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:11/11/2022

  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 in July this year spending a good amount of money only used it 5x exact and already not working I went ahead and file a claim got the part and still grill not working I called on 11/11/2022 spoke to ****** put me on hold and then hung up and called 4 more times for it not to get resolve either get me a new one or return my money back

  Business Response

  Date: 11/12/2022

  Weber apologizes for the frustration that ******************** experienced with his Weber Smokefire.   A member of the *************************** team spoke with ******************** on 11/12/22 to further discuss his concerns and resolved the situation.  ******************** was provided with the direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs further assistance. here...

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18392157
  
  I am rejecting this response because: I am still waiting for for the phone call for the company is gonna be picking up the old grill and getting my new grill shipped out or delivered to me which is I am still rejecting it until it is fixed or exchange
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/23/2022

  A member of the Weber *************************** team has been in contact with ******************** about his grill and working on the next steps with him to resolve.  

• Initial Complaint

  Date:11/02/2022

  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.

  We have been dealing with Weber for three years now on a $3,000.00 grill we purchased from Lowes. Dating back to the original complaints with them and we have years of emails to back our claim. Weber dealing with big box stores and not providing the proper education to them especially on high end grills should not be allowed. The right and left hand should be in the same page and they clearly are not.When we first purchased this grill, we we told that it could be converted to a *********** grill if we chose to. This is not true.So after deciding to go with the Weber brand, we ordered the grill and were having a grilling station build on our patio to which the grilling area we built around the specs of the grill that Weber had provided us. So this was a custom fit slide in grill. Well after receiving the grill which propane is the fuel source, we needed it for a party and used it accordingly. From the start, the grill had issues. Burners are invented, hit spots all over the grill, burners would ignite as they were suppose to. Essentially a $3,000 piece of scrap. Weber sent me some parts that I changed out but still its a piece of scrap. Fast forward to this Spring, I had a conversation with a meme Dr from Management, and she said they would replace the grill with either a propane or natural gas of our choice. I told her I wanted to wait a few months to get a hate ring expert out to see wheat we would need to do to run an additional gas line. Now that we know what we want, it is impossible to get a live person to return a call. Their phone number is a voicemail, and you leave one and no one calls you back. Im beyond disappointed with and get further frustrated with Weber, yet as I keep my mouth shut as their grill is a focal point in our back yard oasis our back yard we built. Everyone loves that shiny boat anchor but all wonder why I only cook on my smoker. Please help!

  Business Response

  Date: 11/05/2022

  A member of the Weber *************************** team attempted to reach ************** by phone, but was unsuccessful with making any direct contact. Weber has also reached out to ************** by email and is awaiting his response. Appropriate actions will be taken to obtain the necessary information to conduct a proper investigation into this matter. We hope to hear from ************** in due course.

• Initial Complaint

  Date:10/11/2022

  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.

  5 years ago I bought a Weber grill with a full 10 year warranty from the manufacturer. A couple of months ago the grill was ************ that pieces started falling off. I contacted them on 9/16 and they sent me a few parts. I attempted to repair it, but the corrosion was so bad that the grill collapsed. and the propane burners became compromised. At this point the grill was no longer repairable because it would require replacement of every part except the propane hose.On 10/4 I contacted them again and they told me there was nothing they could do. I asked for a discount on a new grill, but the price with the discount would be more expensive than going to a retailer and buying it at their price. I asked for a supervisor.Supervisor called today (10/11) and besides attempting to lie to me about the materials the grill was made out of (I did advise him I knew about materials), once he realized I knew he was lying he told me that the warranty would not cover me because I lived in a coastal city (nowhere in the documentation there is such statement) and that I should have stopped the corrosion (which is physically impossible)

  Business Response

  Date: 10/14/2022

  Weber apologizes for the frustration that **************** experienced with his grill.   A member of the **************** Management
  team spoke with **************** on 10/13/22 to further discuss his concerns and
  resolved the situation.  **************** was
  provided with the direct number to reach a Weber **************** Supervisor if
  he has any further questions or needs further assistance.

