Weber Customer Service

I am totally frustrated with Weber. I have purchased $6000.00 worth of grills. My newest grill arrived and did not work properly right out of the box. After an hour on hold, I was sent parts that took me an hour to install. Still not working! I spent another hour with customer service. More parts coming.... I am so disappointed with Weber. It is not easy for me to,take apart a summit grill and attempt to fix it. I am nervous that the repair is not done right and it will blow,up from a gas leak! The customer service rep could not figure out the bad parts. Told me I need to read the schematic. This grill,did not work,from day one!

I live in Canada and a month ago I requested a refund based on a money back guarantee and I have heard countless excuses blaming a shipping company for not arranging it and they cannot get a hold of anyone. So I am out $1500?

Why don't you have include a temperature gauge with your bbqs. It's like selling an oven and saying put your hand in to see if it's hot .. ead

I had a problem with carbonized grease on my removable bowl liner on my Q 1400 electric grill. I contacted Weber as to how to remove this and got some suggestions. However, when it was clear that the carbonized grease would not come off, I advised Customer Service that I would need a new removable bowl liner, I contacted them several days ago and have not heard back. Very frustrating and unprofessional.

I have a weber electrical grill.. ı live in bodrum turket.. ı have to change the rezistance of the grill but unfortunately ther is no any spare part ün Turkey.. how come weber exports products to turkey and never cares about the beed of spare parts?

I am trying to order a replacement motor for a rotisserie for a weber charcoal grill. Tried the website first. It suggested that I use text messaging to contact Weber. It did, but it was a chat bot that would not proceed past the demand for a grill serial number. The rotisserie kit was purchased separately from the grill and does not have a serial number. The text chat bot then said that I would have to call their telephone support number. I did. I wound up interacting with the voice version of the same chat bot that was used for the text interface. It demanded the same non-existent serial number to proceed. When I could not provide such a serial number it hung up on me. I could not find an option to talk to a real human being.

I bought a Weber spirit bbq approx 4 years ago I called numerous times to complain thst the whole bottom structure is rotted away and ready to fall apart. When I called they said they will send me parts st my cost. I told them I'm 79 yrs old and my family and friends always bought Weber grills in the past. I was out on hold before I spoke to a supervisor who wanted to sell me parts I told them no. Ithink Weber should replace the whole soirit grill with 3 burners. The woman told me no it's not ur policy? I don't think a huge company like urs should treat customers this way I send pic of rusted foundation. I'm hoping that ur company will do the right thing and replace my rusted grill with a new one hope to hear back from u soon thank u

I bought a Webber spirit used one time for a barbecue worked great. A year later. With a new tank. It failed to heat up. I did all the sequence of steps to sure I was starting it correctly. I called custom service. However because my purchase was over a year they ended up charging me for a new regulator. I don't think that's right being that I only used it one. They should stand behind their products. This is junk. I would not recommend this product. I have spent many hours trying to get this thing working and I'm only glad that I didn't have company over for it to fail when you would never think it would.

All I wanted to do was order replacement flavorizer bars. Good grief. Weber makes it so difficult that I wouldn't buy another weber product again. Thanks George Stephen.

Worst costumer service ever experienced. I received a broken grill and cannot get a replacement item processed. They don't call back or update you about the status of the order. Horrible.

Worse customer service I have ever experienced. Stay away from their product and this company. I purchased the griddle online to use with my Genesis grill. Unfortunately, the part would not fit and I had to return it. 20+ days later and I am still waiting for my refund.

HORRIBLE!!!

Weber has the worse customer service that I know
I bought 1 year ago a top of the range Summit grill
My dogs chewed 3 buttons in it
I asked 3 minths ago for replacement because without the buttons I cannot use the equipment
I am discussing with portuguse Weber sales person and call center in Spain
3 months afterwasrds I have NO buttons and noone can tell me when I will get them
I was now offered buttons from another model but these also take 1 minth to arrive
You seel grills but you do not guarantee spares
This is UNACCEPTABLE specially on a 4000 Eur equipment
I asked for a Sales Dir contact/refused
Noone cares because for Weber customers are only good to buy equipment and then they become trash!!!!!!
I will never recommend WEber to ANYONE

I just purchased a Weber E335 grill and love it. The problem/ concern I have is that the price of the cover was $109.99
and at that very high price should be waterproof or at least vinyl. I had the grill for one day and tonight it rained and when I took off the cover the grill had puddles of standing water everywhere. This cover is no protection. Why such a high cost? And the grill cover has a water stain sheen to it.

