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:07/01/2025

  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.

  Date of transaction: December 2 2021 Serial number ********* Under Warranty. Grill was lightly used and on a covered porch so it looked in very condition and estimated use was maybe 25 times. Part that failed was regulator has a small crack which leaked gas and ignited during ignition Damages were to the outside of grill and the plastic flip tray - melted Fire was approximately 3 ft tall and would not extinguish by turning off the gas k*** Portable propane canister was brand new and was directly being burned by the fire. It is a miracle there was not someone injured as there was an immediate violent flame that burst under the regulator. Consumer help from weber offered me a new regulator or discount on a new grill which amounted to about 60 dollars approximately. Due to the violent nature of the event I do not feel comfortable installing a new valve on this grill and also this does not replace the plastic melted tray that is attached. I made this known to Weber and they did not reply to that point. I asked if I could obtain a $244.00 credited toward another item since I no longer am able to get the Q2200 as it is discontinued. The consumer help from Weber declined this request..

  Business Response

  Date: 07/02/2025

  A member of the Weber Customer Service Management team spoke
  with Mr. Bohon on 7/02/2025 to discuss his dissatisfaction and apologize for
  the customer experience he received. Appropriate actions have been taken to
  resolve this complaint.  Mr. Bohon was
  provided with the direct number to reach a Weber Customer Service management
  team member if he has any further questions or needs further assistance in the
  interim. 

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23542238, and find that this resolution is satisfactory to me.
  
  

  They offered me a replacement that was sufficient. 
  

  
  
  
  
  Sincerely,
  
  
  
  Ray Bohon

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my grill for over $1700 in 2022. I contacted their customer service a number of times since (inconsistent temperatures, side burner not working, grill momentarily caught fire, not staying lit). On 5/30/25 I was provided a new manifold and was advised that was the issue and if it did not work to contact Weber and they would likely replace my grill. Manifold replaced and same issue continued until Weber decided to now send a LP regulator. This still did not work instead wanting to replace my burners, which the other two customer service agents confirmed was not the issue. Nonetheless, they placed an order for new burners which are now on backorder. Additionally, a work order was made by Weber for a company to replace these parts and check on the grill. However, with no timeline for when these parts will be back in stock, no work order can be fulfilled, and Weber is unable to provide any accommodations clearly in violation of their Warranty. Two supervisors ***** and then ***** were spoken to and both refused to provide a replacement grill, refund or any other accomidation. Both of them were advised that per my owners manual, that a replacement grill is warranted. They refused and claimed that it was above them and I would receive a phone call back, which I have not. They would only provide me an email ********************************** which appears to be their general inbox. Per page 4 of the owner manual "WARRANTY HANDLING / EXCLUSION OF WARRANTY WEBER will, upon investigation, repair or replace (at its option) a defective part that is covered by this Warranty. In the event that repair or replacement are not possible, Weber may choose (at its option) to replace the barbecue in question with a new barbecue of equal or greater value. " In my opinion, Weber has defrauded me as a customer by providing a warranty that they are refusing to stand behind and therefore has negatively financially impacted me.

  Business Response

  Date: 06/18/2025

  A member of the Weber Customer Service
  Management team spoke with Mr. Resetar on 6/15/2025 to discuss his dissatisfaction and apologize for the
  customer experience he received. Appropriate actions have been taken to resolve
  this complaint.  Mr. Resetar was
  provided with the direct number to reach a Weber Customer Service management
  team member if he has any further questions or needs further assistance in the
  interim. 
  

• Initial Complaint

  Date:06/09/2025

  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 place an order on a grill, never got order confirmation. I placed a second order. I noticed two charges. Contacted Weber about the first order. Was able to find it based on ***** tracking to my address on file. **************** said both order at the time were already shipped. He said h*** contact ***** to stop and return to Weber. Ive included email. Item was stopped in ***********, it was returned to Weber with new tracking. All in photos included. I called today 6/9/25 wondering why I havent been refunded. When told me because packed is in transit still. I told her to relook at ***** to see it was delivered 5/27/25 at 1:02pm signed by *.****. She argued with me. I had to hang up and call back because she refused to let me talk to someone else. Ive been on the phone for over 1 hour trying to resolve this. All they say is it has to be investigated. Im so incredibly disappointed in the compsny support team.

