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Business Profile

BBQ Supplies

Weber-Stephen Products LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 107 total complaints in the last 3 years.
  • 37 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/19/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Weber Spirit E-315 Grill from *********** When I assembled it, I noticed the rear panel was shorter than the floor model and photographs on the Weber website and in the product manuals. I called Weber customer service and the rep explained that I purchased a 2024 model. They made the panel smaller to save on cost and make the tank easier to access and to see if the drip pan is full. ISN'T THAT WHY THEY HAVE A DOOR ON THE ****** I the requested that they send me the full size panel like the one depicted on their parts website. Part number 27. She said she couldn't do that. The main reason I purchased this model is that I don't like viewing a propane tank. This represents 'bait & switch' selling. Weber should ship me a full size panel and maintain customer satisfaction and loyalty

    Business Response

    Date: 04/24/2024

    A member of the Weber *************************** team reached out to ************ to address his concerns about his recent purchase of a Weber gas grill. We sincerely apologize for any dissatisfaction he experienced. Rest assured; we are committed to resolving this issue promptly. ************ will receive a full back panel for his grill as soon as it becomes available in July. It's important to note that while this part may differ due to a running change, it is still suitable and will not affect the grill's overall performance.  Additionally, ************ was provided with direct contact information for a Weber **************** manager should he have any further questions or require additional assistance.

    Customer Answer

    Date: 04/25/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and will wait until Weber ships me the regular size panel before closing things out. This complaint was not about functionality of the grill. It was about false advertising. Their customer service reached out to me but was inept. They thought my name was **** and addressed a different concern. They did offer me a grill accessory as good will gesture. I will wait and see if they live-up to their commitment

    Sincerely,

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

  • Initial Complaint

    Date:04/18/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered the Weber Spirit s-315 through Lowes. The instructions and parts list show a full back panel on the grill. Ours came with a short panel that left the back of the grill completely open. We have high winds and lots of critters in the area. A closed back is a necessity. I contacted Weber on 3/8/2024, the day I received the product. After many emails, I was told I would be shipped the full back panel that was shown in the instructions and parts list but it was on back order. Because of this confirmation, I tried using the grill. It's useless when the winds are blowing. The flames are out of control on the low setting. I was informed on April 8 that the back panel would be shipped on or around April 19. Today, April 18, I was informed that there was a design change and my back panel would not be shipped. This is unacceptable. If I was told this on March 8 when I initially contacted them, I would have returned to the store and ordered a different brand. Now, it is too late to return and I can't use due to the winds in our area. I would like the back panel as promised or a replacement grill that has a full back panel. The email string is uploaded.

    Business Response

    Date: 04/24/2024

    A member of the Weber *************************** team reached out to **************** to address her concerns about her recent purchase of a Weber gas grill. We sincerely apologize for any dissatisfaction she experienced. Rest assured, we are committed to resolving this issue promptly. **************** will receive a full back panel for her grill as soon as it becomes available in July. It's important to note that while this part may differ due to a running change, it is still suitable and will not affect the grill's overall performance.  Additionally, **************** was provided with direct contact information for a Weber **************** manager should she have any further questions or require additional assistance.

    Customer Answer

    Date: 04/24/2024

     
    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:04/12/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a charcoal grill, a grill cover and a chimney starter from Weber's website on February 20, 2024. We were charged $77.02 for the grill cover and chimney starter we ended up receiving those two items. We never ended up receiving the black charcoal grill, so we called the company and they told us it was not available in black and asked us to change the color. We ended up changing the color of the grill to blue. We were then charged ****** for the blue charcoal grill on March 1, 2024. We did receive the blue grill. Then on March 5, 2024 we received the black grill and we were charged ******. We contacted Weber and they sent a label to have the grill sent back. We returned the grill we have not received a refund yet. Myself and my husband have been on the phone 3 or 4 different times with the company to resolve it, every time they say they will send and email and call us back. We receive emails from them, but they have yet to refund us $******.

