Weber-Stephen Products, LLC - Palatine, Illinois

Travis R.

I bought a Weber Lumin direct from Weber. It’s electric. It’s so weak. It’s not really a grill. It can’t build and hold heat enough to be called a grill. It’s expensive for what it is and it doesn’t do what it is marketed to do. To reach grilling temps, the lid needs to be closed for 20 min on a hot day. Part of grilling means I need to open the lid to add food and flip the food. I can’t leave it closed for 20 min between adding and flipping. Anyway, I asked to return it for a refund shortly after buying it. Weber will not take the grill back or give a refund. This can’t be the same company that has made great charcoal grills for decades. I trusted them on the electric grill and they let me down. Now they are leaving me hanging too. They won’t stand behind their grills. I’ve had multiple calls with customer service and back and forth emails where I insist the grill is weak, I’m unsatisfied and want a refund. They won’t do it. There is nothing else for me to do now besides tell everyone I can that the Lumin grill is a flop and the Weber company isn’t worth doing business with. Buy a different brand.

Paulo S.

If I had known that the BBQ would be of such poor quality, I would not have bought one from Weber. Just like the warranty that is simply misleading.

Dave N.

For 40 days I have been trying to get a helpful customer service response fin relation to my new Weber grill, ordered on line from Walmart, and shipped directly to my home. My problem seemed simple-- the latch will not work to secure the lid. It took several emails until I was promised that I would get a part. Periodically, I get an email (from a different name each time) saying that Weber Support tis about to consider my case to be "resolved." I have no delivery date for the part which has been "backordered." While some off-shored customer service might work, Weber's "customer service" outfit seems to be in the region of India (judging from names offered); no one individual has been responsible; and so far no one has called me. I hope that someone involved from Weber notices this review and cares enough to respond.

At this point, while what I purchased in some respects is a "nice grill," it is not fully functional. The name of "Weber" used to stand for quality when it came to all things grill-related, I do not now feel convinced.

I have been extremely patient. Weber still has a chance to save me as a customer. I left a message on the answering machine at the corporate office in Illinois. I will amend this review if action warrants. But so far I have nearly 6 weeks and several hours invested in trying to get this issue resolved, which is most unfortunate and very frustrating.

Chris M.

The warranty is meaningless when the replacement parts are never in stock. Grille has been unusable for half the summer while we wait for a simple hose and regulator, and the customer service refuses to send the other hose that's available for purchase on their site that is obviously compatible. Weber should be ashamed of themselves at this point and has lost my family as a customer. Next gas grille I buy will be a Napoleon.

G K.

I am writing to express profound disappointment with my recent purchase experience at Webber - a company I believed upheld higher standards of customer service.

Upon placing my order, I quickly realized it wasn't the right time for an upgrade to my grill and called the next morning to cancel. Despite not receiving an order confirmation or number, a representative assured me the order was canceled and that nothing would be shipped. Yet, I unexpectedly received three accessory boxes. When I contacted Webber again, I was promised return shipping labels via email, which never arrived. To complicate matters further, a freight company appeared at my doorstep to retrieve a grill I never received, tried to collect the accessory boxes which I refused to return without proper documentation, and then asked me to sign an invoice for the nonexistent grill I never even received. That invoice clearly says ”Grill is on your dock” - I declined and took a photo of the invoice which erroneously noted that the grill was NOT in my possession.

Despite my numerous attempts to resolve this issue, I have been met with a disappointing lack of response. Promises of emails and labels have failed to materialize, and assurances of a full refund have not been followed through. NOBODY CARES!!!

Given the lack of resolution, I am left with no choice but to consider escalating this matter to small claims court and publicizing my experience through reviews. However, I am reaching out one last time to see if the CEO values customer satisfaction and is willing to rectify this situation.

Anthony Y.

Needed some parts for my Weber Smokefire pellet grill. Called and was told I would be sent the parts with 2 day shipping no problem. It’s now been a week and I’m still waiting. Tried calling multiple times and get a different answer every time as to where the parts are. Keep getting told it’s escalated to management and will be resolved. Also keep getting told a manager will call me back, but they never do. They’re also never available to talk on the phone. As of now I’m advising everyone I know to stay away from Weber! If they resolve this issue I’ll update.

Ken S.

Was a great family owned business years ago. Horrible company now, they won't pick up a phone, can't get parts and the product is getting more expensive but quality it Horrible now.
Don't waist your money

What a shame !

They should have negative stars......

Darren D.

Portable Go-Anywhere Gas Grill now comes with a warning to use heat resistant barbecue mitts or gloves when operating the grill. Never had to use a mitt on the 20 year old Weber grill this replaced but you should take this warning seriously. Fixed the handle, see photo. I would not move it until the grill cools down after cooking because I only replaced the lid handle. They did support this issue but stock wood handles would have been better.