  Business Response

  Date: 06/18/2025

  Weber-Stephen Products has made multiple attempts to contact the consumer by both phone and email regarding the matter of the double credit. As of June 10th, a credit has been issued and should now be reflecting on the consumer’s card statement. Should the consumer have any further questions or concerns, they are welcome to reach out to the Weber Management Team for additional assistance by calling the phone number provided.

• Initial Complaint

  Date:06/02/2025

  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.

  Ive had the grill for 3 months. Received an E04 error I called twice and each time I am told I have to keep waiting for a call back. The brand new grill is not useable. Id like the part fixed or grill replaced.

  Customer Answer

  Date: 06/03/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:05/15/2025

  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.

  On the week of April 28, 2025, my Weber Genesis ***** caught on fire from the ignition module. My understanding that there is a heat protection plate that should prevent the ignition wire/harness from fires. All the plastic parts caught on fire (harness, the shielding on the wires, the ignition module harness, the control k**** plastic melted, the circular grommets on the door that holds the magnets). It was a good thing that my daughter saw the fire or my deck would have caught fire as well.I submitted an online request for replacement parts as it was only 6 years old and had a 10 year warranty. That was all I wanted and wasn't seeking any damages or anything. I got no response.I called on May 1st and sent in all photos, videos and described exactly what happened. Until May 15, I cannot get a hold of anyone nor has anyone stated that my replacement parts are shipped.

  Customer Answer

  Date: 05/21/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/01/2025

  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've purchased 2 June ovens from Weber.They have shut down support for the product - it does not work as ************ of the ovens has a potential safety issue (noise coming from convection fans).The other has a problem with the wifi chip that prevents it from connecting/being updated.When I contacted support, they told me they could not offer replacement parts, additional troubleshooting, or anything to resolve the situation and simply apologized for the inconvenience. This is not an acceptable resolution, as I spent around $1000 on this equipment.I would like a replacement for one of the ovens.

  Business Response

  Date: 04/04/2025

  A member of the Weber *************************** team spoke with Mr. ***** and walked him through troubleshooting steps. It was also explained that we do not carry replacement parts for the June ***** Since the unit has been out of warranty for over two years, no further action can be taken regarding this complaint. Mr. ***** was provided with the direct contact number for a Weber *************************** team member should he have any additional questions or require further assistance.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23145664
  
  I am rejecting this response because:
  
  My problem is that this product is possibly unsafe to use now and I cannot replace or repair it, even if it's out of warranty.

  I just want a solution that involves money back or a replacement product, even if I have to pay for it.

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

  Business Response

  Date: 04/16/2025

  We appreciate Mr. ***** taking the time to share his continued concerns.
  As previously mentioned, a member of the Weber *************************** team personally spoke with Mr. ***** and walked him through all available troubleshooting steps. It was also explained during that conversation that Weber does not carry replacement parts for the June ***** and that the unit in question has been out of warranty for over two years.
  While we understand Mr. ****** frustration, there is no additional support we can provide through Weber regarding this product. However, if Mr. ***** has concerns about the safety of the unit, we recommend discontinuing its use immediately.
  Mr. ***** was provided with the direct contact information for a member of our *************************** team, and we remain available should he have further questions.

• Initial Complaint

  Date:02/08/2025

  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.

  My Weber Grill is still under warranty. It is no longer safe to use due to holes and rust in vital parts. I have emailed Weber with pictures of the parts that are under warranty that I need replaced. Weber asked me to send the photos. They are no longer responding to my request for replacement. I called the customer service number and no one answers and there is no voicemail. I would like the parts for my grill so that I can use it safely. OR I want a new grill.

  Business Response

  Date: 02/12/2025

  A member of the Weber *************************** team spoke with Ms. ******* to discuss the situation surrounding her Weber and apologized for her experience with the unit. Appropriate actions have been taken to resolve the situation. Ms. ******* was provided with the direct number to reach a Weber *************************** team member if she has any further questions or needs further assistance.

