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:08/18/2023

  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 and ordered a fully assembled Weber natural gas grill in 2017 from with a 10 year warranty. I purchased one and my brother purchased the same grill and both were picked up together. Weber has been good with covering warranty parts until now. I recently noticed the frame of my genesis **410 natural gas grill has rotted away and even dropping the slats that act as a lightweight shelf. On or about July 27 I contacted Weber about my problem with the frame of the grill being structurally compromised via email and they wanted to send me a replacement frame. A replacement frame would mean dismantling the whole grill and putting it back together. After not getting any satisfaction I requested a supervisor contact me to address this issue. Shortly thereafter a Weber representative did contact me and said they would replace the frame and send it to me. I explained that I paid lowes home improvement to assemble the grill when because I had no interest in assembling a natural gas grill. I also emphasized the amount of rust on my bbq frame and the fact that my brothers grill is not rotted. I also brought to the representatives attention that dismantling and putting back together a used grill doesnt come without potential problems, other corroded parts, rusted/frozen fasteners, etc. At this time I requested from the representative a brand new un-assembled grill comparable to the one I have and that I would either assemble it or pay to have it assembled. The Weber said they would not replace the grill but would send a BBQ technician to replace the frame. Technician did make an appointment and showed up on the date and time that was agreed upon by myself and the technician. After having to leave work early and taking a monetary penalty the technician brought the parts that Weber ordered and his tools through my home and out on my back deck to the grill. After 5 minutes the technician explained to me that Weber sent him the wrong parts and that the repair would have to be rescheduled. Mind you this is after I had to leave my employment early and if I dont work, I dont get paid. Both my wife and I work full time, have kids in school and dont have time for this incompetence. I am requesting a replacement grill comparable to the model I have in natural gas. By the way, my brothers grill didnt rust away, he has left it outside uncovered. I on the other hand purchased a Weber cover and religiously covered it from the elements. Draw your own conclusions on that. I expected better from a company that puts a 10 year warranty on a NG grill, very poor.

  Business Response

  Date: 08/23/2023

  Weber apologizes for the frustration that ************** has experienced with his grill.   A member of the *************************** team has made contact via email with ************** and will be in direct contact soon to offer a proper resolution.  ************** was provided with the direct number to reach a Weber ******** Service Supervisor if he has questions in the interim. We hope to hear from ************** in due course.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20493505
  
  I am rejecting this response because:
  I was out of the country at the time of the effort to contact myself, I will try and contact the Weber representative today 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/31/2023

  A member of the Weber *************************** team spoke with ************** to discuss the situation surrounding his 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 he has any further questions or needs further assistance.

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:

  weber is replacing the grill in question and I do appreciate their efforts to resolve this issue. They got it right.
  
  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:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 brand new Genesis ******** in blue. I purchased from Ace Hardware on 11/24/2021 for $1,149.60. I was never able to use the grill as it never worked. I did all of the troubleshooting to no avail. I have been trying to get Weber to honor it's warranty for months now, to no avail. I would like the grill repaired or replaced. The grill is registered with Weber. I have my receipt and manual. My manual states ******** and UU *******. I don't need a $1,200.00 grill that I can't grill on. It has literally NEVER been used.

  Business Response

  Date: 08/18/2023

  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:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 new top of the line Weber grill in June that hasnt worked since I bought it. Despite multiple phone calls with long holds and multiple replacement parts being sent my grill isnt working. I have had certified gas line people do the hook up and it hasnt worked. I have not been able to use my new grill all summer. Contacting Weber they said parts are under warranty and keep wanting to send different parts. They said they would send a new regulator but I waited for the part and they sent the wrong part, they when I called , they said that my grill doesnt have a regulator! I just want a grill that works and am tired in having invested lots of time and money. Calling Weber Im on hold >45-60 minutes each time and bounced around, different explanations being given by different advisors.At this time I want they to take their grill back, refund me my money.

  Business Response

  Date: 08/10/2023

  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:07/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/22/23 I purchased a Weber SmokeFire EX4 Pellet Grill - Gen2 from BBQ Galore. I paid the $115 extra to have it delivered and installed. I started having problems immediately. Pellets not dropping, smoker turning off and eventually started a little fire inside. There was a 100 day money back guarantee.5/18/23 I contacted Weber and was given a SmokeFire specialist, *****, to start the return process. He had me try a few things before approving the return.5/22/23 I contacted ***** again, via email, and uploaded my receipt as requested. 5/23/23 ***** emailed stating they will pick up the grill. "Once the grill has been picked up, we will issue a check. Please allow 4 to 6 weeks for delivery of the check". His exact words in the email.05/25/23 Weber picked up the grill ****# *********RT. 6/3/23 I called Weber to see if they had received it (at that time I did not know where it was being sent). Left a message with no return call.6/20/23 I called Weber again - again left a message with no return call. 6/20/23 I called Huntly, Ill warehouse and spoke to ******************* who said they received the grill at their warehouse on 6/2/23. He also said there was no refund request issued - it was their fault and he would put in the request.6/28/23 My wife called the SmokeFire dedicated number, left a message and ***** called her back. He stated a refund check request was sent to their accounting department on 6/6/23 and we should receive the check in 4 - 6 weeks. 7/14/23 I emailed ***** inquiring about the check. No response.Today, 7/31/23 I called customer service, was told she couldn't help me and I needed to call the SmokeFire number, which she did not have the number and could not transfer me. I found the number online, called and was asked to leave a message. I did not. This is the worst customer service experience I've ever had. Bad enough I have to file a complaint with the BBB. I would like a full refund of $1,386.73 ASAP. This has gone on long enough.

