They are not all Bad
Purchased a Charbroil Titan in the summer of 2014 used from Feb to Nov each year and at least 4 times a week, so a lot of use in the past. Has been in a covered shelter since new but this past year is showing signs of steel parts rotting away. As of today just found the ignition system no longer functioning, not sure if it's the switch or igniter that's faulty, Big issue now is getting spare parts. From my experience this was without doubt the best grill I ever purchased, it's a shame that they have now moved away from the stainless steal cooking surface in favour of a coated cast iron cooking surface. Unfortunately I am not hearing positive experiences from owners of more recent purchases from this brand. So I guess by hook or by crook i'll keep my current grill going until it falls apart.
Steve Cooper
Excellent customer support experience
Excellent customer support experience. Their response to my email was next day, and I received a replacement part in 4 days from my initial contact. While assembling my Professional Power Edition 3 Burner grill I broke the connector off one of the wires to an igniter. I emailed Char-Broil and they responded the next day requesting additional information about the product and where and when I purchased it, etc. They also sent a detailed parts list so that I could properly identify the broken wire by part number. Once they had the requested information they notified me that they would be sending me a replacement at no cost. The part arrived two days later. I'm happy to report that my grill is now working perfectly. I consider this fantastic customer service at a level way above the norm.
Gerry
The best BBQ
I’ve really enjoyed using the Char-Broil Essential 3G 3-Burner BBQ over the summer months. The easy ignition system makes firing it up effortless, and the deflector grates do an excellent job of distributing heat evenly, giving great results every time. From juicy steaks to grilled veggies, everything cooks perfectly. The build quality feels solid, and it’s simple to clean after each use. Overall, it’s made outdoor cooking an absolute pleasure — a reliable, well-designed grill that’s truly a dream to cook on.
CorritsBT
70% x 1 star!
70% x 1 star!! Listen to the reviews... We bought a BBQ in July and there was a part missing (a clip) and am still trying to have this simple part sent out... Charbroil have raised an order for the part, but also keep telling me that is is not in stock (even though they are obviously still making and selling these)I wish I had read the reviews before purchase and now that I have read the reviews am even more concerned!Absolutely terrible that they would rather create an unhappy customer and force me to hopefully get through to them with this bad review, than simply sort it out in the first place... They should be embarrassed...
customer
Fail after 2 uses! No one is interested in warranty claim
I bought CharBroil Smart-E back in April this year, used it twice and the third time it would not switch on. So I contacted Appliance Direct (our supplier) who directed us to CharBroil website for warranty claim. After asking us to take lots of pictures of diagnosis, they have sent us 3 separate parts over 3 separate occasions. None of the parts fixed the problem. I then requested for a new replacement, CharBroil told us to contact Appliance Direct, and now Appliance Direct told us that they have left it with CharBroil senior technical team. Each reply from CharBroil when I chased us is very standard: "...As soon as this is sorted out, we will contact you and appliances direct both...."Each party seems to have "slippery shoulder" and I have not had any confirmation from CharBroil to date, assuming it is now solely CharBroil's decision? This claim was initiated since 12/8 and summer has come and gone. I am extremely disappointed with what I thought was a good German brand. Come on, how can such a good brand fail after 2 uses?! They're not cheap! And they seem to be reluctant to deal with warranty claim?Only if I have read Trust Pilot reviews first, I would have never spent so much money on such a rubbish brand! Never go near CharBroil!!
C
Please don't buy from this brand
Please don't buy from this brand. I recently purchased the Charcoal L. After the very first use the paint had started to flake away in several areas and the charcoal tray was badly bent out of shape. After raising this with the customer service team they told me that this was user initiated damage caused by "too much heat".As ridiculous as this sounds, I told them that I followed all first cook instructions, but they dismissed what I said, appalling treatment, I will never buy from them again.
sam
Just spent £700 on a Char-Broil BBQ and…
Just spent £700 on a Char-Broil BBQ and the customer service help is worse than pathetic. No help, No reply to emailsStinky Smokey BBQ that cooks awful food . Just avoid this lot and go to Webber.
Andrew gentle
Totally disappointed with their customer service
I have been trying to source a replacement part G421-3700-W1 the 3 burner tray for two years now. One of the heat shields has disintegrated and so the bbq can only be used with two of the three burners. I’m so disappointed with this - not so much the product but the inability to purchase spares. I would rather recommend building a fire than buying one of these - unless char broil can resurrect my lack of faith. Just don’t buy one unless you expect to discard it after a couple of years!
Paul B
Redeemed!
After receiving the wrong spare part originally, I was pleased to find out, very quickly, that a new and correct part was dispatched. It is now fitted and working like new...Many thanks...
Neil Hawkins
We have had a gas 2 coal model for less…
We have had a gas 2 coal model for less than 5 years. Both heat shields are corroded one is about to collapse, the other has holes in it soon to follow its mate.Supposedly made of stainless steel, ho ho ho it’s built in China, and from my engineering experience their stainless steel is rubbish and does not meet UK / EU standards. A German company supplying crap.
Andy Barnes
Charbroil is a company I will never…
Charbroil is a company I will never deal with AGAIN. I bought an electric smoker from the in 2021 and due to significant ill health issues haven't been able to use my purchase. Earlier this year I received a recall notice and having purchased it through Amazon was advised to back through the company I purchased it from Topline Solutions Limited. They have not been helpful and having been chased confirmed that due to the time since I purchased it, they are unable to help. Not sure what they did anyway. I have tried to contact the CEO who doesn't respond and despite having a case registered with Charbroil I get no updates. I think I have wasted £399 on a useless piece of kit. Charbroil have the balls to respond and sort out your customers. Look forward to hearing from you.
