Grill Collection Avis 292

Overall not a bad experience, but the stove sat in a warehouse here for 15 days before they delivered it. Overall I’m satisfied.

Truthfully, worst buying experience ever. I would stay away from these people.

Purchased two items on December 10. Several days later I was told they were backordered until December 20 and then until January. When the items showed up, the delivery guy would not let me inspect them and I was told I had to inspect them before accepting them. Delivery guy left to return them to the warehouse and then I was told shortly thereafter that I have to pay over $500 to have them redelivered. The entire process is flawed and incredibly unprofessional. Truthfully, I don’t think this company has any people working in the United States has all the support conversations were from across the world.
I would stay away from this company.

Did not receive the drawer I ordered; an incorrect drawer was delivered instead. Now it's a hassle trying to get my originally ordered drawer and return the incorrect sized drawer. And, to top it off, Grill Collection is charging me for returning the incorrect item!

The quality of your product are outstanding! The shipping did take a longer, it’s worth the wait.

Thank you so very much for the quick order and delivery of our Primo oval pizza insert for our Primo grill. I had decided late to order this as a gift for my husband’s birthday a week prior to his birthday. I had checked other options for ordering and I’m so happy I went with Grill collection as they delivered prior to his birthday based on the window of delivery dates given when I placed the order. Many other websites stated delivery dates that would have arrived too late and even contacted local BBQ store that couldn’t promise delivery prior to my requested date and would also have charged shipping. The price was more competitive to the other website options. Lastly, I received an email following up after delivery of item which is much appreciated. I’m finally getting around to do a review. I would use Grill collection again for sure!!!

I received my ordered parts, as expected. There were a few details that generated this rating. 1.) The shipping expense was very costly, $60 as I recall, ~30% of the order. If I'd been willing to hunt for these parts on Amazon, I could have avoided this shipping expense. Also, some parts came "incomplete", needing to cannibalize the old assembly. This is not Grill Collections issue, although their order process clarification might have avoided this situation.

Grill Collection is a black hole. They appear to be legit but they took my order and sat on it. While having an email saying it was ready to be shipped, nothing happened, except getting endless marketing emails. Finally sent a message canceling the order--no response. Ordered the same item from a different vendor and it it already on its way with UPS tracking. Would avoid this vendor.

I have my order incomplete and no one knows how to give me information

I gave it a star because that is the least I can give. I ordered a smoker back in July. This is where I should have canceled my order. I didn’t get my unit until August. When I finally got it, I didn’t have time to open it. Waited about 2 months to open it and put it together. When putting it together I noticed a dent on the front, which I didn’t really care. But when trying to place the racks inside the unit, there were so many dents that the top two racks wouldn’t hold in place. Dents on top, back and sides, door didn’t close and door was crooked. Called customer service… their response time is TERRIBLE to say the least. They give you the same line, our warehouse has been notified. I contacted them everyday for a whole week! Still waiting to get a label to send this useless piece of crap back. To top it off, I found it $100 cheaper 😑 Save yourself a headache and the frustration. Buy from a serious vendor.

Order took 4 months to get here, then it didn't even work

Order a part 7 months ago they said it was back ordered till late may I was okay with it but then late may came and went.
I receive the part in October when didn’t need it anymore.
I try to return it 2 weeks finally get a response that they want to charge me for returning it. I don’t think thats fair

After waiting for 10 business days my order was never processed or shipped. I called to cancel and demanded a refund. I have now been waiting 10 days for the refund.
I would suggest not ordering from Grill Collection and look for someone else to order from.
I want my money back!

The grill we ordered came in a timely manner and was easy to assemble. We had a Phoenix grill previously for about 20 years and was happy with it so wanted to get the same kind. We were not disappointed. Ordering was easy.

Let me start off with this, ordering online is always a gamble, support your local shop if you can and avoid these pretty obvious scam operations.

That being said, I started this journey back on 7/14/2023 when I placed my order through the website for the Napoleon 45" PRO cart. I was happy to receive an order confirmation and was expecting some shipping update within the next few days. I was wrong, instead, I received plenty of emails asking if I would like to try out their other sites like usifreplacestore.com. 2 days later on 7/16/2023 I received a general email that my order was being processes, not really an update worth noting.

Fast forward to 7/24/2023, after calling several times to get an order update from their (outsourced customer support), I finally get an email that my order has been processed! However, processed didn't really mean much because there wasn't any shipping update or tracking info.

Fast forward again...it's now August 3rd, 2023..I receive an email that barely qualifies as support from the customer support department stating that;

"Our warehouse team informed us that fulfillment of its shipment will not be possible because of some damages. We have intended the last stock for you but because of its quality concerns, we just listed you to be on top priority for the incoming stocks after 8 weeks. We have reached out to our third-party warehouse and, the good news they have the item in stock. However, there is an additional shipping cost due to the size, distance, and weight. The shipping cost is $260. As our valued customer, we are happy to cover 50% of the amount. So you only need to pay an additional $130 to ship the item.."

Well, this is the biggest scam bs I have ever read. I have already paid for the item, and now, cancelled the item yet they have not sent me a cancellation and refund confirmation. So here we are on 8/7/2023 writing a review I don't want to have to, but people need to know not to order from this place. Hope this helps someone out in the future.

Wanted to place an order for a green mountain grill part, entered all the necessary info, then found out shipping is flat rate cost of 59.99 on a 3.00 part. Sent numerous emails to customer service with no response. Shipping on anything under 200.00 is still 59.99. The shipping costs are ridiculous.
Would never recommend this place to anybody, if I could give them minus stars I would. Place is a complete joke. Don't waste your time or money.

Lots of excellent, friendly communication, so I was confident my part would actually arrive, and it did. On the other hand, I bought a $50 part and had to pay a $50 flat shipping rate. This is ridiculous.