Product fit/ poor customer service

ComplaintsAppliancesChar-broil gas grill

Complaint

0
Frustrated Griller
Country: United States
I purchased a 4 burner Char-broil grill. Unfortunately, it was missing burner control knobs. I proceded to assemble thinking that at worst, I could call Char-broil and they would just send me the missing knobs. Boy was I wrong. First, they won't send out any missing parts without proof of purchase. Being a typical male, I must have lost it. A few days later, I went to the store to get a copy. I then called only to find out they want you to mail it or fax it to them. I guess they have missed the electronic age of email. I called again and was informed that they would process my order once the purchase receipt was received. They then asked me how I wanted to pay for the shipping and handling. I told the rep that they should be apologizing for having an incomplete order and that I would not pay for shipping. I asked for a manager. I was on hold for over 10 minutes and the rep came back and said that the supervisor would not talk with me. She then asked me all the info about my purchase only to determine that they would also charge me for the knobs as the purchase date was three days over their policy of 30 days. I declined.
I would also like to warn potential buyers that some of the components of the grill don't fit well . So I now have a new stainless steel grill that sits unbalanced and needs pliers to adjust the flame/temperature. There are a lot of good grills out there, Char-broil is not one.

Comments

  • +1
    Charred
    I purchased a Red Three-Burner Dual Fuel Infared Grill Model # 463250110 a little over a year ago and the black lettering around the knobs came off so you can't see the settings.  I haven't washed it with any harsh detergents but the letterring just flakes off.  It is out of warranty now and Charbroils new parts are about $75 as they dont have the decals and the lettering is on the pieces (2) itself.  If you purchase a new part you only get a 30 day warranty on the new parts.  I don't even have my grill outside in the direct elements, sun, rain etc. it is under a covered lanai.  You would think Char-Broil would have a better product since they have been making grills for years.  I guess they make all their money on replacement parts.  Beware!!
  • 0
    Matt
    6 months after purchasing my grill the wheels fell off. The plastic was flimsy and tore. Called Charbroil and they wanted $5/wheel, $10 in other hardware, and $8.95 to ship it. The guy told me the wheels weren't designed to hold the weight of the grill while the propane tank was on it. So I'm supposed to take the tank off every time I move it?
  • 0
    Dan
    I purchase a Char-Boil grill two years ago and the heat protector rustin out and now it did it again your company replaced it once. I will never purchase a Char- Boil grill again and never recommed it to anyone
  • 0
    RK
    I have had the back right wheel fall off when I bought a Char=Broil several years ago.  I stupidly bought another one again, and not only did this same wheel fall off, but the front right wheel fell off also.  Do not buy this product.

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