Dreamwood Living

Hi Sarah, Thank you for your review and for purchasing from us. We sincerely apologize for the inconvenience this missing part has caused with your grill assembly. We understand how frustrating this must be, especially with a large item like this and for a $5,000 purchase. As a dealer, we have followed up multiple times with the manufacturer on your behalf to expedite the missing part. We can not control the rare occasion that a manufacturer may not include a part by mistake. All the items we sell are brand new. We can only try to fix the mistake as fast as possible which we are attempting to do. Unfortunately, this is a rare component that they do not keep in regular stock, which is why it has taken longer than expected to ship. We’ve done everything we can to push this along and will continue to stay on top of it for you. If there’s any additional information or support we can provide in the meantime (photos of the part for reference, temporary workarounds, etc.), please let us know. We want to make this right and ensure you’re fully satisfied with your grill. Thank you again for your patience.

Hi Michael, Thank you for taking the time to share your feedback on your charcoal grill. We're truly sorry to hear about the frustration you've experienced with the heat control and flare-ups while cooking chicken. Spending that kind of money on a grill and not getting the results you want is disappointing, and we appreciate you letting us know so we can help. We actually tried reaching out to you numerous times by phone to offer support, but we weren't able to connect. We'd still love to assist you directly if you're open to it. In the meantime, here are some proven suggestions that can significantly help reduce excessive heat and manage flare-ups on charcoal grills: Use less charcoal: Start with a smaller amount (a chimney starter about ½ to ¾ full is often plenty for most cooking). You can always add more briquettes if needed, but it's much harder to cool things down once it's too hot. Improve airflow control: Make sure the vents are only partially open at first and then fine-tune the temperature. Closing them more will restrict oxygen and bring the heat down. Create different heat zones: Bank the coals to one side of the grill so you have a hot direct-heat side and a cooler indirect-heat side. This is especially helpful for chicken—sear on the hot side, then move to the cooler side to finish cooking without burning. Manage grease and flare-ups: Place a drip pan (disposable aluminum foil pan works great) under the chicken to catch the dripping grease before it hits the coals. You can also trim excess fat from the chicken beforehand and avoid sugary marinades/sauces until the very end of cooking, as they tend to cause more flare-ups. Consider a water pan: Placing a pan of water next to or above the coals can help moderate the temperature and add moisture, reducing the chance of burning. We value your business and want you to enjoy your $4000 investment with Dreamwood Living. Looking forward to hearing back from you! Best regards, Dreamwood Living Team