    Business Response

    Date: 04/16/2024

    A member of the Weber *************************** team spoke with ******************** to discuss his dissatisfaction and apologized for the customer experience he received.  ********************** issued credit to Mr. ********* credit card on 4/13/2024 for the return of the grill and accessories.  ******************** was provided with the direct number to reach a Weber *************************** team member should he have further questions or need further assistance. 

    Customer Answer

    Date: 04/17/2024

     
    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:03/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    To Whom It May ********* have filed a case against Weber previously in regards to a Genesis ***** that I purchased which was close to $1,000. This ***** has given me nothing but grief over time. Many ***'s have been ruined for different reasons with the ***** not working. It has caused me numerous times to not ever use the ***** for fear that something will go wrong. Weber has previously offered me give me another ***** at half price but I declined that because I didnt think it was fair that I would have to lay out any money knowing how much money was lost in meat that was ruined from the *** not working correctly and loss of enjoyment from getting to use the *** over time.That had someone come and replace parts yet I am STILL having issues with this *** and its been a horrible nightmare over time. My family has had Weber grills in the past that were always reliable but this particular one has been anything but reliable.This experience has truly ruined my *** experience that I used to love. I would like Weber to finally step up and do the right thing for me and just replace the ***** for me with a reliable model.Thank you.

    Business Response

    Date: 03/11/2024

    Weber apologizes for the frustration that ************** experienced with his grill.   A member of the **************** Management
    team spoke with ************** on 3/10/2024 to further discuss his concerns and to
    resolve the situation.  ************** was provided with the direct number to reach a Weber **************** Supervisor if
    he has any further questions or needs further assistance.

  • Initial Complaint

    Date:03/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 A FEW YEARS AGO AND **** STARTED TO APPEAR ON THE STAINLESS STEEL **** THE COMPANY SENT ME A NEW **** AND MONTHS LATER THE SAME PROBLEM OCCURRED.I CALLED THEM UP AND SENT THEM PICTURES.THEY SENT ME A LINK THAT TOLD ME WHAT PRODUCT TO USE, IT WAS CAMEO CLEANER.I USED IT AND IT SCRATCH THE STAINLESS STEEL ****.THEY TOLD ME THE ONLY TIME THAT THEY REPLACE THE **** IS WHEN THE **** GOES THROUGH THE ***** NOT TRUE. THIS COMPANY GIVES YOU LOTS OF LIP SERVICE, LOTS SHOW BUT NO GO.THANKING YOU.......***********

    Business Response

    Date: 03/08/2024

    Weber apologizes for the frustration that ************ experienced with his grill.  A member of the **************** Management
    team spoke with ************ on 3/8/24 to further discuss his concerns.   After reviewing the photo of the lid
    provided by ************, it was determined that what was thought to be corrosion,was heat and smoke stains, that can appear to be rust. This commonly happens with stainless steel lids, since the heat from inside the grill will come out
    the front and cause discoloration. With regular cleaning with recommended
    products, the discoloration can diminish, however it will never completely go
    away.  We have resolved the situation and also advised on maintenance tips to keep his grill in tip top shape.  ************ was provided with the direct number
    to reach a Weber **************** Supervisor if he has any further questions or
    needs further assistance.

  • Initial Complaint

    Date:03/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 e210 in 2021, registered etc. The front door fell of, no appearance of rust, tried to get a warranty item, stated it was no longer under warranty. You are unable to email unless you request that and have to wait for them to email you first. They have a chat funcion that *****. I had to input my mailing address three times as it was " confused". Overall good grill, NEVER had a DOOR just fall off. Probably would not buy a Weber grill in the future.

    Business Response

    Date: 03/08/2024

    Weber apologizes for the frustration that **************** experienced recently with our
    interactive chat and ordering a replacement part for his grill.   A member of the **************** Management
    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.  **************** was provided with the direct number to reach Weber **************** Management
    team if he has any further questions or needs further assistance.  We hope to hear from **************** in due
    course.

