Buschbeck Outdoor Living Ltd Avis 17

Recently made several purchases from this company and the products / service have been first class. Latest purchase was the pizza paddle set (to go with our fab oven). Arrived promptly and competitive price. Would definitely recommend

Excellent customer service Jon couldn’t have been more helpful, I do think some of the low reviews mis-represent what I found to be a great customer experience.

We’ve purchased the Dual fuel mangiafuoco Which looks magnificent, we had one element of the order missing , Jon popped this straight in the post to us, again can’t fault them

This so typical. When I was attempting to buy the outdoor pizza oven/rotisserie, they returned calls, were polite, etc. Almost immediately after receiving the oven (nearly 15k) the dome of the pizza oven cracked and basically fell apart. When I sent the pics I was told "head office has looked at this and this happened as a result of too much pressure". There was zero pressure put on the dome. I was then told there was no dealers in my area ( S. Florida). They then proceeded to send me a bag of clay and literally told me to fix it myself. When your spending money, you expect more than slick sales pitch and some good pics of what you though you were buying. Stay, no run away.

Appauling customer service

Bought a Buschbeck Rondo. Built a level base - put the first piece on - spirit level wobbling all over the place. Piece clearly warped. Repeated up a few more pieces. No joy -everything off on different directions, gaps of 1cm where pieces supposed to meet, etc. Finally got to the refractor and despite multiple efforts, trying everything upside down and back to front - no joy - I couldn't insert the supplied grille into the grooves in the refractor

Contacted shop. Several days later, got a reply that distributor out of country and they'd reply when they return (no emaila/phones abroad, I guess?). Over a week later, I finally got a response via the shop

The deformities are apparently an accepted part of the moulding process. I should fill the gaps myself, and they'd supply a new refractor. I mean, come on - the clue's in the name. The mould controls the shape. If there's no issue with manufacturing, it'll come out right.. not bent, twisted, wholly disappointing

The refractor arrived (or 2 out of the 4 parts) and sure enough, the grille can just about be slid in, so fine, I can just about get a workable bbq (or so I think). The whole things warped like Jeffrey Epstein, but that's on me/my eye to fix

I tried to fill the gaps. It means repainting the thing, but having spent £100s on a cement mixer, creating a 6" thick foundation and my own base to raise the BBQ up (because the price of their base is hilarious) - weeks worth of work.. I just want the damned ordeal over, and a working BBQ

I persist.. mortar everything together, and when all's said and done - a single finger pushing on the BBQ makes it rock back and forth like a baby's crib. This is clearly unstable and a hazard to mine and my neighbour's property

Again, I reach out to the shop, whom by now are completely ignoring me. I offer to keep the BBQ up for a week, so they can arrange for an inspection if they like - radio silence.

I'm sat here with a £1000 hazard to myself and my family, my property and my neighbour's, the shop ignoring me, the distributor intent on doing the absolute bare minimum (which turns out to far undercut the bare minimum), and so I resort to this...

Everyone can understand a mould gone wrong, the occasional bad batch, etc.. but it's how as a company you work to resolve your customer's issues that matter

In this case, I strongly advise everyone in the UK to give Buschbeck a wide berth, because if the 600kg BBQ is faulty or dangerous, you're completely on your own

[Edit] I see Buschbeck has replied below, and I have no option to reply to their reply, so here it is:

No, replacement parts were not supplied as requested. I requested a replacement BBQ, or a refund, as is my legal expectation - and was not given that. In the end, I settled for a replacement refractor, which was half supplied - if it would give me a working BBQ. This was not what I expected - a fully working, correctly formed BBQ. It is not what anyone expects when soending nearly £1000 on a BBQ. It was the bare minimum to get a just-about-functional one, with significant additional worked required on my part, and a complete lack of support on yours. The terseness of your response and lack of support further confirms that people should be avoiding you

I've had my Bushbeck Rondo masonry barbecue for over 3 years now. Gets lots of use as a barbecue and fire pit. To date it has been excellent. The purchase & delivery process were both straightforward.

