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:05/06/2023

  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.

  We purchased a Weber ******* II and while under warranty it stopped working. We paid a ***** repairman to come out and fix it. He left without fixing it and said he didnt know what the problem was. Weber sent an ignition kit which we were expected to install ourselves. This did not fix the problem. Then Weber gave instructions to reset the regulator which we did, to no avail. Now they are sending out a new regulator with the expectation that we repair this ourselves. We have asked them to also provide someone to install the parts and have been denied this. So far the warranty seems very far from any kind of warranty I have ever experienced. To resolve this Weber needs to fix our grill or replace it.

  Business Response

  Date: 05/08/2023

  Weber apologizes for the frustration that Mr. and *************** experienced recently with the
  issue about their grill.   A member of the *************************** team spoke with Mr. and *************** on 5/7/23 to further
  discuss their concerns and will be resolving this situation.  They were provided with the direct number
  to reach a Weber ******** Service Supervisor if they have any further questions
  or needs further assistance.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20027557
  
  I am rejecting this response until we have resolved the issue. We were told someone would contact us to come fix our grill. Until this happens this will not be resolved. We have been without a grill as weve jumped through hoops. Getting it fixed is a resolution we are good with. If this cant happen in a timely manner we would hope that Weber would make good on their warranty and send ** a new grill. Period.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/10/2023

  While the situation is still being worked on, Weber has been keeping *************************** updated with resolution along with next steps on having a service agent to assist with the grill issue.  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20027557
  
  I am rejecting this response because so far its been promises but no one has contacted us. Once the grill has been repaired or replaced I will sign off on this being resolved but it is not there yet. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  A member of the Weber *************************** team spoke with Mr. ************;on 5/17/23 to discuss his dissatisfaction and apologize for the customer experience he received. Appropriate actions have been taken to resolve this complaint.  Mr. ************;was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim. 

  Customer Answer

  Date: 05/18/2023

   
  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:04/24/2023

  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.

  On 3/10/2023 I purchase a brand new Weber grill in the amount of $2308.90. Once the grill was delivered on 3/14/23 I began to assemble the grill. Near the end of completion I noticed both doors were severely defective and reached out to Weber on 3/17/23 for assistance. They escalated my inquiry to new product team who sent out a replacement door. The replacement was received but didnt make any difference. I recontacted Weber who in return sent out both doors to try. This also did not correct the issue. Yes it closed the gap a little but the doors are still way misaligned and have gaps. In comparing this grill to current models on the floor at ********** its clear this entire grill was manufactured incorrectly and could possibly be a bent frame. The grill has never been used and is just setting under a cover till this can be resolved. Obviously I cant load up the grill and return it as it was delivered via freight from a semi. Weber has all supporting pictures in my email chain with ***** from Weber product team.

  Business Response

  Date: 04/25/2023

  Weber apologizes for the frustration that ****************** experienced with his weber grill.  A member of the customer service Management team reached ****************** by phone on 4/25/23 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: 04/27/2023

   
  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:04/19/2023

  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.

  Good Day,I have been in communications with Weber support starting on Sunday April 18, 2023 attempting to have them resolve problem with grill i purchased less than a year ago. What I am experiencing with them in my opinion is delay tactics.What is happening is i receive an email requesting I send images of the problem only to follow up on another day with more questions and images even though I had described the problems with my initial email. Their latest correspondence was that several parts would need to be replaced that are not in stock and have an undetermined date of when they will be available. Since my unit is less than one year old and under warranty I requested a replacement grill fully assembled as I am handicapped and would have a difficult time doing it by myself. The grill I purchased was from my local ACE Hardware store it was delivered fully assembled and ready to go. Additionally i found it very frustrating calling their support number, which after several prompts takes you too a message that says due to COVID there is no one available and hangs without requesting to leave a callback number. I would appreciate any assistance that you can render.

  Business Response

  Date: 04/25/2023

  A member of the Weber *************************** team spoke with ******************** on 4/19/23 to discuss his dissatisfaction and apologize for the customer experience he received.Appropriate actions are being 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 in the interim. 

• Initial Complaint

  Date:04/16/2023

  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.

