Not customer service oriented.
I am new to Fl. I purchased a grill 2 days ago (not delivered yet with no date given) I didn't know know that my FL condo assoc. does not allow gas grills. I called the store to cancel the order and offered to pay a cancellation or restock fee. The store said to call corp. I called corp. today The person didn't understand that propane was a gas. She kept saying use propane vs natural gas (the grill is propane) but she didn't understand. Then she said to ask the store to switch it to an electric grill. Paradise doesn't not make electric grills. I asked to speak to a manager, and that request was not honored. I made a mistake as I didn't not know the Condo rules. The grill isn't shipped. It is the lowest cost model they make. I offered to take a financial hit via a restocking or cancellation charge. It's a heartless company. Maybe there is a reason you cannot cancel their product? I would expect they would understand my situation and help
Dave Poplin
Electrical Failure and Poor Customer Service
Absolutely unacceptable experience. I had a grilling island installed only two months ago, and the electrical system has already failed. The grill lights came on one time and then never worked again. For a brand-new installation, this is completely unreasonable and points to either defective equipment or poor workmanship.Instead of taking responsibility, the company is now trying to charge me $250 to “repair” something that never functioned properly in the first place. Even worse, they are attempting to blame me for the issue, as if normal use somehow caused a brand-new electrical system to fail. That is insulting and unprofessional.A company that stands behind its work would inspect the issue, honor their warranty, and correct the problem without shifting blame or demanding additional money. This company has done the opposite. Between the lack of quality control, refusal to accept responsibility, and the attempt to nickel-and-dime a customer over a brand-new installation, I have lost all confidence in their integrity.If you are considering an outdoor kitchen or grill island, be warned: if something goes wrong—even within weeks of installation—you may be met with excuses, finger-pointing, and repair fees instead of support. I regret choosing this company and would not recommend them to anyone expecting quality work and honest customer service.
DK
purchased a $14,000 BBQ with a Bar
purchased a $14,000 BBQ with a Bar. Was told multiple times during the sales process the bar was made of solid stone and “would last forever. “ 14 months later the edging of the stone bar is significantly flaking/deteriorating. I called customer service multiple times and was told they could send a repair kit or a service person for an $250 charge. I opted for the service call to have the issue professionally rectified. Service person showed up timely and said there was nothing they could do and left ! I reached out to customer service and was told “sorry but we can’t fix all issues.” Will be filing a report with the better business bureau. Buyer beware!
mhg
I purchased the full outdoor kitchen…
I purchased the full outdoor kitchen ensemble—two grills, refrigerator, and stovetop—for over $17,000. Without exaggeration, this is the worst-quality grill system I’ve ever encountered.The issues started immediately: rainwater leaks like it was designed to collect water, exposed and unpainted Hardie board, and components that feel like they were stamped out as cheaply as possible overseas and then “assembled” in Texas.I own and operate a steel fabrication shop in Hialeah, Florida, and in my entire career I have never seen craftsmanship this poor sold at this price point. I was under the impression that Texas took pride in “American-made” products and solid workmanship—apparently, not here.After the amount of rework I’ve had to do just to make this usable, I’m honestly considering manufacturing my own line of grills and competing directly with Paradise Grills. Based on this experience, that may not be very difficult.
Phil
Explosive Diarrhea from Pot Roast
Last Thursday I had dinner with 8 friends. I ordered the pot roast. It was terrible and did not taste right so I only ate a few bites of pot roast, a few carrots and a small amount of mashed potatoes. It tasted like it had been repeatedly heated.On my drive home I experienced severe stomach cramps. At home I had 3 bouts of diarrhea. Not going back to Paradise Grill. Very unpleasant experience. One friend had the ahi tuna which she hardly ate because it didn't taste right.
dee
What a pathetic excuse of a company
What a pathetic excuse of a company. My most regretful purchase ever at 60 years old. Paradise Grills (PG) only cares about your money - nothing else. Starting with the high-pressure hard sales ploy, which one might consider fraudulent in nature when the sales team omits that the contracts state that ALL SALES ARE FINAL - NON CANCELLABLE, with no refunds. And yes, PG will remind you of that anytime you try to cancel, even if it is due to their fault. After almost five months of their failure to deliver, the contract indirectly states that they have one year to deliver your BBQ, as you are required to take delivery within this timeframe, which I was made aware of with an exclamation point. I was told I could cancel and forfeit my $5K deposit. Then I was lied to many times about the delivery, including sending it out with a trucking company. Then fly an installer (note just one installer) to install the BBQ. I was never able to obtain the name or flight number of the installer. Oh yeah, they wouldn't show unless they received the final payment in full, so beware of that. The BBQ supposedly arrived in a covered truck with insufficient equipment to remove the BBQ from the truck. No word from PG after numerous emails for weeks; then, finally, it arrived, 6 months after the delivery request. There is no escalation process; Kelsey Letson, head of customer service, doesn't respond to calls or emails, so escalating is a waste of time, as all executives, owners, and management are digital cowards with no visible public presence. Your sales rep wants nothing to do with any issues after your contract is signed --- they are not your friend, pal, and basically, you know when PG is lying when the mouths move. Finally, I can only hope I get 3 decent years of use out of the grill so it is not a complete write-off waste of time and money.
