A company should be measured not only for their capacity in Quality Product but also in customer services. I purchased a Blaze Grill from BBQGuys. The Grill arrived perfect and on time. We installed the product and worked as expected. I noticed some issues and contacted BBQGuys Customer services and they always responded immediately. After a 11 months I had some trouble with some parts and with the warranty (BBqGuys offers New Leaf as a Service Provider in their web site - DO NOT BUY THIS Warranty) During more than 5 month I tried to get this matter resolved; I must said that although New Leaf Service never provided the service and warranty as they are expected the BBQGuys Customer Services people were always trying to get this matter resolved. Since New Leaf Service Contracts never responded, a Customer Services Advocated manager from BBQGuys was Assigned to me - Paul Davis - He was always patient and responsive, he led the process until its full resolution. I am very happy with my grill. Without a doubt I will buy and recommend it to purchase from BBQGuys....Just avoid purchasing the warranty option. Get your warranty from someone else. I wish if BBQGuy could offer their OWN warranty it would be a SIX start company. read more

I called Saturday to make sure the product was in stock they said it is and would ship one to three days. Got an email Sunday stating it would mail Tuesday. On Wednesday the product had not shipped. I called to make sure they really had the product and said let me check with the wear house and she said indeed it is in stock and would ship in 48 hours got an email Friday stating it would not ship for 2 weeks. This is messed up. read more

We ordered a simple accessory for my husband as a gift the 24th of May, it wasn't shipped out until the 27th and delivered the 31st of May. This is a problem when the advertisement on the website and confirmation email both guarantee a 24hour delivery. (Specifically says 24hour not next business day) So, we spent a bit more because of the time guarantee it would take to deliver the product. It seemed like a deal too because of you spent a certain amount the shipping would be included. So, I believed I was getting 24 hour shipping as a standard as this is what was advertised. Confirmation comes with shipping speed listed as 24hours, so I was excited. When I reached out to customer service wanting to know why I got the confirmation that it shipped on the 27th instead, Ashlyn with customer service did offer an apology a week after I sent the inquiry. When I asked for a coupon code or some sort of offer for additional products in the future the response I received is that "they can not give me free accessories and they apologize as they know that's not what I want to hear." I agree written word can be hard to decipher, however this is condescending and not at all what I was looking/asked for. I was looking for a degree of better customer service as a way to have returning customers. Point of the story, we did get the item we requested, late and not when it was advertised to arrive so if you're not interested on receiving items when you expect them and you're into customer service representatives who believe that offering an apology for their error, that isn't really an apology, than this is the place for you. Otherwise, the internet is full of other companies who believe your patronage is worth having. read more

Buyer beware do not buy from BBQ guys!!!! I'll try to get in contact with customer service they're very unhelpful, and at the same time I keep telling me that somebody will email me contact me by phone. They're willing and happy to take your money but will not give you your product when they say and will not guarantee it on time .buy elsewhere!!!! read more

First and last time online order. I ordered iron/ceramic griddle for my Weber grill, it showed item in stock and ready to ship. After ordering, I received confirmation as usual all good. A day later I received an email from customer center rep "Jessica", that they are working on my order and I will get an update when it is ready to ship. A week later same email, and a week later this time with estimated time of shipment another week later. Anyways after 3-4 emails and 3 weeks passed they shipped my item. After fedex arrived another week later. Griddle was broken inside the box since they didn't bother to put pack it properly and only shipped with manufacturer thin box. Ok - i remembered that "Jessica" and send her and support email for next steps. I can report another week passed after two follow up emails they are death silence. Went back to their web and they want to charge you back and forth shipping and other fees for returns. Are you out of your mind? Credit card reported right away. These guys are not professionals and crap.... read more

