Weber-Stephen Products’s earns a 2.2-star rating from 20 reviews, showing that the majority of grill enthusiasts are somewhat dissatisfied with their grills.
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They stink, no replacement parts since they do not answer emails or phone calls
They stink, no replacement parts since they do not answer emails or phone calls.
Worst Costumer Service
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
The complaint has been investigated and resolved to the customer's satisfaction.
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.
They stink, no replacement parts since they do not answer emails or phone calls.
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.
Some companies have poor customer service but Weber has zero
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.
The complaint has been investigated and resolved to the customer's satisfaction.
Purchased a new Weber Grill from Home Depot last Thursday
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.
May - purchased flavor bars and they were the wrong ones; trying still for over a month to get a return form to purchase the correct bars. I have open 5 tickets via the support@email, 2 times I have called and sat on hold for over 45 mn and still no answer. I finally hung up. No one is responding. They asked me to review my product and because it was not positive and I mentioned the horrible customer service, they declined my post. So someone is there taking order, and sending reviews, just no one there providing customer service.
I purchased a Genesis II Weber grill back in April and the cookbox shattered at the end of August
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.
The complaint has been investigated and resolved to the customer's satisfaction.
TERRIBLE 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.
Customer service at Weber is essentially non-existent
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).
The complaint has been investigated and resolved to the customer's satisfaction.
Weber-Stephen Products Complaints 13
In summary, June I purchased the Smoke Fire EX6 for Father's *** for $999 plus tax
In summary, June I purchased the Smoke Fire EX6 for Father's *** for $999 plus tax. The grill worked great for about 4 months. In September I started experiencing issues with the grill where it would shut down mid *** and/or the temperature would drop *** degrees from the set temperature. While using the grill I only used Weber pellets. In addition, I emptied the *** after every *** per the recommendation from ACE Hardware. Also, I am very diligent cleaning the grill and keeping it covered. Over the past winter I stored the grill in my garage to protect it from the elements. Weber also sent a Service Technician to my home in March and replaced the controller, circuit board and auger. This has not solved the problem as the grill will not maintain its temperature. All software and firmware are up to date.I have been communicating with a call center technician and have requested numerous times to understand the process to either replace with a brand new unit or full refund. The call center agent continues to avoid my direct request. I am requesting to either replace this defective unit with a new EX6 or provide a full refund or credit towards a new grill. My preference would be a replacement pellet grill.
The complaint has been investigated and resolved to the customer’s satisfaction.
I called Weber and spoke to warranty representative to file a Rust claim for the Hood on my *** II E-410. A rust bubble formed under the paint. Ive attached picture of the rust bubble. The first representative claimed he couldnt cover it because my pictures didnt show rust. I then requested to speak with a supervisor for further clarification. The representative said that the rust isnt physically showing, so they couldnt cover it even though this is rust. Similar to how a vehicle rusts, the paint will bubble and show the rust underneath before the rust becomes visible. He advised that I just continue to wait and file a claim when the rust because visible through the paint. He also tried stating this is normal wear and tear, even though I emailed him a picture of the grill in like new condition. I informed him that Ive only used this grill once, so how could that be considered wear and tear. Ive also attached a picture of the inside of the hood to show that it is in showroom condition. I am only asking that Weber honor their 10 year rust warrant and replace the hood. For them to say wait until it gets worse and then call back is a really shady business practice.
Smoke fire smoker began flaming up or not coming on at all. Weber informed me that I had a gen 1 devise and needed to upgrade to a gen 2 smoker, they sent me the parts which I installed as directed. This did not correct the problem and I was asked to reset the controller which after reset went into the recovery mode and did not accept any input and did not pair with the app. After multiple calls to Weber each time I was told that the 'smokefire team' would contact me to further assist. After several days and more calls I was not able to talk to anyone on the 'smokefire team'. Customer support stated they could not help me, I needed someone from the 'smokefire team'. I asked to speak with a supervisor and was put on hold, after about one hour I hung up. I still have not been able to speak to anyone on the smokefire team and my smoker is still not working.
On May 29th, I submitted a warranty claim with Weber but have not received any response from their customer service department, besides an
On May 29th, 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.
Purchased a Weber Spirit Grill in February 2022. Then purchased a Weber Rotisserie to fit this Grill March 1st. On opening the box, the motor for the Rotisserie has fittings adapted for the left hand side of the grill. However there are no holes pre-drilled in the Grill body on the left, only on the right. If the motor is fitted on the right side, it is upside down and the cable is facing forward.I contacted Weber and they said they would look into it.They called back to say that it was correct.I then asked how can that be?They said they would look into it further and asked for photos.I sent photos of the grill and and also the Rotisserie fitting manual which shows how the motor should be fitted on the left side of the grill.These were sent on March 11th. It is now March 20th and I have heard nothing back.Very disappointed in the lack of response and I don't see a safe way of using this Rotisserie at present.
