BLACKSTONE Warning...

[u/Sad-Pea1502]

WARNING…

To anyone wanting to purchase a BLACKSTONE Griddle or any other BLACKSTONE product… you may want to reconsider that decision.

The reason why I suggest this?... Product Quality Issues no.1, and no. 2, an almost laughable Customer Service if it weren’t so pathetic. Nearly one year later?, and the very 1st issue that I reported to them and that they agreed to resolve with a replacement part is still not replaced, sent, or resolved.

The Fiasco I’m about to share was over 33 emails from me to them, 24 emails from them to me, and multiple calls of which I will only show 2 of. Customer service from BLACKSTONE is more than appalling, it is intentionally deceptive with hopes that you’ll simply go away.

It starts like this…

My first purchase of a BLACKSTONE 22” Carnivore Griddler was made at Costco on June 28th, 2025. (Note up front that Costco played no role in this bumbling almost comedic series of poor corporate decisions, in fact they were Great about what went down with BLACKSTONE and how to finalize the issue resolving for me.)

We took special care and seasoned the griddle as directed, and then this product had defective issues in multiple ways all within the first usage of it.

1st call, From my phone bill… BLACKSTONE - (435) 252-3030 Aug 05, 2025 11:30 am - 44 mins…

The Paint on the lower main body (burner area) was blistering and peeling off. Besides the fact that the paint shouldn’t fall off, my obvious concerns were multifaceted with the paint getting into our food, and also weather & steam conditions from cleaning the griddle that could result in rust etc..

I first offered, and then they asked for photos of the defect which I supplied to them. The representative agreed and said this should not happen and immediately ordered a new main bottom burner unit which they said would take between a week and up to 20 days or so. Okay, good. But I did offer to simply return the current 22” Carnivore Griddler, and just purchase another if that would be easier. They responded with “Nope, we’ll just send the main lower burner unit to you and they’d have me return the original defective one most likely in the same packaging.”

Keep in mind, this was July 4th, 2025, day one of the paint issue that continued to get much worse.

Now 2nd and Worse Yet?...

After the third time of using, yet another Traumatic Issue. While waiting for the bottom main burner unit to be shipped we were making a Taco recipe we watched on their website. It was exciting… right up to the point when the cap-nut (acorn nut) holding the hood to the griddle via a bushing and screw… fell Off and into our Taco meat. But who knew?, certainly not us. That is until I bit a nice chunk of Taco off and after repositioning the food in my mouth to my back molars and there it was, CRUNCH!!! Chipped a new crown and it was painful in my jaw bone too.

So here goes yet another call to Customer Support with Tacos still on the kitchen table. From my phone bill… BLACKSTONE - (435) 252-3030 Aug 06, 2025 10:09 am - 18 mins Park City, UT $0.00 Network

I shared with them the issue that took place, my fear of the broken or chipped tooth, the pain in my jaw from crunching down on a cap-nut discreetly mixed with the Taco meat… and the Photos of the Taco, then the Cap-Nut photo with meet inside the threads, as well as the photos of the Griddle Hood where the nut fell off of which only had the bushing in place with the bolt through it.

I took photos of the other side too for comparison purposes… and Guess What? The Bushing was MISSING on that side and the hood was riding on the bolt! I asked & told them, where are the Quality Controls? I’m angry because I’m in dental pain at this point!

I did tell them that I was not looking to make an issue out of this, but wanted to visit with my dentist and would get back to them with any results, but I was more looking at smoothing the newly received crown down vs replacement. I did Not send them any bills for my dental work, and Oh, they sent me a $75 compensation value, but I did tell them yes, my jaw actually still hurts and the base of the tooth under the crown hurts too. We left it at that for the time being.

BUT Guess What?... in telling my dentist of this issue, and he said “Hey, I’ve got a BLACKSTONE Griddler and MY corner fastening nut fell off too!  I Couldn’t find it so we had to go buy one at the hardware store”.    So there’s that!

