Ordered a grill that was “in stock and shipped within 24hrs”. They charged my card right away and never shipped it. When the order is placed you get an email with lots of contact info and a “dedicated... See more
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Verified
Hidden fees on shipping, which is false advertising and not mentioned in shipping policy. Returns are a subject to 35% restocking fees, unless you reorder. Update as of 6/1/2021 Marking it a 3... See more
Company replied
Verified
BBQGrills.com are good, Napoleon Grills are not. I have ordered 2 different sets of knobs for my Napoleon grill and still do not have correct knobs for their safety glow system. Regardless of how I se... See more
Company replied
Verified
I've made a couple of different purchases of various parts from BBQsGrills.com to refurbish my old Napoleon PT308 grill, thus saving a lot of money compared to replacing it. Got new burners, temperat... See more
Company replied
3.2
Average
258 reviews
Replied to 55% of negative reviews
Typically takes over 1 month to reply
Liars and Thieves…just another scam
Ordered a grill that was “in stock and shipped within 24hrs”. They charged my card right away and never shipped it. When the order is placed you get an email with lots of contact info and a “dedicated customer success associate”. My associate was Faith Ford. After my grill never shipped I sent multiple emails and eventually had to contact my credit card company to dispute the charges. BBQGrills.com never replied to any of the communication attempts nor did anything to correct the issue. I wish I had read the reviews of this company as I’m clearly not the only one scammed by these terrible people. They don’t have grills in stock and will definitely not ship on any kind of reasonable timeline nor communicate with you. They should be shut down and jailed for taking people’s money. Just crooks, the entire site and all their claims are total BS.
Date of experience: June 22, 2025
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Scam alert! Don't do the Google 2 part authentication review!
They took my money! And my google account!
Date of experience: June 27, 2025
ordered a grill advertised as in stock…
ordered a grill from BBQGrills.com, A Broil King Baron 490 advertised as in stock and ready to ship. after 14 days of waiting for shipping update, I called and then found out the product was not available but the website still says in stock and ready to ship. They tried to switch me to another make. What a Scam. Hope to see if refund will be a problem
Date of experience: March 25, 2025
Do not buy anything from bbqgrills.com
Do not buy anything from bbqgrills.com. The product I purchased that was supposedly in stock and ready to ship took well over a month to ship. I was supposed to be refunded the expedited shipping.... that never happened. I tried to cancel the order but was not able to because they item had shipped... yet it took an additional 10 days to arrive. Once the delivery occurred I returned the item and still have not been credited with the nearly $6k cost, despite customer service confirming receipt of the item. The response was always "I've heard the accounting department is overwhelmed" and "I have notified the owner".
Date of experience: October 25, 2024
NEVER BUY FROM THIS COMPANY!!!
This company does not tell the truth about shipping times. They misrepresented shipping, and also does not refund when asked for many thousands of dollars in products they did not deliver. Customer service is awful. It's very possible this company is actually a scam.
Date of experience: December 01, 2024
Reply from BBQSGRILLS.com
Hi Keith,
We take claims like this very seriously and want to clarify that we have no record of an order under your name in our system. We would appreciate the opportunity to look into this further—please provide your order number so we can assist you directly.
Additionally, we want to ensure your review is directed at the correct business. We are BBQsGrills.com (with an "S"), based in Ottawa, Ontario, Canada. We are not affiliated with BBQGrills.com (without the "S"), which is a separate company based in the U.S. If your order number starts with "BBQ-24-...", it likely belongs to BBQGrills.com. However, if it starts with "BG-US#", then it was placed with us, and we’re happy to assist.
We strive to be transparent about shipping times and always work to resolve any customer concerns, including refunds when applicable. If you believe there has been an issue with an order, please reach out to our customer support team at support@bbqsgrills.com 1-866-987-7204, and we will do our best to assist you.
We look forward to resolving this matter with you.
Best,
The BBQsGrills.com Team
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Verified
Very pleased
Received correct items in new condition by the promised date.
Date of experience: September 12, 2024
Reply from BBQSGRILLS.com
Hi Dave,
Thank you for your feedback! We're glad to hear that you received the correct items in perfect condition and on time. Customer satisfaction is our top priority, and we appreciate you taking the time to share your experience.
We look forward to serving you again in the future!
Best,
The BBQsGrills.com Team
DO NOT ORDER FROM THIS RETAILER!
