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BBQ Supplies
Weber-Stephen Products LLCThis business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.2/5 stars
Average of 30 Customer Reviews
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Review fromWilliam G
Date: 07/23/2024
1 starWilliam G
Date: 07/23/2024
Ordered an igniter kit. Package was damaged and returned back. Called they didnt have one in stock so asked for my money back. They refused to give me my sales tax back so didnt get all of my money back! That is BS especially since I never received the product! Why would you not give back sales tax and a full refund?? So beware of dealing with Weber!!Weber-Stephen Products LLC
Date: 07/29/2024
Weber apologizes for the frustration that ************** experienced with his credit , and not receiving the proper information regarding how sales tax is refunded. ************** has been credited in full for his purchase of the igniter kit. A member of the *************************** team spoke with ************** 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.Review fromDaniel S
Date: 07/06/2024
5 starsDaniel S
Date: 07/06/2024
I have a Weber ******* 310 that I purchased in 2017. I can't say enough about how great they have been in sending me replacement parts that are still under warranty! Have always liked Weber products.Weber-Stephen Products LLC
Date: 07/09/2024
Thank you, ******, for your heartfelt review! We're thrilled to hear about your positive experience with our customer service and the replacement parts for your Weber ******* 310. It's wonderful customers like you who remind us why we strive for excellence every day. We're grateful for your loyalty and are here to ensure you continue enjoying your grilling experiences. Should you need anything else, please dont hesitate to reach out.Best regards,The Weber TeamReview fromBri P
Date: 07/03/2024
1 starBri P
Date: 07/03/2024
Just purchased new slate 30" ng griddle ******* from *********** Right side table has no threaded grommets for screws to secure L shaped bracket at front bottom for pull up shelf. Just empty octagonal holes with nothing to srew into. The outsourced customer service is useless & usually disconnect you. When I explain the problem they say they know nothing about griddles, only grills & they can not put me in contact with that department. Supposedly they give them info via *************** going to contact me. I've gone through this process calling them several times & no one ever calls. Before ********** warranty is up, I'm just gonna pack this griddle up & bring it back. If I had known this is how Weber operates, I never would have purchased this. Do yourself a favor & by another brand, like I apparently will end up doing.Weber-Stephen Products LLC
Date: 07/09/2024
Weber sincerely apologizes for the frustration ******************** experienced with his new grill. A member of the *************************** team has spoken with ******************** to address and resolve his concerns. ******************** was also provided with the direct contact number for a Weber ******** Service Supervisor for any further questions or assistance.Review fromJim W
Date: 06/13/2024
1 starJim W
Date: 06/13/2024
I have been a loyal Weber customer for more than 25 years, purchasing numerous grills and smokers. Recently (May/June 2024) I have been trying to get parts for my Summit Grill. The experience has been absolutely hideous and miserable. The grill was registered with Weber in 2018 and is under warranty but 6 calls (more than 8 hours, mostly on hold) still no help and NO PARTS. I got disconnected several times, and had to start over with a different person each time. They did everything possible to make it difficult and to avoid fulfilling their warranty obligations. By the end, I was so infuriated and frustrated I vowed NEVER TO BUY ANOTHER WEBER PRODUCT AGAIN. The worst customer experience of my life. ********************** has gone downhill, doesn't support its products and has deplorable customer service.Weber-Stephen Products LLC
Date: 06/18/2024
Weber extends its sincere apologies to ****************, a loyal customer of over 25 years who has purchased numerous grills and smokers from us. We regret the frustrating experience he encountered while attempting to obtain parts for his Summit Grill in May/June 2024.We are pleased to confirm that we have connected with **************** and have offered an alternative resolution aside from providing parts. Additionally, we have supplied direct contact information to our management team should he require further assistance in the future. We value ******************** continued loyalty and apologize once again for any inconvenience caused.Review fromPeter C
Date: 05/31/2024
1 starPeter C
Date: 05/31/2024
The grills may be good, but the company is one of the worst I have ever dealt with.I purchased a grill directly from Weber. Time went by and I received no notice of shipping.I emailed them several times and was really just fobbed off, saying to be patient, but still it didnt come.Another email led to Weber telling me that my issue had been escalated and that someone would be in touch. They werent.I called Weber and spoke to their agent on two occasions. It seems that the agent has very limited access to information. You have to speak to the orders and shipping team. Problem is that they say they cannot transfer you to them. You have to request a call back. Of course they never call you back.On one occasion I was told it had been shipped. I asked why I had received no notice of this or a tracking number. They could not answer this.It is ridiculous that you cannot speak to anyone that can give you any information. To date I have zero information and no grill. I have no choice other than to lodge a charge back on my card.What a way to run a business.Weber-Stephen Products LLC
Date: 06/05/2024
We deeply regrets hearing about this customer's experience. We strive to provide exceptional service and ensure that every customer's purchase journey is smooth and transparent. It's disheartening to learn that this customer encountered difficulties with their order and subsequent attempts to resolve the issue. We understand the frustration that comes with feeling left in the dark and the inconvenience caused by the lack of communication and resolution.We acknowledge that our customer service fell short of expectations in this instance. We apologize for any inconvenience or frustration caused and are committed to addressing this matter promptly. Our team is actively working to improve our processes and enhance communication channels to prevent similar situations in the future.We value our customers and their feedback immensely, as it helps us to continually improve and better serve their needs. If this customer requires any further assistance or would like to discuss their experience in more detail, we encourage them to reach out to us directly. We are dedicated to resolving this matter to the customer's satisfaction and restoring their trust in Weber Grills.Review fromMark L
