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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 fromRich O
Date: 10/09/2023
1 starRich O
Date: 10/09/2023
WORST customer service! Its been over a month and they have not issued me a refund for items I had returned. Each customer service rep I speak with states it will take 3-5 business days for the refund but Ive yet to receive anything. I would never buy their products again!Weber-Stephen Products LLC
Date: 10/11/2023
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 9/30/23 & 10/7/23 for the return of the grill and accessory.Review fromSantiago R
Date: 08/28/2023
1 starSantiago R
Date: 08/28/2023
This is a 0 star review. They do not honor warranties! Worst customer service! They lost me as a customer and I wont never buy or recommend any of their products.Weber-Stephen Products LLC
Date: 08/31/2023
A member of the Weber ************************ team spoke with ************ to further discuss the warranty of his 22 Weber Jumbo *** Premium Charcoal Grill, and the damaged lid. As a courtesy Weber has replaced the grill lid which was damaged in inclement weather, and is typically not covered under the warranty terms and conditions. ************ was provided with the direct number to reach a Weber ******** Care Supervisor if he has any further questions or needs further assistance.Review fromRose W
Date: 07/31/2023
1 starRose W
Date: 07/31/2023
Consider this a ZERO star review. Worst customer service I've ever experienced. Returned a defective grill and the hoops you have to jump to get someone who knows what they are talking about is insane. When you do get the correct department you have to leave a message and pray someone calls you back. When you do ************ from someone they say the same thing, wait 4-6 weeks to get your check. It's been 8 weeks and we still have not received a refund and can't get anyone to call us back. Done with this company. Never again will any Weber products be purchased by us and we have been buying Weber grills for over 30 years.Weber-Stephen Products LLC
Date: 08/02/2023
Weber apologizes for the frustration that **************** experienced recently with the delayed check request. A member of the *************************** team spoke with **************** on 8/1/2023 to further discuss her 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 she has any further questions or needs further assistance.Review fromLucia M
Date: 07/07/2023
1 starLucia M
Date: 07/07/2023
Got a grill that did not work. After a number of phone calls, where I was told to do things like light a match to see if it would turn on, they sent me a part--or, rather, they said they were sending a part, but the part was, a few days later, marked out of stock for weeks (mid July soonest). I was NOT notified of this--I discovered it when it did not arrive & I had to call to find out what was what. FINALLY they sent me a return label. I returned grill and was told, when I called, I would get a refund in 5 days after arrival. I verified the arrival. After five days I called again and was told I would need to wait 48 hours due to a 'system error' and then "hopefully" would get a refund after that. Their customer service is AWFUL. I don't think it's even in the *** . AWFUL.Weber-Stephen Products LLC
Date: 07/14/2023
A member of the Weber *************************** team spoke with Ms. ***** to discuss her dissatisfaction with the Traveler grill and apologized for the customer experience he received. ********************** issued credit to Ms. ****** credit card on 7/12/23 for the return of the grill. Ms. ***** was provided with the direct contact information to reach a Weber **************** manager if she has any further questions or needs further assistance.Review fromJoanne A
Date: 06/09/2023
2 starsJoanne A
Date: 06/09/2023
I am so angry & frustrated with my experience buying a new grill on Weber.com.The 18" ****** Original arrived with several missing parts amounting to over $70. I needed to make two lengthy calls to customer service- after searching online schematics to see what part numbers were missing, After all that, I received two automated emails cancelling the parts I'd requested from customer service- with no explanation.. They are supposed to be mailing the correct parts but I have lost faith in this once esteemed company. Unfortunately, this was a birthday gift for our son. What a disappointment!Weber-Stephen Products LLC
Date: 06/12/2023
Weber apologizes for the frustration that ************** experienced recently with the missing parts for her grill. A member of the *************************** team reached out to ************** on 6/10/23 and 6/12/23 to further discuss her concerns and to try to resolve her situation. ************** was provided with the direct number to reach a Weber ******** Service Supervisor to assist further in this matter.Review fromRobbie T
Date: 05/26/2023
1 starRobbie T
Date: 05/26/2023
I ordered a charcoal grill and accessories. They charged my card. The accessories arrived but no grill. Ive spent 2 hours on calls with customer service only to be told either the grill is out of stock or it was damaged in shipping. Regardless, they cannot help only the ** team can resolve and they will get back to me in ***** hours. So far its been 48 hours and no call. Im disgusted. Im still waiting for Weber to officially tell me the status of my order. I would happily order a grill that is in order but apparently that is not an option. How does a company do business like this?Weber-Stephen Products LLC
