Tammy T Wic

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Verified Reviewer

My grill isn't working

My grill stopped working. Bought a new cord but still doesn't work. It's only 2 years old. That is a lot of money for a grill that doesn't last more than for 2 years. Tried to get some help with troubleshooting it but can't seem to get anybody that will help. Your help would greatly be appreciated.
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Preferred solution: Just want to get my grill working

Alberto S Txr

Damaged part when received

Char Griller - Damaged part when received
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Char Griller - Damaged part when received - Image 3
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It's been over five days since I reached out to char griller regarding my damaged part and still no response. Where can I go for a former complaint?
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Cons:
  • Bad customer service

Preferred solution: Replacement

Anonymous
map-marker Tulsa, Oklahoma

Wrong package

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They sent me the wrong package, and I still havent received my order and you cannot talk with anyone everything is online
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User's recommendation: Don’t purchase from them

Terry B Prp

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Verified Reviewer
| map-marker Houston, Texas

Grill blew up need assistance

Char Griller - Grill blew up need assistance
Char Griller - Grill blew up need assistance - Image 2
My grill caught fire and the entire grill burned on the outside. I do have pictures. The grill is about a year and a half old. Purchased at lowe's. Is there anything you can do to help. My number is 832 860 **** Terry Blackwell please call me. Thank you.
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Loss:
$300

Preferred solution: Price reduction

Anonymous
map-marker Bel Air, Maryland

Damaged part when received

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Wanted to talk to someone about getting a replacement item vs returning whole system. We were instead flicked to some site that we had to pay to use and have some other group assess your product. What could have been an item swap turned out to be a full refund. Trying to save money cost you a grill.
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User's recommendation: Don’t accept poor customer support.

Adam G Com

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Verified Reviewer

Char-griller serial number-CEP0565005****B Model number-5650

Our char-griller gas grill has rusted out .The bottom has rusted through and cook rack has fallen through the bottom,the charcoal grill has also rusted on the top and smoke stacks are rusting as well.We havent been able to use it for almost 2 years and are in the process of remodeling our covered deck and would greatly appreciate any help you could give us in resolving this issue.Purchased April 16th 2019
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Resolved
Jason P Sam

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Verified Reviewer

Resolved: Still haven't received an order from early June.

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Updated by user Sep 21, 2023

Company fixed the issue and I have been provided with partial refund. Finally reached the right person apparently. Was issued a refund for the items I haven’t received.

Original review Sep 20, 2023
Ordered a grill, cover, aluminum pans, and a complimentary spice kit. Never received a estimate for shipping. Took a month to get the cover, and another few weeks to get the pans. 3+ months later and still haven't received the grill or spices. Can't give me a date, and say they can't cancel and refund items that have been picked already.
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Loss:
$200

Preferred solution: Deliver product or service ordered

User's recommendation: Do not buy direct from the company, no matter the promotion they are running.

Zach S Wih

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Verified Reviewer

No one helped me

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I tried reaching out because I wanted to do something with warranty no one etched out and no one has tried to make it right makes me upset makes me think I picked the wrong kinda grill please reach out and make this right
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Loss:
$300

Preferred solution: New griddle top

Deborrah Wki

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Harrisburg, Pennsylvania

I am getting the run around I purchased a new girl on Mother’s Day and the handle was broken when I took it out of the box

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Char Griller - I am getting the run around I purchased a new girl on Mother’s Day and the...
Char Griller - I am getting the run around I purchased a new girl on Mother’s Day and the... - Image 2
Product was damaged when I received it told not to take it back to the store its been over 45 calendar days and I still have not received the replacement part
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User's recommendation: Customer service suck and I still have not received a callback or my part

Resolved
Lawrence P Ous

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Verified Buyer
|

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Verified Reviewer

Resolved: Blower motor burned out/melted

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Updated by user May 03, 2023

Company resolved the issue.

Updated by user May 03, 2023

I couldn’t find the receipt due to moving and it must have been misplaced. But I was able to attach a screenshot of my account statement showing the transaction history.

A replacement was sent, I received it, installed it, powered it on and the new motor came on.

I have not done any grilling or smoke with the new motor as of yet. I’ll update when I do.

Original review Apr 03, 2023
Blower motor burned out/melted as shown in photos. I need a replacement or repaired or some sort of help. This is a brand new unit. Didnt even get to use it for a year.
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Preferred solution: Replacement parts or replace entire item.

User's recommendation: Probably should install a duck extension. Just saw that in a YouTube video

Nicole M Tte

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Verified Reviewer
| map-marker Mandaluyong City, National Capital Region

Parts question

Char Griller - Parts question
My first grill fell over, so I bought a new one, and that one fell over also grate fell out and broke.
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Cons:
  • Tips over easily

Preferred solution: Deliver product or service ordered

Clent Ufo
map-marker Decatur, Georgia

My grill has a erh code but it has not been used in longer than a month

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I never got to speak to anyone other than a AI which was absolutely ridiculous and no help, I was told to purchase some help website for $49 bucks not after spending $800 bucks for a grill that I've used a total of 6 times and each time I had to go on YouTube and do surgery just to get the things to start up from the fan having dust in it to the charcoal hopper door not showing closed to the thermostat showing the grill was at 700 degrees when it had not been on in a month its to temperamental if hadn't paid so much for it I'd put it at the curb for the scrap man and just go back old school oh yeah the customer service SUCKS! for as much as you pay for these grills you should be able to get on the phone not some BS number 912-638-**** or 800-445-****...

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User's recommendation: Don't be!

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Chicago, Illinois

Warranty

Char Griller - Warranty
My grill stop working its not coming on at all.I replaced the cord it's not coming on at all my address is 8738 s 57th dr laveen az 85339
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Don T Hrf

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Verified Buyer
| map-marker Hillsboro, Oregon

Wrong part recived

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Char Griller - Wrong part recived

Cannot get correct part recived wrong part.

I ordered cover part number 8080 0n July 26th at 11.43 (order number CG294942). I received cover part number 8036 on August 4.

I have been trying to contact your support with email since August 4th on a regular basis without response.

Over the years I have spent over a $1,000 dollars on your products.

I am extremely disappointed with being unable to resolve this issue.

Please contact me to resolve this issue as the part received is useless to me and I have paid for part number 8080 which is a Grill cover I require, if you are unable to supply please refund $79.24. Do not buy

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User's recommendation: Do not buy if you expect customer service

Karl S Ret

Repair-can’t get someone on the phone

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Its been almost two weeks. I received one email asking for a time to call with no phone number. Then a message was left on my wifes phone (I never gave that number out) and after I called back several times, all I got was a robot. Still cant get anyone on the phone to help me. Very frustrated. Nice product. Poor supper.
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Preferred solution: I just want someone to contact me to tell me how my griddle will get fixed.

John B Oht

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Verified Reviewer
| map-marker Saint Simons Island, Georgia

Wrong part...no return autorization

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I ordered a new cover for my 5050 duo. After 2 weeks I contacted them and they finally responded after 2 days and said it shipped. When it got here, it was for a 6555. I have been trying to get a return authorization with no luck. Will try again today. Website is lousy with no phone numbers.Buy p
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Loss:
$79
Pros:
  • Great grill
Cons:
  • Poor customer service

Preferred solution: Full refund

User's recommendation: Buy parts from Amazon. I got a new cover in 2 days.

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