Incomplete Delivery | No Post sales support
I purchased a Kamado Joe and a DCS Series 9 grill. It was delivered without the rotisserie mount kit -a key selling feature - rotisserie is useless without it.
SIX WEEKS of back and forth - with Kent from Barbecues Galore being more reactive than proactive (If I did not initiate an email or call, he was not involved). I finally got a call from a '3rd party' asking me to provide the part number of the items that needed to be ordered - six weeks after delivery. How is the onus on the customer to know the part numbers of the missing grill components? I reached out to Kent again - no reply, no follow-up that was about 2 weeks ago.
At this point, I realized I was dealing with a company that isn't invested in customer satisfaction post-delivery.
I called DCS directly in the US, explained my situation - escalated the lack of support from the unresponsive dealer. Finally, I got the parts shipped from Lancaster, TX, in 48 hours by FedEx.
It took me two days to get a part Barbecues Galore declined to take ownership of their delivery issues and kept the customer in limbo for seven weeks.
This has by far been the worst customer support experience I have ever encountered.
- Approximate cost of services:
- $6,000.00