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:12/05/2023

  Type:Delivery 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 purchased a blackstone griddle over two mons ago and it arrived with the wrong part leaving it unusable as it was intended. I've contacted the company and have yet to received the needed parts needed.

  Business Response

  Date: 12/11/2023

  Hello,

   

  We are sorry to hear about this. After looking at your ticket, you were missing side shelf brackets, and although you are correct that it keeps you from using as intended, we hope it didn't keep you from using it altogether. 

   

  That being said, we show your brackets actually arrived last week and shipped out! Hopefully you still enjoy the compensation we sent to you for the inconvenience! You should get updates with your tracking in an email shortly. 

   

  Again, we apologize for inconvenient 8-week wait for the parts. They were unexpectedly delayed, but all our parts are starting to arrive slowly but surely. 

   

  Best Regards, ***

• Initial Complaint

  Date:12/05/2023

  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 new griddle from ****** for approximately $700+tax. Griddle worked well for 2 months until an unreachable internal s**** broke. I opened a warranty which was honored as valid, told parts were being ordered from oversees. No timeframe will or can be provided as to the arrival of the needed parts. Based on online reviews I do understand this is a known and re-occurring defect with this model of griddle. I have been waiting nearly 3 months since opening the warranty claim and have a griddle which cannot be used due to the defect. In my mind the warranty is worthless if the parts are not able to be reasonably obtained for repair. I am not confident the necessary part will ever arrive. I am also not confident that they will send me the part I need to actually remedy the issue I am having. For more information please reference support/warranty claim ******. I have emailed and called. The expectation of the manufacturer is that I should wait indefinitely for replacement parts which may or may not actually be coming. They are unable to provide any timeline at all. It literally could take 'several months' or even years to receive these parts and I do not find that acceptable. I have had a broken griddle for longer than I had an actual functional griddle.

  Business Response

  Date: 12/11/2023

  Hello,

   

  Thank you for reaching out! We are truly so sorry for this situation. It is not ideal in the slightest, and we understand you have been more than patient. Where this is not a model we carry directly in our warehouse, we do not even have full product we can pull from. The delays have been difficult as well. 

  After looking at your backorder, it looks like you have been waiting 6 weeks. Although you have been patient, we are looking into alternative solutions. I sent you an email with more information on what that looks like, and we hope to get a solution and hear back from you soon!

   

  Best regards, ***

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20962330
  
  I am rejecting this response because: My unit broke and I submitted my initial inquiry about repair/warranty claim on September 26th 2023. I have written correspondence with Blackstone to confirm this date. This is 78 days and much more than the 6 weeks you cited. There is no end in site. You have a warranty on this item and need to honor the warranty in a timely manner. If you cannot get the replacement parts needed in a timely manner than refund me for the purchase price and/or replace my unit please. Your response did not provide any sort of resolution it just kicked the can further down the road and that is not acceptable to me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/04/2024

  We definitely had a delay on our end where I was out of the office for the last week due to sickness, but we have found a resolution that would be quicker than waiting on the whole main body. An email was sent to **********************, and we both apologized and have placed orders for all the parts needed. 

   

  **********************, 

  My apologies again for the inconvenience of your case. We definitely should have gotten this resolved sooner, and this information has definitely been forwarded to our quality team, our parts team, and our support team. 

  As mentioned in my email to you this morning, you should have all tracking tomorrow at the latest. Since I sent that email, I got the order with seasonings and hardware released to be packed first thing and sent out tomorrow (expedited). 

   

  Thank you for working with us despite the obstacles and delays. We hope you will be able to enjoy your griddle to its full potential after this. 

   

   

  Sincerely, ***

• Initial Complaint

  Date:11/21/2023

  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.

  This company is advertising black Friday prices directly through them but you can get the same grill through Tractor Supply for $250. Or even Walmart for $300. I asked for a price match at least since their "black Friday" prices are misleading. They don't want to do that. They want me to pay to send the product back. I tried to cancel within 24 hours but they already "shipped" it. So now I'm screwed when I can get the same grill for 250 right now.

  Business Response

  Date: 12/04/2023

  Hello,

  
  Thank you for reaching out! We are sorry to hear you are upset with our support team and policies. We would like to offer more clarification.