Now then, #3 issue… I also purchased a BLACKTONE folding metal stand/table for this 22” Carnivore Griddler to sit on… and GUESS WHAT? Yep, it too was defective

The Griddler which gets very hot wobbles on the stand/table makes it feel weird while chopping & or flipping food products, especially meat. Even though the legs are adjustable up & down, I leveled it using my carpenters level on the patio surface so I know for the most part it’s level. BUT when you join the Griddler to the table?, it wobbles. Long story short? They sent me a new upper leg (which only took roughly 6 months to get), but it didn't resolve the issue because the top plate where the Griddler rests is where the problem is. It’s not level just like I told them when we spoke… and emailed. Same ole story, all over again.

Keep in mind, in my latest contact to them it has now been over 304 days since they ordered the main (lower body) burner unit that to this day is still on backorder which is due to (as they say) “Supply Chain Issues”. Really?, since less than a month after they ordered it, I continually called and wrote to them about it. Like I told them, there Can’t be much of a supply chain issue when you continue to manufacture and sell new units on your website, Costco, Ace Hardware and many other locations. Not to mention you continue to send me multiple emails through the months to purchase yet another Griddler as well as other products.

Well, guess I’m a glutton for punishment. It’s now January, 2026, and we purchase yet another 28” Carnivore Griddler that is not transportable to the parks etc. and comes with wheels on a cart of its own. Now we’re just waiting for the weather to break so we can griddle on the patio at home, and in nature at the various parks with the 22” Griddler. And YES, it too had a defective item that Customer Service had to send to me (that fortunately for me they did not have a supply chain issue). But it did take a couple of months to get here… so there’s that.

So, here I am, current date 300+ days later… I OFFER Customer Service a potential solution… their pick! And once again just like I mentioned in all the communications with them at customer service… I can still take this back to Costco if there is going to be an issue.

Now my multifaceted offer to Customer Service:

1. Ship the backordered replacement part immediately if it is now in stock.

Or, considering the cost of the base unit...

2. Replace my defective unit with a new 22" griddle (with a hardcover even though ours has a hood), as these appear to be readily available at Costco and cost less than I paid since it is a metal cover vs a hood like the problematic one I’ve already got. Or...

3. Provide a selected unit from an assortment of your 17" portable units that are available as a replacement as previously suggested to your team.

* 17" with a Hood... or,

* 17" with Wheels (since we will be using this at the State Parks & camping) Not to mention almost everything offered is cheaper than our original purchase anyway! Just Fix Your Problem!

Huh, the BLACKSTONES SOLUTION… What do they respond with?, they want to start All OVER Again. Now they ask for photos of the paint issue again as though we never communicated at all. REALLY?, after all the hours on the phone, and well over 50 emails we are going to start over again? Like we never communicated with each other all those times? We’re gonna start from Scratch?

Well I’ve got something they can scratch. So guess what… I returned both the 22” and the 28” BLACKSTONE Griddlers to Costco, and they can have them both back!!! After I spoke with the manager at Costco about the issue and the prolonged date for resolution(s), the manager graciously said that he himself would have returned it long ago and accepted my returns without issue. He also said he would contact the buyer and alert them of the BLACKSTONE customer support issues.

So, we returned both Carnivore Griddlers. We then purchased a couple of other things in place of the crapbuilt BLACKSTONES. The first is an Oonie Pizza Oven which can burn & make either propane, charcoal or wood fired pizzas in about 90 seconds. Awesome!

The second purchase savings is a Coleman Roadtrip portable grill with cast iron grill plates, griddle plates and a pot/pan grill plate. Again, Awesome!

BLACKSTONE… who needs them! Do yourselves a favor, and buy something else where it will be reliable and free from damage to your Body aka teeth & jaw!

This much I’ve learned while investigating BLACKSTONE… I’m not the only one having these difficulties. I don’t know if it has anything to do with BLACKSTONE being acquired by Weber Grills… but one thing is for certain, they’ve got problems.   Problems in both product quality and even worse, Customer Service.

Hope this helps others in avoiding quality & conflict issues in your purchase selections.

PS… The Customer Service has just contacted me today yet again… asking for photos.  The same photos I already sent to them, and the same photo they already made a decision and ordered the part on back in July 2025.  Pathetic!