Afternoon all, I think I am posting this in the right section, if not my apologies mod please move.
I wanted to let you all know of my absolutely horrible experience with the customer service team at Smoke Hollow.
My wife's Family went in on a Charcoal Grill from Costco made by Smoke Hollow as a gift for their Father on Fathers day this year.
We bought the grill online and when it came time to assemble the chimney stacks were missing entirely.
I immediately reached out to Smoke Hollow and received no response. My wife reached out, no response. Her dad reached out, no response. I reached out probably 4 times before I finally got a response in the beginning of September, from originally communicating in May.
After finally getting a response I had to register the product on there website not once but twice before they could process my warranty repair. It then took almost another month until I got an email saying the parts were on the way. 2 weeks pass and no parts with no tracking number so I email again and am now told the parts are out of stock and will be sent when available. Its now the end of November and still nothing from them and they have never reached out once, I have had to do all the follow up.
This is a very very very sad case of customer service whether we are in a pandemic or not. My advise to anyone looking to purchase a smoke hollow is to look else where!!
I wanted to let you all know of my absolutely horrible experience with the customer service team at Smoke Hollow.
My wife's Family went in on a Charcoal Grill from Costco made by Smoke Hollow as a gift for their Father on Fathers day this year.
We bought the grill online and when it came time to assemble the chimney stacks were missing entirely.
I immediately reached out to Smoke Hollow and received no response. My wife reached out, no response. Her dad reached out, no response. I reached out probably 4 times before I finally got a response in the beginning of September, from originally communicating in May.
After finally getting a response I had to register the product on there website not once but twice before they could process my warranty repair. It then took almost another month until I got an email saying the parts were on the way. 2 weeks pass and no parts with no tracking number so I email again and am now told the parts are out of stock and will be sent when available. Its now the end of November and still nothing from them and they have never reached out once, I have had to do all the follow up.
This is a very very very sad case of customer service whether we are in a pandemic or not. My advise to anyone looking to purchase a smoke hollow is to look else where!!
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