Absolutely terrible customer service.I ordered a pizza stone and pizza paddle as a gift for my brother who has just got a Weber grill. Ordered on 19/5/21 and no delivery information was provided at the time of the order. A week later I had heard nothing still regarding the delivery information so contacted customer services via email. I received a prompt reply telling me the order would be delivered on 28/5/21 which I was very pleased about. Two days later I had a call from the delivery company to ‘arrange my delivery’ for 2/6/21, which came as a bit of a surprise as I had already been advised of a date several days earlier. 2/6/21 came and went with no sign of the delivery during the allocated time slot of 1-5pm, and no word from either Weber or the delivery company. I tried to contact Weber the following day, unable to get through on their phone line so I emailed customer services, no reply. Two days later I received a reply saying they were ‘liaising with the warehouse and I would get an email letting me know when my order has been dispatched and it would then arrive 5-10 days later’. Not happy with this reply I called the phone line again, managing to get through this time, and was then told the order has been cancelled. They advised me this was ‘probably due to a stock issue’ and she would ‘arrange my refund’. They could not explain why I had not been contacted earlier in the week to say the order was not coming as planned, or why they had cancelled my order without informing me of the issue. I am now left a week after my brother’s birthday, with no gift and having to chase a refund. The customer service has been shocking, especially for such a supposedly premium brand. I certainly would not recommend ordering anything from them directly.
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