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Business Profile

BBQ Supplies

Camp Chef

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in BBQ Supplies.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 7 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:09/12/2023

    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.
    I bought a camp chef Woodwin XL and have nothing but trouble, not to mention large fires. Ive already had to replace the power unit and the connection issues continue. The machine is a safety hazard based on the design. I want a complete refund. I also bought pizza oven attached and the side kick. They are unusable.

    Business Response

    Date: 09/19/2023

    On 9/14/2023 we tried calling *********************** and left him a voicemail. We have not yet heard back from ****************. We would be happy to help him with his grill and to help resolve the issues he is having. 

    Customer Answer

    Date: 09/19/2023

     
    Complaint: 20592719

    I am rejecting this response because: I have been communicating via email with camp chef in reference to this complaint.

    Sincerely,

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

    Business Response

    Date: 10/02/2023

    One of our Camp Chef representatives were able to reach out to *********************** and we were able to ship him out a new unit to resolve his issue.

  • Initial Complaint

    Date:08/08/2023

    Type:Customer Service 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 07/22/23, I made an online purchase for a grill. Shipping was supposed to take ***** days. I have not yet received the package. On 08/04/2023, I reached out via email and explained upon ordering that I checked out as guest and had a typo in the email address used. I explained that I had not received shipping information d/t the typo, I gave the correct information and the order #L0P00105244. I have called the customer service line on 08/07/2023 and again no response. I am currently on the phone on hold and have been for 15 minutes with customer service with NO answer.At this point, I no longer want the grill d/t poor customer service and slow shipping times. It has been 17 days since I've placed my order

    Business Response

    Date: 08/20/2023

    We looked into Glia Lege's order she placed online and unfortunately the order didn't go through on our website and was rejected by the payment system. The automatic email that should have notified her appears to have not worked. We reached out to help Glia Lege place a new order. 

  • Initial Complaint

    Date:07/17/2023

    Type:Delivery 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.
    Purchase a Model# PG24ZG2 pellet grill from Dick's Sporting Goods Price$460.10 on March 9, 2023. Cooked on it three times without a problem. July the 3rd cooked again and the temperature was all over the place. Tried contacting Camp Chef. After several days they emailed asking for a description of the problem along with other cooking questions. I have been cooking with numerous pellet smokers for better than 30 years. Finally July 10, a representative placed an order for a new thermostat and controller. A couple of days later, got an email stating they would be delayed 4 or so days. Been on the phone waiting one hr and have not been answered. No tracking #, no information of any kind. I just want my smoker repaired.

    Business Response

    Date: 07/18/2023

    The replacement parts were shipped via FedEx tracking# ************ and were delivered this morning. Please let us know if you need additional help.

  • Initial Complaint

    Date:07/13/2023

    Type:Delivery 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.
    Ordered a new Camp Chef Woodwind Pro. Assembled and ran the whole pre-start checklist per the manual. Trying to get the initial burn but it will not ignite, it just feeds the ash cup with pellets.

    THE MAIN ISSUE IS Like SO MANY others on prior complaints, getting in touch with anyone from Support is a joke. Emails, multiple phone calls and left messages... nothing. SO frustrating not being able to talk with anyone to fix what may be a simple issue, in the meantime I have a $1,300, 200-lb brick in my garage wasting space. I NEVER should have brought this thing. Glad I kept the box

    Business Response

    Date: 07/18/2023

    We have been trying to get in contact with **** **** since last Friday. We have tried calling, leaving voicemails, and we sent an email. We have not hear back at this time. We would still like to work with **** to help resolve his concerns and issues he is having with his grill if he can either respond to the voicemail or email we sent. If there is a better method of contact we should use, please let us know. 

    Customer Answer

    Date: 07/31/2023

    Hi ******, 

    I tried to call your direct line today, but gave up after 10 minutes of waiting on hold again. 

    I resolved the grill pellet feeder issue on my own, but I'm still obviously very disappointed that it takes a BBB complaint to get a response on what would've been a relatively simple fix. I called multiple times about the feeder and emailed about a delayed package and never heard back. I filed a BBB complaint and the next day I got your call, which I have to assume from from someone in leadership not pleased with being called out in a public forum.

    The single most frustrating part is knowing that if I have ANY issues with the grill further down the road that I'd have to play this game all over again for what is supposed to be a pretty high-quality product. It's not your fault clearly and none of this is aimed at you, but if anyone upstairs is looking for feedback, Camp Chef could do better by either hiring more Support Staff so simple questions can be answered relatively quickly.

    Thank you,

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

    Business Response

    Date: 08/20/2023

    Our **************** team member has been in contact with ***************** to help resolve the issues he has been having. 

  • Initial Complaint

    Date:06/29/2023

    Type:Customer Service 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.
    6/18/2023. Bought and Paid for bbq grill parts 1 burner 1 heat deflector and 2 flavor screens when order arrived I did not receive 1 flavor screen. **************** will not answer phone calls will not call back and no response from email either need the part or need to send burner and heat deflector back for refund

    Business Response

    Date: 07/05/2023

    We have shipped the missing part to *************************. It was shipped via FedEx 780650925679. The tracking number shows it was delivered today. Please reach back out to us if we can help in any other way. Thanks. 

