BBQGuys.com Avis 

The sales agent that I worked with on the chat was SPECTACULAR! Jonathan W. Helped guide me through the ordering process. He helped make the ordering process simple and efficient. Highly recommend ordering from BBQ guys and I also suggest that you use the chat feature. It’s easy and fast!

After waiting so long and having to reach out twice, they finally just decided that the grill I ordered is no longer available. Hello I could’ve ordered it elsewhere. Can reach nobody on the phone and nobody on the chat. Lesson learned.

Website isn't accurate. Discount code didn't work and product wasn't available even though the site says it is. Customer service agent was great!!!

IF YOU ARE LOOKING FOR A GRILL COVER, THEY HAVE EXACTLY WHAT YOU NEED FOR YOUR LION GRILL.

Soooo, frustrated. The representative that took my order was very professional and did a great job taking care of the order.
However, I was told the order would ship in 1-3 days, and that was on June 19th, on June 21st I received an email stating that these heaters would ship July 7th, and yesterday I was notified it wouldn't ship until August 25th!!!! This is for a new home, and the customer has closed and is needing these heaters installed so they can get the money that was set in escrow. I will NEVER order anything from BBQGuys again. I can't believe they would tell me it would ship in 1-3 days after the order was placed on the 19th of June and now it won't ship until August 25th. And now I have been waiting for over 27 minutes for a customer representative to assist me. Still Waiting!!!

Grill purchased 11/2022 for right under $1K, placed under covered and enclosed outdoor kitchen area. Multiple items are completely rusted through, the company will not honor their warranty, which is why we decided to buy the grill. This grill performed no better than a cheap $199 grill you can buy in front of a home improvement store. Poor quality, poor customer service, illusory warranty they will not honor.

Product arrived ahead of schedule with a friendly and helpful delivery driver. Easy to assemble following the two page instructions, the end product is exactly what we wanted. Thank you!

I have to say that my experience as far as customer service goes is exactly the same with these guys. I really wanted to rate it a one star, but my experience wasn't awful and there is still hope directly with Primo. Suffices to say I ordered and paid for part, part failed within a short period of time. Since you cannot get them on the telephone (trust me, I waited), you are probably best through the chat. All I got was "well, it didn't get there damaged so you have to claim that with Primo", a link and polite dismissal (I was going to put two letters but AI would have caught it). So there IS no customer service. By the way, this was a $500 part so it isn't just chump change. They do not warrant what they sell and are not even accessible to you after the sale. The phone message actually says something to the effect of, "you can wait if you want, but we probably won't answer so contact us online". I THINK there was an actual person on the other end of the chat but I could be fooled. Certainly AI would have come up with more help and a better explanation...good luck and proceed with caution!

We bought a high end grill and rotisserie kit. The grill arrived with some damage which we sent photos of to the company and haven’t heard back yet on it. That was 3 days ago. The rotisserie kit finally arrived and was obviously used, missing parts and the box with the pole portion was empty. No response yet from BBQGuys. I’m sure if I was calling sales they would have already reached out to me. Definitely not what we expected when spending over 7k.

On June 24, just before noon, I ordered an Napoleon 32 inch built-in natural gas grill head. BBQguys.com had exactly the model I was looking for, and the best price. I placed the order and within 15 minutes, had their order confirmation. Throughout the afternoon, I got updates on processing the order and shipment via freight.
The order shipped from their warehouse in Baton Rouge, Louisiana, and I live in Pittsburgh Pennsylvania… I was completely astonished when the grill head showed up in my driveway 14 hours after it shipped from Louisiana. So far my experience with bbqguys.com is more than outstanding.

This is the worst experience I've ever had
I usually don't write reviews for the many purchases I make, however I paid over 1k for a (evenrude hb2) from this horrible company only to receive a defective product, after many, many attempts to contact a person, they only have said "someone will get back to you within 3-5 days" this is week 3 and no response yet!!?? I consider myself very patient, but also educated enough to know when something is wrong, and SOMETHING IS WRONG WITH BBQGUYS!!

