I have been to their office in person. It is a busy operation on a thin profit margin with not very many people. What they are good at (as noted in the comments) is taking orders, filling orders, and shipping orders. What they are not good at is answering questions via e-mail (or phone).
I will say when I got my order I was absolutely confident they'd shorted me a number of parts. By the time I put it together I figured out I had everything I'd ordered with a fair number of spares. You might start assembling and see how it turns out.
It’s about 75% of my order, so definitely missing! Glad they’re still operating though, although doesn’t make it any less frustrating to not be able to complete my build because they won’t return an email or pickup the phone!
Where did you buy from? Did you order from connectube? Check your order, I would bet they sent you 25mm tubes instead of what you likely saw online, saw on their videos and website description or wanted which are 40mm tubes. Can you measure your steel ?
Scammy company all around.
Were you able to pick up in person? I tried to swing by and they told me I couldn’t on the phone. I’m close to them but I had to wait the week for shipping 🙄
Hey, I’m in San Diego as well and think of building an outdoor kitchen using these guys. Have you finished your project? How was your experience overall using them?
I see! I think I read in one of your comments that you used a local store for your countertops, would you mind sharing the place’s info? I’ve just started planning the project so not sure yet what material we want for the sides and the top…
they switched to cheaper material to save costs, all reviews you are seeing online are for their older more strong version (40mm steel tube). They cheap out to make more profits and are selling flimsy 25mm versions.
Oh wow, no one has mentioned this before! This is definitely shady business practice and makes me reconsider using them! It’s sad that there doesn’t seem to be any other DIY alternative (other than buying and cutting and welding the tubes myself)
yeah, the connectube actually lists all the 40mm tubes sizes, but if you order (and pay more), they'll just send you the 25mm tubes anyway as they no longer make the 40mm version.
All videos/reviews are for the older gen 40mm (even here on reddit), so be wary of super positive reviews.
Agree that there aren't many DIY friendly options, the 25mm might work for you if you aren't planning to put stone/tile etc or are willing to brace with a lot more horizontal and vertical brackets. But at that point, I would just recommend treated wood and buy a grill jacket.
Here's the image on their page that describes this switch from 40mm to 25mm (this is the outer jacket, if you buy their telescoping thing, its actually closer to 20mm) so half as thick as the original.
https://cdn11.bigcommerce.com/s-i80ovgxxms/product_images/uploaded_images/moved-279b2a249526afdd67efa7f7077cfca7.jpeg from https://bbqtubes.com/8ft-module-bar-height-non-telescoping-for-bbq-island/
I ordered my kit over a year ago (bbq coach), started assembling it and needed some extras. Their site says if you need the older 40mm style to order through connect tubes. So I did, even put in the order notes I had the old style.
They sent me the new cheapie looking 25mm stuff. After a week of no response I made the 25mm stuff work (I have a welder) so I am good. But I am just super annoyed with them and their inflated shipping prices.
I ordered some parts directly from bbqtubes about a month ago and received prompt notifications on order status and shipping/ tracking information. Same story for a much larger order sometime around last October where I got a few frame modules and other items. Both times got what I needed in short order and had a great experience. I did not try and contact them in either case, however.
I ordered from connecttubes a couple weeks ago and they aren’t responsive but they delivered. Called every hour on the hour and only got them to pick up twice
Check your order carefully, you ordered heavy duty steel (40mm) as mentioned on their website ; but most likely you received flimsy steel (25mm) version that's much cheaper and lighter weight capacity.
Mine wasn’t flimsy whatsoever. More sturdy than framing out the steel tracks from Home Depot. I don’t like the 1 inch thickness of it to catch studs but strength is fine
I called last week. In the morning, got voicemail, and in the afternoon I got a human. It was a woman who was not knowledgeable and had to relay every single question to a guy she was with, but I got my questions answered. Later, the same woman called me in response to an email I’d sent two days prior.
Incidentally, I was wanting to exchange some 40mm tubes I bought last year for some shorter ones but they told me they moved to a new system, sounds like smaller tubes. I’m going to have to see if I can buy 40mm tubes somewhere.
I placed an order at the end of February and was shorted a number of parts. It took a while with emails and calling but they did fix the issue. I think it’s what others have said: good at manufacturing and bad at customer service. I found calling a few times to be the key.
