Grill Collection Avis 292

I ordered a simmer grill for my Ilve range and after several weeks I was told it got damaged in process. Instead of apologizing for the delay and ordering me another one they actually asked me to send an additional $20.00 in shipping costs. I have been in business for 25 years and I have never heard of a vendor error being passed on to the customer. I shared this with them and they didn't care. I hope this negative review was worth the $20.00 that they saved. I will never order another thing from them again.

Was looking for a sleeve for the coyote burner everywhere. Grill collection was able to get me one and deliver it in a timely manner. Really helped our outdoor kitchen come together nicely!

Too large for my round Prima. Apparently they changed the design in 2016 and the hinge / handle assembly you sent to me only fits grills made after 2016. How can I return the item?

Received my order with missing parts. I had to purchase the part separately and customer support communication has been very slow.

I like this grill a lot, for all occasions. A good investment.

When I placed the order the item was out of stock. I got contacted via mail from Grill Collection that informed me that the item could be delayed 8 weeks or more. Since I needed these I chose to wait and after some mails back and forth decision was made to wait and that they would reach out to me if it would take more than 8 weeks. They have arrived now and I’m very happy with their customer support and the way they reached out to me in this matter. So even with the waiting (due to the global situation) I would strongly recommend to buy from Grill Collection.

Good - Pricing appeared to be very competitive with the market complimented with other perks that resulted in the best price available on-line.
Bad / Ugly - Attention to detail and customer service / follow-up after the sale was an opportunity. There was an error with the order; however, for a virtual broker that prides itself on exceptional customer service / support there was a gross failure. From near silence in communications to me having to push the agenda nearly daily it was not an enjoyable customer experience. I hope that this was an anomaly as experiences like these are typically not the culture but the attitude / demeanor of individuals that have no business being in customer service support. This issue started on 8/5 and was not resolved until 8/20. The only justification for the 1 star rating was the price. Aside from this, I hope that the Phoenix Grill performs equal to or better than my go to Holland Grill. Cheers!

After 21 days, I hadn't received so much as shipping notice. I contacted customer service to cancel the order. After two days, someone finally answered saying my order has shipped the day before. Horrible wait time. Non-existent customer service

Quick response, friendly service, especially when parent Company (Napoleon) constantly delayed prioduce for 6 months

Good process overall. There were some miscommunications about price and shipping but it was worked out finally.

Good experience.

The products once I received them were great but the customer service displayed wasn’t so good. Even though the initial products I ordered were out of stock I was not notified so I was just in limbo waiting.

You sent me the wrong Daisy wheel top and you still haven’t sent me the correct one even after I sent you the picture of the wrong one as you requested

So far I love the grill but the cover is horrible, does not fit the grill and the material are not suitable for the corner steel, if pull it may get cut. I would expect for a cover that was recommended by the company would fit perfectly buy the front edge is not covered.

The grill would not light. The ignitor worked fine and no visible signs of kinks in the gas hose etc. The regulator was reset as mentioned in installation. Nothing. I contacted Grill Connection Support.. Very nice young man answered but he was very hard to understand. Dd not have a good command of the English language I explained the problem and he said from tech support would contact me in two days. Nothing. Their purpose was to try to help me with the problem with the grill. Still nothing. Then yesterday I received an email telling me to take pictures of the box, grill, and invoice. At that time they would process the return of the grill. I did not want to return the grill. I wanted to keep it and get it fixed. There are only so many moving parts so it couldn't have been bad. Thankfully my brother who works for a large manufacture of industrial equipment was in town and came over and fixed the grill. It just amazes me that Grill Connection was so eager to just process a return when all it would have taken would be a few minutes with someone with experience to go over the issue and tell me how to fix it. I'm glad they were ready to stand behind their product and take it back but to do this without even trying to trouble shoot it is unreal.

Great website, great order-taking, excellent price, quick shipping-- I love these folks! There was one small issue regarding communications in the shipping process. Basically, the company and the shipper were not in step. Fortunately, I returned from a business trip early and was able to receive the grill. I hate to think of that box sitting in the rain at the end of my driveway for two days!

Would I buy from them again? Absolutely! Would I recommend them to family and friends? Already have!

I searched for a certain type outdoor cooking system device for awhile, I reviewed The Grill Collection site. & found what I was looking for after a short time on the site. The site was easy to navigate, & met my needs. I settled on The Phoenix Grill 52" Dual burner, Stainless Steel Riveted Gas Head. # G4751
It was semi easy to assemble, & it came 100% UNDAMAGED, & was 100% COMPLETE. I had everything that I need to make it a complete device. I did have to wait awhile for it, but your Online Customer Assistant Tech, "REN" kept me well advised, & put up with all of my requests, comments, & worries from day one of this transaction. REN...I applaud your patients / professionalism with me, & for not returning my semi bad mood chats at times. I apologize at this time for some of my behaviors. I am sorry Ren.
To: The Grill Collection Management Teams....my advice, my suggestions, are as follows to maybe make your site / business a tad more marketable. I like others, that reviewed your site, felt more than a few times that I was 100% scammed, & shelled out a lot of hard earned money for a product that I was NEVER going to see on my doorstep. Ren, again was VERY helpful in helping feel better about things, as I chatted with him several times while I waited for my Phoenix Grill. My advice first is to print in Large "RED" lettering...if the product is OUT Of STOCK, before consumers place their orders. Next It would have been a lot more soothing to get like a tracking bar that consumers can track the process, & status of their orders of that expense anyway. Ex: #1 your order is being processed, as your Payment method was valid /accepted. #2 Your order is being manufactured(if that is the case), & packaged. #3 your order is being shipped to our warehouse currently. #4 your order is in our warehouse, & we are confirming what we need to on our end, & confirming shipping to your destination. #5 The phone call exchange, like I received saying that you have my order ready to ship & confirm that process. # 6 your order is out for delivery. #7 your delivery is at your confirmed destination site. (all of this on like a sliding bar meter, easy to read, & understand the status of a consumer's order. It would really give the consumer . user of your site a lot more confidence, & use your site again, & as well, as telling others about your site. Again "Ren", saved this exchange many times as I came close to cancelling my order as I was not confident it would turn out as it really did.
Lastly I did really like "The caution in accepting delivery instructions" that I was sent via email. It helped assure me that you were a valid site to do business with, as you were there to back up the sale, & safe delivery of my grill. I took a lot of photos of the packaging, cartons ect. so I was ready with proof if the common carrier damaged this order. Again thank you for those valuable instructions.
I am happy with my grill, & Mid length grill cover. I will use your site to get any needed accessories for this purchase, & I would send a picture of it if there was a attachment site for that. Thank you again Ren, for all of your help...!! Jerry Meyers Dubuque, Iowa 52001

We were promised that this was in stock when the order was placed, but it took 6 months for the product to be delivered. We had to continually ask for updates. Would not purchase again.

The level of service provided by Grill Connect is/was much appreciated. I will continue using their services long into the future.

Missing a few screws and washers. Sent me a grill cover for only the grill top. If it was my mistake, sorry, but they are "working with the warehouse" to try to correct it. I say just send me the right grill cover and I'll send you the wrong one back. If it costs me money, let me know. But it's been a week now...HELP! And I do expect the screws and washers so I can make the grill base solid.