Purchased a bbq grill at one L.A. county fair. Aft...

Purchased a bbq grill at one L.A. county fair. After a couple of years of use the handle for the hood broke. Ordered the replacement directly from them, and either I ordered the wrong one or they sent me the wrong one, I do not want to blame anyone for I am not sure. Either way, I tried to exchange it for the correct one and was told no refunds. I said I wanted to exchange it not a refund. Customer rep then said no exchange. Worst customer service experience of my life. To shorten the story, after 5 weeks of phone calls ( this was based strictly on a principal basis ) I got a replacement. A $40 item, you would think I was asking for a brand new grill. What I remember most though, is how the supervisor made it seem that she moved heaven and earth to get the replacement approved. I should name my next child after her. Worst buying experience of my life.

Response to owner: The replacement was not done in 3 weeks and even if it was, I feel that is too long considering I live 40 minutes from your factory. I even requested a will call pick up and was told you did not do that. One of the main reason I bought your grill was the fact that you are a local company and I wanted to support that. My experience with your reps was terrible and I hope things have changed. I really love to see when a local company succeed. The sad truth is that when it came time to replace the grill, I went to a local hardware store and purchased one from them because I knew I could get decent service after the sale. Good luck to you and your company.