Rocks BBQ????

smtalbert

Has anyone been in contact with rocksbbq?  I purchased a few items off the web site a couple weeks ago and they have been unresponsive to calls and emails?   Card dispute in order?  

Thank You

DoubleEgger

I had a similar customer service issue with them. Sorry you got sucked in. Welcome to the forum nonetheless. 

lousubcap

Welcome aboard and enjoy the journey.  Above all, have fun.

No help with your issue but sounds like it's time to hammer 'em. 

smtalbert

Thanks for the welcome, been a long time lurker here and have done business with a few here.  I bought my stoker a few years ago and was looking to add a few k type adapters.  I ordered them on the 5th!  No response.  

 DoubleEgger said:

I had a similar customer service issue with them. Sorry you got sucked in. Welcome to the forum nonetheless. 

DoubleEgger, Did your issue get resolved?

Foghorn

1) Welcome aboard.

2) To make sure DoubleEgger gets back to you @DoubleEgger is the way to do it.  He'll get a notification.

DoubleEgger

smtalbert said:

Thanks for the welcome, been a long time lurker here and have done business with a few here.  I bought my stoker a few years ago and was looking to add a few k type adapters.  I ordered them on the 5th!  No response.  

 DoubleEgger said:

I had a similar customer service issue with them. Sorry you got sucked in. Welcome to the forum nonetheless. 

DoubleEgger, Did your issue get resolved?

Not really. I quit bothering with it. Good luck to you. 

smtalbert

@Foghorn. Thanks

DoubleEgger

Mine was a technical issue. I returned the unit for repair and didn’t hear back from them for about a month. Came back with same issue. 

WeberWho

They've been known to take forever and have crappy customer service. I've been fortunate and have had good luck with their controllers.

They stopped selling their controllers and now only sell accessories for them. Probably pretty quiet over at Rocks BBQ. Too bad. I really like their stuff.

Foghorn

smtalbert said:

@Foghorn. Thanks

Well done.

smtalbert

@WeberWho , too bad. I have had good luck with the controller(stoker is with WiFi), other than the iOS app support which ****  the bed and their sensor cables have all melted on me so i ordered some high heat k type cables from a supplier and several k type adapters from rocks bbq....which I am still waiting without communication as of May 5th.   What a shame, they should shut down the site.  Seems like outright fraud?

builderdawg

smtalbert said:

Has anyone been in contact with rocksbbq?  I purchased a few items off the web site a couple weeks ago and they have been unresponsive to calls and emails?   Card dispute in order?  

Thank You

If they continue to be unresponsive, contact your credit card company and they will likely reverse the charges. 

NPHuskerFL

Try calling.  When I had a tech issue that's all I did or go to FAQ on their YouTube. Truthfully I haven't used my Stoker in quite some time...like probably over a year.  But, it works just the same as the day I purchased it.  

NPHuskerFL

The K adaptors don't seem like a real issue though. I can't imagine why you'd have to wait more than a week.  I believe they're in CA so from there to FL 5 days ground on a normal basis.  Seems odd for sure.

DoubleEgger

NPHuskerFL said:

The K adaptors don't seem like a real issue though. I can't imagine why you'd have to wait more than a week.  I believe they're in CA so from there to FL 5 days ground on a normal basis.  Seems odd for sure.

It’s typical not odd. Those folks have no business dealing with the public. I called them at least a dozen times before I got a call back. It won’t be long before they are out of business for good. 

lkapigian

DoubleEgger said:

NPHuskerFL said:

The K adaptors don't seem like a real issue though. I can't imagine why you'd have to wait more than a week.  I believe they're in CA so from there to FL 5 days ground on a normal basis.  Seems odd for sure.

It’s typical not odd. Those folks have no business dealing with the public. I called them at least a dozen times before I got a call back. It won’t be long before they are out of business for good. 

I have only had luck calling over and over and over 

Canugghead

Another unhappy camper here. Years ago had a plug broke inside the socket in spite of pampering. It was causing a short and rendered the unit useless. Emailed and got quick response but no help or advice whatsoever. 

