Weber-Stephen Products

I left an earlier review of one star when it appeared that Weber wouldn't take back incorrect length flavor bars that I ordered. despite being still new in the package. I'd been waiting for a warmer Minnesota spring day to replace the burner, igniter, manifold and flavor bars. I didn't know that they wanted returns within 30 days, and I went well beyond that time frame. After some basic back and forth with Weber they have refunded to me the entire cost of the purchased bars.
I was only looking for an exchange for the correct parts and a refund of the difference. I haven't even been asked to ship the incorrect parts back, despite their being brand new. I am attempting to get an RMA# to ship them back and will purchase the correct parts from Weber.
I am trying to find my original review to amend it to reflect their outstanding service and the resolution to my problem. In the meantime, I want to put this review in to balance out my other review. Thanks Weber. I'm sorry I doubted you.

On 4/20 I requested instruction on how to return a part (1833622) No Response
On 4/26 Made the same request (1848856) No response
On 4/27 Made the same request to a Rohan S (updated Request)
Guess what no answer and now the date is 4/30
Does this company know anything about customer service?

I purchased a Genesis II Weber grill back in April and the cookbox shattered at the end of August. I submitted everything in regards to the serial umber and registered the grill and it took them almost 10 days to get back to me regarding it. This was after several emails asking them if they had received my correspondence.
The warranty is supposed to cover 10 years of the grill. They said they would order me the new hardware but had no idea when it would be in or when it would ship. They made me select the piece that I thought was busted without reviewing it for themselves.
When asked about timing or shipping I didn't get a reply. When asked about a refund or a new grill I didn't get A REPLY.
Weber is supposed to be an industry leader and frankly I doubt I will ever buy from them again and will encourage others not to spend their well earned money with a company that doesn't have the decency to respond to its customers.

Purchased Genesis II Weber Grill on June 26. After three uses, the paint began to peel off in huge chunks from the firebox portion. It continues to worsen, leaving a mess on the patio. Contacted Weber on July 31. Received form email saying they'd get back to us. Waited on hold two different days for more than an hour each time; could not wait any longer and their option for callback was not working (it kept cycling you through the hold system). Emailed again on August 17, no response. It is unacceptable that a grill that was less than a month old began peeling. It should be under warranty but no one at Weber seems to care. This is an integral part of the unit and cannot be replaced by sending a new part, as it was one part when we received and assembled it.

Worst Costumer Service.
Weber sent the wrong grill. Returning it was a nightmare. Now more than 1 month later my money has not been refunded after calls to them.
Several hours time spent on calls. False promises in return.
Order number 709o6337
Since them do not answer or return my calls, I was obligated to dispute charger to my credit card.
I will rather buy a different brand from honest people.
Jacuart. Asheville NC

I purchased a weber grill 2 years ago at *** Recently, the regulator of the grill began leaking and the grates are rusting. I've sent two emails to their customer service department regarding the warranty claim, dating back to 5/23/2020, sent them a direct message on *** as well as commented on their *** posts asking for help and have not received a single reply. Their phone lines have been inactive until today when I tried calling, but was placed on hold for over an hour before I finally gave up.

Some companies have poor customer service but Weber has zero. At 11 days now since they received my return in their Quality Assurance department and literally no response to 2 emails, multiple hold times up to 45 minutes where I just hung up as I try to find out why I haven't received my credit.
Weber is using Covid 19 as an excuse but they always had terrible customer service. Pretty pathetic to tell you while you are waiting endlessly how much they value your time.
Just awful service after the sale.

I ordered a replacement part for my grill on or about 7/14/20. I received the wrong part. I attempted, and have been attempting, to contact the company to arrange a return/exchange for the correct part. I have called the supplied number numerous times and emailed them as well. All to no avail. They don’t answer their phone or return my call. They did send me an email confirming receipt of my email but nothing further. I don’t know if this lack of service is due to COVID or they just don’t want to be bothered but their lack of service is inexcusable. Maybe a complaint to the Revdex.com will cause them to take action on my behalf.

7 weeks ago I filed a warranty claim with Weber. It took 5 or 6 days to even get in touch with someone. I left messages for call back and was never called back. I finally got ahold of someone and it took a few weeks to reach the point where Weber agreed to replace the parts I was needing. They placed an order for me, and also told me they were shipping a new part that I did not need, because they believed the part that was included with my original purchase was defective. I did not need it but I was fine with it since the part was possibly defective. About a week after the order was placed I received the part that I did not actually need (without any notification from Weber that it had shipped). The parts I set out to get replaced 7 weeks ago have still not shipped, and it has now been 3 weeks since the order was placed. I check the status of the order on their website, and not only are there no updates, but it says the part I did receive hasn't even shipped yet.

In the last 10 days I have emailed Weber customer service 4 times with very polite requests to be contacted about my order. They have not responded to any of the emails. I have messaged their social media account with no response. I have attempted phone contact on multiple occasions and no one answers the phone or returns messages.

At this point I feel as though I am being ignored, since previously I might have to wait a day to get a response, but it has now been 10 days and many attempts to contact with no response. I understand a delayed response when they are busy, but the inability to get ahold of someone at the company for 10 days straight tells me there are serious issues with this company's ability to provide any level of customer service.