  Customer Answer

  Date: 10/24/2022

   
  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. I have not received the new grill yet, but it is on the way according to the tracking they provided.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/15/2022

  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 have been registering my grills through the weber site so that I may file warranty claims on defective parts or parts that were damaged, etc. i have received multiple lids, bowls, etc upon registering my grills with no problem. Some replacement parts were even damaged in transit and replaced promptly no problem. I received a Weber Smokey Mountain as a gift for fathers day last year. I registered it last month, and sent them a picture of the grill/smoker to help with registration. Per Weber, the lid, ring, and base are warrantied up to 10 years. Now they are refusing to replace my center ring on my smoker because I no longer have the proof of purchase, which I never did, as it was a gift. The ring was damaged when my children were rearranging my back patio. It was purchased last year and registered this year. Still well within the 10 year timeframe. Please advise. Thank you.

  Business Response

  Date: 09/18/2022

  Weber apologizes for the frustration that ************ experienced with the warranty part
  on his Smokey Mountain Cooker.   A member
  of the *************************** team spoke with ************ on 9/17/2022 to
  further discuss his concerns and resolved the situation.  ************ was provided with the direct number
  to reach a Weber ******** Service Supervisor if he has any further questions or
  needs further assistance.

  Customer Answer

  Date: 09/23/2022

   
  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:09/12/2022

  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.

  Warranty not being honored. Grill burners stopped working, I opened a warranty claim on 9/4/22. I was asked to supply pictures of nonfunctional parts. Pictures submitted and was told that the parts look fine and do not need to be replaced.

  Business Response

  Date: 09/14/2022

  Weber apologizes for the frustration that ****************** experienced on the warranty
  on his burner tubes.   A member of the
  ******** ****************** team spoke with ****************** on 9/13/222 to further
  discuss his concerns and resolved the situation.  ****************** was provided with the direct
  number to reach a Weber ******** Service Supervisor if he has any further
  questions or needs further assistance.

  Customer Answer

  Date: 09/14/2022

   
  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:08/25/2022

  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.

  $3000 grill, stil under warranty. Contacted Weber customer service about warranty and several parts that need to be replaced only to find a difficult person to deal with that refused to listen to my problem and did not want to replace the parts that are needed. I'm moving to a different state and will have to throw my grill in the garbage as it can't be moved in the current shape is in.

  Business Response

  Date: 08/26/2022

  Weber apologizes for the frustration that ************ experienced with his grill and our
  customer service team.   A member of the
  ******** ****************** team spoke with ************ on 8/25/22 to further
  discuss his concerns and resolved the situation.  ************ was provided with the direct number
  to reach a Weber ******** Service Supervisor if he has any further questions or
  needs further assistance.

  Customer Answer

  Date: 08/26/2022

   
  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:08/23/2022

  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 a weber grill 05/29/2020 along with a stand for $389.98 - the grill has not worked correctly since day 1 - weber sends you all these trouble shooting tips which do not work - this grill has a 5 year warranty -I want my money back so tired of them telling me to clear a gas leak

  Business Response

  Date: 08/25/2022

  Weber apologizes for the frustration that **************** experienced recently with her grill.   A member of the *************************** attempted to reach out to **************** to further discuss her concerns and resolve the situation, via email and phone on 8/24 and again on 8/25.  In order to assist further, the complaint must be directly resolved with Weber. **************** was provided with the number to reach a Weber ******** Service Supervisor to resolve this complaint directly.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17758044
  
  I am rejecting this response because:  They do nothing but tell you to troubleshoot
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2022

  A member of the Weber *************************** team spoke with **************** today 8/26/22 to discuss her dissatisfaction and apologize for the customer experience she received. Appropriate actions are being taken to resolve this complaint.

