I bought a Leisuregrow Stream Grill BBQ from John Lewis.A couple of weeks ago, during a routine barbecue, the unit suddenly and uncontrollably caught fire. Flames erupted beneath the grill, setting nearby materials alight—including the charcoal and, most alarmingly, the connected gas bottle. I managed to extinguish the fire only through considerable effort and sheer luck. Had I failed, the outcome could have been catastrophic: severe harm to myself and my property, as well as a serious risk to my neighbours and anyone nearby.This incident was not only completely unacceptable but also extremely distressing.When I reached out to customer service, they immediately refused to accept any responsibility and instead placed the blame on us, alleging incorrect usage.First Edit: Dear The LeisureGrow Team memberYou continue to state that flammable materials must not be placed within 60cm of the grill. Yet the hose you provided to connect the gas cylinder to the barbecue measures only around 50cm. This is a direct contradiction in your own safety requirements.It is clear that instead of addressing the core issue, you are attempting to shift the blame onto the customer. The real and critical problem here is the leak inside the barbecue, which allows gas and grease to accumulate in the cabinet. This inevitably causes ignition, regardless of what is stored there. Even if I left only a pair of barbecue gloves inside, they would catch fire. And even if the cabinet were completely empty, am I really expected to clean leaking grease from inside the cabinet after every use on a barbecue that cost £518? That is unacceptable by any standard.Furthermore, your approach of blaming the customer without properly understanding the actual defect in the product is extremely concerning. Once again, let me be absolutely clear: the issue is the leak within the barbecue itself. That is your responsibility as the manufacturer, not mine as the customer.I trust this time the seriousness of the matter is understood.
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LeisureGrow is a family-run business, supplying thousands of product lines to trade, retail, and distributors in the UK, Ireland and parts of Europe. Established in 1999, we are seen as the innovators of the latest industry trends, placing environmental care at the forefront, with quality design and functionality.
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