BBQGuys.com Avis 

The web site is easy to use. Updates and email communications are thorough. Tracking information very detailed. Ships snd arrived quicker than anticipated. The quality of the patio furniture we purchased is excellent! Very easy to assemble. Very well designed. All screw holes aligned very nicely. Took only minutes to assemble the couch.

I ordered a grill and it came late, resulting in a lost day at home. It was the shippers fault, but BBQGUYS went above and beyond to help me out and make me happy overall.

Customer service was A1. They were very efficient and very nice.
I would recommend them to my family and friends.

Just go to your local stores to purchase these items. BBQ Guys (and gals) are not helpful in the least I've had two calls and multiple emails and the most action I’ve seen was when Dave in sales earnestly told me he’d “write a note” for his boss to see in the morning. I should’ve read these reviews first. Just go to your local guy don’t bother with these clowns.

Ordered outdoor furniture. All items said “item will ship from our warehouse July 21-23.” Whole family was excited to get the furniture and be able to enjoy it. Placed order on July 20. July 21 after paying for items I received an “update to your order” this said items are “set to ship Sept 08” VERY UNHAPPY. September 8 is NOT July 21-23. Would like to be refunded until the items actually ship.

Disappointing Customer Service After Spending Over $3,500

I purchased the Gozney Dome XL Gen 2 Propane Pizza Oven (Off Black – GMPOBUS1825) along with the stand, shelf, placement peel, turning peel, and the Gozney Dome Gen 2 Neapolitan Arch (AM1987). As part of the promotion, BBQGuys also advertised a cover, oven door, and pizza peel with the purchase.

After placing an order worth more than $3,500, I expected a smooth experience. Instead, I received repeated text messages changing the delivery date from one day to another.

When everything finally arrived, I discovered the oven door was missing. I immediately emailed customer service, but no one ever replied. I then contacted them through live chat.

The response I received was disappointing. I was told:

“This was a gift. If there is an item missing, I can send out a replacement, but this was already a free addition to your order.”

Nothing is “free.” I spent over $3,500 because those advertised items were part of the purchase offer. Calling them a “gift” after they fail to deliver one of them is not acceptable customer service.

To make matters worse, the Gozney Dome Gen 2 Neapolitan Arch (AM1987) they sent is too small for my oven. I emailed them about that issue as well, and again, no response.

The live chat experience was also frustrating. Instead of taking ownership of the problem, they repeatedly asked whether I had checked all the boxes and focused on shipping explanations rather than addressing my concerns.

My biggest concern now is what happens if something goes wrong with the oven itself? If this is the level of customer service for a missing accessory and an incorrect part, I have very little confidence that warranty or future support would be handled properly.

The products themselves are high quality, but customer service is a major disappointment. For a premium purchase at this price point, I expected much better communication, accountability, and support. Based on my experience, I cannot recommend buying from BBQGuys.

BBQGuys delivered exceptional customer service. When I had an issue with an outdoor kitchen I ordered, Pinky and Qunetta Stewart efficiently resolved it to our satisfaction.

Terrible customer service. I ordered a patio umbrella, paid for it. Three days later I received a notice the order had been cancelled and my payment was being refunded and I needed to place a new order. USPS had changed my zip code by one digit since my last order. They did not recognize the new zip code and would not process the order under old zip code. They could or would not process the order. I was told to reorder if I wanted the product. InInsanity! Would not recommend this company.

The salesperson was awesome (only reason for the two stars). We received it but the stove part was dented and of course the lid doesn’t sit flushed now. Reported it per instructions with pictures and waited. Still waiting…Got the glass rocks and the package was destroyed and rocks (yeah I know they have jagged edges doh), the edges were bruised and crazed with white crushed zones. Totally ugly but nope your rep disagreed and said it’s all good. Had it looked at by others and nope they are damaged (why did I even have to do that)?Would you folks pay for this and accept it?? Now we are going into our second week and I am still waiting for the stove “decision” - guess I will be told to live with the dent too but pay the price and stuck with bruised glass but the set cost over $3,000 but let’s save money and not help the customer on less than $100 rocks that are totally unsatisfactory. Really how you do business??? Sad…we have to “fight”. Will not recommend doing business with you to anyone since I am now caught up in this game of waiting while I pay interest on a product I can’t use. Sadly disappointed. Definitely not customer service oriented after the sale.

