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:07/02/2024

  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.

  Purchased a Weber Spirit E-210 gas grill on May 9th for $449.00 plus tax. I received it and shortly after notices the grill grates were defective, I contacted support on or about June 10th when I noticed the defect.They responded asking for pictures and claimed they sent out new grill grates under warranty.I have received nothing, I have sent probably 10- 15 emails asking for updates and they promise shipment and their concern team will follow up and nothing, They did send a case solved email and did absolutely nothing, First time buyer of an expensive product and horrible customer service and experience .Case #********

  Business Response

  Date: 07/08/2024

  A member of the *************************** team has made several attempts to reach Mr. ******* by phone, but unfortunately, we have not been able to connect directly, and voicemails have been left with detailed information. We have expedited a new order for a replacement set of cooking grates. We sincerely apologize for any inconvenience caused. ***************** has been provided with our customer service management team phone number, should he have questions.  We would be happy to discuss this matter further should Mr. ******* see fit. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21934972
  
  I am rejecting this response because:

  How did it come to this, why did it have to escalate to this level because of your poor contracted customer service?

  I will accept the results when the original grates are replaced. I have been in contact with ****** and she is helping, but you have IT issues with email confirmations on shipping as well as other issues. Obviously a mismanaged company.

  This whole experience has been unacceptable for such an expensive product. I cannot believe that you treat customers this way, almost with a firewall of incompetent customer service reps.

  Once this is resolved this will be the last Weber product I will buy.

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

  Business Response

  Date: 07/11/2024

  Weber sincerely apologizes for the inconvenience and frustration ****************** has experienced. We acknowledge the challenges encountered with our customer service. Our team has expedited a replacement order for the cooking grates, which as of 7/10/2024 have been delivered. We sincerely apologize for any inconvenience caused. 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: 07/12/2024

   
  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:07/01/2024

  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.

  I purchased a Weber Spirit E-210 grill from an authorized retail store on June 21st, 2024. Upon halfway assembling the grill, I found that one of the parts (left hand panel) was damaged out of the box. I called Weber customer service and they agreed to send me a replacement. I received the replacement one week later on June 28th, 2024, however, the part was incorrect. It was a different revision of the part I had needed.The problem with the part is that my grill has a "short" rear panel, but the replacement only fits a "tall" rear panel.I spoke to a customer service representative who suggested ordering another replacement part, then spoke to a second customer service representative to double check the part as I believe the replacement would have had the same issue. This representative told me the "short" rear panel is the "new" revision, and that they would have the part "double checked" to ensure I'd be receiving the correct one.July 1st, 2024 I received a *cancellation* email for the replacement part, and when calling in, have been told that the part I need is actually the old version and is no longer available! They have told me to wait for a call back from "order management" in the next 1-2 days, but I have been extremely disappointed.I have been without a working grill for a week and a half, and it clearly won't be resolved before the 4th of July, not to mention my warranty time is getting eaten up due to Weber not providing me with the correct part to assemble the grill.Weber needs to provide me with the updated parts to complete my grill, including the revised rear panel, and a revised right hand panel.

  Business Response

  Date: 07/08/2024

  Weber sincerely apologizes for the inconvenience ************ experienced with his recent purchase of the Spirit E-210 grill. We understand the frustration caused by receiving incorrect parts and the delays in resolving the issue. 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: 07/29/2024

  Hi, I wanted to update complaint 21928353 with Weber-Stephen Products LLC as resolved. The company reached out to me to resolve the issue and I am satisfied with the result. I appreciate the BBB's support in getting the problem solved.

  
  

  Thank you,

  *****

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service 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.

  The paint around the center ****, which shows the temperature setting, is flaking off. Weber will not cover this under warranty even though their warranty policy covers all parts for 10 years. Weber is not honoring their warranty policy.

  Business Response

  Date: 07/01/2024

  Weber deeply regrets the issues ************* experienced with the control panel on his Genesis ****** We understand his disappointment with the printed decals coming off over time, and the inconvenience it incurred. A member of the *************************** team connected via phone call with ************** to further discuss his concerns, and provided the direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs further assistance.