• Initial Complaint

  Date:01/06/2025

  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 want to start by stating that, until this point, my experience with Weber has been positive. However, I am now disappointed with how the company has addressed my recent issue. My grill suffered an electrical short that caused the ignitor cable to catch fire. While Weber replaced the ignitor cable, the circuit board and screen remained inoperable.Its important to note that the grill went out of warranty only a few months before this incident. However, as I conveyed to the representative, we had previously replaced electrical components, which justifies my expectation that this should be covered. Identifying the short fault will be nearly impossible, and I firmly believe that Weber should take responsibility by replacing the circuit board and ********* Serial Number is UA *******

  Business Response

  Date: 01/13/2025

  A member of the Weber *************************** team spoke with Mr. ****** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. Mr. ****** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.
  

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 just got off the phone with *****, and she is refusing to send a replacement grill, after their Weber grill caught on fire and caused damage to our house. I was told that due to us not having the product anymore for their company to access that they can not send a replacement for it. Your product malfunctioned, we used the grill at 4pm the night before, and at 7am the next morning the grill and cover were in flames as well as our house. I sent over the fire report, photos of the damage etc. It is not my fault that due to kids playing in the backyard, all the fire damaged items had to be removed from our property. My husband is a disabled veteran, who got the grill as a welcome home gift after being deployed. I just wanted to have the grill replaced for him. I wasn't going to go after the company for making a faulty product, cutting corners and making the grills cheaper then they used to. I simply wanted a replacement. I am trying one more time to see if your company can work with me on this request.

  Business Response

  Date: 11/25/2024

  Weber appreciates the opportunity to address Ms. *********** concerns regarding her Weber Griddle 36 and the unfortunate fire that caused damage to her home. Weber is deeply committed to customer satisfaction and to ensuring the safety and quality of its products.

  It is important to note that Webers ability to fully evaluate this situation is limited due to the absence of the physical grill and the lack of detailed pre-incident photographs. The consumer advised that someone came and removed the big pieces of the grill and remaining debris. While the photos provided depict significant fire damage to the property, they do not conclusively establish that a Weber product caused the incident. Without the opportunity to inspect the grill, Weber is unable to assess its condition prior to the fire, further complicating a comprehensive evaluation.
  

  The consumer has asserted that the grill was not in use at the time of the fire. It should be emphasized that Weber grills are rigorously tested and certified to meet the highest safety standards, including **** certifications. A Weber grill cannot spontaneously ignite. The circumstances described by the consumer suggest three possible scenarios:
  

  1.The grill was inadvertently left on.
  2.A grease fire occurred within the grill after it was turned off.
  3.The grill was placed too close to combustible materials while still hot, igniting nearby items.
  

  Each of these scenarios reflects a failure to follow the safety instructions and warnings outlined in Webers Owners Guide, rather than a defect or malfunction of the product.
  

  Webers safety guidelines clearly state that grills must be operated and stored with at least 24 inches of clearance from all combustible materials, including the sides of buildings. Based on Ms. *********** account, the grill was placed directly against the house after use, which likely contributed to the property damage. Additionally, it is important to highlight that flames require three elements: an ignition source, fuel, and air. If the grill had truly been turned off, the fire could only have resulted from residual grease inside the grill or improper storage near combustibles before the grill had sufficiently cooled.
  

  While Weber deeply regrets the property damage caused by this incident, the fire was not caused by any defect or malfunction of the grill. Weber stands by its original evaluation, which is supported by the consumer's account and the circumstances surrounding the incident.
  

