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:08/06/2024

  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 have been a Weber consumer since 2004. I purchased my 3rd Weber Grill in 2020. In July of 2024, we experienced a major grill fire that severly damaged the grill and caused a major threat to life and property. Through examination from a professional, we determined that the fire was caused by a faulty regulator. I went through the steps to call in a replacement as per my warranty. This took 3 weeks to reach the correct representative. I was told that the fire was a "heat event" and my fault because I hadn't maintained my grill. I explained that it was far from the truth. The representative wasn't hearing that. I also told him that the regulator was faulty and caused the "heat event", as he put it, and he didn't even discuss sending me a new regulator, at the very least. He made no attempt to resolve the issue. I asked for a manager and he tried to give me another replacement specialist. He refused to give me the name of a manager and has suppossedly turned my complaint over to that department. What I would like is a replacement grill or other type of compensation for this horrible incident

  Business Response

  Date: 08/08/2024

  A member of the Weber *************************** team spoke with ******************** to discuss the situation surrounding her Weber and apologized for her 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 she has any further questions or needs further assistance.

• Initial Complaint

  Date:08/06/2024

  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 XL 600. On initial burn-in the grill entered shut-down mode and indicated E02 which is a fan error. The grill cannot be used as this code is not defeatable. I am on day 5 of waiting for someone from Weber to either assist further in diagnosing the issue or sending me a replacement part. I have called and texted several times only to be told that support will contact me. Meanwhile, my brand new, never used $1200 grill remains unusable.

  Customer Answer

  Date: 08/06/2024

  
  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:08/05/2024

  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.

  My two year old Weber summit Grill blew up on me due to a faulty manifold. I called them a month ago was told manifold was on backorder would be in end of July. I called them again to find out that it is still on backwater due inmate August they will not give a definitive answer on any of my questions or what they will do if again in mid August the part does not come in. Supervisors and all Im getting is the runaround and not one of them can give me a straight answer looking at other reviews. It seems this is an ongoing problem with their manifold at this point if the part is not come in by mid August I want a new barbecue, cause I should not have to wait two months, for part

  Business Response

  Date: 08/14/2024

  Weber sincerely apologizes for the frustration and inconvenience ********************** experienced with his grill and customer service interactions. **********************'s *************************** team regrets any miscommunication and the delays in resolving his grill issue. A member of the *************************** team spoke with ********************** 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: 08/17/2024

   
  Complaint: 22096874
  
  I am rejecting this response because:
  Finally received part but received damaged it is now two months and still no resolution now being told they do not know when replacement part will be shipped this is not acceptable 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/20/2024

  Weber sincerely apologizes for the frustration and inconvenience ********************** experienced with his grill and customer service interactions. **********************'s *************************** team regrets any miscommunication and the delays in resolving his grill issue. A member of the *************************** team spoke with ********************** 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: 08/26/2024

   
  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.  Weber management team has more then satisfied The resolution of my problem I again thank them for all their help. 
  
  Sincerely,
  
  ***********************;

• Initial Complaint

  Date:07/27/2024

  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 purchased a Weber Smokey Mountain 22.5" from Amazon on June 2nd, received it on June 7th. When I performed my first "cook" on it I noticed the lid "snapped" into place when pushed down. This is not how my other smokers from Weber behave but I thought perhaps it's an improvement. At the end of the cook I could not remove the lid from the now hot smoker. I had to remove the hot food through the door. I reached out to customer support and took pictures/measurements/per the request of the first reply. Correspondence after that required follow-up messages from me. They agreed to send a replacement lid and quickly "solved" my ticket before it arrived. When the new lid arrived it also had the same problem. I replied to the "solved" ticket (as it instructs if there is any following questions) and got no reply, so I had to create a NEW ticket. They responded with the same pre-prepared picture/measurement request, I had to message several times to get a reply, they agreed to send a new center-section (which was back-ordered) and when it finally arrived, I still had the same exact problem. Again, they "solved" my support ticket before the new center section arrived and never replied to follow-*** to the original ticket.Again, I created a third support ticket to get them to reply, received the SAME request for pics/measurements, told them I had done all this already and was instructed to call. The person on the phone seemed helpful, asked for pictures, I requested to please just send me a lid/center-section that is confirmed to "match" and I will gladly send the original parts back. He told me he would follow-up in email after talking to his team. The next day I received an e-mail instructing me to move spacers around on the smoker along with a diagram illustrating this, but this smoker has no spacers, and the diagram depicts an entirely different product. I have not been able to get a response from this person and my ticket is once again marked as "SOLVED" when it isn't.

  Business Response

  Date: 07/29/2024

  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.

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22053528
  
  I am rejecting this response (for now) because:
  

  The BBB has given me 7 days from the time that Weber replied to respond to the latest correspondence and declare whether or not I am accepting/rejecting the response. 7 days would be tomorrow (Monday) and the parts required to resolve my issue were originally scheduled to arrive on Tuesday. As soon as the parts arrive and I can verify that they will work I will happily update my response.
  