Amazing customer service. I never thought this would have been the outcome. Like an idiot I purchases a Napoleon Grill $3K and picked the natural gas option. Why? Not sure but now I have a grill installed in my outdoor kitchen, never used, that I can't use. I called their support desk just hoping for some kind of discount on the purchase of a new grill. After finding out Napoleon doesn't have a conversion kit she asked me to hold on. BTW her name was Hope, no joke. That is all I had was Hope. She came back and asked if I still had the original packaging/box? Of course I don't the grill is already in my summer kitchen. She put me on hold again and then came and said this magical words. If you but the propane grill keep the packaging/box and put the natural gas grill back in the box and return the grill, of course I have to pay for the shipping, and they would take the natural gas grill back as a return. I didn't believe her at all. But after I purchased the new propane grill Hope sent me an email with instructions/directions to return the original natural gas grill. They didn't have to do that but they are. Now that is awesome customer service for sure. I purchased all my components in my last outdoor kitchen and now I am glad I ordered all my components from them for my new outdoor kitchen. I had Hope in many different ways here. read more

I purchased my new home appliances and Outdoor kitchen at this business. The outdoor oven came broken and it took almost a month to replace a light. The dishwasher also came broken with a major issue, instead of replacing the unit despite the repair man's advice, they insisted on repairing. six weeks later, the unit was only partially repaired because they did not order the required part. After one cycle the entire unit broke again. The service communications were horrible. No one returned calls and emails in a timely manner and 2 months later I still do not have a functioning dishwasher. read more

Quick vendor review for anyone interested in the BBQ Guys who advertise here. The design team is pretty impressive and the products seem to be good, but their delivery service sticks horribly and the email advertisements are extremely misleading. I would give them a 2 out of 5 stars and I've purchased several items from them so far. - Quick vendor review for anyone interested in the BBQ Guys who advertise here. The design team is pretty impressive and the products seem to be good, but their delivery service sticks horribly and the email advertisements are extremely misleading. I would give them a 2 out of 5 stars and I've purchased several items from them so far. read more

My wife bought a Camp Chef Smoker from these guys for a Father's Day gift for me in May. Originally they said it wouldn't get here until August but ended up coming the weekend of June 5th which was awesome. Now for the not awesome part. I gave these guys a 2 star review because there was no notification that the smoker had shipped and we were out of town when it came. Luckily we had just installed cameras and the garage camera caught the FedEx guy dropping it off. The smoker was damaged around the hopper areas and the smoke stack and this is more FedEx fault than BBQGuys but this damage caused the auger to not work. I have tried to get in contact with BBQGuys for over a week, waited on the phone for over an hour, waited on the live chat for an hour, sent in emails to be contact as specified by their website but have yet to be contacted. I ended up fixing the issues with the smoker myself because I got tired of waiting and now I have it working but still no contact from them. I feel the communication is very poor from this company but who knows with covid-19 right now. I willing to reconsider my review if they would just contact me and go over my issues. read more

If I could put 0 stars I would. I ordered a stainless steel bbq set from bbq guys for my husband in plenty of time for his birthday. I chose this site because the shipment could be made in 1-3 days. 13 days later it still says preparing for shipment! I then call the customer service line and they have no answer for me. They state once they have a tracking number they'd let me know through email. I said that's not an answer, but give it another 48 hours. I never received a response. I then had to again contact customer service and they finally give me an answer. It is on backorder! Ok... why was it being sold on this site if unavailable. Why when purchasing was I not notified. Why after purchasing on any day was I not notified!!!!! I still have not received my purchase! Thieves! They take my money state 1-3 days for shipping and give me nothing with no updates even after contacting customer support twice!! DO NOT SHOP WITH THESE THEIVES!!!!!' read more

I purchased a vented log/burner fireplace set and needed to return it. It took a month to get the return labels and refund. I called nearly every other day. I was given misinformation on many occasions. They have a returns person who works only 2 days a week?? Then there's the elusive warehouse where most questions are deferred to. The whole experience was absurd! So if there's any chance you may have to return your purchase, I would suggest using another supplier. read more

Very disappointing experience. We bought a high end stove, complete set of lawn furniture, refrigerator, a very expensive fire pot for our yard and a ridiculously huge and expensive outdoor fan. EVERY piece that we purchased -EVERY piece- was defective in some way. What was surprising and very disturbing was the fact that we got pushback from them when we asked them to resolve the problems. Sure- they offer you lunch and beers while you shop but THAT IS IT when it comes to customer service. Heaven help you if things are delivered broken or incomplete. No return phone calls and a "sorry, but..." attitude. Go enjoy lunch and look at their selection but definitely buy from somewhere else! read more

