Blackstone Reviews

The grill I received had serious defects. When I tried working with their customer service team to fix it, they didn't offer any meaningful solutions for the problem or the unsafe conditions it created.

I contacted customer support and sat on hold for more than fifteen minutes while they supposedly transferred me to a higher priority team. I had to take off from an appointment and left a voicemail with my contact information on file. Several days have gone by with still no response.

Called customer service and waited over fifteen minutes before getting transferred to their priority line. I had to leave before being connected and left a detailed message with my contact info from my registered account. It's been days now and still no one has gotten back to me.

Our grill had ignition problems and even when it did fire up, the flame was weak and wouldn't stay on. I attempted to get help from the company using multiple contact options, but every attempt led nowhere. The level of customer support we received was really disappointing.

Purchased a 22 inch griddle with table. The alignment pins wouldn't fit properly into the table slots. After contacting the company, it took five days just to get back to us. My husband ended up using washers as a workaround to make it secure. A month passed with ongoing back and forth about it, and they kept saying to just keep using it and the steel would eventually shift into alignment. This approach doesn't work for us anymore. What's the point of offering a warranty if you won't actually stand behind your product? Customer support was frustrating. I'd suggest looking at other brands instead.

Got a 36 inch griddle back in December and it's already showing rust spots even though I keep a protective cover on it at all times. The company said they'll send a replacement cooking surface, but that means I'm responsible for installing it myself and finding somewhere to dispose of the damaged one. This is only a couple months in. They offered a seventy dollar credit toward other items, though the chat session got cut off before everything was finalized. Since I'm not handy with tools, I mentioned I had someone else assemble it originally. I'd prefer to just cook without having to deal with manufacturer problems.

Got a 36 inch griddle that's covered under warranty. On the same day we bought the grill, we also purchased their matching cover to protect it. We took great care of it, cleaned the cover before putting it on every time, and seasoned the griddle correctly. When I called customer support, the rep named Nicolel accused us of not maintaining it properly. I also spoke with another agent who came across as rude and dismissive. I won't be giving this company any more of my business.

It seems like this company's good reputation comes at the cost of honesty. They asked me to submit feedback, which I did with complete transparency about my experience, but when they didn't like what I wrote, they refused to display it. Here's what I originally shared: My experience with their customer service wasn't great. I was asked to write a review, so here goes. I ordered one of their griddles but got an email saying it was backordered, so my purchase was automatically cancelled with no options for me. I sent them a message asking if they had similar products available because I really wanted to get a Blackstone griddle, not seek a refund. They suggested an alternate model and told me to check local shops and buy from them instead. The response felt dismissive and unhelpful. This whole situation was inconvenient and frustrating. Based on how they handled my situation, I wouldn't recommend their products to others.

We operate a food truck here in Utah and installed the 32 inch propane model. We have multiple fryers and a complete kitchen setup. The biggest issue is temperature consistency on the griddle. We're cooking over two hundred burgers daily and it struggles to maintain heat, causing inconsistent cooking times and cold zones across the surface. For home cooks it's solid, but for commercial kitchens it falls short. They need to improve their grease drainage system and temperature management capabilities. On a scale of one to ten for our use, I'd give it about one point five.