I have had my Weber Spirit II for a year and a half. The burner has burnt out with limited use!!! Customer Service SUCKS!!! No response from any supervisor as requested!! My grill hasn't worked since 3/20 23!! It is now 3/31!!! WTF

I have purchased 3 Weber grills in the last several years...2-Weber Spirit E-210's and 1-Weber Spirit II E-210.
The grill with the issue is our Spirit E-210. I wanted to grill something, started the grill, and it would not heat over 200 degrees, turned the grill off let it cool, turned back on and smelled gas. I called Weber Customer Support Thursday March 9, 2023. I called again on March 10 and was given a Weber Ticket # as I did a leak test with soap and water and found bubbles at the manifold to a burner tube junction which indicated a leak. I told her that and she said the manifold would have to be replaced and asked about how old the grill was and I told her probably 6 or 7 years. She told me to take pictures of the bubble showing the leak. She then asked me to let her know the approximate age of the grill. I sent her 3 pictures. On March 13, after researching the age of the grill, I emailed her with the info. She never replied. On March 15, 2023, I emailed her again, no reply.
I ended up calling Weber Customer Support again and talked to a David.I gave him my ticket # and he was quick to say that the manifold needed to be replaced and was not under warranty. He said I could order one from Weber and it would cost $126.91 plus tax and shipping. I asked him if since I had purchased 3-Weber grills if he could give me a price break. After consulting with his supervisor, he came back with a price of $113 and I would get the manifold in 7 to 10 business days. They knew from the first day I talked to them the part was not under warranty (over 2 years old), why not be up front about it and then after the fact not even getting back to me!! I ended up ordering the manifold from Amazon and received it the very next day! I put it in the next day. I wasted 5 days because of the lack of communication and honesty of their Customer "Service" department. And I would still be waiting for the overpriced manifold.

WEBER......? NEVER!!!!! Very poor customer service system. Rip off $ for replacement parts quoted after LONG waits on 2 calls. The unit, Geisis 310, was a quality LOOKING, costly product. Falling apart.

I have now owned 2 spirit griils, I have found weber does warranty the cooking part of the grill ONLY!
The chassis fall apart after 2 yrs : they Wont stand behind that!

So- basically you will own a grill that cant stand upright after 2 yrs!

That the deal with Weber!

Do not be fooled by thinking you are getting a quality product because it bears the Weber name. My wife bought a table top electric for my birthday. It ceased to operate after one year. I sent a hand written letter to customer service with no response. speaking live to a person is impossible. Needless to say I will not buy or recommend this product.

I ordered a griddle and a grill cover in November. I received the griddle. Near the beginning of January, I called and spoke with a representative who told me that they were out of stock, but were coming in that week. I received an email that my order had shipped on January 5th (the same day my credit card was charged) that said to click on the FedEx tracking number to track my order. There was no number. Today I called for help and the first representative (for whom I did not get a name) said she was talking with a manager while I was on hold for 27 minutes. Somehow the call was disconnected. I called back and spoke to Donera, who told me she found a cover that would fit my grill. I asked her for the part number and she told me 7130 (which is what I originally ordered). When the email for the order confirmation came through, she ordered part number 7757!!!!!! That is not the cover I want as it is bigger. I cannot understand why it is so difficult to order a grill cover. I do not want the bigger cover as it will blow off with a strong wind. Please tell me what needs to be done to resolve this issue. I have now spent almost two hours of my valuable time trying to resolve this issue.

Sincerely frustrated,

Therese Wolak

I purchased the Weber adapter hose for my q and also my traveler spend some time I have not used it opened it up today so model number 6501 that hose would not connect to my q or my traveler I spent a bunch of money for that thing I want a refund I know it says no refunds after 30 days but I've never used that I just opened it this morning was going to try it on my new grill went to Lowe's and picked up two charcoal broil connection rigs 4 ft long it says six but brought those home they connected fine with no problem to my grills so whoever you need to pick up the ball score the touchdown make the three-pointer hit a homerun get a call with your hockey puck need to talk to me my name is Craig hoskins my number is 817-733-7320 I like to get my money back or figure out what I can do with this hose because it's worthless when the others that we bought today work fine look forward to your phone call or email you can get a give me an email at lowercase [email protected]

What happened to your company? Nearly 80 per cent negative reviews! Do you just want to go out of business? Seems like it.

