Char-Broil Europe GmbH Reviews 

I purchased a Char-broil 4400S Pro Infra-red Gas BBQ, it's great at cooking food, but the support from CharBroil re rusting issues on the Plates and Emmitters has been poor. They are blaming condensation that after a year I can't actually cook on it any more.

They are saying that I should have took the cooking plates and emitters inside the house to stop the rusting. The BBQ was covered up and in my shed.

I've now got to buy new plates and emitters for £200 + a third of the price of the BBQ even though it's under Warranty for 3 years. The parts are out of stock and have been for months and are not back in until after the summer, so it's a known issue and lots of people have the same issues. :-( DO NOT BUY

Really regret buying this, the grates for the grill are next to useless!
They went rusty, even though I was only using the Char-broil nylon brush to clean them, got a replacement and used a plancha on top and they still went rusty.

Will never buy or recommend one

Worst company ever. They should be taken out of business. First they removed the option to find help through email. Now recently they shut down the chat option. Also most of the models are not being recognized on their website and that is being an issue since before Christmas. Parts not being recognized, no images of parts, I can go on and on. Stay away from this brand if you want to get customer service. Orders placed takes months to be shipped out if item is out of stock. I forgot the most important, grills do not last more than a year if you do not take care of them each time you use it. Even the stainless starts rusting. Made in China.

Poor Quality / Zero Customer Service
Have a BBQ under a year old upon which all the stainless steel parts have gone rusty. Opened a warranty claim with Char-Broil a month ago, which they closed without responding. I re-logged this a few weeks back, but as yet, no response at all. There's no other way to get in contact with them, other than the form on their website, to which they do not respond. Stainless steel shouldn't be able to rust, so the 'stainless' parts on the BBQ clearly are not.

I'm going to open a claim in the small claims court in order to obtain a refund, as there seems to be no other option.

DO NOT GIVE THESE PEOPLE YOUR MONEY!

Just spent £1000 with Char-Broil but regretting it immediately. Simple enquiries such as what accessories are appropriate for my purchase are met with dumfounded ignorance. You fill out the web form (which has far too many mandatory fields for simple enquiries) but no content other your email address and header get to the company. They they ask what you wanted to speak to them about, so you email them back, but no-one replies.
There website is clunky, basic information such as the dimensions of the grill are easily identified as errors (apparently, my grill is only 67cm tall, but a good 120cm deep!). I also think they don't make a fundamental accessory for the product I bought (all outdoor grills need protective covers or risk being ruined by the environment).

Overall, the company, despite being around since 1948, is not well organised and is difficult to deal with.

When a company is this poorly oer

I ordered two grills. One for myself and another for someone else. Both simultaneously via Chair Broil's corporate phone number and customer service. I did eventually get both grills. I cannot tell you how they are working as I have not set them up, yet. However, the customer service is terrible.Don't purchase CB units directly from them. From wrong information on accessories that needed to be returned to not being able to find the second grill order and waiting two more weeks for them to find it and ship it out to making mistakes in charging me and having corrections made. One person does not know what the other person is doing.

Horrible products. Bought a grill and immediately had to replace the electric click starter. I'm not a frequent BBQ person, so I only used the grill a handful of times before winter hit. Next season, the regulator required replacement. Hell, there's only three mechanical parts to the entire BBQ, and two failed pretty much out of the box.

I bought the Char-Broil grill last summer, and after 6 months of use, the top lid started to rust, despite always being covered and oiled. After winter, it was completely covered in rust. I contacted Char-Broil in Germany directly, but they said the warranty doesn't cover rust. They reluctantly sent me one part, which was the most rusted, and mentioned they shouldn't have sent it and it is only their goodwill. The grill doesn't even have a year on it and looks worse than my old one, which cost £50 and lasted 6 years. I'd like to emphasize that the UK customer service is nonexistent, with no phone number and unhelpful email responses.

Don't buy this rubbish for the price!

I ordered a charcoal grill and cover online on 12/31. I paid the cost of the products, taxes, and a shipping fee. I received an order confirmation, but no shipping confirmation. On 1/2, I received a call from a shipping carrier telling me they were going to deliver the grill on 1/3 and needed to set an appointment, but I would be responsible for paying $116.97 in freight charges for delivery. Freight charges were not disclosed at the time of purchase, so I contacted Char-Broil to ask what was happening. Char-Broil said it was a mistake and contacted the carrier to tell them Char-Broil would pay the freight charges. I contacted the carrier to set up an appointment for delivery, and the carrier told me Char-Broil commonly attempts to have customers pay freight charges for delivery. Additionally, I now have four separate charges in varying amounts pending against my bank account from Char-Broil, plus one charge that has cleared my account - a total of five charges for a single purchase. I deeply regret giving this company access to my bank account via the use of my debit card for this purchase. This has been a nightmare, and I will never purchase from Char-Broil again.

