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:10/04/2024

  Type:Product 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 dealing with Weber trying to get a replacement auger motor for over 2 months. I have a smoke fire grill which has already been replaced once due to the first one breaking almost weekly. The second one has had multiple issues as well and now Weber does not know when the auger motors will be back in stock and have been telling me that it will ship within a week for over a month. The most recent call I had with ****** ***************** manager) ended with the claim that the motor would ship by October 4th but I texted Weber today and it is still out of stock. I have also been repeatedly told that the order management department would call me to explain the situation but I have never received a call from that department and have been told they do not have a direct phone number. When trying to call and talk to ****** today the customer service phone number immediately disconnects any call coming in. I tried over a dozen times with 3 different phone numbers. Weber has also discontinued the model grill that I have and their new model uses completely different parts so when I asked about that being the cause of the supply chain problems the customer service agents were evasive with their answers. At this point I want a refund for the grill or a replacement grill of the new model Searwood to replace the Smokefire.

  Business Response

  Date: 10/08/2024

  A member of the Weber
  Customer Service Management team spoke with Mr. Ryan 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. Ryan 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.

• Initial Complaint

  Date:10/03/2024

  Type:Product 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 September 25, 2024 I placed an order on *************************************************************** for a new grill and grilling accessories that totaled $2,623.23. The next morning I found that charge on my bank account, as well as additional charges from ************************** in the amounts of $344.26 and $324.79. Thinking this was some form of fraud, I went back to confirm my weber order and saw only the one purchase under my account. I searched for their customer service number and immediately called in. The representative I spoke with told me this was a pre-authorization hold, standard on all ************************** purchases and that I should have seen the notification before placing my order. They could not direct me to any notification on the website and I did not see one when attempting to place another order. After a long hold time, they hung up. I called back, spoke to another representative, got the same information, and asked to speak with a supervisor. After an 18 minute hold to be transferred, I was hung up on again. I was then contacted days later by a supervisor, ******, via email who scheduled a call with me. On this call, I confirmed that weber places a pre-authorization hold on all ************************** purchases, regardless of transaction amount. She directed me to a search bar where I found one article stating the "If youre seeing a duplicate charge on your account, it is likely a preauthorization hold from your banking institution". This does not state anything about weber's confirmed pre-authorization policy. I believe it is bad business, dishonest, and illegal to place a pre-authorization hold without notifying consumers prior to completing the transaction and would like ot see some form of restitution offered by weber for stress and time, as well as a change to their policy which would require them to notify consumers of the pre-authorization policy prior to purchasing. Also worth noting, my previous, smaller purchases from ************************** have not resulted in any pre-authorization holds on my account.

  Business Response

  Date: 10/08/2024

  Weber
  Grills appreciates the opportunity to address Mr. Lewis's concerns. The company
  acknowledges the frustration he experienced regarding the pre-authorization
  holds and apologizes for any confusion caused by these temporary charges.  As explained to Mr. Lewis during his
  interactions with our customer service representatives, the pre-authorization
  hold is a standard practice that helps ensure the availability of funds for the
  purchase. This hold is not an additional charge and typically drops from the
  customer’s bank account within 3-5 business days, depending on the financial
  institution. While it was communicated that this practice occurs, Weber
  understands Mr. Lewis’s desire for clearer upfront notification on the website.
  Additionally, Mr. Lewis's initial order was processed correctly, and the extra
  charges were not related to any fraudulent activity or intentional
  overcharging. In light of this situation, Weber appreciates Mr. Lewis's
  feedback, which will help improve our communication with future customers. Mr. Lewis 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.

• Initial Complaint

  Date:10/01/2024

  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.

  Had Many Problems since new. Burner failure, Electronics, Replacement Parts on Back order. Not honoring there Warranty by not suppling Parts so that is why I want my money Back. Spent money and don't have money to replace unit and no Smoker to use. No Happy with this company. They say also that there is a different policy for Americans as compared to Canadian customers. They should not be allowed to sell in ****** if they can't back there product

  Business Response

  Date: 10/04/2024

  A member of
  the Weber Customer Service Management team spoke with Mr. Slusarenko 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. Slusarenko 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.

• Initial Complaint

  Date:09/22/2024

  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.

  Dear Better Business Bureau Representative,Subject: Complaint Regarding Weber **** and Request for Warranty Support Hello. My name is ****** *****. I am writing regarding Webers disregard for my warranty claims and service requests. In 2019, I purchased a Weber Spirit E-310, 3-************************* Grill, Part Number ********, Serial Number *********. Within the first twelve months following purchase I began encountering failures of critical components necessary for the safe and reliable operation of the grill. Awaiting Webers reply, I had a little option replace the ignition system, propane hose, manifold, cabinet/housing panels, control knobs, and most recently the burners. Put simply, Ive had to limp the grill along for years, however it has now reached a point where I can no longer safely/reliably operate the grill.I have made numerous attempts to contact Weber regarding these issues and requesting service and warranty support. Weber **** has not once replied to any of my attempts. Politely, I am asking for the BBBs assistance with this matter.