I purchased a new grill on March 18th and unboxed the grill on Sunday April 10th. The interior of the lid was severely scratched as can be seen in the attached photos and therefor I contacted Weber immediately regarding this issue (Weber Ticket # ***). I was told by the agent (*** L) after sending high resolution pictures of the damage that I would get a replacement lid. When she was unable to process herself she said I would be contacted within two days. I followed up on April 11th as no one had contacted me, I was again told I would be contacted within the 48 hour window. It is now past the *** Upon contacting the business again on April 12th now beyond the *** by their customer service associate (Sarang A). I paid a premium for this product that arrived damaged, I was promised a replacement lid and then the company has failed to follow up on this promise. My desire is to get my replacement lid sent as promised, the damage to this lid is unacceptable.
On Sunday May 9th I called Weber customer service to return my Weber Smoke Fire after having experienced several issues with the product
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.
I ordered replacement parts for my grill June 1st. As of 8/11 and after numerous e-mails the one part is still on back order and there is no indication that this will ever ship. I have not been able to grill the entire Summer as it is unusable and sitting in my garage. For some reason Weber grills cannot ship part #*** on order #*** to me even though they continue to produce new grills, presumably with this part.
Spirit II E-310 Grill was purchased directly from website on 07/26. Arrived on 08/09, with damage to the manifold. Immediately contacted customer service on 08/09, who promised to overnight replacement parts. That order was entered with an incorrect address (and still hasn't shipped). Contact cust service again on 08/10 to inform them of the incorrect address. They put in another order for replacement parts, and promised they would be overnighted. After no parts, or even any shipping info, more than a week later, I requested a return and full refund. Was told that the shipping company (SEKO logistics) would contact me for a pick-up and once it was returned to Weber, that a replacement grill would be shipped. I told them I do not want a replacement.Received an email from SEKO on 08/20 that my issue was "CLOSED".I am writing this on 08/24, and I still do not have any resolution with Weber, nor has my purchase been refunded back to my credit card.
Bought a Weber gas grill and have problems keeping wildlife out of food preparation area. I've contacted Weber grills couple of times and they tell it's a cleaning issue so I clean regularly and still have wildlife entering 3 large opportunities openings. This is dirty and possibly dangerous. I've had critters jump out! They needed to screen or secure entry points this dangerous if my kids open and there's a rabid animal ready to attack.
Is Weber-Stephen Products Legit?
Weber-Stephen Products earns a trustworthiness rating of 100%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Weber-Stephen Products. The company provides a physical address, phone number, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
A long registered date for weber.com can be seen as a positive aspect for Weber-Stephen Products as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.
The age of Weber-Stephen Products's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Weber.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Weber.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Weber-Stephen Products as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.
The Weber-Stephen Products website has a cookie consent banner indicating the use of cookies for data collection. Reviewing the privacy policy and terms of use is crucial to understanding how the data is used and ensuring compliance with regulations.
We looked up Weber-Stephen Products and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.
Weber.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
Weber.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Weber-Stephen Products.
However ComplaintsBoard has detected that:
- We conducted a search on social media and found several negative reviews related to Weber-Stephen Products. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
This is the second time I've had to make a formal complaint through ComplaintsBoard.com about Weber
This is the second time I've had to make a formal complaint through Complaintsboard.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 Complaintsboard.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 complaint has been investigated and resolved to the customer’s satisfaction.
I bought the Weber Spirit II 3 burner grill in June . I found recently that the gas pipes on the grill are not functioning, and I need a replacement part called a burner tube kit. I called Weber first on 6/21 to procure the necessary part, which is under warranty. At first I was told the part would be forthcoming within a week. Later I was informed the part is out of stock. In fact, this part is not available on any alternative suppliers' websites, either. So, in essence, I'm stuck with a grill that isn't functioning. Weber's agents have not been truthful in my conversations with them - first promising the part, then attributing the delay to various issues which are not entirely convincing. No one could tell me when I might expect the part. Either I want the part within two weeks or for Weber to replace the entire grill, which is under warranty. I should not have to go without a grill indefinitely due to Weber's inability to supply a part that is under warranty.
