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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Nobody in the company seems to available to resolve a warranty claim.
I have called the company multiple times, being put on hold for over 1 and 1/2 hours without anyone answering. As instructed in one of their prerecorded messages, I have left my phone number twice to get a callback...nobody has called.
Finally, have also left 3 separate emails detailing my problem and those have also gone without any replies.
The prerecorded excuse is that due to the Covid, everyone is grilling and calling them?! I’ve seen the a Covid excuse being used creatively before, but this is ridiculous. With over 40 million people unemployed nowadays, and the country already reopening you would think they could hire a few extra operators if they really cared about providing service to their customers. The main lesson I learned from this situation is to stay away from the Weber brand when I replace my grill. How dare they hide behind the Covid excuse to avoid honoring their warranty. I see from other complaints to the Revdex.com that I’m not alone in noticing this dereliction of responsibility.
The replacement parts requested by the consumer were delivered on
6/17 and 6/25. On July 2nd, Weber called the consumer to confirm
that all of his issues were addressed. The consumer confirmed that his issue was resolved.
Complaint: 14470806
I am rejecting this response because:
The main topic of my complaint is the fact that Weber’s customer service is unacceptable.
When you coal, even after waiting for over an our and a half, nobody answers. They request you leave your phone number for them to call you back. I did this 3 times about a month ago with no callbacks.
I also e-mailed them 3 times at that time without any response.
My grill unit was under warranty and I needed 2 sets of parts, which I informed them about on June 8. I got shortly after that only three burners. After that is when the saga stated and there were no communications. I did get the rest of the oars after another couple of weeks with no explanation.
Then, last week a representative called, nearly a month after the initial request and he was clueless. He said he was calling me to process my “return”? I started by explaining I needed some parts but that I had just gotten them. He said he had the wrong ticket?Then I asked them why it had taken them a month to call, even if it was the wrong ticket. There is an obvious dereliction of duty on the part of Weber when it comes to customer service. If you charge a premium for your product and justify this by touting your warranty, then you should not make it this difficult to make a warranty claim. This is the issue and it has not been addressed by the company.
Sincerely,
Jose De
This is the second time I've had to make a formal complaint through Revdex.com about Weber. I called and emailed endlessly for the past month and a half to file for a warranty claim for rusted internal grill parts. I finally got a call back from a supervisor the day after I filed a complaint with Revdex.com saying they'd replace my parts. On our call, the agent asked what my address was, it was different from the one on my profile because we have since moved. She asked if I'd like to remove that address, I said yes, we do not live there, old address. She confirms my new address. She confirms that my new address (repeats it back to me 2 times at this point) is where I'd like my replacement parts to be sent to. I say yes. She says great I will send you a confirmation email after our call. She even gave me her "direct number". Her email confirmation had my old address for shipment. it's 2 hours away and I don't know who lives there, old address was a rental. Fedex cannot change the delivery address, I have to have Weber update. Weber once again is unresponsive for the past week, yet again. No call backs, no one answers in service center, no one responds to emails, the supervisors' number rings once and goes to voicemail. I've left two messages. I just want my replacement parts sent to me, that's all. Please make this right.
The requested parts were shipped to the correct address and delivered/received
on 6/24. Out of an abundance of caution Weber reached out to the consumer who
confirmed that she was taken care of.
