POOR! Took 6 months to get replacement parts. So purchased different kind of grill and now trying to return the parts as do not trust quality as the initial grill did not last long. Now have thre... Voir plus
L'entreprise a répondu
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
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... Voir plus
I ordered a grill warming rack on 5/6/25; it was suppose to arrive by 6/6/25 but did not. Communication was confusing with Grill Collection as they told me delivery would be delayed further but pinni... Voir plus
L'entreprise a répondu
I have an outdoor kitchen that we had included in our new built home. The problem was the built out provided double stainless steel doors and frame below the grill with an empty cavity behind it. Af... Voir plus
À propos de l'entreprise
Coordonnées de contact
3,6
Moyen
292 avis
A répondu à 66 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
***SCAM ALERT!!!***
***SCAM ALERT!!!***
I'll let my quick story speak for itself.
I ordered a Blackstone Griddle and was told that "it is in stock and will be shipped FREE in 1 week." Each week I contacted Grill Collection via chat and asked "how I can track my purchase." Each time I got the same response, "your grill is in-stock and just waiting to be shipped." That went on for a month. Finally, after 1 month, I was told that the grill I ordered was the last one, that it was damaged, and that they were going to cancel my order. They held on to $1347 of my money with phony promises and failed service. And I'm still waiting for my money.
If you order from this company, you do so at your own HIGH RISK.
I have re-ordered the grill with another more well known company with a local store - ACE Hardware. I'm paying more, but with greater confidence and peace of mind.
2 mai 2022
Avis spontané
Réponse de Grill Collection
Hi Ken,
This is definitely not the type of experience that we want you to have. However, due to an ongoing supply chain issue. Processing time frame changes from time to time. The US Market is really affected by the pandemic. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. Hope you'll give us a chance to rectify this issue.
Please send us an email to support@usfireplacestore.com,
Start Live Chat: www.USFireplaceStore.com
Call us: 888-992-1556 (8:00 AM - 11:59 PM Eastern, 7 Days / Week)
Grill assembly has been a nightmare!!
This grill excites me to cook on, however, getting to that point has been nothing but frustrating. Napolean grills are produced by Wolf Steel Ltd, based on Barrie, Ontario, Canada. This grill was purchased through Arizona Fireplaces, Phoenix, AZ.
I do not mind assembling products, but today's manuals are way oversimplified with just pictures. Anyway, putting the wheels on was the first issue. The frame insert plug is very brittle and will break if driven into position aggressively. The wheel pivot arm does not go into the mounting insert without lube. Driving into the insert aggressively will break the insert. Customer service was very helpful with insert replacement. Four days later...
The second issue happened when trying to install the side cooker (step 20). The mounting holes were not threaded on my grill. I called customer service at 1:55 central time with this issue. The estimated wait time was 10 minutes. After a couple minutes, an automated message told me to call back later or email them and disconnected the call!! In my opinion, this was very unprofessional on their part. Purchasing a tap and die set to remedy this assembly issue shouldn't be part of the process.
It's bad enough to spend $1300 on a grill and have to assemble it and run into issues such as these. This review pertains to product quality and customer service.
28 avril 2022
Réponse de Grill Collection
Hi Terry,
This is definitely not the type of experience that we want you to have. If you need help regarding the installation you can reach us out via phone call, email or chat. You can also contact Napoleon since they have technician that's always ready to assist you with the manual. We are always striving to improve our services and products. Hope you'll give us a chance to rectify this issue.
Please send us an email to support@usfireplacestore.com,
Start Live Chat: https://grillcollection.com/
Call us: 888-992-1556 (8:00 AM - 11:59 PM Eastern, 7 Days / Week)
Happy I Found the Grill Collection…
I had purchased a grill from the company who is putting in an outdoor kitchen in my back yard. The company called me to say that they were unable to get the grill that I had picked out and tried to substitute another brand. it took me 5 minutes to go to the Grill Collection website and find the original grill that I wanted. The grill was delivered to me within a week.
The online customer service people were terrific!
22 avril 2022
Réponse de Grill Collection
Kathleen, thank you for this honest review!! Our goal is to always provide the best quality service and product. We're glad you gave us the chance to demonstrate in word and deed how much we value you as a customer. Warm regards from the entire Grill Collection team!