I ended up opening the box and chopped the wires to isolate the jammed socket from the board.  It's has been working since.

lkapigian

Soon as I get another "cheat" I will be giving my stoker way, works great but I am not an IT guy and I want the remote access .........so stay tuned 

DoubleEgger

lkapigian said:

DoubleEgger said:

NPHuskerFL said:

The K adaptors don't seem like a real issue though. I can't imagine why you'd have to wait more than a week.  I believe they're in CA so from there to FL 5 days ground on a normal basis.  Seems odd for sure.

It’s typical not odd. Those folks have no business dealing with the public. I called them at least a dozen times before I got a call back. It won’t be long before they are out of business for good. 

I have only had luck calling over and over and over 

I chalked the Stoker up as a life lesson. I’ll never call those turds again. I don’t need that kind of stress in my life. 

lkapigian

Looks like they have moved to Sacramento from the Bay Area, not sure if that matters, the move seems recent and looks like a house address

We have moved!

Our new Address is:

Rock's Bar-B-Que

3140 Palmer St

Sacramento, CA 95815

Tel : 510 792 7700

Fax : 510 792 7700

DoubleEgger

lkapigian said:

Looks like they have moved to Sacramento from the Bay Area, not sure if that matters, the move seems recent and looks like a house address

We have moved!

Our new Address is:

Rock's Bar-B-Que

3140 Palmer St

Sacramento, CA 95815

Tel : 510 792 7700

Fax : 510 792 7700

If it’s a house, you know someone is there at least part of the time. They are just lazy. 

cookingdude555

Zooming into street level, 3140 doesn’t exist. Man I just found myself bored looking that up. 

lkapigian

cookingdude555 said:

Zooming into street level, 3140 doesn’t exist. Man I just found myself bored looking that up. 

3140 Palmer StSacramento, CA 95815

3 beds 2 baths 1,492 sqft  

cookingdude555

Haha. Google maps says it exists, but zooming into the street level I found the house to either side, but not that one. Plus I started to feel like a stalker. 

HeavyG

cookingdude555 said:

Haha. Google maps says it exists, but zooming into the street level I found the house to either side, but not that one. Plus I started to feel like a stalker. 

There's a car in the driveway so they might be home right now - go ring the doorbell and demand service/satisfaction!

DoubleEgger

I have no issue with home based businesses. I have an issue with poorly run businesses. 

Carolina Q

DoubleEgger said:

NPHuskerFL said:

The K adaptors don't seem like a real issue though. I can't imagine why you'd have to wait more than a week.  I believe they're in CA so from there to FL 5 days ground on a normal basis.  Seems odd for sure.

It’s typical not odd. Those folks have no business dealing with the public. I called them at least a dozen times before I got a call back. It won’t be long before they are out of business for good. 

What seems odd to me is that they are still hanging around at all! I joined this place nearly 10 years ago and I remember reading about their customer service issues even then. Seems that everyone who tried dealing with them had the same sad song to sing. That's the main reason I bought the Guru (well, that plus I have no interest in wifi controllers). And yet, in spite of the continued bad press, they persist.

As for their move to Sacramento, their website says...

"You may not visit us at this location.
We do not have a store front."

GrateEggspectations

Sounds like a chargeback is in order. 

smtalbert

Well, I would say I have given them more than enough opportunity to do the right thing.  After several phone calls and emails with no response it’s time for the “nuclear option”.  Anyone have an idea where rocks source their TRS connectors for their k-type adapters?  Maybe I can terminate the cables myself.

lkapigian

I just tried the number out of curiosity , can even leave a message, just rigs till you have to enter a remote access code--on the TRS Connectors ,no idea but somehow the connectors they use are coded "serialized" so the stoker knows what is looking at 

smtalbert

It’s Alive! Its Alive! Stop the presses!  I have correspondence via email.  We shall see how this turns out.