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Business Profile

Sundries

Vision Grills

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 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:05/16/2025

    Type:Product Issues
    Status:
    Unanswered
    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 Kamado Grill in 2023 (Elite Series Kamado Grill) from ******** Sonoma online. From the first year the gas insert would never ignite after purchasing "three" gas inserts from Vision Gills, ****************************************************. All propane gas inserts burned out would not ignite! Now the gas inserts are not available price $289 - I have tried every website with no luck. I would like Vision Grills to replace my gas inserts at no charge - the old gas inserts from ***** are defective.

  • Initial Complaint

    Date:06/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Vision Grill that is made of ceramic. There is a ceramic fire bowl inside. It has several designed splits in it that have since been cracked. Over a year ago I visited their site to try and get a replacement fire bowl for $99. The site claimed they were out of stock, but it lets you signup to be notified when they are back in stock. I never received any notifications, and they never showed any changes in their inventory. I have called numerous times, only to leave voicemails that go unanswered. after a while, the voicemail box remained full and doesn't allow you to leave a message. I have also left messages with the customer service email, but to no avail. I have checked back over the past year, and they have never restocked the site. This was a very expensive purchase only to not be able to use it. This is very poor customer service. I would at least expect someone from the company to reach out to the customers. It appears that a large number of people have purchased yard ornaments, because without the fire bowl the *** pit is useless.

  • Initial Complaint

    Date:05/16/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 Vision Grills ********************* Grill from a Canadian retailer on March 7, 2024. On April 7 I opened the grill to the barbecue and the band holding the top to the hinge snapped and the top fell off and cracked. I contacted Vision Grills and they responded that day saying that they would verify if the broken parts could be replaced under warranty and "Expect to hear from us within the next 3 to 5 business days regarding your claim." On April 15 I sent a follow-up email asking if there was any update. On April 22 I sent another email asking for an update. On April 25 I received a response: "I apologize about the delay... Your case has been approved; We are currently getting quotes to ship from the ** to ******. Once I have that information I will let you know!" I sent a follow-up email on May 4 and another on May 10 asking for an update but have not received any updates yet.

  • Initial Complaint

    Date:03/19/2024

    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.
    We bought our vision grill from academy last summer. At our own fault we cracked the ceramic bowl. I have reached out to Vision Grills via email, phone call, and social media trying to buy a new pot that has been sold out since last summer or maybe before that. Each time the response is sign up for product restock notifications. Its been over six months and no notification. Im sure they are more worried about selling the grill to new customers rather than taking care of existing. Horrible customer service.

    Business Response

    Date: 04/11/2024

    This has been resolved. 

    Customer reached out to us about broken part on 3/19 after not getting Restock Notification.  

    We replied that day and had the replacement part, at no charge, on 3/25. 

    Part was delivered on 3/27. 

    Last communication with customer was positive.

    Customer Answer

    Date: 04/11/2024

    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,

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

Vision Grills is NOT a BBB Accredited Business.

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