I highly recommend NOT ordering anything from this retailer! I ordered a grill, that they said was in stock, almost a month ago and after 2 weeks without any updates to my order progress I called and was told that it was not in stock. I have been trying for the last 2 weeks to cancel and get a refund but was told they have to "request" a cancelation and once the request is approved then it would be 3-5 days until the refund would process. After waiting another week I called again to be told they can and will process the refund immediately and provide an email confirming it. I never received an email and when I called the next day, I am now being told there is only ONE PERSON in this entire organization who can issue refunds and she is, conveniently, out of office until next week! Unfortunately, I did not read/see all the bad reviews and warnings for this site until after dealing with them and hope to save anyone who sees this the headache.
Date of experience: October 04, 2024
Reply from BBQSGRILLS.com
It seems like there was a misunderstanding regarding your review on TrustPilot. You left a review for BBQsGRILLs.com, but the order number you mentioned (starting with "BBQ-24...") actually corresponds to a different business, BBQGRILLs.com. This mix-up likely caused confusion and led to your review being incorrectly associated with BBQsGRILLs.com. Our order number start with BG-US#.
Here is the correct link to leave BBQGrills.com a review.
https://www.trustpilot.com/evaluate/bbqgrills.com
Verified
We had a grill sent out partly frt…
We had a grill sent out partly frt damaged, but Danielle
at BBQ Support stepped up and resolved it in a fast manor!
When something goes south and that's when you really see what a company made of.
Date of experience: August 30, 2024
Reply from BBQSGRILLS.com
Hi Scott,
Thank you for your feedback! We're sorry to hear that your grill arrived with some freight damage, but we’re glad Danielle was able to step in and resolve the issue quickly for you. We truly appreciate your patience and understanding.
You're absolutely right—how a company handles challenges says a lot, and we’re committed to making things right for our customers. If you ever need anything in the future, don’t hesitate to reach out!
Happy grilling! 🔥🍖
The BBQsGrills.com Team
Verified
OEM replacement burners.
I needed new replacement burners for my Napoleon grill and BBQSGRILLS had OEM replacement burners. There are many cheaper aftermarket options, but I was concerned non-OEM burners would be made of thinner material and burn out quicker. These burners fit exactly like the old burners and should last as long.
Date of experience: August 30, 2024
Reply from BBQSGRILLS.com
Hi Perry,
Thank you for your thoughtful review! We're glad we could provide you with OEM replacement burners for your Napoleon grill. Choosing original parts ensures the best fit and longevity, and we appreciate your trust in us to deliver the right solution.
If you ever need any other parts or accessories, we’re here to help. Enjoy your grill! 🔥🍖
Best,
The BBQsGrills.com Team
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Verified
Missing hardware and they promptly sent…
Missing hardware and they promptly sent it to me. Excellent customer service
Date of experience: August 21, 2024
Reply from BBQSGRILLS.com
Thank you for your kind words! We're glad we could quickly resolve the issue and get the missing hardware to you. Providing excellent customer service is our top priority, and we appreciate you taking the time to share your experience.
If you ever need anything else, we’re always here to help. Enjoy your grill! 🔥🍖
Best,
The BBQsGrills.com Team
Verified
"Grill In Stock" but took 2 Months for Delivery....
Your website said the Napoleon grill I ordered was in stock. After I paid and waited a few weeks for it to arrive, I called and was told it was on back order for another few weeks. I waited 3 more weeks and called again and was told it would be another 4 weeks. I ordered my grill on 6/12 and received it two and months later....well after the 4th of July party I needed it for. I have no complaints about the quality of the Napoleon Grill itself, just the customer service I received from BBQGrills.com.
Date of experience: August 12, 2024
Reply from BBQSGRILLS.com
We sincerely apologize for the frustration and delays you experienced with your order. We understand how disappointing it must have been, especially since you were counting on the grill for your 4th of July gathering.
While we strive to provide accurate stock updates, unforeseen supply chain issues can sometimes cause delays. We should have communicated more transparently about the situation, and we regret that we didn’t meet your expectations in this regard.
Your feedback is invaluable, and we are actively working on improving our inventory accuracy and customer communication to prevent situations like this in the future. If there’s anything we can do to make this right, please reach out to our support team—we’d love the opportunity to regain your trust.
Thank you for your patience and for choosing Napoleon. We appreciate your business and hope you enjoy your grill for many seasons to come.
Best,
The BBQsGrills.com Team
Verified
I was having a problem finding a…
I was having a problem finding a cooling rack for my Napoleon grill. They had it is stock at a reasonable price.
Date of experience: August 08, 2024
Reply from BBQSGRILLS.com
Hi Roberto,
Thank you for your feedback! We're glad we could help you find the cooling rack for your Napoleon grill at a reasonable price. It’s always great to hear when we can provide exactly what our customers need!
If you ever need anything else, we’re here to help. Happy grilling! 🔥🍖
Best,
The BBQsGrills.com Team
Verified
Reply from BBQSGRILLS.com
Hi Dean,
Thank you for your kind words! We're glad you had a great shopping experience with us. We appreciate your support and look forward to serving you again!