Grill was defective and melted the housing around the burners. initially Weber responded and sent out all incorrect parts for me to repair it several months ago and then there have been no follow-up communications or responses in my multiple emails while trying to procure the correct parts. Bigger concern is if this happened is the grill even safe to use or am I risking an explosion at the back of my house
This is a difficult situation. Weber prides itself on
*
*ing choke on a dk and die” have compelled Weber to
t”) and has indicated that he has purchased a replacement
working with consumers to ensure they have a safe and enjoyable experience with
our grills. In the vast majority of cases, Weber’s consumers work cooperatively
and respectfully with our customer service teams members to understand the
situation, answer questions and resolve any concerns. Unfortunately, as related
below, the situation with Mr. Linskey is not one of these cases. Despite
efforts to work constructively with Mr. Linskey, he has elected to use abusive
and threatening language to a member of Weber’s Customer Service
Department. Upon listening to the final recorded call between Mr. Linskey
and Weber, the vulgarity of his final words, specifically “Well listen, go f
yourself. I hope you f
terminate all further attempts to assist him. Under no circumstances,
regardless of Weber’s delay in responding, will we tolerate this type of verbal
abuse, threats or profanity being used on our employees.Mr. Linskey has refused Weber’s offer of a “no-charge”
service call to inspect and repair his grill (referred to by Mr. Linskey as
“this piece of s
grill. He has threatened legal action by stating “I’ll just pursue it with the
AG.” Weber does apologize for its initial delays in responding
due to the “stay-at-home” order mandated by the Governor of the State of
Illinois. We continue to make strides in catching up with the unprecedented
backlog of calls, emails and social media posts received during the pandemic.
We are trying to do better, but that in no way excuses the conduct of the
consumer or the language he used. Despite being verbally abused and
bullied, our Customer Service Supervisor calmly and professionally reiterated
Weber’s offer of a good-faith resolution, at no cost to the consumer, which was
rejected.
Buyers Beware!
Purchased a Q2200 Weber Grill in April 2020. Since purchasing, I’ve been having issues with the grill staying lit. I’ve cleaned several times. It always stopped working. In May, I called Weber several times. They say they will return call via auto generated message, but do not. I emailed and reached out on Social Media. Still no response 2 months later.
Very disappointed in Weber. I highly recommend purchasing a product from another company with better customer service.
I purchased a weber SmokeFire. 6 pellet grill in February. It still doesn’t work. I repaired it multiple times. I’ve had it 4 months and it now sits in my backyard collecting dust. I’ve asked their customer support to take it back to no avail
Weber has been in contact with the consumer and has scheduled a service
call. Replacement parts have been ordered
under warranty. Weber’s trained service
agent will troubleshoot and work with the consumer to ensure proper
installation and operation of the grill and the firmware update. We apologize
for his inconvenience and we appreciated his understanding of the delays and challenges
faced by Weber during this unprecedented COVID-19 pandemic. We truly appreciate
that the consumer has given Weber the chance to restore his faith in our
Company and our products.
I have been trying to obtain a replacement part that is covered under my grills 10 year warranty with Weber. My grill is two years old. Their customer service phone number simply hangs up when it says it will connect me with a customer service representative. Since I could not get through to speak with a person I went online and submitted the warranty claim through their website. My request number is *** I still have not received a response and have contacted them three times via email. It has been three weeks and still I cannot get a response or speak with a person.
Weber has spoken with the consumer and placed an order for an
entire set of replcement knobs at “no-charge”. As of June 20th, the knob set is on backorder from the
supplier until July 16th. In the event that this date has changed,
Weber will immediately notify the consumer of the new delivery date. Weber
would like to take this opportunity to apologize for the consumer’s inconvenience.
Weber continues to navigate and address the delays and challenges associated
with the unprecedented COVID-19 pandemic. We truly appreciate that the consumer
has given Weber the chance to restore his faith in our Company and our products.
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,
Brett D
I returned a grill (never even opened the box) they received the return on 6/5/20 I have not received a refund yet. I call their support and it disconnects every single time and tells you to email support. I emailed support on 6/11/20 inquiring about my refund. I have not heard back from Weber at all. I reached out again yesterday and still no response. They promised a full refund if I sent the grill back and now are ignoring all support requests for the refund. I tracked the item and it did arrive back to them on the 5th
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
State of Illinois. Weber is actively working to address all of its
customer’s needs and we expect our response time to improve once the
restrictions have been lifted (or at a minimum modified) by the State of
Illinois. With this being said, a Manager from the Customer Service Department has spoken
with the consumer. A credit for her
purchase will be refunded to her credit card in 3-5 business days. We truly apologize
for the inconvenience caused by the delays associated with the Coronavirus.
