Thanks for letting us know this happened, and we’re sorry to hear that your Match Light didn’t ignite properly. Our team takes lighting seriously, and we’re glad you let us know. Several factors could lead to your charcoal not igniting as expected, including a tear or small opening in the bag or exposure to moisture or heat. Please be sure you re-close the bag after each use and keep it somewhere cool and dry. Also, check to see if you’re using an older bag (Match Light’s shelf life is 1-2 years when stored properly). We want our grillers to have an excellent experience every time, and we expect the next bag you use will work great. So we can make this up to you, please give us a call at 800-232-4745 and provide reference number 210907-000829. Hope to hear from you soon.

Hello there! Sorry to hear that your charcoal would not light. We wouldn't expect that to happen and we'd love to provide you with a better experience. Please call us at 1-800-232-4745 Monday through Friday, 9:00 AM-5:30 PM EST. For fast service, please provide the representative with reference number 161228-000106. Hope to hear from you soon!

Hello, and thank you for sharing your experience. We're sorry to hear that our Match Light Charcoal didn't light as well as expected. We want to make it up to you, and ask that you please connect with our dedicated team at 800-232-4745 and mention reference number 200701-001061. We look forward to your call.

Hi Tracie, we're sorry to hear the briquets weren't lighting. We wouldn't expect that to happen. So we can provide you with a better experience please call us at 1-800-232-4745 Monday through Friday, 9:00 AM-5:30 PM EST. For fast service, please provide the representative with reference number 160914-000063. We're always here to help!