive my order I finally had a chance to use it. The product failed after the first use! According to the companys website they offer a 30 day money back satisfaction guarantee. However when I contacted them to initiate the return process they stated that this only applies to NEW UNUSED products. Exactly how is a consumer supposed to know if a product works without trying it?! That doesnt even make sense!

    Rescue LLC

    Date: 07/27/2023

    Hello J,

    I hear you and understand the complaint.  I'm looking into the issue with the return process as we do offer that guarantee.  Please email me directly, and I'll get you taken care of.

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

  • Victoria D

    Date: 06/26/2023

    Victoria D

    Date: 06/26/2023

    I ordered this item for Father's *** gift and as of today (6/26/23), have not received it, although I did receive an email asking how I liked it! I responded to that email and then emailed last week again asking for a refund. NO RESPONSE. This was not an inexpensive gift and I'm afraid that they will just disappear and not take care of their responsibilities. Will definitely check the BBB listings prior to purchasing anything like this again. I assumed that it would be a reputable company given their "mission".

    Rescue LLC

    Date: 07/27/2023

    Hello ********,

    Please email me directly and I will get you squared away with a solution you're happy with.  I apologize for the negative experience you've had and will be sure to make things right.

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

  • SHANE M

    Date: 06/25/2023

    SHANE M

    Date: 06/25/2023

    Order processed quickly..crickets since. Sure were quick to take my money, and yet to produce any of the products purchased. Quite disappointed. Just send my items!!

    Rescue LLC

    Date: 06/26/2023

    Hello *****,



    I agree on the disappointment.  It's on both sides of the transaction.  You didn't get your items in a timely manner and we failed to have adequate staffing and notification systems in place to let our customers know once we were getting behind.



    Your feedback is accurate and appreciated.  



    If you send me your order number, I'll see if I can find an additional solution to remedy some of this situation.



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

  • Carrie L

    Date: 06/24/2023

    Carrie L

    Date: 06/24/2023

    They charge you but don't process the order for weeks. ******** services is awful. This company seems like a scam.

    Rescue LLC

    Date: 06/26/2023

    Hello ******,

    I totally agree that as of now, that IS what customers would see from our company.  I can assure you we aren't a scam, but we are delayed in processing orders and delayed on customer service responses.

    We've hired more staff to handle the influx, but it's all reactive instead of proactive.

    We are learning and making changes still as we're a new company.  We don't have everything right, but we're working to get there so our customers only have positive experiences.

    Thank you so much for your feedback.

  • Julie S

    Date: 06/21/2023

    Horrific customer service. No response. Prices change every day. One day 15% off then another day 50%. Took 3.5 weeks to ship. I ordered 5/29 for fathers day received 6/19 the day AFTER. When I made an inquiry the week prior it took over 24 hours and they never offered to expedite ship at their expense so I could receive in time and be satisfied m. Then TODAY they sent me an email asking for my support on reviews because FB/IG is threatening to shut them down due to every singe customer being dissatisfied. What possible incentive is there? Some lousy 15% coupon? So I can purchase more? They should be shut down. Horrible!!!! They should get no stars. There is no way they can receive my forgiveness. They had 3 WEEKS to make it right and dropped the ball. SHUT THEM DOWN

  • Jan P

    Date: 06/21/2023

    Wish I had looked at BBB before I ordered and my credit card was charged. Still have not received my order although an email reply said it should ship early this week. For the amount of shipping they charge, it should not take this long. Will try to get a refund.

  • Lauren B

    Date: 06/18/2023

    Lauren B

    Date: 06/18/2023

    They do not process orders in a timely manner, even when you pay for same day processing. In addition, their customer service is atrocious. I am disputing my order with my credit card company.

    Rescue LLC

    Date: 06/19/2023

    Hello ******,

    I understand your frustration.  We're working to get through this delayed processing as quickly as we can.  We've hired more customer service agents to make sure our customers are being responded to as quickly as possible.  We've hired more team members in the warehouse to get orders out quickly to keep up with our increased demand.

    This is 100% NOT the experience we want customers to have when transacting with our company.

    I have refunded you your shipping charge in full.

  • Kristina J

    Date: 06/17/2023

    Kristina J

    Date: 06/17/2023

    I place an order on 6/1/23 as a Fathers Day gift and it is now 6/17/23 and I still have no update as far as a shipping confirmation. I feel that this is completely unacceptable and you had no issues taking my money. It seems from other reviews that this is a common practice. This is something that should be advertised on your website when ordering. False expectations of a timely shipment is fraudulent and misleading. This business should be fined and/or shut down unless they can operate more efficiently and not at the expense of hard working customers who expect to receive the items they purchase. This is an embarrassment to all firefighters out there and I truly hope that they are getting the money that this company claims to be donating. That, in itself, should be investigated.

    Rescue LLC

    Date: 06/19/2023

    Hello ********,

    I understand and hear you completely.  As of now, it doesn't look good whatsoever on our company.   We have experienced a huge influx of interest in our products this year that we're adapting to and growing with.  We've hired more staff for our customer service team as well as our fulfillment center to keep up with demand.

    Your order has already been shipped and is en route at the moment.

    I refunded your shipping and you should be receiving a confirmation email shortly.

    Sincerely, I personally apologize for the negative experience you've had while we're going through this growth.  It's not the message or feel we want customers to have when buying from us. 

Rescue LLC is NOT a BBB Accredited Business.

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