don't buy from main website-search for a dealer and it'll be substantially cheaper.
in UK, bought a BBQ from the 'main' dealer website-a subsidiary of weber.com. Found the same BBQ at one of their UK distributors (and then others) for £180 cheaper the day I ordered it. Asked whether they could refund the difference. No reply. website says 'under maintenance' so can't even leave a 'contact us' message. no reply from the almost daily marketing email address (no bounce back. Total lack of trust in their comms and transparency-not even the decency for a reply saying 'sorry no can do'..
John Ling
How to not send an item by `DPD from…
How to not send an item by `DPD from WEBER. I purchased a package of items from Weber and they decided to put a fragile fire starter in a box with 2 sacks of coals. of course someone in the warehouse knows that it will get shaken about and crushes the fire lighter unit. 2 calls plus sending proof in pictures of the damage and i still have not secured a replacement. What wonderful service the customer support provide. Just an acknowledgement email saying they will get on to the issue in 5 to 7 days. So much for the BBQ this weekend. I could have got one over night from Amazon. Certainly the Weber company do not care for the bad feedback I read on Trustpilot ref 2685017 GO-06627261 Why do companies employ moron's that spoil the company name? The product is not very impressive and it will soon rust as there are paint chips already. Just poor quality it seems. Not often you see such bad feed back as many 1 stars as 5 stars that has to be bad. Reading them I doubt I will get the item replaced as promise. OK I am a retired lawyer and more than happy to issue a county court summons or go down the visa dispute route. `their choice ! Still no replacement of damaged goods. Usual run around by Weber. I may be a retired Lawyer, but I am more than will ing to issue a county court summons and if granted I will instruct the London Court to instruct the sheriffs to visit there offices and collect the money or take enough items to sell at auction.
Robert Fage
Dreadful Quality and service
Always thought Weber BBQ’s were quality products with a quality customer service department. How wrong was I. I bought a Weber Genesis BBQ 2 years ago. Always covered after use. Sadly the painted BBQ body has serious cosmetic rust issues. A cheap BBQ from e bay lasts longer ! Their customer service department is dreadful even admitted they have issues with rust on painted bodies. Their long guarantee is worthless, As the body must have rust holes in it before they will consider any action. You will have thrown the BBQ away well before that, as it will look dreadful ! Just read all the negative reviews. Seriously Weber you have major issues with your quality and customer service. If you do not address your problems you will not survive
Mr Bryn Jones
STAY AS FAR AWAY AS POSSIBLE - RIP OFF!!!
I am writing to express profound disappointment with my recent purchase experience at Webber - a company I believed upheld higher standards of customer service.Upon placing my order, I quickly realized it wasn't the right time for an upgrade to my grill and called the next morning to cancel. Despite not receiving an order confirmation or number, a representative assured me the order was canceled and that nothing would be shipped. Yet, I unexpectedly received three accessory boxes. When I contacted Webber again, I was promised return shipping labels via email, which never arrived. To complicate matters further, a freight company appeared at my doorstep to retrieve a grill I never received, tried to collect the accessory boxes which I refused to return without proper documentation, and then asked me to sign an invoice for the nonexistent grill I never even received. That invoice clearly says ”Grill is on your dock” - I declined and took a photo of the invoice which erroneously noted that the grill was NOT in my possession.Despite my numerous attempts to resolve this issue, I have been met with a disappointing lack of response. Promises of emails and labels have failed to materialize, and assurances of a full refund have not been followed through. NOBODY CARES!!!Given the lack of resolution, I am left with no choice but to consider escalating this matter to small claims court and publicizing my experience through reviews. However, I am reaching out one last time to see if the CEO values customer satisfaction and is willing to rectify this situation.
Geo K
Online shopping is broken
I bought metal trays for my grill without creating an account. They deducted the money but never sent a confirmation email, neither the trays. When I contacted Customer Care, they said they couldn't search transactions without a confirmation number, even though they had my phone number, ID number, bank receipt and all details in the order. I have a picture of th bank receipt to prove it.
