• Report: #1054274

Complaint Review: Char-Broil Corporation

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  • Submitted: Tue, May 28, 2013
  • Updated: Tue, May 28, 2013

  • Reported By: Tom — sun city California
Char-Broil Corporation
Internet USA

Char-Broil Corporation, Alan Shaw, CEO Char-Broil Ignores it's Customers! Internet /Columbus Georgia

*UPDATE Employee: Wan to help

*Author of original report: Why Clean rather than Return?

*Consumer Comment: Obvious Questions

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A few weeks ago I ordered a new Char-Broil BBQ online. The box arrived in good condition and was factory sealed.I began to assemble the BBQ and the entire box was full of an oily sticky honey like substance all over every part and packing material inside the box.The outside of the BBQ was stained and dis-colored from this oily substance. I had to spend numerous hours scrubbing and cleaning with a degreaser and cleaner before I could begin the assembly of my new BBQ. The firebox arrived badly scratched and you could see where someone had spray painted over the main scratch. Scratches were elsewhere on the BBQ but they didn't attempt to repair the smaller scratches.

I contacted Char-Broil and asked for my money back. They sent a concerned email inviting me to call them and work things out. I did call them and they offered to replace the BBQ. They offered to send out a new BBQ instead of a refund. The customer service girl was taking my shipping information and suddenly the phone went to a dial tone. I called back and asked for the same customer service girl but they wouldn't let me talk to her. They told me that Now they cannot send a replacement BBQ. I asked to talk to a supervisor and complained that you cannot offer a replacement BBQ and take the offer back! She was no help, She said the best she could do is send out a firebox part. I told her I would never be a Char-Broil customer again. I plan to share my treatment with Alan Shaw the company CEO.


This report was posted on Ripoff Report on 05/28/2013 05:37 AM and is a permanent record located here: http://www.ripoffreport.com/r/Char-Broil-Corporation/internet/Char-Broil-Corporation-Alan-Shaw-CEO-Char-Broil-Ignores-its-Customers-Internet-Col-1054274. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Wan to help

AUTHOR: Char-Broil - ()

Dear Mr. Ross,

We have attempted to reach you regarding your most recent correspondence to our corporate office.  An email was sent to you on 5/30/2013 addressing your concerns. 

Our charcoal products are coated with a packaging oil to protect the metal components while in shipment and storage before sale.  It is not necessary to clean this substance off before assembly or use.  These oils will burn off when initially preparing your smoker for use and help to season and further protect the metal surfaces.   

We stand behind your purchase 100% and value you as a member of the Char-Broil family.  We have offered free replacement of any of the damaged components you received under the terms of your limited warranty. 

If you would like to receive your replacement parts please contact us at 800-241-7548.

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#2 Author of original report

Why Clean rather than Return?

AUTHOR: Tom - ()

I bought this BBQ as a gift for friends from an internet company other than Char-Broil. We had already made plans to give the BBQ to our friends the next day. I took pictures of the damage to the BBQ as I unpacked it. I then contact the seller and discussed the problem and the situation I was in. We both agreed that the problem was with Char-Broil because the damage was in the sealed box and the box wasn't damaged. They were confident that Char-Broil would replace the BBQ. Char-Broil did say that they would replace it! Char-Broil just took there promise back! That's my complaint.

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#3 Consumer Comment

Obvious Questions

AUTHOR: Robert - ()

 When the box arrived with an oily substance all over everything..why didn't you contact them right away instead of spending "hours" trying to clean it?    Why would you spend all of this time cleaning the BBQ and then request a refund?  Why didn't you notice this scratch on the firebox when you were cleaning it

Perhaps..since you had to clean everything, isn't it possible that your scrubbing caused at least some of the scratches?

 

 

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