  • Initial Complaint

    Date:06/20/2023

    Type:Delivery 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.
    Ordered a new smoker parts are missing that are referenced in the manual. Called 2 times no answer and have sent a message to support without a response. I am not confident what the name of the part is because the instructions are terrible. I think it's called a butterfly valve for a xxl pro vertical smoker. The missing part is feom step 12 of assembly.

    Business Response

    Date: 06/21/2023

    Our **************** team spoke with *********************** today and we are sending him the parts he needs for his grill at no charge. 

    Customer Answer

    Date: 06/21/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:06/16/2023

    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.
    I have been trying to contact Camp Chef about getting replacement parts for my grill. I have gotten parts last year and called ordered parts no problem. This last month I have waited on hold for hours , left voicemails , emails and online messages on the camp chef website. I have not been been able to contact anyone. This is not just a one day problem. i have been trying for a month. Dont know what happened. I was worried camp chef went out of buisiness.

    Business Response

    Date: 06/19/2023

    We were able to get in contact with ***************************** today and we are sending him the warranty parts he needed at no charge. 

  • Initial Complaint

    Date:06/09/2023

    Type:Product 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.
    I purchased a portable flat top griddle from Camp Chef that I would like to return. They have a 30 day return policy but unfortunately they do not respond to email, voice mail, online chat. I have waited on the phone, asked for a call back but never a response. I need to get through to someone before the 30 day period is up. Even sent their corporate president an email (will see if that helps).

    Business Response

    Date: 06/20/2023

    Our CS rep authorized the return on June 12th and issued a refund back to the customer's original card on June 13th for the full price of ************ $254.39. 

    Customer Answer

    Date: 06/20/2023

     
    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:06/02/2023

    Type:Product 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.
    I ordered, and paid for, the Camp Chef Woodwind Pro 24 (order #LOP00093843) on May 15, 2023. I also ordered the Sidekick with grill box, griddle, and pizza oven along with the bags and covers. In all I have about $2100. in purchases for this smoker. After constructing the Woodwind, when I started it the controller screen stayed black and wouldn't turn on even though the fan started. I tried to call Camp Chef but after twenty minutes got a message that operators were not available and to leave a call back number. Called back several times but no one ever called back. The chat line seems to always be offline. Over a week ago I sent an email asking for help and as of today still no response. In just over a week I'm flying internationally and won't be back until the middle of July, which means I will need to start the entire process over and, with their lack of responsiveness, I probably won't be able to start using it until sometime in August, if then. Perhaps a little positive news is that I found the same PID controller online for $220. Doesn't really seem fair that I would need to buy a controller after just buying a new smoker but, the money may be worth it as I will still have some time smoke some meat this summer.Another concern is that i ordered a grill box and pizza oven from Camp Chef. A week later a second grill box and pizza oven arrived. I sent them back and sent Camp Chef a note telling them that they had delivered extras and that I had returned them (of course, they never answered my email) Fed Ex then arrived with a third pizza oven, which I also returned. Thought it was the ethical thing to do but now starting to think that if they keep coming maybe I should just sell them on **** and attempt to get enough money to pay for the new PID controller that I need. Apologies for the long rant but just really frustrated and not sure how to resolve this issue which is probably only an issue because they won't answer calls and emails.

    Business Response

    Date: 06/05/2023

    Our customer service team spoke with ******************* on Friday June 2nd. His grill is covered under warranty and we are sending him a new controller at zero charge to help him get back up and running asap. The controller shipped out of our **** warehouse today via ***** Overnight and should be delivered tomorrow. 

    Customer Answer

    Date: 06/05/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and while I find that this resolution is satisfactory it was only the secondary part of my concern.  Camp Chef has always had an exemplary record of meeting their client's needs when a part is faulty and the part or the even the complete product needs to be replaced.  Because of their reputation, once contact was finally made, I was therefore not surprised to hear that my faulty part would be immediately replaced.  The difficulty, and the main frustration is that it is nearly impossible to ever reach someone at customer service.  When you call you're asked to leave a call back number......no one ever returns the call.   If you send a written message on their contact form it may take weeks to get a one or two sentence reply back.  And their  support chat line never sees to be connected and operating.   Sadly, I don't think that I would have received a response to my problem still if I hadn't reached out and filed a complaint with Better Business Bureau.  In conclusion, yes, I am happy that a new part is on the way but I am still less than satisfied in how difficult it is to make contact with anyone in the Camp Chef Customer support team.  If ********************** wants future customer loyalty they will have to do better.

    Sincerely,

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

  • Initial Complaint

    Date:06/01/2023

    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.
    Bought a pellet smoker 5/31/23. Wrong part enclosed for mounting front shelf. Have called 4-5 times; tried waiting on hold, using stay in queue for Rtn call, and leaving message. No return call for 4 days so far. Have emailed 2 times to 2 email addresses. No return email.

    Business Response

    Date: 06/05/2023

    I spoke to ***** *** today and he was able to swap out the front shelf he purchased at the dealer where he made his initial purchase. He now has the parts that he needs for his front shelf.

    Customer Answer

    Date: 06/05/2023

     
    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,

    ***** ***

Camp Chef is NOT a BBB Accredited Business.

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