Broil King - poor customer service
I recently purchased a Broil King REGAL™ S 590 PRO INFRARED - Natural Gas bbq direct from the Broil King website. As I'm in Canada it is the Canadian website and I assume the bbq was being shipped from Kitchener Ontario and not being imported in from a US plant. I used the Pitmaster Club product review section in helping me determine the best bbq for my purposes.
I am wanting to let other members know how much I regret my decision, not because of the performance of the bbq but the poor service from Broil King. I ordered the bbq on April 28th, paid for delivery and now almost a month later am still waiting for it. On May 5 BK sent me an email informing me that it has shipped. I then received a notice from the shipping company saying it would be delivered (estimated) date of May 11th, that came and went. I contacted BK customer service and initially they were helpful in trying to track my bbq down although they said that the company they had shipped it through didn't have a tracking number (notwithstanding me receiving one on May 11). Then BK customer service told me that it was being shipped by a different company. Then on May 19th after again contacting BK customer service and stating that I wanted to cancel my order and speak to a Customer Service manager. I received the following reply "Unfortunately, we do not have your BBQ in our hands anymore, you would have to contact Day & Ross (trucking company who BK chose)". So BK who I had paid is washing their hands on the delivery of their product to me. In a subsequent email from BK customer service I was then told that the bbq had been turned over to another shipping company, and then the customer service rep basically told me he would no longer be of assistance and I should call their 1 800 number. I was also informed that it would be delivered today, May 23. And then of course I received an email notice from the original shipping company, Day & Ross, that the product was estimated to be delivered on May 19th. Of course it didn't show up. So I'll see if it does show up today, not holding my breath. Too rub salt into the wound, the BK warranty is for 12 months commencing the day of purchase, which for me was April 28th. I wasn't expecting the BBQ to be delivered the next day, but almost a month is unacceptable and now I've lost a month of warranty. Definitely wish I hadn't bought a BK. I don't know if BK customer service in the US is similar, but wanted to give members a heads up to my experience.
I am wanting to let other members know how much I regret my decision, not because of the performance of the bbq but the poor service from Broil King. I ordered the bbq on April 28th, paid for delivery and now almost a month later am still waiting for it. On May 5 BK sent me an email informing me that it has shipped. I then received a notice from the shipping company saying it would be delivered (estimated) date of May 11th, that came and went. I contacted BK customer service and initially they were helpful in trying to track my bbq down although they said that the company they had shipped it through didn't have a tracking number (notwithstanding me receiving one on May 11). Then BK customer service told me that it was being shipped by a different company. Then on May 19th after again contacting BK customer service and stating that I wanted to cancel my order and speak to a Customer Service manager. I received the following reply "Unfortunately, we do not have your BBQ in our hands anymore, you would have to contact Day & Ross (trucking company who BK chose)". So BK who I had paid is washing their hands on the delivery of their product to me. In a subsequent email from BK customer service I was then told that the bbq had been turned over to another shipping company, and then the customer service rep basically told me he would no longer be of assistance and I should call their 1 800 number. I was also informed that it would be delivered today, May 23. And then of course I received an email notice from the original shipping company, Day & Ross, that the product was estimated to be delivered on May 19th. Of course it didn't show up. So I'll see if it does show up today, not holding my breath. Too rub salt into the wound, the BK warranty is for 12 months commencing the day of purchase, which for me was April 28th. I wasn't expecting the BBQ to be delivered the next day, but almost a month is unacceptable and now I've lost a month of warranty. Definitely wish I hadn't bought a BK. I don't know if BK customer service in the US is similar, but wanted to give members a heads up to my experience.
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