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Got a 36 inch griddle from Walmart as a father's day gift. The last assembly step involved attaching a cover handle, but the nut was already stripped and unusable. I sent multiple emails to customer support. They kept saying the US and Canadian teams were consolidating and that a replacement part was on the way. It never arrived. I've never had such a frustrating experience dealing with a company's support team before.

Placed an order months back and received absolutely nothing but silence. No product, no updates, just radio quiet. I opened a dispute with my credit card and the company said they would send my money back. That never happened either. Honestly feel like I got ripped off by this place and I'm really let down.

Absolutely terrible experience with this company's customer support. I placed an order for a Griddle Stand over a month ago and still haven't received it. Two weeks back I reached out to their Canadian location asking for a status update, and a representative assured me it would ship the very next day. Spoiler alert: it never showed up. I've tried calling their customer service line multiple times, but nobody picks up the phone. Not even an automated message greeting. The phone just keeps ringing with no answer. Meanwhile, I found the exact same griddle on Amazon and it would be here by tomorrow. Save yourself the headache and take your money elsewhere. This company doesn't deserve your business.

Bought a 28 inch griddle from Walmart and assembly went smoothly. I seasoned it according to their instructions from both the manual and website. Unfortunately, the cold steel had warped significantly in the center with a noticeable quarter inch dip from one side to the other. I tried reaching out to the company twice, filed two separate support requests, but heard nothing back via email or phone. As of now in early July 2024, still no response. I decided to return it to Walmart and they gave me a full refund right away. Switched to a Weber griddle instead and the difference is night and day. Better heat distribution, no warping, and their customer service actually responds. I'm done with Blackstone products. The griddle is too flimsy and just doesn't hold up under high temperatures. Really grateful Walmart had my back on this one.

Really disappointed with the 28 inch griddle I bought. First unit had a bracket with a hole that wasn't drilled, making it impossible to attach. I moved to the other brackets and found the screws wouldn't tighten properly. Took it back and grabbed another one of the same model. Same problems all over again. The screws still wouldn't tighten. When I finally reached the assembly step for the air fryer attachment, I realized the screws they referenced had already been used for the shelf brackets. The manual has errors in it. On top of that, the second griddle showed up already rusty. I attempted their online chat and tried calling too, but nobody ever responds.

Got a 36 inch griddle and purchased their matching cover at the same time, both still covered by warranty. We took excellent care of everything, keeping it clean and putting the cover on after every use. Seasoned it properly and maintained it correctly. When I called support to register the grill, I spoke with a representative named Nicolel who basically accused us of not taking proper care of it. A second rep I talked to was equally rude. I won't be giving this company any more of my money or business after how they treated us.