We purchased a Gozney Dome Gen 2, along with the stand and door accessories, from BBQ Québec on August 8, 2026. I’m posting this review almost two months later because, unfortunately, our order is still not completely fulfilled. When we first visited the store, we were hesitant to proceed because the Gozney Dome Gen 2 and its accessories are a significant purchase, costing us over $3,000. The attendant, Maxim, was very pleasant and asked us what they could do to make us comfortable proceeding with the purchase. We asked about a promotion, and he offered us 50% off the accessories, which we appreciated and ultimately convinced us to make the purchase. At the time of purchase, we were told that the Dome would be delivered within about a week, while the accessories would take approximately two weeks because of availability. We understood and agreed. Unfortunately, this is where the communication problems started. We expected to receive a call or update before the scheduled delivery, but we heard nothing. We eventually had to call the store ourselves, and Maxim told us that the delivery had been pushed back another week. We had specifically arranged our schedule to be home because this is a large and expensive appliance, so naturally, we were disappointed. We tried to be understanding because we know delays and supplier issues can happen. However, after being given another expected date, we again received no proactive communication. We eventually had to return to the store ourselves to get an update. The Dome was finally delivered about a week after our last visit. The stand arrived approximately a month later. However, as of today, almost two months after our purchase, the door is still pending. What has been most frustrating isn’t necessarily the delay itself. It’s the lack of communication and the amount of effort required from us to get basic information about our own order. We repeatedly had to call the store ourselves to find out what was happening. Sometimes the answers were unclear, and on several occasions we were left waiting on the phone for around 20 minutes just to get an update. We were told there were issues with Gozney, and we understand that a retailer can’t always control supplier delays. However, if there are problems, the least a company can do is keep its customers informed and reassured, especially when they’ve spent more than $3,000. At this point, honestly, I would have preferred to pay full price for the accessories and receive clear communication and timely fulfillment rather than receive a 50% discount and spend almost two months chasing the remaining items. I know BBQ Québec has many positive reviews, and perhaps our experience is not representative of every customer’s experience. Unfortunately, our experience has been extremely disappointing, particularly when it comes to order management and communication. A delay can be understandable. Being left without updates and having to repeatedly chase a company for information about a large purchase is not. I sincerely hope BBQ Québec takes this feedback seriously and improves its communication with customers when orders are delayed or incomplete. Almost two months after placing our order, we are still waiting for part of it to be fulfilled. That is simply not the level of customer service we expected.
