We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Grills

Mr. Bar-B-Q Products LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2023

    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.
    On October 11, 2023, I contacted Mr. Bar-B-Q company to have a fire pit cover replaced that has a five (5) year warranty. The fire pit cover was purchased May 27, 2019. On October 11, 2023, I submitted a photo of my purchase receipt and photos of the defective fire pit cover. The cover is ripped, dry rotted, and is no longer water-resistant to protect the fire pit. The company created a warranty claim ticket #*******. The claim was for item# ****** purchased from Lowes in 2019.They accepted my claim and e-mailed me the following on October 13, 2023:"Thank you for reaching out. The shipping fee to process this claim is $13.56 . plus, a 3.5% card processing fee. Please let us know if you would like to continue with processing this claim so we can forward your ticket to our sales team who will contact you to process your payment.We look forward to resolving your concern."I did not understand why I am paying shipping fees for the company to replace a cover that is within the warranty time frame.The company responded as follows:"As stated on your limited warranty, Service, labor and transportation costs are not covered by this warranty."If they don't cover service, labor, and transportation, is it really a warranty? I have paid to ship defective items back, and then the company replaced and paid the shipping for the replacement product. In this case, the company does not want the defective cover back. So, they should assume the cost to ship the product back.Again, I am just looking to get my defective fire pit cover replaced at no cost to me as you would expect when an item fails under warranty.

    Business Response

    Date: 11/01/2023

    The policy is clearly spelled out that it is a "LIMITED PRODUCT WARRANTY"

    The shipping charges needs to be covered by the consumer.  I am sorry you are unhappy but it is clearly spelled out.  The  option to replace the cover is still available to consumer pursuant to the warranty, but consumer does not want to pay shipping.  i can waive credit card fee but the shipping fee i cannot.

     

    Sincerely

    ** ***

     

    Customer Answer

    Date: 11/01/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     The company represents the product as having a warranty, however, if you read the details, it lacks reasonability.  As mentioned in the my original complaint, I understand that sometimes a company wants the product back to validate a failure and the consumer "sometimes" has to pay to ship back.  However, in this case ****************** validated the defects via photos and did not want the cover back.  Since the product was defective, the company should assume the cost to ship the replacement.

    Since ****************** wants me to pay the shipping cost for the replacement and I do not want to, can they send me a voucher or coupon to go to my local Lowes store and "pick-up" a replacement cover at no cost?  Or, can *** ****************** refund my original purchase price and I will purchase another cover myself.  Either of these two options would be a reasonable solution in my opinion.

    Thank you for your time and understanding on this matter.

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:09/12/2022

    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.
    Purchased Mr. Bar-B-Q grill from Lowes on 9/5/22. The holes for the hinges were not drilled in the bottom of the grill. Mr. Bar-B-Q customer services states they cannot help me. The other number they give me does not answer.

    Business Response

    Date: 10/20/2022

    This is not a Mr ****B-Q Product.  This product is sold by Revo Aced Corp.  They license our name and sell the product to Lowes.  Our customer service gave the direct number of the manufacturer.

    I would be happy to personally reach out to the manufacturer on behalf of the the consumer.

    They can reach out to me at ************************************

    Or they can contact me at **************

    Customer Answer

    Date: 10/20/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. Through my own diligence, I was able to resolve the problem without the assistance of the company making money from licensing their name. 

    Sincerely,

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



     

Mr. Bar-B-Q Products LLC is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.