  Customer Answer

  Date: 07/01/2024

   
  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:06/28/2024

  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 ordered a grill on May 29, 2024. I got a call 2 weeks ago from a delivery company, ****, saying they had my grill and we're delivering the following day but nothing came. I tried calling the number on the email to contact, several times, with no answer. I called Weber who told me the grill was in transit with SEKO so had to call them. They gave me excises and said they had to figure out what happened but nobody ever called me back. A few days later I called Weber back and they said they would try and find out and call me back, but no call back. I called a third time and they said the same thing but, no call back. I called last Friday and finally said enough is enough when they told me they didn't know what was going on and **** wouldn't answer their calls. I spent an hour on the phone while the person. "Processed" a refund and emailed my shipping labels for the accessories I received. I told him I just wanted refunded for the grill and he said 3-5 business days. It's been a week and no refund. I called Weber again just now and after **************************************************************************************************** back. Wait! What? So they never processed a refund and they had no way to transfer me? He said someone would call me back. I've heard that before.

  Business Response

  Date: 07/03/2024

  Weber sincerely apologizes for the inconvenience ************ experienced with the delivery and refund process of her recent grill purchase. We understand her frustration and regret the lack of timely communication from both Weber and SEKO. We can confirm that her refund has been processed. A member of the *************************** team connected via phone call with *********** to further discuss her concerns, and also provided the direct number to reach a Weber ******** Service Supervisor if she has any further questions or needs further 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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/27/2024

  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. I had it less than 3 years, always covered. I was having some vets over for a cook out and wanted to power wash under my grill. When I went to move it, it sloped at the front. Upon examination, the caster had rusted through. I had to get an immediate replacement, which I did (not a Weber). I had to pay a man $50.00 to haul it to the dump. I would like some sort of compensation for having to replace a grill that was supposed to last more than 3 years. BTW: have you ever thought about an ABS base? Also, they are virtually impossible to get a hold of on the web to complain. I tried calling and was hung up on. WHAT A COMPANY?????

  Business Response

  Date: 07/01/2024

  Weber deeply regrets the issues ******************** experienced with his ********** Grill. We understand his disappointment with the rusted caster and the inconvenience it incurred. We're also sorry to hear about the difficulties in reaching our customer service team. ******************* has been provided with our customer service management team phone number via voicemail and email.  We would be happy to discuss a satisfactory resolution upon his return call.

• Initial Complaint

  Date:06/25/2024

  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.

  On September 29th, 2017, I purchased a Weber ********** Grill model #E-310 LP from *************** And on October 1st, 2017, I purchased a Weber Gas Grill Cover from Esbenshades Garden Centers. I have attached proof of purchase for your review.I filed a warranty replacement claim for the grill cover and was never shipped a replacement cover.I also filed a warranty claim for the gas burners and never received replacement burners.Recently, I attempted to use my grill again after been deployed out of the country for over three years and it has literally rotten/rusted without much use. However, the gas grill has been covered and inside a vehicle garage. Now the gas grill is completely out of service and must be recycled. It was not the support and quality that I expected from a Weber-******** Product. The serial number of the gas grill is: *****

• Initial Complaint

  Date:06/22/2024

  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.

  My father purchased a Weber ******* II series grill for me on July 21, 2020. The grill has been working great until recently. I was cooking a meal using high heat one night and I believe the grill experienced a 'burn-thru'. The temperature gauge stopped working and the inside of the grill appeared charred. This shouldn't have happened as I was cooking within appropriate temperatures provided on the gauge. Each time I try to contact Weber customer service, a different rep is handling my case. It's extremely frustrating since we bought Weber for their customer service and product reliability. Weber serial number is *********

  Business Response

  Date: 07/01/2024

  A member of the Weber *************************** team spoke with **************** to discuss the situation surrounding his Weber grill and apologized for the overall grilling experience with the unit.  **************** 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:06/21/2024

  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 S-315 Spirit Grill from Lowes on 6/19/24. I brought the product home and completed the 2nd step of the instructions putting it together when we found that the bottom panel was bent and could not go any further. I called customer service immediately and was told that only after sending her pictures, she would be able to send me a replacement part in 7-10 business days or earlier if I was willing to pay for it. To say I was unhappy is putting it mildly. After explaining that I had only had this grill for 15 minutes and would be more than happy to return it to purchase a different brand, she said that she would send me a replacement part with no cost to me and I would have the part by either Friday or Saturday at the latest. Its now due on Monday by maybe 8:00 pm. When I contacted customer service, I was told that I could have had it earlier if I had paid for it.

