Weber-Stephen Products Reviews (%countItem)
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Weber-Stephen Products Rating
Address: 1415 S. Roselle Rd., Palatine, Illinois, United States, 60067
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The gas grill I purchased 2 months ago stopped working. For a week I have been calling Weber customer service and they never answer the phone. I have filed an online warranty claim a week ago and also have only received an automated reply.
A member of Weber’s Customer Service team spoke to the consumer on
July 3rd. Replacement parts
were ordered. Because the Revdex.com Complaint
was filed after Weber assisted the consumer via phone, Weber will reach out to
the consumer to follow-up in the event that any troubleshooting is required.
Weber will continue to follow-up until the consumers concerns have been addressed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. This is providing that the replacement part they are sending me fixes the problem.
Sincerely,
Don J
For five days now I've been attempting to contact Weber grills to get a part that was missing in a brand new $1000 *** grill. It is missing the ignitor module and a connector on one of the wires. I have emailed them, contacted them through their customer portal after registering the grill, emailed their CEO, as well as called them only to be left on hold for 42 minutes before having my call redirected to a voicemail box. STILL no contact from this company. This is the single worst company I have ever done business with.
A member of Weber’s Customer Service team spoke to the consumer on
July 6TH. The requested
backordered igniter kit is now in stock and has shipped. Weber also provided a tank scale cable for
his IGrill 3 unit. The consumer also
reached out to Weber on social media and our social media team has responded
with our apologies for the delay. We
have addressed the consumer’s concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Eric B
I purchased a igniter kit for a Weber *** I received the wrong parts, the parts are for another grill. I have repeatedly emailed Weber and called the support line and waited twice for over an hour each time and was hung up on both times. I just want a refund.
Mr. S has been contacted. Weber confirmed that the consumer
purchased the correct part and provided a *** return label for the part that
was incorrectly ordered online. The credit has been approved in advance and
should appear on the consumer’s credit card in 5-5 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Daniel S
I ordered a grill and grill stand from the Weber website in May 2020. The grill arrived in less than 5 days. The grill stand has still not been shipped. The company still lists it as an available product with 5-8 day shipping timelines on their website... and yet here I sit without a stand for my grill. Furthermore, each week Weber pre-authorizes my bank car for the full amount of the grill stand.... then they don't ship it, so the pre-auth expires.... and then they do it again. and again. again. This has been going on since 05/19/2020 and it is now 06/30/2020. I have called them no less than 8 times. Sometimes I get a live person (who always refuses to cancel the order) but most of the time I get voicemail (I wait anywhere from 15 minutes to 2 hours on hold - just to get voicemail... and nobody EVER responds to the voicemail messages). This is insane. I feel like I am being pranked. I have never experienced anything like this before.
The consumer has been contacted via telephone. The requested credit was approved in the
amount of $127.19 and confirmed to have posted to her account as of July 2nd.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Courtney V
I purchased a Weber grill a month and a half ago and immediately upon construction of the grill noticed that one of the parts had a manufacturing defect in it. I immediately documented the defect via pictures and sent an e-mail to their support contact.
It has now been a month and a half since that initial e-mail, I have sent follow up e-mails, as well as registered the product on their support site and sent messages via that method. I have tried to call their support number and tried to talk to a representative but I have never been called back via their automated service or been able to hold on the line to talk to someone. I have had no response at all from the company and it seems clear to me that they are not set up at this point to deal with support issue from the normal channels that they have set up.
The consumer was contacted via telephone on 7/1. An expedited order for a QA inspected replacement
part and hardware packet has been placed at no charge to the consumer. The issue has been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Replacement piece I have been requesting has arrived, I have replaced it onto the barbecue, and there are no issues with it.