David
Shocking customer service
Shocking customer service , warranty claim raised 30 days ago, heard nothing apart from automated reply . Chased up with further emails , no response. Unable to use BBQ - its a shame as product is good but with zero customer support and warranty help i would not recommend at all
Richard
Shocking company- avoid at all costs
Shocking company- avoid at all costs! Purchased a coal2gas 330 which arrived with a damaged searing plate. Contacted customer support via their website, chased twice and literally no replies in over a month.Contacted their US entity for help who told me to contact their European entity, based in Germany!Contacted their MD on LinkedIn, got nothing back.Posted on their page and had a reply to say my complaint was escalated to their head of customer services…yet again, no reply a month later.Whilst this was ongoing one of the three burners on the grill broke so not only is their customer service non existent but their products are unreliable.I have since returned the bbq to the retailer I bought it from and have ordered a Weber!
grundyjonhotmail.com
No Customer Service
Terrible, or should I say non existent customer service!! We were sent a BBQ and as we assembled it, we discovered we have been provided with 2 x right side tables (cut out angles, so left and right are different). We thought it would be easy to just get a left side table sent to us... NOT A CHANCE. No response from Char Broil after completing customer service contact form, messages sent via Instagram and Facebook, plus you can't call them either. Luckily I purchased through Amazon, who were amazing and sent out a replacement the next day! AVOID AVOID AVOID, because if you have problems, you will never get hold of customer services!!
Nicole Evans
ZERO star, not even one - does Char Broil 'customer support' exist?
I would have preferred an option to give ZERO stars rather than the one. Received a component to replace a substandard one, however the replacement was more damaged than the part it was supposed to replace.Two other substandard components should be replaced as well. A string of emails marked URGENT have been transmitted over the last four weeks to so-called customer support, which it isn't. There has been no response on their part, not even an acknowledgement the sent emails have been received. This issue has been going on for nearly a year now. I have written (hard copy) to the European MD who will, I can only hope, take action to resolve the matter.
Jeff N
Difficulty getting a response from customer services
I have been delighted with my Professional series BBQ -it really is great. However the the spark igniter recently failed, which was not what I expected on this premium product, and I hoped this would then be replaced by Char-Broil. After logging my request via their portal 19 days ago, and getting an automated case number (CE30362) I have had no subsequent response. I have sent a follow-up email and again no response.This is really frustrating..especially as there is no telephone number to call. I would expect a better level of customer service to support a great product.
Ian
Terrible (or not existent) customer service
Terrible (or not existent should I say!) customer service!!While the product is good, it came with a missing front door handle. The customer service never got back to us after several emails. They don’t have a phone line and don’t answer to emails. So if you encounter any issues with your product, you are on your own!
Customer
Do not buy from this company you have been warned!
Bought a premium charbroil 440 model for nearly £700.. il keep this short as i could talk the negatives about this company all day long.. the company advertise and pride in that there grills can reach temps of 350 degrees giving professional cooking results, within 6 months its struggling to get past 275 even after cleaning maintaining etc.. ring the company and the worst customer service you could ever recieve! 5 year guarantee? Yeh right i had to argue for ages with someone telling me "you dont need 350 degrees as sear lines can be produced at 250 degrees" erm do you think i bought this grill for fun to cook at temps my house oven can reach?? I cant even cook a steak right as it cant get hot enough.. first 6 months was amazing best steaks ever! Finally they agree to sending out some parts once i threatened legal action.. guess what? Its a years waiting list for the parts and im still even waiting! I rest my case..Biggest regret ever buying from these guys, the inner ceramic paint is peeling and the item is starting to show rust and this is on an item that has been babied from new lived under a garden gazebo and cover so is dry all year, iv even waxed it to give extra protection but no the quality isnt great.. i wont even ring them as its completely pointless as they will wriggle out of it somehow its like dealing with a back street cowboy not a professional company. The warranty is not worth the paper its written on.. stick with reputable companies that honour there warranty and guarantees to keep customers happy that spend £700.. all these reviews at 2 star cannot be wrong! Buy at your own peril you have been warned!The autopilot type reply will come back to this asking for details and how they can help which translates to we need to look like we are attempting to do something and when we speak to the customer privately will do what we are best at which is pushing customers to the competition as we are clueless so save your time charbroil..next for me is a weber.
Khurom Mushtaq
Ordered a controller for my grill and I…
Ordered a controller for my grill and I received a tracking number on 2/13/2025 and it says waiting on USPS. It's now 02/25/2025 and still showing the same thing. I called customer service and they are trying to blame the post office.. I have a ebay store and ship a lot so I know that their blaming USPS is bullshit... I should have ordered it from Amazon.. live and learn
lawrence walker
Awful Warranty Service
I bought a 3 burner Grill/Griddle combo in Black when I bought my new house back in July 2024. When I opened the package I found that the main door on the front (for loading the propane and accessing the griddle storage) was dented. Called customer service (Case # CB84954) and they were not able to find the actual part number of the door since it was a new model (first bad sign). Called back again to check and they finally found it but it was out of stock and they couldn't tell me when it would be available. Checked back in a few more times with no luck. Finally tried in Dec 2024 and they said that yes, they have it in stock no and would be shipping it out directly. Nope. Just called on Feb 17, 2025 to hear that they still haven't shipped, and they don't know when. Was told that it was just a dent so it's still functional. WHAT? That's not even close to the point. Lost a lot of faith in their customer service. No accountability, just kick it down the road another few months. Maybe I'll get it on the 1 year anniversary of the purchase! Yes, the grill is functional and nice to cook on, but I can not recommend this company.
Michael Curtis
