Onward Manufacturing Company Limited | Head Office & Manufacturing

If I could put 0 stars on this review, trust me when I say I would. From the very beginning I've had issues with my Broil King Signet BBQ. About 4 months into purchasing the BBQ, the grills began to rust and flake apart. The entire bottom casting, the gas burners, the flavor waves, and the separation plates also began to rust and build up some sort of substance that could not be taken off with regular cleaning. I properly seasoned the grills as directed, and keep it covered always when not in use. It's also in a closed in area, so it's not exposed to the elements anyway. When I discussed the concerns with the kind folks over at OMC, I was made to feel like the issues that I was experiencing were my fault, and that as a "one-time courtesy", they would replace the specific parts...even though I was WELL within the warranty period. They even went as far as telling me I cook with too much salt!?!? When received, it seemed as though I was provided with mix-and-match replacements, as none of the parts fit properly. The bottom casting had square holes for the burner secure screws, which were round....the screws that secured the handle to the lid did not fit into the screw holes, and the rotisserie plate holder did not fit/line up properly. When I explained this to the same person that helped me previously, she told me she would send replacement screws, and I received a "boss extension", that had ABSOLUTELY NOTHING to do with my issues. Countless emails later, I asked to speak to a supervisor. This supervisor seemed to address my concerns...she told me that the bottom casting was one that had a manufacturer's defect, and that they would send me a replacement bottom casting with the appropriate screws for the burners and the handle. She then told me I had to ship the parts back to them before they could ship anything out to me, which meant I would spend another month without the ability to use the barbecue. Today I finally received the 3rd shipment of replacement parts and I received 0 screws, the exact same faulty bottom casting, and a new handle (which I didn't need) for a completely different model. I don't know if these people just don't care about their jobs, or if they simply do not listen to anything the client says. As a result of all of this, it's been 3 months since I've been able to use my BBQ, and I'm still left without one that is functioning. I will NEVER purchase another Broil King product after this situation is dealt with...IF they even decide to deal with it.

Edit: Onward manufacturing has taken care of my issue. Thanks for reaching out to me. Much appreciated! My part has been replaced free of charge! Note: I tried to post this review on their website but they moderated it. I thought Onward Manufacturing would stand behind their products. Especially with their Broil King lineup. Today I was sadly mistaken when I contacted them for a replacement part for my Sovereign 90 model. They told me that there was only a 2 year replacement on the part I am having issues with. Clearly it states in the warranty that the cookbox and cookbox accessories have a lifetime warranty. I needed a new temperature gauge as mine fell apart. They also told me that I'd have to pay shipping on the item because shipping is not covered. For starters, this BBQ was nearly $1000 on sale and should not start to fall apart after 1 1/2 years. This part is clearly a very cheaply made part and should be replaced with a much more durable one free of charge and without having to pay shipping. I can go to my local Lowes and buy the part for less than they want for shipping. I'll be sure to look elsewhere when purchasing my next BBQ. Too bad, I really wanted to support products that are made in Canada

One of the worst customer experiences ever. Because of a missing piece I could not connect the sideburner of my Broil King Regal. It took the local dealer two months to deliver the piece (that probably costs max 1$). I reached out to onward directly multiple times by email and did not get a single response.

Bought a Sterling BBQ from them through Rona. Arrived damaged, packaging was undamaged so obvious they packaged damaged parts. Had to wait 2 weeks for replacement parts, which also arrived damaged due to being packaged completely improperly. Onward refuses to ship me a full new BBQ and Rona won't let me return it. Wish I had of avoided Sterling and Onward. Onward used to be known for quality but from what I see on this BBQ this is as cheap if not cheaper than Walmart BBQs from overseas. Buyer Beware. Update: I talked directly with rep from Onward that commented below, and she promised to send out replacement parts right away. 4 weeks after contacting her about the damaged parts I still haven't received them. Horrible product, horrible customer service. Wish I could give 0 stars. Avoid Onward BBQs. Update 2 (1 year later): I finally did receive the parts after a few more calls with Onward. Was not a smooth or easy process. I've had the grill for a year now and it is really showing it's poor quality. Starting to rust on the frame and lid. The burners are already rusting and providing uneven heat. My previous BBQ burners last 6 years so I'm shocked by the incredibly low quality of these parts. My guess is Onward has moved to a model of providing low quality parts with a long warranty in hopes people will give up on the product and buy a new one rather than constantly having the headache of calling for warranty replacements that take weeks to arrive.

We ordered barbecue parts at the start of summer. They have yet to arrive. We have no confirmation that they have even been shipped. 10 out of 10 I would not do business with these people again. Not even to buy a brand new barbecue off the shelf from a big box store. Which includes the brands of Broil King®, Huntington™, Broil-Mate™, Sterling®, Broil King® Keg, Barbecue Genius® and GrillPro®

I was told that broilking would be significantly higher quality, and would not rust as long as it was taken care of. I ended up buying a broilking regal 590 pro series, and spent over $1000 on it, and then $69 for a cover. Within 3 years, the grill was rusting just like the others cheaper brands, and was showing the same signs of lkw quality that the other $200 - $300 grills showed. I called broil king, and after several conversations over 3-7 months, and pictures, i was sent the parts to replace my rusted parts: grates, cookbox, burners, flavor bars, rotisserie, rotisserie holder, and even the lid. Practically, everything is rusted on a $1400 grill that was covered its entire life. I called broil again, and again, and again over the last couple years, and they have sent me part after part in their defense, but i cannot replace the parts because they are all rusted onto the grill. For example, i cannot get the lid off of the grill, because where it attaches to the grill, is completely rusted together. I cannot cook on the grill, because whenever i shut the lid, rust would fall onto my food. My burners are rusted onto the grill, bolts are all rusted to the grill, and in the attempt to change parts, have broken off. It is a mess, and a complete disappointment. How do you replace parts when they cannot come off, due to being rusted on??? Broilking, i sent you an email, but no response. This is not the way you treat customers who spent premium a price for a subpar product. You hear the stories of 16 yr old weber grills that are not rusted, but we chose broilking, and now the product is simply not useable. Totally indescribable, the level of dissapointment and disgust you feel after believing that you spent more to get better quality, to find out that you are in the same position, but with over $700 more spent, to get the same thing. I will keep trying to get this remedied, and will keep this post up to date.

Not sure why the bad reviews. Customer Service has been excellent and the quality of my Sterling BBQ has been top-notch. The grills needed replacing as they were rusting (we use our BBQ all year and it's rarely covered - I should take care of the grills a bit better). It was just out of warranty by 2 months but the team were very nice in replacing the grills, as well as explaining that the cast-iron grills should constantly be seasoned. The BBQ has been very reliable over the past 2 years. Box, ignition and burners are all functioning flawlessly. Did I say the ignition is still working great (that is always the first to go!) Keep up the great product...and the great service!!

I have had my Broil King grill approximately 2 years. The burners have a 10 year warranty. I sent pictures in 11/18/2020 and they approved replacement of the burners. I had to give them my credit card info for the shipping. I was told I should receive them within 2 weeks. That was over 4 months ago. I have called several time and they have told me they were out of stock but should be in within a week. Still no burners. It doesn’t do any good to have a warranty if they won’t deliver them. Will never buy another Broil King product.