  • Initial Complaint

    Date:02/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the weber Smoke fire EX-6 and cover for EX-6 Smoke fire grill. Order # ******** for a total of $1508.99. The mother board went out the first time I used the EX 6 Smoke Fire grill. They offered to send a new mother board but would have to install myself. I declined an opted to send it back and receive a full refund. It was picked up by Seko shipping on Feb 6th and arrived Feb 16th. Weber said I would have my refund in 7-14 days. I have called twice now, and the customer service says I will receive a call from a supervisor within 24 - 48 hours. I have not been contacted by a weber supervisor or anyone for this matter. I would like to get my money back. Not sure what else to do. HELP! Weber is refusing to return my money.

    Business Response

    Date: 03/01/2024

    Weber apologizes for the frustration that ******************** experienced recently with the
    delay on the credit for his returned grill.   
    A member of the *************************** team spoke with ********************
    on 3/1/2024 to advise the credit was issued to his credit card to resolve this
    complaint.  ******************** was provided
    with the direct number to reach a Weber ******** Service Supervisor if he has
    any further questions or needs further assistance.

  • Initial Complaint

    Date:01/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 registered our Weber Grill that we bought in 2021. We had a repairman come over who suggested we contact Weber because several of the problems are things that should be covered under warranty. I have had a number of email exchanges with the Weber team to report on several broken parts that I wanted a follow up on. I am putting in some of the emails here. They called me once and i sent photos at their request. I thought everything was fine - until - they just STOPPED ANSWERING ME COMPLETELY and stopped helping or doing anything. I tried calling but they have an ABSOLUTELY IMPENETRABLE VOICE MENU that made it impossible to get through to anyone. I have wasted so much time. I just want someone with responsibility to call me to arrange the replacement of the warranty parts. This has been very frustrating.I want someone to call me and get me the warranty parts and arrange service at whatever cost or no cost there is, but they are just blowing me off!! I just keep getting emails saying "we will get back to you...."

    Business Response

    Date: 01/25/2024

    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:12/11/2023

    Type:Product Issues
    Status:
    Answered
    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 12-6-2023, I started my weber grill like always, then I had a huge shot of flames go in my face! Had minor ***** on my face. Contacted the company, they told me I was lieing about what had happened (I sent in my evidence, also told them I had it recorded of the incident) lady laughed at me saying it wasn't the grill, I asked to speak with a manager, he said sorry but we don't have liability and said nothing we can do. I did ask them if I had 3 rd degree ***** what would they do. They said nothing because they aren't liable. They should be liable for something. I had sent them in my face picutes also the flames shooting up on me. They wernt very sympathetic.

    Business Response

    Date: 12/11/2023

    A member of the Weber *************************** team spoke with ************** on 12/11/23 to discuss her experience while lighting her Weber gas grill, and apologized for the customer experience she received. Appropriate actions are being 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 in the interim. 

  • Initial Complaint

    Date:11/23/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a Weber ******* stainless steel Grill in May 2023 from ******************************* for approximately $1600.00. In July I noticed rusting and pitting on the doors of the grill. I Reached out to Weber and they sent a set of new doors to replace the defective rusting doors. I replaced the defective doors and a couple months later noticed the new doors and the sides of grill rusting again. So I reached out to Weber, sent pictures of the defective grill material and requested either they replace the grill or give me a fair refund. I also stated that I am a 30yr plus customer of *********************************************. I have a high end Summit that is 5 years old, on my deck covered and its perfect! No issues at all. This new grill I purchased and started having rust issues with from the start is defective and I want Weber to stand behind their product. The response I received is that I should clean with proper cleaners,(which I have from Weber) and keep covered,(which i have it covered with the Weber cover). That was the wrong response. Again looking for Weber to stand behind their defective product that is clearly defective and not holding up to the outdoor elements.

    Business Response

    Date: 11/28/2023

    Weber apologizes for the frustration that **************** experienced with her Weber. A member of the customer service Management team reached **************** by phone on 11/24/23 to further discuss her concerns and resolved the situation. **************** was provided with the direct number to reach a Weber ******** Service Supervisor if she has any further questions or needs further assistance.

    Customer Answer

    Date: 11/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

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

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