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:07/24/2023

  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 was given a Blackstone grill last year 2022 as a gift for Father ***. The grill was used less than a dozen times last year and covered all winter long. When opening cover in the spring the grill had severe ************ above and beyond normal wear and tare. Everything aside from the grill legs, Lid, and cast iron grilling surface were severely rusted and pitted and the coating on all k**** was flaking off. I called in mid May (roughly) and submitted a warranty claim about the issue. The company went over all my pictures and agreed to replace all affected parts. I disassembled the grill and waited for parts arrive. Round 1, only 1 part (incorrect) was shipped. I received the only part that did not have rot and rust which was the grill lid. I called a second time and was told the correct parts would be shipped. Round 2 only 1/2 of the damaged parts were received. I called back a 3rd time to request the parts I did not receive and was told they would be backordered through October 2023. I requested that they please send me a new grill, refund my money, or please send me the replacement parts in a reasonable time frame. None the options I requested were entertained. The only offer given was to give me a discount on purchasing ANOTHER grill. I refused and told them I would not be spending any more money on yet another grill when the one I have barely got any use and was rotted in less than 1 years time when properly cared for. Its is now July 24th 2023 I have called over a dozen times and still not been given any proper resolution. Blackstone does not stand behind their products and customer service to resolve issues is non existent.

  Business Response

  Date: 07/24/2023

  Hi ****,
  
  My name is ***. I am the supervisor that has been on your case, and I also handle the BBB cases. It seems this case has been going on for a while and I can completely understand your frustration. 
  
  We definitely ordered the wrong part initially, and for that, I am truly sorry. I do see that as soon as it was caught, the correct parts were ordered and a few items were sent as compensation. I see that now, we are just waiting for the final piece--the base. The other parts should have shipped. 
  
  I also wanted to let you know that we looked into other possible solutions. I have outlined what we found and further information in the email thread you have.
  
  We are open to any other suggestions you may have for what would be a desirable solution. We are just trying to do our best under the warranty. I also offered a phone call in the email I sent. I look forward to hearing back!

   

  Best Regards,

  ***

  Customer Answer

  Date: 08/02/2023

  I did reach out to them as requested and was asked to provide my sales receipt which I did. I was then told ******* would be working to process a refund for me by end of week last week. I reached out this week for further information as to if the refund had been processed and have not heard back at all. So as of now nothing has been done. I still have a grill that is in pieces and awaiting the correct parts for the 4^th time to put it back together. Also, I have not received a refund at this time either. 

  
  

  I would request that the complaint remain open until I receive confirmation of a refund being issues. 

  Business Response

  Date: 08/02/2023

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

  You have our deepest apologies for the delay in response to your ticket. We wanted to make sure everything was confirmed before providing you an update to ensure you got the most up-to-date information. At this time, your ticket has been responded to with updates on your case.

  We would be happy to continue helping you there.

  Best regards,

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

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20367234
  
  I am rejecting this response because: I still have not received a refund. I am awaiting its arrival before closing this case. Here it the last response I received :

  ****,
  My apologies for the delayed reply. *** forwarded your case to me since I've been working with the accounting team to get your refund authorized and approved. I was waiting to get back to you until I had fully confirmed that your refund was in process. 
  

  Business Response

  Date: 08/17/2023

  Hi ****,

   

  Thank you for your patience! It sounds like the check should either be delivered or to you by now, so we will be closing the case on our end unless you needed anything else. 

  If you do, please send an email back in our thread #******. I will be happy to help!

   

  Sincerely, ***

  Customer Answer

  Date: 08/17/2023

   
  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:07/24/2023

  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.

  Black stone has the worst customer service I’ve ever seen. I ordered a 28 inch griddle. When I put it together the hood was damage/bent. I registered my griddle. Then I put in for a warranty claim to get a new hood. They sent me an email that a ticket had been created and would reach out to me soon. This was 10 days ago with no response. I just tried to contact them through their chat online and all it did was create another ticket. So I attempted calling them. After selecting option 1 I was on hold for 28 minutes before finally hanging up. It disappointing to me when all I’ve ever read is how black stone stands by their products, yet it’s impossible to get any human interaction. All I want is a hood that isn’t damaged, I don’t think it’s asking too much!

  Business Response

  Date: 07/24/2023

  Hello,

  Thank you for reaching out! I am so sorry to hear about that issue and I am truly sorry for the delay in support from our end. 

