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Buyer beware. Hopeless aftersales service. Poor quality product too.
Terrible company to deal with. I asked at the Warana shop (horrible attitude), they wanted a fee to check it out and said "we are not a service center" they sure got that right, so they fobbed me off to HO. Twice their HO promised to send parts for our Ziggy. Twice nothing arrived. I have sent 20+ emails and a few phone calls since September 2020 (now Feb 2021). They just don't give a toss. Our one-burner Ziggy is hopeless. I see they don't offer them anymore, probably because they are so crap. I've given up with them. It's only a $400 BQQ so I...'m not getting annoyed with them any longer. To hell with it. Back to Weber for me. A proper grown-up company with quality products. What is wrong with ours? A split in the cast iron grill and the burner only fires up about 60%. Takes ages to cook anything on half of it. Totally unfit for purpose. Three years old. They have all the pictures, but obviously just don't care. Avoid this mob. Garbage product with equally incapable after-sales service. Buyer beware. If you have a warranty issue, from my experience, don't even bother trying. Pathetic customer service.
Disgusting contempt for customers.
I have had an outstanding Kamado Joe replacement case since November 2019.
BBQ’s Galore contempt for their customers is an experience I have never experienced in my life.
Shocking disregard for their legal obligations.
Next step, Consumer Affairs Victoria.
Terrible delivery time & poor Customer Service
In Nov 2020 we were very excited to have purchased a new BBQ which they told us would arrive by end Dec. It is almost the end of January 2021 and we still don't have a BBQ. They made no effort to contact us or update us and we have chased them up twice. Extremely disappointing and can only hope the Ziegler & Brown BBQ is better than the Barbeques Galore service....when we finally get it!
Outdoor setting - overpriced, damaged, not good.
2 weeks ago we purchased the Harper 7-piece outdoor setting from BBQ Galore Logan Home-maker Centre. Had some questions about the finish (maintenance questions for timber, how often to oil it, should it be sealed etc.) Salesperson did their best but we ended up at "it should be in the product care pamphlet in the box" (it wasn't).
First sting: $100 delivery, to a house that's 5 minutes from the store. I'm sure they don't increase the price by $100 if you take it from the shop yourself, so this to me was very on the nose. Got the product delive...red (excellent delivery service, very communicative) to find that one of the cushions had an unstiched Velcro retainer out of the box. OK, it happens. Chairs are nice and wide, and the cushions well-padded. The table itself is of average quality. Many of the boards on the top are poorly finished with splinters hanging off them.Then tried to line up the holes of the base with the underside of the table. Didn't match in either direction, regardless of how the brace was rotated, and both braces have the same issue. So now 2 of the 10 screws do not bite into the timber properly. Now while this seems minor, on top of the delivery charge and the fact they try to convince you that anyone originally paid close to twice the $800 asking price and that we bought it "on special", this has reinforced what I already felt about this shop. It is the David Jones of outdoor living, and I will not be shopping at any of their stores again.
Worst customer service ever
I have ordered twice from the Launceston store, was told they get their deliveries on a Tuesday and would call me when my orders came in. On both occassions I had to chase them up and both times they said "oh your order just arrived this morning ", neither days were a Tuesday.
Paid a lot of money for a good outdoor setting and found when it rained it pooled in the middle and also left permanent white square marks on the black table top from coasters as we couldn't leave cups on the table because it left ring marks.
I took photos and emailed ...
wrong product and rusty hazard to my house
Went to Frankston store and dealt with manager [name removed] who is just a order taker and doesnt have any idea of the products they sell --I had clearly stated that I wanted a natural gas stove for my outside kitchen-alfresco which is attached to the house and is completely enclosed . He made the invoice of a outdoor LPG gas stove and a very cheap quality which rusted within 3 months when it was sitting under cover and in a fully enclosed area. After a lot of augments changed the rusted panels 2 weeks ago . I than organised a plumber t...o install who denied installing stating that its a wrong stove which is only for outdoor use and its very dangerous and a hazard for my house as it cant be installed in a enclosed area and its has LPG gas provision and if its connected to natural gas which is very strong it will blow up --he even rang to [name removed] the so called manager to take the unit back and replace with the proper unit or refund which they dont want to do --then I spoke to the warranty dept, manager -[name removed] who also hand ball and at last sends me a email sorry cant replace and cant refund so now I am taking them to ACCC and VCAT for my refund and will make sure they are given a heavy fine for selling a dangerous and a hazard stove for my alfresco. I will advise everyone not to buy anything from them as they are scammers and sell very poor quality products which rusts within 3 months sitting in a enclosed area --imagine if its put in outsize will become scrap metal within 6 months
- Verified customer
Zero Star! Purchased a dining set online and haven't delivered after almost 3 weeks and after repeated follow up and promises. They didn't even know about my order if i didn't called and after paying $1000+! Was promised to be delivered by Friday nothing came so called again to follow up and promised to be by Saturday so I cancelled all family plans to be at home but again nothing came. So frustrated and what a waste of time. Bad service, Bad customer service, Not recommended.