Nice showroom. Calling them is a pain. They open at 10 am but don't seem to take their phones off night mode until much later. read more

Great Deal on The Lakeview Patio Patio Furniture Sets and wine coole for three of our homes. Delivery and Service was First Class, as was employee attitude. Looking forward to our next purchase. read more

I received a quote IN WRITING for a product which was good for 15 days. I called back on Day 12 or 13 and wanted to by the product. They said that their prices have changed (increased of course!) as it's a different month. I was stoned! What the hell! I had extremely difficult time to have them honor the price that they offered and confirmed in writing and was not yet expired! I had to talk to Managers and have a tough conversation, why, why, Goodness! Unbelievable and ridiculous! No respectful company does this to their customers, period! This place cannot be ''choice'' for shoppers, you simply can't trust them what they tell you. read more

We bought a Kamado Classic II Grill from BBQ Guys through Ebay. The price was excellent, and shipping was free and quick. The freight company called on a Friday about 6PM and asked if we could meet them at a local grocery store and pick up the 213 lb. grill! That was not happening. I immediately wrote BBQG through Ebay, not really expecting a response that night. My phone rang in less than a minute. Kerri called me and said to definitely not do that, and the freight company would have to arrange delivery with a box truck. She called the head of logistics who called the freight company and then me. The delivery was rescheduled for the following week, and we received 2 more follow-up phone calls, one emphasizing that even though we bought the grill on Ebay, the warranty was in full effect, and I should not hesitate to call them if anything at all was wrong. Then we got another call from Kerri's assistant saying that they appreciated our patience and were sending us a bag of the type of coal needed to fuel the grill and spices for free. Everyone has been so nice. We haven't tried out the grill yet, but I am extremely impressed with their customer service. read more

I placed an order for a Pizza grill and it never came. Was told it was stuck in California and would be in on May 25th . That was BS its now the 26th and FED x Had trouble finding it. Its in Utah making Pizza for someone else. I canceled the order and going to UPS to send the tools and cover back. Guess now I will be fighting finance company. Good luck with Shoppers Choice. read more

Within a month of us moving into our newly constructed house, we noticed the lid rusting on this ice bin. BBQ guys sent a replacement to our builder who came out with it a couple months later to replace. They installed the new lid and come to find out, it was warped right out of the box. As in, when the lid is closed there's a gap about an inch thick where hot air can enter. Now, BBQ guys and Blaze Warranty are refusing to try a third time to give me an actual lid that looks like it should, new and not warped or rusty. They said the time has expired on replacing the lid and that I caused the lid to be warped with excessive heat, well guess what....I never even used the warped lid because it wouldn't close properly. I put the rusty one back on. Maybe they should make a product worthy of the price because I paid $800 for mine, not the sale price of $599. They told me I could purchase another lid if I wanted, why would I want to do that when both the lids I've been sent are defective?!? Ridiculous. read more

Nice website and some decent prices.... However, buying from BBQGuys.com has been a terrible experience. I ordered a Lynx Sedona freestanding grill and cover on April 12 for over $3,200. The grill and cover arrived in late May, but without the cart. Customer service took a week to determine that the cart was "lost" before agreeing to send a replacement. I was then told the replacement cart would have to be manufactured, requiring an additional lead time. To be fair, their customer service reps are available and reasonably courteous. However, most did not follow up when they said they would. I had to initiate several calls and emails to keep the matter moving forward. I finally received the missing cart on June 23, more than two months after placing the order. If you buy from this company and encounter problems with your order, be prepared to deal with lengthy, annoying customer service ineffectiveness and runaround. read more

What a joke of a company ! It's like they never sold a product online before!! Don't bother trying to buy anything they are to put it nicely a bunch of num skulls ! read more

