Sure Heat Manufacturing review: customer service 6

You must work there.

I went in on a Friday afternoon to the manufacturing office after someone referred me to them for a good deal on a grill. The customer service manager took me into the warehouse and showed me the available grills and after I chose the one I wanted to purchase she told me she would put my name on the grill and I could pick it up after Monday. Tuesday morning I called to find out when I could pick up the grill and if I would need help loading it. The customer service manager never answered her phone and her voice mail never picked up. Same thing Wednesday morning. Thursday morning I finally spoke to her on the phone when she told me she would check in the warehouse to see if the grill was still there and she would call me back. She did not call me back. I called that afternoon and finally was able to get her voice mail and I left her a message to please call me back, that I wanted to pick up the grill Friday. She still did not call me back. I decided to show up Friday to pick up my grill and it wasn't until I was in the office waiting for the customer service manager that I was informed that the grill was gone when they came in Monday morning. No one called to tell me this. The customer service manager did not tell me this when I spoke to her Thursday. No one called, not one time in the four days between when the grill disappeared and when I arrived to pick it up. I took time off from my job to go up there early on Friday to pick up this grill and only then did someone admit the grill was not there. The customer service manager said they had another new grill still in the box but would be $200.00 more than what we agreed on for the original grill I wanted. I asked her why she never told me the grill I was coming to pick up was not there and she said she checked but she did not call me back. She then told me there was nothing she could do. I asked her who the manager was and then she became defensive telling me she was the manager. I asked her who her manager was and she gave me her name then told me she had just walked out the door so I could not talk to her. I left the building then called the company to leave a message for her manager letting her know I would be sending a letter to her, the customer service manager and also the Better Business Bureau. I then called to leave a voice mail for the customer service manager but she actually answered the phone. I calmly explained to her that I would be writing a letter to her manager and the Better Business Bureau explaining the situation and she started saying I was harrassing her and that the calls were recorded. She then proceeded to tell me that they stopped selling to the public and that she was only being nice to me when she agreed to sell me the grill. I replied that it was not nice that she agreed to sell me the grill then did not tell me it was sold to someone else 4 days before I showed up in the office. If she would have called me Monday, when the grill was either sold to someone else or shipped to a store there would not have been a problem and I would have been able to make other arrangements to buy a grill somewhere else. This was not good customer service. This was not even bad customer service. This was no service at all. Do not buy a grill from Sure Heat. I would not even buy a grill from any store that Sure Heat supplies grills to. If this is their idea of customer service you can count on never getting any help if there is a problem.

update:

The customer service's manager called me today and apologized for the lack of service I received She said she would talk to the lady that I dealt with last week. I am satisfied knowing that the slack service was not going to fall through the cracks and that there are people that are willing to offer good service and know what they are doing.

Aleeya

Back on May 7, 2009 we ordered parts from this company. Payment was processed and still today (7-22-09) no parts. When we try to call we get put on hold for at least 30 minutes only to be told repeatedly that these parts are on back order and will ship at the end of the month. And what month would that be? I am very discouraged with this company and from other complaints, I can see that we are not the only ones being "ripped off", for lack of a better word - frauded. Companies like this should not be allowed to operate in our great country. We all have enough problems without being frauded like this. PLEASE, SOMEONE SHUT THEM DOWN !

I bought a grill today from this company and it was missing a ignighter. I called into [protected] to ask if I should return the grill or they will send me a part. I was put through to a very ignorant gentleman you would only idnetify himself as Chris. He said they would sent the part but would not give me any tracking info and I could not call back he said and check on the status. When said "really I can't call back to make sure it has shipped" he got very loud and very rude. I then asked to speak to a supervisior and things got worse and I did not get to speak to the supervisior.
The only reason I wanted to track the part is after reading hundreds of service complaints about this company and people not recieving warranty or paid for parts. If you are thinking of buying from this company do some online research...you will see what they are about and how they treat customers. I am going to return my AM33LP. I will research first and find a company that has great customer service-if I have to pay more so be it. Also these AM33LPs I am seeeing in reviews are 430 stainless on most surfaces which rusts and that the pop rivets and other parts rust within 18 months on this unit. I guess you need 304 stainless steel.

Todd

Called Sure Heat on April 30 2014 to order parts for a Tuscany Gas Grill.
They took my order, and told me parts were in stock.
Called back about 8 days later as I received no tracking number or delivery.
They said they are "group shipping" - whatever that means - the
following week. Another week, no tracking number. Called again. They
said, definitely being shipped on Tuesday May 27 after Memorial Day.
(Note: I lost Memorial Day grilling as they were delayed, so I am really
getting mad now).Called June 2, since again, no tracking number, no
delivery. They say: We moved our warehouse so we can't ship anything.
We're in the middle of the move. Asked them if they thought 5 weeks
delay with no info the customer was an acceptable business practice.
They said "no, sorry". Asked about a new date and they could not
provide. I said it's unacceptable and asked to speak to a supervisor.
Was put on hold for 10 minutes and then transferred to an empty voicemail box which hung up on me.
What kind of a boiler room operation is Sure Heat? They can't find a part
in 5 weeks, stick it in a box and ship it? They can;t connect me to a
supervisor to provide an accurate date?AVOID THIS COMPANY AT ALL COSTS
IF YOU EVER WANT CUSTOMER SERVICE! AVOID SURE HEAT.
I have ordered parts form dozens of vendors in the USA and never had such a poor experience!