Onward Manufacturing Company Limited | Head Office & Manufacturing

Purchased a Monarch 390 NG BBQ October 14, 2015 assembled from the store. The igniter for the rotisserie did not work, store came out and got it to work. Later it packed up again, this time the store replaced the burner unit and got it to work, a few weeks later it packed in again. This time I phoned Broil King and they said they would send out a new burner unit but I would have to pay shipping. Apart from the fact that had already been tried I sent an email explaining that I don't see why I should have to pay shipping. That was two weeks ago and apart from an automated received notice email there has been nothing. We like the BBQ but question whether it is worth paying a premium for a home grown one rather than one from offshore if we don't get satisfactory customer service.

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.

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"

I bought a brand new, never opened, Broil-Mate BBQ. I bought it from someone off FB. One of the shelves was damaged. And the ignitor doesn't work! I contacted OMC, and here was their response: I wish I had better news for you

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 bought a replacement BBQ burner (Stainless Steel DUAL BAR Burner) that is manufactured by Onward MFG, CO. The burner lasted less than one year. I got a replacement and this burner lasted LESS than on year. (This product has a 5 year warranty). This poor performance speaks volumes about the durability and reliability of this product and to a greater extent, about the companies perspective on all its products like the Broil-King. I was considering buying a BK but with this type of track record - I am no longer considering their product line.

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 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.

Great BBQ'S made in Canada and USA.Quality and customer service is second to none..

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.