Tomi C
Fire risk
A major fire occurred involving the gas supply in a well maintained clean Weber bbq - terrible customer service continues - seemingly disregarding safety concerns and taking days between replies and blaming poor maintenance No idea of good customer care!
Richard Warren
Very bad experience
Very bad experience! Far away from premium products & service. After sending email with request, you get answer that answer might take up to 14 days...I never sow somewhere such SLA for customer service....In the end someone answer earlier, but did not answer on my question but simple send me purchase order attached & link for payment...I asked if particular accesories for electrogrill are possible to purchase, as I did not find anything about it on the website...I got purchase order with two items on it without any explanation about those. After asking again, I got longer "name" of the item like "GRATE KIT ENAMEL PULSE LARGE 2018 BB"...Great, how I should know what is it...lets see what comes next, I send screenshot of the element I need....really bad experience.
Ewa
Buy elsewhere
Products are fine but shipping and customer service from weber.com was ludicrous. £9.50 for 10 days delivery time within the UK for 2 small items? Customer service said this is completely normal - so just buy your weber products elsewhere.
D H
The best accessories for your BBQ
On Friday 18th November 2022 I bought a Grilling Stone for $49.95 for baking pizzas, biscuits, bread and pastries. A Griddle for $89.95 to cook delicious dishes, such as a champagne breakfast, with eggs, onion, bacon and much more. A Precision 3-Piece Grill Set for $76.95 to flip burgers, turn vegetables or glaze your ribs with extra flavour and a Deluxe Grilling Basket for $49.95 to roast seasoned vegetables, fish and prawns.
Matthew Trompf
Bought a Weber Spirit 200 grill back in…
Bought a Weber Spirit 200 grill back in 2017 thinking I would break the cycle of buying cheaper grills that last a couple seasons. I don't think the extra money I paid for a Weber has paid off. Every other season I spend $50 for flavor bars, the wheels (casters) broke apart after a couple years and had to replace burners once as well. I could have bought 3 or maybe 4 cheap grills for what I paid for a Weber. I certainly do not plan on buying another one and when this one wear's out I won't buy any more expensive replacement parts.
JohnIL
Sought advice on how to free up my…
Sought advice on how to free up my stiff vents etc to be told to use wd40 and after using it each cook was tainted with an unusual taste so done research and turns out wd40 is not food safe and should not be used on cooking surfaces or and is flammable also. Contacted there support to be told by agent and management that this is the correct advice. Please be careful never use this on your grill and if advised to do this please report it to the fsa or trading standards
Anne Mcallister
I would never buy it again SmokeFire
I would never buy this product again - Weber Smokefire for £1700. I have owned it for 11 months, and I have used it 4 times accordingly. 3 times it has not worked. 10 emails to customer services - I have installed 2 new parts by myself - still not working. No sign of any real help, replacement, or refund. Very poor - I will keep you posted - want the product advertised.
Terry
Do not use - Ordered £2k BBQ no sign of product no communication useless customer service
Ordered £2k BBQ on 30th May however no correspondence at all about delivery within their delivery expected, when I rang for an update got fobbed off with a future date, then given another later date, when I asked for a refund they said they couldn't as the item had already been dispatched even though it didn't arrive, trying to get a refund has proved hard, in the end I've had to create a dispute payment with my credit card company.
Jonathan Wilkins
Very poor customer service.
I have had a Weber eletric BBQ for over 15 years and it was very well made. This year the element failed and I called and I ordered replacement element and a replacement cover as the existing one, which had also lasted 15 years, was looking tired - though still waterproof !!The element works OK but the cover which was over £30 for the smallest BBQ was really low quality, thin material, nothing like the heavy duty original item.The delivery information suggested tht for returns I call which I did, it was very hard to find the number. The support agent suggested I use the return sticker in the original packaging, I explained there was none. He suggested I email them to ask for a returns sticker, I asked for their email address and was told he could not give that, I had to use the web form. I used the web form and quite some time later they posted a returns form.I returned the cover and got proof of delivery. Some time later later still no refund, more email and a promise to refund within a further 3-5 days. 5 days later, still no refund another call and more excuses, promise to email back confirming refund made. Nothing.The customer service from this firm is an example of how not to do it. They make it so hard to communicate with them and, post sale, appear to not really want to do anything.