  I would like to give you some background knowledge, so you can understand where we are at as a Customer Support department. I understand it doesn't fix the issue of us failing to get back in a timely manner, but I am hoping it helps you know we are not ignoring you. This is not a norm for receiving help.
  
  Our team has grown drastically this year to try and keep up with the demand for support for our customers. We sell over 1 million griddles each summer, and that number means more requests on where to find a good cover, get parts, and ask questions about seasoning. We are so grateful, and it meant we needed to find a new building for our team. That change alone brought a lot of challenges including needing a new phone system, bad internet, and other unforeseen issues. 
  
  Right now, our current team is double the size, but we were even more successful than we anticipated which means our team is a little behind. Our wait times can be up to 30 minutes, and our team has spent all their time on the phone and doing overtime to try and answer emails. We are currently a week behind on answering ticket requests, but that should change in the next week. Please know that none of this is an excuse. We are doing our best to get caught up, but I can definitely see where you are coming from. 

  As you mentioned, there is clear damage to the hood and welding. That is unacceptable to us as well, and I sent an email with an order confirmation and some more information on how we will be able to get this resolved. If you can respond there, I can continue to help you! Thank you again for bringing this to our attention.

   

  Best Regards, Jen
  
  
  

  Customer Answer

  Date: 07/24/2023

   
  
  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:07/17/2023

  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.

  My daughter, ***********************, ordered a Blackstone Griddle on 7/3/2023. When we got the product and unboxed it, we noticed that it was damaged/bent. We have tried to contact customer service multiple times and waited on hold for over an hour total. We have also tried to chat and email about the issue. We still havent gotten any response from Blackstone. We want to return the damaged product and get our money back.

  Business Response

  Date: 07/17/2023

  Hello,
  
  My name is ***. ************** that handles all BBB requests. I am sorry that it had to come to this point, and we do appreciate you reaching out. 
  
  I would like to give you some background knowledge, so you can understand where we are at as a **************************** I understand it doesn't fix the issue of us failing to get back in a timely manner, but I am hoping it helps you know we are not ignoring you. This is not a norm for receiving help.
  
  Our team has grown drastically this year to try and keep up with the demand for support for our customers. We sell over 1 million griddles each summer, and that number means more requests on where to find a good cover, get parts, and ask questions about seasoning. We are so grateful, and it meant we needed to find a new building for our team. That change alone brought a lot of challenges including needing a new phone system, bad internet, and other unforeseen issues. 
  
  Right now, our current team is double the size, but we were even more successful than we anticipated which means our team is a little behind. Our wait times can be up to 30 minutes, and our team has spent all their time on the phone and doing overtime to try and answer emails. We are currently a week behind on answering ticket requests, but that should change in the next week. Please know that none of this is an excuse. We are doing our best to get caught up, but I can definitely see where you are coming from. 
  
  We are really sorry your griddle arrived with dents. Based on the photos attached, it seems to be in the back of the main body. I sent an email with a couple of questions and some options we can do to help you move forward. It is under the ticket with the email for ******. My goal is to get this resolved as quickly as possible for you. I look forward to hearing back! 

   

  Best regards, ***

• Initial Complaint

  Date:07/12/2023

  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 grill, and within a year it is starting to rust. I contacted customer support, who told me I could not be helped because I live in a high-humidity area. This is nonsense. The complaint was escalated, and I was told again that I live in an extreme weather area. They offered to sell me the parts that rusted at 40% of what they cost. I offered a compromise, of having wal-mart exchange the portion of the grill that had rusted, and I would keep and use the cooktop that is not rusted. This cooktop is bare metal, so if the humidity argument was true, this would have been the first part of the grill to rust, and it did not. They didn't even answer me back. Also, in the emails back and forth, they admitted to having rust issues with their grills in "extensive testing" as they called it, but they continued to sell them anyway. Even if the humidity issue was true, they should offer a disclaimer in their warranty. I am still open to exchanging the grill, it still functions as intended. The ticket number that was opened on the case is ******.

  Business Response

  Date: 07/26/2023

  Hello,

  Thank you for reaching out! I am really sorry to hear about that. We reviewed the ticket and did find there was an issue with how it was handled. A rusted griddle is never normal, even in high humidity areas. 

  The only exception to that is if there was misuse, and that doesn't seem to be the case here.

  We are currently reviewing your ticket and we are in contact via email. We should be able to get this resolved before the end of the week! Thank you for bringing this to our attention. 

   

  Best Regards, Jen

  Customer Answer

  Date: 07/26/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  They have reached out by email, and we are trying to reach a solution.
  
