I ordered a very expensive grill a few months ago, Began assembly today and parts were damaged inside the undamaged box. The company website is now parked by GoDaddy, and there isn't contact informati... See more
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Great customer service. I was unable to enter coupon code and they assisted with applying coupon after purchase. Shipped quickly and it is a great grill. Very versatile with skillet insert. With high... See more
It was fast customer service and faster shipping compared to other companies when I order parts or more grills! Customer service great too! They helped me right away to when I order 2 grills by accide... See more
Product is mis-engineered, particularly the support stand. Screws do not fit female counterparts, and some screws are virtually impossible to install due to design and tightness of access. Some screw... See more
Company replied
Company details
Written by the company
Welcome to Grills Mart USA, the ultimate destination for all your outdoor cooking needs! At Grills Mart, we are passionate about providing you with the best grilling products, accessories, and customer service to help you become the ultimate grill master. We understand that every grilling enthusiast has their own unique preferences and requirements, which is why we offer a wide range of grills, smokers, and accessories from leading brands like Weber, Traeger, Napoleon, and more. Our products are designed to meet the highest standards of quality and performance, ensuring that you can cook up a storm with ease and confidence. Our team of expert staff members is always available to assist you in finding the perfect grill for your needs, from gas and charcoal to pellet and electric grills. We are committed to providing exceptional customer service and strive to make your shopping experience as seamless and enjoyable as possible. At Grills Mart USA, we believe that grilling is not just a hobby, it's a lifestyle. That's why we are dedicated to providing you with the tools and resources you need to elevate your outdoor cooking game and create unforgettable meals for family and friends. So come and visit us today and let us help you become the ultimate grill master!
Contact info
11201 N Tatum Blvd Ste 300 PMB 316322, 85028, Phoenix, United States
- 8009633935
- support@grillsmart.com
- grillsmart.com
I ordered a very expensive grill a few…
I ordered a very expensive grill a few months ago, Began assembly today and parts were damaged inside the undamaged box. The company website is now parked by GoDaddy, and there isn't contact information anywhere aside from facebook and that phone number is permanently busy.
30 June 2024
Unprompted review
I recently ordered an expensive Grill…
I recently ordered an expensive Grill from Grills Mart USA and I am becoming very concerned. At the time of the order, the company indicated that the grill typically ships 5-8 days from date of order. As of week 3 the grill has not shipped. I have tried to contact the company multiple times including 3 emails with no response. I tried to call but the phone number listed on the site is no longer active.
30 March 2024
Unprompted review
Quick easy shopping & very quick…
Quick easy shopping & very quick delivery. Product as expected
5 March 2024
Reply from Grills Mart USA
Thank you so much for your feedback! We're thrilled to hear that you had such a positive experience with HearthMart. Providing quick, easy shopping experiences and prompt delivery is always our goal, and we're delighted that we met your expectations in this regard. Thanks.
Reply from Grills Mart USA
We're delighted to hear that you found our service fast and our prices great for your Nomad Grill! Providing excellent value and efficiency is always our goal. Thank you for your feedback, and we look forward to serving you again soon!
This is an update on a previous review…
This is an update on a previous review about Grills mart that I sent in.They still refuse to let me return a dented refrigerator they sent meand get a refund.They say they are " passionate" about customer service but that's bs. I've been sent an email they are looking into it but still no response from them.Received it 1/9 and it's 1/29 and still no resolution.
8 January 2024
Unprompted review
Reply from Grills Mart USA
Hi art!
We sincerely apologize for the inconvenience you've faced with the dented refrigerator. We understand your frustration, and we're committed to resolving this promptly. Our team is actively investigating the issue, and we appreciate your patience. Rest assured, we are genuinely passionate about customer service and are working to ensure a satisfactory resolution. If you have any further concerns, please feel free to reach out to our customer support team. Your satisfaction is our priority, and we appreciate the opportunity to make things right. Thank you for bringing this to our attention.
Regards,
Jordan
Horrible experience
Horrible experience. No returned phone calls. No e-mail response. They sent me the wrong item. Spent weeks trying to fix. They even sent me a message saying they would charge me a restocking fee. Would never use them again. I think this company is a scam. Beware.
28 December 2023
Reply from Grills Mart USA
We sincerely apologize for the inconvenience you've experienced. Your concerns are taken seriously, and we want to assure you that your refund for the return was processed on January 11, 2024. If there is any misunderstanding or if you have further questions, please don't hesitate to give us a call. We are committed to resolving this matter to your satisfaction.
ordering was easy and quick and I would…
ordering was easy and quick and I would order another product from your company
20 November 2023
Reply from Grills Mart USA
Thank you for your positive feedback! We're thrilled that your ordering experience was easy and quick. We'd be delighted to assist with your future orders as well.
You sent me broken grill and taking for…
You sent me broken grill and taking for ever to get parts. Your customer service sucks.
