ST. PETERSBURG, MICHIGAN -- I am trying to replace a center burner tube for a particular but common Weber gas grill because one of the families that share use of this grill (at a very remote place) recently replaced the entire 3-burner set and was delivered either the wrong crossover tube or the wrong center burner tube, as there is no way to connect the 2 together. I simply asked whether the center burner they sell for that grill had a hole through the flattened end through which the crossover tube passes, or if it had a slot that would attach to the type of crossover tube that had a support bracket, as the answer to that question would determine if they had what I needed.
The detail on their illustration was not such that I could determine the answer myself, and I have learned not to trust illustrations. I was told to refer to the illustration, and that they sell exactly what that grill maker originally manufactured.
As I don't know what the grill maker originally manufactured, and I could not/would not rely on what was illustrated, I asked if their answer meant the tube had a hole or not. Bbqparts reply said they do not sell by descriptions, and "their answer is their answer". Things devolved from there with Bbqparts finally suggesting I was cheap for not buying an entire set, and that I was careless in endangering the others who use the grill. I've never seen anything like it. It's like someone's adolescent nephew got on the computer and hacked into their customer service area, and decided to have fun seeing just how many customers he could alienate. Unreal.
DALLAS, TEXAS -- On a Monday I placed an order for in stock parts understanding that they only use UPS ground. I then sent an email asking when it would ship b/c if it ships w/in day/2 I likely would have in 3-4 i.e. end of week. (I have a lot of exp w/ UPS ground orders where I live and 4 days is way max). If not I wanted to buy some cheap "stop gap" so I would have a grill for weekend. They replied saying "they are reluctant to accept orders that need [sic] delivery before our posted delivery performance... We cancelled your order!"
I then replied saying "no - I just wanted to know when the order would ship not cancel." They replied "order cancelled" "look somewhere else". I advise all the follow their advise and "look somewhere else". These folks are not 21st century. BTW I then looked and their "performance" from Fla to Dallas, TX is over 8 "business" days, Wow! One could drive there and back 4 times. Again, take their advice and "look somewhere else".
Below is an order I placed today with BBQParts.com. It seems that if you send too many questions (one email was a "thank you" on my part for my initial question) they get concerned about providing customer satisfaction and then they lack confidence in the products and service they provide. As a result, you can get your order canceled which was the case with me.
My emails were: One email was a simple "thank you" in response to an initial inquiry I sent via their website. One email asked if instructions came with the parts. One email stating that I placed an order (OK, that email was probably not needed). One email asked if sometimes deliveries come a day or two earlier.
That was it. Now after as little as that, they're concerned that I will not be satisfied?! Their refusal to sell to me is 100x worse than whatever they could have done had they sent me my order. What is also irksome, is that there is no contact phone# for BBQParts.com, which means they can hide if there ever is a customer issue.
I've read the positive reviews for BBQParts.com, and I don't discount at all those experiences. I wish I could say the same thing, however I seemed to have gone one email too far. I just felt compelled to share this experience because it is such bizarre behavior on their part.