  
  
  Sincerely,
  
  ******* *******
  
  

• Initial Complaint

  Date:07/10/2023

  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 a 36 griddle and it was ***** Have tried for weeks to reach anyone via phone and live chat The griddle was a gift I am waiting on a few placement part for over 2 weeks still no update on status or resolution Phone is never answered and no o e answers the chat

  Business Response

  Date: 07/10/2023

  Hi ********,
  
  I am really sorry to hear that you are not satisfied with your purchase. A rusted griddle body is not the norm and we are more than happy to help you out. 
  
  It looks like an order was placed for a new main body on June 25th and it was sorted out that it would ship when we got more in stock. It appears this griddle may belong to your son who requested a replacement part. You should be able to use it in the meantime.
  
  I am also sorry about the hold times. I do see you dialed the support line three times today and waited for ten minutes then hung up. Due to the holidays, our wait times have been closer to 20 minutes or higher depending on the time of day. We are especially understaffed today since a handful of agents called in sick. 
  
  We are happy to keep this main body on order for you, but we don't have any further options at this time. I sent an email to you in your original thread. Please feel free to respond there if you have further concerns. We see you also reached out via social media and chats. I asked for those to be merged so we can streamline your assistance. 
  
  
  Sincerely, ***

• Initial Complaint

  Date:06/23/2023

  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 is somewhat of a follow up of complaint ********. I did finally receive the top for defective grill and was correct. This pength process and lack of customer service was horrific. I have another issue with Blackstone cover item **** purchased on Amazon. This cover does not fit the griddle. I have bought another one in hopes it will fit but the cover will not zip and griddle will not fit inside the cover as described on the packaging. I looked at the reviews on Amazon after discovering it would not fit and about 1 or 2 to 10 reviews state the same thing. At this point is the griddle safe to use? It seems everything Blackstone related has an issue or doesnt function as intended.

  Business Response

  Date: 06/26/2023

  Hello,

  I am sorry to see that your cover isn't working. If you can send photos of it to me in your ticket thread, I can help you better. This cover should definitely fit your model since it is the basic design. 

  I will watch for the photos to come through so we can get it resolved. 

   

  Sincerely, ***

• Initial Complaint

  Date:06/15/2023

  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.

  I have been trying since 5/30 to get a replacement top for my defective grill that was a corporate gift from my employer. These grills were purchased under invoice IN005917688 and my company purchased 150+ of these. I opened the grill and realized there was a defective top and I have 3 of the same size peg under the top and 1 of the different size peg. There should be 2 of the same size and 2 of a different size to make the top correctly drain towards the rear of the grill. I contacted the company on several occasions. They supposedly put an order in for a new top after chatting with someone on their chat for quite awhile. I submitted pictures showing the grille, the issue with the top, & the serial number. I have since tried to contact and follow up by email, chat, and phone call with limited help and excuses. I have been told that this is their busy season, it's fathers day, fex ex is behind, & their was an issue with how the initial order was put in . I am tired of the excuses and poor means of contacting them about this. It takes 3-4 business days for an email response, no one answers the chat function, and very extended wait times if you call. They should have all of my information the amount of time I have invested to get this corrected.

  Business Response

  Date: 06/19/2023

  Hello,
  
  Thank you for reaching out. My name is ***, and I generally handle all BBB complaints and requests. I apologize that you have had to wait that long for the part. Although it appears to be resolved now, we always strive to help as quickly as possible. We have recently hired a lot of new agents and it seems we are still understaffed to meet the needs of our customers. Normally, we can handle cases much quicker.
  
  All that being said, it looks like the griddle is on the way and should be delivered this week. I also see you called in today and were able to get that information since the agent assigned to your case is out of office. Our hold times are much longer on Mondays and especially after a holiday, our wait times get closer to ***** minutes at times. 
  
  We are doing all we can to help our customers as quickly as possible. If you need anything further, please feel free to reply to the email thread you already have with us in ticket ******. I have assigned that to myself in case you need anything further. 
  
  Best regards, ***

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20190389
  
  I am rejecting this response because:
  

  I still have not received the functional top to use with defective griddleand I doubt it I will by the time the 7 days is up due all the issues Fed ex is having with on time delivery. 
  

  You are correct in the hold times are very long in having to connect with someone there by phone or chat. However, I did also reached out by email and there was no response in which the agent I spoke with found.  I surely hope I do not have any issues with it again. 

  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2023

  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.