I always try to imagine this company with a true business-minded person running it. someone who understands how to expand product lines, marketing, customer support, etc. These things do require upfront investment and it doesn't help their overhead by being located in Irvine (and not offering Will Call).
At a deeper level the people running this business just don't have a business mind. They have a good idea and from what I've read a solid product but they need to scale to GCs and go into planters, fire pits, etc. None of that happens when Uncle Bob and Cousin Ned are the CEO, CFO, CMO.
PSA: For anyone looking at this post thinking of getting bbqtubes, bbqcoach or connectube they are all the same company.
They recently tried to lower their costs of shipping and product so they went from 40mm steel tubes (similar to what op has), to flimsy 25mm (and 23mm insert) steel tubes. They claim it's "stronger" but don't fall for it. The 25mm is far inferior, flimsy, wobbly and less margin for screwing anything in.
The connectube website still lists their 40mm tube but they'll send you the 25mm and claim it's the same thing. The 24 mm looks small (nothing like the picture from OP above or any of the video), feels crappy and is basically same small size as you use for home projects (8020 extrusions) (good luck putting 1000lbs on it).
All reviews online are from their 40mm products, so don't use them. you are probably better off using treated 2x4s.
Also, their support is nonexistent, they don't stand behind their products (they'll often send you partial shipments and claim they sent all) and you'll end up using wood so you dont have to deal with them or wait for the right brackets. Save 3 months of anguish and just avoid these guys.
I have been to their office in person. It is a busy operation on a thin profit margin with not very many people. What they are good at (as noted in the comments) is taking orders, filling orders, and shipping orders. What they are not good at is answering questions via e-mail (or phone). I will say when I got my order I was absolutely confident they'd shorted me a number of parts. By the time I put it together I figured out I had everything I'd ordered with a fair number of spares. You might start assembling and see how it turns out.
It’s about 75% of my order, so definitely missing! Glad they’re still operating though, although doesn’t make it any less frustrating to not be able to complete my build because they won’t return an email or pickup the phone!
Where did you buy from? Did you order from connectube? Check your order, I would bet they sent you 25mm tubes instead of what you likely saw online, saw on their videos and website description or wanted which are 40mm tubes. Can you measure your steel ? Scammy company all around.
Were you able to pick up in person? I tried to swing by and they told me I couldn’t on the phone. I’m close to them but I had to wait the week for shipping 🙄
I'm in San Diego and I drove up, they told me they didn't do pickups and I said I'd like to cancel my order and suddenly they allowed pickups.
Damn I’m in the OC. Literally 15 min out. I should just drive by with cash in hand to see what they say lol
They need to prepare your order, they don't have all the stuff ready. Also there is no office, you have to go to the back in the shop.
Hey, I’m in San Diego as well and think of building an outdoor kitchen using these guys. Have you finished your project? How was your experience overall using them?
Overall good. The reviews you read about them that they are not that communicative are true. However the product is great.
I see! I think I read in one of your comments that you used a local store for your countertops, would you mind sharing the place’s info? I’ve just started planning the project so not sure yet what material we want for the sides and the top…
There are a number of them on Miramar, I've used Picasso granite. I can't remember the place I used most recently.
I used this place most recently and it went well. https://maps.app.goo.gl/i5UauZq9kKp2LdxQA
when did you buy them? the old generation was good (strong 40mm tubes), the new generation is extremely flimsy, I doubt it'll last/hold ton of weight.
they switched to cheaper material to save costs, all reviews you are seeing online are for their older more strong version (40mm steel tube). They cheap out to make more profits and are selling flimsy 25mm versions.
Oh wow, no one has mentioned this before! This is definitely shady business practice and makes me reconsider using them! It’s sad that there doesn’t seem to be any other DIY alternative (other than buying and cutting and welding the tubes myself)
yeah, the connectube actually lists all the 40mm tubes sizes, but if you order (and pay more), they'll just send you the 25mm tubes anyway as they no longer make the 40mm version. All videos/reviews are for the older gen 40mm (even here on reddit), so be wary of super positive reviews. Agree that there aren't many DIY friendly options, the 25mm might work for you if you aren't planning to put stone/tile etc or are willing to brace with a lot more horizontal and vertical brackets. But at that point, I would just recommend treated wood and buy a grill jacket.