What Weber genius designed the new ash clean out bracket? 80 years old and been using Weber's forever! What a screw up - can't clean without a big mess. If it ain't broke don't fix it!!! Stupid!

worst grill ever sorry i spent 800 dollars on a piece of crap never again stick with anything else but cooks uneven takes forever to preheat my charbroil was 100 times better and cheaper

Been trying for over a month to receive warranty parts. No resolution to date. Blame it on the warehouse and system outage. Been told twice they would overnight a part and have not received it yet. Do not buy from them!!

Horrible customer service

I have 3rd degree durns, my steak is ready to go on now...

Always very helpful and patient. Stays on the phone until your issue is solved and they are always able to correct the problem before hanging up. A+

Have a Q1200 that is approaching 2 years. The igniter no longer worked and the thermostat readings were woefully inaccurate. A couple emails and a few pictures later and they placed an order for the parts under warranty.

Totally satisfied with the service.

I've always liked Weber grills as they are generally well made and withstand the elements allowing them to last for many years. I purchased a Genesis II S-335 gas grill last year which is a beautiful stainless steel creation. I keep it outdoors next to the house under a well-fitting cover. Unfortunately, with this particular model I have encountered a problem that I consider to be a design flaw. There are openings in the housing on both sides and in the rear of the grill that allow easy access to any creature that wishes to sneak into it in search of food. I'm not sure who decided that this is an acceptable design, but it hasn't worked out well for me. I had a squirrel get in there a few months ago and make a big mess of what was in the grease drip pan. Yes, I know, I should be cleaning out this pan, but realistically, who does that after every usage? So I cleaned that mess up hoping it would be a one-off event and moved on. Last night, I had a few friends over for a cook out. When I pulled the cover off the grill, the unmistakable smell of death became immediately apparent. Turns out another squirrel had crawled into the grill and decided to die there. Making things worse, some other creature came in after it and mutilated the carcass and spread parts of it all over the interior. I spent the next 45 minutes hurriedly cleaning out the grill so we could continue with the cookout. It was not a pleasant experience especially since it was around ninety degrees outside and in the direct sunlight. All the grilling utensils had to be dumped into a large bucket of cleaning solution. Let's just say that I was not a "happy camper". So Weber, I have to ask, who decided that leaving large entry ways into the interior of this grill was an intelligent idea. All it would take to prevent these disasters is some type of heavy duty screening" which on a $1,000 plus grill should be standard equipment. I will now have to go purchase some hardware cloth and do this myself unless I want to continue to risk more unpleasant surprises in the future. If you are in the market for a Weber grill, be aware of this questionable design issue. Overall, my experience with the grill has been great, but this is a problem that needs to be resolved.

Best customer support of any company I have ever dealt with. When needing parts either in or out of warranty they are fast and responsive. They have sent me new parts for grills 20 years old because they had a 25 year warranty. If not under warranty they offer loyal customer discounts. I have been very impressed.

have my grill for at least 20 years. Best part of a weber grill is how the company treats you when you call with an issue. I felt like I was important to them.

Just finished assembly Genisis II E-315 grill. I wish to congratulate all the people who participated in the design of the grill as well as those involved in the creation of the printed version of the assembly instructions. The latter were clear in almost all cases and provided warnings about mistakes that could be easy to make. I was impressed that all of the parts fit together so well--hoiles on one piece matched so closely with the hole on another which allows for easy insertion of a fastener.. The whole seemed to very well thought out. I am hopeful that my grilling experience will match that of assembling the grill! Thank you Weber!

I own two Weber kettle grills, a smoky mountain smoker, a kettle rotisserie and a portable Weber gas grill. I couldn't be happier with the Weber products. I have had a few minor issues with damages through shipping and the customer service was top notch,hassle free and resolved the issues immediately. Thank you for great products and better customer service.

I appreciated how easily I could contact a customer service rep by phone without going through a long menu of choices. She was friendly, understanding and very helpful in resolving my problem. Best customer service I have experienced anywhere in a long time. Weber Grill is a great product and the company stands behind it.

I have a Weber propane Genesis purchased at Lowes two plus years ago. Had a problem with the ignitor and these lovely ladies in customer service assisted me . They understood the problem, walked me through the required fix and in a matter of 3 days sent me a replacement ignitor that I installed in 10 minutes. Their professionalism , service , product knowledge was outstanding.
Thank you Janet. Lori and one other .
Dennis Grasso
Gulf Shores

My older Weber propane grill needed to be converted from the quick-disconnect hose and regulator to the standard part. My June 30 call was handled by Rhonda and she provided outstanding support. She identified my grill model, knew the appropriate kit, explained how to access the connection under the control panel and efficiently answered all my questions. The kit arrived yesterday and I installed it with no issues. Before calling I had attempted to use the Internet to identify what I needed to upgrade the grill but did not find good information. Thank you for having an 'old fashioned' customer support team that talks to customers and resolves our problems! I've been praising both Weber and Rhonda to my friends! Thank You! I'm looking forward to many grilling events.

