Mr. Bar-B-Q Products

I Ordered a gas fire pit on *** from this company. I revived the product with out any hardware. So I call the provided 800 number to get the missing pieces. I had to call several times to get through to an actual person. When I finally was able to speak to a representative the phone kept cutting in and out. I requested the missing pieces gave them the model number, my name, address, and phone number. After which I was given an email address To send a whole list of information back to the company to be able to receive the parts. I needed to send a copy of the receipt the case number I was given along with all the info I had already given along with the name of the representative I had spoken too. The whole phone experience seemed as though I was speaking to some person who was trying to run a company out of their livingroom. Once I hung up the phone I immediately sent the email with all the requested information. Three days later I Receive an email stating that I have to send them the original receipt that a screen shot is not enough proof. I have never had to jump through so many hoops to get missing parts. Upon going back to look at reviews of the product I see I am not the first person this happened to! Other ultimately gave up hope of receiving the hardware and bought it themselves. I opted to do so as well since I don’t feel the need to continue to do business with this company. My hopes are that this review will help someone else make the choice not to do business with the company before it’s too late!

A fire pit table under warranty with this company stopped working. Communication with their customer service dept. has been very difficult for several months. Their voice-mailbox is usually full, or phone messages and emails are not returned.

I first contacted them on May *** 2020 (while the product was still under warranty) about a problem with the firepit not lighting. There have been at least a dozen attempts since then to resolve the problem thru their customer care dept.

I was able to reach live people twice (Samantha and Michael) who tried to help me troubleshoot a fix via phone. Neither worked. Michael assigned a Case number: *** to the issue when we spoke. My last communication with them was on May , when I was asked to email my purchase receipt. I did so the same day. There has been no response since then.