Complaints

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.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a blackstone griddle some months ago and contacted customer service about the griddle being defective and having missing items that where supposed to be in set.the actual griddle does not fit nor lock into the griddle holes to hold it in place and missing holes to even sit top griddle part on top, missing metal cover to close when done. I also saw that this particular one is defective so not sure why this model has not been replaced and or marked defective.if family never would have used this before inspected could have caused yard fire.requesting black stone to replace the griddle set we have with a whole new none defective griddle.

  Business Response

  Date: 07/23/2024

  Hello,

   

  Thank you for reaching out again. It appears you tried to open a BBB complaint last fall, and we emailed you directly because we couldn't find any contact information or emails. We never heard back from that email. 

   

  I sent another email to you today in hopes that we can help you better. We do not have any communication history with the emails and phone number provided. We hope to hear back this time. 

   

  Best Regards,

  ***

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21979363
  
  I am rejecting this response because:I have not received any calls and responses to emails sent. As reported this entire item Im contacting because it is dangerously defective and asking for a complete updated replacement 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/05/2024

  Hello,

   

  We have both emails on file that were used in the past complaints. You should have received both emails from ********************************************* The most recent had a Subject line including your complaint ID: ********. Please check your spam or junk folder. 

   

  You may always call ******************** for assistance since we have not heard from you at all. I am sorry we haven't been able to get a hold of you. Our team is more than happy to help you with any issues on your griddle. I will try to call you later this week if not first thing tomorrow so we can sort this out. 

   

  Best Regards, ***

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a 28 in griddle from ******* on 6/16/24 assembled my unit and noted several places of rust, chipped and peeling powder coat. I registered my product and read the warranty noting that the finishes are covered. I didn't take the stickers of of the unit and never turned it on . After a very laborious registration and extremely hard to find customer service link I was able to send an email about my issues. I received an automated email threatening to not contact them about my issue again or my case will be severely delayed. At this time it has been 3 weeks with no response and I have not been able to use my grill as I don't know what Blackstone will do with my issue. I have read several forum comments that they just don't answer customer warranty issues or when they answer they just give lip service and don't honor their warranty.

  Business Response

  Date: 07/23/2024

  Hello,

   

  It looks like our team already contacted the customer, explained the situation, and was able to resolve the issue with them. 

   

  If any further contact is needed, please let us know!

   

  Best Regards, ***

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a 2 burner griddle for Fathers Day and had difficulty during the first lighting. We discovered that the k**** was not pushing in the center post. We eventually stuffed some paper into the center k*** hole and was able to make it work temporarily. I would like to get two knew correct k**** Thank you.

  Business Response

  Date: 07/12/2024

  Hello,

   

  Thank you for bringing this to our attention. 

   

  Our support system does not show that ****************** has contacted us any time in the past, so we sent an email and are working on getting a new set of k**** sent out. We are just waiting for some griddle model information to be sent from the customer. 

   

  We hope this offer is satisfactory for both parties. 

   

  Best Regards, 

  ***

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 22in blackstone adventure griddle. Have submitted 3 tickets to them as the grill does not ignite properly and the igniter are not functioning as they should. No one will get back to me. Was told by ******* to go thru Blackstone. Tired of the run around. Have owned one for many years and now ready to go to another company

  Business Response

  Date: 07/12/2024

  Hello,

   

  We appreciate you reaching out. We apologize for the delays you experienced in getting support. Our Customer Support team fell behind after the most recent holidays, and it took us a while to get caught back up. 

   

  Our records indicate that the necessary parts were ordered and have shipped out to you. If you need further assistance, please let us know in your ticket. 

   

  Best Regards,

  Jenecca

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  WIFE ORDERED NEW BLACKSTONE GRIDDLE FOR ME FOR FATHER'S DAY. ORDERED ***************** STORE , THEY DELIVERED. DECIDED TO TRY BEFORE FATHER'S DAY , FIRED UP , BBQ'D , THEN WAITED 2 HOURS , WENT TO FIRE UP AGAIN TO CLEAN SURFACE , WOULD'NT FIRE UP !! TRIED SEVERAL TIMES , NOTHING . BEEN TRYING FOR SEVERAL ************ , NOTHING !! CALLED ****** , THEY SAID CALL BLACKSTONE FOR WARRANTY HELP. BEEN TRYING FOR DAYS TO CONTACT BLACKSTONE , CALL , GET PUT ON HOLD FOR 15,20 MINUTES EVEN LONGER , THEN THEY HANG UP !! TRIED SUBMITTING ONLINE REQUESTS AS WELL , NOTHING !!!!!!! SO HAVE NEW GRILL THAT WON'T WORK & NO HELP FROM BLACKSTONE !!!! WOULD LIKE REFUND FOR THIS JUNK !!!!!!! THANK YOU !!!!!

  Business Response

  Date: 07/12/2024

  Hello,

   

  We did the necessary troubleshooting with the customer and we were able to come to a resolution that worked for the customer. 

   

  We are looking into where our phone system would have hung up on the consumer because our agents do not put customers on hold and hang up. We only had one call on record with the customer and the customer ended that call. We are pretty sure there was something wrong with our waiting queue that day, and we are working with our phone provider to find more details. 

   

  Best Regards,

  Jenecca

• Initial Complaint

  Date:06/08/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on the memorial day sale online. Was supposed to be a pizza oven with a cutter, dough box, pans, and cover. All they sent was the oven. They will not answer the phone or emails. Cannot get a hold of them to rectify the problem.

  Business Response

  Date: 06/20/2024

  Hello,

   

  Thank you for reaching out! We apologize for the delays you have experienced in getting assistance. 

