Reviews

Review Details

• Review fromJonathon M

  Date: 06/12/2024

  Horrible non existent customer service. Spent $800 with them and cant even get in touch with anyone about my damaged griddle!! Wish I had researched more.
  

  Blackstone Products

  Date: 06/20/2024

  Hello! We are sorry to see this. We apologize for the delay. As you will read in the email we sent, we have been selling a lot more griddles this year than we expected, and our team was not staffed properly. We understand this causes an inconvenience when trying to contact our team, so we are working on hiring more agents. We have sent you an email regarding the griddle you received, and we look forward to hearing back!

• Review fromDonna R

  Date: 06/11/2024

  Just received my purchase yesterday (6/10/2024). We lifted the box up and screws and washers came out the bottom, sounded like loose change in my pocket! I started a live chat, AI robot -sucked. Then ************** entered, and no response just 3 dots. Called X 5left msg x3 and waited on hold 38 min and 52 min. I have pictures of course. The worse thing is it came in a box with a huge picture of the griddle on it so thanks for surprise for Fathers Day ??. My next step is to file a dispute with **************** at least they will help me. Long story, but I wasted time and $600 with this horrible company and their crappy customer service!
  

  Blackstone Products

  Date: 06/20/2024

  We are sorry to hear that. It looks like our team sent you an email yesterday apologizing for the situation and they provided some options. We look forward to hearing back from you!

• Review fromMary C

  Date: 06/10/2024

  Very disappointed with the grill I purchased. After two days and waiting hours on the phone, was never able to reach anyone in support or sales. I have written using a form I found on-line to advise the problems I am having withe paint peeling and rust, however, the form does not seem to go through.I bought the grill about two years ago and only used it a couple of times. The grill has had a Blackstone cover on it, as well as being left under a covered porch outside my kitchen, so it is not exposed to harsh weather. Additionally, I live in **, so we do not experience very cold weather in the winter. I have never had the body of a grill not only rust but, have the paint peel off. What can be done to correct this? I like the grill but, it looks terrible. The model number is: 1924. . It has been impossible to reach anyone on the phone!I noticed there are many complaints on-line concerning this same issue. Please advise what can be done to correct this issue. I have photos, as well for review. Thank you.**************
  

  Blackstone Products

  Date: 06/20/2024

  Thank you for taking the time to leave a review. We are sorry to hear about this. It looks like our team sent you an email offering a new griddle as that peeling should not have happened.We also apologize for the long wait. Our team has been understaffed this season as we keep selling more griddles than expected. Our team is answering calls as quickly as we can, but the wait times have been far too long. We look forward to resolving your case!

• Review fromScott B

  Date: 06/04/2024

  I received a grill cart with damaged parts. Probably damaged via shipping. Either way, in an attempt to get replacement parts I tried chat during business hours. No agents came into the chat. I tried their email form in their website. Been a week, no response. Sent an inquiry through Walmart.com (I bought it on their marketplace) been 2 business days, no reply. I now have to take the whole thing apart, pack it back up, and return it. Thanks for the massive waste of time. I did a quick search and Im finding a LOT of recent negative reports. It appears their products are breaking more and they cant stay caught up with complaints. I would avoid Blackstone until they can start properly supporting their customers.
  

  Blackstone Products

  Date: 06/08/2024

  We are sorry to see this! It looks like in your most recent chat, you were connected to our team (6/6) and they never got a response from you. That being said, we sent you an email to get this taken care of. If you already returned it, we are sorry.

• Review fromJoah L

  Date: 06/02/2024

  As many of the reviews say:Box delivered heavily damaged, some of the drill holes don't line up right, middle hydraulic bracket should already be installed upon purchase- you shouldn't have to take it apart to put it together- from the packaging, to assembly requirements, to the build job of the product- it's just lazy and poorly done to save a dime.Food tastes good, but literally any griddle is going to be less of a nightmare than this thing.Will probably get a customer service response of no accountability and it's obviously everyone else's fault.Thank goodness for this company going viral on tiktok because otherwise they'd be out of business.Only good thing I have to say is we won it at a charity raffle so we didn't pay for it. Would have returned otherwise.
  