Date: 05/27/2023
We apologize for the frustration, and delay that Ms. Thomas had experienced with the order that was placed for her on 5/23/23. A member of the management team from Weber's Customer Service Department spoke with Ms. Thomas on 05/27/23 to further discuss the status of her order. Weber has shipped Ms. Thomas's grill order and the order will be delivered on 05/28/23. Mr. Thomas was provided with the direct contact information to reach a Weber Customer Service manager if she has any further questions or needs further assistance.Review fromFranklin P
Date: 05/11/2023
1 starFranklin P
Date: 05/11/2023
Tried to use the chat feature to get parts. Kept asking for serial number. I know the grill I have but the serial number is not clear. Could not get off this feature with it repeatedly asking me for the serial number. Waste of time. Cannot get parts local and the grill is still under warranty. For what I paid, I expected more.Weber-Stephen Products LLC
Date: 05/12/2023
Weber apologizes for the issue **************** experienced recently. We have reached out to help assist in resolving the issue for replacement parts.Review fromBurnie L
Date: 02/06/2023
1 starBurnie L
Date: 02/06/2023
My wife purchased a cast iron cooktop in October 2022 that unfortunately did not fit my grill. I tried to return it and was told I would receive a return label by email. That never came despite repeated emails. In December 2022 I was told I could keep the cooktop and they would refund our money. The refund never came. Finally in January 2023 I was given an apology, told they would send a refund plus a set of grilling tools for our troubles. The grilling tools came but alas, still no refund as of February 2023. I've purchased my last ever Weber grill.Weber-Stephen Products LLC
Date: 02/08/2023
Weber apologizes for the frustration that Mr. L***** experienced recently with the delayed credit. A member of the Customer Service Management team spoke with Mr. L***** on 2/8/2023 to further discuss his concerns and resolved the situation with processing a credit. Mr. L***** was provided with the direct number to reach a Weber Customer Service Supervisor if he has any further questions or needs further assistance.Review fromAndrew V
Date: 07/22/2022
1 starAndrew V
Date: 07/22/2022
TERRIBLE! Weber is a SCAM! I purchased a grill from Weber and it arrived totally damaged and unusable. I spent over an hour on the phone waiting for customer service and finally got to talk to someone. They would only replace one of the parts with serious damage even though most of the parts had at least scratches and dings from their poor packing. The trouble didn't stop there however! Finally after waiting weeks without being able to use my grill, I was so excited when the replacement parts arrived... I should have know better! Apparently the part that was seriously damaged is out of stock and so they just sent some small parts like handle covers and the lid but not the actual bowl of the grill that I need for it to function. Again I waited for customer service, and finally they tell me I can wait several weeks for the part to come in to stock or return the grill. I asked them to just replace it with a different color. They're unwilling to do that. I asked to speak to a manager, I was told no.This is some of the worst customer service I've ever received. I thought Weber was a respectable **************** but they should be ashamed of themselves.When you try to post a negative review on Weber.com they censor it and prevent it from being posted.What a SCAM!Weber-Stephen Products LLC
Date: 07/25/2022
A member of the Weber *************************** team spoke with ************** today to discuss the situation surrounding his newly ordered Weber Kettle grill, and apologized for the customer experience he received. ********************** replaced Mr. ****** charcoal unit with a similar model of a different color. Full credit has also been applied back to his credit card due to the inconvenience of replacement parts not being available. ************** was provided with the direct number to reach a Weber *************************** team member if he has any further questions or needs further assistance.Review fromDana J
Date: 07/21/2022
1 starDana J
Date: 07/21/2022
I purchased the Weber Spirit II E-210 in May 2020 because I thought Weber was a reliable respected brand. The grill is not maintaining temperature and impossible to light. My second set of k**** are stripped and will not turn. After 7 days of emailing back and forth and countless hold times and being hung up on I am finally told they are sending replacement parts. Weber has the WORST customer service I have ever come across. The reps on the phone lines have heavy accents and are impossible to understand. I will NEVER purchase a product from WEBER again. A If you are looking for a reliable product look elsewhere. One star is too much!Weber-Stephen Products LLC
Date: 07/22/2022
Weber apologizes for the frustration that ************** experienced recently with interactions regarding her request. Weber prides itself in customer service and will take the appropriate steps to ensure coaching and follow-through take place regarding the situation. A member of the *************************** team spoke with ************** on 7/22/22 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.
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