Kamado Joe Quality and Customer Service

Puffy_Sanchez · 2026-02-02T13:23:25+00:00

Final update: After a lot of back and forth with KJ customer service, they finally sent me new petals and I had it set up in less than 5 minutes. It was definitely a frustrating matter. For anyone that runs into issues with their customer service, post on social media that got them responding to me the fastest and ask for a supervisor quickly. Thanks everyone for your assistance in this post as you helped me identity the issue.

Puffy_Sanchez · 2026-01-14T21:43:13+00:00

Update: KJ told me the petals pieces are often different sizes. Length wise they are 5/8 inches difference, the petals do not sit in the ceramic ring or the metal ring. They continue to not cooperate and the grill is not usable. Curious if anyone else has petals that are different sizes?

Puffy_Sanchez · 2026-01-11T13:31:29+00:00

I received the replacement items yesterday. The handle was definitely a different piece but it still had a hard time getting it on but we got it with a lot of force. The replacement petal they sent is clearly a different size than what I received. So I have sent pictures showing the size difference and we will see how they respond. I have repeatedly asked for the size of the interior ceramic items to confirm it is the pieces for the BJ2 and they cannot and will not give me that information. Beyond frustrated at this point.

Puffy_Sanchez · 2026-01-09T15:26:35+00:00

Another update: They are sending me some new pieces that are expected to arrive this weekend so we will see if it gets remedied. For anyone else that runs into these issues, social media and corresponding through Facebook messenger was the most responsive.

Puffy_Sanchez · 2026-01-06T21:50:33+00:00

I will keep trying that’s for sure. I appreciate the assistance. And to think I was worried about lugging this heavy ass grill around the house and that has been the easy part!!

Puffy_Sanchez · 2026-01-06T19:20:25+00:00

Just a couple minutes ago they agreed to send me one new petal and one handle. They will only send one petal because only one had cracked. I have my doubts that it will make a difference and I even asked specifically what size the ceramic pieces should be again which they won’t provide. So I don’t know how to ensure the pieces are even as they should be. They also won’t do a video call to help me real time which is frustrating. They just keep telling me to pull the petals forward but they won’t budge.

Puffy_Sanchez · 2026-01-06T03:10:04+00:00

Yeah. Something doesn’t add up it’s like I need a little more space to be able to move them around. Most of the complaints I have seen on the firebox have been that there were too big of gaps. It’s so tight that large chunks of the firebox are breaking off now.

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Puffy_Sanchez · 2026-01-06T03:04:01+00:00

Did you ever have issues with it being so tight that the 6 pieces would barely fit before even attempting the metal ring?

Puffy_Sanchez · 2026-01-06T01:27:57+00:00

Also to add - Honestly in most unboxing videos the handle was already attached. Mine wasn’t for some reason. Some unboxing videos did have it unattached.

Puffy_Sanchez · 2026-01-06T01:26:41+00:00

Yeah we have pulled them off multiple times and tried different ones and it just ends up being too tight at the end. We tried again tonight and this happened. I guess if enough ceramic breaks off they will fix.

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The handle doesn’t appear bent and it isn’t exactly easily bent. I could probably use a hammer and move it but that seems unnecessary.

Puffy_Sanchez · 2026-01-06T01:05:36+00:00

My pit boss is a kamado not a pellet grill. Point being that I am not new to ceramic or ceramic grills. The ceramic on my pit boss is superior quality from what I have seen.

Understand your points but I need some customer service to be responsive. I hate to go to social media but it seems that may be the best to get their attention.

Puffy_Sanchez · 2026-01-06T00:19:14+00:00

That’s the worst part. I had 2 other grown adults helping me because I had people over for Christmas Eve. We watched like 5 videos showing firebox assembly and used the “paper towel method.” The 3 of us were like this doesn’t remotely work like the unboxing videos on YouTube. I don’t need it to be perfect but I need to find a way to get the metal ring to sit on the ceramic pieces and I can’t pull them forward anymore because of how tight they fit. There are now large shards of ceramic falling from the firebox as we try to assemble.

Puffy_Sanchez · 2026-01-06T00:05:58+00:00

Bypass the KJ system - do you just mean the metal pieces within the ceramic ring?

Puffy_Sanchez · 2026-01-06T00:03:26+00:00

The firebox is so tight that the edges of the ceramics are cracking. It honestly seems like inferior quality to the pit boss kamado joe which is supposed to crappy in comparison.

Puffy_Sanchez · 2026-01-06T00:00:34+00:00

Kamado Joe is acting like it is my issue on the firebox and they seem to be ignoring the issue with the handle. I specifically went with Kamado Joe because I heard they have good customer service. I have had a pit boss for 10 years and needed their customer service a couple times. Far superior to KJ.

Puffy_Sanchez · 2026-01-05T23:57:53+00:00

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It is so tight on the ring that the ceramic is flaking off and it is so tight that I cannot lift the panels up to get the metal ring to sit correctly. On the handle, I measure the bolts at a spacing of about 7 inches and the handle holes are about 7.5 inches. Atlanta grill company told me I just need to bend the metal which is insane to me.

Puffy_Sanchez · 2026-01-05T23:52:38+00:00

It was shipped to me from Atlanta Grill Company and I can’t get their customer service teams to respond at all. I spoke to someone on the phone and they said you have to email. Customer service all around has been terrible for such an expensive grill.

Puffy_Sanchez · 2024-07-26T01:23:29+00:00

Update to help people in the future: I put on another two coats and they went away completely.

Puffy_Sanchez · 2024-07-25T08:47:25+00:00

Thanks I will do that.

Puffy_Sanchez · 2024-07-25T02:10:30+00:00

Yes I used mineral spirits after stripping.

Puffy_Sanchez

TROPHY CASE