Thank you for taking time to leave a review. It sounds like you have activated the regulator's flow limiting device which is a safety feature in all regulators. For your convenience I've included a link below to step-by-step instructional video for how to reset this safety feature: https://www.youtube.com/watch?v=Ojz0UIA0TDk&t=2sTo avoid tripping the flow limiting device in the future, always follow the proper lighting and shut down procedures for every use. Please consider subscribing to our YouTube channel where you can find troubleshooting videos, step-by-step instructional videos, recipes and more! https://www.youtube.com/@MembersMarkGrills/videos For additional questions or assistance, please reach out to us by phone or email at: 1-833-454-0864 or support@proseriesbbq.com. Hope this helps!

Thank you for taking time to leave a review. As the manufacturer of the Member's Mark Pro-Series 5 Burner Gas Grill we don't have access to pricing or order information. By leaving a review, it is only reflected for the product you purchased, NOT your purchasing experience. The 1 star review only reflects on the Member's Mark Pro-Series 5 Burner Gas Grill and NOT the Sam's Club purchase experience. To make a formal complaint about your online/delivery experience, please reach out to Member's Mark help center toll-free at: (888) 301-0332 from 7am - 11pm. CST Monday through Saturday and 10am - 8pm. CST on Sundays. Feel free to leave feedback specifically about the grill you purchased. Your feedback is important to us. We are always looking for ways to improve customer experience regarding our products. Hope this helps!

Thank you for taking time to leave a review. Please Note: For burners #2 and #4 you must push-in and turn the control knobs counter-clockwise to 'HI' and hold for 10-15 seconds to allow the thermocouple time to heat up. If the flame extinguishes, you have let go too soon. Try again. For your convenience, I've included a link below to a step-by-step instructional video to the Quick Start guide including how to set-up and how to light your Member's Mark Pro-Series 5 Burner Gas Grill: https://www.youtube.com/watch?v=fXyF-gcQHBw&t=37sFor additional support, don't hesitate to reach out to us by phone or email at: 1-833-454-0864 or support@proseriesbbq.com.