A customer
Worthless warranty and continual unfulfilled promises
I have been waiting for 2 agreed major warranty parts for approx 8 months. Each time I Weber or email them I’m told they are being shipped and will be with me in about a month from the date I speak to them. Either that or they ignore my emails. We’re now 8 months in of this nonesense back and forth and apparently both parts are now 2 months away from delivery. Inexplicably they have been able to build and restock the exact same model of bbq both on their website and with resellers but they won’t let me have the same parts. They also refuse to remove the parts from a finished bbq or send out a replacement bbq. I’ve had enough of the lies about delivery dates. The warranty is not worth the paper it’s written in if they refuse to send the warranty parts out.
DanNn
Great customer service team
Great customer service team, Ian has dealt with my warranty issues superbly. My flavouriser bar corroded through on my Weber Gensesis and ive had to claim on the warranty to have them replaced. At the moment they are not instock so Ian has offered me a good will gesture which I was happy to accept.
Baz
Great customer service
Great customer service. I reached out to buy a spare part, but they told me it probably wasn’t what I needed, and sent me a new regulator for free, even though I couldn’t find my receipt. After sales 10/10, soImportant.
Aleksander Bjor�y
Absolutely terrible customer service.
Absolutely terrible customer service.I ordered a pizza stone and pizza paddle as a gift for my brother who has just got a Weber grill. Ordered on 19/5/21 and no delivery information was provided at the time of the order. A week later I had heard nothing still regarding the delivery information so contacted customer services via email. I received a prompt reply telling me the order would be delivered on 28/5/21 which I was very pleased about. Two days later I had a call from the delivery company to ‘arrange my delivery’ for 2/6/21, which came as a bit of a surprise as I had already been advised of a date several days earlier. 2/6/21 came and went with no sign of the delivery during the allocated time slot of 1-5pm, and no word from either Weber or the delivery company. I tried to contact Weber the following day, unable to get through on their phone line so I emailed customer services, no reply. Two days later I received a reply saying they were ‘liaising with the warehouse and I would get an email letting me know when my order has been dispatched and it would then arrive 5-10 days later’. Not happy with this reply I called the phone line again, managing to get through this time, and was then told the order has been cancelled. They advised me this was ‘probably due to a stock issue’ and she would ‘arrange my refund’. They could not explain why I had not been contacted earlier in the week to say the order was not coming as planned, or why they had cancelled my order without informing me of the issue. I am now left a week after my brother’s birthday, with no gift and having to chase a refund. The customer service has been shocking, especially for such a supposedly premium brand. I certainly would not recommend ordering anything from them directly.
Elizabeth Cowan
Weber service is a liar
Ordered 1 bbq cover for the new Summit Kamado on April 1, 2021. Because the Summit Kamado can't arrive in UK in time, I have to buy other model from Weber. Then I want to return the cover which has never been opened. On May 7, 2021, I got email from Weber that I can return the product. It said that I will receive a printable return label. However, 18 days passed. No one send me anything. I try to contact with the serive team again. No response at all. They just ripped your money and never give you reply. Terrible. Avoid Weber.
Rick
I invested in a new Weber barbecue 6…
I invested in a new Weber barbecue 6 weeks ago think I was buying the premium brand in barbecuing equipment. To say I am disappointed is an understatement. I paid £350 for the barbecue & upon using it the first time realised there was a broken part calling in to question the quality. I then contacted & after a couple of weeks got a reply saying they would send a replacement part. Several weeks later it showed up & was the wrong part despite sending pictures clearly showing what was broken. Tried to call customer services a couple of times but no answer after holding for sometime calling in to question the customer service. Why not send out the correct part on a 1/2 day delivery. All in all 6 weeks & 1 use of the barbecue. Has really soured the experience. Very disappointed.
Chris Lindsey
