Weber-Stephen EMEA Reviews

They took my order, processed my payment, shipped it out, then cancelled the whole thing and sent it back. I got refunded less than half of what I paid and received basically zero communication about any of it because my order email was different from my account email. When I called them out on it, they showed zero accountability. The grills themselves are decent products but their service is so bad I seriously doubt I'd ever order from them again.

Bought a grill from the main dealer website and found the identical model at UK distributors for £180 less the very next day. Asked if they'd match the price or refund the difference. No response. The website showed as under maintenance so I couldn't even submit a contact message. Their daily marketing emails don't bounce back but nobody replies to actual inquiries. The lack of honesty and communication is disappointing, not even a simple no thank you.

Ordered a package from Weber and they packed a delicate fire starter together with two bags of charcoal. Anyone working in a warehouse knows that shifting items around will damage fragile goods, and that's exactly what happened to the lighter. After two phone calls and submitting photos of the damage, I still haven't received a replacement. Their customer support sent one acknowledgement email saying they'd look into it within 5 to 7 days. So much for grilling this weekend. I could've had a replacement overnight from Amazon. The product itself isn't impressive either and already has paint chips despite being new, so rust is definitely coming soon. I'm not often one to complain, but the quality here is genuinely poor. I've reviewed their feedback elsewhere and noticed just as many 1-star ratings as 5-star ones, which tells you something. Given my background in law, I'm happy to pursue this through small claims court or dispute the charge with my credit card. Their choice. Still waiting for that replacement.

I always believed Weber made quality grills with excellent customer service. I was mistaken. Purchased a Weber Genesis model two years ago and kept it covered when not in use. The painted surface has developed serious rust issues. Even cheap grills from online marketplaces hold up better than this. Their customer service team is awful and openly acknowledged they have rust problems on painted units. The warranty sounds good but won't help because they won't do anything until holes actually form in the body. By that point you'll have already thrown the grill away because it looks terrible. Read through the negative reviews if you want to see the pattern. Weber has serious quality and service problems that need fixing or they won't survive in this market.

A significant fire hazard developed in my gas grill's supply system even though I maintain it properly and keep it clean. Weber's customer service response has been terrible, dismissing safety concerns and taking days to reply between messages. They keep blaming poor maintenance even though that's not the issue. This company has no idea what good customer care looks like.

The actual grills are fine but the shipping costs and customer service from their website are ridiculous. They charged £9.50 to deliver two small items within the UK over a 10 day period. When I questioned this, their customer service said it's completely standard. Just buy your Weber products from somewhere else instead.

Asked customer support how to loosen up stiff vents and was told to use a specific lubricant. After using it while cooking, every meal tasted off and wrong. I looked into it and found out that lubricant is not food safe and shouldn't go anywhere near cooking surfaces because it's also flammable. When I contacted their support team about this, both the agent and management insisted this was the correct advice. Please be very careful and never apply this product to your grill. If support tells you to do this, report it to food safety authorities or trading standards.

I've owned a Weber electric grill for over 15 years and it was built to last. This year the heating element failed so I ordered a replacement element and a new cover since my old one, which also lasted 15 years, was getting worn. The element replacement works fine, but the cover I got for over thirty dollars was surprisingly cheap quality with thin material nothing like my original heavy duty cover. Finding information about returns was difficult. The support person told me to use a return sticker from the original packaging, but there wasn't one. When I asked for their email to request a sticker, he said he couldn't provide it and directed me to use a web form instead. After submitting a form, they eventually mailed a returns form. I sent the cover back with delivery confirmation. Weeks passed with no refund, then more emails followed by promises to refund within another 3 to 5 days. Still nothing after five days. Another call and more excuses with a promise to email confirmation of the refund. Never happened. This company's customer service is a case study in how not to handle customers.

Shocking customer service experience. I bought a pizza stone and paddle to give my brother as a gift since he just got a Weber grill. Ordered on May 19th with zero delivery information provided at the time. A week passed with nothing, so I reached out via email. Customer service replied quickly saying delivery would be May 28th, which made me happy. Two days later the delivery company rang to book for June 2nd instead, which was unexpected since I'd already been given a specific date. June 2nd arrived with the 1 to 5pm slot going by with no delivery and no communication from either party. I tried calling Weber the next day but couldn't reach anyone, so I emailed instead. Still no reply two days later when they finally got back to me saying they were coordinating with the warehouse and that I'd hear when it shipped with delivery 5 to 10 days after. Frustrated with this response, I called back and actually got through, though the whole situation was still disappointing.

Terrible customer service from start to finish. I ordered a pizza stone and paddle as a gift for my brother who just bought a Weber grill. Placed the order on May 19th with no delivery info provided. A week later still nothing, so I emailed customer service. They replied quickly saying it would arrive on May 28th, great news. Then two days later the delivery company called wanting to reschedule for June 2nd, which was a shock since I'd already been given a date. June 2nd came and went during the scheduled 1 to 5pm window with nothing delivered and no word from anyone. I called Weber the next day but couldn't get through, so I emailed. No reply. Two days after that they finally responded saying they were checking with the warehouse and I'd get an email about dispatch with 5 to 10 days delivery after that. Unhappy with this, I called the phone line again and got through this time but the situation remained frustrating.