Sincerely,
Daniel S
I placed an order for a Weber Charcoal Grill from their website on June 3, 2020 for $179.64. The Grill was supposed to be delivered to my home from Fed Ex around June 12th. By June 17th, I had not received it and there was no updated tracking information. I called FedEx and they ran a trace on the grill and let me know that they could not locate it and it was a lost shipment and I would need to contact Weber directly. I tried calling their customer service line multiple times, on hold for as long as 90 minutes with no one picking up. They also say you can leave your information and someone would get back to you which I also did multiple times with no call back. I've also sent the customer service team multiple emails asking for someone to contact me to either send me the grill I paid for or provide a refund and I have not heard anything back. It is now going on almost three weeks with no response. Even with the increase in customer issues, I should get some type of call back in the course of three weeks. I have been completely ignored and they have almost $200 for a grill that I never received. Looking online, it appears that there are numerous customers complaining about Weber's complete lack of response so I'd like to file a complaint so that hopefully, someone from the Weber team can actually get back to me and start treating their customers like human beings.
The consumer was contacted on 7/1 and informed that a credit memo
had been approved and processed on the consumer’s credit card. On 7/2 Weber’s
Finance Department confirmed that the credit had been posted and the
transaction was completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14508453, and find that this resolution is satisfactory to me. Thank you.
Need an authorization code and shipping label for replacement parts that do not fit. Numerous calls and emails over 2 week period with NO response.
Order # 82005938 received 6/13/20
Numberous emails no response
Numberous call back #’ left since 6/13/20. Very disappointed with customer service lack of response...easy to resolve issue. Will not buy Weber product in the future. I have ordered the part needed from another outlet. NEED AUTHORIZATION CODE & SHIPPING LABEL FOR RETURN
A Supervisor from the Customer Service Department has made contact
with the consumer. A credit has been issued for the burner tubes and Flavorizer
bars that were ordered incorrectly online. Weber has provided the consumer with
a FEDEX return label to send the unusable parts back. The consumer has purchased the correct parts
locally with a third party.
On May 5, 2020, we purchased a Weber grill from the Weber.com website for $614, plus another $80 for utensils. Upon arrival a few weeks later, we discovered that an incorrect part was included in the OEM package, preventing us from completing assembly or using it. We contacted customer service on June 6 to inform them of the error. It then took 2 weeks for the new part to arrive and it was the same wrong part sent again. Starting Saturday, June 20, I called Weber 5x, emailed 3x, and submitted 2 detailed online complaint forms. I was forced to leave 2 voice messages asking to be called back and was disconnected after 30 minutes the other 3x. To date. no one has responded in any way. We spent almost $1K to get a broken product and now can not get any help. I'm on hold for a 6th time as I write this.
A member of the Management Team in Weber’s Customer Service Department
has been trying to reach Mr.. On
June 30th the consumer was provided with direct contact information
for the Weber Supervisor via email and voicemail. To date, we have not received any response. Weber
will continue to follow-up with the consumer until we are able to reach him. Weber
remains committed to make all efforts needed to assist the consumer with his
concerns.
