Reviews

Review Details

• Review fromLaurie L

  Date: 12/19/2022

  Might be a good grill, but NEVER order from their website! I placed a $75 accessory order on 12/12/22 (yes, for Xmas). As of 12/19/22 it still hadn't shipped, so I called (no option to email a message or live chat on their website). They said their Carrier only allowed them a specific number of packages to be shipped each day, causing a back-up. WTH??? Whoever heard of this?They said there was no guarantee I would get it for Xmas. There was NO warning or message on their website when I ordered about late deliveries. So I went to my friend ************************* and of course he had all 3 items for $1 dollar more (because of taxes). Cancelled order with Blackstone - Horrible customer service and Ridiculous excuses.

• Review fromMatthew D.

  Date: 08/17/2022

  Anytime I have to deal with Blackstone's customer service I barely get a response. This past time which I still do not have an answer to is because of their own product. I used their degreaser spray which clearly states you can use on the **** top. So I did and now there is a green discoloration coming from the **** top when it heats up. I waited two weeks for the first response where the girl blamed me and said that you want grease on your **** top because that's flavor...which I told her grease is a by product of cooking and it's oil you want on the griddle. (First time they tried to blame me and make a fool of me) After back and forth of her not giving me an answer she said she would get a hold of some people. Apparently Chef Nate said I used it while the **** top was on. Um no I read the instructions which told you not to. So once again Blackstone is blaming me for their product fail. I was told to wait for a project manager to answer to give me an answer. 11 days now since Chef Nate blamed me and two emails and still haven't heard back. I haven't been able to use my grill in almost a month now. Their products are good but their customer service really *****. The girl was very rude to me and felt like she was above me. I have put ********************* on the email chain to see if he cares about his customers and the issues they have. Why is it so hard to get customer service help from these people? Why can't they answer me? Their product has something on my grill that wont come off. How do you sell a product that tells you on the bottle what it is made to do and where you can use it. Every since I sent the picture of the bottle circling where it says you can use it on the griddle top they haven't responded. Hmmm maybe they realized they messed up!!

• Review fromKathy G

  Date: 07/22/2022

  I had 3 phone calls with Blackstone customer/product support PRIOR to purchasing a ** griddle because I needed clarification between the hood/lid/cover options. I was looking for a 2 burner griddle with a cover option to close over the top of the griddle when cooking. Each phone call assured me that the cover that came with the griddle could be used during cooking.When I received the grill, I realized the cover is not functional as a hood. I requested a return/exchange and was then informed the customer is responsible for shipping costs. I sent the griddle back as per the *** instructions via *** ground.The *** tracker confirmed the griddle was received, signed for at the ***** ** location on 7/8 however after several calls to ** **, I was informed each time the griddle was not located and my refund is still pending 3 weeks later.I understand there are often shipping errors and delays however, the ** communication both via phone and email are terrible. The ** staff used dialog as though they are speaking with a child and have absolutely no listening skills or critical thinking experience. I'm sure they are reading from a script which makes no sense with any response.If I could select a negative 10 star review I would, not deserving of one star. Purchasing directly from the manufacturer in this case was not at all a good experience. I did purchase the griddle with the hood from an alternate source and I am hopeful the griddle product will be much better than the ** **.-frustrated in **********