  Business Response

  Date: 08/01/2023

  Weber apologizes for the frustration that **************** experienced recently with the
  delayed check request.   A member of the
  ******** ****************** team spoke with **************** on 7/31/2023 to further
  discuss his concerns and resolved the situation quickly with his agreement on the final solution.  **************** was provided with the direct
  number to reach a Weber ******** Service Supervisor if he has any further
  questions or needs further assistance.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20400143
  
  I am rejecting this response because:

  We were told twice our check was in the mail. Weber will credit our credit card in lieu of check (which was never mailed out according to management). Because of their broken promises in the past I will not accept the response until the refund is posted to our credit card. 

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

  Business Response

  Date: 08/03/2023

  Weber apologizes for the frustration that **************** experienced recently with the delayed check request.   A member of the *************************** team spoke with **************** on 8/3/2023 to further discuss his concerns and resolved the situation quickly with his agreement on the final solution.  **************** was provided with the direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs further assistance.

  Customer Answer

  Date: 08/03/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:07/26/2023

  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.

  I ordered a grill on the Weber.com website the end of June 2023. Received an email stating the grill was shipped and given the delivery date. That date came and went. I contacted **************** at ********************** asking 'Where's my grill?' Eventually a reply stated they are looking into it. Another day or two go by and an email states the grill will be delivered on July 18th. That date came and went, no grill. I replied to **************** stating the grill was not delivered on the 18th. Still no resolution, eventually this is escalated at Weber. I then am contacted by a Specialist and told the grill was damaged in transit and cannot be delivered. They are working on resolution. I email back asking for a full refund so I can go to a local store and buy the grill myself.A reply to me last Friday was an offer of a new grill being shipped, a $100 refund, and a grill set. I reply yes but please use a different shipper.I have not been contacted in 6 days. No email, nothing. Weber took my $528.94 on July 7th, I have no grill. Weber has my $528.94. I've attached all email communications.

  Business Response

  Date: 07/27/2023

  We apologize for the frustration, and delay that **************** has experienced with the order that was placed for her on 7/2/23. A member of the management team from Weber's *************************** spoke with **************** on 7/27/23 to further discuss the status of her order. Weber has reshipped Ms. ******* grill order, and the appropriate credit amount will also be refunded. **************** was provided with the direct contact information to reach a Weber Supervisor if she has any further questions or needs further assistance.

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/24/2023

  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 would like to ask for your help getting the grill manufacturer Weber to honor their warranty. I purchased a Weber stainless steel ******* II S-335 LP gas grill with a 10-year warranty on Feb 8, 2019, at my local hardware store, ***********************************************. The stainless steel grilling grates and warming rack have started corroding to the point where the surface of the individual rods are pitting and some have started to swell.According to most grilling experts, once this occurs, the parts should be replaced. I have attached two photos to show this. One is an overall view of one of the grates and the other is a closeup of several of the individual rods.I contacted Webers ************* Team and they are telling me the grates do not need replacing unless they are rusted or burnt through. I disagree with this. Please advise if there is anything you can do to help me with this issue.Best regards,************************* **************** South **************************************************** ************ *****************

  Business Response

  Date: 07/27/2023

  Weber apologizes for the frustration that ****************** experienced recently with the
  resolution for his grill.   A member of
  the *************************** team spoke with ****************** on 7/24/23 to
  further discuss his concerns and resolved the situation.  ****************** was provided with the direct
  number to reach a Weber ******** Service Supervisor if he has any further
  questions or needs further assistance.

  Customer Answer

  Date: 07/31/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:07/19/2023

  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 brand new Smoke Fire ex6 (1st generation) and have had a plethora of problems with it. Most are well known and Weber has provided work arounds for them. However, recently my machines motor failed and the internal frame that holds the flavor bars broke. I called in and started a ticket and was told by a rep that parts would be dispatched. I received the motor and replaced it with no change. The frame did not arrive. I called in and asked why and was told it was out of stock with no eta on a restock. I was told someone would update me on availability within 24 hours. I never heard back and all attempts to get any kind of update are being ignored. Im a 70% disabled veteran and against my better judgment went out and crawled under the grill to swap the motor out only for it to not work. Im unable to use this grill at all because you have no parts and apparently wont stand by your product. I spent my hard earned pension money to buy an American made grill and this is how Im rewarded. I have a **** dollar porch ornament and apparently no one at Weber seems to have any desire to make this right.

