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May 2024 by Ron L
I will be writing a several-part review as so many things have gone wrong with my purchase here, that there is no way to get all the inadequate services into one review!
I will work on attaching all of the voicemails and emails so there can be no doubt about what happened here and who is at fault.
I am shocked that this company is still in business, given its lack of customer service and accountability.
I have been working with them almost weekly for about a year trying to resolve an issue with a Lynx Griddle I purchased, and during that time, even though I have asked repeatedly to speak with the owner, the Owner refuses to take my call or call me back!
The situation resolves around a $7,000 Griddle they sold me that NEVER worked! On at least eight different occasions, they have had repairers come to the house over the past year to never to fix the unit. I asked them to replace the unit since it has never worked, and they sent another repair person to the house who still has not fixed it!!
No matter how many emails or phone calls I send, no one has the authority to resolve this problem has called me back. I have over 50 emails, voicemails, and text messages trying to get them to fix this unit, but they fail to do so.....SO BEWARE! They have not and will not take responsibility for the product they sell you! They will push you off on the manufacturer, which has been a total disaster and has not solved the problem.
I told them it would be one thing if they sold me a unit that worked at least once and then it broke; I understand that that is a Warranty issue, but it NEVER worked, not once for a YEAR!!!! And they still refuse to replace the unit?!?
I never write posts, but I asked them to please have the owner call me by today, and he failed to do so again, so at this point, aside from taking them to small claims court, which is next, I have no other recourse for what should be an obvious solution. I had no idea that the owner, Henry, was so hard up that he would sell me a bunk unit and keep my measly $7,000 when he could replace the unit. How hard up can he be?
So I will follow up with the backup so you can see I am not just a whiney customer; this is seriously the WORST CUSTOMER SERVICE I have EVER experienced! There was not a single phone call for a year from the owner, a unit that has never worked, not even once, and no ownership for something they sold. He should be ashamed of himself for treating his customers this way and leaving Rohnda, the salesperson, to have to deal with this situation for so long with no power to do anything but make more phones calls and some more emails that have not worked!
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February 2024 by Victoria F.
Waste of space. The shop monopolized all the parking around in the Walnut Creek business center. Because of them there is no place to park in the rush hour and their shouldn't have gotten a permission to do that.
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February 2024 by Don Mantz
Stopped in to look at the Yoder 640 in person. Had plenty of barbecues to compare with. Very knowledgeable and friendly staff. Henry and Patty were super helpful and answered all my questions. Will be my go to shop here soon. Highly recommend!
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November 2023 by bremon
Rude customer service. Walked into the store and the man asked if I needed directions to anywhere. Then when I said I was looking at smokers he ignored me the entire time. Will purchase from another store.
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August 2023 by David Schubb
Diablo Grills in Walnut Creek made finding the perfect grill an easy and delightful experience. Free parking in Walnut Creek? No problem! Advice from an someone who knows grills? No problem! Patty helped my understand the difference in quality/value and advised me to choose the right grill - even if the price was less!Delivery? No problem! Mike delivered the grill to where it belonged and spent the extra time to unpack it and set it up! He told me some great baseball stories, too!!I'll probably never need another grill (this one should last a lifetime) - but if I do I'll return to Diablo Grills!!
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June 2023 by may q.
I was in the same party that was on the receiving end of a very bad joke from the guy working there1. Telling your customers that you have covid and we should be wearing masks made us feel uncomfortable. This was probably the only time the people working there paid any attention to us2. Ignoring us the whole time while we checked out the store was not good customer service. Especially since no other customer was in there. We were definitely not welcomed I don't usually like to give bad reviews but this places gave us negative vibes
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June 2023 by Steph J.
Rude, racist, and snobbyMy family walked into Diablo Grills after dinner celebrating my birthday tonight. Father's Day is coming up and my parents have a beautiful backyard in Lafayette that they spent a fortune curating. They have been wanting to replace their grill for years but had never gotten around to it.The moment we stepped into the otherwise empty showroom, one of the staff yelled "We have COVID in here, I hope you brought your masks!"We stopped dead in our tracks at such a strange greeting, only to hear a follow up from a woman staffer saying "He's just kidding".The remainder of our excruciatingly awkward visit consisted of us looking around and never once being asked if we needed help. The two sales people didn't even look up at us, even when we asked questions. We are Chinese American. My parents and I were born and raised in California and I have lived in the Lafayette/Walnut Creek all my life. Recent times, and especially this extremely offensive encounter, have been a disappointing reminder that Walnut Creek retains a strong racist undertone and lack of diverse thinking.Needless to say, we will be taking our business elsewhere. We recommend you do too. Do better Diablo Grills. Shame on you.6/28 UpdateTo the business owner who wrote the thoughtful apology. I appreciate the time you took to respond and believe that your words are sincere. I don't, however, believe that the sales people that greeted us inappropriately that day are sorry in any way.They were there when it occurred and knew it was wrong but chose to say nothing to address it. Beyond that, we received little to no response when we asked questions about the products in the showroom. There was discomfort in the air that you could cut with a knife. They didn't want us there and made it very clear that this was the case.
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May 2023 by Amy Lerner
Beautiful grills and horrible customer service. I parked in their parking lot and happened to do one errand prior to going in and looking at the girls for my husband’s birthday and received a parking ticket. Apparently you can’t park in their lot if you go to their store, purchase an item AND stop at another store.
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April 2023 by Kayla S.
They tried to sell me a used grill for full price. The sales staff is rude and combative. The store has a weird smell and I saw a rat run out through the back while I was in there. I don't recommend shopping here.
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February 2023 by Tony Lam
For all my pellet grill smokers out there, they have a wide range of dry rubs and sauces including Meat Church seasonings... yee haw!
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February 2023 by Jim R.
Very knowledgeable and great price matching. I've purchase two BBQ grills and will be back for more.
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December 2022 by Taylor J.
Tried to sell damaged product after we waited two weeks for it. I think what was most annoying is most customer oriented businesses would offer something to try and make it better. They did not. They stood there and we had to basically "haggle" a $100 item to make up for the damaged over $4,000 item. It was very awkward.We also were charged double for smoker pellets after all that. Just all-in all, kind of poor customer service and we did not walk away with a "want to come back here" feeling.
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October 2022 by Ryan P.
Went to buy a grill and get some food, only to see them closed early and gave me a parking ticket despite them being closed. Insane. Not even gonna contest it hope just very disappointing to see from a local establishment
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July 2022 by Sam R.
Diablo grills had great customer service. Got me set up with a new Yoder YS640 and I love it. Rohnda in Walnut Creek and Mike up at the warehouse were super helpful and friendly.
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July 2022 by Craig Helmholz
We had a great experience at your showroom in Walnut Creek where your sales staff were very knowledgeable and helped us pick the right grill. Henry in charge of delivery was outstanding as well. We're happy to be supporting a local business and get a great price with relatively quick delivery vs. other dealers.