Product arrived damaged. I contacted ShoppersChoice representative Brandy Hutton, was told to send video - no response. Contacted them again, was told to send serial number, again - no response. Multiple phone calls - no response. Conclusion: buying anything from this "basement operation" leaves you on your own. There will be no assistance, no support, of any kind. Don't expect any calls or E-mails, if there's any resolution, it will only come from your credit card company, not this bunch of scammers. read more

Its difficult enough to make a purchase online especially when its of a substantial amount....not knowing if it will go smoothly, will it be the right product etc. I purchased a very pricey grill from this company that was listed as shipping out within 5 days....I received a confirmation email stating it will be shipping within a few days... Then a few days later I received an updated email stating it will not be shipped until 2 months later....(fraudulent advertising) I found the item some where else and requested a refund...That was to be given to me within 3 days....A month later they have not refunded my money and I had to deal with a rude rep who made sound effects like Im bothering her...I asked her what's the noises for we are talking about $8k she then put me on hold as a form of hanging up on me. Her name Nornesha (prob misspelled) I proceeded to call back and was directed to Stephanie who professionally handled the refund they said Ill have it in 3 days we shall see.....Not worth the hassle false advertising and not refunding this amount of money immediately is poor business practice and dealing with a rep who diminishes the value of my hard earned money is deplorable...I had a better experience with Woodland Direct got the same product $200 cheaper with free gifts within one week read more

This company is full of people who know what they're talking about. I had a hard time deciding which grill I needed and they helped me figure it out AND stay within my budget. They made everything easy and I couldn't have chosen a better place to shop for my backyard. read more

I purchased a vented propane log set using the BBQ guys "Gas Log Calculator". Delivery was great, undamaged and in a timely fashion once my installer unpacked and installed we tested the unit and he left. The remote would not turn the flame to low but we used the log set anyway for about 90 minutes when it quit with no warning. Upon closer inspection we found the battery pack had melted. I emailed customer service with pictures of the damage and the installation; they said the log set was too large for my fireplace and said the controller box was too close to the log set. I explained that I used their Log Calculator and installed the control box more than double the recommended distance away, with pictures, etc. After more than two months of customer service back and forth they said it was not their fault and referred me to the control box manufacturer: Skytech, saying Skytech would contact me and take care of the issue - they did not. I have reached out to them but I did not buy the unit from them and they are not responding. I emailed BBQGuys back with no response. I replaced with an electric fireplace. read more

I ordered a grill and cart on 5/23/20 that was suppose to in stock and ship in 1-3 days. Customer support by email appeared to be generic as I attempted to get a date for shipment and was not successful. I checked my order status and the grill shipping date was 8/10/20 (6-8 weeks) and stand 6/11/20. Neither date was 1-3 days for an in stock item. On 5/27/2020, I waited in the online chat que for a long time, I was connected with Matthew. He was professional and helpful. I told him I wanted to cancel the order bc of delivery dates. He told me my order was in stock and scheduled for shipment within the next 4-7 days. I advised him of the information on their website track my order 6/11/2020 and 8/10/2020. He told me the order could be cancelled but it might get shipped before the warehouse got the cancellation. I told him I still wanted to cancel the order. He told me once the order was cancelled my credit card would be refunded. BBGUYS charged my credit on 5/23/20 and the merchandise had not been shipped on 5/27/2020, so they have my funds and I don't have the merchandise and the dates for shipment are the middle of June and the Middle of August and this is May 27, 2020.Matthew did confirm in the chat that the warehouse received his request for cancellation and he had sent the refund to my credit card and it should take 3-5 days depending on my bank for it to process. Mathew was professional and helpful. This is my first experience ordering online ( I primarily shop online for most things) and being charged before the merchandise is shipped. The charge is $300+. Based on the above I cannot give BBGUYS any more than 1 star. I did ask for Matthew's supervisor's name as well as the owner of the company's name and a way to contact them to give him a shout out because his performance was excellent. I have not heard from them yet. read more

