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Business Profile

BBQ Supplies

Weber-Stephen Products LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in BBQ Supplies.

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:06/05/2023

    Type:Customer Service 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.
    Model ******** Serial VG ******* Purchased March 29, 2021 Register Date April 5, 2021 This bbq is 2 years old. We are not big bbq people and have not used it alot. As we have uncovered the bbq for the summer the whole inside is rusted and if you look closely at the pics you will see that there are holes that are going through because of the rust. This is not acceptable.I have email the customer care team three times and not response.

    Business Response

    Date: 06/05/2023

    Weber apologizes for the frustration that ******************** experienced recently with the
    warranty on her grill.  A member of the
    Consumer *************** team spoke with ******************** on 6/5/2023 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.

    Customer Answer

    Date: 06/06/2023

     
    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:05/29/2023

    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 a Weber grill 5 years ago because it had a 10 years warranty. The grill is literally falling apart. Heat plates totally deteriorated, burners only slightly working, door rusted and will not stay connected and the entire grill has rusted at the base and no longer connects to the base. I contacted Weber to inquire about the warranty only to find out only select parts of the grill are warrantied for 10 years. However, they told me the door of the grill was covered under warranty but grill not connecting to the base was not. Then proceeded to offer to sell me parts costing more than $200 more than a new grill. If Weber isn't going to stand behind their product, why offer the warranty.

    Business Response

    Date: 06/02/2023

    Weber apologizes for the frustration that ******************** experienced recently with his grill.   A member of the Consumer Care
    Management team spoke with ******************** on 6/1/2023 to further discuss his concerns and we are working together to resolve the issue with the grill.  ******************** 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:05/23/2023

    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.
    I am attempting to get replacement parts for my Weber grill. I reached out to customer service with part numbers inquiring about how to get the required parts. In response, ***** sent two emails within a couple of hours insisting on photographs of my grill. I do not understand the need for the photographs, nor the need to send multiple emails with an increasing direct and demanding tone. Both emails were received in the middle of the night while I was sleeping. There was no information provided about how to get replacement parts, nor was any information provided to escalate the issue. Just a demand for photographs. I'm not even asking for a warranty replacement, even though I believe my grill falls under Weber's 10 year warranty. I'm happy to purchase these parts if the price is reasonable. But I prefer to have genuine parts, if they are available, over third party after market parts.

  • Initial Complaint

    Date:05/22/2023

    Type:Sales and Advertising 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 5/17 I filed a claim with Weber for a warranty issue. I have had to call and email several times to get a response. When I finally did they wont even honor the warranty and try to blame me for grease in the firebox. The high heat event cooked every little bit of grease out of the grill what they see in the bottom not food but rather the ceramic enamel that cooked off there cheap parts.

    Business Response

    Date: 05/25/2023

    Weber apologizes for the frustration that ************** experienced with his weber. A member of the customer service Management team reached ************** by phone on 5/22/23 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.

  • Initial Complaint

    Date:05/20/2023

    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.
    The ignition system failed and not longer works. This was purchased directly from Weber. 12 days ago they told me that the shipped the replacement part, but after calling them on day 10, I was informed that the part is out of stock and they have no ETA for the replacement part. I asked to speak to a manager on two occasions and was told they would call me back. Still nothing from Weber. Without the ignition system, its difficult to light and use.

    Business Response

    Date: 05/25/2023

    Weber apologizes for the frustration that ************** experienced with his Weber ******* and lack of follow through.  A member of the *************************** team spoke with ************** on 5/21/23 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: 05/26/2023

     
    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:05/20/2023

    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.
    New Weber E-330 grill received after purchase on May 17, 2023 and assembled by me. There were some defects including a thermometer that didn't work and the tip looked like someone at the factory hit it will a hammer and bent it - it cannot be removed without cutting off the tip and it is inside a cover so it was not damaged in shipping. Contacted customer service to send me one under warranty since it was brand new. Have contacted them several times, sent a photo of the non-working thermometer to them 3 times and all I have is an online order that says product is out of stock. I can buy it at several places online and it is the exact one with "Weber" on it. "Customer service" is just running me around in circles. If Amazon and several sellers on **** plus grill replacement part companies all have the exact part I need and it is a genuine Weber part number ***** then why doesn't Weber have one they can send me? Looks like this company has quality control and customer service issues. My only choice is to buy one - warranty is useless.