Complaint: 14497500I am rejecting this response because:My point was the unacceptable amount of time it took for the company to respond. To that, I now add a bad attitude.Its reply suggests it's my fault and that I am too slow in responding to them! That's pretty audacious.It proves my point while offering no resolution.Bottom line: I bought the grill in May and I'm still trying to get it fixed.Weber employees get paid to deal with grills all day, but I do not. I paid to get a working product and got grief.For the record, I had already spoken with someone at Weber by the time the respondent got around to answering my claim. It was not successful either.What I want is the money back for my wasted time and aggravation.Weber customer service is not going to be helpful in getting my product working, that much is demonstrated.In fact, their collective ineptitude is the reason for all of these problems.1. They don't respond to customers in a reasonable amount of time2. The service department doesn't keep track of who it spoke to and when (as noted above, the respondent here posted after I had already spoken with weber cust. service)3. They don't know their own products and gave wrong information - 2X4. The instruction manuals are inaccurateYes, it turns out that the part I thought was wrong in the original package is the right part. And yet, no one at Weber was able to figure that out despite my sending multiple pictures on two occasions.The drawing in the instruction manual is not the same as the real part and I so thought it was the incorrect part since there are two versions of it - for gas or propane fuel.So, I sent pictures to Weber's expert customer service team to review the parts. They looked at my photos on two separate instances and said "Yup, wrong part." Weber then took 10 days to get me the first replacement. Better the next time but still several days.What they sent me turned out to be the exact same part. So I sent a picture of the replacement to customer service and asked for an explanation. Service rep. reviewed it with me on the phone and sent me another replacement part.The third part arrived and is the same as the prior two. So, now I go back to the instructions and look again to try to determine what's going on and I see the drawing shows a rectangular cutout above a round hole and the real part has two round holes...but it's the same part.At any point, a Weber employee could have looked at the pictures and matched the part with the instructions and told me I was mistaken. After all, they are supposed to know their products, right?A one-time mistake could happen and is understandable, but the same mistake twice in a row by different people? That's a personnel failure. No one is paying attention and the customer is bearing the burden. That grill and accessories cost over $800 and we have not been able to use it because Weber provides inaccurate customer service for its products.Yes, now I know I can assemble it because I figured it out, no thanks to Weber.I require a make-good for my time and terrible service. This is shameful.Sincerely,Todd
The grill I received was damaged. I've reach out to Weber MULTIPLE times starting June 5th. I received acknowledgment of my issue, but nothing beyond that I've tried calling the 800 number with no results. I even sent a message through Facebook, received a reply, but nothing beyond that. My review of the company and the lack of response dye to damaged merchandise was rejected.
I paid over $160.00 for this grill and there was damage to the hood and wheels.
The consumer was taken care of on 6/28. Replacement parts have been ordered and
delivered.
On May 29th 2020, I submitted a warranty claim with Weber but have not received any response from their customer service department, besides an automated response on the day the claim was made. The issues I am having with my Genesis E-330 grill is the cookbox has several areas that have burned through, my stainless steel burner tubes are now starting to burn through as well and I cannot remove them because the retaining screws for the tubes are seized in the cookbox as well as corroded. Additionally, the mounting brackets that attach the cookbox to the frame of the grill have almost rusted out. Additionally, the heat shield in the lid of the grill is starting to rust as well. I do have to say that there should be no reason to have these corrosion issues as I do not have a pool nor do my neighbors, and I am not located near an ocean. Also, I cover my grill with weber's grill cover when not in use, and the only cleaning products I've used on the grill are Weber's own products.
I must say I am very disappointed with the quality of product I have bought from weber, just 6 years ago. When I purchased this grill I thought I was getting a quality product like my dad's weber grill he bought over 15 years ago that hasn't had any issues with.
Weber is currently assisting the consumer with the proper replacement
parts needed for his grill. Parts were
delivered to the consumer on 6/29 with others “on the way”. Weber is also working with the consumer to
determine whether his grill assembly (not mentioned in Revdex.com Complaint) requires
replacement as well.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14489709, and find that this resolution is satisfactory to me to this point. I am currently waiting for a response from the business in regards to my July 7th email reply to a Weber representative in regards to a part which is back-ordered and to another issue found with my grill.
Sincerely,
Matthew
I am trying to return items and get my money back. I am following the guidelines on their page. I need a RMA number issued by Weber.com. The order was placed 5/5/2020. We knew immediately the parts were wrong upon arrival. Never opened parts. I have called on 5/24/20,5/27/20,5/29/20,6/4/20,6/5/20,6/23/20,6/24/20 and emailed on 5/20/20,5/27/20,5/29/20. They ask you to leave a phone number and someone will get back to you. I have each time - no one calls back.
I get a response email saying they will get back to you and don't.
My order number is 82001278 in the amount of $123.36.
"HOW DO I RETURN A PART?
Items purchased on Weber.com or through Weber Customer Service that are unused and in their original packaging may be returned within 30 days of purchase, unless noted in our Return Policy Exemptions below.