  My Weber ***** cover that I paid $109.07 was defective, AGAIN - this is the 2nd cover that I had to purchase since I bought my Weber Genesis ***** a few years ago, due to the velcro ripping causing holes. So I have actually paid $218.14 for defective, cheaply made, Weber ***** covers, the most recent being purchased about 18 months ago. This most recent cover's velcro started ripping last summer when the cover was only about a year old. Since the velcro is no longer attached properly, the cover did not fit or stay on snugly. I got my ***** out of the garage a few weeks ago (where I always store it and the cover during winter). Later that day, a wind gust blew the cover off, ripping it on something, and now there is a huge hole in the back of it! I spent over 2 hours on the phone with customer service on Friday 4/14/23, and got nowhere! I waited on hold for over a half hour the first time, only to get a rep that I could not understand due to background noise, static, and her very heavy accent. *** put me on hold where I waited another 20 minutes, then the call got disconnected! I called back a few hours later and after waiting on hold for about 10 minutes, I spoke to a different rep. *** was nice and very patient as I ran in and out taking pictures for her and finding her the serial number (which I sent to her via text at her instruction). However, after spending ***** minutes on the phone, she informed me that she couldn't help or replace it, because I no longer have the receipt! so I am now out $218 dollars total for two destroyed/defective ***** covers! It would be less expensive for me to just buy a new cheap GRILL every year than it is to have to keep replacing these covers! Buyer beware! Don't buy Weber accessories! I am also considering never buying a weber ***** again when the time comes due to their horrible customer service and inability to stand by their products! I would like a replacement cover in the meantime. My Weber ***** model is AR0823874

  Business Response

  Date: 04/17/2023

  Weber apologizes for the frustration that ****************** experienced recently with the
  resolution for his grill cover.   A member of the *************************** team spoke with ****************** on
  4/17/23 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: 04/18/2023

   
  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:04/12/2023

  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.

  my weber grill has a 10 year warranty for rust on the lid of the grill. weber knows i have owned the grill for 9 years, and i sent them pictures of rust on the lid. they claimed there isn't "enough rust" and refused to replace the lid. their warranty does NOT say anything about rust needing to cover the whole lid before it will be replaced, so they are violating their warranty provision, and breaching their contract with me, the consumer (and probably others too.) i have attached 2 pictures of rust, and the applicable warranty.*********************

  Business Response

  Date: 04/13/2023

  A member of the Weber *************************** team spoke with ************* to discuss the concerns related to his Weber Performer charcoal grill, and apologize for the customer experience he received.  ********************** will be honoring the warranty request regarding the units lid, and will supply the necessary additional parts at no-charge in order to complete the repair. ************** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim. 

• Initial Complaint

  Date:03/22/2023

  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 three different Weber grills including a very expensive Summit. My 300 series was not lighting. I took off the grates and flavorizer bars to get to the burners. They are rusted and broken. The grill will not light. The grill is under warranty and I get some note from some idiot to clean the burners! This was after I took four pictures of the burners and cross over bar indicating the damage and the disintegration of the parts. These are warranted for 10 years!I went thru this nonsense back during the pandemic days. Their excuse then was a worker shortage. Well that story has run its course. No reason I should have to sit on hold for 40 minutes, give up and send text msgs then follow with emails. This is truly a sad story. Weber used to be a quality company. Still priced like a quality company. Too bad their products and services do not hold up to anything quality.

  Business Response

  Date: 03/23/2023

  A member of the Weber *************************** team spoke with ************ to discuss the concerns related to his Spirit grill and apologize for the customer experience he received.  ********************** will be honoring the warranty request regarding the units burner tubes. ************ was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim.

• Initial Complaint

  Date:03/09/2023

  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 am writing to file a formal complaint against Weber Grill regarding their refusal to honor their warranty for my grill. I spent over $2000 on a Weber grill, which was professionally installed, and after only one and 1/2 years the unit no longer works properly and is potentially dangerous.I have called Weber Grill six times and have requested that they send out a professional to evaluate why the grill is malfunctioning. Their responses are from a foreign call center who barely speak English, and they constantly apologize for all the trouble I am having but have no solutions other than to demand that I jump through hoops that are simply impractical.I registered the grill with Weber Grill, and there is no dispute that it is still under warranty. However, Weber Grills is making it nearly impossible for me to get the help I need to repair the grill. They are demanding that I jump through unrealistic hoops before they're willing to send one of their technicians out. This is unacceptable, and I believe that Weber Grills is not honoring their warranty.I am extremely dissatisfied with the service I have received from Weber Grills, and I believe that they are treating me unfairly as a customer.I have been a loyal customer of ********************** Grill for many years, and I am extremely disappointed with their lack of response to my requests for help. I am not willing to accept their demands for unrealistic and impractical steps to be taken before they will send a technician out to evaluate my grill. This is unacceptable, and I believe that Weber Grills is not honoring their warranty.I am requesting that the Better Business Bureau investigate my complaint and take appropriate action to ensure that Weber Grills honors their warranty and provides me with the service that I am entitled to as a customer. I am not willing to accept anything less than a satisfactory resolution to this matter.