  
  Whenever an order is placed, you can definitely submit a cancelation request. Our team works hard to ship orders as quickly as possible, especially with all the holidays coming up. Because of that, we can never guarantee it will be able to be canceled. Although the label said it created later in the afternoon, that can just reflect when the item was scanned in initially. Most of the inventory in our warehouse ships before 11:30am.

  
  We also had a Black Friday Price Match Guarantee listed on our website. The ad said, "Black Friday Price Match Guarantee" and then had a link to read more details. This opens up an FAQ that explains multiple times it only applies to griddles on blackstoneproducts.com. A lot of times, our pricing is higher because we do not compete with our retailers. We also sell at MSRP, and some of our retailers import their own inventory and get better pricing that way.

  
  It is never our intention to make you feel mislead. We do our best to put as much information out there as possible. That being said, we covered the shipping of the griddle to you, and cannot cover the return shipping based on this request. If you have any further questions, please let us know. We apologize that we cannot offer what you are looking for.

  
  Best Regards, Jen

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  Bought a pizza oven that had difficulty lighting over time until it became impossible to light. I performed troubleshooting measures as advised by a tech. They failed and the tech advised the "main body" of the pizza oven needs to be replaced. I was advised the part is on backorder with no eta.Once it does arrive, I am expected to make the repair. I asked for a replacement oven or a refund and was advised that is not possible.I want use of my $800 pizza oven restored or my money back.

  Business Response

  Date: 12/04/2023

  Hello,

   

  We spoke directly to this customer the day this complaint was filed, and after a lot of conversations internally, and collaboration with other departments, we were able to part out full product to fulfill backorders for customers like **********************. Those parts were shipped last week, and they should all be receiving them within the week. 

  Although it was not resolved in the manner we would have liked, we were able to correct the issue. Should anything else come up, ********************** has a direct email with Support management. 

   

  Sincerely, ***

  Customer Answer

  Date: 12/05/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:11/08/2023

  Type:Delivery 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.

  Received a pizza oven as a gift in July 2023. Worked two times then can keep the burner lit. Company indicated the would replace the bottom portion of the oven but could not provide a ship date. Three months after my complaint and they still cannot provide a ship date. I requested a new oven and was told no. Mean time the clock is ticking on the warranty.

  Business Response

  Date: 11/09/2023

  Hello Mr. *****,

   

  This is Jen, we spoke a little while ago. I also handle the BBB cases, and I was sad to see the case was not resolved how we had discussed previously. I have since taken the case and spoken to the agent involved before to make sure this is avoided in the future. You should already have that email in your inbox, and I look forward to hearing back. 

   

  In general, it is never out intention to keep you from enjoying your pizza oven that long, and your request for an extension on the warranty was reasonable and should have been accommodated. I hope we can still make this right for you. 

   

  Best Regards, Jen

• Initial Complaint

  Date:11/04/2023

  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.

  We purchase the Blackstone Tailgater in December 2022. We’ve been happy with it, but the paint has been chipping off and rust appearing in multiple areas. First the griddle hood started to chop pain and rust. In January, I emailed Blackstone with photos and copy of the receipt, Blackstone responded quickly and sent a new hood. Then other areas continued to go bad. I sent several emails to include photos with no response. Finally got a response that Blackstone would send replacement parts. I requested just a replacement unit, Blackstone replied stating the Tailgater has been discontinued. I replied stating a replacement of a flattop griddle would be fine (the 36” griddle is actually a cheaper unit). Blackstone insisted on sending multiple replacement parts, some which are on back order and I’m responsible for rebuilding this defective grill combination. Not what I would have expected from this company. Our Blackstone continues to deteriorate (it is kept out of the weather), I never expected that I’d be rebuilding our unit one replacement piece at a time. We paid $449.00 + TX tax

  Business Response

  Date: 11/09/2023

  Hello,

   

  Thank you for reaching out. We are truly sorry to hear about your experience. We never like to see powder coat that doesn't last as long as it is supposed to, and that definitely isn't the norm. 

  I am also sorry to hear that you were unsatisfied with the help offered. We can understand where you are coming from. We have reviewed this with the agent involved, and you should receive another email from us shortly with some additional options. 

  We look forward to helping you get this resolved. 