Upon receipt and inspection of the item(s) by Weber, refunds will be issued for the purchase price of the item(s) and any applicable sales tax in the original form of payment. Shipping charges for both delivery and returns are not refundable. All returns require a Return Merchandise Authorization (RMA) number, which may be obtained by contacting Weber Customer Service at 1-800-446-1071."
Weber reached out to the consumer’s husband via voicemail and
email. A FEDEX return label has been provided. While Weber has been unable to connect directly with the consumer, detailed
information regarding the credit card refund process was provided.
Complaint: 14490189
I am rejecting this response because: We have not received the labels yet. I was emailed one label for 1 item. I sent an email to Tim and he responded saying FEDEX was sending labels. My husband has never been called.
”Please type your reply above this line -##Timothy P (Weber Grills) Jul 3, 2020, 2:27 PM CDT Hi Vikki, I requested 3 for you. Thank you,TimVikki GilliganJul 2, 2020, 10:20 PM CDT I have only received 1 email with the label for the flavor bar label.I need one for the burners and the igniter please.Thank you,VikkiVikki GilliganJul 2, 2020, 2:41 PM CDT Hi Tim,Thank you. I appreciate your help.Vikki GilliganTimothy P (Weber Grills) Jul 2, 2020, 1:55 PM CDT Hello Vikki,Thanks for reaching out to Weber. I have set up a return for you. Fed Ex will be sending you return labels. Take the packages to any Fed Ex local. Once we receive the packages you will receive your credit back on your credit card. If I can help with anything else please let me know.Thanks,TimVikki GilliganMay 27, 2020, 1:16 PM CDT Still waiting for someone to contact me about returning this order. They are the wrong items.VikkiVikki GilliganMay 27, 2020, 5:46 AM CDT When will we get a response?VikkiVikki GilliganMay 20, 2020, 4:14 PM CDT Hi,All the items I bought are the wrong size.How do I return the items or is there a local store I could return and exchange for the correct items?We have a Weber Genesis Gold Has an 8133 on it.Attachment(s)image0.jpegimage1.jpegThis email is a service from Weber Grills. Delivered by Zendesk | Privacy Policy [PM4GW6-Y0
Sincerely,
Vikki Gilligan
On July 9, 2020, a Manager in the Customer Service Department emailed
the consumer and provided her with a full set of three (3) return FedEx return
labels and tracking information. Detailed information regarding the manner in which to process and
complete the return(s) were also provided. Once the returned products have been
received by Weber, the refund will be posted to her card/account usually within
3-5 business days.
have been in contact for months with ongoing issues with my grill.Sent replacement parts which have not fixed the various issues with it. Called today and now im being told since I have a natural gas line they cant do nothing.This has been discussed on numerous conversations and all of a sudden is an issue.Never had an issue with the line which ive had since I got the grill.
