Weber-Stephen EMEA Reviews

Ordered a cover for a ceramic grill model on April 1st. My intended grill couldn't be delivered in time so I bought a different Weber model instead. I wanted to return the sealed cover since I never used it. Weber emailed on May 7th confirming I could return it and said I'd get a printable return label. Twenty four days passed and nothing arrived. I tried contacting their support team again and got absolutely no response. They kept my money and simply ignored me. Awful experience. Don't buy from them.

I ordered a cover for a ceramic grill on April 1st. Since my original grill couldn't arrive in time, I purchased a different model instead and wanted to return the unused cover. On May 7th, Weber sent an email saying I could return it and that I'd receive a return label to print. Eighteen days went by with nothing arriving. I reached out to their service team again and got no response whatsoever. They took my money and basically ghosted me. Absolutely terrible. Steer clear of this company.

Wish I'd checked reviews before buying. Always heard Weber was a quality brand. False. The website looks great but the products don't back it up. I bought two units: one Spirit E-330 as a wedding gift for my son for seven hundred dollars and a Spirit II E-210 for myself at three hundred fifty. Both have defects. My son's grill separated at the bowl and peeled on the exterior. My first Spirit II wouldn't light properly, so I returned it. The second one has the same problem. Neither had even been used for a year. I emailed photos and complaints over a month ago and resent it multiple times with no response beyond a confirmation number. A cheap Charbroil I owned years ago worked perfectly for ages. Today after waiting 25 minutes on hold, the representative wasn't helpful at all, just pushing me to register online as if that would actually solve anything. I work at a big box retailer selling Weber grills and I should have known better when I saw multiple customer returns in the back. I watched someone return a Spirit II yesterday. Another disappointed buyer.

Two months in and I still can't complete my payment. We just need some spare parts to get our summer grilling started. Got a quote but then were told someone would call to collect payment. Miss that call and you're out of luck. Your options are either waiting in a phone queue or filling out another online ticket, only to be told again that someone will call. It's completely illogical and frustrating. The summer won't be ruined by anything except this company's backward way of doing business. Skip them entirely.

Over 20 working days have passed since I ordered my grill and accessories straight from Weber's website. I'm still waiting for responses to my emails and the customer service phone line doesn't pick up no matter how long I wait. Initially they promised 3 to 5 working days for delivery, then extended it to 8 to 10 days due to the pandemic which I understood. Now it's past 20 days and no reply to my recent update requests. The phone line is impossible to reach after holding for 25 minutes with nobody answering. They've already taken my payment and sent an invoice but nothing else. Wish I'd ordered through a department store that had stock at the time. Very frustrated with this experience.

Just finished dealing with Weber support about a workbench for a grill. Their response was that it's not designed to be grease or oil resistant and will get stains. According to them, it's not really a workbench but a support surface where you're supposed to put a cutting board on top and shut the grill before checking your food so nothing spatters on it. That's not a functional grilling setup, it's pointless. Not buying Weber products.

Very let down by this company. Today I was supposed to attend a cooking workshop covering proper techniques for my brand new Weber gas grill. The Weber instructor didn't show up and the class was cancelled. I had arranged childcare for my three daughters for nothing. This level of unprofessionalism is disappointing from such a well known brand.

Customer service represents the core of what any company truly believes in. Finding people who combine solid product knowledge with genuine communication abilities is what makes the difference. Rolf at Weber's support team clearly has both of these strengths and is a real asset.

A company's customer service truly reflects its values and identity. That's why having knowledgeable representatives with strong communication abilities matters so much. Rolf from Weber's customer service demonstrates both qualities exceptionally well and represents the company with real professionalism.

Weber delivers excellent customer support. My Spirit 310 grill developed issues with ignition in a couple of the burner tubes despite being over four years old. Weber promptly sent replacement tubes and new flavorizer bars that showed corrosion. This kind of support keeps me happy with my purchase and I absolutely recommend them.