SpotRock
We went in looking for an outdoor…
We went in looking for an outdoor kitchen and heard about this location. They have outstanding and beautiful products. If you go by make sure you ask for Christy Morris she is very knowledgeable and accommodating. She made it worth the drive from New Orleans.
Shell Bell
Do NOT buy from this company
Everything from start to finish was a negative rating. Do NOT buy anything from this company! Poor quality; consistent lying and runaround; read and understand the fine print- otherwise don’t sign; my worse experience dealing with a company in many decades. Made in China crap.
don mcguirt
Beware of predatory sales practices by…
Beware of predatory sales practices by this company. I put a down payment on Friday. November 14, 2024 was told by the field manager had until Monday to cancel it due to the fact I was building a home. I wasn’t sure that the unit was proper. I decided to cancel on Monday by a phone call and by text messages to the same field manager, and was told it was nonrefundable. There was another couple there. That hurt him also say I had until Monday to cancel yet they will not return my $9100 they’ve been holding since then this was a sale that was done offsite and according to the law, I had 48 hours to cancel not including Sunday, which I did on Monday morning that following Monday morning and again I was told it was nonrefundable. They have not returned my $9100 I have sought and filed a complaint with the Attorney General of the state of Florida consumers division and I’m waiting for their decision on this absolutely ridiculous. Very predatory sales practice. Be careful what. You sign
RON SANFILIPPO
Service post sale is horrible!
Sales was amazing. Just lied about the amazing warranty they offer. I purchased a unit 6 weeks ago, used it once, already not working. I called the service department requesting a repair, they needed to charge me $99 just to come see it. I spent $9.000 on this unit and 6 weeks later, it’s not working, but they want to charge to come fix it. Keep in mind; utilized the unit once, stopped working completely. They do not want to even consider coming out in good faith even if the unit is 6 weeks old!UPDATE- CS called me, refunded my service call fee, and fixed my grill. Thank you.
Antonio Gonzalez
The company has a no return policy and…
The company has a no return policy and the product they delivered part of it did not work. Had to have it repaired with replacement parts and less than 60 days.I highly discourage anyone from buying from this company. It took 60 days to get all things ordered, but they took the money right away and that’s what the company is about is the money not the service. I also spent the additional $200 to join the club so you get upgrades discounts, etc., but at this point still have received nothing from them or any discounts offered. I wouldn’t even give the company a one star writing the office staff and support staff of service team and incredibly rude service text. They have to be great and they have been. When we ordered our grill and accessories, they were out of accessories but did not tell us they were on backorder. When they set the grill up, they’re not allowed to hook gas up so they can’t test the grill to see if all parts work which makes it even more difficult for you to hook it up test it and make sure it all works. At $6000 for a grill you would think the company would be Friendly and efficient to resolve any issues and if you’re dissatisfied you would think they would return the product they don’t. So in that case, don’t buy it and you will have no issues with them. If you buy it, you will have issues. Read all the reviews the for spending six grand!
Cosmo Easterly
read the warranty
grill ok. The unit with refrigerator 6 months old and refrigerator doesn't work. Warranty covers parts but $250 technician fee.
Michael Calderone
Paradise Grills
Paradise Grills, buyer beware! they say they deliver but what they actually do is drop off the grill in the dark of night!.I was told all we had to do was have plumber do the hook ups...NOT TRUE....all they do is drop it off for 500bucks!! rip off.. Even the drop off guys said they get this complaint all the time, said they are very unprofessional companyI filed a complaint with BBB, I hope others do so as well to drop their rating. they are the worse company I have ever encountered.
Lynde Florence
Bait and Switch
Over the years, I’ve visited several Paradise Grills locations and have always admired their products. Most recently, I stopped by the International Mall location in Tampa and finally decided to purchase the Aruba line, including the upgraded grill with LED-lit handles. The sales associate, Brian, told me I was getting a $4,500 value, making the closeout deal seem too good to pass up.However, when the grill was delivered on Friday, the experience quickly soured. The rotisserie burner didn’t work, the umbrella arrived broken, and to make matters worse, the grill they delivered was the base model—not the upgraded version I was promised. When I contacted Brian to address the issue, he claimed there must have been a "misunderstanding." I then reached out to corporate, hoping for a resolution, only to find they were standing behind the misleading claims of their sales associate.In the end, I spent $8,000 and received a $1,900 grill and a broken umbrella. As someone who’s been in sales my entire career, I have zero tolerance for dishonesty—especially when it’s supported at a corporate level. This has been a deeply disappointing experience, and I wouldn’t recommend Paradise Grills to anyone.