TERRIBLE CUSTOMER SERVICE! Received a cancellation confirmation email and WAS STILL CHARGED and have YET to receive any kind of product. They tell me to return the item and a refund will be processed however I have not received any item and this is an inconvenience to me during a pandemic to go to store to return this item.
Ordered on 6/8 received no confirmation of shipment, emailed twice and called several times with long hold times left messages to cancel my order.
On 7/7 a month later I receive a cancellation confirmation.
On 7/14 I received an email saying my order was SHIPPED and my card was charged! I have since then called several times and left voicemails and emails asking for my refund. So today 7/22 I have no item to return and I am charged almost $300 unauthorized. I don't understand how my order shows canceled on their website, I have the confirmation email and it STILL gets processed. Obviously they just wanted the money.

I HAVE PURCHASED TWO SETS OF COOKING GRATES FROM WWEBER AND BOTH ARE INCORRECT. I HAVE REQUESTED A RMA NUMBER SEVERAL TIMES AND AFTER 3 WEEKS, I HAVE HEARD NOTHING. ALL I WANT TO DO IS RETURN THE PARTS FOR A REFUND. I HAVE WRITTEN AND CALLED AND HAVE GOTTEN NOTHING FROM THEM.

Have a 3-4 year old grill I received BRAND NEW as a gift. Table cracks on the grill - shouldn't be after only this long. Sent email to Weber with as much info as I have, purchase location, serial numbers, only to be told that the table warranty is expired. But the grill has a 10 year warranty? Apparently the rest of the parts are crap and they only guarantee for shorter time periods? Odd that a $300+ grill would have defects after a few years. Simply asked Weber to please send a replacement table. I'm not asking for a new grill, just a table so it doesn't look like crap after only having it for a few years! Please just send a replacement table! Ridiculous customer service!

I ordered a grill pizza stone in May, never got any shipping update. Finally in June I decided to cancel the order, I called their customer service and left a voicemail twice. I never received any communication back. I then called again July 14th after an email said the order had shipped. I have emailed three times and called twice with no answer as well as trying to contact on social media about getting a refund and have had no response. This is no way to treat customers.

They stink, no replacement parts since they do not answer emails or phone calls.

I am trying to cancel my order of a Weber Q1200 grill. I ordered the wrong grill by mistake online, on a Sunday. It took several hours, however, to receive the order confirmation email. By that time it was already passed customer service hours (which end at 6pm where I live--well before many people end their workday). The next day, very first business day after I ordered, I emailed customer service. No response beyond an automated reply email that did not solve the problem, just directed me to the Weber website. Based on that I called customer service and was put on hold for over 100 minutes--that's right, over 1 hour and 40 minutes, in the middle of my work day. When I was finally connected, the customer service rep was not able to cancel my order, though she suggested she might work on it. I still have not been able to cancel the order, though I did take a screenshot to memorialize the wait time. The representative told me that though the item has not left their warehouse, it is "in process." And because of that they can't do anything but send it! I asked if we could call the warehouse; not possible. It is clearly company policy to not allow cancellations and returns.

First, why is there no option to cancel an order online? Weber's website let's you order, but not change/adjust the same order. Second, why can the company not speak with its own warehouse?

The real problem: Weber's website declares on the very first page "Superior Quality, Unmatched Customer Service." And yet at the Revdex.com, there's a 2-star rating average and numerous people with this issue. Weber was a family-owned company, which is important. But the new CEO and BDT Capital Partners clearly don't care, and have created a disempowered customer service department worthy of their leadership. There are millions of people out of work who could use extra hours during the pandemic. But instead of hiring folks for CS, Weber's leadership just hopes customers go away. Well, we are going away.

Purchased a new Weber Grill from Home Depot last Thursday. When I got about half way through the assembly I found the lower CookBox was broken at the left hinge. I contact Weber Support (took two hours for a response). I was told a replacement would be sent overnight. Here it is the following Wednesday and I have not heard anything. I have called every day with no answer from service call hotline. I have Pushed 2 for an automatic call back, NEVER HAPPENS. This is the worst service I have ever NOT received. I bought the grill on good faith it would be a good product but have received zero service. I started calling at 7:00am and I am on hold right now waiting for someone to answer the phone. ZERO Support.

I ordered a grill from Weber order # 84005857 and never received the product and the payment of $235 was processed and deducted from my account. I have tried calling weber (800-446-1071) and no one ever picks up the phone. I have emailed many times asking for a courtesy call back. No response. I have never experienced this level of poor service from any company. No tracking #, no eamil return, no call back- WHY! Is this a SCAM or legitimate transaction?

I received a Weber *** propane grill as a Father's Day gift from my wife and daughter. The grill arrived in it's original packaging with absolutely NO damage to the box, however upon unpacking the item, the lid and front panel were both found to be dented. I've attempted to contact Weber via phone, email and *** and have not been able to speak to anyone or get any response whatsoever. I sat on hold on the phone for over an hour on more than one occasion without being connected to anyone. This an almost $500 grill and I cant believe I have to use it with two badly dented parts because Weber just ignores all attempts at contact. I am a longtime Weber customer and always thought very highly of their products but this experience will certainly change that unless a reasonable resolution comes from this complaint. All I want is for the damaged parts to be replaced.

Hi. In May we ordered a grill & a cover for that grill. A couple weeks later the grill was delivered but the cover was not. We received links to shipping information for both items, but the link for the cover leads to nowhere. Both items are marked delivered on the Weber website. Weber has charged our credit card for both. We have repeatedly called, emailed, waited on hold, left call back numbers to resolve the issue, & have received no engagement from Weber. (They sent a couple robo-emails stating they’ve received our email.)

I purchased a new Weber grill...I loved their products for many years...had a distorted lid and sent their Customer Service Department pictures, description of the problem, etc on April 29th and received an automated response. I have sent numerous emails and attempted to call (with no success) and still no response.