Char-Griller Reviews 55

Have to add to the numerous complaints about the non existent customer service from this company! Purchased online a charcoal chimney, replacement ash pan and a new grill cover. First two items made it OK, still waiting for the grill cover going on TWO MONTHS now as I write this. Filled out their bogus "chat" form requesting an update, got a bogus "case number" and never a thing more. Even tried writing a review on their bogus website asking "where is my product?"

They took my money, but I have no grill cover. As much as I do like the grill and combination smoker, when it's time to replace it I will not buy anything else from Char Griller ever again. EVER!!! If you're thinking of buying one of their grills that you see at Home Depot or Kroger...DON'T. You will never speak to anyone in their customer service department because it doesn't exist!

Bought a table top grill but was sent two different handles. one 10" space between the holes the other 9 3/4" which does not fit. had to hammer the crap out of the shorter one to fit the spacing. their customer service sucks. will never purchase again.

I am checking a star but should be 0. Same story as others. Ordered parts for an old grill. The only mailing i received is that I was charged but no shipping update, no response to email inquiring WHEN will it ship.
And this is not the first time. Last year I ordered a part for 2121 and nothing. I thought this time they will improve but it is just the same. My fault, I just need to cancel the order after weeks of waiting.

I just purchased a Model 7400, Flavor Pro grill from Char Grill. The grill was delivered to Home Depot. Upon picking it up and beginning to unpack it, I noticed a badly dented base (that all of the sides and doors connect to to form the cabinet. The instructions say "Do NOT Return Product to Store", so I first tried calling CS number provided, only to be told that the only way to deal with anything is via the website. Going to the website, I'm told by a bot (no real person will respond in the online "chat") that I must fill out a form in order to contact CS. Trying to fill out the form, I immediately notice that my grill model is NOT listed. Supplying my grill model and why I need help (which depends on the model you input) is required before submitting that form in order to contact CS. There's NO WAY to get around this, so I cannot contact CS to get the replacement part. This "customer service" is beyond laughable!! SO FRUSTRATED at Char Grill!!!!

Worst customer service. The product is ok but if you need any sort of customer support they don't have a number to call. It's all thru emails. I purchased a smoker from them and received it a few months after. But I received the product damaged during shipping. I emailed to see if I can get it replaced and after 100 plus email (not joking) they said they wouldn't know when the replacement parts would ship since it a "new smoker" (product). They said they also dont to returns if i wanted to return the damaged product i would have to pay for shipping to send it back to them. So I literally called my bank and they are taking over the case and i received full credit for a product I'm unable to use.

I recently purchased a brand new char-griller E56520 on amazon. When I go to the website, all the parts are sold out. How am I suppose to maintain the grill. Absolutely not support for this grill. I should've went with another manufacture with actual costumer support.

So this has been going on since December 27th. I purchased the last chargrill they had the store. Brought it home and tried to start it. Well the first thing I noticed was it didn't have a power cord. I had a spare cord laying around and tried to start my grill. As soon as I pressed the power button nothing happened. I contacted Chargrill and it took them two days to respond. Finally received my new control board and power cord. Installed everything and turned on the grill. Right off the bat it gave me a error code which was showing the fan is not working properly. Fast forward two weeks, they sent me another fan USPS and didn't even try and protect it. I looked at the fan and it was broken where it connects to the housing. I contacted them (Ive had this grill for 28 days) and stated the problem. Even told them the next one they send to try and wrap it in protective wrap so it won't break during transportation. They sent me a response since the case was still open. Well it took another week for me to get another fan. Guess what, it was also broken!!!!! So now I am looking at three total fans and still have yet to try this grill out. I contacted them again and this time no email response, just a open ticket notification. Since I am past the 30 day window of return, now I am stuck with a grill that I can't even use. I did give them the option to send me another one in a box and I will send this one back to them so they can take a closer look at it. Basically was told they will not do that and I can return the product to lowes. I still have yet to be able to season or even use my grill since I purchased it. I would be surprised if I actually receive a working condition fan. When I do I will see what else is wrong with this lemon grill.

The worst customer service ever . I waited 4 months for my grill grate, only for it to be broken on arrival..Waiting for a week to hear back from customer service, Chargriller is truly the worst

I ordered replacement parts. They kept the money, but couldn’t be bothered to fulfill the order. I understand welds break over a couple years from heat and cold. Which is why I ordered replacement parts, but summer’s over, folks. I love my grill, but these jokers have soured me on this company.
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Update: I sent an email to their customer service on the weekend, before leaving this bitter review. Two days later, I got a confirmation of packing slip. Next day it shipped! I finally got the parts ordered back in July. I had to have a final fall barbecue before I packed the grill away for the winter :) Biggest steaks I could find were inch-thick sirloins, “lazy cut” at the meat counter. It’s where they don’t separate the steaks, just slice the sirloin butt directly, giving you three in one, grains goin’ all different directions. I didn’t care. I got to spend Sunday afternoon with my wife, sipping tea in the garden, watching the bees work over the hyssop, waiting for the mesquite coals to set up. Then kissed the steaks with hot smoke for about 25 minutes a side. Perfect surface red all the way around. Gorgeous! We had the filets for dinner, and saved the coulettes in the fridge. Thanks Char-Griller! You have redeemed yourselves.

