Weber Customer Service Complaints - page 3

Have a 2 year old Weber Genesis 2. The ignition switch failed. On June 7, 2021 I called and they said they would send a new switch in 7 - 10 days. I called on June 14th to check the status and I customer service said it was still at the warehouse. They said they would email the warehouse and the warehouse would email me that day with an update. On June 17th (today) I called regarding an update and to let them know I was never contacted by the warehouse. It then became excuse time:
-they were't responsible for the warehouse and they did everything they were required to do
-they were calling from home because of covid
-they were busy because of father's day
-the service rep kept repeating that it was important that she didn't give me false expectations and she couldn't provide any additional information. I told her that she was successful in that my expectations were shot and I had no additional information after speaking with her. I asked to have a manager give me a call back, We'll see how that goes

I bought a Webber Genesis S-330
Model 6570001 Item 333222
Three Burner Grill at Lowes on June 16, 2015. June 2021 the base of the unit rusted all the way through and the doors fell off. None of the parts that rusted theough are covered under warranty. They wanted $150 to replace the rusted parts. This is my first Webber grill and I would never waist $990 on another one!

I have a genesis 2 - 4 burner Weber grill. During a very high wind storm my grill was blown and turned over on the dials and thing flew all over. It had the Weber cover on it and that was tangled with different thing from the grill. I sent 2 questions yo your Weber site and had no response. What I wanted was a service person to contact me to get my grill fixed. I received no answer, I went to the place that I purchased the grill and sent pictures to them as they were suppose to contact the representative but never heard until I contacted the place again and the said the parts are ordered. Well that was weeks ago and still now parts or answers. I have had Weber grills for over 45 years from the charcoal to gas and this has been the worst experience I have ever had. When we went to buy the grill we were going to buy a Traeger but because, we thought that Weber has a good track record we would go that way, MISTAKE!!! I will probably never buy another Weber or recommend one as they really don't care about service just money-making, to bad. I probably wont get a answer on this either so buyer beware of the crap you think is th best and by cheep and throw it out when something happens. There is no top line anymore.

Needed replacement parts (new "flavor bars") for our 2 year old grill (a $1500 gas grill). Went to Weber's website to order new flavor bars - needed model of grill and serial number to enter into website, so I found our owners manual and found our Model and specific serial number. The site took me to a picture of our exact grill and all of the parts - I zoomed in on the flavor bar part serial number, plugged it in and it led me directly to the part- which I ordered HOWEVER their very own website led me directly to the WRONG part...the wrong flavor bars -- in fact Weber has discontinued making the flavor bar parts for the grill that we own - which is only 2 years old - and surely their website could provide a - we no longer make that part - but it is available from 3rd party sellers - But NO - not Weber.
OK annoying but I just made the order 45 minutes ago so I will just log back in and cancel it. I then discover that there is absolutely NO way to cancel an order "online"on Weber's website.
I try calling Weber's Customer Service number --- on hold for 45 minutes -- they keep interrupting the terrible "muzak" with an announcement to press #___ and leave your number for a call back - which I do - and I NEVER receive a call back.
So, I sent an email to Weber "thank you for your order" email and said to cancel the order immediately - BUT of course, no one monitors that email box. Then I sent another email to their suggested "customer service" email - no response. Now nearly two hours later I get a confirmation email about my order with an "order number". I send a second email to the "customer service" email address - and receive a canned reply: "Your request (# -------) has been received and is being reviewed by our team. As we continue to monitor information around Covid-19, our highest priority remains supporting our consumers and communities. We have made alterations to our work arrangements to be able to offer our continued support. Because of these changes, you may experience longer than normal hold or response times. We appreciate your patience and are dedicated to helping you as quickly as possible.
I check customer reviews and complaints online and see that Weber thousands of complaints for deplorable customer service and ignores calls, emails, and due to their incredibly poor website the company frequently leads people to ordering the wrong part and then ignores all attempts to fix, correct, or cancel the orders.
A full week has gone by and we still have not received - a responsive email to any of our cancellation emails, or a call back. In fact - we just received an email a week later stating that our Order has shipped!!!!! UNBELIEVABLE!!!!
Don't waste your time or energy with this company thinking they will eventually do the right thing - and respond to your emails and cancel order or correct them -- they wont. Just keep a record of all of your emails to the company asking them to cancel the order - and dispute the charge with your credit card company - nip it at the source - maybe they'll get tired of shipping out parts that they will never get paid for.
We will NEVER buy another Weber Grill ever again based on their hideous customer service.