I purchased a Weber Genesis 330 Grill in Sept 2012. Today I contacted customer service via phone. Customer Service Rep was very helpful. She found part that was defective and shipped it free of charge. It was a small part that I found online for under $10. (plus shipping) Thanks for your support Weber.

OK, yay Weber! My last review was just complaining about rust- Now I get a phone call and I get a new grill for 1/2 price!! Sometimes companies DO care about their reviews!! I am still a Weber fan!

Had a significant problem with a Weber grill. Called customer service and with a few emails and pictures the grill was fixed free of charge.

I have found weber to be an exceptional company. In the rare instances when I have needed anything they are helpful, accessible and fair.

I note that many of the complaints here are about "paint" peeling off the cover. This is not paint. It's grease that's adhering to the metal and peels off if not kept clean.

Second all grills can be turned on accidently. Weber have nice smooth controls that can be rotated easily. Weber is very clear and common sense should dictate that the valve on the tank had to be turned off when not in use.

Lastly, grills are hot. If you touch them you can get a burn. The handles can get hot. If you are not capable of understanding this concept then grilling is not for you. But don't blast a good company for your stupidity.

I have 4 Weber grills and have used their customer service department several times. They have always been extremely helpful and knowledgeable about the products and have even offered advice about cooking techniques when appropriate. Weber has what I believe to be the best customer service experience of any company I've ever dealt with. A rep who goes by the name of "Janet" is particularly friendly and cooperative and goes way out of her way to resolve any problems I've encountered, even with a Weber grill that I bought used privately and which was about 14 years old. Great company, terrific customer service in every respect. I'll never buy another grill if it doesn't have the name Weber on it.

Fantastic!!! Weber Customer Service is incredible. I have contacted them on 3 separate occasions with problems of my own creation, hoping to buy parts that I had damaged or lost. On each occasion, I was quickly sent replacement parts for FREE (including free shipping). Calls are answered immediately by friendly, knowledgeable agents who do what it takes to solve the problem. I didn't know this kind of customer service existed anymore (if ever) and it is such a nice change from the usual. I would never hesitate to buy any Weber product.

Fantastic!!! Weber Customer Service is incredible. I have contacted them on 3 separate occasions with problems of my own creation, hoping to buy parts that I had damaged or lost. On each occasion, I was quickly sent replacement parts for FREE (including free shipping). Calls are answered immediately by friendly, knowledgeable agents who do what it takes to solve the problem. I didn’t know this kind of customer service existed anymore (if ever) and it is such a nice change from the usual. I would never hesitate to buy any Weber product.

Was missing a part after Lowes assembly. CSR was quick to resolve and remedy the problem. Very pleased.

After 1 year had a small problem with regulator. I called the 1800 number and resolved problem. They were very nice and said the part is on the way. I had a few grills over the years and so far the Weber is the best.

When I started to assemble my new S210 grill that I had ordered on-line from Home Depot I discovered the lid and door were damaged. I contacted Weber Customer Service and explained my problem. They said they would send me replacement parts with no charge and no hassle at all involved. I received the parts about 3 days later. I am extremely happy with the grill and really appreciate the excellent service I received from Weber Customer Service.

I am a long time Weber Customer! I have every type of grill. The Q, Gas, Charc, and even go-anyways. I love the Weber Brand. One reason is because the great customer service. Anytime I have a problem or question I always call and help. My last two calls I spoke with a person named Mohammed. Very helpful and so knowledgeable! I love Weber!

Great customer service as always. I have always purchased weber products for their excellent warranty and longevity. Couldn't be happier. Thanks again

Great Customer Service. I got a person immediately, Mike and he understood my problem (replacement part on new grill). He even gave me his email to send him a picture. Great Service, and replacement parts are on the way. I feel great about my investment in a weber grill.

ONE DAY BEFORE THE 4TH OF JULY, COULD NOT GET THE UNIT TO IGNITE. CALLED AND SPOKE WITH JENNIFER. AFTER TROUBLE SHOOTING, WE FOUND THAT THIS DUMB OLD MAN HAD TURNED THE GAS "OFF".... DUH!! SAVED ME A $100.00 SERVICE CALL AND GRIEF THE DAY BEFORE MY BBQ.... THANKS