Buyer Beware - Ceramic Grillworks of Pittsburgh

Dunleav1

I purchased a 2 tier adjustable rack for my large BGE. I had problems with the grate and contacted the company.

"Franco" responded to me acknowledging the problem and would told me "rest assured they would make it right".

Well, after a year of many emails, Franco has stopped responding and I don't have a grate replacement.

I'm posting here and a few other forums to share how I was treated by this company.

islanderegger

I bought the 2 tier adjustable rack also, quite expensive to ship to Canada as all they use is UPS and they charged another 65.00 when it showed up.

My question is" what are the problems you have with it", as mine is always used and I love it.

DMW

@islanderegger - You did not buy that from Ceramic Grill Works of Pittsburgh, PA, you bought that from Ceramic Grill Store of Denton, TX. I have never heard of a customer service or quality problem with Ceramic Grill Store.

@Dunleav1 - Sorry to hear your experience, I have heard other reports similar to yours.

Dunleav1

The rack sags when the temp gets over 400 degrees. The sales contact Franco acknowledged the problem was with some steel on some grates. I was patient when he told me he would make it right but then he just ignored me. This has been going on for over a year. 

I figured at this point I'm not getting anything to resolve the issue but wanted to let everyone know how I was treated.

islanderegger

Oh , sorry!  Get those mixed up,doh . 

BYS1981

The ceramic grill works guy posts here sometimes, but I forget his handle.

henapple

I get the 2 confused...which one does Tom run?

Biggreenpharmacist

I've been debating buying one for my medium fake egg. This probably just cost them one customer already.

buzd504

henapple said:

I get the 2 confused...which one does Tom run?

Tom is in TX.

Chubbs

henapple said:

I get the 2 confused...which one does Tom run?

)

CGW1

@Dunleav1 I am sorry for the severe delay in your replacement rack!!  This is by no means an excuse.....There are ongoing issues with my current supplier in regards to production times, to make matters worse their equipment is down and they have been waiting for a certain part to arrive from overseas.  We are currently out of stock on Large 2 tiers since the end of Dec. I have a backlog of racks that need to be replaced.  WE WILL REPLACE THESE RACKS!!!  WE ARE NOT IGNORING ANYONE.  Sadly this out of my control and I am at the mercy of my supplier.  We are also looking into additional shops to help speed this process up.

Any questions or comments call me.  I am not dodging or ducking anyone.  412-858-5275 Shop #

Chubbs

BYS1981 said:

The ceramic grill works guy posts here sometimes, but I forget his handle.

CGW1

JRWhitee

@henapple, Tom runs the Ceramic Grill Store in texas, I have had great service from them.

henapple

Tom from cgs in Denton has never had a complaint here that I know of. His reputation is spotless...

Turk2011

I might be the only one - doubt it- but I have bought from The Ceramic Grill Store I recieved great customer service . My XL stone came to me broken however no problem. Called them with the news and I got a replacement within 3 days. I was very satisfied with there service.
I hate that you had a bad experience but negitive feed back effects 10 fold to positive.

Chubbs

Turk2011 said:

I might be the only one - doubt it- but I have bought from The Ceramic Grill Store I recieved great customer service . My XL stone came to me broken however no problem. Called them with the news and I got a replacement within 3 days. I was very satisfied with there service.
I hate that you had a bad experience but negitive feed back effects 10 fold to positive.

Ceramic Grill WORKS is what he is referring to. You are referring to Ceramic Grill STORE. Different store. You bought from the good guys.

DoubleEgger

Sounds like a refund is in order. A year is a long time regardless of ANY issue.

Turk2011

Well SOB ! It must be the whisky or the foot of snow that confused me. Probably the 1st.

SoCalTim

@Dunleav1 ... I sent you a private message.

Lit

There was a post just a couple days ago where another person was waiting for a replacement CGW xl swing grate that had an issue and was told they were on back order and he commented on a post on here where the guys wife had ordered one a couple days before and got it for him. Strange how the guy waiting for a replacement is still waiting but someone ordered a new one and they got it right away. Seems really fishy here and I have seen multiple posts about issues from ceramic grill works.

johnkitchens

This thread is getting awkward. 

DMW

Lit said:

There was a post just a couple days ago where another person was waiting for a replacement CGW xl swing grate that had an issue and was told they were on back order and he commented on a post on here where the guys wife had ordered one a couple days before and got it for him. Strange how the guy waiting for a replacement is still waiting but someone ordered a new one and they got it right away. Seems really fishy here and I have seen multiple posts about issues from ceramic grill works.

Methinks new sales are better profit than warranty replacements...

Lit

Here's th epost so people don't think I am lieing. I would be pissed if I was waiting on my replacement and saw this.

...http://eggheadforum.com/discussion/1177115/bday-present#latest

 

johnkitchens

Lit said:

Here's th epost so people don't think I am lieing. I would be pissed if I was waiting on my replacement and saw this.

...http://eggheadforum.com/discussion/1177115/bday-present#latest

 

Ouch!

Legume

CGW1 said:

blah, blah, blah, blah, blah, blah.  We are currently out of stock on Large 2 tiers since the end of Dec. blah, blah, blah, blah, blah, blah

Funny - I was able to put a large in my shopping cart on their website just a minute ago, no message about out of stock or anything.  I think you're right @DMW, at least until new sales dry up.

Biggreenpharmacist

johnkitchens said:

This thread is getting awkward. 

Its like a bad car wreck, just gotta look.

NPHuskerFL

johnkitchens said:

Lit said:

Here's th epost so people don't think I am lieing. I would be pissed if I was waiting on my replacement and saw this.

...http://eggheadforum.com/discussion/1177115/bday-present#latest

 

Ouch!

Gee this makes me want to order one right away and mod it for my MM. NOT!!!

smokeyj

Strange, I never had an issue with customer service or the rack itself. Been really satisfied.

Lit

The best part is the OP says he has been waiting for 12 months then CGW1 says they have been out of stock since December. What happened the first 9 months?

Lit

The best part is the OP says he has been waiting for 12 months then CGW1 says they have been out of stock since December. What happened the first 9 months?

NPHuskerFL

smokeyj said:

Strange, I never had an issue with customer service or the rack itself. Been really satisfied.

If you've never had a problem then you've had no reason to contact customer service. Thus why you probably feel satisfied.
OTOH if you had a problem and waited over a year with many emails etc with no resolve I bet that you would feel the same way. To say there is no product to send warranty customers and then go online and order a new one with no issue is very hinky.