There are extenuating circumstances involved in this Complaint,
which have required additional investigation. During the consumer’s initial call to Weber,
the intake Rep did not properly troubleshoot or obtain information regarding
the fuel source used on the consumer’s grill. Replacement parts were sent. When
the consumer subsequently contacted Weber to report that the operational issues
had not been solved, the “new” phone Rep discovered that the consumer was using
a liquid propane (“LP”) grill with a natural gas (“NG”) hard line fuel source. Instead
of discussing this with the consumer, Weber’s phone Rep abruptly denied
warranty assistance based on the assumption that the consumer performed an
unauthorized gas train conversion on his grill, which is not allowed by Weber
and results in a voided warranty. Weber truly apologizes for this assumption. After listening to the consumer’s recorded
calls, it was clear that the consumer was not aware of the difference between
LP and NG gas and purchased the LP grill fully believing that it was the proper
model. Had Weber performed a proper telephone
investigation at the onset, much of the consumer’s frustration would not have
occurred. Unfortunately, Weber is now
facing some difficulties in assisting the consumer, as no authorized Service
Agents will convert the consumer’s grill to NG, as it is against Weber’s policy
to do so. Because the consumer did not intentionally purchase the wrong grill,
the undersigned believes strongly that Weber should make every effort to provide
a solution. A member of Weber’s independent
Sales Rep Group has tentatively agreed to modify the consumer’s grill to work
with NG. However, because Weber and the
Rep have no confirmation that the NG hookup was properly installed and tested
to local codes, we will not make the connection to the hardline, as that task should
be performed by a licensed gas installer or plumber. It should also be noted the photographs
provided by the consumer show a “non-Weber” yellow corrugated gas line
connected to the grill’s bulkhead. This
is also a concern as this piping is not safety certified or tested to work with
a Weber NG barbecue. Weber strongly recommends that the entire hardline gas
system be checked prior to use of the barbecue . The consumer will also be
educated as to the difference between NG and LP, including the safety risks
associated with using a grill with the wrong manifold, valves and gas train components. Once Weber receives confirmation that the
Sales Rep is willing to modify the consumer’s grill, a member of Weber’s Service
Department or the Sales Rep himself, will call the consumer to schedule the work. Weber truly apologizes for the frustration and
delays associated with this matter and remains committed to ensuring that the
consumer’s grill is safe to use when operated with the proper fuel source and
in accordance with all instructions and guidelines contained in the NG Owner’s
Guide.
Complaint: 14479927
I am rejecting this response because:
I will accept once proper modifications are made.
Sincerely,
*** Wanson
Weber’s independent Manufacturer’s Rep has agreed to perform
the requested modifications. The service
call has been scheduled for Monday, July 13, 2020.Weber has made every effort to assist the consumer and has
made an exception to its long-established policy regarding gas train
conversions. The consumer unknowingly purchased the wrong grill and Weber has
offered (and facilitated with the scheduling
of) a no-charge service appointment to ensure that the proper gas train
components are installed on the consumer’s grill. We have fulfilled our obligation under the
Revdex.com guidelines. This will be our last
response.
Purchased a grill on May 28th. The grill was preassembled but noticed a damaged part. I registered my grill and sent an email. They responded with my request number 1088570 and that their team will review my email. On June 2nd I sent a second email but no response. Around June 2nd-11th I spent 1 hour and 15 minutes on hold with the business but my call was never answered. I sent a 3rd email on June 11 but still no response. Since registering my grill I have been receiving promotional emails but none addressing my issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14486166, and find that this resolution is satisfactory to me.
Sincerely,
Jeffrey
I purchased a Weber grill during April 2019. I notified Weber via email and voicemail on 5/22/2020 and again on 6/23/2020, that the grill will not ignite. I’ve followed all of the suggestions in the owners manual to no avail. Weber’s owner manual states that there is a 10 year warranty on this product, but I have been unable to contact them and they have failed to return phone calls. I did receive an acknowledgment of my email request (1064781) on 5/22/2020, but have yet not received any help. I’d like to be using my grill, but cannot. I thought that I was dealing with a reputable manufacturer when I purchased this product, now I’m having serious doubts. As additional information, the serial number of the grill is: B16121815, which was also provided to Weber .
If Revdex.com can offer any assistance I’d be most appreciative.
Weber has been able to connect with the consumer. After troubleshooting,
replacement parts have been ordered and will be delivered to the consumer. Weber
provided detailed instructions regarding the operation and installation of the replacement
parts. Weber will continue to be “on
deck” for the consumer in the event that any additional issues arise.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14486818, and find that this resolution is satisfactory to me.