- Verified customer
Completely mucked around by BBQ Galore
I purchased an item online, you didnt even have the unit in stock but took my money anyway, you the offered free delivery as compensation weeks later, you then send me an email saying my item is ready for pickup at your store. What a joke. Waiting on refund,
Barbecues Galore, but an absence of customer service
We were looking to upgrade our old BBQ, so thought logically to try a specialist... after 2 random window shopping visits to BBQ Galore North Lakes QLD which we were almost ignored by sales staff, we committed after comparisons of products at a hardware store & an appliance chain. On this occasion (3rd store visit) I was able to wave down a team member and committed to the BBQ my wife & I had selected. The bbq was out of stock in that branch... but it was showing 2 in store at Everton Park (27km away-no confirmation phone call to the other stor...e?) After a leisurely half hour drive I arrived and entered a lovely store with an absence of assistance again, the young trainee that I approached was able to find someone to do a stock check (zero stock!) so I requested if I could purchase the floor model using the logic I was assisting the store by not having a model on the floor that was not in stock. After being told by the trainee, and the mid level team member they would have to find a manager to approve such a left field request I lost patience and politely wished them well. Both stores presented well at least, but neither store had the logical aptitude of satisfactory customer service. All in all rather disappointing, as someone who had been in commercial & retail selling for 20 years my only suggestion would be reduce the decor budget to assist in an appropriate training budget. FYI I ended spending more money at the hardware store in the end.
- Verified customer
Very poor quality Retro Cooler
I bought the Retro Cooler from the BBq Galore shop in Moore Park Sydney in 2017 for my disabled wife at her request after we had seen it in the store. While still under warranty one of the legs broke off, but it was replaced under warranty, so thanks for that. However even though it has been stored under a tarp for most of its short life and only used occasionally it is now badly rusted. We would expect that a product with no moving motorized parts would last a bit longer than three years, We are extremely disappointed that BBQ galore would sell us such a bad quality product. We will be very very cautious about ever buying any of their products again or recommending them to our friends.
After care disgrace
After care dont answer their phone, don’t respond to complaints and store managers even think they are a disgrace. One week of calls. Not once have i got through. Every time on hold for 20min plus.
The in store team where great but the entire thing has just been spoilt by this literally useless department. Do not by anything from bbq galore.
Extremely poor Customer Service
I got a quote in store for a built-in BBQ, went back 3 days later to purchase the product. On my return l was told the quote was given to me incorrectly (despite being very specific with my requirements). l asked them to honour the quote, after some back and forward l said if they would not honour the original quote l would take my business elsewhere. The sales assistant call be a tight a.. the difference between the two quotes was $100.
I would never shop at the Caringbah Homemsker Centre stored again
Faulty product married with 0 customer service / care
We bought an expensive smoker- took weeks of US calling them to follow up and organise a replacement. Spoke to so many different contacts- no care, no follow up. And then they discounted the product without offering any make good after the absolute run around they gave us. Steer clear. They need to get their act together and do better
We bought a Norseman Aura Fireplace approx nov 2018. It was their top of the range with a decent discount so we bought it along with all the flu, wall penetration kit, etc etc. We even used their installer. 2 Winters in and the corrosion in the fire box is unbelievable. Contacted Customer Care who are absolutely hopeless. Sent 4 emails to 4 different people, that’s not including all the times I rang to follow up my claim from which I never received a claim number, only for them to tell me rust is not covered under warranty. As explained in all ...my emails, it’s not rust, it’s corrosion due to faulty firebox internals. Actually, the internals in the firebox are only covered for 12 months. So 1 winter!!! Well, ours is stuffed! Spent nearly $7000 getting this installed, thinking it’s a long term heating solution and I’m stuck with a cheaply made lemon & a company who’s customer support is atrocious! So disappointed, I should have shopped around for a better provider. Won’t get caught out by these guys again.
Excellent. Both product and service.
We have a Zigler and Brown BBQ and a small part broke under warranty. Customer care and the management of our claim was simply superb. Australia is already great in customer care, but these guys stand out. Buy with confidence, should it go wrong, they'll be there to help you out.
No quality of service - damaged products
Have had to replace a table twice now - both have had large dints and paint flaking upon unpacking. Hit and miss and limited ownership. No apology from staff just request to email photos.
Smoker broken from purchase...
I purchased Hark smoker July ‘20, that has never worked. Calls to BBQs Geelong met with lukewarm responses, deflection to “head office” and still no action. Not. Happy. At. All!
Appalling service if you call it that
I bought a Ziegler and brown BBQ. Never was told about the hot spots caused by the quartz tops. Its a nightmare to cook with. Then one of the jets decided to become a fault. Cant get BBQ galore to come out and fix it even though it is still under warranty. Try simmering with the side burner - its a called a burner for that reason it burns. This would have to be the worst purchase I have ever made and the lack of service form the company is unbelievable. Their service guy told me he wont use that type of BBQ either and told me he would arrange ...a refund. Yeah right - never happened. Just a bad company to do business with. Did a few cold calls into stores and at no store was I told the Ziegler and brown BBQ had hot spots. The front of the plate and the back of the plate get seriously hot. The rest mediocre. My temp gauge amounts to a difference of 30+ degrees c. Also the handle gets hot and keeping the lids closed when cooking allows the BBQ to well exceed the temp they recommend not go get over. Go elsewhere
No stock for advertised Fathers Day Special Bait Advertising
I went into the Castle Hill store to purchase an Alfresco 6 burner which was advertised in the Fathers Day Sale catalogue. I was told the were none in stock and it could be a week before they are in store and the only way to guarantee one was to leave a 10% deposit. The only other option is to order online and a pay $95 delivery fee.
I rang the help line and was basically told the same thing.
This has to be a prime example of bait advertising, I will be contacting the ACCC on Monday.
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