  Business Response

  Date: 03/10/2023

  
  A member of the Weber *************************** team spoke with **************** today to discuss the concerns related to his Genesis ***** and apologize for the customer experience he received. Appropriate actions are being taken to ensure the situation is resolved. **************** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19563544
  
  Nothing has been resolved. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/17/2023

  A member of the Weber *************************** team spoke with **************** to discuss the concerns related to his Genesis ***** and apologize for the customer experience he received. ********************** has approved a service technician to replace the appropriate parts to ensure the situation is resolved. *************** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance in the interim.

  Customer Answer

  Date: 03/21/2023

   
  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. ****** needs to bring ALL call centers back to *******. The issue(s) all came from ***** 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/12/2023

  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.

  In March 2021, I purchased a Weber ******* II S-335 grill due to the manufacturer's warrant that the "Weber product is free from defects in material and workmanship for ten (10) years from the date of purchase". By July 2022, the grill's hose and regulator malfunctioned and was leaking propane gas. I contacted Weber customer support in August 2022 and received a replacement part.However, I was unable to install the replacement part because of Weber's poor original workmanship. The existing defective regulator is installed so tightly that it is impossible to remove without causing damage to the machine. I am concerned about self-repair since Weber's warranty policy says they are not responsible for damage caused by "improper assembly or installation." I asked for recommendations for a repairman and Weber provided a list of repairmen who are a 2-3 hour drive away. I am similarly concerned that a repairman who is not knowledgeable about Weber products could cause damage that would void the warranty coverage.Weber is not making a good faith effort to fulfill its warranty protection for this grill. I have read online that there are known product issues with the regulator yet Weber refuses to acknowledge the workmanship problems.

  Business Response

  Date: 02/13/2023

  Weber apologizes for the frustration that ********** experienced recently with the
  resolution for his grill.   A member of
  the *************************** team spoke with ********** on 2/13/23 to further
  discuss his concerns and is in the process of resolving 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:12/19/2022

  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.

  This grill is trash. I bought a ****** Sprit grill less than 3 years ago and there is substantial rust on ever piece of the bottom. The porcelain is coming off the lid and the burners and flame covers are dust. This is a grill that maybe has been used 30 times total and lives under a patio. I contacted them for warranty assistance and after jumping through their hoops they finally responded that they could send me some parts. I am not a grill builder and every s**** is rusted. Their advice was for me to hire someone to rebuild it. I am extremely disappointed in the quality of this grill. It's a 3yo grill that looks 33. They should be ashamed of the craftsmanship of this product. I would like a refund or a new grill. I would not like to have to learn a trade because of their shotty products.

  Business Response

  Date: 12/20/2022

  Weber apologizes for the frustration that ************** experienced with his grill and the customer service interactions he experienced.   A member of the *************************** team spoke with ************** on 12/20/22 to further discuss his concerns and resolved the situation.  ************** was provided with the direct number to reach the Weber *************************** team if he has any further questions or needs further assistance.

• Initial Complaint

  Date:11/27/2022

  Type:Product 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 grill in Sep. and had the impression it was broken right away. After several phone conversations with Weber troubleshooting, I was sent new part, was told some have been having problem, this should resolve it. I replaced part, still unsatisfied. At several points while on the phone, I asked and they reassured me I was still okay for total refund. I have tracking that says the returned grill was rec'd by Weber weeks ago. What is troubling, aside from no refund, is that I have not rec'd any correspondence from Weber since setting up my return. Nothing saying the return was processing, only the tracking from the carrier. I have been patient, working through multiple lengthy phone calls, replacing parts. I really wanted this grill to work. Please help! This is alot of money for me! I'd like to get my money back(as promised on several occasions) and move on. They should be familiar with what is happening, enough that I shouldn't need to go into any more detail. However, if not and you need more specific info, I can provide it.Thank you,*********************

  Business Response

  Date: 11/28/2022

  A member of the Weber *************************** team spoke with **************** today to apologize for the customer experience he received.Appropriate actions have been taken to resolve this request by issuing credit back to his credit card for the returned grill.   Mr. ***********;was provided with the direct number to reach Weber *************************** if he has any further questions or needs further assistance.