I have been trying to reach ANYONE at Weber for two months no. I have tried making contact Through the 800 number, email, Twitter and the app. Have yet to have ANYONE from the company acknowledge this customer. Really unbelievable.

Absolutely no customer service available.

They don't answer the phone.

They don't answer the phone.

I called for support on my new gas grill burner problem. The recording said no one is available, try the website, then it hung up. Website help is only by AI computer responses. No real people can be reached.

My Spirit grill lid is peeling some kind of coating into our food. Called and they tell me it is carbon and grease. I don't buy it. Customer service is awful. Warranty appears to be worthless. Guess I have to sand it off. Never seen shiny carbon deposits. Looks to some kind of manufacturing problem, no other grill I have owned has ever done this. Back to cheap Charbroil next time.

Had to call in the warranty for our Weber grill due to rusting and burn-through of components. At first, the customer rep said we only had a 5 year warranty and only relented after I emailed a picture of the booklet showing a 10-year warranty for affected parts. Then, she said she couldn't honor the warranty because our grill was made of components covered only under a 5-year warranty. This is despite the booklet exactly matching the model we have. She said they send the same booklet out with all grills regardless of which grill it is. When I mentioned contacting the attorney general, she relented and said she would honor the warranty but "only as a courtesy."

These grills are not made as well as they used to be (both my dad's and my father-in-law's lasted over 20 years!) and it's extremely disheartening to be told that we received the wrong booklet with incorrect warranty information contained therein.

Our next grill (as components continue to rust away) will NOT be a Weber.

I have not receive my order yet
it has been almost two weeks

Purchase a Weber Genesis II E-310 from Lowes this past July. Days after had it delivered I discovered two cosmetic defects caused by Webers advertising decals after they been removed.One on the lid and one on the shelf. Called Weber and they said they would replace the lid and shelf.Received the shelf within weekend and was told the lid is backordered and won't be available till September which I wasn't happy with but really had no choice. It's the end of September and now their telling me the lid is backorder till December!!! I was very upset and contacted Customer Service again and asked why they couldn't supply me the stainless steel lid since this grill is still in production and they make thousand of them everyday. Again I was told it was back ordered till December but offered a different color lid which was available. I told they I wanted the same lid I have now or replace the whole grill. Again they stated the lid is backordered and they also won't replace the grill. I purchased the grill at Lowes and they said they couldn't help me and to contact Weber! So I guess I have to wait 4 months for a grill lid which is ridiculous since the oven is still in production and parts must be available to produce them as new. They wouldn't even entertain replacing the whole grill which would be easy enough for them to do thru Lowes. Bottom line is poor customer service for a grill that is top rated and you pay a premium price to purchase. I have been buying Weber grills for years and it's sad to see how profit is more important than a satisfied customer !

I am making a warrantee claim on my Weber Spirit S 210 Gas grill.
As you can see(photos attached) the structural integrity is compromised.
the back of structure has burned out.
I am requesting full replacement as per my purchase agreement.Also attached is original order form.I am told only a cooking box will be replaced and it is incumbent for me to disassemble myself an repair. Almost impossible to make a e-claim. USA is not covered online. could have bought another brand for far less money. I believe Weber warantee is false and misleading.
thank

Terrible customer service. I have a claim on one of their grills that caught fire its been a month since I filed the claim and have spent hours and repeated calls to their customer service trying to get someone their to respond back with a decision.
This company may think they have customer service but they are far from it.

This Weber Genesis SS 330 was $1,000 is only 5 years old , cared for reguallary and now RUSTING AWAY . I contacted Weber and they offered nothing but to sell me more parts , which can only assume will do the same thing. unacceptable and extremely disappointing . This is my 2nd Weber . The first one lasted 20 years this one won't . Times have changed and Weber is no long the grill it was .

WARNING.. Weber will not sell you parts to convert your grill if you move. They expect you to throw away your nearly new grill if you have to change from natural gas to LP. Other mfg offer conversion kits or will at least sell you parts. Weber won'. they demand the serial number of your grill then tell you they won't sell teh orafices to protect their customers.

We purchased a Weber gas grill in June 2014. I immediately registered it online. Fast forward to June 2017, when the control knobs began melting. Mind you, this product has a five year warranty on the gas components.

I went to the Weber website and, lo and behold, I had no products registered under warranty; however, I did have an account, which I would only have registered when I registered my grill warranty. Besides, I had the confirmation email from 2014. So, I called customer service, and told the rep that I had registered the warranty, but it didn't appear in my account information. "Oh, well, we'll just re-register it for you now." Red flag. What happened to my original registration? Why was it missing?

