We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Grills

Grill Dome

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grills.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/12/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 April 8 I order a FireBox Replacement, Order#******, Total cost $179.95 The part wasbroken when the box was intially opend, on 4/25/2025 i emailed customer Service and included pictures of the box and the part broken inside the box,I have attempted to contract customer service via email and voice mail at total of 12 times with no response. I am look for Grill Dome to ship me a new part,

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a BBQ grill from Grill Dome years ago. At the time they advertised a lifetime warranty on faulty parts. They have honored the warranty in the past. I made a new warranty claim in September of 2024. They responded that they would honor the claim but have yet to fulfill the request. I have atempted to contact them numerous times over the past several months but have received little response and no resolution.

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Grill Dome Infinity X2 XL Kamado - Black Solo - 22" Cooking Grill for $1,249.95 USD on June 24. 2023. Three months later I noticed the base was cracked. I contacted customer service and they refused any claim stating I didn't have the proper feet under the base. I sent them photos of the feet and after delay after delay, they agreed to send a new base if i paid $165.62 freight. I paid the freight on May 16th 2024. I called several times (number disconnected) and emailed every month and never got any reply as to where and when I might get my new base. Finally I had to ask my credit card company to dispute the charge to get my $165 back. How can they continue to operate like this? It isn't right. Now I'm stuck with a cracked $1200 grill. Everyone who sees it gets the whole story and sees why I'm so frustrated.

  • Initial Complaint

    Date:11/22/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 large Grill Dome kamado, my second one, on August 18, 2024. The salesman offered me $100 off and a half cover for the grill. The grill arrived on September 10, 2024, it did not have the half cover, 2 accessory items that were supposed to be included were not, and I have still not received my $100 discount, as promised. In addition to the order, I have inquired on September 4, 5, 14, 24 and October 2nd. On one email, they said they'd process the $100 discount shortly. My last two emails to Grill Dome have failed to even get a response. I have attached a snip-it of several emails to and from Grill Dome, and can provide more if needed.

  • Initial Complaint

    Date:01/19/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 contacted Grill Dome on June 12, 2013 to order warranty replacement parts for 2 of my cookers. After an extremely protracted delay with no parts available, I placed an order on November 1st, 2023 for the parts I needed and $300 worth of additional accessories. At the time I ordered they had a free shipping code, so I used it. GD responded to me that my order required shipping charges because of the warranty parts, so I offered to pay for them. I have been trying since Nov 2nd to do so, but they have not been able to properly invoice me shipping charges and refuse to send my items. I have received no communication for over 2 weeks now and am over 7 months into this ordeal. I'm done being patient with them.

  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ceramic from the extra large grill cracked for the second time. Grill Dome has a lifetime warranty on the ceramics. So, i called and told them. They said I need to pay for the shipping which was $88 on 5/1/23. I called on 5/4/23 and they said it would ship last week around 5/8/23. On 5/17/23 I called to check on it and now they do not answer the phone. I emailed and they do not respond. I have a cookout for Memorial Day and was trying to get it before then.

    Business Response

    Date: 05/26/2023

    This order was shipped and delivered - 

     

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

  • Initial Complaint

    Date:01/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Company is refusing to fully support their "Limited life time warranty" I have been trying to get a replacement part for 14 months and they have changed the fit form an function of the part needed but will not supply the other items needed to restore fully functionality. They are willing to only supply part of what is need forcing me to buy additional parts to restore which is against the ******** **** Warranty Act. They also are trying to enforce their current warranty terms which are materially different from the terms and conditions that were "agreed" to when the Grill was purchased in 2011. Additionally, after paying for "shipping" plus their profit on shipping they didn't ship the parts for almost 6 months.They are also claiming that registration within 30 days on their site is required with violates the law in regards to warranty terms.

    Business Response

    Date: 01/11/2023

    We have been in contact with ***************** and actually have been working with him to resolve the issues he has reported on several occasions.  We have even offered additional products to him in order to alleviate any concerns he has but he simply does not seem to be agreeable to anything.  

    First he reported a cracked firering.  We have since then provided him a firering as a replacement part.  The firering is a spacer ceramic component.  He had some concerns about the spacing of the food from the fire to the top of the ring.  So we offered a complimentary Stack to help alleviate that concern.  In addition we offered a descender and drip pan, which would ultimately augment the options and capabilities of his cooker.  He has not agreed to any of it despite offering these parts at NO cost to him. 

    We have not asked him to pay for these parts.  

    Customer Answer

    Date: 02/20/2023

     
    Complaint: ********

    I am rejecting this response because:

    Dear BBB,
     
    Please reopen Case # ********, ************** (AKA Grill dome) has not supplied the agreed upon parts (see emails below), additionally they have misrepresented this as Free of charge Replacements:
     
     
     
    As you can see I first contacted Grill dome support in November of 2021, if this is something the BBB cannot handle I have also copied the Georgia AGs office since my next action will be small claims court.
     
    Best Regards,
     
    *************************
    ************

     

    Business Response

    Date: 02/20/2023

     
    Here is your tracking number.   1ZX810F40304652378
     
    I mentioned the shipping to you on this shipment for the parts you requested would be no charge.  
     
    Best Regards,

  • Initial Complaint

    Date:07/20/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a Grill dome many years ago with a lifetime warranty.. my dome has since discolor on top and in the inshe it has 2 cracks.. When I contact the grill ****** company they told me to paint the outside black and then they started, (oh Im sure the Cracks didnt happen overnight)I have their emails. They were very rude and Unprofessional

Grill Dome is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.