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: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.

• Initial Complaint

  Date:06/12/2024

  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 contacted Weber-******* ********** on April 26th to request assistance with a Weber Genesis ***** that rusted inside the body and severely inside the hood of the grill - photos and original letter attached. The material Weber opted to use has severely rusted out making it unsafe to use for cooking as rust can fall onto food being grilled.Rather than respond, Weber simply ignored the communication and never responded to my request that they replace the entire grill or at a minimum supply a new top for free due to poor metal that should not have been used for grilling consumable food.

  Business Response

  Date: 06/18/2024

  Weber appreciates the chance to address ********************* concerns about his Weber ******* ****** We apologize for any inconvenience he has experienced and are committed to ensuring his utmost satisfaction with the grill moving forward. To address his concerns, our Resolution Team reached out to facilitate a discussion. After reviewing the photos, we agreed that replacing the grill lid and lid handle was appropriate. Replacement parts have been ordered and are being sent to ******************. Our goal is to ensure he can resume grilling with his Weber ******* without further inconvenience.We value ********************** feedback and appreciate the opportunity to resolve this matter. For any further questions or issues, we encourage him to contact our customer service resolution team directly. 

  Customer Answer

  Date: 06/18/2024

   
  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:05/30/2024

  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.

  This is a warranty issue. I purchased a Weber grill in 2014 with a 25 year warranty on the cookbox. I have sent them pictures and explained in detail the damage. They are refusing to honor their warranty even though the damage to the cookbox prevents me from securing the heat shield which according to them is necessary for the grill. I have tried their customer service several times and even tried their corporate number. If you cant resolve this issue,my next step is to file a complaint with the Illinois Attorney General consumer division. Thank you very much for your help.

  Customer Answer

  Date: 06/01/2024

  
  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:05/29/2024

  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.

  Bought a new Weber Genesis ***** Grill. It was installed by PC **************** Grill was not operational. There was no grill temparature displayed. None of the smart features were working. Called Weber technical support. When I finally got through to a human (took 2 days of calling) they could not help since it was a new grill and only a special team could handle those calls. I have waited a week and no one got back to me. The wiring on the smart hub was dangling and not connected. The right door didnt close. What a poor quality product. We couldnt use the grill for Memorial Day barbecue or days after. There is no one at Weber who can help.

  Business Response

  Date: 05/31/2024

  A member of the Weber *************************** team spoke with **************** to discuss the issues surrounding his newly ordered Weber ******** We sincerely apologize for the customer experience he received and for the unassembled parts that prevented the grill from being used upon delivery from the retailer. **************** 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: 06/03/2024

   
  Complaint: 21776402
  
  I am rejecting this response because Weber did not offer to refund or fix the defective grill. They indicated that it is up to the merchant.  Also, although a rep contacted me they never provided a telephone number.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  Weber's *************************** team made it a priority to reconnect with **************** today to discuss the challenges surrounding his recent purchase of a Weber Genesis ****** We deeply regret the frustration caused by the unassembled connected technology wire for the smart hub display, and we understand how disappointing this experience must have been.  We also apologize for the initial response time that it took for customer service to reengage with **************** in order to effectively resolve the situation.  

  We are pleased to learn that the retailer has replaced his grill, and we hope **************** enjoys many years of grilling pleasure going forward. The issue has been resolved, and we trust that **************** will appreciate the complimentary accessories provided. Rest assured, we remain committed to ensuring his satisfaction, for years to come.Should he have any further questions or concerns, we encourage him to reach out directly to our management team.

  Customer Answer

  Date: 06/19/2024

   
  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:05/27/2024

  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 spirit bbq a little over a year ago. It worked great until I started have gas leak type issues. The bbq would make a hissing sound near the burners and then ignite violently causing the grill to catch on fire. This happened 3 times and on the 3rd I had to use a garden hose to put the whole bbq out. I contacted Weber regarding this after I was told I could not return the item to **********. Weber had me explain and send pictures regarding what happened. They then responded saying it was a gasket issue on my propane tank( which is not the issue as it does not leak) and that the cook box was dirty( which is charred because I didnt touch it after the last fire that occurred). They then offered to send me replacement parts free of charge which is fine, but I dont trust this bbq anymore and I would like my money back. Whats to say that replacing some parts doesnt fix it and it catches my house on fire or I get a thermal injury because of it. Seems like they are just trying to close this issue as quick as possible and deflect the liability on their faulty product.

  Business Response

  Date: 05/31/2024

  A member of the Weber *************************** team spoke with ****************** to discuss the issues he experienced with his Weber grill. We sincerely apologized for the frustrations and inconveniences he faced. To ensure he receives the best support moving forward, we provided him with a direct contact number for a Weber *************************** team member. If ****************** has any further questions or needs additional assistance, we are here to help.

