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More filter options:'s Refusal to Sell
Posted by on
Below is an order I placed today with 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, which means they can hide if there ever is a customer issue.

I've read the positive reviews for, 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.

Reading from the bottom up, below is's reason why they canceled my order, then my asking them to reconsider, then their final answer (thanks!! You're swell!!):

From: ""
To: "Erik Palomba"
Sent: Monday, March 14, 2011 11:45:04 AM
Subject: RE: Delivery Times (Canceled??)

We are sticking with the cancellation.

Customer Service

-----Original Message-----
From: Erik Palomba
Sent: Monday, March 14, 2011 2:11 PM
Subject: Re: Delivery Times (Canceled??)

Sorry for all the pestering emails. I simply did not think of the questions for one email which I should have done. I am completely fine with the delivery time.

Please reconsider.


----- Original Message -----
From: ""
To: "Erik Palomba"
Sent: Monday, March 14, 2011 10:54:07 AM
Subject: RE: Delivery Times

This is your fifth e-mail - we are concerned about satisfying you. We have decided to cancel your order - your card has not been charged. Try somewhere else.

Customer Service
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User Replies:
canucks1 on 03/14/2011:
Anonymous on 03/14/2011:
They must have had problems satisfying customers who had a history of sending a lot of emails. There is no law against denying service to those who ask a lot of questions by email.
Cwazychicken on 03/14/2011:
I'd be worried about a company like that. Hope they don't charge you any ways! And no number? that is really weird.

But you got to question a company that can't give you answers and threatens cancellation. Sounds like the best choice is to avoid them at all costs.
Starlord on 03/15/2011:
I don't see where the company did anything wrong. In every state I have been in, companies have an absolute right to refuse service to anyone. There is no law that says a company is reqired to deal with you. If I had a company and received the emails that were sent to this company, I would have cancelled the order as well. A bunch of emails such as this are a good indication of difficult customer, and they prefer not to risk the headache. Perhaps the OP has learned to curb his penchant for a bunch of unnecessary emails. I do wish him the best of luck.
Anonymous on 03/15/2011:
Them canceling your order like that definitely doesn't make them look like a very professional business. I would take this is a good thing, as who know WHAT problems you may have had provided they fulfilled your order. Just check and be sure they don't bill you anyway.
Whiteduck on 03/15/2011:
"100x worse than whatever they could have done had they sent me my order." I know nothing about this company, but there's a billion things that could have been worse than just not doing business with you. Look around. That's called "dodging a bullet" as far as I'm concerned...
Inat on 03/15/2011:
they are a good company; I've ordered from them a few times
sootch on 04/13/2012:
They're a crap compnay that sells cheap disposable parts. they have no phone number or customer service when you have problems. I ordered supposed 'stainless steel' parts from them that turned out to be a cheap galvanized product that disintengrated in less than 2 years.

I received no response from them to my e-mailed complaint.
Bobby on 06/29/2013:
Never had a problem with BBQParts. If you know what you want, the website is set up well and shouldn
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Worst Customer Service I Have Ever Encountered
Posted by on
Rating: 1/51
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.
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Order Processing and Cancellation
Posted by on
Rating: 1/51
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".
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User Replies:
Yumm, cookies! on 10/09/2012:
It would depend on the wording of the email you sent them. Sometimes a business would rather not ship than have a hard to please customer.

I'm not saying you are hard to please, but up front they gave you delivery dates, that is the way their business does it. They did think it would deliver the quick so they asked you to shop elsewhere.
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