We’ve been thinking about one of these for years, so decided to buy one last summer, reviewing it now as it’s pointless reviewing something that’s just been delivered. Gardensite is DEFINITELY the seller of choice, they are by far the best price (much better than from Buschbeck themselves) and, when you have a problem, their customer service is excellent. Delivery was OK, but realise it comes direct from Buschbeck without passing through Gardensite, so don’t blame Gardensite if there’s a problem with that. We dismantled the shrink wrapped delivery and moved the individual parts around to the back of our home - they weigh a lot. We stacked the parts and inspected them and noticed a corner off the ‘C’ shaped part and a hole where the concrete cast had been finished off. Additionally, the left hand firebrick which runs rear to front was not a true rectangle (it ran out on one side by ~20mm) so I photographed both parts and emailed them to Gardensite. The prompt reply said ‘I’ve never seen one as bad as that, I’ll contact Buschbeck’ which they did. In due course, I received a call from a bloke at Buschbeck (the sole UK importer) who did his best to tell me there was nothing wrong. I persevered as it was, patently, obvious that the firebrick was so out of true, the grill would slope down on one side. I was successful on that point, but not on the chip to the ‘C’ ring which I filled with a concrete patch and concrete dye as I didn’t want to look at that every time I used the BBQ. To assemble is no easy task, the instructions are schematic and bewildering, there are videos on the internet and I found one by a Canadian family which was very helpful. The Buschbeck videos are ridiculous, they look like they were filmed ~50 years ago. The quality is grainy and unclear and gives detailed shots of blokes carving meat or pouring Riesling to their frauleins. Also, don’t be fooled by the vids, they make it look so easy to assemble, two guys pick up pieces at arms length and lift them above their heads - it’s just not possible, I reckon the ones they show in the film are made of polystyrene not concrete. There are no dimensions mentioned anywhere on the interweb, I’d suggest buying the base to raise the whole thing 300mm so you’re not bending down to turn your sausages over. It took us a few days to assemble due to levelling the base and letting concrete set before we progressed, then I needed a second pair of hands to give me a lift with the heaviest parts, the whole thing assembled probably weighs half a ton, so you need strength / assistance and a sound base to build upwards from. Also, don’t try to reach up to put the parts together, I used two of those wooden crates that paving slabs come in and a couple of battens to stand on which worked well. Final dissatisfaction is - poor stacking of the parts by someone at Buschbeck meant a heavy, concrete, part was resting on the polished stainless apron at the front of the BBQ, so during transit, the parts had moved and rubbed against each other - consequently I see these dints every time we use the unit. However - do we like it? Yes. Does it do the job? Yes. Does it do Pizzas? Don’t know, we wanted a BBQ, not a pizza oven, but they make one that fits. Are we glad we bought this model? So far yes, we used it many times last year, hot days, cold days, wet days with us standing under a gazebo. Additional benefit? When we’ve barbied, I stick a few logs on and we sit around the unit to keep warm - they kick out some right heat without the outer hood becoming too hot to the touch. Will it last? Hoping so, but a year after purchase, I note some minor cracks showing in the firebricks, I am hoping there is steel within the casting like thin rebar to tie it together, there’s deffo some in the outer parts because a needle was sticking out of the concrete casting when it arrived that I cut off before it stuck in someone’s hand. Hope that helps you to make a decision.

Really disappointed with Buschbeck product and aftersales. Expensive bbq where the coal tray does not have sufficient airflow to reach and maintain cooking temperature. Buschbeck state they have never had a single complaint about this, but… for another £100 you can buy a steel Bushbeck coal tray that solves the problem. Really wanted to love this product but I would advise that you avoid Bushbeck.