  Business Response

  Date: 07/20/2023

  Weber apologizes for the frustration that ****************** experienced with his weber. A member of the customer service Management team reached ****************** by phone on 7/20/23 to further discuss his concerns and resolved the situation.  ****************** was provided with the direct number to reach a Weber ******** Service Supervisor if he has any further questions or needs further assistance.

  Customer Answer

  Date: 07/20/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:07/12/2023

  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 ordered a grill online, direct from Weber.Weber arranged for a third-party shipping company (3P) to deliver. The grill arrived with damage. In particular, two legs were broken off, and the frame was twisted. 3P sent one man to deliver the package. The box clearly indicates that the package is heavy and requires two.1 July. I called Weber to explain that the grill arrived with damage. They sent replacement parts. 8 July. I called Weber for instructions on how to replace. They refused assistance, saying that they do not offer support on installation of warrantied parts.I requested to return the grill and receive a refund. They agreed to open a return order; they told me that I would receive an email confirming the return; that the refund would be processed 3-5 days after they RECEIVE the grill; and that 3P would contact me to schedule a pickup within 72 hours. I did NOT receive a confirmation email; 3P NEVER contacted me.11 July. I called Weber support and was placed on hold indefinitely. 12 July; 10am. I called Weber again. They claimed that the return order had been opened on 8 July. I told them I never got an email and was never contacted by 3P. I requested an email confirming the return. I received the email, which included a tracking number (**). I was given a phone number to contact 3P.12 July; 10:30am. I called 3P; they said the ** corresponded to the original delivery; NOT a return. I was told that the ** I was given could NOT be used to schedule the pickup. 12 July; 10:40am. I called Weber and spoke to a supervisor. She gave me a new tracking number. 12 July; 11:20am. I called 3P and gave them the new **. They transferred me to a scheduling ***** which did not answer the phone, and had a full voicemailbox.I've invested hours on the phone, and I have a busted grill sitting on my front patio. If I continue to work through Weber, I doubt I will ever receive a refund.

  Business Response

  Date: 07/14/2023

  A member of the Weber *************************** team attempted to reach ************** by phone on 7/12/23 and 7/13/23 but was unsuccessful with making any direct contact. Weber apologizes for the concealed damage that occurred during the shipping process.  The newly purchased grill has been picked up by Webers freight carrier.  Weber has issued credit in the amount of the full purchase price, which will take 3-5 business days to reach the consumers card. ************** has been provided the Weber *************************** team phone number should he need additional support. 

  Customer Answer

  Date: 07/17/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a 3 yr old grill that is barely used. It is used 3 months a year and garages for the rest of the year. The cookbox had a stress crack of some kind (probably cracked in production line) and after several emails we were told that it was covered and we would be able to receive a new one. The grill has not been performing as expected, especially for a Weber grill. Customers spend this type of money expecting the value and product quality promised. I have owned 4 Weber grills and never had these kind of issues nor did customer service send you in constant loops of not complying with their warranty. We asked that the other parts that were covered be sent as well. They sent an email that the cookbox would be replaced and the warranty was valid. Yet they wont seem to send the parts. After reading through several of these complaints I can see that Weber isnt complying to any of their guarantees to their customers and warranty of products. Its very disheartening to see such a once reputable company deceive customers and not comply with their products warranty which is why customers pay the higher price in the first place. Again, we were already promised replacement parts and they dont seem to be sending them. Case # *******

  Business Response

  Date: 07/14/2023

  Weber apologizes for the frustration that **************** experienced with her Weber Spirit and the initial resolution offered.   A member of the **************** Specialist team spoke with **************** on 7/13/23 to further discuss her concerns and resolved the situation.  **************** was provided with the direct contact information to reach a Weber **************** Specialist if she has any further questions or needs further assistance.

• Initial Complaint

  Date:06/06/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 bought a Weber grill, its still under warranty. The ignition does not work. They sent a new igniter. In order to put the igniter in the control panel needs to be removed. The s**** is stripped and the control panel cannot come off. They told me to keep drilling the s**** until it breaks. I did and the s**** would not break. The told me that they would send someone out within 3 to 4 days and they a supervisor will call. I have not received a call now I call back and they tell me that they are unable to send someone out and I can just continue to try and break the s**** This is warrantied. I cant get the s**** out. They should send someone out or replace the grill.

  Business Response

  Date: 06/07/2023

  Weber apologizes for the frustration that ************** experienced recently with her
  grill.  A member of the ************************ team spoke with ************** on 6/7/2023 to
  further discuss her concerns and we are working together to resolve the
  issue.  ************** was provided with the
  direct number to reach a Weber ******** Service Supervisor if she has any
  further questions or needs further assistance.