We purchased one of these grills through Lowe's in December of 2025. We discovered on 03/29/26 when we tried to use the grill for the first time (because who grills in the cold of winter?) that the delivery people had not assembled the grill correctly and left parts unconnected. The delivery company (XDT) refused to address the problem, so we contacted Chargriller customer service. They were absolutely useless and unhelpful and refused to send any technician to fix the problem. As a result, we are now going to have to return what is probably a perfectly good grill to Lowe's, and they will lose a sale. The customer service representative was snippy and totally unhelpful. I have nothing but a very bad taste in my mouth now for the Chargriller company and strongly discourage anyone from buying their products. read more

Horrible customer service! I have N $800 chargriller gravity 980. It's only 2 1/2 years old They have discontinued one of its best features, the remote control app for your cell phone. Stupid decision-no concern for those that bought their products I'll never buy their products and tell this story to everyone read more

I was looking to upgrade my Volcano Charcoal Grill that I carry in my RV and at the same time I wanted to explore the Kamado type grills. Although my instinct told me I'd likely be looking at the Big Green Egg or Kamado Joe options I had lots of concerns so I had lots of due diligence to do. There's no doubt if this was going to be a permanent solution at home the range of grills to choose from would be much larger however my challenges were the extreme weigh of the ceramic option and also it ability to travel well without breaking and in the beck of my mind I was thinking do I really want to wrestle the weight of a ceramic grill while camping. The grill I am replacing has a 14" diameter grate which has never been an issue when cooking for the two of us so the Char-grilled Akorn Jr quickly became the one I was leaning towards, this steel Kamado weighs in at approximately 33 lbs vs nearly 127 pounds of a similar size ceramic grill and the cost, the Akorn Jr in blue was $169 vs the 14" ceramic models start at $577 plus I eliminate the risk of a fracture while driving down the road and probably saved my back down the road. This little grill arrived nicely package and undamaged - after opening the box and inspecting and verifying all the parts and hardware were included. I started the assembly process. I only needed a medium flat blade screw driver (a 7/16" nut driver or socket would work well too) to complete the assembly. I finished the job in about 20 minutes after following the simple directions and illustrations, all the parts aligned and fit together precisely. After registering my purchase online I was ready to fire this baby up and get her seasoned - the initial firing worked perfectly, the dual dampers enabled me to get it up to 400 degrees and maintain that temperature for an hour after oiling up the grates and reinstalling them. My first impression after throwing a few pieces of chicken on to test her out is that I like it and although I wouldn't expect it to last a lifetime I think for the cost it's a great value especially for anyone just getting into this style of cooking and this is definitely the perfect solution for the RV - no regrets here... read more

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My wife bought me a grill for Father's Day. It was missing parts. Her we are 6 weeks later and they still have not sent the part. Customer service is a joke. All they can say is their warehouse is backed up and the response I got today said it could be another 30 days. Don't buy from this company! read more

I would give them 0 stars if I could!! Absolutely 0 customer service!! I had to order new grill burners because the ones that came with the grill quit working right after it rained. All three burners just have a weird flame! Making the grill USELESS!!! Been waiting on my new burners for 3 months now!! They charged me for the burners the same day I placed my order, NEVER BUY ANYTHING FROM THIS COMPANY!!!! read more

I purchased a $200+ BBQ/Smoker. The grill grate that one places charcoal on totally melted after several uses - it totally contorted, as did the heating rack above the cooking grates. I was told by customer service that I was to blame for the issues because the grill overheated and I "used to much natural lump charcoal." I have never had any issues with metal melting using cheap $30 Weber grills for 4+ years, using the same amount of lump charcoal. Never. Given the number of times (few) I have used the grill, the low to medium temperatures I used the grill at, and the extent of the metal grates melting/twisting, it is obviously a materials-quality issue. The outside of the grill is nicely built - no complaints, but they are obviously using substandard materials for their internal parts. #Chargriller customer service is snotty - and of course they did not honor the warranty. Caveat Emptor read more

Garbage customer service. I was accused of lying to them and that their products couldn't possibly have any issues because they are of great quality. I agree with the earlier review that the metal is cheap. If you're going to spend some money, save up some more and buy a better brand. Or save some money and get a Weber, at least they put the customer first. Char-Griller has terrible customer service and they will not always honor their warranty. All I was offered was a meager discount to buy another one of their terrible parts. Check the Better Business Bureau for their grades; I wish I did before wasting my money. read more

Don't buy any of their products. Products look nice on display but don't be fooled. They use rusty cheap metal they claim is heavy duty on their grills. They coat it in an inferior powder coat paint that flakes off during initial use. They accuse the consumer of overheating grill to deny their so called 5 year warranty. I seasoned my grill all over inside and out with recommend vegetable oil. I used it twice and on the first use paint was flaking and the rusty metal was exposed. On the second use grease was seeping through a poorly welded seam on the base of this grill and the exposed rusty spot started forming a hole. In addition to denying my claim they told me I should file all the metal myself and paint it with a high heat paint. Shouldn't they do that in the manufacturing process? I was hung up on and insulted by their manager and the rep and assistant manager were rude also. It's laughable that immediately they put up their defense blaming consumers for overheating a charcoal grill with charcoal. I didn't use jet fuel, gasoline, or lava to grill. They have a history of blaming customers and denying legitimate warranty claims. Just look online. Had to disassemble and return to Home Depot. On a side note I did purchased the custom cover. Again no excuse for this experience.... read more

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Don't buy their prodcuts!!! Customer service does not exist with this company.

Excellent customer service. Newly purchased grill had a broken cast iron grate (1 of 3). We emailed the info requested for a claim yesterday and received confirmation today a replacement grate is being mailed and will arrive in 5- 7 days. Very easy process and grill looks great! read more

This grill is by far the best I have used. Cooks evenly, temperature gauge is also helpful. Wish I had pulled the trigger long ago. Even got a cover to protect it, want this for a long time. read more

We love our grill and recommend it. Additionally, the company stands by its product. My Char-Griller Kamado Kooker is more than two years old. It needed a replacement thermometer and I called the service number to purchase a new one. The very polite, professional woman I spoke with advised me that it would be covered under warranty. I was shocked. Three days after the call, I received a replacement thermometer at my home at zero cost to me. I commend Char-Griller for standing behind its grills. I have not experienced this incredible level of product support for some time. Thank you - T.B. read more