  Customer Answer

  Date: 06/03/2024

   
  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:05/24/2024

  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 trying to get a replacement propane regulator and thermometer replacement for a Q1200 grill I own (warranty registered and active) for the last week (Serial Number #**********. The grill is less than a year old and already has a cracked rubber gasket on the propane regulator which is LEAKING PROPANE and is an extreme fire/safety hazard. The thermometer is fogging up and I can barely read it. The customer service representatives keep requesting documents and photos which I have already uploaded multiple times. Each time I reply to an email, a new overseas representative takes 24 hours to respond to my request and has no record of my previous discussion with other representatives. An email chain with 10+ emails has been going on with no resolution. I was promised a new propane regulator for my grill and each time I submit the required documentation, they ask for more which I have already uploaded. I need Weber part number ***** for my grill for it to work properly. I would also like a new thermometer, but customer service informed me that "It's normal for the thermometers to fog up and have condensation buildup". I am extremely dissatisfied with Weber's overseas customer service agents and the ** chatbot as opposed to having USA based customer service which would understand concerns and solve them efficiently. It is impossible to use my grill's warranty due to the incompetence of the current customer service. If this issue isn't resolved, I will never purchase a Weber product again and will put an effort into sharing my experience via reddit, ******** social media, and word of mouth.

  Business Response

  Date: 05/30/2024

  Weber apologizes for the frustration that ************** experienced with his Weber Q1200 and the initial resolution offered.   A member of the **************** Specialist team spoke with ************** to further discuss his concerns and resolved the situation.  ************** was provided with the direct contact information to reach a Weber **************** Specialist if he has any further questions or needs further assistance.

  Customer Answer

  Date: 05/31/2024

   
  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:05/10/2024

  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 Summit S-470 grill in 2022 at a cost of approximately $2600. I noticed that it used more propane than my prior S-470. When I contacted Weber I was given multiple instructions to check the tank, valve, hose, etc for leaks-nothing turned up. Then I was told it might use more fuel than my old one-curious! a couple months ago one of the burner valves began rotating beyond 360 degrees and tank was shutting down detecting a leak. I contacted customer service- a misnomer- and was told I had to send photos of the manifold. I explained that to do so would require disassembling the grill which is not required by the warranty. After receiving odd emails that my inquiry was marked Resolved, I received an email of an order for a new manifold. Then a follow up that it was out of stock. That was almost a month ago. When I inquired about the status I received an email that a parts team member would be in touch. I then got a team members email saying that I would receive an update. Nothing since then. I am regretting my purchase of a Weber. They have changed for the worse.

  Business Response

  Date: 05/18/2024

  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 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:05/09/2024

  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.

  Purchased Weber Spirit II E-310 3-Burner Liquid Propane Grill, Black May 1, 2024 from Amazon ORDER # ***-5386323-9697057. ***** arrived damaged May 5. Contacted Weber directly, was told "a replacement" would be sent to me since it was under warrantee. Damage with at the hinge on left side with torn metal. Left side of lid cracked both at plastic and metal. Received just lid and base parts w/o any of the gas assembly installed. Called Weber again and was told "it was policy" just to replace the parts. Even though when the damaged grill arrived, gas assembly was already installed. I was expected to disassemble the gas burner assembly the re-assemble it in the new part. This is a safety issue and I will not disassemble a gas burring assembly that was done at the factory for the customer. ********************** told me that was all they could do even as grill was under warrantee. Was told supervisor would tell me the same thing. Thus, my complaint. Warrantee not fulfilled.

  Customer Answer

  Date: 05/13/2024

  
  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:05/06/2024

  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.

  I purchased a Weber Smokefire (2nd gen) in 2021. Last month I submitted a warranty claim for flavorizer bracket supports. I filed the claim on the Weber website which said I would receive a response in 24 hours. After two weeks of no response from the company, I received an email stating they had not heard from me and I had a week to contact them or the claim would be dropped. I immediately informed them that I had not received previous correspondence from them and I was unsure how to reply to the latest request for response. The next day I called the customer service line and told them my problem. They told me the part was covered under warranty but was back ordered and they had no idea when they would be available. They put in an order and told me I have to wait. Ive heard nothing since. Also, the day after speaking with customer service a different individual contacted me saying they needed pictures of the part, but according to the person on the phone it was all taken care of. *** Im left unsure if I have parts on order and if so, when I can expect them. Meanwhile Im unable to enjoy my grill as the parts are critical to operation.

  Business Response

  Date: 05/10/2024

  Weber sincerely apologizes for the inconvenience caused by the delay in shipping Mr. ******* order. Our team has made two attempts to reach *************** to provide updates on the shipping status and offer our apologies for the delay.  Voicemail messages were left detailing when the parts are expected to ship. As of today 5/10/2024, the flavorizer bar brackets have been delivered. Additionally,we sent a follow-up email containing this information along with the direct phone number of our supervisor, should **************** wish to discuss this matter further or require any additional assistance.