BBQGuys.com Reviews 

Ordered outdoor furniture. All items said “item will ship from our warehouse July 21-23.” Whole family was excited to get the furniture and be able to enjoy it. Placed order on July 20. July 21 after paying for items I received an “update to your order” this said items are “set to ship Sept 08” VERY UNHAPPY. September 8 is NOT July 21-23. Would like to be refunded until the items actually ship.

Disappointing Customer Service After Spending Over $3,500

I purchased the Gozney Dome XL Gen 2 Propane Pizza Oven (Off Black – GMPOBUS1825) along with the stand, shelf, placement peel, turning peel, and the Gozney Dome Gen 2 Neapolitan Arch (AM1987). As part of the promotion, BBQGuys also advertised a cover, oven door, and pizza peel with the purchase.

After placing an order worth more than $3,500, I expected a smooth experience. Instead, I received repeated text messages changing the delivery date from one day to another.

When everything finally arrived, I discovered the oven door was missing. I immediately emailed customer service, but no one ever replied. I then contacted them through live chat.

The response I received was disappointing. I was told:

“This was a gift. If there is an item missing, I can send out a replacement, but this was already a free addition to your order.”

Nothing is “free.” I spent over $3,500 because those advertised items were part of the purchase offer. Calling them a “gift” after they fail to deliver one of them is not acceptable customer service.

To make matters worse, the Gozney Dome Gen 2 Neapolitan Arch (AM1987) they sent is too small for my oven. I emailed them about that issue as well, and again, no response.

The live chat experience was also frustrating. Instead of taking ownership of the problem, they repeatedly asked whether I had checked all the boxes and focused on shipping explanations rather than addressing my concerns.

My biggest concern now is what happens if something goes wrong with the oven itself? If this is the level of customer service for a missing accessory and an incorrect part, I have very little confidence that warranty or future support would be handled properly.

The products themselves are high quality, but customer service is a major disappointment. For a premium purchase at this price point, I expected much better communication, accountability, and support. Based on my experience, I cannot recommend buying from BBQGuys.

BBQGuys delivered exceptional customer service. When I had an issue with an outdoor kitchen I ordered, Pinky and Qunetta Stewart efficiently resolved it to our satisfaction.

Terrible customer service. I ordered a patio umbrella, paid for it. Three days later I received a notice the order had been cancelled and my payment was being refunded and I needed to place a new order. USPS had changed my zip code by one digit since my last order. They did not recognize the new zip code and would not process the order under old zip code. They could or would not process the order. I was told to reorder if I wanted the product. InInsanity! Would not recommend this company.

The salesperson was awesome (only reason for the two stars). We received it but the stove part was dented and of course the lid doesn’t sit flushed now. Reported it per instructions with pictures and waited. Still waiting…Got the glass rocks and the package was destroyed and rocks (yeah I know they have jagged edges doh), the edges were bruised and crazed with white crushed zones. Totally ugly but nope your rep disagreed and said it’s all good. Had it looked at by others and nope they are damaged (why did I even have to do that)?Would you folks pay for this and accept it?? Now we are going into our second week and I am still waiting for the stove “decision” - guess I will be told to live with the dent too but pay the price and stuck with bruised glass but the set cost over $3,000 but let’s save money and not help the customer on less than $100 rocks that are totally unsatisfactory. Really how you do business??? Sad…we have to “fight”. Will not recommend doing business with you to anyone since I am now caught up in this game of waiting while I pay interest on a product I can’t use. Sadly disappointed. Definitely not customer service oriented after the sale.

They will not stand behind their product. Don’t believe the warranty hype. They will say it’s something you did wrong.

I ordered a Weber SP-E-335 grill. I had never heard of bbqguys.com so I was hesitant to order. I called and spoke to one of their sales people before I placed the order. They set my mind at ease, assured me that is was in stock and I went ahead and ordered the grill. It was here in less than a week. I did have an issue with a defective grill grate which Weber immediately corrected. I had multiple correspondences with BBQ guys support department. They were responsive. They replied quickly to each email and in general were helpful. I would not hesitate to order from these folks again.

I have ordered several sets of outdoor furniture from BBQ guys. The product quality and service I received have been exceptional! Special thanks to Gia - you are wonderful to work with. Thanks so much BBQ Guys!!

Placed an order and received notification we would have tracking info within 24 hours. Didn't come. After a week we call to cancel. After a very long wait for a service rep they say they can ship. We accept. They miss the ship date! Wife takes another day off from work to receive after confirming by text the delivery date. We call the trucker day its expected to arrive, and they advise its not on the truck. These "Guys" are a joke. They don't appear to have anything in stock and their CS support is terrible. will prob have to open a dispute with the CC company. Tom

Ordered over $19,000 worth of equipment because I was told they would help me with my design. It's taking an act of congress to get a response from our salesman. Just ghosted us so we got someone else to help us and all they sent was a prototype of what I myself drew up with no dimensions whatsoever. Been trying to call and guess what? Ghosted again. Have about another $10,000 worth of equipment to order and it won't be through BBQ guys. Look elsewhere if you don't want to be ghosted.