    Business Response

    Date: 05/25/2023

    A member of the Weber *************************** team spoke with ************ to discuss the situation surrounding his newly ordered Weber ******* and apologized for the customer experience he received.  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: 05/28/2023

     
    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,

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

  • Initial Complaint

    Date:05/20/2023

    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.
    I received this weber pellet grill for my birthday in February didnt install it until a little later and registered the product for warranty since the time that I started using the grill right after registration I was able to use it one time every time there after when I set the temperature at 450 it would reach approximately ******************************************* temperature so I would have to move whatever I was cooking to my propane grill. I tried to call the company three times the first time avoid it an hour and 15 minutes to get disconnected. Then I tried two more times waiting also approximately 40 minutes and then get disconnected again on the fourth attempt after waiting again 40 minutes I was able to get someone on the phone , I was told that I would receive a call between 24 to 48 hours that never happened. I waited several days and called again and the person that ****** told me that they would escalate it and then I would get a call within 12 to *********************************************************************************************** an email which I never received but they would try and get the same person that sent me the email to resend it that never happened again so basically I have just been getting the runaround their service. It is the worst and theyre just avoiding and ignoring the issue I had previously bought to Weber Grills with Propane. I never had any issues, but evidently this new Weber pellet grill has a lot of issues so I request a refund thank you

    Business Response

    Date: 05/25/2023

    Weber apologizes for the frustration that ************************** experienced with his Weber Smokefire and lack of follow through.  A member of the *************************** team spoke with ************************** on 5/20/23 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: 05/29/2023

     
    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:05/11/2023

    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.
    We purchased a $1200 smoke fire Weber grill in November 2022. Unfortunately since it was winter, the grill was only used once and then store away from the elements in the garage. Once it became warmer, we fired up the grill to only find problems. The grill started a fire and the igniter burned. We contacted Weber and they sent a replacement part. We exchanged the part, it worked fine once, and then after that continued to give errors and does not work. We are past the 100 days or we definitely would of returned. We have spent more time repairing, cleaning out, and working on this grill than cooking on it. The customer service team is horrible and do not care. We are disgusted and angry and at this point either want our money back or a replacement grill. Clearly this grill is defective.

    Business Response

    Date: 05/15/2023

    Weber apologizes for the frustration that ************** experienced recently about her
    grill.     A member of the ************************ team spoke with ************** on 5/12/2023 to further discuss her
    concerns and we are working together to resolve the issue with the grill.  ************** was provided with the direct number
    to reach a Weber ******** Service Supervisor if she has any further questions
    or needs further assistance.

  • Initial Complaint

    Date:05/08/2023

    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.
    On April 10, 2023, ordered replacement part for my grill. Told would be delivered in **** days. Twelve days later called back said it was on its way in two more days. Called again told it was being sent next day air, only to be cleaning supplies. It is almost a month, they claim parts are in and have to be sent somewhere to fill the order. Turns out all my calls for Weber are in Columbia and that is how they treat customers by lying to **. I would like a new grill if you cant get the parts to me in a timely fashion without lying about it.

    Business Response

    Date: 05/09/2023

    Weber apologizes for the frustration that ******************** experienced recently with the
    delay on the replacement part.    A member of the *************************** team spoke with ******************** on
    5/9/223 to advise the part has been shipped 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: 05/10/2023

     
    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:05/08/2023

    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.
    Grill grates are warranted for 10 years as of *017, I purchased in *015 and only have 5 year grated warranty. They started cracking/splitting after 4 years but I waited too long and now I can't get the covered because I saw 10 years online. Apparently it was for Genesis * not Genesis ** My gripe is had I purchased it * yrs later it would be covered. Now there is a 10 year warranty. 100 is a lot to spend on grates when. Everyone since *017 get them covered for free. I am hoping they will stand by their product (since they now have a 10 yr warranty on them) and help me out. I'm n not even going to ask for the flavor bars that mine were * years but now everyone has 10 years on. Thanks for your time. It is appreciated. I purchased this grill because of their reputation, I'm hoping to continue to see a company that can stand bejind their product. Thanks again.

    Business Response

    Date: 05/02/2023

    You have reached the wrong business.  Weber, *** in **********, ****** is a small construction company located just out of *********, ******.  We do not sell Weber BBQ's but sure wish we had a part of it. Ha

    Best Regards,

    ******* Weber

    Business Response

    Date: 05/09/2023

    Weber apologizes for the frustration that ******************** experienced recently with the
    issue about the grates for his grill.   A member of the *************************** team spoke with ******************** on
    5/9/223 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.

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

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