Weber Customer Service Complaints - page 2

I have a Weber Spirit 310 that is 7 yrs old. Burners are supposed to have a 10 yr warranty. I called Weber and was connected to a service rep with such a heavy accent, that he was very hard to understand. He said my grill was no longer under warranty,and I would have to buy burners, which I did. Later I sent an email asking for an explanation of why the burners weren't under warranty. I received a reply apologizing for the mix up,and they could see where the parts had been ordered and paid for, and I would be receiving them soon. But no explanation of why the parts weren't under warranty. Then they asked me to respond whether I was satisfied or dissatisfied with their service. Guess what I said? Must have made them mad, I haven't heard anything else from them. I will definitely be looking at other grills when it's time to get a new one.

It is unconscionable to think that Weber is willing to put its brand image at risk by providing substandard warranty components. A couple months ago I replaced the propane tank support system (Bottom Panel). Upon inspecting it this morning I noticed that the entire painted surface had delaminated from the metal substrate which caused rust to grow across the entire surface. So while the outward appearance would give one the impression that the painted surface was holding up, in reality it had caused a more severe problem than had it not been there at all (visa ve uninhibited electromigration propagation). It's quite ironic that my Father-in-Law's Weber System - While much older than mine - is in far better condition than mine! It speaks to the lowering of Weber's standard of excellence moreover, shortsightedly choosing cost savings for itself over the cost-of-ownership to the customer. TRUST ME - I'll be looking elsewhere for my next grill.

Smoker never worked changed every part it's crap no one returns call told they'd call I booked time off and no call how do I return and get my money back from weber

I have a Weber summit and I would like you to know how disappointed I am. I have had to replace 4 broken knobs and the light switch twice. It is not working now. I know I am past the warranty. I bought it after doing a ton of research in May of 2021. I am close to getting rid of it and it's your premium product. Not sure what to do.

Disappointing is a mild word.
Some folks there have no idea what they are doing.

Weber grill broke again. Every year I fight with weber to replace the crossover tube. It clogs up and the gas can't ignite the center and right tube. I clean it by running a coat hanger thru tube, then a wire brush on the vent section. It is a brass tube, what can flake off and clog tube.
Bad Chinese metal.....

WARNING: RUN DO NOT WALK AWAY FROM THE WEBER GRILLS.

I bought a $300 baby Q grill used it several times and it started leaking gas so we took it back got a brand new one and a brand new tank used it once perfect and then went to use it on Labor Day and gas again could not use it Just ridiculous we are heart patients and don't have time for this very disappointed in your product will take this one back and we're done we kept it clean and inside and we only used it twice and at least just like the other one and I always thought Weber was a good product

Horrible service. Placed an order online but no confirmation receipt sent but my credit card has been charged for order plus another charge not authorized. Called and only got a person who kept telling me my card hasn't been charged and I never placed an order. If I never placed an order how did they have email information and charged my card? Person just kept telling me to let him talk and continued to tell me my card was not charged. Credit card won't be charged until my order ships. Yes, you mean the one I never placed? It is pending on my card. He sent me an email to send him pic of the charge to prove it. Yes, I received that email. Get a reply that it could take up to 24 hrs for order to show in their sytem. Yet in email he gave me the total of the order I placed, but he can't answer on the phone that exact question since there was no order. If this bad about an order how bad will it be if anything wrong with the grill? I was furious with this guy. Will be cancelling this tomorrow if no email or explanation about added charge on my card, oh wait, my card was never charged.

Absolutely frustrated with Weber and it's hard for me to imagine this company being able to survive the next five years with such horrible customer care.

I have a been trying to order flavorizer bars for over a month now. My Weber grill is a 2005 model and has been excellent with zero issues.

I received the wrong size flavorizer bars and after numerous emails I was finally refunded and tried to place another order for the correct ones. I am told they don't have my order now and it seems I need to start the entire process over again. I placed a phone order because the website would not let me order online.

It sounds like the quality has plummeted with Weber and I am not sure it's worth even getting replacement parts.

It's very sad to see how this company has gone from superior to absolutely inferior.

I contacted Weber on the 7th July with respect to flaring and uneaten flame in my BBQ. After some discussion, Weber confirmed that the reason for the problem was a defective regulator. After giving the model details the following day,I was informed that if the BBQ was over 2 years old, it would not be covered by warrenty.I confirmed that the warrenty did not apply and that I was happy to pay for it.Despitr many mails and phone calls, it took until the 28th July before Weber took details of my card and processed the order. I was promised the regulator within 5-19 days. This morning, I contacted Weber to confirm the status of my order only to be told that it had not been dispatched as yet and they could not give a date when it might arrive. I cancelled my order then and expressed my deep unhappiness with the poor management and customer care on offer. The charge for the regulator was 49 Sterling. I have this afternoon scoused an identical regulator locally for 23 euros, a third of the price. I would NOT buy a Weber again after the service I received over the last six weeks

I think $300 and more for a grill is reasonable. $250 and I would probably buy one. Gas is $5 a gallon and groceries are 25% more. So now ur company is forced to lay off people and attack is pummeled. Really all due to charging too much

I own a weber spirit 210 that is 14 yrs old.I was going to buy a new weber however, when I saw what weber is selling now I was stunned to see how poorly they are made since they sold out.I've purchased all parts for my e210 at half the cost of a new one.Yes half the cost and I still have a real weber.Shame shame Weber.

