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:02/21/2023

  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.

  On January 25th, I ordered a Blackstone On the Go grill/griddle combo. The item arrived on 2/1, extremely damaged. All straps were broken from the box, box was falling apart, hardware was loose and falling out. I called Blackstone, and requested that all the hardware needed to put the grill together be sent to me, before I continued to open/unpack the box to assemble the grill. I wanted to ensure I had all the parts needed before unboxing. I received 6 screws and 2 control k**** The hardware actually includes ~50 different pieces/parts I called Blackstone again and requested that all of the hardware needed be sent to me. I received the hardware from Blackstone last week, opened and unpacked everything, only to find that the base that holds the grill box/griddle is damaged, many items are scratched and or broken from the inappropriate packaging for shipment.I sent this information via email to Blackstone on 2/20, and followed it up with a phone call this morning.I spoke with ******, was told I would need to take this item to a facility to have it shipped. There is no ***** or *** facility in a reasonable proximitymost things are 45 minutes to an hour away. Additionally, this item weighs approximately 120lbs, not something I can load/unload/lift by myself. I asked to speak to a manager,****** insisted there is no way for me to speak to anyone else. I continued to politely ask to speak to a manager. He hung up on me. I called back, spoke with *****, who told me that I would have to accept replacement parts, or pay a 10% restocking fee and shipping fees to return the damaged item.After multiple calls to Blackstone to attempt to remedy this, I do not want a Blackstone product, I just want to return the damaged item for a full refund. I should not have to try to lift and move this item into and out of a vehicle, nor should I have to pay a restocking fee for an item that arrived damaged, and I surely shouldnt have to pay to return the damaged item.

  Business Response

  Date: 02/27/2023

  Hello, 
  
  Thank you for reaching out! I am sorry to hear that you are having a hard time with your griddle. We always want to make that a simple process, but it can be tricky when the box hasn't been opened all the way so you find more as you go along. 
  
  It does show that we offered a couple of solutions on how to get this resolved with as little work effort as possible. One of the options was to send a new griddle body with the legs included as a replacement for the damage. It looks like you went with a different option and are now working with a supervisor to get this shipped back for a refund as stated in our return policy. 
  
  I apologize we couldn't get this to a solution where you would be cooking on the griddle. We know that once you start cooking on it, you truly love it. We thank you again for the feedback.
  
  Sincerely, ********;

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19441843
  
  I am rejecting this response because the item arrived damaged. I didn't choose the shipper, Blackstone did. As a consumer, I'm well within my rights to decline any additional replacement parts, especially in light of the difficulty it has been to get to this point. As a reminder, this item arrived on 2/1 and I've been communicating with Blackstone ever since. Additionally, what has gone unacknowledged is that this is actually the SECOND unit Blackstone has shipped to me. The first was purchased through *********** but was shipped directly from Blackstone in *****, **. As I've received two units, damaged, and Blackstone wants to reship the largest, heaviest part of this unit, I find it hard to believe it would arrive undamaged. 

   

  Blackstone has agreed to send me a label, but is charging me for shipping the damaged item back to them. This is the absolute worst company in terms of customer service and accountability. I should NOT have to pay for shipping, to return an item that was delivered in a condition that was NOT NEW. 

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

• Initial Complaint

  Date:01/19/2023

  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.

  My grill keeps shorting out at the *** plug. I have contacted customer service there and they were supposed to send me the bottom half of the new plate so it doesnt keep shorting out my *** we have started this process on November 10. I purchased a grill as a gift in July so its still under the one-year warranty of all parts and everything else, Ive been in contact with the customer service person and he has not gotten back to me in the last 3 to 4 weeks as Ive asked do I just need to buy a new grill and throw this out and never buy anything from Blackstone

  Customer Answer

  Date: 01/18/2023

  Blackstone has made good on my compliant. so i'm withdrawing my compliant against Blackstone.

   

  Thanks

   

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

• Initial Complaint

  Date:01/11/2023

  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.

