Weber-Stephen EMEA Reviews 209

I purchased a Weber Genesis II E-310 in March 2023 for ~£750, expecting the quality and longevity the brand is known for.
After just under 3 years, the paint on the lid has started bubbling and lifting on both sides, exposing the metal underneath. This appears to be a coating failure rather than normal wear and tear, particularly given the symmetry.
I raised this with Weber and went through two levels of escalation. Despite this, the issue was ultimately dismissed as “wear and tear”, and the only resolution offered was a 20% discount on a replacement lid — still costing over £300.
For a premium product at this price point, I would expect significantly better durability and customer support. This experience has fallen well short of expectations and undermines confidence in the brand.

i was sent the wrong flavorizer bars they would not fit they wanted me to return which was a big hassle i had the means to cut them to fit my grill they were supposed to be stainless they were a very low quality stainless magnet stuck and produced a lot of sparks i have been a lifetime weber customer but will think twice before buying again and will never buy from their website

Bought one of these brushes when I purchased my Traveler grill. I've been using it every time that I fire up the grill, and now the vendor tells me that there is an important recall on this brush. I went through all the hoops in order to register my brush, including taking pictures of both sides of the brush, so they would believe that it was one of theirs. After it was registered, I was told that it would be shipped out in two weeks. Two weeks went by, and I get a letter from an inept guy named Chris who is in charge of Order Fulfillment at Weber. He let me know that... "unfortunately, my replacement brush would not arrive for 8 MORE WEEKS!" I wrote him back asking him to tell me what we're supposed to do without the brush, and he never responded. If the company is run by poor management like him, then they deserve many negative reviews. They later told me that...they were doing the best they could," to get a replacement brush sent to me. If that was the case, then they wouldn't have manufactured a defective brush in the first place! Over 3.5 millions of these will need to be replaced, and some poor victims had to go into emergency surgery, due to ingesting these steel bristles in their food! I didn't have any idea they were this sorry, but I guess I'll just buy a brush from one of their competitors.

Took my order, charged me, shipped it, then they cancelled it, got it shipped back, refunded less than half, and never sent me any communication about it because my order email address and paypal email address were different. Zero accountability when I told them about it. Good products but their service is so terrible I'll doubt I'd buy anything off them again.

in UK, bought a BBQ from the 'main' dealer website-a subsidiary of weber.com. Found the same BBQ at one of their UK distributors (and then others) for £180 cheaper the day I ordered it. Asked whether they could refund the difference. No reply. website says 'under maintenance' so can't even leave a 'contact us' message. no reply from the almost daily marketing email address (no bounce back. Total lack of trust in their comms and transparency-not even the decency for a reply saying 'sorry no can do'..

How to not send an item by `DPD from WEBER. I purchased a package of items from Weber and they decided to put a fragile fire starter in a box with 2 sacks of coals. of course someone in the warehouse knows that it will get shaken about and crushes the fire lighter unit. 2 calls plus sending proof in pictures of the damage and i still have not secured a replacement. What wonderful service the customer support provide. Just an acknowledgement email saying they will get on to the issue in 5 to 7 days. So much for the BBQ this weekend. I could have got one over night from Amazon. Certainly the Weber company do not care for the bad feedback I read on Trustpilot ref 2685017 GO-06627261 Why do companies employ moron's that spoil the company name? The product is not very impressive and it will soon rust as there are paint chips already. Just poor quality it seems. Not often you see such bad feed back as many 1 stars as 5 stars that has to be bad. Reading them I doubt I will get the item replaced as promise. OK I am a retired lawyer and more than happy to issue a county court summons or go down the visa dispute route. `their choice ! Still no replacement of damaged goods. Usual run around by Weber. I may be a retired Lawyer, but I am more than will ing to issue a county court summons and if granted I will instruct the London Court to instruct the sheriffs to visit there offices and collect the money or take enough items to sell at auction.

Always thought Weber BBQ’s were quality products with a quality customer service department. How wrong was I.
I bought a Weber Genesis BBQ 2 years ago. Always covered after use. Sadly the painted BBQ body has serious cosmetic rust issues. A cheap BBQ from e bay lasts longer ! Their customer service department is dreadful even admitted they have issues with rust on painted bodies. Their long guarantee is worthless, As the body must have rust holes in it before they will consider any action. You will have thrown the BBQ away well before that, as it will look dreadful ! Just read all the negative reviews. Seriously Weber you have major issues with your quality and customer service. If you do not address your problems you will not survive

I am writing to express profound disappointment with my recent purchase experience at Webber - a company I believed upheld higher standards of customer service.

Upon placing my order, I quickly realized it wasn't the right time for an upgrade to my grill and called the next morning to cancel. Despite not receiving an order confirmation or number, a representative assured me the order was canceled and that nothing would be shipped. Yet, I unexpectedly received three accessory boxes. When I contacted Webber again, I was promised return shipping labels via email, which never arrived. To complicate matters further, a freight company appeared at my doorstep to retrieve a grill I never received, tried to collect the accessory boxes which I refused to return without proper documentation, and then asked me to sign an invoice for the nonexistent grill I never even received. That invoice clearly says ”Grill is on your dock” - I declined and took a photo of the invoice which erroneously noted that the grill was NOT in my possession.