  Business Response

  Date: 09/28/2024

  A member of the Weber *************************** team spoke with ******** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. ******** 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:09/13/2024

  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.

  we got a new grill in July of this year and finally got the chance to assemble it at the beginning of September. Upon trying to assemble the grill, many pieces of the grill were missing. I called Weber support and they provided me the missing pieces. One of the pieces, an ignitor switch, was on backorder and to this date, I am still waiting on that. Further, upon receiving the missing items from Weber under the warranty claim and going to install them, I was further surprised to know that the manifold for the grill is broken and that the prong that the sear burner k*** sits on is broken as well. I was told that the piece is also on backorder with no *** on arrival. At this point, I am requesting that Weber send me a new grill. I am unable to use my grill and should not be waiting weeks to find out when Weber will send me the missing pieces. They have full grills in stock, and thats what they should send me considering all of the missing items.

  Business Response

  Date: 09/18/2024

  A member of the Weber *************************** team spoke with *********** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve the situation. *********** 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:09/10/2024

  Type:Product 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.

  Grill Is hazardous Leg and wheel felt off company *** fused to adknowlge I gave photos the grill is trashed I dont want parts

  Business Response

  Date: 09/12/2024

  Weber Grills acknowledges ******************** concerns regarding the safety of her grill, specifically wheel issues. We have made multiple attempts to connect by phone and email, and have also provided our direct management teams contact information to offer a reasonable solution. To resolve this matter effectively, a conversation is necessary. We encourage **************** to provide a convenient time to speak so we can address her concerns comprehensively and work towards a satisfactory outcome.

• Initial Complaint

  Date:09/09/2024

  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.

  On 09/09/2024, I purchased a Weber grill from *********** The product appeared to be in good condition, and I fully assembled it, including attaching various accessories. After connecting the propane tank, I discovered that the grills gas valve (likely the regulator) was defective, rendering the grill unusable. I can't fit it back in my car to return.Upon contacting Weber customer support, I was informed that the replacement part is currently backordered and was ordered under Order Number: *********. The representative advised me that there is no estimated timeline for when the replacement part would be available.Problem:I am extremely disappointed with this outcome for the following reasons:Product Quality: I purchased this grill expecting a high-quality product from a reputable brand, only to find it unusable due to a broken part upon the first use.Inconvenience: After fully assembling the grill and accessorizing it, returning it to the store is no longer feasible. I now have a grill that cannot be used, with no solution in sight.Lack of Resolution: Webers only proposed solution was to send a replacement part that is on backorder. This is unacceptable as I should not have to wait an indeterminate amount of time to use a product I just purchased.

  Business Response

  Date: 09/11/2024

  A member of the Weber *************************** team spoke with **************** 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. Jumper 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:09/04/2024

  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.

  Purchased a Searwood 600. After 3 uses, the digital control pad went black screen and the grill does not function. I contacted Weber warranty and have not heard back in over 2 weeks other than someone will contact me. I have called and emailed several times only to be told that support will contact me. Meanwhile, my brand new, never used $900 grill remains unusable.

  Business Response

  Date: 09/05/2024

  A member of the Weber *************************** team spoke with **************** to discuss the situation surrounding his Weber and apologized for his experience with the unit. Appropriate actions have been taken to resolve this complaint. **************** 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:08/20/2024

  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.

  Weber is not being responsive to a warranty claim relative to a replacement part (Lid Assembly) for a gas grill still covered under warranty. The part is covered by their Warranty, but they are noncommittal in when they will be able to provide it (it appears that the part was last used in grills manufactured in 2007, and Weber, despite repeated requests, is unable to advise when [or for that matter IF] the part will be available - all they advise is that it is out-of-stock and needs to be manufactured).The grill is non-functioning without the part.I tried to resolve this within Weber, but ***************** again, won't advise as to a date of expected manufacture/arrival, AND **************** has not responded to my requests for a point-of-contact within Weber to whom to elevate my problem for resolution.

  Business Response

  Date: 08/21/2024

  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 this complaint. Mr. Row 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: 08/22/2024

   
  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.  
  

  Webers prompt response and resolution is in keeping with their reputation for outstanding customer service.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/07/2024

  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.

  After purchasing a new Weber gas grill I started experiencing an intermittent problem with starting it. Sometimes it would start and work beautifully and other times, nothing. No gas entering the chamber. I called Weber customer service, only to be informed that they would not send a technician to check the product, as is guaranteed in their warranty, until I hired a professional to inspect my homes plumbing and certify that the appliance is connected properly and receives adequate pressure. So, I hired an appliance repair company, at my own expense, to come and certify that the grill is connected and getting gas. My technician came and diagnosed the problem as a bad check valve that is also covered in Weber Stephs warranty. After reaching out to Weber to apprise them of the current situation via an in depth email, with the required documentation provided, I received no response. The last time I tried to start the grill, nothing. I had relatives over and looked like a dirtbag with a crappy grill and 16 useless prime steaks. It was the week of my daughters wedding and its all I can remember about the event. I will never let this drop.

  Business Response

  Date: 08/08/2024

  Weber sincerely apologizes for the frustrating experience ************** had with his Weber grill. We regret any misunderstanding regarding the warranty coverage.  Our  Weber warranty does not include on-site service or sending technicians for in-home grill inspections. The owner's manual outlines troubleshooting steps and procedures, typically involving sending replacement parts when covered issues are diagnosed. The check valve referenced by ************** is part of his homes natural gas piping, not the grill. Improper setup of a natural gas pipe connection can cause gas flow issues. A member of the management team has spoken with ************** and has worked towards a resolution.  
   Again, we sincerely apologize for the overall experience ************** encountered with his natural gas grill. ************** has been provided with a direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs further assistance.