BBQGuys.com Avis 621

BUYER BEWARE!!! I purchased multiple Blaze BBQ outdoor kitchen appliances around 4 years ago, which they claim had lifetime warranty. I purchased a Blaze LTE 32" grill, infrared burner, Blaze LTE double side burner, outdoor fridge, sink, and spent over $3000. Little by little various parts started to deteriorate. LED lights stopped working, infrared burner rusted and parts broke off. The latest problem was that the Blaze LTE double side burner caught fire underneath and almost set my entire outdoor kitchen on fire as well. When I look underneath, I see multiple elements completely corroded and a huge gas leak on the line that feeds both burners. I contacted customer service and sent photos, videos, and even photos of all the burnt hair from my arms. My small daughter was close by and was almost burnt as well. I asked them for either a replacement burner or ALL the parts to fix it. I contacted BBQ Guys back in June 2025, and It's now been over 3 months and nothing has gotten resolved. After 2 months, they send just a couple of parts but the main ones are missing. You call and they don't answer or call you back. You send emails and they don't respond until more than 2 weeks later. They keep saying they're "working on a resolution with Blaze", although BBQ Guys and Blaze grills are owned by the same company. It's a complete scam and they just try to wear you out so you stop calling or emailing. Buy your outdoor kitchen equipment somewhere else, because if you ever have a problem, they WILL NOT honor the warranty or give you the proper customer service. Only when you're a new buyer do they answer the call. I wish I could post photos here of the fire damage.

As per my review.. Great team from sales and support were able to help me with questions and rapid service to get the order on the road same day... Ty Dee and Jillian and the rest of the BBQ team

Nothing was right on my order! I ordered a ledge lounger in pool set (advertised as a set) 2 chairs and I side table that is also an ice bucket. I received one chair (not even the right one) and a table, also not the right one! How is this even possible?
I notified Bbqguys not even 10 minutes after this was delivered, I spoke to Pinky, she said it would be corrected and the items would be overnighted, that was 5 days ago! Yesterday I got an email stating they needed me to to send photos of what I received as well as the item numbers. And explain in detail what I ordered! With item numbers. Which I did, even though I don’t believe it’s my job to tell them what they shipped me! I got an auto reply email back saying 3-5 days for a response!
Absolutely infuriating!
Horrible experience.
Make this right BBQGUYS!

I literally ordered the grill one afternoon from my work Laptop and next day my wife said what is being delivered as the truck unloaded my new grill. Amazingly fast as I didn’t even have shipping info. Yet but so happy it came quick. The online process with BBQGuys was super easy and this is the 2nd Napoleon grill I’ve ordered from them. Very streamlined process and happy with the interface.I’d highly recommend ordering your grills and supplies here.

They took my order
They booked my order
They took my money
They have yet to ship and now indicate my item is backordered with a new delivery estimate in late summer

Short version: yes, I would recommend this company (but please read my long version, below).

Long version: About 2 months ago, I purchased Blaze LBM 32-Inch 4-Burner Built-In Propane Gas Grill - BLZ-4LBM-LP.

My prior outdoor grill was manufactured by DCS which stands for dynamic cooking systems. I purchased it through this company back in 2013. The DCS grill was good, but I wanted to try something new.

I spent many hours researching different brands on the Internet along with reading reviews. It doesn’t matter which brand you choose. You will always find a handful of terrible reviews for every brand out there.

Trust me, there are several negative reviews on barbecue guys. Also, one cannot write a Google review on this company. In case barbecue guys reads this review, you almost lost my business due to this fact.

However, the positive reviews outnumbered the negative ones so I decided to give them a shot.

When you do your research, you will see that this company spends TONS of money advertising. With this kind of ad spend, they must sell thousands of units per month.

Like any company selling products on the Internet in a large scale, volume, you, as a consumer, need to stay on top of your purchase.

In my ordering with them, there were a couple of issues that needed attention by a human (and not an AI bot). I stayed on top of these issues with different representatives from barbecue guys and, eventually, all of my issues were taken care of. For my troubles, they were kind enough to give me $150 credit towards items in their store (which I ended up using).

However, they did take care of my issues after my follow ups and my grill arrived at the proper price and in the specified timeframe. Also, they did a great job packaging it.

I have used my grill at least a dozen times and, so far, it has worked flawlessly. One thing about this grill is that it cooks EXTREMELY hot. It doesn’t matter if I’m cooking steaks, hamburgers or fish… I have to put the burners on the lowest setting possible. Burners are all cooking evenly too.

I also went ahead and purchased their proprietary brand of doors that go underneath the grill. Saved me money compared to the brand names.

Finally, I was going to attach pictures of the grill but cannot find a link to do so.

Hopefully this review helped. Good luck with your grill shopping. Cheers from sunny, roasting, Dallas, Texas.