On 6/7 I placed an on-line order with Weber.com for a grill cover. The order total was $71.65.On 6/22, having not received my item, I logged in to my Weber account and found the order status was 'Open'. There was no information about when I might receive the item. I called customer service and asked to cancel the order. The representative said he did so. Meanwhile I checked my credit card account and noted that the $71.65 transaction was pending.On 7/2 I checked and the order was still listed as Open and the transaction was still showing as pending on my credit card. I called customer service again. The representative said he could see the order-cancelation request but it required additional authorization. He forwarded the issue to his supervisor and hoped that it would be resolved that day. It was not.
bought @ *** 1/21. HD did the assembly. Was having house built + Covid spread. grill was kept with friend. used 1st time 7/22. Dials on front had no marker to show what degree of heat it was at. there was a noise coming from the burners. The grill was not very hot. i was scared to keep using the dials. I could not see it the burners were lit. It was not working properly. After the grill cooled off, as I went to turn off the gas there was grease all over the tank. When I looked down with the lid up, there was a open space right thru to the tank. I have called the customer service at least 5-6 times and was told my grill should be replaced. I was promised a call back from the "resolution" team. No response at all. All I get is it will happen. It has been 5 days. Weber may make a good product, but without good service, what good it it.
We received a Weber Grill as " House Warming gift July With what we thought was a Grill made in *** However ,The grill rusted out at the legs ,the food rack and charcoal rack both disintegrated and the lower vent mechanics bolts rusted as well. Also since it was made in ***- it was missing Stamped serial numbers - However , a very efficient *** B was able to research the grill we used for 2 years and SEND out the lower Kettle and legs Under Warranty . ( th Thank you *** B for your prompt response) However ,.the grill barrel did not arrive with the food rack, charcoal rack or the 3 blade vent stopper on the bottom to stop the air flow.,or grill handle cover . Also , the legs fit fine however the leg locks didn't line up with the holes+ so the legs won't stay on the grill I emailed back and forth but the customer service must also be in *** as well - because all I get is the "run around" in getting the rest of the parts as "Supervisor ***" Changed to DATE .
I placed an order for a Weber Charcoal Grill from their website on June 3 for $179.64
I placed an order for a Weber Charcoal Grill from their website on June 3 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.
I purchased a 32 Weber grill as advertised from Wayfair on 6/1/2022
I purchased a 32 Weber grill as advertised from Wayfair on 6/1/2022. When I received my order from Wayfair, the Weber grill was only 26. I contact Wayfair to report that I received the wrong item. The rep then conferenced called herself, myself and a representative from Weber and was told to contact another *** that handled product information. Weber was disconnected and the Wayfair rep offered to resend another grill. I was sent another grill that was 26 by Wayfair . Contacted Wayfair again and with speaking to the 2nd representative made I me aware that Wayfair put on their website the manufacturer information thats giving to them. I was place on hold while the Wayfair rep contacted a Weber representative. At this time I was told that Weber does not make a 32 charcoal grill and it was not a mistake on Weber that the product information was wrong. She did inform me that Weber does make a 37 charcoal grill but it was not offered due to the misleading information on the Website. I then asked the Weber to speak I supervisor and I was only able to create a ticket for the supervisor to contact me as well as a support email. I then wrote an email explaining the details of my order. I was then asked for product serial number and mailing information. As a result I was told that according to the serial number that it was in fact a *** grill and that I might have been looking at another grilll of a different brand.
The complaint has been investigated and resolved to the customer’s satisfaction.
In July we purchase a Weber smokefire grill
In July we purchase a Weber smokefire grill. The grill has never worked at optimum performance but after reading some posting online about firmware updates we gave the grill a chance. The grill has been getting worse every time. I placed a service request with Weber online and have been communicating with support via e-mail. We left the last email complaining that it was not fair with the costumer to be replacing parts that dot even come at the same time. They want us to start taking the grill apart and replacing parts to fix it. We tried to use the grill the last time and it was a total disaster, it ruined our food. The grill has many flaws and there are many reports online and even videos of users of the grill stating that it doesn't work. Weber doesn't even have the parts available to fix this. We received 2 bags of weber pellets to use on the grill, does weber think that the problem gets fix by sending the customer bags of pellets? We want to return this to the place where we bought it, Lowes. Lowes will not take this product because it has been more than 90 days. We totally regret buying this product and want our money back. If this is not possible via Weber, we will be placing a dispute with our credit card company American express. I would like to have the Complaintsboard.com or Weber look online at the many complaints of fires and other problems like the grill not being able to hold the temperature. Or the problems where the grill states its running at a specific temperature and it doesn't. The computer on the grill seems to have mayor problems. We don't want this grill anymore, , we want our money back.