They will not stand behind their product. Don’t believe the warranty hype. They will say it’s something you did wrong.

I ordered a Weber SP-E-335 grill. I had never heard of bbqguys.com so I was hesitant to order. I called and spoke to one of their sales people before I placed the order. They set my mind at ease, assured me that is was in stock and I went ahead and ordered the grill. It was here in less than a week. I did have an issue with a defective grill grate which Weber immediately corrected. I had multiple correspondences with BBQ guys support department. They were responsive. They replied quickly to each email and in general were helpful. I would not hesitate to order from these folks again.

I have ordered several sets of outdoor furniture from BBQ guys. The product quality and service I received have been exceptional! Special thanks to Gia - you are wonderful to work with. Thanks so much BBQ Guys!!

Placed an order and received notification we would have tracking info within 24 hours. Didn't come. After a week we call to cancel. After a very long wait for a service rep they say they can ship. We accept. They miss the ship date! Wife takes another day off from work to receive after confirming by text the delivery date. We call the trucker day its expected to arrive, and they advise its not on the truck. These "Guys" are a joke. They don't appear to have anything in stock and their CS support is terrible. will prob have to open a dispute with the CC company. Tom

Ordered over $19,000 worth of equipment because I was told they would help me with my design. It's taking an act of congress to get a response from our salesman. Just ghosted us so we got someone else to help us and all they sent was a prototype of what I myself drew up with no dimensions whatsoever. Been trying to call and guess what? Ghosted again. Have about another $10,000 worth of equipment to order and it won't be through BBQ guys. Look elsewhere if you don't want to be ghosted.

Superb communication. Very responsive. Knowledgeable about the products. Competitive pricing. Post-order---still excellent communication so that I know what the status is. I purchased a fire table, so it will come by freight. So far, communication has been excellent so that I know when the ship date is, how to prep for receiving it, etc.

I called for a replacement part for a Firemagic hood that i got from them and he told me they were a bbq store, not a hood store. i reminded him that their name is bbqguys buy they sell grills, hoods, ice makers... everything for an outside kitchen and i know that bc i bought the appliances from them. He then said, "yeah, maybe but we dont have the parts". Do not get ANYTHING from these people if you ever expect any time of service or even just a little courtesy. EXTREMELY rude and not helpful.

I had an excellent customer service experience. Julie was friendly, professional, patient, and genuinely willing to help. She listened carefully to my concerns, answered all of my questions clearly, and made sure my issue was resolved quickly and efficiently. Her positive attitude and dedication to providing outstanding service made the entire experience pleasant. I truly appreciate their help and would be happy to receive this level of service again. Thank you for going above and beyond!
I recommend BBQGuys 100 percent

Read VERY carefully. DO NOT BUY Napoleon Grills direct or through anyone else. I owned a Napolean Prestige 500 and loved it. Had a desire for larger so got in touch with the BBQGuys sales team and they were amazing. I had bought a 600 series and immediately wanted the 825 so they reversed my sale and got me an 825. Arrived like 8 days later due to their efforts to accelerate delivery for me. The 825 arrived and immediately i found a hole on an ancilary gas line. i contacted customer service at Napolean and got no where. You cant get anyone to talk to. And, their website isnt intuitive at all. They want you to merely order a replacement part under warrantee. I went back to customer service at BBQGuys. Chat isnt a bot. Honest to god, Jon called me. Called me multiple times to get ahold of me. Called me back when he figured out what part i needed. Called me back when his team expidited the order. Called me back to make sure i got the part and it was installed. These are REAL people who ACTUALLY help. They dont point fingers. DONT BUY Napoleon (heck, why buy anything?) direct. I needed BBQGuys to talk me off the ledge and help me understand the issue, my choices, the solutions. Time and time again (due to the lemon Napolean sold me and took zero ownership for doing.)

Long story short, shipping dates keep changing or items that were supposed to ship are now "delayed". If they don't have products or can't acquire them, they should let potential buyers know.

Bella was the person I corresponded with and she was a jewel. Great experience and highly recommend this company.