Jeff Kaplan
My experience with Paradise Grills has been the worst ever, I have never encountered such bad customer service
My experience with Paradise Grills has been the worst customer service I have ever encountered. I purchase an outdoor kitchen in July of 2024, the actual delivery date was on Octboer 4, 2024 and from the moment it was being delivered I noticed that there were many things wrong with it, the countertop was in two parts which would have been fine, but that problem was that countertop were completely different in color and style and they did not align together and therefore the interior lining of the dual burner has a space between the dual burner and countertops and for that reason the liner was cut into various pieces in order for it to fit which it should be in one piece, and the trim on the outdoor refrigerator is missing, Paradise grills has refused to help with the obvious issues and they are claiming that since the damage is at the back I should be happy with this, just so you know my outdoor kitchen is not against a wall and what they claim is the back is actually the front, I have never encountered such bad customer service and I will never be a customer again, the price that I am paying for outdoor is extremely expensive and the company just has not cared at all, they have made at least 5 or more service calls and no resolution and they have also lied about my intentions of not being available but I have made myself available sometimes leaving work early and having to wait at time up to almost midnight for them to show up, It now has been 5 months and they continue to refuse to make the changes to all the damages that were stated on the delivery date.
M. Moran
My Experience with Paradise Grills: Great Product, Poor Customer Service
Let me start by saying—I love my grill. It’s well-made and performs exceptionally. However, my frustration lies with Paradise Grills' company policies and poor customer service, which fail to support customers after the purchase.Main Concerns:Unclear Stock Availability & Cancellation PolicyWhen ordering from paradisegrillsdirect.com, there is no way to know whether an item is in stock. If it’s out of stock, Paradise Grills refuses to cancel the order, forcing you to wait 6-8 weeks for it to arrive. Most reputable companies prioritize customer service and offer refunds for out-of-stock items—Paradise Grills does not.Safety Recall Only for Original OwnersParadise Grills issued a safety recall for grills manufactured between 2009-2020 due to a gas buildup issue that could cause an explosion. However, this recall only applies to the original owner, not anyone who purchased a used grill. This is unacceptable—safety should apply to every owner, regardless of who originally bought the product.Misleading Shipping DocumentationParadise Grills' shipping department is unreliable. They list items as “shipped” on paperwork when, in reality, they were never sent. This can cause major issues when trying to track missing parts.Excessive FedEx Ground Shipping FeesParadise Grills overcharges for shipping. For example, shipping a 10-pound package from Lakeland to Sarasota costs $106—far beyond standard FedEx Ground rates. They are clearly not passing on any shipping savings to the customer.Final ThoughtsWhile I absolutely love my grill, anyone considering a purchase from Paradise Grills should be prepared for poor customer service, misleading shipping practices, and expensive shipping fees. If you need replacement parts, expect high costs and long wait times.Would I buy another grill from them? Only if their customer service drastically improves.
Lee Davis
Not the quality we were expecting... customer service after the sale is POOR!
We bought an outdoor grill with island and barstools in Tampa, FL. The delivered it in the dark so we did not see any issues at the time of delivery. Over the next couple of days, we found metal rivets on the ground, the umbrella lifted out of its sleeve and went flying while we were sitting at the bar, and the fridge would move/come out whenever we opened its door. We called their corporate customer service with our concerns and sent photos to the representative I spoke with. She never responded. I had to follow-up multiple times before getting a response. Then someone else from customer service called advising that the rivets we found had fallen out of the fridge door and I was told to put them back myself. They will send new ones in case these are bent. As for the fridge and umbrella not being secured, I was told their products are "plug and play" and NOTHING IS SECURED to the unit. I would think that at the cost of their products that they would be better made. We are greatly disappointed in the quality of the product. Unfortunately, there isn't anything we can do at this point. We are stuck with what we bought. We can only hope that this review helps other so no one else has the same poor experience that we have had!
Matty Green
Beware of purchasing a Paradise grill
Beware of purchasing a Paradise grill. During installation they cut the opening in the countertop to large, and had to jerry rig a fix. The $6,000 grill is not even close the performance of my old Weber grill. I bought the grill in December of 2024, and this month I got a charge for $190 for a maintenance contract which I did not agree too. Customer services refuses to reimburse.
David Rusch
I purchased a $14,000 BBQ with a Bar
I purchased a $14,000 BBQ with a Bar. After one month, the foot rail started rusting. I called customer service, and they told me they could send me a list of names of rust removers—inferior quality and service. Do not believe their warranty claims they are just deceitful sales tactics. Buyer beware!
Joe Levy
Ron Boucher was very helpful in…
Ron Boucher was very helpful in choosing our new outdoor grill. We are very excited to enjoy it in the very new future.
Herb Milich