I bought a Davos BBQ in 2020, and just a few times of use I noticed some cracks on the refractor base and walls. I wrote to Buschbeck.co.uk, which is from where I bought, but received no reply. Just a couple of months ago, the refractor base broke in the middle. I wrote to them again, but never received a reply. I am not expecting anything free now, because I know it is out of warranty, but to be acknowledged would be nice. I also thought that the concrete blocks that have direct contact with fire would be reinforced with some kind of metal wire grill in side. They advertise that these BBQs last for many many years, but this is not true.

Bought the Bushbeck BBQ and it arrived quickly. However aside from damage to couple of sections, main issue is poor misformed stone parts. Base so uneven the whole thing rocks violently so could not be built. When checking other parts these are mis-shaped too so that things don’t fit properly. Clearly no quality control. Very poor and have contacted seller for a refund. Glad I paid by credit card as I will chase them if supplier doesn’t play ball. Avoid. Not the quality you would expect.

Amateur customer service. Poor quality grill.
Chrome grill completely rusted within 8 months. Jon did not offer a replacement or refund only to upgrade to an expensive cast grill. Repeated attempts to obtain a receipt from Jon ignored.

These are big heavy BBQs so I thought myself lucky that Buschbeck UK managed to deliver one to me in 5 days from ordering - so I wouldn't let my guests down in my new holiday let. Unfortunately a major part turned up with a big crack - I thought I was stuffed but they immediately shipped another part next day delivery and I was ok. Well done Buschbeck - twice over!

I ordered two sets of BBQ doors on Saturday on line. I had three emails updating me of delivery status and my emails were answered within half an hour. Doors delivered on Tuesday morning - brilliant service thank you

This has to be the worst company I have ever bought anything from and the customer service is embarrassing for them to behave like this. After spending over a thousand pounds on BBQ and accessories, the zip of the cover was faulty.I emailed Lauren the sales manager and she said user error we are not replacing it. What? Never heard of that one before, these covers are £85 each and should last longer than 2 years.It is just an overpriced dustbin bag.Even the other accessories did not last the same amount of time. I would never buy or recommend anything from this company. Much better quality products elsewhere for less and with better after sales service.

Bought the buchbeck St Moritz Masonry Barbecue in March 2021. Arrived damaged which to be fair they rectified with some free accessories however on building it most of the sections were incorrectly formed so made it very difficult to assemble. Top section was wrong size for flue making it impossible to seat correctly. Mortar given was missing the cement agent and once set turned to chalk and made the whole thing dangerous given the chimney weighs a tonne and needs two men to lift . Would kill a child if it fell.
Don't bother with this product. Looks good in the pictures but clearly mass produced and no quality control measures in place.

I recently bought the a Luzern BBQ from Buschbeck
and as much as I like the style I was really disappointed when I used it for the first time. When taking of the food from the tray the grease drippedonto the front of the white granite and has marked it all and will not clean off.
I would advise putting a tray in front when cooking
I phoned to ask if this had been a problem with this style but they have not responded but this is par for the course.
I also bought the grill and ash pan it also has buckled by the heat I guess I will not hear from them about that either very disappointed

I placed my order via Internet Gardner on 29th June. They advertise delivery usually within 4 to 7 days. On day 7 I informed them that no one had contacted me to arrange delivery. They said that was up to Buschbeck to contact me. Buschbeck said it was up to the delivery company to contact me. Delivery was arranged for Friday 13th July. On the day of delivery I called up to find out where the delivery was, only to be told that it had fallen and was damaged. Delivery was rescheduled for 17th July. The BBQ arrived damaged and unusable. It was on a very small pallet and was quite top heavy. It was offered a new delivery for 24th July. I asked for a discount on an additional accessory, and was offered £15 discount. My order was over £800. I informed Buschbeck that the offer of £15 did not reflect the inconvenience caused. I asked for a refund. Had I accepted a new delivery it would have been almost a month from the date of order.

Fantastic BBQ. One problem with the grill not lasting but was given a replacement. No questions asked.

Extremely happy with purchase and with the service.