  As a gesture of goodwill, and while under no obligation to do so, Weber renews its offer to provide a replacement grill at a discounted price. This resolution is both fair and reasonable, given the lack of evidence of a product defect and the fact that the grill was not in use at the time of the incident. Weber sincerely hopes that Ms. ********** will accept this offer and return to enjoying Weber products safely.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22573937
  
  I am rejecting this response because: the fact that the company feels they have no obligation to replace the grill because I no longer have it, is unfathomable. I sent the fire report which states the grill was the main point of fire. The grill was NOT directly against my house, which I have send photos as well showing where the grill was. I sent photos of what i had showing the legs of the grill and the wheels burnt. I answered phone calls about the situation, emails. I have done everything Weber asked but your option is a discount less then what your black Friday sale has the price at. It's clear your company doesn't appreciate their customers. There are so many grill options out there and we will make sure to never shop your brand again. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 11/28/2024

  Weber-Stephen Products LLC appreciates Ms. *********** continued engagement regarding her concerns. Weber understands the frustration that can accompany a situation like this and remains committed to addressing her claims thoroughly and professionally.
  While ************* asserts that a fire report was sent identifying the grill as the main point of fire, Weber has not received any such documentation.Additionally, the photos referenced by Ms. *********** including those allegedly showing burnt wheels and legs of the grill, have not been provided to Weber. The photos submitted to Weber do not contain evidence of damaged grill parts. Instead, the metal frame components visible in the provided images belong to a ride-on childrens car. This absence of critical evidence has significantly limited Webers ability to assess the situation comprehensively.
  Weber would also like to emphasize that even if a fire report were provided, such reports often reflect observations made by firefighters. While firefighters are highly skilled and possess exceptional expertise in containing and extinguishing fires, they do not have specialized knowledge of how barbecue grills operate or what occurs during a thermal event involving a grill. Without the physical grill for analysis, Weber cannot validate such claims or determine the root cause of the incident.
  Weber recognizes that Ms. ********** has made efforts to communicate her concerns through phone calls, emails, and the submission of some photographs. However,without the physical grill, the fire report, or detailed images of the alleged damage to the grill, Weber remains unable to substantiate claims that the fire originated from a Weber product or that it resulted from a defect or malfunction.
  After thoroughly reviewing the information provided, including photos, the narrative submitted by the consumer, and the circumstances surrounding the incident, Weber stands by its original evaluation and resolution. The grill did not malfunction. Its important to note that at Weber, its our goal to ensure that everyone has a positive experience with our products.  That can only occur when the instructions and warnings outlined in the Owners Manual are followed. In order to resolve this matter, and return a loyal Weber customer to safe grilling, as a goodwill gesture, while under no obligation to do so, Weber renews its offer of a replacement grill at a discount. This offer is more than fair considering that the original grill was not even in use when the incident occurred.  Weber has gone above and beyond what is considered to be reasonable, and we sincerely hope that the consumer accepts this resolution. 
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22573937
  
  I am rejecting this response because: I am attaching the fire report to my claim. The photos of the fire I sent are where the fire started, where the grill was located. I sent photos of the bottom of the grill as well showing fire damage to the wheels and legs. I am just dumb founded as to how this company doesn't stand behind a veteran who fought for this country. I have sent everything I have to prove we owned the grill, we lost the grill etc. And instead of deciding to help out, you decide to send a 20% discount, which my husband can get in any lowes/home depot for serving his country. I hope in the future you treat your heros and customers better. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/10/2024

  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 bought a Weber Smokefire XL grill and after less than 1 season of use, it quit working. I reached out to customer service and talked to them about troubleshooting. We did some together and I stated that I had already a lot on my own. It wouldnt heat up to cook. They had all the data from the app. It tracks that it wouldnt heat up. Obviously they knew it had many issues, as you can see they discontinued it. I spent over $1700 on it and bought my husband all the accessories to go along with it. I am extremely disappointed in Weber and their products and customer service that I received. They knew the grill was bad. The grill is Registered under my husband *** *******.

  Business Response

  Date: 10/15/2024

  Weber sincerely apologizes for the inconvenience Ms. ******* has experienced with her Weber Smokefire XL grill. We understand her frustration, especially given the significant investment she made. A member of our *************************** team has attempted to contact Ms. ******* by phone but has been unable to connect directly. We have also reached out to her via email and are currently awaiting her response.
  In addition, we have provided Ms. ******* with a direct contact number for a Weber **************** Supervisor, ensuring she has a dedicated resource for any further questions or concerns. We look forward to hearing from Ms. ******* and hope to resolve the matter to her satisfaction soon.