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Damaged Blackstone - Need advice

Gym
Gym Posts: 366
in EggHead Forum
Hey all,
I reached out to you guys a few weeks ago about where to buy a Blackstone while visiting the US. I took your advice and bought a 36" from bed Bath and Beyond. I ordered and had it shipped to the store in Sandusky.
I got it though customs and home yesterday. Tonight I opened the box to assemble the unit and found it to be so badly damaged that I can't even assemble it.
My question is... where do I go from here? Do I contact the seller which would leave me having to travel 7hrs (each way) for a replacement? Or contact the mothership, who hadsn't even got back to me yet (from 2 weeks ago) on where to buy one?
I was pretty stoked to use it this weekend... Looks like I'll be using a frying pan for quite some time.
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    https://www.blackstoneproducts.com/customer-support/
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  • milesvdustin
    milesvdustin Posts: 2,882
    Blackstone seems to be a very stand up company. Shoot them a message 

    2 LBGE, Blackstone 36, Jumbo Joe

    Egging in Southern Illinois (Marion)

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  • Jeremiah
    Jeremiah Posts: 6,412
    Maybe the Kamado Joe forum?
    Slumming it in Aiken, SC. 
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  • RRP
    RRP Posts: 26,453
    Excuse me, but I'm just curious...was there any noticeable damage or re-taped areas on the box? 
    As for the damage can you be more specific? 
    Re-gasketing the USA one yard at a time 
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  • TEXASBGE2018
    TEXASBGE2018 Posts: 3,831
    What genius told you to buy that at bed bath and beyond? You won’t get any help from bed bath and beyond most likely. That’s a store for freaking bath towels and bed sheets. Why didn’t you get it from walmart or amazon? You wouldn’t have any issues getting a replacement from them. At this point try calling, not emailing blackstone and see what they can do. I dunno if they will do much since you bought it from a 3rd party. I’m not trying to be a jerk. It’s just that a blackstone is a huge outdoor griddle. Buying it at bed bath and beyond is like buying fresh meat off amazon. Sure they sell it, but do you really want to???? Good luck I hope you can get it worked out. Blackstones are a fun addition to the egg.


    Rockwall, Tx    LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.

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  • Gym
    Gym Posts: 366
    Thanks guys. I'll contact them tomorrow. I only thought bouncing the idea off you guys first wouldn't hurt. I was concerned since this isn't a typical situation. 
    They haven't been the quickest with regards to getting back to me in the past... Let's hope things improve! This really sucks, I had big plans for the weekend.
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  • Gym
    Gym Posts: 366
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  • DMW
    DMW Posts: 13,836
    edited June 2018
    From the Blackstone Warranty Info Page (https://www.blackstoneproducts.com/customer-support/warranty/):

    "This warranty shall apply only within the boundaries of the Continental United States of America." 

    So, you might be better off returning it for exchange on another one. I'd recommend opening the package somewhat and inspecting it before leaving the parking lot.
    They/Them
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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  • Carolina Q
    Carolina Q Posts: 14,831
    I don't know if they'll do anything for you (Canada, bb&b, duties et al, but I'd suggest a phone call. Istr BS has Live Chat too. They may tell you you'll have to deal with bb&b, but at least you'll know right away.

    Maybe one or the other will send a replacement. Or if just one part, maybe BS will send that. Good luck!

    I hate it when I go to the kitchen for food and all I find are ingredients!                                                                                                                                                                                                                           

    Michael 
    Central Connecticut 

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  • bgebrent
    bgebrent Posts: 19,636
    That’s unacceptable.   They need to send you a new one.  Undamaged.
    Sandy Springs & Dawsonville Ga
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    @dmw you put more effort in than me...
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  • TEXASBGE2018
    TEXASBGE2018 Posts: 3,831
    Yup that will do it then. Sorry that happened! Call blackstone and mention that you received it that way from the carrier and see what they will do. Send them those pictures via email once you talk to them on the phone. They may tell you to file a claim against the carrier given that it looks beyond any kind of repair or replacement parts.


