Chargriller Duo Model #5050

by Amanda Meteyard
(Racine, WI USA)

We purchased the Duo Model #5050 grill and also the side smoker box attatchment from Char-Griller. We purchased this grill at the end of our summer here in Wisconsin which is August. We opened the box about 6 months later, February 2011, to put our brand new grill together and the grill was missing all four legs and the two wheels. So in the instructions I found the company contact information and I called the number and told them my situation. I directly quote the response from the Char-griller Manager named Kathy "You purchased your grill in August of 2010 and you are just opening it now? What took you so long? I wouldn't consider August the end of summer." I replied "My husband and I are a military family and we recently just moved across the contry due to orders, we moved from California to Wisconsin. August is the end of summer in this state." I spoke with Kathy, the Customer Service Manager three times on the phone and twice over email and she hasn't helped me at all. She didn't remember me nor did she even get what I was talking about. I had clearly written a very specific email to her and she was still clueless. I am still waiting to hear back from her at this moment mind you, it's April 5th 2011. Yes, I am still dealing with this. Don't even try to call her, her phone never rings and goes right to voicemail. She said they needed a receipt, which I totally agree with her there. But, we purchased this grill at Lowes and we shop there often and Lowes couldn't find our receipt due to us shopping there so much and me not knowing the exact date we purchased the grill. I have the grill in my garage in all of its original packaging except we broke the box down for garbage day not knowing it was missing wheels and legs yet. All in all, I would NOT recommend this company to ANYBODY! They have terrible customer service and it shows on their website. Take a look at their Char-Griller Policies. If they send you the wrong part, you either have to keep it and do nothing. Or you have to pay to send the wrong item back to the company that they got wrong in the first place, then pay for shipping to recieve the correct item. Here is the link to their policies http://www.chargriller.com/index.php?option=com_content&view=article&id=14&Itemid=14 Yes, it says keep it and do nothing. In my case, she wants to charge me an additional $12.99 per leg plus $9.99 for the two plastic wheels plus shipping. This will add up to pretty much the cost of the grill. I wish I would have taken a look at their reviews before purchasing. I will not be buying any more of their products and I highly recommend you do the same. DO NOT PURCHASE ANYTHING FROM THIS COMPANY!!!