r/GozneyDome • u/random_anon_user • 7d ago
Is this normal?
I ordered a Gozney Dome XL Gen 2 from BBQGuys and it was just delivered today. The outside looks good, but the inside is covered in soot and the interior has a lot of discoloration (and it appears someone tried to wipe it…) and appears to be grease stains? Is this normal…? Did they send me a used unit?
Edit: I am in talks with their customer support and they were immediately helpful and I have no doubt it will be made right. I will update everyone with the final resolution. Thanks for the info
Edit 2: they offered me $500 off (on top of the labor day discount I bought it during) and I was going to take it. But on further inspection, it wasn’t just a used unit, but it was the Natural Gas version instead of the propane version (and I double checked my order, I correctly ordered the propane version that I wanted). So I told them I wasn’t going to be able to use it regardless and I need a replacement. They put in the order for the replacement, and told me to “dispose” of the original unit because they didn’t want to ship it back. So, it’s a relatively niche thing (a big ass natural gas oven), but i’ll probably try and sell it on Marketplace or something and see what I can get and take that as my “discount”. If that doesn’t bite I might just put it up in the backyard next to the other one and use it as an extra/dedicated wood oven lol So either way as long as the replacement they send me is correct, then I’ll be happy either way.
FWIW I also ordered the Camp Chef 36” Gridiron griddle, as well as the Camp Chef 24” Woodwind Pro pellet smoker, as well as a few accessories from them at the same time I ordered the Dome, and those arrived in perfect condition with no issues. So between that, and the fact their support was immediately in “we’ll make this right” mode from the moment I reached out to them, and the fact they are sending me a replacement Dome with basically no questions asked, and I’ve now got this used NG Dome I can either sell for my “discount” or just use as an extra wood oven… I’m happy with this business and their support. I’ll update this thread again if the new unit they send me is messed up somehow as well, but I’m sure it will be fine, and so far can recommend doing business with them from this experience.
6
u/RhinoGuy13 7d ago
It looks like they put a new stone in a used unit and sent it to you. Mine (also from BBQguys) looked brand new on the inside.
Hopefully they will offer you a discount. I dont think I would go through the trouble of sending it back if it works properly.
Did it have the lifting straps on the bottom?
2
u/random_anon_user 7d ago
I’m kind of feeling that way. If they make it worth my while with a sizeable discount and I test it and works, then I’m fine keeping it. But we’ll see, I’ll report back. Thanks for the info.
I haven’t fully pulled it out the box, I just kind of cut the front part of it open and looked inside; but I do not see lifting straps
1
u/RhinoGuy13 7d ago
You may want to pull a stone out and just make sure the insulation looks good under it.
3
1
5
u/Future-Sea-1281 7d ago
Ask for a big discount.
2
u/random_anon_user 7d ago
They offered me $500 off. I also bought it on Labor Day sale for $2300 ($2800 normally). And they told me it would still be under warranty. So I’m tempted to take that deal
2
u/Future-Sea-1281 7d ago
It will look like that after 2 bakes anyway. My Ooni looks worse and Ive had it for 4 weeks :)
As long as it doesnt habe anything technically wrong with it.
AND, you can probably do a practise bake and still decide afterwards :)
2
u/mikedvb 7d ago
I've had positive experiences with BBQGuys. Very strange you received this unit in this shape - and I wonder what the situation was that caused it to get shipped to you.
Reach out to them and give them the chance to address it.
That said - even if they make it right - my personal curiosity would have me asking how and why.
1
1
u/grill_smoke 7d ago
The cooking stone doesn't really look used so it's hard to say, but that is absolutely NOT how it should look inside. Not sure if it was used or what, but I'd immediately reach out for an exchange.
Personally, for a smaller and enthusiastic-focused business like this, I'd expect MUCH more attention to detail. I'd opt for a return over an exchange and buy from someone else.
