Luxe Barbeque Company — Restaurant in Winnipeg

[ ] If you are wondering what Luxe BBQ has for a return policy, we'll they have none. I returned a Meater thermometer that I used once which I believe was defective. It wouldn't stay connected to bluetooth and I had to delete and re- install the app the second time I tried to use it. I determined it was more hassle then it was worth. I returned it to Luxe and they said ,you don't have the original sleeve it came in so we won't take it back, besides you have to send it back to the manufacturer even tho it was purchased well within there 30 day window. Seems they wanted the original packaging so they could resell it, I don't know. Contacted the manufacturer and they said no you didn't buy it here online so Luxe should refund your money not us. ,we can't help you. So off to Luxe we go and tell them what we have learned. Nope we won't refund your money because they said ,you don't have the original sleeve and we know you may have damaged it yourself for all we know. So they said we will keep it and send it back to the manufacturer and get a refund then refund you if it's defective. OK? Well that didn't make much sense to me but ,do what you have to do I thought. A couple days go by and a girl from Luxe calls me and says ya ,you're gonna have to deal with the manufacturer on that Meater you bought . This is almost getting comical now . Call them she said and they will see if they can get it working ,it has nothing to do with us. Come pick it up it at our front counter. This is their 30 day refund policy! I paid $150 for this thermometer, it wasn't cheap, but it looks I can take the loss easier than Luxe . Live and learn and remember if you ever think you may need a refund from them always keep the original packaging so they...

Expected much better customer service…put a down payment on a pellet grill in early March that they said had already shipped and it would likely arrive in 2 to 3 weeks. After 3 weeks past, I called for an update and they said the shipment was still in progress and they couldn’t provide an arrival date but that it should arrive within 4 to 6 weeks max from when i put down my deposit. At 6 weeks, I called again and they said the shipment should have arrived but they didn’t have it yet and that they would make note to update me when they confirmed the anticipated shipment arrival date. At almost 8 weeks, I finally went into the store…they checked and said that the shipment of pellet grills was sitting in their warehouse. They further went on to say that someone else had recently enquired about a status update of that same pellet grill that they had also put a down payment on. But…I received NO update and had to go to the warehouse location to pick up my grill. So a big failure to update me on the arrival of the grill. It wasn’t a cheap one and the down payment wasn’t small…so i really didn’t appreciate the lack of updates, especially when someone else had apparently recently enquired about the same delay issue…why the heck didn’t staff double check then if others like me were still waiting for their grill to arrive?!!! While I was at the store, I bought 2 bags of pellets to get me started…there was no offer for any discount and nothing beyond a verbal apology for not providing any updates on the arrival of my grill that was just hanging out in the warehouse. I really wasn’t...

I deiced to purchase a better quality BBQ from this company in summer of 2021. The Napoleon grill I bought had issues right out of the box getting to temp and staying lit. The first service experience was good, they came out the same day and replaced a part which improved the grill but not by much. Cook times were abysmal and the heat was extremely uneven. I decided to return the grill and get a different brand as I was quite disappointed with this one. I was told I'd have to pay a 15% restocking fee because I had used the BBQ... the defective BBQ they just sold me a few days earlier. I went ahead and did it because the old one was so bad. I went with a Broil King that I had to wait 6 weeks for. The Broil King has been great, but I broke a castor wheel the other day. I didn't blame the BBQ, because it was pretty cold and it caught on the edge of a crack in my garage floor. My wife went to Luxe BBQ on Stapleton in Winnipeg Dec 29 to buy a replacement wheel for the $900 grill we just purchased 5 months ago and was told they didn't carry that part. She asked if it could be ordered in, and was told no, they don't sell those parts. (Update) We did receive a call from a manager a soon after (in response to this review) to clarify they don't carry many parts at THAT particular location, and the staff person was intending to communicate the other Winnipeg location might be able to supply a replacement without ordering one in. We certainly appreciate the call and will follow up with the other location to get...