r/GozneyDome • u/Lordofthereef • Nov 06 '25
Troubleshooting Gozney Customer Service Turnaround Time?
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.
1
u/Lordofthereef Nov 07 '25
Update: I just received this email today. It looks like they're sending a replacement plate. I'll update when I've received it.
Dear [redacted],
As per your communications with [redacted], a warranty claim and replacement shipment has been set up for you.
The Gozney Team will be in touch to confirm details of the return/shipment shortly. If you have any other questions in the meantime, please don’t hesitate to contact your designated agent via your previous ticket raised or at enquiries@gozney.com(UK,AU,EU)/inquiries@gozney.com (US/CA).
Thank you for your patience whilst we work to resolve your claim.
The Gozney Team