Richard G4 days agoFrom
Bought their grill one year ago. Shortly there after the igniters stopped working. After at least 20 phone calls to their customer service number, I was told that the wiring harness had melted because wind was blowing towards the back of the grill. I thought I purchased a grill for my outdoor kitchen, I never knew I couldn’t use their product when the wind was blowing in the wrong direction. It took eight months for them to fix the problem and now I can’t use my grill most of the time. They suggested I purchase a windscreen. I suggested they give me one for free after this. Not worth the money.
Todd Hamel4 days agoFrom
So disappointed in this product and service. If you spend $10,000 on a BBQ you should expect it to work. Granted there are problems with everything periodically but you should expect it to be fixed in a responsible timeframe. We unfortunately purchased a GMBR42-NG-BK grill. Barely used it, the igniter stopped working after a couple months and the rotisserie doesn’t turn off unless you unplug the power. We have waited two weeks for someone to call back on when we should expect someone to come look at it, no one has called, no one answers the phone. I honestly don’t even know if this is company is still solvent. Embarrassing and the worse purchase you can make in my opinion. Total junk.
Joe Jan4 days agoFrom
I bought the full suite of indoor kitchen products at top dollar based on what I perceived to be the quality of the build and I guess they did a good job marketing their line up. We have a refrigerator, column freezer, column wine refrigerator, gas stove, oven, microwave and hood. We have had problems with 3 items. The oven control board needed replacing and that was done after a few weeks wait for parts. The freezer defrost circuit failed and iced up. Parts took longer for that at least 5-6 weeks. I've had to defrost twice and lost food due to freezer not cold enough. We will see how it works over the next year. All my stuff was brand new and purchased in 2020. The wine refrigerator cost $10k and failed. The compressor leaked, the interface sucks and was replaced and after 3 visits by a tech they gave up and said they will replace but it has been 9 months or more and I do not have a date for the replacement or confidence in the company to deliver. I am now pursuing a refund. If I get any pushback, I will take legal action. Customer service is really bad with no follow up and no pushing of any information to me the customer. I would avoid buying Hestan products and predict I will end up replacing the freezer later and definitely already looking at Sub Zero Wine Refrigerator and guess what? it costs less too. It has been extremely frustrating to deal with these problems and the company.