   

  Best Regards, Jen

• Initial Complaint

  Date:10/01/2023

  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 this item for a big bbq/birthday. Entire unit was poorly made. None of the holes match on the actual grill unit. There even holes that should be on the main unit that they didnt even bother to put holes at so accessory Swaps wont work.all the years I have been grilling I have never had a unit where the main Blackstone grill itself is missing so many holes and so many hazards. I contacted customer support and was basically told oh well deal with it.Im asking for Blackstone to ship me an updated unit that works and accessories that actually go and fit with the unit. The product that they are selling at stores like *********** Lowes etc need to be recalled because they are defective

  Business Response

  Date: 10/13/2023

  Hello,

   

  We are really sorry to hear about your experience! Our team is here to help, and I cannot find any emails or phone calls from you in our system. It is hard to imagine our team telling you that we can't do anything, especially if that is how your griddle arrived. 

   

  I personally sent you an email to help you get this taken care of. If you can respond there, we can help you better. 

   

  Best Regards, ***

• Initial Complaint

  Date:09/19/2023

  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.

  I bought a new pizza oven in May. It lit 4 times then was unable to keep flame on. I contacted the company in early June. They said they would send a replacement part and send me a check for $50. I have received neither yet. They originally told me I would get the part by the end of August. Now they are saying no promises but hopefully by the end of this month. I bought a new pizza oven in spring and have not been able to use this entire summer. There $50 comp is laughable even though I have not received it yet. Ive been very patient but Im done with that. I asked if they could send me a whole new one and was told they dont do that

  Business Response

  Date: 09/21/2023

  Hello,

   

  Thank you for bringing this to our attention. We are so sorry to hear about your experience. 

  It looks like you have worked with multiple agents, and a lot of information has been lost in translation. My goal is to streamline that for you from now on. 

  We have experienced quite a few delays this summer getting parts for our newer items, and it has caused some backorders like yours. Our team was able to get permission to part out full inventory to cover orders like yours, but we are short-staffed at the same time. We are working on expanding our team and making time to get these done as quickly as possible, and I want you to know we are not trying to make you wait any longer than necessary. 

  I sent an email to you about the refund. We don't have the funds you used to purchase the griddle due to it being purchased via one of our retailers, so our team is doing their best to get a partial refund approved. We can normally only do that if it was purchased from our website. I also sent over an offer for some accessories, and I look forward to hearing back! 

   

  Best Regards, ***

• Initial Complaint

  Date:08/11/2023

  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.

  Order for the 36" Griddle was placed on 7/12/23, the product arrived on 7/20/23 . The packaging had very minor damage, which I would consider acceptable for size and weight. However on inspection the main body was bent in 3 locations with at least 4 rivets popped out and the box of hardware was open and strewn all over the box and the finish on one of the side shelves was rubbed smooth. I submitted a support email to them on 7/21/23, waited 4 days and I was never acknowledged. So on 7/24/23 I used their chat feature on the website, after waiting for a while they finally responded that they would send replacement parts, I was a bit surprised since the only functional parts I have are 1 upper shelf, the lower shelf and the actual griddle top. As of 8/10/23 I have only received 2 packages with nuts and bolts. I attempted to reach back out to them by email and received no response, I then attempted their chat but no one ever answered and it timed out. I then called after waiting on hold for longer than I should have, I was told my parts are backordered with no ETA, and could be months. Being as this company is still selling the products means they have the ability to get me a working unit and choose not to. I was told I could not speak with a supervisor, and could not be refunded due to this companies unwillingness to ship me a usable product unless I pay restock and shipping fees for their lack of ability to provide me with the product I paid for. To top it off the representative told me " we don't ship a complete replacement because it will arrive damaged" so this company knowingly ships products in a manner in which they will be damaged.

  Business Response

  Date: 08/17/2023

  Hi ****,
  

  
  Thank you for reaching out! I am sorry to hear about your experience. We never want our product to arrive in that condition, however, there are a few statements here that are not true. 
  

  
  Although it shouldn't have arrived damaged, you can use the griddle. The damage is cosmetic on all counts and our agents sent the hardware necessary for you to use the griddle while you wait for ************ body to arrive. When the order was placed for the parts, you were told they were on backorder at the same time. 
  

  
  We do not ship full units out as replacements for warranty because the whole griddle isn't a lost cause and a smaller package has a higher chance of arriving in perfect condition. It is not because a new one is guaranteed to arrive damaged. We do our best to provide packaging that can withstand normal shipping. It seems that yours has some damage, and for that, we are truly sorry. 
  