The agent Doug Hill was very knowledgeable on the different gas grill and the features that are available on the different grills. I went with the Napoleon Prestige 509 because it offered the feature that I was interested. I would highly recommend BBQ Guys for anyone that wants to purchase a new grill.

The Sales Dept has strong knowledge of their products. Very patient and not pushy. I unfortunately had to contact the support team once my product arrived. It had a manufacturers defect, however BBQ Guys support team made the replacement process simple. Zero hassle, Simply agreed it should be replaced. Even went so far to contact the manufacturer who wanted to send a repairman and tell them that wasn't happening. It was being replaced and everything was already in motion. Extremely happy with this company!

UPDATE:
I just finally received the cover. Also, it would only be fair to mention that BBQGuys also contacted me since I wrote this review and offered to refund $50 for my trouble. So I've upgraded my review from three to four stars.
Original review: I recently After shopping around, I decided to order from BBQGuys because they were the only company offering a free cover.
I placed the order on 5/11/25.
They claimed that they would ship with a week, which of course, was later updated to a later date. Kind of cheesy.
But, I did get the grill relatively quickly, albeit later than promised. However, the cover has yet to appear. I’ve now inquired 3 times, only to be given identical “updates” promising a new, later, ship date.
It is now 5/12/25 and the most recent update claims that it will now ship on 6/26/25. ??????
I’m not buying the standardized “supply chain problems” excuse anymore. Since I can easily have the very same cover delivered overnight by Amazon, I’m beginning to suspect that the “free cover” promotion was nothing more than a sales hook to get people to order grills.
I hope I’m wrong, but in the meantime, my brand new grill has now been sitting outside in the elements for a month without a cover. And with very little hope of actually getting one in the foreseeable future.
They should at least offer to refund me the cost of the cover that I’ll likely just buy from Amazon to avoid further exposing my new baby.

Terrible shipping and delivery experience. Terrible customer service. I spent a significant amount of money with them and I would never repeat. I would buy from somewhere else.

False advertising of units in stock, 7 months later and nothing has been shipped. Sales support personnel are constantly leaving or being fired, CEO will not return calls and absolutely no inventory control measures at all as they have no idea what is in their warehouse when and if you can get someone on the phone.

My original order of a pellet smoker was sent in a very timely manner and arrived in good shape. I followed that order with with two different kits for it and once again they were delivered in a timely manner and arrived in good shape. I would do business with them again.

We purchased items that make up an outdoor kitchen. After 2 years the products started to rust, stain easily, pitted and discolored. Customer NO service now tells us we should have purchased Marine Grade and has provided BOGUS information ( making it up as they go along) about their warranty. They REFUSE to accept any responsibility for inferior products likely make in China. Stay clear of these people. DO NOT buy these inferior products.

Just ordered 5 patio chairs and they were shipped promptly and arrived safely. Assembly was a breeze, and the quality of the chairs seem to be excellent. When I initially inquired about the chairs I received an instant response. Bought on a great sale so very pleased with price. Would consider ordering from BBQGuys again if I needed more backyard gear.

I would give a zero for customer service if I could. They cant answer phone lines, the chat guy just quit the chat session. Placed an order, realized the grill was natural gas and not propane. Reached out first thing the next morning. Sales guy said he would fix it. Order shipped anyway. We called and after explaining it wasn't supposed to be shipped, they turned the order around. Our order shipped. We have had it over a week. Our card was charged for both orders. No refund. They keep saying the order has to be received and inspected prior to issuing refund. I have sat on hold, I have called multiple times, I have tried chat. My only option it to no put it out here that I will be filing a claim with my credit card company tomorrow re: the duplicate charges. Its a shame with the nice products that they can't provide service. Oh....and I have been dealing with customer service over a week already, not just today.