This company claims they accept returns. They dont tell you that if you try to return it, it will cost more than the item itself. So you'll be out $600 instead of $300. They also wont recommend a shipping carrier or let you use their discount that they clearly get. BEWARE. Do not buy from them directly. I wish I read all these other reviews about how terrible their customer service is before purchasing.
poor service , was lied to by customer service rep, e mailed customer service and asked if items shipped, was told order 39247 shipped. looking at there own website it shows it did not ship. had the transaction reversed on my credit card. would not do business again here. good customer service would have gave me tracking info rather than just tell me it shipped. Credit card company gave me my money back. GHP kept both charges so in effect they charged me double for the items. Run don't walk away from this company.
I have been waiting for a replacement glass for my pellet stove for over a month now. Customer service sucks! I have sent several emails and called. I got a response a week later, now they don't even get back to me. If I had another option I would take it and not look back. I want my glass please!
I ordered a uv filtration unit from them as I need a nsf certified unit that is at least 12 gpm. I ordered the one that states on their website that is 12 gpm certified. It came a 10gpm flow restrictor so I called was told I would be called back, that didn't happen. So a few days later I called back sat on the phone for a little more than an hour was told I might be called back by a supervisor as they couldn't answer why it had a 10 gpm flow restrictor. Got a call back from a supervisor who said they would look into it and call back. He called me the next day and said it is only certified at 10 gpm. I opted to return the item but they will not pay shipping even though their own website says it's 12 gpm certified (wish I could add screenshots as it is stated in 2 separate places) which is what I need and thought I bought. They offered a discount code for the purchase of another 15 gpm uv filter as he said he checked and that one is actually 15 gpm certified. Figured the discount would offset the shipping cost so it's a wash. After looking into that system a little more on their website says it's 10.6 gpm certified not 15 gpm which is not what I was told. Figured give the discount code a try and it doesn't work. They are not an honest company and are willing to lie to get business. I would not recommend them to anyone unless you want to have them sell you something that doesn't meet the specs they list online or tell you over the phone then will make you pay to return an item that is of no use to you.
STAY AWAY The customer service is TERRIBLE!!!! I ordered replacement parts which did not show any backorder issue when I placed the order. Email receipt said they would ship in 3-5 business days. I checked status after 2 weeks and the order was pending. Called customer service and was told some parts were backordered but they would send me the parts that were in stock. No parts shipped. Called back and was told by customer service that she would contact the plant and respond to me that day. No response. It has been 6 weeks since I ordered parts and they still can't tell me when my order will be built.
The knob on my nautral gas wall heater melted off. Called customer service to see if I can buy another control knob. They told me they don't make that knob anymore. YET THEY SALE THE SAME UNIT THAT HAS THAT KNOB ON IT. Told me I will have to buy a new unit. I TOLD THEM , I WILL BUY FROM A DIFFERENT COMPANY AND NOT FROM DYNA-GO.
One star for customer service: We bought our fireplace from Lowe's in Sept 2020 from Lowe's. It is beautiful. One problem, the paint on the fire grate paint is already off and down to the bare metal. Long story short. I contacted customer service and sent a picture as requested by Fatima. I have received NO follow up response. I have sent several emails to see what the status of my request is, again no responses to my emails. This is very frustrating. I will not buy a product from this company again because there customer service communication is poor.
This is an 'update of my review' of the GHP Char-Broil grill acquired from Home Depot written on Tue, Mar 16th, 2021:
I was unsatisfied with the answers I received in Home Depot and was put in touch with GHB, the manufacturer, so I called and wrote an email and a great GHP customer service manager called me to discuss the problems, and he remedied the problems on the spot! I am very happy with his help as a GHP customer service manager (of the GHP Group Inc.) manufacturer of the Home Depot sold outdoor grill product brand of Char-Broil.
I would like to commend Danny with GHP for outstanding service & care, whereas he converted me from an unhappy customer into a happy, repeat customer by listening to me and for addressing & solving my problems with logic, reason, politeness and quality Care.
James Gordon
If I could rate lower than 1 star I would! We purchase their vent free gas logs and used them for one winter (not daily, just occasionally to take the chill out of the room). By the next winter, they would not work! I have talked to customer service multiple times and have tired everything they ask me to do! I wish I had check their rating before we purchase them. Lesson learned!!!!!
Purchased an outdoor fire ring from Menards and not only was it missing pieces but half the pieces were mislabeled. Emailed the company in accordance with documentation in the instruction manual and got a one line response of "order processed." Two week later I still had no parts. Emailed again, this time no response. Sent yet another email to this time receive one line stating parts out of stock ETA end of June for a fire ring purchased May 22nd. Horrible company and shoddy items. DO NOT WASTE YOUR MONEY!
ghpgroupinc.com