I ordered a grill from Weber, and received an inferior model (approx $750 difference), which had my name and address on the logistics delivery
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.
7 weeks ago I filed a warranty claim with Weber
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.
The following note to Weber on March 23
The following note to Weber on March 23. The Weber S-420 was a retirement gift to me from my employer. I have had it since 2007.The numbers on the guide are:S-420/450 DI *** #*** It performs perfectly. The only issue is the casters have deteriorated to the point the grill will not roll.The replacement part numbers are:Caster *** Non - Locking Caster *** Locking The cost for these replacement casters is approximately $28.00- $30.00 each and I need four.The cost of the Weber *** Weber Caster Wheel is $10.00 each.The original replacement parts are out of my price range as I am retired and on a fixed income. I am asking you if the Weber *** Caster Wheels will fit my grill. I do not move the grill often as it sits on a designated spot on my deck.I received the following message from Weber:Thanks for reaching us to Weber. To assist you further I need photos for damaged parts so that I will help you accordingly.I sent the requested photos and received the following response:Hello, Thank you for reaching back to us. We request you to please kindly provide us the following details and we will be happy to replace the casters as one time courtesy at no additional cost. Your full name:Your shipping address:Your phone number:The grill's approximate purchase date: Kind regards,I sent the requested information and received the following:The casters for your grill model are available for purchase on our Website. Rolling caster Part Number: #*** Locking caster Part Number: #*** Please let me know if you have any more questions and thank you for being part of the Weber family! Thank you!After saying you were going to ship them to me at no cost, now your saying I can purchase them from your Website. What are you going to do? Answer my first question concerning an alternate replacement?, Send a set to me no charge?, or tell me to purchase the original replacement parts from your Website. I AM NOT A HAPPY CUSTOMER.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a new Weber *** II S-335 from *** on Dec
I purchased a new Weber *** II S-335 from *** on Dec. 15, 2021. Upon further inspection of the new grill I noticed the grill box had a hairline crack. I called Weber customer service to register the product and file a warranty claim. At first the warranty agent was very helpful and instructed me to take pics of defects and forward to his email address in order to get the replacement parts. I took the pics and emailed them that evening waiting for a response from Weber warranty *** After two days of not getting a response, I called Weber warranty *** again to ask if they received the pics and what was the next step. Mind you everytime I had to call it was a minimum of forty minute wait on hold but I thought it was worth the headache for nice grill. Then the weber warranty agent said he needed pic of purchase receipt in order to get the replacement parts. I asked the agent but why didnt the first agent tell me to do that to save time and not have to call twice. I took pics of receipt and sent it to the same email just as the weber warranty agent required. Again I wait two days with NO response from weber forcing me to call again and wait fifty minutes on hold to speak to an agent. Finally I get an agent and he has to look over all the pics and essentially start over from the beginning. To my shock the agent said the damage to the grill is not covered by the warranty because the grill was sold AS IS. I explained the grill is not sold as is and Lowes said it was warrantied for ten years with weber promise. The weber customer service agent said it was his sole discretion to warranty anything and he did not want to do it. Weber makes good product BUT does not want to warranty it. The WEBER PROMISE is a LIE so buy at your own risk. I am seeking legal advice for pursuing FRAUD and breach of contract. BUYER BEWARE if you have perfect grill you WON, if not return grill ASAP because WEBER 10 WARRANTY is a fraud. Thank me later !
The complaint has been investigated and resolved to the customer’s satisfaction.
I am trying to cancel my order of a Weber Q1200 grill
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 Complaintsboard.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.
I purchased my third Weber Summit series *** 2 years ago after 2 good experiences with the other two ***'s
I purchased my third Weber Summit series *** 2 years ago after 2 good experiences with the other two ***'s. Soon after delivery of the *** in question Summit 600 series, I noticed a problem with the cabinet doors that would not close properly and looked crooked. I reached out to customer support and started a warranty claim -they decided to send me door hinge replacements. This did not remedy the problem. I contacted customer support again who offered the same parts, and then decided to send me new doors which I promptly swapped with no improvement. Based on my analysis of the ***, it is apparent that the frame box/cabinet is warped, hence the reasons hinge and door replacement was not successful. I recontacted customer support again and was asked for more photo (which were provided) and told to choose the parts I needed from a list of 600+ parts. After numerous emails, it was decided that a service call was warranted as the cabinet door problem could not be resolved. I waited patiently for this to occur. No contact. I re-emailed and called service again - more photos requested which were promptly sent by email. I was then promised 4 months later (after no service call) by a "manager" that another service call request would be made and that the problem would be remedied shortly. Months later no contact yet. I now have a burner that will not ignite any longer (cleaning done) and this issue was also added to the claim.I am nearly 2 years out from starting this warranty claim without any resolution nor service call as promised. Noting that this is my 3rd Summit series bbq I am deeply concerned with this horrible level of customer support and certainly will no longer consider buying another Weber product in the future or suggesting weber *** products to anyone else.Ongoing (unresolved) ticket number with Weber Customer support #***. All invoices, serial numbers and photos have been provided already to Weber. If the problem cannot be fixed, please replace it.