Superb communication. Very responsive. Knowledgeable about the products. Competitive pricing. Post-order---still excellent communication so that I know what the status is. I purchased a fire table, so it will come by freight. So far, communication has been excellent so that I know when the ship date is, how to prep for receiving it, etc.

I called for a replacement part for a Firemagic hood that i got from them and he told me they were a bbq store, not a hood store. i reminded him that their name is bbqguys buy they sell grills, hoods, ice makers... everything for an outside kitchen and i know that bc i bought the appliances from them. He then said, "yeah, maybe but we dont have the parts". Do not get ANYTHING from these people if you ever expect any time of service or even just a little courtesy. EXTREMELY rude and not helpful.

I had an excellent customer service experience. Julie was friendly, professional, patient, and genuinely willing to help. She listened carefully to my concerns, answered all of my questions clearly, and made sure my issue was resolved quickly and efficiently. Her positive attitude and dedication to providing outstanding service made the entire experience pleasant. I truly appreciate their help and would be happy to receive this level of service again. Thank you for going above and beyond!
I recommend BBQGuys 100 percent

Read VERY carefully. DO NOT BUY Napoleon Grills direct or through anyone else. I owned a Napolean Prestige 500 and loved it. Had a desire for larger so got in touch with the BBQGuys sales team and they were amazing. I had bought a 600 series and immediately wanted the 825 so they reversed my sale and got me an 825. Arrived like 8 days later due to their efforts to accelerate delivery for me. The 825 arrived and immediately i found a hole on an ancilary gas line. i contacted customer service at Napolean and got no where. You cant get anyone to talk to. And, their website isnt intuitive at all. They want you to merely order a replacement part under warrantee. I went back to customer service at BBQGuys. Chat isnt a bot. Honest to god, Jon called me. Called me multiple times to get ahold of me. Called me back when he figured out what part i needed. Called me back when his team expidited the order. Called me back to make sure i got the part and it was installed. These are REAL people who ACTUALLY help. They dont point fingers. DONT BUY Napoleon (heck, why buy anything?) direct. I needed BBQGuys to talk me off the ledge and help me understand the issue, my choices, the solutions. Time and time again (due to the lemon Napolean sold me and took zero ownership for doing.)

Long story short, shipping dates keep changing or items that were supposed to ship are now "delayed". If they don't have products or can't acquire them, they should let potential buyers know.

Bella was the person I corresponded with and she was a jewel. Great experience and highly recommend this company.

do not buy anything from this company they use a 3rd party shipper who does not give a shit. you can't return even if they screw up. they want to charge fees for their mistake
STAY AWAY !!! but at the local store

Ordered Weber Ranch Kettle 37-Inch Charcoal BBQ Grill. It took them 2 weeks to ship while Amazon provides next day delivery. The grill turned out to have defect on the lid.
I contacted them for solution, they wouldn't provide anything useful so I asked to return it. They first said we need to pack it and send a picture so they will send someone to pick it up. We did what they asked, all of suddenly they said we need to bring it to Fedex ourselves and paid for the shipping.
This is a horrible horrible company with a lot of scam strategies!!!

On 06/03/2026 I ordered a patio table and 4 chairs for over $1400.00. I received an email within an hour that it had shipped. on 06/04/2026 R+L Carriers sent a text stating will deliver your shipment on 6-11-2026 between 10:00am-4:00pm. and I needed to confirm which I did.
on 6/11/2026 I waited all day but no delivery and no messages from BBQGuys or the carrier. On 6/12/2026 at about 10:30am a text from the carrier that it was out for delivery. Again we waited all day, no delivery. At about 6:45PM another text item has been delivered with a picture of someone else's house.

I immediately called the carrier and BBQGuys neither was willing to help at all, I had to wait until Monday for both. The carrier promised to contact me on Monday. I told the BBQGuy to cancel the order and they can figure out how to pick it up.

On Monday 6/15 I received an email from BBQGuy's completely ignoring the fact that it was delivered to the wrong address and telling me if I was unhappy to process a return request, I'm sure at my expense.

Luckily we were able to determine where it was dropped off so I had to go there disassemble the pallet and load it into my vehicle. No thanks to BBQGuys

UPDATE 8/14/2026: In response to this review BBQGUYs refunded me $200.00. As a result I raised my rating from 1 star to 3. We are happy with the table and chairs and hopefully they will be more responsive to customer problems in the future.

First of all, are buying experience with the BBQ guys and a new grill 4 1/2 years ago (December 2021) was great! We had absolutely no issues or complaints on the purchasing and delivery of the grill, the condition, etc. Fast forward four years + later, my husband contacted them to get some replacement parts. Unfortunately, they were unavailable,however, they honored their warranty 100% . The response time was immediate, as in the same day!!!! They offered a full refund or a replacement of the same product. We opted for replacement because my husband really, really loves the grill. They shipped us a new one the very next day and we received it one day later!!!!! The customer assistance was smooth, friendly, and very prompt. We will gladly buy another from them when the time arrives, but meanwhile, will spread the word to friends and neighbors. This company deserves an A++++ for product, warranty, and customer service!!!!