Char-Griller Avis 

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!

Do Not Buy Anything From This Company. I went on the CharGriller website and purchased 3 grill grates on 5/16/23. I got a confirmation number but nothing saying when the grates would be shipped. I’ve sent 3 separate emails to their customer service department and they keep giving me the runaround. No one will say when I will receive the grates that I purchased. Their customer service is horrible. It makes no sense that after 45 days since I bought the grates that I’m still waiting to get them delivered and the company doesn’t offer any help or answers. I just had to spend more money and buy a Weber Grill because it’s the holidays and I love to barbecue. I will never deal with this company again. Horrible!!

The worst company I ever experienced, they never ever answer the phone or email. They probably laughing their way to bank, ever time one of us order their product. I have gotten my griller #1733 and it came dented barrel and two of the legs plate bent and the grill plates was broken. I sent pictures and explain how the box was busted when it came. Took pictures before my brother and me started the project two weeks later thinking they was going to respond, NOTHING!!!! Had to bang the barrel out and the legs and order the grill plates from amazon. And today I got email from automation say the case was closed WOW, what a joke. Never ever buying their products

Got a griddle after using a standard grill for a long time. Was supper excited to set it up and start using it. While putting it together one of the nuts that holds the wheel on got stripped and was un-useable. Luckily they offer replacement part for everything! Unfortunately and hence the 2 star review the replacement part has still not been shipped out. I ordered a replacement wheel a month ago and it doesn't even have tracking info, still processing. I contacted customer support and all they say is Sorry we are busy if you don't receive it by next month contact us again. So I guess I'll continue to use my lopsided griddle.

this company used to be on top of things. now, can't get a response other than a automated one. ordered some products in May that show to be in stock. product still hasn't shipped. they had no problem taking my money but haven't shipped my product. can't get any type of a response from them. horrible! do not spend your money with this company. I will update if they end up taking care of me.

I bought a Char Griller 980 smoker a year or so ago and a small part called a “silicone air shutter” eventually became damaged. Apparently it’s quite common. So
I contacted the company to have a replacement sent.

After jumping thru the hoops of sending pics, sending the serial number, describing the issue, and waiting for a response, I decided to just pay for the part by ordering from their website. After waiting two weeks for my part and receiving no updates whatsoever, I emailed Char Griller several times inquiring about my part. After three weeks, I still haven’t received my part, no explanation or an update on when I would receive my part. Their customer service answering machine basically directs you to the website where they ask you all the same questions they asked during the initial contact.

This is the worst customer service experience I think I’ve ever had. I’ve had to replace other parts on this smoker before and after dealing with their customer service again, I remembered how much easier it is to just buy parts on Amazon instead of the lengthy process involved with Char Griller’s customer “lack of service”.

Ordered a lid for a Flatiron griddle on 5/23/2023. Money taken 5/24/2023. No one responds and my order no longer shows. Can't get part or a refund. Did however get a request to review what I ordered but my review was denied.

Took Over 5 days to reply to a request.

Over 45 days (after charging my card) to ship repair parts for my 5050 dual fuel.

Customer service is NON-EXISTENT. Don't bother with this crap, pick a different brand!

Their customer service sucks! Can't get through to them anyway shape or form! I have had a char griller for the last 8 years and needed some new parts. After ordering online and my account being charged, still no word from them on shipping my parts. Submitted 2 online help tickets. No response. Tried using that crappy chatbot thing. Still no joy. About to hire an attorney. Actually if there were no stars to be given, that's what they would get! Probably got bought by some hack Chinese company and scamming people. Warn everyone you know not to buy this product.

I order parts and received a confirmation number saying parts would ship. The I contact customer service and set a replay that all order are filled in 21 days. 4 contacts later to support and each time I get same response and no contact or information about my products. It has now been 42 days and still no response other than a IT generated email saying part will ship in 21 days of order. Total bull for CS.

Ordered grill and then canceled less than 24hrs later. Received verification ordered was canceled and refund to be processed within 72hrs. Two weeks later, contact Cc company and file dispute and then receive email from char Griller to drop dispute so refund can be processed.

Does not honor warranty. I purchased my Char-griller grill approximately 9 months ago. Followed all the instructions for care (seasoning, etc.).

Despite that, it's covered in rust on the inside, the grill grates are peeling, and it's disgusting. This has not happened to any other grills I have owned.

Contacted Char-griller, which was frustrating in itself. They have a phone number with an automated message that hangs up when done. You cannot speak to a live person or leave a message. Their "live" chat is a bot doesn't let you leave a message or say what your specific problem is. So I filled out the paperwork and submitted pictures for the 5 Year rust-free warranty.

After multiple back & forth emails (they sent me cut & paste snippets of how to clean a grill) and even more pictures, I was told that the warranty does not cover "surface rust", but that I could purchase replacement parts from them.

I asked them to confirm that the grill was still safe to cook food in (there's a LOT of rust) and they did not respond.

So the warranty is useless, the grill rusts quickly even if you take care of it, and I would definitely NOT recommend ever purchasing from them.

I just bought a new grill and am having a issue and can't get any help from them

Paid electronically back in January for parts that I didn't select and returned it and had to pay $26.00 for return shipping. It was received on 2/21/23 after providing proof of return with a tracking receipt but still haven't received my refund. I was told another week or so. If you can confirm that the return is in, why hold my money. Just trying to get the right parts which ultimately I will be giving the money right back. I have bought 5 Char-Griller grills or smokers through the Yeats and I am growing bitter. Every response is sorry have a nice day or weekend. About fed up!

I have had a 5050 Dual fuel grill for about 10 years and have been happy with it. I am now faced with needing either parts for this one or replacing it. I have tried to communicate with the company with a couple of questions. NO live communication, ALL chat with a bot which is like talking with a brick. The forms have drop down menus that won't drop down or me. I've tried this on my tablet and my desktop. Neither allow me to get my questions answered. So I spend all this time so that they don't have to pay someone to provide actual customer service. I could get replacement parts for under $100 instead of spending over $400 for a new set up. I will probably go new... but not with Char Griller. At this point, Z Grills are looking pretty good. Good bye Char Griller, you are the weakest link.

Update. OK, so later,I went back into the website. Again navigated through the Bots and got back to the "send us a meessage" area. The drop down boxes worked this time so I was able to send a message. Next it says it may take 5 business days to get a response. Basically thats a week to answer a message.

I purchased a $200+ BBQ/Smoker.

The grill grate that one places charcoal on totally melted after several uses - it totally contorted, as did the heating rack above the cooking grates.

I was told by customer service that I was to blame for the issues because the grill overheated and I "used to much natural lump charcoal."

I have never had any issues with metal melting using the same cheap $30 Weber grills for 4+ years, using the same amount of lump charcoal. Never.

Given the number of times (few) I have used the grill, the low to medium temperatures I used the grill at, and the extent of the metal grates melting/twisting, it is obviously a materials-quality issue.

The outside of the grill is nicely built - no complaints, but they are obviously using substandard materials for their internal parts.

#Chargriller customer service is snotty - and of course they did not honor the warranty.

Caveat Emptor