  I ordered a grill from this company and it came demolished. Written on the box was the phrase needs more rebuilding. There wasnt any Styrofoam inside the box it was clearly a return or a work in progress that was shipped to me. I had to battle back and forth for a month to get a new grill. The only reason they sent me a new grill was because i blasted the situation on social media and i cursed at the customer service rep on the phone. They still refuse to take responsibility for the damages and continue to blame fed ex. I was suppose to have money refunded to my account that has yet to be put on there and now the customer service manager is refusing to answer me. She wants to speak with my girlfriend. Well my girlfriend is not the paying customer, i am. This has been the most unprofessional business experience ive ever had. From the day this untit arrived it has been nothing but a headache. I was never at any pount allowed to speak with any type of supervisor verbally ive been denied the ability to make a complaint in house and they make it impossible to return an item without you having to pay a restocking fee and shipping. I was sent a damaged item from your ware house and i have to pay you to take it back??? Something is not right with that. *************************** is the customer service manager who finally reached out to send the new unit after about 5 weeks of back and forth and me losing my cool. The grill was replaced in regards to the $75 dollar credit that was suppose to be refunded i am completely being ignored by her. If shes the manager how do i exspect anyone under her to help me? *********************** i hope this gets to your desk soon ive been trying to get in contact with you for sometime now. Your the owner of this company and i would like to have a conversation with you sir.

  Business Response

  Date: 01/18/2023

  Mr. *******,

  Thank you for expressing your concerns and reaching out. I am really sorry you didn't have a satisfactory experience with your purchase and that it arrived damaged. 

  We work hard to ensure that we only ship out packages that are in quality condition. I have reviewed the information you sent, and it looks like it was confirmed with ***** that the damage and writing on the box occurred in their warehouse. It seems like our agents have been working to get you to a resolution under our warranty, and you were using vulgar language.

  The language you used was unacceptable and frankly shouldn't be repeated, but after you called our agent a Cu** and used sexually explicit language, the Manager of the ****************** took the case over. It is never acceptable for our agents to be harassed by a customer. Instead of blocking you, we decided to continue to try and help you, but chose to work exclusively with your girlfriend because we do not work with abusive customers.

  Our manager worked with the agents, and they offered to send a new griddle to you based on the damage and the situation, not because of your threats or actions. You were also offered that partial refund and it has been processed as of this week. 

  If you have further questions or concerns, please direct them to the manager you were working with. It will not be transferred to anyone else. We have an open ticket with your girlfriend's email, and we are happy to help provided that you show the same professional courtesy with which we have treated your case.

  Best regards,

  ***

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18723685
  
  I am rejecting this response because:

   Theyre still refusing to take responsibility for sending me a broken product. ***** did not write that the grill needs rebuilding on the box , take out the Styrofoam and then tape the box back up. AND YES I ABSOLUTELY DID CURSE OUT THE **** ON THE ***** because because her along with everyone else i spoke to prior was refusing to fix the problem. If i hadnt of reacted the way i did i would still be waiting for the problem to be solved.  Its sad and pathetic that it took me disrespecting some complete stranger before your company said hey we should look into this. You guys sent me a broken grill im willing to bet that somewhere in your warehouse there is a section of parts and boxes that all a labeled for rebuilding....idk why you are continuing to deny the mistake. I want to talk to the owner, he needs to be aware of exackly how this company is making people feel. I should not of had to call numerous times , and i should not have been denied the options to speak with a supervisor, and i should not of been made to become so upset angry and aggressive that i was pushed to the point of blowing up on the phone and cursing out that woman. I want to speak with ****** .
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/07/2023

  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 on 6/17/21 for $473.82. Within a few months the parts on the entire frame began to chip paint, warp, and rust. I opened a warranty claim on 4/25/22. They offered to ship us the replacement parts (hood, base plate, a leg, and a door) as part of the warranty. There have been a multitude of emails since then claiming all of the parts are on back order. To date we have only received the base plate. The hood is now chipping paint onto our food as we cook which means the griddle is no longer usable. The most recent email on 12/9/22 stated the parts are still back ordered but they offered $60 of other products from their website! I refused this offer as I just want a working unit!! I e asked multiple times to speak with a supervisor but this has not happened. It’s absolutely ugly and unusable at this point and we would like a refund which they refuse to do.

  Business Response

  Date: 01/07/2023

  Hello,
  

  
  My name is Jen and I handle all of our BBB inquiries. I received your message today and did some research.
  

  
  I am really sorry that those parts are rusted and chipped. That is not acceptable to us at all. It sounds like the metal and the powder coat did not bond correctly. I am glad that Colten was able to order those parts. 
  
  We are doing our very best to get parts in as quickly as possible, but we have also been dealing with a shortage of containers and all the delays at the port this year. I know they have been on backorder for a while. If we could get them in any faster, please know that we would. 
  

  
  I looked at your order, and I see that we recently received the hood and the right leg set. They are set to ship this week.

  
  I sent more information in your previous ticket so we can continue to work on getting the last part to you.
  
  
  Thank you again for your patience and for reaching out. 
  