   

  Our Support team has been severely understaffed this season. We often try our best to plan ahead, and each year, we sell more Blackstone Griddles than expected. 

   

  That being said, our team has been working diligently to hire more help and do more emails each day. It looks like you recently spoke with our team and it was discovered our website had a glitch and didn't ship the full bundle. We also see that the order was placed for the additional items to be sent. 

   

  If you need anything else, please let us know! Thank you for giving us the opportunity to make this right.

   

  Sincerely, ***

  Customer Answer

  Date: 06/21/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased our Blackstone Grill model #1902 in July of 2023. We have used it about 6-7 times in total since purchasing it (we live in MN and did not use it during the winter months, but stored in a heated garage). We recently used it for the first time this year on 5/29/24 and noticed that the grill was not heating the way it should while we were seasoning it. My husband checked the propane tank and realized that the heat from underneath the grill had melted the gas line and it was leaking gas under the grill. Obviously this is a significant safety concern due to the nature of the gas leak and the open flame in the grill. We shut it off immediately and I reached out to Blackstone via their online chat with a request to be contacted. I was told I would receive an email to follow up, and never did. Additionally we noted that the design of the grill traps heat in the storage drawers below, and this melts any utensils or items stored in them. The drawers have to be emptied every time before use which also seems to pose a hazard. We find that overall this specific grill model and design create more hazard than benefit when being used.

  Business Response

  Date: 06/08/2024

  Hello,

   

  Thank you for reaching out! We are sorry to see this happened. 

   

  This is definitely something we can help with. We found the missed chat you mentioned and we emailed you a few options to get this taken care of. 

   

  We look forward to hearing back!

   

  Best Regards,

  Jen

  Customer Answer

  Date: 06/10/2024

   
  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,
  
  ****** ******

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Recently bought a Blackstone from Lowes. The igniter worked the first time but not after that. I tried to call customer service ...waited about ***** and nobody came to the phone during business hours. The prduct is under warrenty, I want the igniter to be replaced so that it works!

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for taking the time to reach out to us! We truly apologize for the devastatingly long wait to talk to a live rep. 

   

  We are very short staffed at the moment, and despite recently doubling our team size, our busy season started much sooner than expected. We are hoping these wait times improve in the next few weeks. 

   

  That being said, we found a registration, so we sent you a quick email to verify information before we place an order. We hope to hear back soon! 

   

  We apologize again for the inconvenience, and we appreciate you giving us the opportunity to make it right. 

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Blackstone 8/13/23 for $412.85. Set it up roughly a month later. Immediately I knew something was wrong based on this hissing/******* noise coming from the tank/regulator area. I leak tested and did not see any leaks prior to using.I reached out to Blackstone on September 29 and they sent me a new regulator after they had me send him some photos and videos of what was happening. Installed the new regulator... same problem. **************** then said it sounds like a gas/tank issue.Swapped tanks again... same problem. Said they would look into what could be causing the problem Blackstone customer service then said the noise wasn't a concern and that I "should be safe to use either of the regulators". I let them know I was not comfortable using the grill with this sound considering the risks involved with gas/propane. I asked if Blackstone would accept liability if there was an explosion or fire. They did not respond to my question. I also asked for a refund or replacement, which they denied.I mentioned that I've seen other peoples reviews and posts online of similar issues who've had it fixed by replacing the regulator, tank or tightening the connection. I did all of those things, in some cases multiple times. Still had and am STILL having the issue.I let them know I have children and can not have a risk like this. They then told me they ordered me a new regulator and gas rail but the parts are on back order and could ***********-8 weeks or possibly more before they will ship.I asked for a phone call and was told that likely wouldn't happen. I told them I cannot wait 6-8 weeks to see if this grill will work or not. I have never left a review like this in my life. This situation is ridiculous. They then said they don't think the sound is a problem, but that the grills aren't "supposed" to make that sound. But they don't think it's a problem. I want a refund and to never deal with this company again. Stay away!

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out to us. We are sorry to hear about the frustrations involved in your case. 

   

  It looks like this wasn't handled how we would typically recommend. We had our supervisor take over the case and work with the agent you were talking to before. That way there is an understanding on how this could have worked out better for you both. 

   

  Please watch for an email from us in that same thread. You should have it shortly. Safety is our top priority and we want to ensure you feel comfortable using your griddle. 

   

  Best Regards, 

   

  ***

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 online February 2024. Assembled start of May. Orifice broke while converting to natural gas. Spoke to blackstone rep. Told no warranty because I used a third party kit since blackstone official kit was sold out. Also told 6 to 8 week wait. Summer will almost be over be the time this is resolved. How do you seriously tell a customer to pay for a warranty part and wait 2 months to get it on a brand new griddle?

  Business Response

  Date: 06/03/2024

  Hello,

   

  Thank you for reaching out! We are sorry to hear about this experience. We see you also left a review with us. 

   

  Our goal is always to help you the best we can. It looks like you were working with our Canadian Support team. They function similarly to us, and sometimes we run out of parts before the new inventory can arrive. It is never our intention to make you wait that long to get your griddle set up and ready to go. 

   

  We contacted them for more information on your case, and we will get back in contact with you once we have the full picture on timelines and expectations. Thank you!

   

  Best Regards, 

  Jen

  Customer Answer

  Date: 06/05/2024

  
  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.
  
  The supplier has contacted me and is shipping new part under warranty today.  While I am pleased to be receiving my needed part it's still disappointing that it took a complaint to the BBB to get Blackstone to do right by their customer.