  
  We have held up our end of the warranty by placing the order. The parts will be here within the next few months. This is not how it was supposed to be, but they were delayed. 

   

  As mentioned above, you are more than welcome to use the griddle in the meantime, and we will still send out the main body. As for the shelf you also needed, we are happy to help with that, but we need a photo of the part and the issue so we can place the order. 
  

  
  I have sent this same response in an email so you can respond there and we can work on ordering the shelf and clarifying any questions you may have about using the griddle. 
  

  
  Best Regards,
  
  Jen

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20455533
  
  I am rejecting this response because:

  Nothing has been resolved.  I still do not have a functioning unit.  A unit that has open flames and a damaged heat shield is not usable. A unit with rivets missing from the main body structure is not usable.  As of last contact with Blackstone the nuts to assemble have not been received and are also on backorder so the unit is not usable.  Bottom line is I have a unit that is unusable.  Then if the unit was usable, I would have to assemble their damaged unit, wait months to get parts and hope they are not damaged then take the entire unit apart since it is the main body that is damaged and re-assemble the entire unit.  As my time is precious to me I find this unacceptable.  I purchased the unit so I would be able to use it within weeks of ordering, not months.  The only acceptable solutions are to get me a functioning undamaged unit within 2 weeks, or a no cost refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/28/2023

  Hi ****,

   

  I am attaching a portion of my last email to you: 

  
  
  Thank you for reaching out. My goal in the last email was to let you know we are doing our best. To move forward and get to a resolution, I asked for a photo of the shelf so we could put it on order as well and then I stated that we could send screws. The only part that seems it would need bending is the heat shield itself. If you do not wish to do so, I can skip on sending the hardware. 
  
  Our warranty is going to cover parts, and it is always expected that the customer replace the parts. We do not ask you to do anything much farther than what is in the assembly instructions or that can be done with a screwdriver. 
  
  I presented that option to help you be able to use your griddle sooner. If that is not the route you wish to take, I can leave the main body on order and we can just move forward with the shelf issue you brought up earlier. 
  
  My point is not that you are wrong, there were just statements made that we hadn't been communicating with you at all about any of it, and I wanted to be sure you saw the email. I appreciate you letting me know you didn't read it and that is where it came from. 

   

   
  We are able to continue assisting you through the warranty, and I also sent you information on possible compensation. If you can respond there, we can continue to help. 

   

  Best Regards, ***

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20455533
  
  I am rejecting this response because:

  This solution does not meet expectations.  Blackstone customer service did reach out and did make some concessions on pricing.  However that does not satisfy my needs or expectations, they have been un-able to provide the undamaged product ordered within an acceptable time frame.  As previously stated the appropriate measures would be to have an undamaged product by 8/31/2023 or a no cost return/refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/28/2023

  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.

  I purchased a Blackstone griddle June 16,2023 along with their natural gas conversion kit. We installed the kit and when we lit it, the gas line that was provided had a hole in it. It started the underneath of the griddle on fire and melted off one of the knobs. We were able to get the fire out ourselves and shut the gas off. We cannot use the griddle anymore because it just leaks gas through one of the orifices. I registered my product and have tried every way possible to contact Blackstone to no avail. No email response, no Chat response and cannot get through on the phone. Extremely frustrated and disappointed in their customer service (or lack thereof)

  Business Response

  Date: 07/28/2023

  Hello,

  Thank you for reaching out! We are really sorry to hear about this experience. The delay and issue are both unacceptable. 

  Our team has been short staffed this week, and our wait times have been higher. We have also been experiencing problems with the power and that made it difficult to answer our calls when they were being dropped. This is not an excuse, but hopefully something to help you understand we would never ignore you as our customer. We value each opportunity to help you be confident in your purchase!

  In any case, we are sorry to hear about this situation. I did some digging for you to get this resolved and found you actually sorted it out today with our team and you were able to find a resolution before the end of our business day. It doesn't seem there is anything else I can do for now. If that is not the case, and you still need assistance, please reply to that email, and we will be able to get back to you quickly. 

  Thank you again for being a Blackstone customer, and for allowing us the opportunity to make it right. 

  Sincerely, Jen

  Customer Answer

  Date: 07/31/2023

   
  
  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,
  
  ***** *****