    Rockwall, Tx    LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.

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  • Gym
    Gym Posts: 366
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
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  • DMW
    DMW Posts: 13,836
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    There isn't. It doesn't matter if you buy it from Walmart, BB&B, Amazon, ACE Hardware, etc.
    They/Them
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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  • Gym
    Gym Posts: 366
    @rrp the box had some small wounds, but nothing to indicate it had been dropped and damaged to this extent
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  • TEXASBGE2018
    TEXASBGE2018 Posts: 3,831
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    Well it doesn’t matter where you got it in the sense that they may sell it there but I don’t buy my groceries from a store that sells tires so why would you want to buy an outdoor griddle from a place that sells towels. The issue is that I dunno how willing and easy they will be to get this worked out. As you said they are 14hrs round trip from you. If it was amazon they would probably just have shipped you a new one and said have a nice day and let you keep the other one. 


    Rockwall, Tx    LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.

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  • TEXASBGE2018
    TEXASBGE2018 Posts: 3,831
    edited June 2018
    DMW said:
    TEXASBGE2018 said:
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    Well it doesn’t matter where you got it in the sense that they may sell it there but I don’t buy my groceries from a store that sells tires so why would you want to buy an outdoor griddle from a place that sells towels. The issue is that I dunno how willing and easy they will be to get this worked out. As you said they are 14hrs round trip from you. If it was amazon they would probably just have shipped you a new one and said have a nice day and let you keep the other one. 
    Because Amazon doesn't sell towels...
    Really? Are you the genius that told him to buy it from a store that specializes in kitchen aid mixers, foot massagers and snuggies? My point is that this is the kind of item to where if something screws up (like it did here) you want the people that will give you the least issue when trying to fight them on their screw up. So amazon, walmart, and ace are all much clearer choices than freakin bed bath and beyond. Amazon would have taken 1 look at those pictures and said “oh hey we can either refund you or send you a new one, which would you prefer? Bed bath and beyond is gonna answer and you will have to tell them 5 times just what the hell you are even talking about when you say you bought a blackstone outdoor griddle.


    Rockwall, Tx    LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.

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  • DMW
    DMW Posts: 13,836
    TEXASBGE2018 said:
    DMW said:
    TEXASBGE2018 said:
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    Well it doesn’t matter where you got it in the sense that they may sell it there but I don’t buy my groceries from a store that sells tires so why would you want to buy an outdoor griddle from a place that sells towels. The issue is that I dunno how willing and easy they will be to get this worked out. As you said they are 14hrs round trip from you. If it was amazon they would probably just have shipped you a new one and said have a nice day and let you keep the other one. 
    Because Amazon doesn't sell towels...
    Really? Are you the genius that told him to buy it from a store that specializes in kitchen aid mixers, foot massagers and snuggies? My point is that this is the kind of item to where if something screws up (like it did here) you want the people that will give you the least issue when trying to fight them on their screw up. So amazon, walmart, and ace are all much clearer choices than freakin bed bath and beyond. Amazon would have taken 1 look at those pictures and said “oh hey we can either refund you or send you a new one, which would you prefer? Bed bath and beyond is gonna answer and you will have to tell them 5 times just what the hell you are even taking about when you say you bought a blackstone outdoor griddle.
    I was not the "genius" referenced in your above incredibly intelligent assessment of events.
    They/Them
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    edited June 2018
    TEXASBGE2018 said:
    DMW said:
    TEXASBGE2018 said:
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    Well it doesn’t matter where you got it in the sense that they may sell it there but I don’t buy my groceries from a store that sells tires so why would you want to buy an outdoor griddle from a place that sells towels. The issue is that I dunno how willing and easy they will be to get this worked out. As you said they are 14hrs round trip from you. If it was amazon they would probably just have shipped you a new one and said have a nice day and let you keep the other one. 
    Because Amazon doesn't sell towels...
    Really? Are you the genius that told him to buy it from a store that specializes in kitchen aid mixers, foot massagers and snuggies? My point is that this is the kind of item to where if something screws up (like it did here) you want the people that will give you the least issue when trying to fight them on their screw up. So amazon, walmart, and ace are all much clearer choices than freakin bed bath and beyond. Amazon would have taken 1 look at those pictures and said “oh hey we can either refund you or send you a new one, which would you prefer? Bed bath and beyond is gonna answer and you will have to tell them 5 times just what the hell you are even talking about when you say you bought a blackstone outdoor griddle.
    Have you compared amazon prices to amazon.ca prices?

