ShareReviews & Ratings for Sure Heat Mfg Inc
2 reviews
What users are saying:
06/19/09
Will not ever have anything to do with them again.
by Hargrove at Citysearch
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. 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 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.
- Cons: Made a deal to buy a grill, they lost it and never told me
05/07/09
Horrid Customer Service-would give 0 stars but can't
by mamaof3bugs at Citysearch
We purchased a grill through Costco in Feb. 09 and wanted to convert it to natural gas. After calling Costco to make sure we were ordering the correct part we were told to call Sure Heat directly to get confirmation that it was indeed the correct part. After being assured that is was correct we paid 79.99+shipping for the conversion kit and waited 14 days for it to be delivered. Once delivered we hired a company to come out and convert the BBQ...after an hour of work the man informed me that it wasn't the correct kit. While he was still here we called Sure Heat directly again, I was told that I had been shipped the wrong product, I had a 2009 grill and the part they shipped was for a 2007. I reordered a 2009 kit with a guarantee that it would be here in less than five business days...two weeks later I called Sure Heat back only to be told that the order was never placed but rest assured they would get the part out to me asap and it would be here in 3-4 days. Now after a week I called again today only to be told that it hadn't been shipped at all! After explaining to the salesman what we had been through he proceeded to tell me to "calm down" and that he needed to speak with the other associate to "make sure she had promised the expedited shipping"...let me tell you how much I enjoy being called a liar! After having the sales associate berate me again I was finally transferred to a manager...not that she was much help! I have been promised yet again that the part will be here in 3-4 days...I'm not holding my breathe!! DO NOT DO BUSINESS with these people they are dishonest and completely unprofessional. It amazes me that Costco would do business with this kind of company, I am disappointed!! After researching this company online I have found numerous complaints just like mine!
- Pros: none
- Cons: dishonest
Join Us on Facebook
Follow Us on Twitter