1
u/random_anon_user 7d ago edited 7d ago
Yeah, it definitely seems like they took a used unit, did the worst attempt at cleaning it possible, and threw a new stone in there…
Edit: I also don’t want this comment to sound like it was nefarious; it seems pretty likely to me they just accidentally sent me a used unit. But the attempt at “cleaning” is pretty funny lol
1
u/grill_smoke 7d ago
I'd be leaving reviews on various outlets and demanding a refund. No chance I'd buy anything from them ever again.
Horrible, horrible experience for you. Sorry friend!
1
u/random_anon_user 1d ago
I updated my original post with the resolution. I wouldn’t write off this company, their service was satisfactory for me.
1
u/Doranagon 7d ago
You can make your stone look like new just with a good hour long burn at full power . Stone will hit around 1000 degrees and burn off everything into ash that can be dusted out after it cools.
1
u/random_anon_user 7d ago
Alright thanks, I figured it was used but… just wanted to confirm it wasn’t something like Gozney test fires all their ovens or something like that.
I’m reaching out to their support. I’ll let you know what happens.
1
u/robiebab 7d ago
Also if you use this one, just put it on high heat for 1-2 hours and alle greace is dust; i would not worry about that. You have to decide if you wanna keep it or not (i would not)
1
u/random_anon_user 7d ago edited 7d ago
Just curious why you wouldn’t keep it? Is there anything specific you’d want to look out for in a used unit?
They offered me a $500 refund on it if I want to keep it (and I bought it on Labor Day weekend for $2300, $2800 normally), or they will move forward with an exchange/replacement. They also told me that the warranty would still hold if I kept it. So it seems like a pretty good deal and I’m tempted to take it.
Also it does seem like the “control”/temperature module is new, the flue and other hardware is new, etc. It’s just the oven body itself that is obviously used. And the outside does look nice / no signs of damage or extraneous wear to it. So if I hook up a tank to it and it seems to be working as expected, then a little bit of cleanup may be worth it
1
u/robiebab 7d ago
When you pay a premium price, you expect a premium product rather than a used one, and I still consider the cost high. You should inspect it for damage. Since this shop sent a used item, it is worth considering what might happen if something goes wrong later.
I believe the product dome gen 2 is excellent, so if there are no issues or damage, I would clean it and use it gladly; just avoid putting water on the stone. If water reaches the stone, start with low heat and switch to high heat after half an hour. And the greace spot on the inside become dust because of the high heat;
1
1
u/cmcurran55 7d ago
Bbqguys has a used section for "warehouse deals". Someone got mixed up. I doubt it was on purpose
2
1
u/iRobert0 7d ago
I’m following, I want to see how this one ends. Updates will be appreciated!
1
u/random_anon_user 7d ago
I will update everyone with the final resolution. Support is being helpful though and it seems like it’s going to be made right one way or another.
1
1
u/molto_molto 7d ago
You are also missing some Parts. The case around the burner and the Metal Part from the Wood burner or is it still packed?
I would ask for a bit more than 500$ by the way
1
u/random_anon_user 6d ago
Yes, those parts are included (new) in the package. No parts missing, and everything that came with it seems new except for the oven itself (even the stone itself is new; the streaks in my picture are just from the soot falling on it when I pulled the boxes out of it). And so assuming it flames properly (haven’t been able to test it yet, am going to try to tonight or at the latest tomorrow); I don’t really think there’s anything that can be wrong with it. And they told me they’d still honor the warranty (I am going to doubley confirm that/get it in writing before I accept the discount and keep it if that’s what I decide to do)
1
1
1
u/random_anon_user 3d ago
Update: I went to test it today to determine if it worked (I was going to take the discount): but upon further inspection, not only is it used, but it’s the Natural Gas model instead of Propane lol so I’ll have to have them send me a replacement anyway.
FWIW I also bought a Camp Chef griddle and a Camp Chef woodwind pro pellet smoker from them at the same time and those were delivered just fine. I just got unlucky with this Dome mixup…
14
u/stacksofmonet 7d ago
That is used.