• Initial Complaint

  Date:08/02/2022

  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 have been for the past 2 months been trying to claim the warranty on a SmokeFire EX6 (2nd **** Wood Fired Pellet Grill that has not worked properly since last year. The team spoke to me last year sending me replacement parts, but the issues continued. The past 2 months I've been trying to fix the grill because "summertime grilling fever" reminded me that my grill still didn't work. The issue is that the grill will power up to 120 degrees and then turn off. It's fully updated and suspected "issue parts" have been replaced and the problem continues. Issue 1: The SmokeFire team spoke to me via text message which is a service they offer and I gave them my information. My information was spelt correctly in the text message. They put my information incorrectly in the system. It took 5 customer service agents to correctly fix the email where they misspelled the word professional which is in my email. Everytime I spoke to an agent the assured me that the issue was fixed and the email was corrected. I found out that only the 5th and final agent ACTUALLY FIXED IT.Issue 2: The SmokeFire team is closing my tickets without contacting me and listing them as resolved. I have not spoke to anyone on that team since June and tickets from the end of July trying to contact them are being marked as closed and resolved. I was told that they did not even send any message to the incorrect email let alone my real email. Issue 3: Every customer service agent I spoke to in the past week has told me to wait ***** hours and have given me a phone number that DOES NOT belong to the SmokeFire team saying that it was the direct line to the team. I found out only after calling customer service instead of warranty that the SmokeFire team doesn't even have a direct line. I am also told by every single member I come into contact with that I'm being placed as "priority escalation". I'm being told to wait ***** hours but it was been 2 months since I started trying to get this grill fixed.

  Business Response

  Date: 08/03/2022

  Weber apologizes for the frustration that ************** experienced with our SmokeFire
  grill and response time regarding the issues he is having with the grill.   A member of the **************** Management
  team spoke with ************** on 8/3/22 to further discuss his concerns and
  resolved the situation by initiating a return.   
  ************** was provided with the direct number to reach a Weber Customer
  Service Supervisor if he has any further questions or needs further assistance.

• Initial Complaint

  Date:08/01/2022

  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 a Weber Drill from Lowes in 2019. The back legs have rusted out and have made the grill impossible to use without propping it up. I emailed Weber and they informed me the grill had a 10-year warranty and would replace the parts. I have been going back and forth with them for close to a month and still no replacement parts. I have gone so far to even look up the part numbers for them, documented via email with descriptions and photos and they still keep coming back with nonsense that they need more information, or I have not responded (which I have) and STILL no replacement parts.

  Business Response

  Date: 08/02/2022

  Weber apologizes for the frustration that **************** experienced recently with the
  interactions regarding replacement parts for a grill.   A member of the **************** Management
  team attempted to reach **************** by phone, but was unsuccessful with making
  any direct contact. Weber has also reached out to **************** by email and we have expedited the replacement parts needed. **************** was provided with the direct number to reach a Weber **************** Supervisors if he has any further questions or needs further assistance. 

  Customer Answer

  Date: 08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the parts have been received. I will replace this weekend and respond once done.

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

• Initial Complaint

  Date:07/27/2022

  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 have been in touch with Weber corporate office many times over the years in regards to frustrations with my grill. On a number of occasions we have wasted so much money in food because my Genesis *** stopped working, Its been so incredibly unreliable. This occurred again during the July 4th holiday,Parts were sent to me but I cannot get this grill fixed properly. This grill has been incredibly unreliable over the years and has cost my family so much money in wasted food and embarrassing moments with family and friends when it has come time to use the grill for a special occasion.When I had a corporate contact person helping me after a certain amount of time my phone calls would go unreturned.I would like Weber to step up and make this right for me and my family.

  Business Response

  Date: 07/29/2022

  We apologize for the recent frustration that ************** has experienced with his Weber grill.  A member of Weber *************************** team spoke with ************** on Thursday, 07/28/22 to gather more information regarding his 2013 Genesis **330 grill.  Further contact was made with ************** on Friday 07/29 in which Weber and ************** discussed that a Service appointment to replace the burner tubes, and inspection of the grill for proper operation would be an appropriate resolution. Further follow up will be provided once the service call is completed.  In the interim ************** was provided with direct contact information to reach a Weber *************************** team member if he has any further questions or needs further assistance.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17632752
  
  I am rejecting this response because:
  
  I have tried reaching management since the end of last week. This grill has been incredibly unreliable over the years and my wife has voiced her opinion that she has no faith in it to have family and friends over our house for a BBQ being nervous if it will work or not.We would like to have it replaced.Sincerely,
  
  *************************

  Business Response

  Date: 08/09/2022

  A member of Weber Management was in contact with ************** on 8/8/22.  ************** has agreed to have a service agent come fix the grill for resolution.