Thank you for taking time to leave a review. We&#39;re sorry to hear that you&#39;re not 100% satisfied with your new griddle. Troubleshooting via the comment section is very difficult however if you&#39;re experiencing something out of the ordinary don&#39;t hesitate to reach out to customer care by phone or email at 1-833-454-0864 or support&#64;proseriesbbq.com.<br />Please take a video of the issue you&#39;re experiencing, to provide the customer care agent. We are here to help!

Thank you for taking the time to leave a review. We’re sorry to hear that your first griddle arrived in less-than-perfect condition. There are two situations in which we recommend returning the grill rather than issuing replacement parts:<br /><br />1. Firebox Damage: The side shelves are attached directly to the firebox. If the firebox is damaged at the shelf attachment points, it cannot be replaced. The manifold, burners, and gas valves are pre-assembled and factory-tested for safety, and transferring them to a new firebox is a complex and potentially unsafe process.<br /><br />2. Unavailable Parts: If a required part is out of stock with a long estimated restock time, our team may offer a return so you don’t have to wait for a replacement part.<br /><br />We&#39;re sorry to hear that a replacement unit was considered the best option for your particular case. We understand it is not the most convenience option with the additional assembly. However, once you assemble and use your new griddle, you will love it! Thank you for choosing Member&#39;s Mark!