Best,
The BBQsGrills.com Team
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Verified
I ordered a grill accessory as a…
I ordered a grill accessory as a Christmas gift in December 2023. Then received a notification that it was on back order. It took 7 months to receive the product and never got updates on when I would get it. I had to call anytime I wanted and update and it continued to get pushed back. No options were ever given other than cancelling and refunding my money.
Date of experience: July 25, 2024
Reply from BBQSGRILLS.com
Hi Jennifer,
We sincerely apologize for the long delay and lack of communication regarding your order. Waiting seven months for a gift, with little to no updates, is completely unacceptable, and we understand how frustrating that must have been.
While supply chain delays can sometimes be unavoidable, we should have kept you better informed along the way. We’re actively working on improving our order tracking and customer communication to prevent situations like this from happening in the future.
We truly appreciate your patience and your business, and we’d love the opportunity to make this right. Please feel free to reach out to our support team, and we’ll do our best to assist you.
Best,
The BBQsGrills.com Team
Verified
Great customer service
Date of experience: July 17, 2024
Reply from BBQSGRILLS.com
Hi Michael,
Thank you for your kind words! We’re thrilled to hear you had a great experience with our customer service. Your satisfaction is our top priority, and we truly appreciate your support.
If you ever need anything, we’re always here to help!
Best,
The BBQsGrills.com Team
Verified
Good communication (about potential…
Good communication (about potential delays) and prompt deliveries.
Date of experience: July 12, 2024
Reply from BBQSGRILLS.com
Hi Jim,
Thank you for your feedback! We’re glad to hear that our communication and timely deliveries met your expectations. Keeping our customers informed is a top priority, and we appreciate you recognizing our efforts.
We look forward to serving you again in the future!
Best,
The BBQsGrills.com Team
Verified
6 weeks to get a bbq knob and had to…
6 weeks to get a bbq knob and had to cancel the balance of the order consisting of aluminum throw away grease pans to get the knob.
Date of experience: July 11, 2024
Reply from BBQSGRILLS.com
We sincerely apologize for the delay in fulfilling your order and for the inconvenience it caused. Waiting six weeks for a BBQ knob is frustrating, and we understand how disappointing it must have been to cancel the rest of your order just to receive the item.
We strive to provide timely deliveries, but in this case, we fell short. We are actively working to improve our order fulfillment process to prevent delays like this in the future.
If there’s anything we can do to make this right, please reach out to our support team—we’d love the opportunity to assist you.
Best,
The BBQsGrills.com Team
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Verified
Love the grill and got a great price on…
Love the grill and got a great price on it at the time. My only complaint was it taking 3 weeks to ship out. Website said grill was in stock at the time. Other than that everything has been great.
Date of experience: July 09, 2024
Reply from BBQSGRILLS.com
Hi Jeff,
Thank you for your feedback! We’re glad to hear that you love your grill and got a great deal on it. We do apologize for the shipping delay—while we strive to provide accurate stock updates and fast fulfillment, we recognize that we didn’t meet expectations in this case.
We appreciate your patience and understanding, and we’re always working to improve our shipping processes. If there’s anything else we can do for you, please don’t hesitate to reach out.
Enjoy your grill! 🔥🍖
Best,
The BBQsGrills.com Team
Verified
Delivered as promised
Date of experience: July 04, 2024
Reply from BBQSGRILLS.com
Hi Howard,
Thank you for your feedback! We're glad to hear your order arrived as promised. We appreciate your support and look forward to serving you again in the future!
Best,
The BBQsGrills.com Team
Charged my account on June 23
Charged my account on June 23, 2024 for a grill brush which I have not received as of July 9th. Told them to refund my money and have heard nothing from them and no refund.
Date of experience: July 09, 2024
Reply from BBQSGRILLS.com
Hi Anne,
We take concerns like this very seriously and want to assist you. However, after checking our records, we do not have an order under your name in our system.
We also want to clarify that we are BBQsGrills.com (with an "S"), based in Ottawa, Ontario, Canada. We are not affiliated with BBQGrills.com (without the "S"), which is a separate company based in the U.S. If your order number starts with "BBQ-24-...", it likely belongs to BBQGrills.com. However, if your order number starts with "BG-US#", it was placed with us, and we’d be happy to assist.
If you believe your order was with BBQsGrills.com, please contact our customer support team at support@bbqsgrills.com 1-866-987-7204, and we will promptly look into this for you.
We appreciate your time in clarifying this matter and look forward to assisting you.
Best,
The BBQsGrills.com Team
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