Sincerely,
Toby
I ordered a grill from Weber, and received an inferior model (approx $750 difference), which had my name and address on the logistics delivery company label but not on the packing slip from Weber. I ordered a Genesis II S-435 LP, and received a Spirit S-315 NG. It is very clearly a warehouse issue, where the wrong shipping label was applied to the wrong package. I have spoken with the delivery company, who after 4 separate calls and 4 separate people informed me they delivered the product provided to them, their contract has been fulfilled and only Weber can resolve my issue (stop calling basically). I have sent separate 4 emails to Weber customer service, email requested a return, requested a call back from customer phone service on 4 occasions, left two voicemails, spent over 3 hours combined on hold (including one 1.5 hour session), tried to post a review on their website which got moderated and not published. I have included pictures of the item which very clearly show the conflict in both shipping address vs. packing slip, and my order vs. the shipped model. While they claim their customer service operates 7 days a week, I have had no response from them in any of my attempts except for auto-generated confirming receipt of my emails and opening of my case for the past 5 days. So right now I have a grill I can't use because it is designed for natural gas, no response from the company, and a charge on my wife's credit card ( was supposed to be first father's day gift) for a product I have no path to receive and no path to resolution. My fear is the grill I am now in possession of will be damaged before I can return it, as I have limited area to store it.
On July 2nd, Weber spoke with the consumer who
confirmed that the incorrect grill was picked up by SEKO. A new order was placed for the grill
requested by the consumer. Both Weber and the consumer have been informed by
SEKO that the replacement grill will be delivered “early this week”. A confirmation number has been provided to
the consumer by SEKO.
Customer service is non existent. I ordered a grill and have been trying to cancel the order every single day since I placed it. I sent multiple emails, called over 10x, left two voicemails, DM’d them on Instagram, left a comment on Facebook, and NO RESPONSE. I got an email saying the order shipped this morning which I tried to prevent from happening. I was on hold collectively for 1 hour from my calls and after the entire wait, I was sent to voicemail again. This is mind blowingly terrible customer support. How is it THIS impossible to get ahold of a national business like Weber??? Extremely frustrated, wasted lots of my time, and incredibly inconvenienced.
Ordered a Weber Q 1200, black and a Q 100/1000 Griddle, PECI on May 19th. When I check on the status all it states is order in process Even though it also says on their website “Orders received by 3 pm Central Time will ship the same business day. Orders received after 3 pm will ship the next business day. Delivery: Up to 5-8 business days, from the time your order ships.“. I’ve called twice. One time I could only wait 43 minutes. Second time I waited an hour and a half and got hung up on. I’ve emailed 5 times and still haven’t heard any update. I posted my issue o. Their Facebook and Instagram page with still no response except that the same day I started posting in their pages MY CREDIT CARD GOR CHARGED.
The Q1200 grill and griddle were delivered to the consumer on
6/28. On 7/2 Weber reached out to the
consumer via phone and on social media to confirm that the consumer has no
other issues or concerns. We await her reply.
Item ordered weeks ago hasn't shipped, no notification of delay. Timeframe for delivery has been missed. No response to any inquiries about trying to find out if item is out of stock or backordered.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14478941, and find that this resolution is satisfactory to me.
Sincerely,
Andrew
Customer service at Weber is essentially non-existent. Ordered (like several others) the wrong size flavorizer bars. Before the order was shipped (in fact, almost immediately after the order was placed), I called and emailed Weber to try and ensure the correct flavorizer bars shipped. I wasn't able to reach anybody. I then was notified the order shipped - thus tried contacting Weber again, via phone, email, and ***r. No response. I received the package and was given a new email address for returns. I've emailed that email address multiple times without response. I did receive a response via *** (about a week after the initial message) that someone from Weber will be assisting me. That was over two weeks ago and I've received no follow up. The poor customer service is inexcusable. I give two stars (instead of one) because the product itself is good (except the flavorizer bars, which deteriorated rather quickly, and why I'm looking to replace them).
In May of 2020, Weber delivered the wrong Flavor Bars along with proper grates. I emailed them of the error six times. No response! Phone calls to Weber all end up with a dead line. I would like the correct flavor bars and instructions on how I return the wrong ones. Oddity, my Weber purchase was paid for with a credit card and as of today the purchase amount is still "pending" on my statement. Credit card company tells me I can't dispute the purchase until the charge is official and they can offer no explanation as to why it is still pending. Confused?