I was connected with tech support who asked me to email photos of the outside of the grill (??!), the gas tubes, the inside firebox of the grill, and the screw-on valve connection on the propane tank (???!!!).

The photos bounced back for two days as undeliverable. Another red flag. It took over a week for tech support to get back to me, and that only after I pestered them several times via email and phone, demanding a response. Then, they called after dark. Excuse me, how can I see the grill in the dark?

When I finally connected with them, the guy said there was a problem with the propane tank connector. Red flag. A personal friend owns a propane company and takes care of all our propane equipment. When I pointed that fact out, he backed down and proceeded to tell me that I had not complied with maintenance requirements and the warranty would not be honored, but they would give me a good deal on replacement parts (red flag) - the flame tubes and the manifold. "From a photo? No personal inspection?" I asked. He confirmed it. They could verify that the warranty was voided by the photos I sent. (red flag) I finally asked to speak with a supervisor, he promised one would call me. No one ever did. I called three times, no return call. HUGE Red flag.

I looked at the owner's manual. There is absolutely NO maintenance schedule for cleaning the firebox (which was considered too dirty and voided the warranty-it's a grill for gosh sakes!!!), or for doing anything to the gas tubes except to clean out the bug screen once a year, or for doing any maintenance whatsoever on the manifold. That's right folks, NO information on HOW OFTEN the firebox should be cleaned. I guess it is supposed to be washed with soapy water (per the instructions) after every use, but if that's the case, the manual should specify that. It doesn't. This is a grill, for gosh sakes. Well, gee, no wonder customer after customer complains about the warranty not being honored. It's a scam. Weber won't define when the maintenance should be performed, and then uses that omission to not honor the warranty when parts fail. . . Assuming you can prove you registered the warranty in the first place.

We had to purchase the parts at full price. The manifold, which was under a five year warranty, had failed in exactly three years of use. The parts looked clean and sound, but once we replaced them, the knobs stopped melting.

Weber's warranty is a scam, yet the warranty featured prominently in our decision to purchase this item. I consider this false advertising. Weber has a nifty scheme to avoid honoring their warranty. The only way the warranty would not be voided would be if you didn't use the grill.

First time ever I encountered a "customer service" rep that was rude and refused to answer my questions or give me information. Very surprised ! Must be new ownership.

I have a Weber Spirit Grill E310 and frankly I'm appalled at the shoddy quality of the knobs. Twice, within 3 months, the treads have worn out requiring replacement knobs. I use the grill correctly - I always press in the know in order to light the grill. I have to believe I'm not alone in this complaint. It's not even as if I use this grill that much - it's at a beach house that I only use on w/ends - and then only in the summer.

I had always believed that Weber were top of the line. I'm sadly disappointed.

Two Ladies this morning were nasty and would not order the grill parts I needed.

Bought my 2nd weber grill, what a disappointment. Grill temp. never gets over 350 degrees. One hour to cook 2 chops. Customer service recommended 4-5 attempts to fix prob. with no results. Poor, very poor customer service. Plan on returning to Lowe's!

"NO MORE WEBER GRILLS" "JUST BUY CHEAP GRILLS (1/2 price) couple years throw
it away.

UNSATISFIED CUSTOMER-Myrtle Beach, SC

I have had a very expensive weber summit series grille for years. The company does not stock parts to replace the caster wheels, which are known to break. I have had two separate calls and can only describe the attitude of the call center staff as indifferent, at best. I have asked for assistance figuring out a solution, and have come up empty every time. Certainly Weber can do better than that.

We had an old Weber Grill for 16 years that was great...this NEW Genesis is awful...it is not a grill but an oven on our deck. It does not sear or cook like a grill. After many complaints to customer service I found out that I should have bought the "searing" feature (on top of our $799 price) if we wanted searing. They said that the grill was performing the way it was "meant" ...baking I suppose. Very unhappy with this expensive grill ...hardly used it.

I own a Weber Summit natural gas for about 8 years. For the last 2 years we had a constant gas smell. Could not figure out the problem until now I found that the hose going through the back of the grill was damaged due to the sharp edges of the opening where it goes through. I complained to Weber about it but they told me just to buy a new hose for about $45 and this would solve the problem. I told them this is a design issue which they should cover but they just refused any responsibility. Other than that the grill is ok with some glitches like the handles are coming off, quite some rust and I am to my 4th cover by now. Not exactly what you expect for more than $2,000.