Despite my numerous attempts to resolve this issue, I have been met with a disappointing lack of response. Promises of emails and labels have failed to materialize, and assurances of a full refund have not been followed through. NOBODY CARES!!!

Given the lack of resolution, I am left with no choice but to consider escalating this matter to small claims court and publicizing my experience through reviews. However, I am reaching out one last time to see if the CEO values customer satisfaction and is willing to rectify this situation.

I bought metal trays for my grill without creating an account. They deducted the money but never sent a confirmation email, neither the trays. When I contacted Customer Care, they said they couldn't search transactions without a confirmation number, even though they had my phone number, ID number, bank receipt and all details in the order. I have a picture of th bank receipt to prove it.

A major fire occurred involving the gas supply in a well maintained clean Weber bbq - terrible customer service continues - seemingly disregarding safety concerns and taking days between replies and blaming poor maintenance
No idea of good customer care!

Very bad experience!

Far away from premium products & service. After sending email with request, you get answer that answer might take up to 14 days...I never sow somewhere such SLA for customer service....In the end someone answer earlier, but did not answer on my question but simple send me purchase order attached & link for payment...I asked if particular accesories for electrogrill are possible to purchase, as I did not find anything about it on the website...I got purchase order with two items on it without any explanation about those. After asking again, I got longer "name" of the item like "GRATE KIT ENAMEL PULSE LARGE 2018 BB"...Great, how I should know what is it...lets see what comes next, I send screenshot of the element I need....really bad experience.

Products are fine but shipping and customer service from weber.com was ludicrous. £9.50 for 10 days delivery time within the UK for 2 small items? Customer service said this is completely normal - so just buy your weber products elsewhere.

On Friday 18th November 2022 I bought a Grilling Stone for $49.95 for baking pizzas, biscuits, bread and pastries. A Griddle for $89.95 to cook delicious dishes, such as a champagne breakfast, with eggs, onion, bacon and much more. A Precision 3-Piece Grill Set for $76.95 to flip burgers, turn vegetables or glaze your ribs with extra flavour and a Deluxe Grilling Basket for $49.95 to roast seasoned vegetables, fish and prawns.

Bought a Weber Spirit 200 grill back in 2017 thinking I would break the cycle of buying cheaper grills that last a couple seasons. I don't think the extra money I paid for a Weber has paid off. Every other season I spend $50 for flavor bars, the wheels (casters) broke apart after a couple years and had to replace burners once as well. I could have bought 3 or maybe 4 cheap grills for what I paid for a Weber. I certainly do not plan on buying another one and when this one wear's out I won't buy any more expensive replacement parts.

Sought advice on how to free up my stiff vents etc to be told to use wd40 and after using it each cook was tainted with an unusual taste so done research and turns out wd40 is not food safe and should not be used on cooking surfaces or and is flammable also. Contacted there support to be told by agent and management that this is the correct advice. Please be careful never use this on your grill and if advised to do this please report it to the fsa or trading standards

I would never buy this product again - Weber Smokefire for £1700. I have owned it for 11 months, and I have used it 4 times accordingly. 3 times it has not worked. 10 emails to customer services - I have installed 2 new parts by myself - still not working. No sign of any real help, replacement, or refund. Very poor - I will keep you posted - want the product advertised.

Ordered £2k BBQ on 30th May however no correspondence at all about delivery within their delivery expected, when I rang for an update got fobbed off with a future date, then given another later date, when I asked for a refund they said they couldn't as the item had already been dispatched even though it didn't arrive, trying to get a refund has proved hard, in the end I've had to create a dispute payment with my credit card company.

I have had a Weber eletric BBQ for over 15 years and it was very well made. This year the element failed and I called and I ordered replacement element and a replacement cover as the existing one, which had also lasted 15 years, was looking tired - though still waterproof !!

The element works OK but the cover which was over £30 for the smallest BBQ was really low quality, thin material, nothing like the heavy duty original item.

The delivery information suggested tht for returns I call which I did, it was very hard to find the number. The support agent suggested I use the return sticker in the original packaging, I explained there was none. He suggested I email them to ask for a returns sticker, I asked for their email address and was told he could not give that, I had to use the web form. I used the web form and quite some time later they posted a returns form.

I returned the cover and got proof of delivery. Some time later later still no refund, more email and a promise to refund within a further 3-5 days. 5 days later, still no refund another call and more excuses, promise to email back confirming refund made. Nothing.

The customer service from this firm is an example of how not to do it. They make it so hard to communicate with them and, post sale, appear to not really want to do anything.

I have been waiting for 2 agreed major warranty parts for approx 8 months. Each time I Weber or email them I’m told they are being shipped and will be with me in about a month from the date I speak to them. Either that or they ignore my emails. We’re now 8 months in of this nonesense back and forth and apparently both parts are now 2 months away from delivery. Inexplicably they have been able to build and restock the exact same model of bbq both on their website and with resellers but they won’t let me have the same parts. They also refuse to remove the parts from a finished bbq or send out a replacement bbq. I’ve had enough of the lies about delivery dates. The warranty is not worth the paper it’s written in if they refuse to send the warranty parts out.

Great customer service team, Ian has dealt with my warranty issues superbly. My flavouriser bar corroded through on my Weber Gensesis and ive had to claim on the warranty to have them replaced. At the moment they are not instock so Ian has offered me a good will gesture which I was happy to accept.