I ordered a Traeger Pro Series 34 the front shelf and a free cover was included. Two bags of pellets were also available if you input the proper code at checkout. At checkout no place to input the code. My order was in stock and said ships in 1-3 days. That did not happen. The order was placed on April 19, 2020. Partial order, Pro Series 34 and shelf, shipped on April 29, 2020. My partial order was received May 5, 2020. The tracking information I received from them was wrong. Once contacted by the shipping company and I received the correct information that transaction went without a hitch. Arrived on the date I set up with the shipping company and within the hours of the delivery window. Still waiting on the cover. The cover has had a PREPARING SHIPMENT ESTAIMATED SHIP DATE change 4 times. I have sent four e-mails to customer service in regards to the promo code issue with no return. If I messed the PRMO CODE thing up so be it, they should at least respond and tell me I am SOL. If you like receiving promotional e-mails more than receiving your merchandise or responses from customer service this is the company for you. I should have went local. They had a similar deal. Should have looked at the company reviews prior to ordering. read more

placed an order 7 days ago they haven't even shipped yet FORGET THESE AMATEURS.

Please avoid this website at all cost. I shopped for more than $5000 and was taken order by A women online who focused only at guiding me which brand to buy and when the order details arrived i matched to my kitchen did not match so I called and asked to cancel the order , but they said order already left the store. I called trucking company and cancelled the order and never got any delivery, but company said will charge my credit card for $500 without my authorization!!Shady service and shady website stay away. They do buisness with multiple names online but when you call them same customer service department picks up. read more

I have no doubt that the majority of the positive reviews are fake. Only on their personal site are their positive reviews, all the other sites are 1-2 stars. I ordered a sink, fridge, grill and drawer. Over $2000. ALL of the items came badly scratched and dented. The sink had been used as it was covered in water spots. Their offer...to send me scratch remover to try to remove all the scratches. THESE WERE SUPPOSE TO BE BRAND NEW AND WERE COVERED IN SCRATCHES. I sent TONS of pictures and kept being told they couldn't see any scratches and to send more pictures. This went on for several days (as you can clearly see in the pics they are very obvious and deep on ALL 3 PIECES) and was told I was more than welcome to return them but they would NOT be sending out replacements or I could try the scratch remover. When I received the scratch remover it was already opened, seal punctured, lid open and completely empty spilled out all over the package. DO NOT BUY FROM THIS COMPANY. You will regret it. Feel free to message me for pictures. read more

I went in with my dad who needed a part on his grill replaced. One of the staff members, Austin, was super friendly and offered to look and see if the part was still under warranty before we paid for a new one. The showroom was really nice and had great ideas - we decided to order some coverings for our patio while we were there and Reid helped us to do that. Overall, we had a great experience at Shoppers Choice and we found that all the staff members were very helpful without being too pushy. We'll be back read more

I would have left one star if the issue had not finally been resolved. Buying from the company is no problem, but trying to return an item is a nightmare. I bought a part for my gas grill that did not fit. I immediately ordered the right size and then attempted to return the product. First, I was asked to send a picture of what I wanted to return. Really. Don't you know what it looks like. After sending the picture, I didn't get a response. I waited three days and then called the company. I was told that luckily someone who could help me was right there and would send me an email explaining what I needed to do. I received an email but nothing was attached. I waited and waited. Finally I had had it. I called the number again and luckily the lady that helped me told me she would refund my money. Thank goodness. Apparently I should have been told that it takes several days for someone to respond after you send the picture. Know I understand why people use Amazon for everything. All you do is print out a return label and take it to the UPS store. I learned a very valuable lesson!!!!! read more

I am editing a previous review from 1 star to 5. After a less than desirable experience with my order and going from manager to manager trying to "fix" a mistake that wasn't "fixable" (pieces of my order were sold to someone else and were no longer replaceable), I was beyond frustrated and angry with this company. I had already paid to have what was delivered assembled so it wasn't easily returnable and I had my heart set on this collection after months of searching. I wrote reviews and emails and voiced my displeasure to the point that the Vice President of Shopper's Choice personally called me, apologized for his staff, process and the disappointment that I felt and made me an offer to "fix" the situation that was beyond anything I imagined. He completely turned the situation around and reset the relationship with his company in the most unexpected but appreciated manner possible. We had another lovely patio set delivered this past Friday. Though our experience did not start out as amazing as the finish, we would purchase from Shopper'a Choice again! read more

