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Important information

• Advertising Review:

  BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims may come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
  

   

  On 12/13/2022, BBB contacted the business regarding their advertised products on their website. The business advertised having a "24 hour response time / 100% response rate, We accept all returns within 60 days of purchase." A consumer alleges the product purchased shipped to them was damaged when they received the product, also they allege to have received a counterfeit product-name brand printed in a different color was ill-fit, had no packaging cover and was made to look like another top grill brand. The BBB asked the business to substantiate that they are a real business and not a fraudulent company as required by BBB’s Code of Advertising.
  

   

  The business advertised the following product on their website:

   

  https://www.grillpartsamerica.com/pages/whats-on-your-mind

  “24 hour response time / 100% response rate

  Contact us with any questions or concerns you might have with your existing order or shipping.

  info@grillpartsamerica.com

  Questions on placing an order or matching a product to your grill.

  sales@grillpartsamerica.com

  Please DO NOT use the following number for order related questions or product related questions. During this time we are only answering order related and product related questions through email...and we are very fast at getting back to you!

  630-802-2938

  (Trust us, we answer emails much faster!!! Thank you!)

  RETURN POLICY:

  -- Reach out to us via email to request a return.

  -- We accept all returns within 60 days of purchase.

  -- FREE RETURN SHIPPING with prepaid label.

  -- We do not accept items back that have been used.

  -- Customers returning any item(s) without requesting a return from us first will not be refunded.

  -- We will issue a refund 48-72 hours after a return is received.”

   

  The BBB Code of Advertising States:

  1. Basic Principles of the Code

  1.1 The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB.

  1.2 Advertisements which are untrue, misleading, deceptive, fraudulent, falsely disparaging of competitors, or insincere offers to sell, shall not be used.

  1.3 An advertisement as a whole may be misleading by implication, although every sentence separately considered may be literally true.

  1.4 Misrepresentation may result not only from direct statements, but by omitting or obscuring a material fact.

  On 12/13/2022 the business responded to the BBB without submitting any viable details that will allow the BBB to accurately update their business profile. They stated that their "defect rate has never touched 1% of our gross orders". The BBB responded by submitting links and helpful resources of how to log-in and address any complaints and update their profile. Including the links to scam tracker to see the current post regarding the business.

  The business responded on 12/20/2022 claiming the business "We address ALL customer issues fast and with a great success rate. We do ask that the customer tell us what the issue is first." " if ever, a customer received something they are not happy with for whatever reason we have a clear return policy and accept all returns."  As of  12/28/2022 the business has established that are active and will work with customers for exchanges and returns.