Date: 05/21/2024
1 starMark L
Date: 05/21/2024
I've been a loyal Weber customer since 2001 when I bought my first gas grill, I now have a total of 3 grills and think they are still the best on the market. Weber's customer service was stellar, everything from Warranty Claims, Technical Support and ordering replacement parts. My recent experience (05/2024) - Warranty Claim, Igniter System) has been absolutely terrible. It's clear that **************** has been sent overseas. It's unfortunate to see another **************** transfer this key service, critical to customer satisfaction, to other countries following this never ending trend to reduce costs/boost profits. The representative I spoke to this morning (4 calls in 2 weeks, just to get a tracking number) was unable to communicate in English causing further unnecessary frustration. I won't forget this experience when it comes time to add another grill to my stable.Weber-Stephen Products LLC
Date: 05/31/2024
Weber apologizes for the frustration that ****************** experienced with his Weber grill and our warranty claim process for the igniter system. We understand the importance of clear communication and prompt service, and we regret that we did not meet those expectations. A member of the *************************** team spoke with ****************** on 5/30/24 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.Review fromGREG S
Date: 04/30/2024
1 starGREG S
Date: 04/30/2024
I bought a Weber Genesis **435 Gas Grill and had it put together and delivered. the first time i tried to use it the grill did not light. talked to the local company where i ordered it and had it put togther and I was told i needed to contact Weber. I did and had a ignighter shipped to me. I change it out and got it to light. used it 1 more time and on the 3rd time. it would not light again. talk to support again and had to unhook the take wait 10 minutes, hook the tank again and turn it on. then wait 3 minutes and tuen on the burners and wait another minute. did this 3 times with the tech on the phone and then it worked. used it 1 more time and guess what same thing. talked to support and did all the same things. again after 2 times it worked. had people over and guess what did not light. this time they shipped me a new regulator. gues what it was out of stock and i had to wait a few weeks. once i got it in i switched it out. it lights but a very small flame comes out of the 1st burner. if i turn on the others the flame gets smaller and smaller. called again and they want to send me more parts. I am so over this grill. for what i paid for this you would think it would work. I told them i want it fixed or i want the grill replaced or my money back. they said we can send a part that was it. i should not have to keep changing parts on a new grill. i am so sorry i bought this. i am sure after i replace this part something else will need to be fixed and they will have to send another part wich will take weeks again. So over this. I want this replced or my money back. I had to give it 1 star because i had to.Weber-Stephen Products LLC
Date: 05/03/2024
Weber apologizes for the frustration that **************** experienced with his new Weber grill. A member of the *************************** team spoke with **************** 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.Review fromKyle W
Date: 04/08/2024
1 starKyle W
Date: 04/08/2024
Horrible experience and terrible customer service. I purchased a brand new Genesis grill and received a product that would not ignite. We called Weber and they refused to send a replacement grill. We have shared our experience and feedback about the product on their website and they have removed the reviews. Their customer service team reached back out and we said we were open to a call to bring this to a resolution and they completely ignored us. We will not be buying from Weber again.Weber-Stephen Products LLC
Date: 04/15/2024
Weber apologizes for the frustration that **************** experienced with his new Weber grill. A member of the *************************** team spoke with **************** 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.Review fromLeah A
Date: 02/12/2024
1 starLeah A
Date: 02/12/2024
I purchased a weber ex-315 grill on 2/5/2024 the electronics do not work at all. I contacted weber on 2/8/2024 and the lady thought it may be the cable pack so she sent one I installed it immediately. It still does not work sonI called weber again that very day and custom service said it would be ***** before they could get back to me I called back well after 48 hours since I've not heard from them and now they tell me it'll be another 48 hours. This company has the worst customer service I've ever dealt with ********************** use to be a good **************** quality apparently not any moreWeber-Stephen Products LLC
Date: 02/27/2024
Weber apologizes for the frustration that **************** experienced recently with the resolution for her grill. A member of the *************************** team spoke with **************** to further discuss her concerns and we came to a final resolution. **************** was provided with the direct number to reach a Weber ******** Service Supervisor if she has any further questions or needs further assistance.Review fromPhillip D
Date: 01/13/2024
1 starPhillip D
Date: 01/13/2024
The worst grill I have ever owned. A gas grill is made to cook food. Sounds simple. Not Weber. The new grills that are being made will not perform well enough to properly heat food. There seems to be a defect in the regulator. Contacted customer service and have not been offered any solution or assistanceWeber-Stephen Products LLC
Date: 01/29/2024
A member of the Weber *************************** team attempted to reach ************** by email, but was unsuccessful with making any direct contact. Appropriate actions will be taken to obtain the necessary information to conduct a proper investigation into this matter. At this time, there is not enough information to verify or address the allegations in the review. We hope to hear from ************** in due course.
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