Brandster
reviews and complaints

I bought a new grill, cart, and cooking grates from Brandster on 2/23/22. It cost me $5,584.03. They said everything was in stock and would be shipped within 2 business days. On 3/2, I got a few different shipping notices. Some said it was on a pallet, some said 3, some said two, etc. On 3/10, I received a partial shipment of the grill and cart. However, on 3/14, I informed their operations manager that the grates and cover were missing. On 3/14/22, I got a shipping notification for the missing cover. From 3/14 to 3/18, I had some back and forth with their operations manager, but they haven't responded to my emails and calls. So here I am, still waiting.

We bought 2 grilling stations from Brandster, Inc. on 5/27 and they said it would ship in 4 weeks. But right after we paid, they said they messed up and the doors, which were supposed to be included according to their website, weren't actually included. They wanted us to pay extra for the doors. They said they would fix it, so we waited for our order. But 6 weeks passed and we received the islands without the grills or doors. It's completely useless to send us a partial order without all the parts because we can't do anything with it. I started calling them and they kept promising that the materials would ship right away. Then I got an email saying the materials were shipping. But it's been almost a week and the materials still haven't shipped. I called again, extremely frustrated, and asked for a senior leader to call me back. Instead, the person I spoke to canceled the shipment. I was so mad. Then the office manager told me she's the highest-ranking person there, but she can't make decisions and the owner won't talk to customers.

I bought an Empire Fireplace from Brandster on Dec 31, 2021. The salesman assured me that it's a high-quality fireplace suitable for high altitudes. However, I encountered some issues. Firstly, the fan made a loud screeching noise, but they replaced it. Then, the pilot wouldn't stay lit and would go out during the night, leaving my house cold. I contacted Brandster multiple times and it took them weeks to respond and provide a replacement pilot assembly. Unfortunately, I continued to have problems with the logs staying in place and rubbing against the back brick liner. Despite my attempts, the logs wouldn't stay put due to the loose and weak back shelf. This created a hazardous situation as the logs would tumble out of place. Additionally, the logs started cracking and falling apart, posing another safety risk. I have reached out to Brandster several times through phone and email, but they haven't resolved the issues. I informed them that this fireplace is dangerous and I have taken it out of service due to poor craftsmanship and low-quality materials. The attached pictures and video show the loose back shelf, the misalignment of the log indents with the prongs on the shelf, and the damage caused to the brick liner by the logs. I am seeking a full refund and want to return this hazardous fireplace to Brandster or Empire.