Customer service

I was under the impression they had good CS. I got my grill early in November and sent them a warranty request on 11/6 for the bottom grates enamel having chips in it.

I have heard absolutely nothing in almost a month. I sent a follow up email early last week (I know Thanksgiving) and have heard nothing. I can be fairly understanding but this is an absurdly long amount of time to respond to a customer request.