We placed a grill order with questions regarding usage of natural gas. They never answered our question and withdrew our bank account. We then canceled our order because it has to be natural gas equipped. They credited our money but then 2 days later took it back out of our account and shipped the grill. We didn’t accept the deliver and sent it back. We haven’t received our money back. We have emailed them at least 6 times, left voicemails because “no one is available to take my call” and haven’t received any updated information. All we get is that our email was received and is being processed. We need our money back! It was over $1300.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
State of Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the State of Illinois. With this being said, a Supervisor in the Customer Service Department has today
initiated a full refund in the amount of $1244.93 to be charged back to the
consumer’s credit card. Weber has left a
message with the consumer and has provided email confirmation of the
transaction. We truly apologize for the inconvenience caused by the
delays associated with the Coronavirus.
I purchased a Weber Genesis Grill on Amazon in mid-late April 2020. The left tray has cracked plastic and I submitted a replacement request on May 5th 2020 via an online ticket with weber #1005345. I tried to call, e-mail and reach out to weber on social media. The company is simply non-responsive as if nobody works there right now. Submitting this Revdex.com.org complaint since it has been over a month with zero communication from Weber, despite them stating they are open for business on their phone lines and social media.
Weber has been in contact with the consumer via email and has
placed a “no-charge” order for an entire replacement left hand side table. Weber
would like to take this opportunity to apologize for his inconvenience. Weber continues to navigate and address the delays
and challenges associated with the unprecedented COVID-19 pandemic. We truly
appreciate that the consumer has given Weber the chance to restore his faith in
our Company and our products.
Bought a new grill from Weber and noticed a defect in the base of the grill. Have been trying to contact Weber for 2 weeks by phone and support at their website. I have not been able to talk to a live person nor have I been contacted by weber through email and phone. I cannot use this product until the part has been replaced so I am out $230 on a grill that cannot be used until I talk to them. Al I want is a replacement part and to be able to use my grill for the summer!!
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
*** Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the *** Illinois. With this being said, Weber has placed an order for the requested replacement
parts at “no-charge” and has provided email confirmation of the transaction.
The consumer has indicated that he is now satisfied. We truly apologize
for the inconvenience caused by the delays associated with the Coronavirus.
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. The Weber-*** company satisfied my issue 100%.
Sincerely,
David T
I purchased a $700 Genesis grill in May,2018. I made a written complaint in April , 2019 and have made MANY calls to customer support in between.
There is a consistent pattern of the grill not going about 250 which is apparently related to a so-called safety valve Weber installed several years ago. I have discovered that even when I do exactly what Weber tells me to do, I have to try multiple times to get the grill to heat properly
Now I am at the end of my rope.
I made contact again this year on May 24,2020 and again on May 28, 2020. This grill frequently does not heat to temp and prevents me from entertaining and enjoying my backyard. With the isolation of the pandemic, this is EXTREMELY upsetting
At that time I was told that service was not available but Weber could send me the parts - manifold, hose and regulator. These had already been replaced at least once, maybe twice in the case of the regulator. Weber SENT ME THE MANIFOLD WITHOUT THE HOSE AND REGULATOR!!!!
So I had to run out and buy the hose and regulator which I paid for!!! And then I had to pay the handyman to install the parts and
IT IS STILL NOT WORKING!!!!!!!!
Weber is supposed to be THE company to buy a grill from. Well, not anymore.
They should be ashamed of yourselves -
After waiting several hours to speak to someone today, I was told that I had to wait several business days to get a call back from a supervisor.
This is my second Weber - It will be my last
.It is now June 14, 2020 and the grill still doesn’t’ work. I have made multiple requests to speak to a supervisor and instead of a phone call I got the usual email telling me how to resolve a “bypass” issue which of course does not work.
I called again and got nowhere and as of this morning, they are sending me another part that was already replaced a week ago.
This multi million dollar company should be ashamed !!!
I am a senior citizen on my own and cannot get this resolved. I want them to take this grill back and give me at least a partial refund so I can buy something else.