18 August 2023
Reply from Grills Mart USA
We're genuinely sorry to hear about your experience with our grill and the delay in receiving parts. Your feedback is important to us, and we take it seriously. Our team is working diligently to expedite the delivery of the necessary parts to you but unfortunately the parts are in back order, the ETA is Mid September. We have also taken note of your concerns about our customer service and will use this as an opportunity to improve. We appreciate your patience and understanding during this time. If you have any further questions or need assistance, please don't hesitate to reach out.
BUYER BEWARE - do not use this company, please read!!!
If I could rate this company a zero, I would. Horrible customer service, poor communication with the customer and spent several weeks coordinating white glove delivery and assembly service at the cost of $336 for a surprise birthday gift for my husband. They took my money and when the delivery finally showed up 2 days late, the freight company had no knowledge of the additional installation service that was requested and paid for. They dropped off a 300lb grill at the edge of my driveway and we were left to just figure it out. Called and the supervisor conveniently wasn’t available to speak with me directly. Please do not use this company, they lie and are scammers.
31 August 2023
Unprompted review
Reply from Grills Mart USA
We deeply regret the inconvenience you've experienced. We've taken immediate action by escalating the issue to Freight Club, our shipping partner. We want to reiterate our commitment to refunding the shipping charges you incurred. Our intent is never to engage in any dishonest practices. Our primary goal is to consistently deliver top-notch service. We genuinely appreciate your feedback, and we are committed to ensuring that this issue is addressed and doesn't repeat in the future.
Once the sale was complete getting…
Once the sale was complete getting shipping updates from anyone was impossible.
5 August 2023
Reply from Grills Mart USA
We deeply regret the frustration you experienced after the sale was finalized. We understand how vital shipping updates are, and we sincerely apologize for any inconvenience caused. Our team worked tirelessly to resolve this issue promptly. Please know that the delay was primarily due to an unforeseen shipping carrier complication. We genuinely apologize for the inconvenience this has caused you, and we appreciate your understanding during this unfortunate situation
Awesome grated/flat grill combo ability.
Great customer service. I was unable to enter coupon code and they assisted with applying coupon after purchase. Shipped quickly and it is a great grill. Very versatile with skillet insert. With high cover convection cooking of standing roasts and whole poultry is a breeze. Use mine for camping. Stores easily.
17 July 2023
I was able to find the part needed
I was able to find the part needed, and installed it. It was not hard, but unfortunately I have never done this before and will have to order another part.
28 June 2023
The seller shipped the wrong product
The seller shipped the wrong product. It took a few days to fix issue and for seller to issue credit. Although credit was issued, I’m still waiting for a return label to send the wrong item back.
14 June 2023
Reply from Grills Mart USA
We apologize for the inconvenience caused by shipping the wrong product. We understand the frustration this must have caused and appreciate your patience during the resolution process. We're glad to hear that the credit was issued to you. However, we apologize for the delay in providing the return label. Currently, we are waiting for our warehouse team to approve the return. Rest assured, we are actively working on resolving this and will provide you with the return label as soon as it is approved. We value your feedback and will use it to improve our processes for smoother customer experiences in the future. If there's anything else we can do to assist you, please let us know. Thank you for bringing this to our attention.
BBQ cover not received
I still have not received order. I get notices it was shipped - nothing arrives - customer service checks and was not shipped. Something wrong with inventory mgmt system. Customer service people very helpful though.
13 June 2023
Reply from Grills Mart USA
We regret to inform you that the item you have ordered is currently unavailable from the manufacturer. We apologize for any inconvenience caused. The estimated time of arrival (ETA) for the item is approximately two weeks. We understand the importance of receiving your order promptly, and we appreciate your patience during this delay. If you have any further questions or concerns, please feel free to let us know.
It was fast customer service and faster…
It was fast customer service and faster shipping compared to other companies when I order parts or more grills! Customer service great too! They helped me right away to when I order 2 grills by accident and they did everything to help make sure my order fixed.
8 June 2023
The process of buying the grill was easy and cost can't be beat
The process of buying the grill was easy. The price was the lowest on the internet. The only issue was delivery took a little longer then I anticipated. Was hoping to have it by memorial day, however it took a little longer. Otherwise, I love my new grill.
26 May 2023
Product is mis-engineered
Product is mis-engineered, particularly the support stand. Screws do not fit female counterparts, and some screws are virtually impossible to install due to design and tightness of access. Some screw holes are only partially accessible due to overlapping steel not properly trimmed at factory. Exhaust vent does not fit opening in oven. One fire brick arrived damaged.
14 April 2023
Reply from Grills Mart USA
Hello Tom, our sincerest apologies for the issues on the item you have ordered. Kindly share us the photos showing those issues/ damages that way we can address it properly to the Manufacturer to get this issue resolved.
Found perfect grill cover.
I needed to purchase a new grill cover for my husband's grill. I need an exact size, one that is well made and would not be blown off by high winds. I found the perfect cover.
13 April 2023
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