BBQGuys.com Avis 621

The agent Doug Hill was very knowledgeable on the different gas grill and the features that are available on the different grills. I went with the Napoleon Prestige 509 because it offered the feature that I was interested. I would highly recommend BBQ Guys for anyone that wants to purchase a new grill.

The Sales Dept has strong knowledge of their products. Very patient and not pushy. I unfortunately had to contact the support team once my product arrived. It had a manufacturers defect, however BBQ Guys support team made the replacement process simple. Zero hassle, Simply agreed it should be replaced. Even went so far to contact the manufacturer who wanted to send a repairman and tell them that wasn't happening. It was being replaced and everything was already in motion. Extremely happy with this company!

UPDATE:
I just finally received the cover. Also, it would only be fair to mention that BBQGuys also contacted me since I wrote this review and offered to refund $50 for my trouble. So I've upgraded my review from three to four stars.
Original review: I recently After shopping around, I decided to order from BBQGuys because they were the only company offering a free cover.
I placed the order on 5/11/25.
They claimed that they would ship with a week, which of course, was later updated to a later date. Kind of cheesy.
But, I did get the grill relatively quickly, albeit later than promised. However, the cover has yet to appear. I’ve now inquired 3 times, only to be given identical “updates” promising a new, later, ship date.
It is now 5/12/25 and the most recent update claims that it will now ship on 6/26/25. ??????
I’m not buying the standardized “supply chain problems” excuse anymore. Since I can easily have the very same cover delivered overnight by Amazon, I’m beginning to suspect that the “free cover” promotion was nothing more than a sales hook to get people to order grills.
I hope I’m wrong, but in the meantime, my brand new grill has now been sitting outside in the elements for a month without a cover. And with very little hope of actually getting one in the foreseeable future.
They should at least offer to refund me the cost of the cover that I’ll likely just buy from Amazon to avoid further exposing my new baby.

Terrible shipping and delivery experience. Terrible customer service. I spent a significant amount of money with them and I would never repeat. I would buy from somewhere else.

False advertising of units in stock, 7 months later and nothing has been shipped. Sales support personnel are constantly leaving or being fired, CEO will not return calls and absolutely no inventory control measures at all as they have no idea what is in their warehouse when and if you can get someone on the phone.

My original order of a pellet smoker was sent in a very timely manner and arrived in good shape. I followed that order with with two different kits for it and once again they were delivered in a timely manner and arrived in good shape. I would do business with them again.

We purchased items that make up an outdoor kitchen. After 2 years the products started to rust, stain easily, pitted and discolored. Customer NO service now tells us we should have purchased Marine Grade and has provided BOGUS information ( making it up as they go along) about their warranty. They REFUSE to accept any responsibility for inferior products likely make in China. Stay clear of these people. DO NOT buy these inferior products.

Just ordered 5 patio chairs and they were shipped promptly and arrived safely. Assembly was a breeze, and the quality of the chairs seem to be excellent. When I initially inquired about the chairs I received an instant response. Bought on a great sale so very pleased with price. Would consider ordering from BBQGuys again if I needed more backyard gear.

I would give a zero for customer service if I could. They cant answer phone lines, the chat guy just quit the chat session. Placed an order, realized the grill was natural gas and not propane. Reached out first thing the next morning. Sales guy said he would fix it. Order shipped anyway. We called and after explaining it wasn't supposed to be shipped, they turned the order around. Our order shipped. We have had it over a week. Our card was charged for both orders. No refund. They keep saying the order has to be received and inspected prior to issuing refund. I have sat on hold, I have called multiple times, I have tried chat. My only option it to no put it out here that I will be filing a claim with my credit card company tomorrow re: the duplicate charges. Its a shame with the nice products that they can't provide service. Oh....and I have been dealing with customer service over a week already, not just today.

Solid product at a great price with delivery timeliness updates.
Tried to add a photo but trust pilot just closed out my review.
Oh. Now I see why. The "added photo" was supposed to be me, not the product I was reviewing, as if anybody cares what I look like.

Canceled my order without notifying me. Charged my credit card. Can’t get through to a customer service representative after two hours.

Excellent service, good pricing and fast shipping. BBQ Guys is the best place to shop for outdoor kitchen needs.

Sales agents are available instantly, but no one is available after a purchase is made... I've tried calling, email, and chat over a 24 hour period. It gives a strong perception that your business only cares about a quick sale. After that you got your money and you ran away.

BUYER BEWARE. Do NOT trust BBQ GUYS.
We ordered a Lynx Professional 36” All Infrared Trident Propane Grill w/ Rotisserie on March 14, 2025 for $7,669 + $594.35 tax +$257.53 delivery = $8,520.88.
It was delivered on March 24 with a giant dent in the front. We notified them the next day. They offered us $300 rebate to keep it. That is not reasonable on an $8K item. We asked for a replacement and asked them to please pick the dented one up.
After an extended email chain, the replacement was supposed to be delivered 5/5, then 5/7, then 5/19, 5/20, and finally was delivered on 5/21. The old one was not picked up.
The second BBQ also is dented in the front. We notified them the next day on the extensive email chain we had going with them throughout this ordeal. We did not hear back. Every business day for one week we emailed them on that chain with no response.
We now have two dented BBQs sitting in our yard that we do not want. We have been charged $8,520.88. BBQ Guys has ghosted us.
I called. No customer service available except M-W. The sales department directed me to the live chat. I sat on hold with live chat for 2.5 hours and no agent joined the chat. [Side note: when you get on the live chat 3 minutes after it opens and there are 48 people ahead of you in line, you know there’s a customer service problem. Wait – gets better – a few minutes after that, it said there were 50 people ahead of me, and then after 10 minutes, it said there were 51 people ahead of me. How does that work?]
I filled out the online form. I got an automated email back saying that they would respond in 3-5 days.
Meanwhile, I have two dented grills sitting in my backyard that I cannot use, and I am out $8,520.88, and the vendor is unavailable. Oh, and by the way, the second grill doesn’t even work properly. The blue lights do not light, and the burners heat inconsistently.
We’ve disputed the charge on the VISA bill. We’ll see what happens. In the meantime, DO NOT BUY FROM THEM!

I put through an order and right away, realized I still had a fridge in the cart that I didn’t need. So I called immediately. Was placed on hold for 10 minutes, called back, they said one person ahead of me. Another 18 minutes on hold, nobody ever answered. Sent an email too and apparently will hear back within 5 days. Horrible customer service. This was my experience.

Unfriendly return policy
Purchased a small grill from BBQguys. Turns out it is better described as tiny. I did not read the return policy in advance. You have to pay to ship the product back, they can levy a restocking fee, plus you have to reimburse them for the "free shipping" that brought the product to you. Trying to chat with them and no response to two different messages (one was sent on Memorial Day. Grill looks nice but you might not be able to cook two T-Bones at the same time.

After I took my time making my decision and ordering my grill. It took very little time for the grill to be shipped and I received it sooner than I expected. It is unusual in this day and age that you get service this good unless you are charged extra!

I do a lot of outdoor kitchens and website is easy to use, has what I need, and provides and great product that lasts. Shipping is quick and I have only had 1 damaged piece which was replace with no hassle.
Caleb

Everything went smoothly. I'm very thankful for the great service. Thank yall much.

My mastergrill 1050 came with a defect and they said they can give me a discounted price. Only $75 discounted. $900 grill with only a $75 off refund is absurd. Paid all that money just for that $75 discount. Terrible service.