    also, Walmart carries most of those items listed. Just sayin. 

    You can can find your culprit easily enough. Just go back the the thread. Hint:  not @dmw
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  • DMW
    DMW Posts: 13,836
    theyolksonyou said:
    TEXASBGE2018 said:
    DMW said:
    TEXASBGE2018 said:
    Gym said:
    I didn't realize there would be a difference where I purchased it. That's why I reached out for some advice. I don't understand why there are variations of distributers for this?
    Well it doesn’t matter where you got it in the sense that they may sell it there but I don’t buy my groceries from a store that sells tires so why would you want to buy an outdoor griddle from a place that sells towels. The issue is that I dunno how willing and easy they will be to get this worked out. As you said they are 14hrs round trip from you. If it was amazon they would probably just have shipped you a new one and said have a nice day and let you keep the other one. 
    Because Amazon doesn't sell towels...
    Really? Are you the genius that told him to buy it from a store that specializes in kitchen aid mixers, foot massagers and snuggies? My point is that this is the kind of item to where if something screws up (like it did here) you want the people that will give you the least issue when trying to fight them on their screw up. So amazon, walmart, and ace are all much clearer choices than freakin bed bath and beyond. Amazon would have taken 1 look at those pictures and said “oh hey we can either refund you or send you a new one, which would you prefer? Bed bath and beyond is gonna answer and you will have to tell them 5 times just what the hell you are even talking about when you say you bought a blackstone outdoor griddle.
    Have you compared amazon prices to amazon.ca prices?

    also, Walmart carries most of those items listed. Just sayin. 
    Wait, you were not aware Walmart is the very example of an exemplary outdoor cooker retailer and the fact they carry other stuff is just a minor detail?

    </sarcasm> 
    They/Them
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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  • TEXASBGE2018
    TEXASBGE2018 Posts: 3,831
    edited June 2018
    Well good luck to the OP. Hopefully bed bath and beyond won’t give you too much trouble. Hey maybe ask DMW where you can buy some 1/2” ribeyes. I’m sure he’s got all kinds of suggestions. Considering his clearly superior intellect.


    Rockwall, Tx    LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.

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  • Gym
    Gym Posts: 366
    I looked in 6-8 different stores while there, and I was glad to have ordered online, since I could not find these things anywhere on the shelves. Only thing available was the 17" off the shelf. I thought I was doing well... Guess not.
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  • Gym
    Gym Posts: 366

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  • theyolksonyou
    theyolksonyou Posts: 18,459
    jeffwit said:
    Wow. BB&B as a trigger. Who knew?
    Perhaps someone got screwed on a personal massager 
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  • DMW
    DMW Posts: 13,836
    theyolksonyou said:
    jeffwit said:
    Wow. BB&B as a trigger. Who knew?
    Perhaps someone got screwed on a personal massager 
    You owe me for that bourbon I just snorted through my nose. And for a new keyboard.
    They/Them
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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  • JohnInCarolina
    JohnInCarolina Posts: 34,707
    theyolksonyou said:
    jeffwit said:
    Wow. BB&B as a trigger. Who knew?
    Perhaps someone got screwed on a personal massager 

    "I've made a note never to piss you two off." - Stike

    "The truth is, these are not very bright guys, and things got out of hand." - Deep Throat
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