Char-Broil Europe GmbH Reviews

Purchased a three burner grill and griddle combo in black back in July when I bought my new house. Opened the box and found the front access door had a dent in it. Reached out to support and they couldn't even identify the part number since it's a newer model, which was concerning. After another call they finally got the number but said out of stock with no timeline. Followed up several times and struck out each time. Got hopeful in December when they said it was in stock and ready to ship. Still nothing. Called recently and they still haven't shipped and can't tell me when. Their response was that a dent is fine since it still functions. That's not the point at all. My confidence in their warranty support has dropped significantly. There's no accountability, just endless delays. Probably won't see that door until a year after purchase. The grill itself performs well and is nice for cooking on, but I can't recommend doing business with them.

Bought a three burner grill and griddle combo in black this past July when I got my new house. When I opened it up the front door was dented. Called support and they couldn't even figure out the part number because it's a newer model, which was strike one. Called back later and eventually got the number but they said it was out of stock with no idea when it'd be back. Checked a bunch of times with no luck. By December they said it was in stock and promised to ship it. Nothing. Called again on a recent date and still haven't shipped it, no clue when either. Got told the dent doesn't matter because the grill still works. Are you kidding me? That's completely missing the point. Really lost trust in their warranty service here. No one's accountable and they just keep pushing it down the road. At this rate I'll get the door right around the one year anniversary. The grill cooks nice and works fine, but I can't recommend this company.

Their warranty coverage is basically worthless. This company straight up refused to honor the warranty agreement to replace a faulty part while it was still covered. Complete disrespect for their customers. I'm never ordering from them again and honestly wish I'd just bought a different brand.

Owned Char-Broil gas grills for over thirty years now. Picked up a pre-assembled unit from a big box store in May 2024. Wouldn't light at all. Had to drive forty miles back and buy a second grill. Got the replacement delivered but it won't heat above 150 to 200 degrees. Called Char-Broil multiple times and they said it would be replaced. Never happened. After more calls they switched their story and said no replacement. Meanwhile they'd told me before it would be replaced. Beyond disappointed in both the grills themselves and how little the company cares about their customers. No service whatsoever.

I have physical limitations and can't do heavy work myself. FedEx dropped my grill on the driveway when it arrived and the box was pretty beat up, split open and then retaped. Called customer service and ended up on the phone with three different people over three days. They wanted me to put it together, figure out what's broken, take it apart again, and then they'd send parts. Then after that I'd need to reassemble it and check if the electronics work, get more parts, and reassemble again. I can't do any of that stuff, I have to depend on friends to help. We're leaving for another state soon so the timing doesn't work. The company didn't show any real concern for my situation or think about the fact that some people have physical limitations. That's really disappointing to see from a company in today's world.

The grill itself works reasonably well, bought it years back. Had one problem with a faulty regulator once and they sorted it pretty quick back then. But man, their support has completely fallen apart since. Ordered replacement grates two months ago and they never showed up. Every time I manage to reach them by phone or email, it's vague promises and nothing else. The UK number doesn't answer anymore and the German side just uses that clunky web chat system. Canceled my order and found a different brand. Stay away from them, seriously.

Really wish I hadn't bought this thing. The grates are basically useless. Even though I was cleaning them with the Char-Broil nylon brush, they got all rusty. Got replacements and switched to a plancha on top and they still rusted. Never buying from them again and not telling anyone else to either.

Placed an order for replacement parts back in October 2023 and still waiting. Every time I call them, they've got a new excuse and a different timeline. Today they said I won't see those parts until February. Not buying from these guys again. Their customer service needs serious work. They need to actually stock replacement parts instead of making customers chase them down.

Picked up a four burner model a few years back at a big retailer. Know the brand from US trips and it seemed well regarded, but this is honestly the worst grill I've ever had in my yard. Only use it a few times a month and always cover it when not in use. Still, the whole thing is rusting like crazy and it's basically falling apart now. Paid a fair amount for this and had it for about three years, so I can manage the financial loss. But my next grill won't be from Char-Broil. Not worth the money, and at this point with rust eating it from the inside out, it's too risky to even cook on anymore.

When I got my new premium BBQ, I found one of the door hinges wasn't the right one. Sent customer service some pictures and a copy of the invoice, and they shipped out the replacement part right away. Have to say that's a solid experience, especially compared to what I'm hearing from others. The BBQ itself lost one star because assembly is tedious and requires a lot of elbow grease with an 11mm socket. Plus the hinge issue didn't help. On the upside, it gets hot enough to sear a good steak and the gas system works great.