Réponse de Grill Collection
Hey Monroe,
Thank you for your feedback! We are glad to hear you received the order in its pristine condition. Warm regards from the entire Grill Collection Team.
I purchased upgraded wheels for my…Napoleon grill
I purchased upgraded wheels for my Napoleon Grill.
Wheels are great and service is great.
I decided even though the shipping cost was high.
The quality of the product was worth the money
19 avril 2022
Réponse de Grill Collection
Hi Don,
Thank you for this honest review!! Our goal is to always provide the best quality service and product. We're sad to hear that we missed a mark in giving you an excellent customer service experience. Hopefully, on your next purchase we'd be able to demonstrate in word and deed how much we value you as a customer. Warm regards from the entire Grill Collection team!
Grill was delivered on time with no…
Grill was delivered on time with no issues. Packaging was perfect. The only thing I could wish was better was to be connected w an assembly service that could put the grill together.
19 avril 2022
Réponse de Grill Collection
Hey Cynthia!
What a great review!! There are opportunities in challenges, our goal is to always provide the best quality service and product. Hopefully in the future we'd be able to include a team that could assemble the product. Warm regards from the entire Grill Collection Team.
Said they had stock
Said they had stock, took money, then cancelled ordered several days later
12 avril 2022
Réponse de Grill Collection
Hey David,
This is definitely not the type of experience that we want you to have. However, due to an ongoing supply chain issue. Processing time frame changes from time to time. The US Market is really affected by the pandemic. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. We are always striving to improve our services and products. We truly appreciate your feedback.
When I ordered the grill I chatted with…
When I ordered the grill I chatted with a rep and was told the grill was in stock and would ship in 2-5 days. After a week of being told the grill was in stock and being processed to ship it became apparent to me there was an issue. Finally I spoke with someone who was truthful. There was one in stock and the box had been broken down and not all the parts were in it. The Grill was $1,299. Then they offered to ship from a different location but it would cost me $200 more. NO WAY. I could have purchased from another dealer for $1,299 with free shipping. I cancelled the order and purchased from a different dealer and it shipped the next day.
12 avril 2022
Réponse de Grill Collection
Hey Micky,
We apologize for not being able to fulfill the order, however, due to an ongoing supply chain issue. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. We are always striving to improve our services and products. We truly appreciate your feedback.
BFC AC
Overall, my experience was good for the times we are living now days, I had to wait a couple of months, but the good thing is i got all the parts.
Thanks
Frank Riveron
18 mars 2022
Réponse de Grill Collection
Francisco, thank you for this honest review!! Our goal is to always provide the best quality service and product. We appreciate your understanding regarding the ongoing supply chain issue. We're glad you gave us the chance to demonstrate in word and deed how much we value you as a customer. Warm regards from the entire US Fireplace Store team!
Strongly not recommend, take care!
This web site have good products, but the shipping time was abusive and extremely annoying, they said you gonna recieve the products in a couple of days warranted, and i recieved my purchase 3 months latter, after lots of emails, i spent almost $20.000, and unfortunately my project was delayed for 2 months, and i had a big problem with my client cause the irresponsible way loke Grillcollection.com works, i do not recommend this website, except if you don't have problem waiting months for a product distributed in USA.
12 mars 2022
Réponse de Grill Collection
Hi Rafael,
This is definitely not the type of experience that we want you to have. However, due to an ongoing supply chain issue. Processing time frame changes from time to time. The US Market is really affected by the pandemic. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. We are always striving to improve our services and products. We truly appreciate your feedback.
My order still hasn't arrived after…
My order still hasn't arrived after over 6 weeks of waiting. I was told everything was in stock and ready to ship. I've emailed several times asking for a refund/discount or update but it took till the week before delivery that i finally received a tangible update. Pretty poor service. Additionally other items that were shipped and arrived were just left on my driveway blocking the way without any notification and outside of the delivery time window. Very disappointing
6 mars 2022
Réponse de Grill Collection
Hey Sameer,
This is definitely not the type of experience that we want you to have. However, due to an ongoing supply chain issue. Processing time frame changes from time to time. The US Market is really affected by the pandemic. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. We are always striving to improve our services and products. We appreciate your feedback.
Grill Connection gave a fair price and…
Grill Connection gave a fair price and delivered the goods as promised.