  Thank you

  Business Response

  Date: 08/06/2024

  A member of the Weber *************************** team spoke with **************** to discuss the situation surrounding his Weber and apologized for his experience with the unit.  As of 08/05/2024 the needed replacement parts have been delivered. **************** 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: 08/06/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2024

  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 purchased a weber grill- e310 spirit 2, about 6 years ago. The grill has a 10 year all parts warranty. I called weber grill for problems I was having- gas not distributed properly, and ignitor not working properly. They sent me a new ignitor system, and new gas distribution pipes to fix the problems. When attempting to replace these parts, the "control panel" as they call it, broke while unscrewing the screws that were in it. I called them back, they asked for pictures of the broken part of the control panel which is the s**** receptacle part. They acknowledged the problem and told me they would send me a new control panel. Instead they sent me a small box of screws that I dont need. I called back to have them send the control panel, and now they are denying my claim saying the control panel isn't broken "enough " even though they already acknowledged it was, and sent me parts(wrong ones) to fix it. Now I can't install any of the parts they sent me to fix the original problems. I am looking for them to send me the control panel that I need as my warranty covers ALL parts. Without this part I can not secure the control panel to the face plate as it was before this issue.

  Business Response

  Date: 07/31/2024

  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:07/25/2024

  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 Weber traveller which is still under warranty. The regulator has stopped working and Weber claims the part is out of stock so will not ship it to me. They will not exchange the grill as their warranty is for parts only but the part is out of stock which is just ridiculous. Now I have to miss entire barbeque season because they are committing warranty fraud!

  Business Response

  Date: 07/29/2024

  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:07/23/2024

  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.

  Transaction 7/11/2024. We spent over $1300.00 on a new Weber slate36 griddle and accessories. This is our 6th major product purchase from Weber Grills. We have been satisfied customers over the past 20 years. We have only had one issue and that was shipping damage over 14 years ago; when I called customer service they shipped the new replacement part immediately no questions asked. Good example why we were loyal customers. When our new ********************** griddle arrived we discovered the cover was not correct and would not fit. ( it is for the older model 36 griddle) We have called customer service (obviously off shore as they are very hard to understand) 3 times with promise of a call back in 2 hours. This is day 4 and they told us the supervisor said they could not help us and it will take ************************************************************************** no other phone number they could offer.

  Customer Answer

  Date: 07/26/2024

  
  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:07/17/2024

  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 grill still under parts warranty. Told that three parts need to be replaced. Two in stock, part *****, part ***** which I received, but valve/regulator assembly ***** not in stock, back ordered. So I am unable to use my grill til that part comes in. The problem with Weber is that they call this order complete, as they addressed all issues BUT IT ISN'T COMPLETE UNTIL I GET THE PARTS. Said well it is summer, does that mean that they are not keeping up with their stock supply. Some of their parts made in *** but others from *****. Their consumer complete looks well arent they grand, but complete is not until I get my part. Have been waiting, not heard from them and now it is July 17.Order placed on July 5.

  Business Response

  Date: 07/22/2024

  A member of the Weber *************************** team spoke with ************** to discuss the situation surrounding her Weber and apologized for her 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 she has any further questions or needs further assistance.

• Initial Complaint

  Date:07/12/2024

  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 opened a warranty support claim on June 23, 2024. My grill got very hot and the plastic pieces in the grill melted and were on the floor of my deck. The controls were stuck and had to be forced off, and the ignition system quit working. I have sent over a dozen pictures, a video, and proof of purchase to Weber, and now three weeks later still no resolution. I have called multiple times and cannot get anyone to respond. Weber customer service has gone completely downhill. I cannot recommend the company anymore. They used to stand by their products.

  Business Response

  Date: 07/15/2024

  Weber sincerely apologizes for the delay in resolution and any frustration caused by our customer service team. A member of the ********************** *************************** team spoke with ************** to discuss the situation surrounding his Weber grill and to express our regret for his overall grilling experience with the unit. We have connected with ************** and worked with him to come to a resolution. ************** was provided with the direct number to reach a Weber *************************** team member for any further questions or assistance. 

• Initial Complaint

  Date:07/03/2024

  Type:Delivery 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 6/11, I ordered a rotisserie for my Weber Spirit II grill. When the order arrived, the rotisserie was for a different grill model. On 6/23, I contacted Weber via their website, explained the issue and requested exchange instructions. Their response on 6/24 told me I had the wrong part and after two more emails, tell me the price of the correct part. As of this evening, they have not told me how to exchange the incorrect part.

  Business Response

  Date: 07/08/2024

  Weber apologizes for the inconvenience ****************** experienced with his recent order of a rotisserie for his Weber Spirit II grill. We understand the frustration caused by not receiving clear instructions on how to proceed with exchanging the incorrect part. A member of the *************************** team connected via phone call with ****************** to further discuss his concerns. Our team has worked to resolve the situation appropriately and has provided a direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs assistance.

  Customer Answer

  Date: 07/08/2024

   
  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.

  Thank you for your assistance,

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