A supervisor has reached out to the consumer to address her grill’s temperature and by-pass status. Despite multiple attempts by the consumer and Weber personnel to troubleshoot, the grill continues to immediately activate its by-pass safety mode upon ignition. A Weber service agent and a third- party handyman have each replaced the gas train components and found the grill to be working properly on two separate occasions. For some unknown reason, the consumer continues to experience low temperatures upon ignition. As a last resort, Weber will be sending another service agent to replace all gas train components and to inspect the grill and LP tank in order to explain why the consumer cannot get her grill up to temperature. The “new” service call will be scheduled as soon as the State of New York eases it’s COVID-19 “stay-at-home” order.
Weber is grateful that the consumer is providing us with another opportunity to troubleshoot her grill and restore her faith in our Company. We truly apologize for the frustration associated with her inability to enjoy her Weber® barbecue. We also apologize for the delays in responding as our Company continues to navigate the challenges associated with this unprecedented pandemic.
I have been attempting to exchange a product for over a month. They do not answer their phones and they have not replied to inquiries placed on website nor answered 2 emails I have sent.
I have the wrong size and I need to exchange. Their lack of response is deplorable.
On Sunday May 9th I called Weber customer service to return my Weber Smoke Fire after having experienced several issues with the product. I had replaced 4 controllers and auger system. I was told on the phone by the customer service rep that I was approved to return the grill and would receive a full refund. I was told this would take a few days and I would receive a call from *** to schedule a time to pick up the grill.
Weeks went by and I never heard from *** or Weber. I made several calls a week and was told that someone would call and finally on the week of May 25th I received a call from *** to pick up the grill. They came and picked up the grill on May 29th at 5:30 PM a full hour and a half after the window I was told from 11:00 am - 4:00 pm.
I have been calling now everyday looking for my refund and the customer service department either does not call me back from the automated call back feature or when they do they promise to look into my refund and call me back. Each day no one from Weber ever calls me back.
I am a loyal Weber consumer owning a Weber Performer, Kettle, Smokey Joe and many other accessories. The service has always been fantastic so needless to say this experience has be so very disappointing.
I am seeking my refund for the Weber Smoke Fire as promised.
Weber has been in contact with both the consumer and its third
party delivery carrier ***. The consumer’s
grill has been picked up and Weber has processed the consumer’s credit with our
apologies for the inconvenience and the delays. We truly appreciate that the
consumer has given Weber the chance to restore his faith in our Company and our
products.
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,
William W
I purchased a Q1400 grill on May 6 directly from Weber and since that time I have been unable to use it. Upon receipt of the grill the controller unit with GFCI was found to be defective. After spending 2 hours attempting to speak to customer service by phone, a representative arranged to send out a replacement part. Unfortunately, a replacement for the heating element was sent promptly but being the wrong part my problem persisted.
On May 19 I chatted with a customer service representative on line who clearly understood my problem and arranged to send a new controller via Fedex overnight (#70827007). The part has not yet shipped and it has now been 3 weeks since that order was placed. I have a fully paid for grill that is inoperable.
I called and e-mailed customer service multiple times since May 19. Either an agent was unable to provide me with a cogent reason as to why my replacement part has yet to ship or my call was disconnected after being on hold for upwards of 90 minutes.
Additionally, I mailed a letter to their corporate office in Palatine about ten days ago and to date have not received a response.
I feel I am now at a dead end with customer service and need assistance in resolving this issue promptly.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
State of Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the State of Illinois. With this being said, Weber has placed an order on the consumer’s behalf for
the missing controller which is now in stock, We truly apologize for the
inconvenience caused by the delays associated with the Coronavirus.
I turned on my bbq and then closed the top waited for it to get to 450 temperature. Then I opened the bbq and put the steak on the grill and put it on the lowest setting. I then closed the bbq cover with the steak on the grill. I put the bbq on the lowest setting! When I came back within 2 minutes the steak was on fire and my grill and bbq was on fire. I burned my hands from the flame. I did a test afterwards to see what caused this. I noticed that the left burner lights way after the rest of the burners thus made my bbq go to over 600 in temperature even when the bbq was set to low. The bbq ignited way after it should of which caused the increase in temperature.
There are burns on my hands from defected bbq and my bbq is damaged.
Defective BBQ!!!! Contacted weber over 2 twice was told within 72 hours they will call me! They never did!