The complaint has been investigated and resolved to the customer’s satisfaction.
About Weber-Stephen Products
Weber-Stephen Products offers a wide range of outdoor cooking equipment and accessories including gas, charcoal, and electric grills, smokers, and accessories like grill covers and cooking tools. The brand's products are known for their high-quality construction, innovative features, and sleek design. In addition to their standard grills, Weber also offers a line of portable grills and camping grills that are perfect for outdoor enthusiasts.
The Weber-Stephen Products brand has become synonymous with grilling in America, with many associations like "Weber grill" and "Weber Q" being used interchangeably with outdoor cooking. The company's slogan "grill on" is fitting given its commitment to providing excellent grilling experiences for people everywhere.
Today, Weber-Stephen Products has expanded its reach beyond America, with operations in countries around the world. They continue to innovate, evolve and refine their products to meet the needs of outdoor cooking enthusiasts everywhere. With innovative products, a loyal customer base, and a reputation for excellence, Weber-Stephen Products is undoubtedly one of the biggest names in outdoor cooking today.
Overview of Weber-Stephen Products complaint handling
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Weber-Stephen Products Contacts
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Weber-Stephen Products phone numbers+1 (847) 934-5700+1 (847) 934-5700Click up if you have successfully reached Weber-Stephen Products by calling +1 (847) 934-5700 phone number 0 0 users reported that they have successfully reached Weber-Stephen Products by calling +1 (847) 934-5700 phone number Click down if you have unsuccessfully reached Weber-Stephen Products by calling +1 (847) 934-5700 phone number 0 0 users reported that they have UNsuccessfully reached Weber-Stephen Products by calling +1 (847) 934-5700 phone number
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Weber-Stephen Products emailsservice-de@weber.com93%Confidence score: 93%Supportmedia@weber.com92%Confidence score: 92%Communication
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Weber-Stephen Products address1415 S. Roselle Rd., Palatine, Illinois, 60067, United States
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Weber-Stephen Products social media
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Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 29, 2024
Recent comments about Weber-Stephen Products company
In summary, June I purchased the Smoke Fire EX6 for Father's *** for $999 plus taxOur Commitment
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Our three-year-old Weber Genesis II grill exploded this spring during normal use (thankfully no one was hurt). The grill is melted and completed damaged. It was a valve issue. I tried to contact Weber, as it is still under warranty. I attempted multiple times over the course of 2-3 months, but was on continuous hold. Finally after an hour on hold one day, a representative picked up. I explained the issue. They requested pictures. I emailed those within 30 minutes. They said they will figure it out within 72 hours and get back to me. I never received a call or an email. I had to call again (going through the same process). Another agent that finally picked up said. "give me an hour and a half and I'll call back" -- she never did. After not hearing back, a couple of days later, I repeated the process trying to reach someone at Weber. I spoke to a different agent -- they said EXACTLY the same thing ("give me an hour and a half and I'll call back). This time I requested staying on the line for resolution. After being on an extended, the agent started talking about giving discounts for parts, and suggested it was the TANK that caused the explosion. I told him I have since used the tank with other grills, it is not the tank, it is the valve. I got nowhere with that call/agent. I went to Lowe's and Ace Hardware to seek advice. They looked at pictures and agreed it is the valve. After going to Ace Hardware, I received a call from a Weber agent in our area. He said he looked at the pictures and concluded it IS, in fact, a valve problem. He was very accommodating and professional, and said he would look into it with corporate and get back to me in a couple of days. Unfortunately, time went by, and I didn't hear back from him, so I contacted him directly. He picked up immediately and told me he was having similar difficulties getting answers for me. So, now, 5-6 months later, we've been unable to use our grill and we're at a standstill with no resolution from Weber. I've always heard good things about Weber grills, which led me to invest in this expensive grill. Needless to say, we are very disappointed.