Char-Broil Europe GmbH Reviews 

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!

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!!

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.

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.

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!

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.

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

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.

I recently ordered the Professional Pro 4 bbq and some accessories from Charbroil and I am very happy with the customer service and the speed of delivery.

As for the grill itself, very easy to build up and the Charbroil app takes you through step by step. Excellent build quality and I look forward to cooking on this real soon.

I went to the Char-Broil website to order replacement burners. I entered the model number taken from the manual on my desk. I received a response that there is no such model. I then went to sign into my account. I forgot my password so I asked for a reset. None came to my email address after 3 attempts and then i was told I tried too many times so they would no longer respond to my request. I then hit "live chat", 3 times with no response. I then clicked onto their customer support email address. Received a response that they no longer monitor this email address. I am done with Char-Broil. Customer service is nonexistent.

BBQ is ok. Nothing great. Smokes a lot. But do not buy their covers. They split and tear within months.

Char-broil warrenty is worth nothing
This company did not honour the warranty agreement to replace a faulty part within the warranty period. Utter contempt for their customers. I will never buy from this company again and wish I just bought a Weber!

I have owned Char Broil gas grills for over 30 years. I bought a pre assembled grill at Lowe’s 5/2024. It wouldn’t light. I had to drive the 40 miles to Lowe’s and purchase a 2nd grill. The grill was delivered but will not heat over 150 to 200 degrees. After several calls to Char Broil, I was told the grill would be replaced. That never occurred and after additional calls I was told the grill would not be replaced— even though I had been previously told it would be replaced. I was told Lowes had sold me a defective grill.
I could not be more disappointed and disgusted with the grills and the total lack of customer concern and lack of service.

I am disabled and limited with what I can do. Received the grill by FedX dropped it on driveway it was very Damaged box split open retaped including where it had been opened all around the bottom. Called Customer Sevice at this point I've talked to 3 people over 3 days sent pic's there answer was for me to assemble it see what's Damaged then I can take it apart and they will send the part that had been damaged then reassemble it and see what else don't work (electronics) then get new parts and reassemble! All of which I am not capable of doing and must depend on friends.pluse we will be leaving soon for arizona so I
don't know how I can have all of this. There seems to be no caring or intrest in this situation at all. This company has interest or concerns about people with Disabilities which I find very disappointing! In this economic world that attitude won't take them far !
Case #

Been contacting the company to get missing screws for weeks and still waiting for them to.get back with a useful response

purchased char-broil grill 5-13-24 from Lowes Hardware, it has already rusted really bad and it is kept covered when not in use. I would like a refund or a new grill. We have always had Char-Broil grill and we have never had this problem, I am very disappointed in the quality. I have receipt to prove date of purchase.

Really poor after service, wheels on bbq destroyed after two years and because one or two months out of warranty I have to pay over £40, shocking company and a total rip off for parts.

Recently purchased the Current electric grill by Char-Broil. Once i figured out how to use the Bilt App to get the instructions on how to assemble everything fell into place. It is pretty handy to just turn nit to the temp you want and then start cooking. It all has a wireless application for remote monitoring. I have not used this yet. So far I am giving it a five star rating.

Bought some years ago and performance has been OK apart from a faulty regulator that had to be replaced (some years ago and sorted quite quickly). But since then their customer service has gone into meltdown. Ordered replacement grills 2 months ago have never arrived, despite vague promises on the rare occasion I could get them to reply to my numerous calls and emails. UK office number now never answers and German office hides behind clunky web messaging. I've cancelled my parts order and have gone elsewhere for a new bbq. NEVER BUY FROM THEM!

The worst bbq I have ever purchased, avoid Char-grill at all costs. Quality is inferior to all other grill I have had in the past. Only a few months old and only 1 of the 3 ignitors amongst others problems.