Ordered replacement parts in October 2023 and still have not gotten them. Every time I call they have a different excuse and time line. Today I was told I won’t be getting the parts until February 2024. I will never buy a grill from them again. Their customer service is terrible. They should have replacement parts in inventory.

i ordered wrong item on oklahoma joes. the item was backordered. char broil said they would cancel the order. they cancelled the order and refunded my money in my bank. then 4 days later they recharged my bank without any notice. then i attempted to contact them. then they claimed they don't cancel backordered orders. well i'm going to my bank. have the charge reversed and show them how i was refunded then they went and withdrew the money back. this is going to be resolved by my bank. you don't cancel an order, refund the money then take the money back out without notifying me as well after cancelling an order.

Bought a CharBroil 2.5 years ago it’s been undercover and had a dust cover the entire time. Was a great grill and love the heat disperse. Does not burn food. However, about to head in to summer and use again and the wok burner is rusted. Contacted the supplier here in Australia and they said they no longer support the product and referred me to the US website. I contacted charbroil in the US and they sent me back to the Australian contact that no longer represent the brand. Seriously regret this purchase as it wasn’t cheap. $900 for 4 burner, wish I bought a local brand. I would avoid CharBroil.

Very very difficult to assemble boxes of numerous parts without any markings to identify them except the frames. The instructions are very poor mainly in a foreign language. Had I known the difficulty I would not have bought this BBQ

Char-Broil Kamander - not even two years old - paid over €600 through Horkans here in Ireland.
I've taken great care of it and it is just going rusty throughout - no amount of cleaning gets rid of it.
Very disappointiong. Customer service non-existant from Char-Broil or Horkans (retailer) - won't go near either ever again.
Buy a Weber or a Green Egg if looking for a smoker/BBQ.

Worst grill ever
Buy a weber

I have bought my 4 burner grill a few years ago in Bilka in Denmark. It is being marketed as a high profiled brand. I also know the product and brand from my travels to the US over the past years. BUT I must admit it is the most poor Grill I have ever had in my backyard… I use my Grill maybe 3-4 times a month and I make sure to cover it up and all in all take care of it… nevertheless it is simple rusting away and is now close to fell completly apart… it is such a crapy product! I paid around USD 750,- for this Grill and have had it for about 3 years - so I will survive, however the next one is not gonna be produced by Char-Broil. It is not worth the money and honestly now where its rusting away from inside out its too dangerous to use.

Just bought the 3 burner Infrared Commercial model 5220. Materials and most engineering was good. In assembling one problem became clear. Only 2 screws secure the two wing shelves. Needs 4 to ensure structural integrity. I added 2 screws in the existing holes directly beneath the keyhole screws. Much better. Infrared emitters look like a great addition. I do feel they will require constant cleaning but superior grilling will result. Really see the igniter as a future point of failure. If it does fail match lighting will prove difficult. Nice grill. Could use some improvements and hope u will act in the future. Thanks. Look forward to first use.

I purchased a $600 grill in the spring of 2022 and by the fall of 2022 the ignitor stopped work. After contacting customer service, I was told I would need to pay shipping on the warrantied part. This is super disappointing as the parts failed during the warranty period. I am one to always contact customer service and replace parts or items through the company instead of taking it back to the store I purchased from. I have used the warranty and replacement agreements for a range of companies like Kohler, Greenworks, Fisher-Price, Ryobi, Otterbox, and Rooms-to-Go.
Char-Broil is the only company I have dealt with that asked me to pay for parts due to manufacturing defect or items under warranty. I will not be purchasing any products from Char-broil in the future.
The company cannot guarantee that the part they are sending will actually fix the issue and I would need to pay additional shipping if they have to send other parts.

On receipt of one of their premium BBQs, I found that one of the door hinges was the wrong type. On receipt of some pictures and copy invoice, the customer service team sent out a replacement pack promptly. In contrast to others, I really can not fault the service.

Regarding the BBQ, I dropped one star due to the amount of work needed to assemble, the need to use an 11mm socket extensively, and the need to fix the hinge.

Unlike some, I can get hot enough to sear steak etc, and the technology does work well for a gas BBQ.

This review has been written after trying to exhaust all avenues with the UK / EU customer service team at char-broil.

I purchased a highland smoker from Appliances Direct. Unfortunately the item was severely damaged when it arrived. After some discussion Appliances direct organised a new unit and once built we found that the name badge was loose in the box and the rivets used to fit the heavy metal badge were snapped off.

The initial contact with Char-broil got a new badge sent out with the promised fixings needed. When it finally arrived a week later - only one fixing has arrived and now they have gone radio silent.

I had also made another request to them to purchase an additional part at the time of the badge being ordered, and when told I couldn't purchase direct I suggested that they could just send me that part free of charge in lieu of me carrying out their repair work. Their response was to get argumentative instead of understanding.

Being honest I have been rather firm with responses of late including suggesting they are about as helpful as a chocolate BBQ, but that is a sign of poor customer service.

In shear desperation i then went and bought a much more expensive Traeger pellet smoker and so far this has been fantastic.

Appliances direct have been great in all of this and have offered to collect for a full refund and even tried to sweeten the deal. It is clear that Appliance Direct understand customer service - char-broil appear not to