This is a difficult situation. Weber prides itself on working
with consumers to ensure they have a safe and enjoyable experience with our
grills. In the vast majority of cases, Weber’s consumers work cooperatively and
respectfully with our customer service teams members to understand the
situation, answer questions and resolve any concerns. Unfortunately, as related
below the situation with Mr. is not one of these cases. Despite efforts
to work constructively with Mr., he has resisted reasonable solutions to
his actual issues and has decided that taking an aggressive and abusive
approach is the way he wants to interact with our team.Prior to filing his Revdex.com Complaint, Mr. contacted
Weber’s Customer Service Department for assistance. He provided a narrative and
photographs. Weber’s team immediately diagnosed a maintenance related grease
event. There was visible grease and debris in the cookbox and grease tray. The
orange discoloration shown in the photos is not “rust”, it is grease. On three
separate occasions, Weber’s team attempted to troubleshoot with the consumer,
but he continued to demand a new grill despite the fact that his photographs
showed no damage to the gas train, doors, side tables or anywhere in the
interior of the grill. This is also consistent with a “flare-up” reported to
have occurred on top of the grates, which escalated when the consumer opened
the lid to his barbecue and infused oxygen to the burning grease. The consumer
provided a photograph alleging a burn to his hand. While we apologize that the
consumer was “injured,” the photo did not show any blistering or discoloration,
consistent with any degree of burn. With that being said, had the consumer been
wearing grill mitts (as recommended in the Owner’s Manual for his grill), his
hand would have been protected.Weber’s Supervisor offered to schedule a “no-charge” service
call to be performed by one of Weber’s third party trained agents. The consumer refused based on the fact that
he did not want “someone from Weber” to perform the service call. It should be noted that no service agents are
employees of Weber. They are independent third parties that have completed
rigorous training as to the proper manner in which to assemble, maintain and
repair Weber grills. At this point in
the call, the consumer began to use profanity and made threats regarding legal
action and compensation. He then abruptly terminated the call.Later, while the Revdex.com action was still pending, the consumer
began to make negative posts (also containing profanity) on Weber Canada’s
social media account as well as on consumers posts on Weber Canada’s social
media accounts. It was at this point,
that Weber Canada blocked the consumer’s ability to make any further profane
comments on its social media sites. Prior to the social media posts, Weber had every intention of working
with this consumer to provide him with the education needed to properly
maintain and operate his grill. However,
given his actions over the telephone and on social media, we cannot place our
employees or our service agents in any situation where they may feel threatened
or are subject to abusive language. At this juncture, Weber will not engage
further with the consumer, but is happy to provide a replacement lid and pair
of grill mitts (at no cost) as a goodwill gesture. There is nothing wrong with his barbecue.
Complaint: 14441718
I am rejecting this response because: Weber makes no attempt to be fair in this situation! I was not aggressive just stating facts that weber does not abide by their 10 year warranty! You still refuse to acknowledge my burn on my right hand and the bbq is still defective! You now are offering me mits and a new lid. You got to be kidding me! I find it disgusting that I had to file a Revdex.com complaint to even get a good will gesture. Is this how you treat all your customers? If you base everything you see off photos then your company has a lot to learn! Because what you think happened based on your judgment didnt happen! Its like having a car accident and saying off a photo it was the other persons fault when it was me that hit him. This is not the weber experience I hoped to receive! Im very confident that you will replace my bbq. Until then I will fight for my rights. Shame on you weber!
Sincerely,
Shawn
Weber has spoken to the consumer
and the matter has been resolved.
Grill was ordered 5/26/2020. Starting 5/30/2020 I'm trying to cancel this order calling and sending emails almost every day. There is no one available to answer the phone 1-800-446-1071 and no one responded to any of the emails I sent to [email protected]
My account was charged $867.90 on 6/1/2020. Shipping was 5-8 business days and now it's past that also.
So I don't have the grill and money at this point.
Weber order # 84004266
Weber’s Customer Service agents have spoken with the consumer Today, a
credit for the purchase price of the consumer’s grill has been initiated. The credit takes approximately 5-7 business
days to issue.