I have a Blaze LTE 32-Inch 4-Burner Built-In Propane Gas Grill w/ Rear Infrared Burner. I have two inferred seer burners, and one was not burning properly. I canned BBQ Guys where I bought the grill, got a very capable agent named Pinky. I explained my problem, and Pinky asked for a video of what the burner was doing. I sent the video and within a day Pinky had a solution that I thought was a fair solution, especially due to the fact I was out of warranty.
This is my second Blaze 32 and I could not be happier with the Grill, The BBQ Guys, and Pinky's great solution.

Our salesperson, Blaine was kind and knowledgeable. She answered all of our questions. Not pushy like other salespeople. Thanks Blaine.

Patio heater came and it had broken parts.
followed all instructions texted pictures .
i have been waiting several days for instructions on how to return heater and receive credit back on purchase.
I ordered a new heater and awaiting its arrival for electrician to install . Thats if upon arrival its a good heater, I am 2k into this experience.
BBQ guys return process and support is cumbersome .
UDATE 8-28-25
this was resolved new heater came in good condition and refund was credited to account for broken heater .

The sales agent that I worked with on the chat was SPECTACULAR! Jonathan W. Helped guide me through the ordering process. He helped make the ordering process simple and efficient. Highly recommend ordering from BBQ guys and I also suggest that you use the chat feature. It’s easy and fast!

After waiting so long and having to reach out twice, they finally just decided that the grill I ordered is no longer available. Hello I could’ve ordered it elsewhere. Can reach nobody on the phone and nobody on the chat. Lesson learned.

Website isn't accurate. Discount code didn't work and product wasn't available even though the site says it is. Customer service agent was great!!!

IF YOU ARE LOOKING FOR A GRILL COVER, THEY HAVE EXACTLY WHAT YOU NEED FOR YOUR LION GRILL.

Soooo, frustrated. The representative that took my order was very professional and did a great job taking care of the order.
However, I was told the order would ship in 1-3 days, and that was on June 19th, on June 21st I received an email stating that these heaters would ship July 7th, and yesterday I was notified it wouldn't ship until August 25th!!!! This is for a new home, and the customer has closed and is needing these heaters installed so they can get the money that was set in escrow. I will NEVER order anything from BBQGuys again. I can't believe they would tell me it would ship in 1-3 days after the order was placed on the 19th of June and now it won't ship until August 25th. And now I have been waiting for over 27 minutes for a customer representative to assist me. Still Waiting!!!

Grill purchased 11/2022 for right under $1K, placed under covered and enclosed outdoor kitchen area. Multiple items are completely rusted through, the company will not honor their warranty, which is why we decided to buy the grill. This grill performed no better than a cheap $199 grill you can buy in front of a home improvement store. Poor quality, poor customer service, illusory warranty they will not honor.

Product arrived ahead of schedule with a friendly and helpful delivery driver. Easy to assemble following the two page instructions, the end product is exactly what we wanted. Thank you!

I have to say that my experience as far as customer service goes is exactly the same with these guys. I really wanted to rate it a one star, but my experience wasn't awful and there is still hope directly with Primo. Suffices to say I ordered and paid for part, part failed within a short period of time. Since you cannot get them on the telephone (trust me, I waited), you are probably best through the chat. All I got was "well, it didn't get there damaged so you have to claim that with Primo", a link and polite dismissal (I was going to put two letters but AI would have caught it). So there IS no customer service. By the way, this was a $500 part so it isn't just chump change. They do not warrant what they sell and are not even accessible to you after the sale. The phone message actually says something to the effect of, "you can wait if you want, but we probably won't answer so contact us online". I THINK there was an actual person on the other end of the chat but I could be fooled. Certainly AI would have come up with more help and a better explanation...good luck and proceed with caution!

We bought a high end grill and rotisserie kit. The grill arrived with some damage which we sent photos of to the company and haven’t heard back yet on it. That was 3 days ago. The rotisserie kit finally arrived and was obviously used, missing parts and the box with the pole portion was empty. No response yet from BBQGuys. I’m sure if I was calling sales they would have already reached out to me. Definitely not what we expected when spending over 7k.

On June 24, just before noon, I ordered an Napoleon 32 inch built-in natural gas grill head. BBQguys.com had exactly the model I was looking for, and the best price. I placed the order and within 15 minutes, had their order confirmation. Throughout the afternoon, I got updates on processing the order and shipment via freight.
The order shipped from their warehouse in Baton Rouge, Louisiana, and I live in Pittsburgh Pennsylvania… I was completely astonished when the grill head showed up in my driveway 14 hours after it shipped from Louisiana. So far my experience with bbqguys.com is more than outstanding.

This is the worst experience I've ever had
I usually don't write reviews for the many purchases I make, however I paid over 1k for a (evenrude hb2) from this horrible company only to receive a defective product, after many, many attempts to contact a person, they only have said "someone will get back to you within 3-5 days" this is week 3 and no response yet!!?? I consider myself very patient, but also educated enough to know when something is wrong, and SOMETHING IS WRONG WITH BBQGUYS!!