  Business Response

  Date: 06/28/2024

  Weber apologizes for the frustration that ************ experienced with her new Weber grill and our warranty claim process regarding the out of box concealed damage to the bottom panel. As of Monday 6/24/24 the new bottom panel has been delivered per ***** tracking. A member of the *************************** team reached out to ************ to further discuss her concerns and left a voicemail providing the direct number to reach a Weber ******** Service Supervisor if she has any further questions or needs further assistance.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21882849
  
  I am rejecting this response because: it was really not a response. Basically it was to tell me that there is nothing wrong with how anything was done and I should have just paid the fee to have the part overnighted to me like their other customers. I explained that I felt that due to Webers poor workmanship on a brand new grill 
  that I had literally owned for a total of 15 minutes that I should not be responsible for paying anything, it was explained to me that this was Webers warranty policy and that there was nothing that could have been done.

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

  Business Response

  Date: 07/03/2024

  We sincerely apologize for any inconvenience this has caused. A member of the *************************** team has made several attempts to reach ************ by phone and email, but unfortunately,we have not been able to connect directly, and voicemails have been left with detailed information. We again sincerely apologize for the misunderstanding that took place upon ordering the replacement part. ************ has been provided with our customer service management team phone number and we would be happy to discuss a satisfactory resolution upon her return call.

• Initial Complaint

  Date:06/14/2024

  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 placed an order on May 05, 2024 at weber.ca for a grill. After placing an order I noticed ********** had a similar grill with more features so I opted to purchase the better one. On May 06, 2024 I contacted Weber to cancel the order. After the agent on the phone confirmed your order will be cancelled and a refund will be issued in 3-5 business days. To may surprise a few days later I received the grill and payment was taken out. I contacted Weber to rectify my issue. It took me 2 weeks to get a shipping company from Weber to pick up the grill on May 24, 2024 however I have still not received my refund. Everytime I contact them they say someone will get back to me and then no one does. Numerous phone calls and emails have not resulted in my money back. I hope this can help!

  Customer Answer

  Date: 06/18/2024

  
  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:06/13/2024

  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.

  I own a Weber grill and it is 7-8 years old. I decided it was time to order some replacement parts and to rebuild the interior of the grill (the cooking grill, the warming shelf, the burners and what they call the flavorizer bars. I did so and received the parts which cost about $249.00. I started trying to replace the parts and discovered the grill could not be repaired as it and deterioration to a point of no repair.Within a few days I started the process of trying to return the parts. Weber customer service has been giving me the run aound for 3 weeks. They claim they sent me a return label but I don't have it. They refuse to send another.

  Business Response

  Date: 06/19/2024

  A member of the *************************** 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.  We have credited ************** for his order, and he does not need to return the parts. ************** was provided with the direct number to reach a Weber **************** Supervisors if he has any further questions or needs further assistance.  

  Customer Answer

  Date: 06/27/2024

  Complaint: 21848819
  
  I am rejecting this response because: Weber refused to send me the 3 mailing labels I needed to return the items. They did finally send one label. I told them specifically it would take 3 labels. Nevertheless I did return all 3 items to Weber via ****** It cost me $84.00 to do so. I did call their supervisor and spoke of the problem. At no time did they ever tell me not to return the parts. They did provide a refund, but I still had to pay $84.00 to even get that done. Weber's customer service is terrible and to make matters worse they are dishonest and willing to do anything but help a long time customer like me.
  
  Sincerely,
  
  *********************;  

  Business Response

  Date: 06/28/2024

  We sincerely apologize for any inconvenience this has caused. A member of the *************************** team has made several attempts to reach ************* by phone and email, but unfortunately, we have not been able to connect directly, and voicemails have been left with detailed information. We have processed a credit for ****************** order and did inform him that he did not need to return the parts. ************** has been provided with our customer service management team phone number and we would be happy to discuss a satisfactory resolution regarding the out-of-pocket expenses for the ***** labels upon his return call.