Purchased a Weber Spirit 210 in May 2019 - the flavororizer bars have rusted and burned through. The manual I received specifically says they are covered for 5 years - CS at Weber claims "her screen" says it is not covered and refuses to replace. How can the written warranty say one thing but Weber then deny??

I've had a Smokefire for about 2 years. It hasn't been a very good experience. I have always had trouble with the pellets sliding down the hopper. I've replace the auger. The heating element has been replaced several times, Now it won't turn on, for me that's the last straw gentlemen. Either give us our money back or replace this grill

Weber has done a masterful job distancing itself from any meaningful technical support.

The people answering the phone are ill prepared to answer or address any situation. I spent 45 minutes (99% of the time on hold) waiting for Diego the guy who answered the phone to communicate with someone else.

Weber Customer Service is a catastrophic failure.

7/1/20 I purchased a NEW Weber Genesis II grill from LOWES. 6/6/22 I contacted Weber for a claim on the bottom rack of the grill in which paint is bubbling(no rus) just becoming unattached from the metal -Weber Ticket 2709836. This has occurred twice before on metal that is shrouding the propane tank since purchasing the grill so this is not isolated. In 2020 Genesis II grills came with a 10-year warranty for parts. The Rep I spoke to on 6/6/22 received pics of the defect and sent to her Sup. Sup first alluded via the Consultant that this may have been a "2nd grill" I purchased used or defective from Lowes. Then after learning this was not the case the Sup denied claim stating that bubbling paint is normal wear and tear. And that this panel is prone to rust as it is outside and water accumulates here. First off the grill is covered and kept under covered patio when not in use, second with this statement I hear that Weber has a defective design on the market not allowing for water drainage and is not covering claims. But to say that bubbling paint on a grill under 2-years in age is normal wear and tear?!?! (and it has a 10-year parts warranty) IF they can make this claim for such then they can for any part and this makes their warranty laughable. I asked to speak with the Sup and she Cowardly denied my request and instead instructed the kind Consultant to fill out a form.

Absolutely terrible customer service from Weber. I have a Genesis 3000 gill from 1999 that needed parts. I called twice and each person had such a bad India accent I could not understand them. I emailed and got response that it would be $71 for flavorizer bars. After 3 more emails I was told they were permanently out of stock,and new price was $114. I relented and ordered after 4 more unanswered emails. Then I was told they never got credit card. I decided to buy locally.

I purchased a new grill cover for my Weber charcoal performer. I was very disappointed in the weight of the material. When the wind blows, the cover lifts off the grill. If you are going to use a lightweight material, you should add weights or tie downs at the bottom.

Very disappointed. I have had Weber Grills for the past 30+ years. My husband and I purchased a new Weber Perfomer for 549.00 and wish I had my old kettle back. We opened the grill and the thread inset was busted on the support and the store gave us a replacement part. Then we continued with the assembly and found one of the thread inserts was missing. Where is the quality we are use to?

Weber sent wrong parts for burner replacement and I'm fighting with customer service to take care of problem

Never again will I buy a weber gas gas , it's slow at heating up, the casters feel apart, I can buy 2 made in chi na grills for 1 weber that don't perform. As good! I trying TO BUY USA BUT YOU KEEP SELLING YOUR BUYERS OUT TO MAKE SHARE HOLERS HAPPY ! IM DONE !

Got grill delivered last week. Started to put together and got to step 3 and realized I was missing some special screws. Called Weber and couldn't help me. Sent email with no response, started chat on twitter and got no where. Getting ready to return grill.

Hose from tank to burner failed and was shooting flames throughout the whole grill. Forget your warranty, they have loopholes for everything. I always bought the cheaper options at Lowe's or HD and dreamed of the Cadillac Weber. My Weber lasted a year and a half and they won't honor the warranty. Guy offered to send me a new grill for $480, I paid $450 on sale at Lowe's. I'm going back to buying the cheap models they last 4 years throw it away and get a new one $200 bucks. Beats $500 for year and a half grill that bursts into flames and about caught my house on fire. Just read that they were bought out in 2010 and went public in 2021, looks like the new CEO is running the quality into the ground, price through the roof and you get a worthless warranty. Fool me once shame on you, fool me twice shame on me.

Horrible experience to date. Ordered grill... delivery date 6/21 .... One day after Father's Day no biggie.... After more than half a dozen calls telling us the grill is "in transit" since the 16th...and "heading to the terminal" (whatever that means) we are no where closer to getting our grill. My first payment is due and we still don't have it. We speak to many many wonderful folks who answer the phone and make great promises (I always ask: who will call me back and when) which never come to fruition. We are going on vacation shortly so even if they ship it now we will have missed out on several weeks of grilling- including our planned July 4th BBQ. Don't even ask for a "supervisor" .... I'll be on hold and get nothing. I don't think they exist. So heartbreaking- why did we give our Kenmore grill away after 20 years of faithful service? I'll never look at Weber name the same. I'm still in this nightmare and will update on social media as it goes. So far day 16 with no end or grill on site.

We are extremely DISAPPOINTED with our Weber Grill. We only have it three years and it's had been one problem after another. Now we need an igniter. Since it is under warranty Weber sent us an igniter but had to wait 10 days. Now we are waiting to have it installed. Customer service is useless. Now we have to wait another 7-10 days for someone to get back to me once they find someone to service our area. We can't get a manager, tried calling the corporate office -- that was futile. We spent $650 on this grill and it is a piece of junk. We had much better luck with grills we had for years from Home Depot. If you are smart, don't ever buy a Weber Grill. They are not customer friendly at all and all they give you is a runaround.