I have been attempting to put in a warranty claim for over a month now directly through their online warranty claim system. Since I have done so on 3 separate occasions within the past month and a half, I started to call about a month ago. I have called 3-4 times a week during regular business hours. No one at the service center answers calls. I’ve waited up to an hour at times, called first thing in the morning and no response. I’ve used the call back feature several times with no call back. I’ve tried contacting through social media with no response (on an active F page with responses made to comments by Weber). My $500+ grill is totally rusted throughout and is well within warranty. The grill has been properly stored under a tarp in a climate controlled attached garage. I’ve emailed 3 times now within the past month and a half with no response. I was sold this grill with the understanding of excellent customer service and a 10 year warranty which I registered my grill under immediately and am receiving zero response from the company.
Weber apologized for the delay in responding due to
* bars (currently on backorder) as well as a replacement lid at no
unprecedented call volume during COVID-19. A Supervisor in the Customer Service
Department has spoken with the consumer and will be providing replacement
F
charge. Weber offered maintenance tips
regarding the removal of surface rust that accumulated during storage of the
grill under cover in a garage. Weber appreciated
the opportunity to provide a positive experience for the consumer, after the frustration
caused by our delay in response.
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,
Jessica L
Weber has indicated, falsely, that they have shipped a grill I ordered from them with their third-party shipping company *** informs me that they have NOT received the item to ship from Weber, and have no idea when Weber will deliver the item to them to ship. Weber customer service does NOT respond to ANY inquiries regarding order status, and the Weber website portal shows FALSE information regarding this order's status.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
*** Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the *** Illinois. With this being said, Weber has received confirmation from the consumer that
the grill was delivered today. The
consumer has been provided with a direct phone number for one of the Managers of
the Customer Service Department should he have any additional issues. We truly apologize for the inconvenience
caused by the delays associated with the Coronavirus.
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. Once a supervisor in Weber Customer Service was able to intervene with this order, the grill was located in the *** warehouse, where apparently it had been misplaced. Once located it was re-routed back to ship to me and arrived without incident. Thank you to Weber Customer Service Supervisory Mgmt. for getting on top of this and insuring it was delivered. They stayed on top of the issue from the moment it was brought to their attention to the day of delivery. I hope Weber is able to figure out a better way to respond to customer inquiries about order status, as this was what caused the initial frustration, confusion and delay of the order.
Sincerely,
John S
I bought a Weber EX4 Grill for $999.99 on 4/29/2020. This has a limited warranty on it. on 5/28, less than 30 days after purchase I tried to use the grill and the Glowplug would not heat up. I attempted to call weber using their support number and the automated system says "all representatives are busy" and disconnects. I emailed and submitted a trouble ticket. I even logged onto their app and submitted a request. I have subsequently attempted to call, email, and file tickets every single days since and have gotten zero response. A defective grill is one thing, but not being able to contact or be contacted back by a representative in 10 days is unacceptable.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
State of Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the State of Illinois. With this being said, Weber has placed an order for the requested replacement
part and will be providing a complimentary bag of fuel for the consumer’s trouble.
We truly apologize for the inconvenience caused by the delays associated with
the Coronavirus.
Hi, I have tried on 4 occassions to call and sent an email in early May and I have not been able to speak with someone at Weber. We purchased our Weber grill less than two years ago and we have two problems we need assistance with under warranty. First, the paint is peeling in the inside lid. Second, the tube where it connects at the regulator or where it screws into the propane tank is leaking and not sending the appropriate gas to the grill. So I had to buy a new one and when I put the new tube and it worked perfect.
Model: *** Serial number: ***
Registration date: 06/30/2
Weber Customer Care has been in communication with the consumer. The “peeling paint” that was reported by the
consumer is actually a build up of carbonized grease. Weber does not use paint on their lids. Weber
provided cleaning instructions along with a complimentary grilling basket in
exchange for the hose/regulator assembly that was purchased at retail due to the
consumer’s inability to get in contact with Weber. The consumer has indicated
that her concerns have been addressed. Weber truly apologizes for the
inconvenience caused by the delays associated with the Coronavirus.
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,
Linda R