My item was missing a screw so I emailed to ask for one. I then got bounced round two British companies and eventually told just to return the item, even though I made it clear I did not want to. Given the price tag, I expected a lot better.

This has to be the worst customer service I've ever experienced. Bought the gravity 980 on June 25th. August 23rd got ErF on control panel. Contacted customer service and 2 days later get an email to do a laundry list of things before they would replace the fan. Told them I did all those things and haven't gotten a response back. Now my temp won't hold. I know it's the flap in front of fan. I ordered one but no indication it's shipped. Can't call them to talk to them they won't answer the phone. The chat doesn't work either.

The previous reviews are definitely accurate. I ordered a smoker box add on for a grill and after 3 weeks asked for a status update. A week later I was told the item I ordered was not available and my order was canceled. They provided a link to the new item which was of course more expensive. I won't be ordering it. Their customer service is not customer or service oriented.

I wish there was a zero to rate char stealer. Ordered replacement parts and 3 months later have not received them. Customer no-service has HORRIFIC communication. I feel that I’ve been robbed.

Bought a mini acorn from Amazon, was packaged missing screws. Multiple attempts to contact no avail. Terrible customer service, cannot use grill because parts are missing. Eventually got a half***response saying they'd send out replacements, no mention of when they'd arrive and no apology or attempt to compensate my inconvenience

There's nothing more frustrating than buying a product and not being able to call the company and ask them. Questions or even purchased more items from them.

Long story short, this company is a scam because they claim to cover missing pieces but they will never ship it. Terribly late email responses from their customer service have been telling us that their order delivery is behind, and it's been 4 months. Multiple parts were missing in the original grill purchase. We submitted a request for free missing parts through their website, received an automated email saying we'll receive a second email with shipping information. Char-Griller company still haven't sent the parts out after four months. We placed another parts replacement order (this time we paid for the parts) to see if the order will ship sooner with payment, and this is at a complete stall too. We have since received two responses from a human representative with terribly snarky and vague attitude about delayed deliveries. What a scam. We missed out on majority of the summer to grill because of Char-Griller.

DO NOT BUY ANYTHING FROM THIS COMPANY..ABSOLUTELY THE WORST NON EXISTENCE CUSTOMER SERVICE... they Never shipped my replacement grill grates that I purchased on 6/10/23
I cancel my order 25 days later. Cuz they NEVER gave me a shipping date. They said it would take 7 to 10 business days for my refund now almost 3 weeks later still NO REFUND .

Absolutely the worst grill .Doesnt keep temp consistently. Burns way to hot even with minimal charchol ,then temp drops right out .After one use of the smoker box it completely rusted do not reccomend buying this expensive garbage.Upper warming wrack is week and will not hold much weight .Handles on smoke box won't stay tight .Bottom of barrel connections aren't molded right so the legs are wobbly.

I’d give zero stars, but that would be too many (how about negative stars). Their products are iffy at best and their customer (dis)service is simply the worst I’ve experienced (even worse than a certain telecom from many years) . . . EVER. I spent close to 4 Bens and have received NOTHING; they don’t have a record of the transaction even though the $$$$.$$ were debited from my account. They have my money but no record of the sale. I could say more, but that would only aggravate my carpal tunnel. The company takes NO accountability or responsibility. None. Also, they sent me the wrong part and not only do I have to pay return shipping, there is a restock fee. THEY SENT ME THE WRONG PARTS after I consulted a cust-service rep to get the right part. They made the mistake I am having to pay for it. DO NOT BUY ANYTHING FROM THIS COMPANY and tell your friends, coworkers, man-on-the-street not to buy any Char-Griller products. They are not a reputable company.

I wish I had read these reviews before ordering replacement parts for my grill. Ordered May 21, website said in stock and orders take 2 days to ship. They charged my card but 6 emails, 2 website contacts and 6 weeks later I have nothing! They responded once 3 weeks ago saying heavier than usual sales and my order was being fulfilled. Really??!!! And they sent a “please review your purchase” email but my review was rejected and they refuse to post because I rated it low due to the fact that I NEVER GOT MY ORDER!