“I have been waiting nearly 3 weeks for 2 bags of lump wood. Luckily I was able to purchase elsewhere or family bbq would have been ruined. This is not acceptable and I would not have purchased knowing the huge delay in delivery. I sent emails but they were nit returned and still am awaiting the goods.”
“It's interesting that here and their trust pilot reviews are so different...
Was promised next day delivery. Still not here days later.
The delivery company they use has no tracking.
Go to wowbbq - same price better service”
Thank you for your review.
We are sorry to hear that your delivery did not arrive when expected. While we always aim to meet the delivery service shown at the time of order, courier delays can occasionally occur outside of our control.
Where a delivery issue is reported, we will always investigate with the courier and work to resolve the matter as quickly as possible for the customer. We do not ignore delivery problems, and we appreciate how frustrating delays can be, especially when an item is expected on a next day service.
We are disappointed by the suggestion that customers should avoid us, as BBQ World has served customers for many years and we work hard to provide competitive pricing, good service, and fair resolutions when issues arise.
If this order is still unresolved, please contact our customer service team with your order details so we can look into it further.
“Barbecue arrived on time… However one of the legs is bent. Instead of sorting it out and sending a leg after my quick phone call, I am lost in the email queue and apparently waiting for Weber to get back to Dawsons regarding sending me a new leg. And now it’s a waiting game and the whole matter is being stalled.… So very bad customer service”
“Everdure Force users beware. I have had 5 years happy light use from my grill. This year I added a flat grill plate from Everdure and when performing my usual warm up and clean routine it caught fire. The left hand side cradle support has burned away and dripped onto and burned through the undertray. It could of turned very nasty.
I have tried to contact BBQ World without success and Witt Customer services (the owners of Everdure) are aware and confirmed that they have seen the problem before but reluctant to help. It's very disappointing as I have enjoyed the grill.”
“Finally purchased an expensive Weber BBQ that I've been looking forward to for a long time but it arrived damaged and couldn't be built. Getting help has been the real problem as they have broken website chat, they don't respond to emails, and they have a phone system that looped and hung up repeatedly before I could reach anyone. Almost a month later it's still unresolved with a part outstanding. The customer service when something goes wrong is genuinely the worst I have ever experienced. Wouldn't buy anything from here ever again. Even the BBQ tools I ordered turned up in dirty packaging”
“Very disappointed paid £775 for a Webber BBQ with £75 cash back, was told by staff once delivered register it on line for money back, Webber now say we can't have the cash back due to offer has ended even though I purchased it in the offer date ..... Extremely unhappy 😭”
“Of course Weber BBQ so great product...BBQ World retailer terrible customer service. Took a day off work to take delivery - no delivery and no communication. Complaint raised and no apology simply a "you've got it now so what's your problem" email response. Shocking unless you enjoy dealing with a company where the customer doesn't matter..advice is to avoid.”
“I received the BBQ broken. I have signed for return and called them . It is now 5 days with no response. Basically, you are waisting your money. Not recommended .”
“I ordered a Weber Master-Touch BBQ cost £269 along with around £200 worth of accessories and paid extra for Saturday delivery so everything would arrive in time for a bank holiday gathering. I have done it few days ahead to leave enough time for delivery.
On the day, only the ONE item was delivered. None of the others turned up.
When I contacted customer service, I was told the missing items would be delivered sometimes in the following week. At no point during or after ordering was I told that items were out of stock or that the delivery would be split. At no point during my order or emails afterward has suggested that any things in my order would be missing.
This left me with no choice but to go out at the last minute to buy essentials elsewhere to ensure the party can go ahead. Paying extra for timed delivery ended up being pointless.
Customer service was polite, but the way the order was handled was poor. The lack of communication and failure to deliver what was paid for caused unnecessary hassle.
I raised a complaint and asked for compensation, but the response was a standard one written by ChatGPT.
I would not rely on this retailer for anything again.”
“Bbq is a lorry pallet delivery and their chosen company only provides a delivery window on the same morning. Coals and cover didn’t arrive with the bbq and still haven’t arrived over a week after ordering. Emails and chat messages have both gone unanswered.”
“Delivery was booked for Thursday 7th May, kerbside pallet drop. My two sons aged 18 and 24 waited in all day. No delivery. I called BBQ after 5pm but the lines closed at 5pm. 8am the following morning i heard a lorry outside the house. It was the delivery. I had no one to help me in with the delivery, the driver did reluctantly put the pallet into my garage so at least the delivery was safe. Later that day attempted to assemble the bbq, unpackaging it and one of the side panels was badly damaged. Reported to bbq world. No apology but said they would deal with Weber and i would hear back. Did not hear anything by 3 days later. Another call to bbq world, gentleman dealt my query and contacted Weber. Weber promptly dispatched me a side panel.”
“Really disappointed in the service I have received so far. Ordered a Ninja Flexflame last week, paid the extra £50 for Saturday delivery. BBQ arrived Saturday however when opening I noted it was badly damaged. Called BBQ World straight away to report it and was requested to email pictures which I sent over straight away. Contacted them Monday and was told they will get to my email when they get to it. Called them Tuesday and was told the exact same thing, they will get to it when they get to it. Still no idea when they plan to send me a replacement and collect the damaged unit. I understand things like this happen but surely you prioritise customers that you have delivered damaged goods to. There is no sense of urgency on their part.”
“Not great customer service ...
I purchased a Weber Slate from BBQWorld on the 23rd April.
On unpacking it was clear that Weber had shipped two side panels the same which prevented me from building it.
On raising the issue with BBQWorld I was told they had passed this on to Weber and Weber will resolve in 5-10 days.
I would have thought BBQWorld would have resolved my issue quickly and dispatched either a new BBQ (from their stock) or the a new part (from their stock) and they then resolved the issue with Weber.
Even though it's a brand new product BBQWorld have no interest at all in trying to expedite the matter for me.
I am now chasing Weber to try and resolve it quicker than the 5-10 days.
Is this normal for a brand new product which was delivered with missing / incorrect parts?
Not great from BBQWorld or Weber. I guess given it's price (£1K) I expected a little more.
So much for enjoying this weekends weather with friends.”
“When I received the box, it had been opened.
I open the box and all items inside was out off their small boxes.
According to the assembly sheet, one bolt is missing.
This has been reported to customer service Friday.
Received a email with some follow up questions. I answered and now waiting to hear outcome.”