2 mars 2022
When I recieved my new grill and it had…
When I recieved my new grill and it had some minor damage as a result of shipping. I contacted support about the damages and I recieved replacement parts in a couple of weeks. I am very happy with the grill and the quick response grill collection made in response to the damaged parts.
2 mars 2022
I have Never written a bad review but here's my first.
I have Never written a bad review. This will be my first. I wanted to return two unopened items *napoleon grill baskets. I provided the required information and submitted photos showing the items are unopened, unused, and in perfect condition on January 31st. Yes they make you take pictures of the products and the boxes they arrive in and submit them. Again, I did this on January 31st.
Today is February 14th, and I have yet to receive the truth label. I have gotten a run-around from them each time I call asking for it. At this point it's fair to say that they are basically refusing to give me a return label so I can be credited these two grill baskets. The last time I called they told me they were seeking approval from Napoleon company. And they'd have it the return approval for me in 48 hours. That was 4 days ago. Yeah still no label. I wish I didn't have to write a negative review about this company, Grill Collection, but this isn't right.
14 février 2022
Réponse de Grill Collection
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We are terribly sorry for all the inconvenience this has caused, though, please know that this isn't the experience we want you to have. We are doing our best to process your claim and rest assured that we will work on this as soon as possible. All the details have been forwarded to the right department and we are only waiting for an update. Don't hesitate to reach us via call, email, or text. Our specialist is working on this case and will send you an update as soon as possible. Thank you and stay safe!
Worst customer service you could…
Worst customer service you could imagine. Maybe even worse than that.
3 février 2022
Réponse de Grill Collection
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We pattern our stocks in accordance with the given lead time of the Manufacturers. Our customer's satisfaction is our number one priority. We truly apologize for the inconvenience this has caused you. You may reach our chat, phone and email support for any inquiries about our products. Thank you again and have a good one.
Excellent experience
1 février 2022
Good Price - Very Poor Communication
The company charged a fair price and the grill was shipped and arrived error free.
However, there communication was erratic, spotty, and at times incorrect. For example, they never notified me when the grill shipped. I only found out after repeated calls. They were able to tell me the name of the shipping company, but had no telephone number and the tracking number I received was inco0rect.
I was told the grill would ship form Arizona where I live, but it was shipped form Illinois, adding to the long length of time between purchase and delivery.
6 janvier 2022
Réponse de Grill Collection
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We pattern our stocks in accordance with the given lead time of the Manufacturers. Some of them are really having uncertain lead times because of the pandemic's effect on their manpower and production. Rest Assured, we prioritized those early orders to get the most recent stocks from the Manufacturer itself and we follow right away the decision of the customers towards their orders. Our customer's satisfaction is our number one priority. We truly apologize for the inconvenience this has caused you. You may reach our chat, phone and email support for any inquiries about our products. Thank you again and have a good one.
I ordered a burner for my grill and was…
I ordered a burner for my grill and was sent the wrong one. It has been hard to resolve the issue when there was a picture of the description that showed the one I ordered was correct! I can’t use my grill until this issue is resolved.
1 janvier 2022
Réponse de Grill Collection
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We are terribly sorry for all the inconvenience this has caused, though, please know that this isn't the experience we want you to have. We are doing our best to process your claim and rest assured that we will work on this as soon as possible. All the details have been forwarded to the right department and we are only waiting for an update. Don't hesitate to reach us via call, email, or text. Our specialist is working on this case and will send you an update as soon as possible. Thank you and stay safe!
My grill is very good
My grill is very good. Price was reasonable for product. Other than that there was really no service supplied. Grill Collection said that they would keep in touch with updates & that never happened. I called to check on my order & they replied that it was shipping soon & they would inform me when that would happen. That did not happen. I received a call from the trucking company informing that they were going to deliver the next day. Luckily I was home.
Other than that there was little communications.
17 décembre 2021
Réponse de Grill Collection
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We are terribly sorry for all the inconvenience this has caused, though, please know that this isn't the experience we want you to have. Don't hesitate to reach us via call, email, or text. Our specialist is working on this case and will send you an update as soon as possible. Thank you and stay safe!
in a word Fantastic!!!
15 décembre 2021
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Les entreprises peuvent utiliser nos invitations automatiques pour collecter des avis. Ils sont accompagnés du statut « Vérifié » pour indiquer qu'il s'agit d'expériences authentiques.
En savoir plus sur les différents types d'avis.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.