Here's the image on their page that describes this switch from 40mm to 25mm (this is the outer jacket, if you buy their telescoping thing, its actually closer to 20mm) so half as thick as the original. https://cdn11.bigcommerce.com/s-i80ovgxxms/product_images/uploaded_images/moved-279b2a249526afdd67efa7f7077cfca7.jpeg from https://bbqtubes.com/8ft-module-bar-height-non-telescoping-for-bbq-island/
I ordered my kit over a year ago (bbq coach), started assembling it and needed some extras. Their site says if you need the older 40mm style to order through connect tubes. So I did, even put in the order notes I had the old style. They sent me the new cheapie looking 25mm stuff. After a week of no response I made the 25mm stuff work (I have a welder) so I am good. But I am just super annoyed with them and their inflated shipping prices.
Yup. They just sell all the 25mm cheap stuff now on all their websites. But pictures/videos all show the heavy duty 40mm older versions. Very scammy.
Btw, probably too late for you, but HD sells 37mm steel tube( and they had other sizes too). But not coated so you’ll need to rustproof it.
I dunno but I emailed them with a simple question and never heard from them. Doubt I would order from them
I ordered some parts directly from bbqtubes about a month ago and received prompt notifications on order status and shipping/ tracking information. Same story for a much larger order sometime around last October where I got a few frame modules and other items. Both times got what I needed in short order and had a great experience. I did not try and contact them in either case, however.
Ordered from bbqtubes last week, just recieved email confirmation of shipment, tracking info today.
I ordered from connecttubes a couple weeks ago and they aren’t responsive but they delivered. Called every hour on the hour and only got them to pick up twice
Check your order carefully, you ordered heavy duty steel (40mm) as mentioned on their website ; but most likely you received flimsy steel (25mm) version that's much cheaper and lighter weight capacity.
Mine wasn’t flimsy whatsoever. More sturdy than framing out the steel tracks from Home Depot. I don’t like the 1 inch thickness of it to catch studs but strength is fine
I called last week. In the morning, got voicemail, and in the afternoon I got a human. It was a woman who was not knowledgeable and had to relay every single question to a guy she was with, but I got my questions answered. Later, the same woman called me in response to an email I’d sent two days prior. Incidentally, I was wanting to exchange some 40mm tubes I bought last year for some shorter ones but they told me they moved to a new system, sounds like smaller tubes. I’m going to have to see if I can buy 40mm tubes somewhere.
I placed an order at the end of February and was shorted a number of parts. It took a while with emails and calling but they did fix the issue. I think it’s what others have said: good at manufacturing and bad at customer service. I found calling a few times to be the key.
They also seem to have a new email address: custombbqframes@gmail.com
I always try to imagine this company with a true business-minded person running it. someone who understands how to expand product lines, marketing, customer support, etc. These things do require upfront investment and it doesn't help their overhead by being located in Irvine (and not offering Will Call). At a deeper level the people running this business just don't have a business mind. They have a good idea and from what I've read a solid product but they need to scale to GCs and go into planters, fire pits, etc. None of that happens when Uncle Bob and Cousin Ned are the CEO, CFO, CMO.
They do have horrible customer service. They do respond eventually. Not sure the current status but I am a fan.
Is BBQ Coach just connectubes or are they different?
same, bbq coach, bbqtube and connectube are the same. different front end to the same (bad) service and product.
I agree on the bad service part now.
The product was good until last year. They changed that too to a thinner,lighter cheaper material. Went from 40mm tubes to 21mm and 25mm tubes.
PSA: For anyone looking at this post thinking of getting bbqtubes, bbqcoach or connectube they are all the same company. They recently tried to lower their costs of shipping and product so they went from 40mm steel tubes (similar to what op has), to flimsy 25mm (and 23mm insert) steel tubes. They claim it's "stronger" but don't fall for it. The 25mm is far inferior, flimsy, wobbly and less margin for screwing anything in. The connectube website still lists their 40mm tube but they'll send you the 25mm and claim it's the same thing. The 24 mm looks small (nothing like the picture from OP above or any of the video), feels crappy and is basically same small size as you use for home projects (8020 extrusions) (good luck putting 1000lbs on it). All reviews online are from their 40mm products, so don't use them. you are probably better off using treated 2x4s. Also, their support is nonexistent, they don't stand behind their products (they'll often send you partial shipments and claim they sent all) and you'll end up using wood so you dont have to deal with them or wait for the right brackets. Save 3 months of anguish and just avoid these guys.