I bought a defective Blaze refrigerator from them online. The door gasket leaks and it runs all the time even though I changed the door. They have refused to honor the replacement warranty. I'd be careful if you are considering doing business with them. read more

ordered the patio furniture set from them. The web-site stated that the order will ship within 24 hours. In couple hours I got an e-mail notification that the table will ship tomorrow, but chairs are back-ordered. This was not acceptable for me, because I had to get the patio set before my son's birthday party. I called the customer service and changed the order to the cheaper set, which was in stock. 2-3 days later my order didn't ship and I never got partial refund back to my PayPal account. Called the customer service again. They apologized for the mistake and told me that the only way to fix the problem was to cancel the entire order, wait for refund and place the order again. Got refund within 4-5 hours, placed the order and than had to wait about 4 business days for the furniture to ship. Had to call customer service again before it actually shipped. I am thrilled about their shipping company either. The tracking number provided estimated delivery date. I had to take a vacation day to wait for the package. At the end of the day the freight didn't arrive. I called the shipping company, turns out I had to set up a delivery appointment. Ended up wasting entire vacation day. Finally furniture arrived yesterday. It looks okay from the distance, but the closer look reveals cheapest quality ever. Horrinble sand casting process. Oh well, made in China. Gotta lower my expecations. I do not recommend to shop at this place. Please go buy somewhere else. read more

I bought a Primo Jr. Grill through BBQ Guys that was represented by ShopperChoice.com. That was 4 years ago. The table I bought for the Primo was sold by BBQ Guys as a vendor for Primo Grills. It was made of Teak, or so they claim. It was oiled with teak oil but isn't made of teak at all. Numerous attempts were made to resolve this by me with Primo Grills. They offered to sell me another teak table at cost (450.00) but when you consider I had already paid 250.00 for a piece of Burmese Teak to mill and replace the parts of the original teak table that were rotting that just didn't make any sense. ShoppersChoice stepped in and reimbursed me for the 250.00 I had already spent on the Burmese Teak while Primo Grills did absolutely nothing. Love their cookers as they are still made in the USA. Please consider buying a table for a Primo Grill somewhere else. They are not "Teak" as advertised. Teak doesn't rot like the one they sold me. I know I'll eventually have to replace more and more of this table as it continues to rot and then eventually replace the table itself. It just won't be through Primo Grills. Thanks ShoppersChoice for doing the right thing. You get customer service. Primo Grills gets an F for having failed me miserably! read more

Don't do it. Terrible company. We bought the fire sense toulon 40 inch btu oval firepit table and it has been a nightmare. I have had to call over eight times which has been a waste of my work day of at least four hours. First the product was a week later than they told me it would be and then we get it and the cover is scratched and the burner does not work. They send us another burner, which was supposed to have easy instructions on how to remove the defective one and install the new one sense it was hours to put together. No instructions so I have to call again and was told they would be emailed to me within 24 hours. Never got them. We put it together the hard way and once again it does not work!! We light it with a lighter instead and the flame will only stay lit while you are holding the knob down (which by the way is behind the gas tank and very awkward to reach and in this position your face is right next to the flame and if it explodes like it does when you have to take the time to light a lighter and there a lot of gas it could be life threatening) So, I call again and am transferred to a very matter of fact man who tries to tell me that it must be us or our tank. (We have four tanks for our grill and tried two, no problem on the grill) He says he will send me another,as well as the glass that we had for it since we had two colors (cheap clear marbles on the bottom and expensive copper crushed glass on top so we could not add them to the new one as they would all mix in) and we get it this morning and once again, no instructions and missing the copper glass. Have to call again and this representative had me on hold for quite awhile and basically said too bad. I will never do business with them again and think real hard before buying anything from them because I see a lot of these types of reviews on here. I really wish I had thought to read them first! read more