  I had bought a black stone prep table and it was missing a piece so I called and they said they were going to send me a replacement part. They said it will be a month to receive the part. Now its been 6 months and ever time I call they tell me its going to be another month or two. Yesterday I asked to speak with a supervisor to just have a whole new unit shipped to me and they wouldnt get one on the phone. Im tired of arguing with them and would just like my product that cost me 500$ to purchase

  Business Response

  Date: 06/01/2023

  Hello,
  
  My name is ***. I am the supervisor tagged on your case currently. I also handle the BBB complaints. 
  
  I am really sorry the communication has lacked in your case thus far. We were initially expecting these parts to come in much sooner. A lot of our parts orders have been pushed back, but I reached out to our parts team, and they let me know that they are hoping this part comes in on their container tomorrow. The last ones that arrived were incorrect. 
  
  If we run into any further issues with the parts that come in tomorrow, that is when we would be able to part it out. That process has since been communicated to our team, and it should have been more clear originally. 
  
  The part you are waiting on does not keep you from using the prep table, but we are sorry it has taken this long. I have also sent this response in your email thread. Please feel free to email me back with any concerns. 
  
  Sincerely, ***

• Initial Complaint

  Date:04/14/2023

  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 purchased a Blackstone griddle from Lowes in 2022, delivered on June 11; it is already rusting. I contacted Blackstone on April 13, and was advised they would send out new parts and it would be my expense to replace them. Also, instructions on fixing the top griddle because that is also rusting and chipping. There is nothing else they can do.

  Business Response

  Date: 04/15/2023

  Hello,
  
  Thank you for reaching out! I am sorry to hear that your griddle body rusted like that. It definitely shouldn't have. 
  
  It looks like the agent you were working with offered replacement parts for any of the rusted items and then offered to send a few items of your choice from our website. 
  
  I also see that they offered to send instructions on how to restore the griddle top. Although rust on the actual body is not normal or expected, rust on the cooking surface can occur if the griddle is left unused for a large amount of time or if not seasoned correctly. 
  
  You requested a technician, and we do not currently offer that where we are based out of Northern ****. The repair should be straightforward, and following the steps in your manual would be the same as what you would do with these replacement parts.
  
  I am not sure what else we can offer at this time for you, but I have also sent an email to make sure you have a way to get in contact with me if you have further questions or concerns. 
  
  Best regards,
  ***

• Initial Complaint

  Date:03/11/2023

  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.

  Purchased on January 28, 2023 from Blackstone Products. The box was damaged as well as the contents. The frame actually looks like it came from the factory with rust. Blackstone wanted me to pay a 10% restocking fee and return shipping. The damage was not my fault. I have been speaking to Damien H. He said the managers and supervisors don't take phone calls. I was told they would send me the parts needed which would be the frame of the grill and the lid that were damaged. The griddle cost $499. I still have not received the parts and they don't have a date of when I will get them. They sell a ton of these things but they can't seem to get two parts delivered. Damien works for North Atlantic Imports. I don't know how they are connected to Blackstone Products. I had the grill delivered to my parents house because it was a gift for my husband. My mother said it came off the truck like that. If you look you will see the rust that looks like it had on it when it left the factory. I think they are made in China so I don't know if they ship directly from there or go to Blackstone then to the customer. Blackstone is located at **** **** **** *****, Logan, UT 84321Monday - Friday: 7A - 5P (MST)
  *Except for Major Holidays. ###-###-####. I tried to attach some of the emails but it won't let me. I will also be looking into filing a complaint with the Attorney General.

  Business Response

  Date: 03/16/2023

  Hello,

  
  
  Thank you for reaching out. I am sorry to hear about your purchase experience. This is not what we want for our customers, and I hope I can help get this resolved.
  
  We always do our best to provide quality packaging to our griddles, but sometimes the shipping process is unkind. In that event, our goal is to quickly provide solutions and make it as easy as possible to get the parts you need. It looks like this model in particular is back-ordered for parts, and our warehouse and Customer Support team are currently looking for other solutions to make that a shorter wait. 
  
  In an effort to help you more specifically, I have sent a separate email in a previous thread with our agents. I found that there was a lack of communication and clarity on our end. If you have any specific questions or concerns, you may feel free to direct them there and refer to that email for some options we would like to provide. 
  
  Thank you again for your time and efforts thus far. I look forward to hearing back. 

  
  
  Sincerely, Jen

  Customer Answer

  Date: 03/21/2023

   
  
  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,
  
  ****** **********