  
  Sincerely, Jen

• Initial Complaint

  Date:12/23/2022

  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 a Blackstone ProSeries 4-Burner 36" Griddle Cooking Station with Hood from ******* 11/09/2022 got it home and assembled only to realize the top lid was smashed and dented. Called into customer support that day and provided photos, receipt, etc to customer service. Representative told me this is a known issue with the packaging of this specific item, and that it's happened so much that the replacement lids are on backorder. I was told my order was placed and they should be shipping out the beginning of next month which would of been December. I have called countless times only to have the representatives try to pacify the situation. I called early Decemeber to see where we were on the order only to be told it's out of their hands and there's nothing they can do. However I was told I would receive a compensation bundle as a thank for you my patience. What I received as a "bundle" was just a cheap tank cover. When I called today 12/23/22 I was told the items (again plural) are picked at random depending on the price and was basically told I only received one item in my bundle because of its cost. Are you kidding me? you gave me the equivalent of a air freshener.Your customer service staff is artificially nice until you press them for actual service and not for them to pacify you. At that point they just turn into robots who refer to a policy that is only on your website somewhere as if that's the ultimate get out of jail free card. Very **** poor customer service from a company who seems to be prideful of their products.

  Business Response

  Date: 12/28/2022

  Hello,
  
  Thank you for voicing your concerns about your griddle and reaching out! I am really sorry to hear that your griddle arrived with damage and that the communication has not been ideal. Our team has been notified of this for further training, and I just wanted to clarify and help with the rest. 
  
  To start, I am sorry the hood was dented in. The common issue, however, is not with damage to the hood, but a common issue of our parts being on backorder. We have had a difficult time getting parts in for our griddles this year due to a shortage of shipping containers. ******* imports its own product, and we do not sell the Pro Series on our website so we don't have any of the parts in our warehouse. Product damage is usually due to how it is stored or delivered to the customer. In any case, I do see that the agents were quick to order a new one for you. As soon as parts arrive in our warehouse, they ship them as soon as they can.
  
  I apologize that the compensation was not more clear. I have sent an email to work on getting this resolved, and I look forward to hearing back!

  Sincerely, ***

   

• Initial Complaint

  Date:09/14/2022

  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 purchased a Blackstone 22 grill. When I opened the box, I found that a plastic part was broken I called North Atlantic Imports to inform them if the damaged item. They stated they would send me an email with instructions on how to obtain the replacement part. I registered the grill, per their instructions. So far, I am unable to assemble the grill properly and have gotten no help from Blackstone/North Atlantic imports.

  Business Response

  Date: 09/19/2022

  Mr. *******,

  I'm sorry to hear that you had a problem with your unit! Our hope is always that customers have an excellent experience upon purchasing any of our products, but we understand sometimes damage does occur. In these cases, our customer support team works hard to ensure you get a resolution as quickly as possible. 

  It does look like you have an open ticket with one of our agents (Ticket ******). It does appear that they have been responding to you within 24 business hours of message dates. Right now, your agent is gathering the information she needs to ensure she places the correct replacement part order. Please continue working with her for the fastest resolution. 

  Best regards,

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

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18026765
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  They have not contacted me with a confirmation the item was sent. They originally stated I would have the item in a week. Not satisfied. 

  Business Response

  Date: 09/28/2022

  Hello,

  I am very sorry about that mis shipment! It looks like the correct replacement part has been put on order for you now. Your order number is SO00779745. Your order was just approved, and I have notified our warehouse team that your order should be fulfilled priority due to the mistake. We will get that out to you as quickly as we can!

  Thank you,

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

• Initial Complaint

  Date:08/05/2022

  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 got a Blackstone griddle for Fathers Day 2022. I put it together and the holes for the handle were not drilled correctly. So instead of returning it immediately I reached out Blackstone for a resolution and they asked me not to return that they would take care of the issue. I explained the handle and the holes dont line up, then after numerous calls and emails they mailed me the exact handle I already had. So numerous calls and emails to them with no response I finally got someone to talk to they asked me to send measurements of the holes so I did. I have not heard from them since its been two months well within the warranty period since I reported it two days after purchase. I need this resolved I am not able to move the griddle without the handle without burning my hand

  Business Response

  Date: 08/08/2022

  Don,

  Thank you for reaching out to us. I am glad that you were able to make me aware of your case to ensure that you get better support and we can improve our service. It doesn't look like your ticket was handled satisfactorily in the past, so I want to ensure you get the best service possible from here forward.

  It looks like there were some problems with how the handle holes in your base were drilled. I have a couple options for you to get this resolved, and will be sending a follow-up email separately to go over those because I'll need more information from you to get this resolved. That email will come from ********************************* so please keep an eye out for it.

  Again, thank you for reaching out to us, and I hope you have a wonderful day. 

  Best regards,

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