  Blackstone Products

  Date: 06/03/2024

  We are sorry to hear this! Assembly is never meant to be a nightmare as you described. We really appreciate the feedback. Unfortunately, we don't have a ticket or registration under the email provided. We would really like to dive deeper into those recommendations you gave. If you can, please send an email to ******************************** and include any photos of damages to your griddle and a model number as well as any other concerns you may have. We always want to provide good products that make your life easier. We hope to hear from you soon.

• Review fromEva R

  Date: 05/28/2024

  I have enjoyed my griddle the tables on the sides really help with prepping my food I have had a 28 inch for about 30 days we did buy the Blackstone seasoning and prepped our grill 4 time I also bought some attachments the magnets that hold your spatula, tongs and scraper those are great the other thing was the metal bar that attaches to the back that hold your spatula while cooking plus the other bar helps with your food not going in the hole you drain your grease in people say it doesnt cook even I have noticed just a little but my food that is done I move there for the slow last minutes of cooking I really like the electric start button it works great mind came with a lid which I think they all should it protects my griddle it has a great cover that feels like leather really all around good quality griddle and accessories we love our griddle best investment we did
  

  Blackstone Products

  Date: 06/03/2024

  Thank you so much for taking the time to review your purchase! It is always great to hear when customers are enjoying their griddles. We also love the tips you suggested and want to thank you for trying out our accessories.If there is ever anything else we can help with, please let us know at *********************************

• Review fromMario S

  Date: 05/23/2024

  Burner o****** broke during propane to gas conversion. Blackstone refused to warranty part even though there are numerous complaints online regarding the same issue. Blackstone will not sell the individual valves and doesn't carry much stock seeing as I have to wait 8 weeks for this part. Would never have bought a Blackstone had I known. Would have gone with a ***** or Pit Boss
  

  Blackstone Products

  Date: 08/26/2024

  We are so sorry to hear that the o****** broke while you were converting the unit! It looks like you had reached out to our U.S. customer support, but you are located in ******. Unfortunately, we can not ship to a Canadian address from our U.S. Location. We checked with our Canadian team, and they should be able to help if they haven't already. If you need anything further, please let us know.

• Review fromTimothy D

  Date: 05/20/2024

  Worst product and worst customer service every I got burned really bad by their product and tried to contact them via email, live chat and phone and got no one I uploaded photos but no luck buyer be ware
  

  Blackstone Products

  Date: 06/03/2024

  We are sorry to hear about your experience with the burger press! We did see that you weren't able to connect to a live agent. We sent an email back on the 23rd, and haven't heard back, but we are sending another one to you now. Please respond to us so we can help you. Thank you!

• Review fromMonique W

  Date: 05/19/2024

  I'm not a happy camper I reviewed my grill with damaged parts. I reached out to customer service and still haven't received a call back also I reached out to ****** and its been over 30 days and still no answer! This is bad business and I was told by Affirm that's a 10 percent restocking fee of ***** ! This is ridiculous and can someone please ?? help me?
  

  Blackstone Products

  Date: 05/20/2024

  We are sorry to hear about this experience! It looks like your ticket was sorted to one of our agents who was out on sick leave, and it got routed incorrectly after that. One of our supervisors is going to reach out to you shortly regarding your ticket. We hope to get this resolved for you quickly.

• Review fromJames Steven Y

  Date: 05/12/2024

  I purchased a Blackstone griddle in January of 2022. The top and sides of the griddle have rusted. I use a cover but this has not helped. I love to griddle but the rust is ridiculous.
  

  Blackstone Products

  Date: 05/13/2024

  We are sorry to hear about this! Our team would be more than happy to help. We sent you an email with a request for photos so we can understand where it is rusting and what we can do to help get it fixed. We look forward to hearing back!