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Business Profile

BBQ Supplies

Weber-Stephen Products LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in BBQ Supplies.

Complaints

Customer Complaints Summary

  • 106 total complaints in the last 3 years.
  • 37 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 putchased a smokefire pellet grill, front shelf, and grill cover for around $1250 in August of last year. The grill carries a 5 year warranty. I have experienced multiple issues with the grill that make it nearly unusable (flame outs, temperature drops, fuse failures) and have requested support several times. I have support, warranty replacement, and warranty parts cases open currently since June 26th(28 days as of today) and have recieved no support aside from one requesting firmware version info. In previous tickets that did not resolve any of the issues ive provided pictures of the disassembled pellet feed unit and other parts as requested. At this point I cant get a response at all. I simply want the grill replaced with a charcoal model or a refund. The support system in place for the smokefire is woefully inadequate and the grill is simply not reliable which is unacceptable at a $1200 price point.

    Business Response

    Date: 07/23/2022

    A member of the Weber *************************** team spoke with ************** today to discuss his dissatisfaction with the Weber SmokeFire grill and apologized for the customer experience he received.  ********************** replaced Mr. ****** Smokefire unit with a charcoal unit per his preference.  ************** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.

    Customer Answer

    Date: 07/25/2022

     
    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:07/14/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 July 14th 2022, I contacted this business because my 2 year old grill is experiencing rust on the lid, and some warping. The business has a 10 year warranty on my grill against this type of issue. I received a reply from an agent (Elishah N) very quickly asking me to send pictures. I sent pictures that were requested. The agent came back with a link to a video on how to clean my grill. I explained that the issue was not dirt, it was rust. I have not had any further contact from the company since my reply.I would like Weber to honour the warranty and replace the lid of my grill.

    Business Response

    Date: 07/16/2022

    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 resolve the situation.


    We hope to hear from **************** In due course.

    Customer Answer

    Date: 07/18/2022

     
    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,

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

Weber-Stephen Products LLC is NOT a BBB Accredited Business.

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