Terrible customer service

I don’t normally leave reviews but felt I had to on this occasion. The BBQ is great but the Customer Service isn’t. Emails not responded to, phone calls ignored. Compensation, in the form of some BBQ rubs, because of a broken regulator valve that I replaced myself, never received.

Would I order from this Company again? … no

Top service will highly recommend to anybody buying a barbecue or garden furniture

great service and kept up to date with delivery details

Great service we were kept informed of delivery details throughout lockdown. Staff always polite and helpful. We just wish it would stop raining so we can get our barbecue on the go!!

I highly recommend buying your new BBQ from GardenBox. Rick is very knowledgeable, keeps you fully informed of delivery dates and his prices are spot on.

I am awaiting a response to my email re my outback 4 burner gas and charcoal bbq. It is not as described. No handle function to raise or lower the charcoal section as per my order it’s a different model and no lava rocks of racks to hold them, I haven’t received the complementary tools either, I appreciate there was a supply issue and waited patiently and this is a considerable outlay for us. Very disappointing not to receive what we thought we were purchasing.

The Komodo Joe product is good but got to say the customer service and response is in need of improvement as the telephone service is none existent and response to emails are casual and random. I think if you want to trade as an internet company rather than a shop that just happens to have online as a side line you have to invest in getting the basics right. That includes slick customer services order tracking and building up credible customer feedback. I checked trust pilot after I placed the order and then the anxiety grew thereafter. Sure enough some but not all the goods have arrived but Customer experience will make or break a company by reputation alone. Short staffed can be an excuse but not if it becomes endemic

Super fast delivery

Really didn’t like the phone experience. Cover delivered weeks after the bbq. Still not resolved my payment plan as the product changed.

I'm still waiting for some of my order, I've emailed to find out when it will arrive but haven't received any information. The Kamado Joe JR is as described.

The customer experience from Mark was outstanding. There was some issues with the courier (not gardenbox fault) but they went to extraordinary lengths to resolve. Would 100% buy from this company again

very pleased with the BBQ itself. However coming to the end of the assembly I noticed that a corner of the body was dented and holes wouldn't align. so rather than waste time taking it apart again and returning I corrected the issue myself.

I have yet to open the product, but I am sure it will be wonderful. I have given GardenBox only 3 stars because it was not clear when I purchased the BBQ that it was out of stock. I ended up waiting 5 weeks for it to arrive. Had I know this, I would have probably purchased elsewhere.

Had various questions about my order and could not get a response through any medium - perhaps I should have used one - the BBQ turned up out of the blue with no notice - lucky I was home - no cover though that came 3 weeks later. Was informed that due to my experience I would be receiving a free gift which I have since chased but to no avail - the ordering was way the statement of ready for immediate despatch was false - I have read many reviews where goods have never turned up which is why I chased - the BBQ is good but was damaged - no interest at all of listening to that side and no replies to various mail or calls since hence my review

poor customer service

Had a great experience. I’ve been researching the traeger 575 pro for a while Went in and was given great advice about a variety of similar options.
Ended up getting the bbq I wanted and an extra bag of pellets for free. Thanks

Rick was a great helping me understand what works best and what I was looking for. He has a great show room which is worth the visit.

Order was delivered well and on the day requested. Very pleased with the product and delivery. The system didn't update my details so I had no notification of the delivery date.

I tried for a number of days to get in contact but only had a reply via the web form on a couple of occasions, and no reply to emails or telephone messages left. I reassured myself that at least having paid with PayPal the transaction was protected.

Once I managed to speak to someone, they were able to put my mind at rest and update the system, which sent me several notifications, just as the delivery lorry pulled into my road. The person I spoke to (the brother) was friendly and helpful, but detailed that he was helping out, and there were 90+ messages on the answerphone alone, let alone emails.

Communication is as important as the good products/deals/range. Spending £1500 and not getting a reply to an email is somewhat anxiety inducing. A message warning of this would might helped.

On balance, the shipping end of the business seems to work well, but looking at reviews and Facebook show that communication and contactability is a common issue. Keep trying to get in touch.

Mega service, rang in the morning and picked it up in the afternoon.
Highly recommend