Customer Ratings & Reviews

Poorly designed. Mine caught on fire. $9000.00 piece of garbage. If you buy one never use it. Heat from cooking area melted wiring and was on fire. Hestan warrenty is useless. Everythis is unprotected.

This is a gorgeous piece of equipment. Easy to use and I love the rotisserie and the storage for the rotisserie

Their grills have some nice features that you won't find elsewhere, but here is your warning - they are nowhere near worth the headache you'll have if you need any type of support from the Hestan company. There are a limited number of reviews on the web about this company and their grills. There are several good ones, but I also read a few that described significant problems with their customer support - and I can now attest those critical reviews are absolutely true. Our situation began when it was discovered our grill was delivered with a nonfunctioning electronic board. Hestan immediately claimed the reason was our fault, as the wind must have blown the flames into it and melted the wires. In fact, they went so far as to tell me I needed to put up a wind barrier for the grill, as the grill was susceptible to wind burn outs. It was truly a puzzling response from them, especially since we hadn't used the grill at that point. Second, we later discovered our grill had a damaged cart, that causes it to twist and flex, which causes several problems, such as the cart doors won't align and the hood fails to close completely. And, despite their limited lifetime warranty on exterior housing, they refuse to stand behind their product and replace it. The customer support we received for either issue was incredibly poor - but that was when we could even get someone to respond. Most of the time they simply refused to reply to emails or phone calls. Or they were very very delayed in responding, not by days, but in weeks. Even when you do speak with them, they have a very interesting technique of bouncing you from rep to rep - as I spoke to Dustin C., Leo F., Manuel, and several other employees, as well as the mysterious "Hestan Service Department" in the signature line with no name to reference. From a company that sells high end luxury products they have absolutely no desire to stand behind their own quote taken directly from the homepage of their website that states, "With a passion for quality and a commitment to customer satisfaction, we are dedicated to helping you find the ideal luxury appliances for your lifestyle. Discover the unparalleled craftsmanship and award-winning innovation of Hestan, and make your culinary aspirations a reality!”  In fact, it is the exact opposite to commitment to customer satisfaction as stated. There were several other issues with them such as repeatedly being asked for my proof of purchase, which I provided every time, but I think it was a stall tactic to avoid addressing the issue. Suffice it to say I am very disappointed in our experience with Hestan, and this was a very costly mistake. I recommend doing your research, and I would avoid this company entirely.

We have had this grill for a year. We have never owned a BBQ that has been this consistent when cooking meat. Worth every penny!

Did my research on high end grills and settled on the Hestan 42" with single sear burner configuration. The grill arrived in great condition, however the top warming racks were not aligned which was the first warning sign of poor quality control and poor attention to detail. After the first use the Rotisserie chain became loose and stopped rotating not to mention the Rotisserie burner ignition stopped working. It's now been 3 months and customer support has been beyond terrible. The contracted company came for a visit and mentioned they needed a Hestan technician to assist in the repairs. Despite multiple emails and calls to Hestan there has been zero movement on getting the needed items for repair. WOULD NOT BUY THIS GRILL. Learn from my mistake and purchase a Lynx or other high end grill.

Flare-ups like you have never seen before. Oils pool on tiles, making it a game of whack-a-mole. Poor customer service. Don't let the pretty face or fancy marketing fool you. For real hi-end grilling I'd recommend Kalamazoo.

Well designed, lots of flexibility with included smoker, optional charcoal tray insert, optional flat top grill insert. One grill that does it all. Have not owned it long so cannot comment on long-term reliability.