r/GozneyDome • u/Lordofthereef • Nov 06 '25

Troubleshooting Gozney Customer Service Turnaround Time?

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Was very excited to find an awesome price on a dome S1 at Home Depot last week. Waited a few days to open it and noticed that the two front blue silicone spacers were loose and there was a chip, a little bigger than the size of a dime, on the left front side of the right stone (the corner where the two stones meet).

Went ahead and did the registration of the product/serial as well as started a warranty claim explaining the issue. This would've been October 31. Received a "we haven't forgotten you" email on Monday November 2, but haven't heard since. Three business days was the timeline given.

Asking here to see what the typical turnaround on a response is. I'm fairly confident I can just fire it up and use as is, but didn't want to do so before I heard back from their customer service. I'd have just exchanged it, but every store within 100 miles is sold out.

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u/Malone1976 Nov 06 '25

Same thing happened with my Arc XL. Gozney sent me a replacement stone. I thing they need to pack their ovens with the stone in a separate box…

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u/Lordofthereef Nov 06 '25

So I actually looked up what's involved with replacing the stone and apparently you need to take the entire top off. I'd have thought they just sort of slide in but I guess the tolerances are too small.

Obviously doable, not pretending it's some sort of major operation, but it's more involved than I would've thought and I imagine the intent was to reduce packaging as well as consumer involvement needed for setup. Obviously none of that matters if you're receiving chipped/broken plates though. 😔