Masterbuilt Manufacturing
Reviews and Complaints

We have used our smoker only a few times since purchasing it. Suddenly the internal temperature is off by 40 degrees. Due to Covid19, there is no phone number for customer service so I emailed. This was on 5/17 which is within the warranty period. Immediately I received an email with a case number and a message that someone will respond in 3 business days. After day 4, I emailed asking for an update. I get a new response saying not to email because that will move me to the back of the queue. I have not heard anything since and it is now 2 weeks since my original email. This has been the worst customer service I have ever experienced and I will never recommend a Masterbuilt product to anyone again. I work in customer service and cannot believe a company would make their customers wait two+ weeks for a response and make them feel like they can't reach out for fear of being sent to the back of the line. Worst model I have ever heard of!

I picked up this grill assembled from a local store. When I got it home, the controller would power up, but it would not allow for temp or time adjustments. I was able to control it using the app, however. I called Masterbuilt to report the problem, but they don't take phone calls. They instruct you go through their website; which I did. Before I was even able to register a warranty claim, they make you register the smoker. I did so and have tried 5 times to file a claim. Every time I submit the claim, I get an error message, and it's not accepted. It's very frustrating since it takes some time to complete all the questions. I've tried on multiple computers as well as my phone. It still doesn't work. I would not recommend buying this product - if for no other reason than their customer service. They clearly hide behind the website, and I have no idea how to reach them. I'm returning this unit to the store. Maybe they will be able to reach them.

My daughters gifted me a Masterbuilt electric smoker for Christmas. When I assembled it, the brackets for the drip pan were missing. Customer Service was unreachable due to COVID. The Masterbuilt website required product registration for support, which I did, but no confirmation email was sent. Repeated calls directed me back to the website. Poor quality control and customer service don't seem like a good business strategy. I returned the smoker to the retailer and paid $37.00 for shipping, feeling sorry for my daughters.

Horrible company that with customer service agents that totally disregard customers. I purchased an*** The inside of the plastic wheels completely wore through so I contacted the customer service number on the "Use Manual". The company that took over the warranty, customer service, technical service, and parts for this item is now Masterbuilt. I could not get ahold of anybody in parts on the phone so I emailed Masterbuilt to get a price on the parts (wheels). They emailed me a list of smoker products that had nothing to do with my parts for my *** barbeque. I have tried to contact them by email on three different occasions to clarify my request and I keep getting the same garbage link. I am now giving up to attempt to get wheels elsewhere the same size, better built, that will fit the ***. Avoid doing business with this company unless you want to waste an inordinate amount of time. If you decide to purchase one of their products you'll likely be on your own for parts and technical assistance.

Warning! Be careful buying Kamado Joe products, which are owned by Masterbuilt Manufacturing. I have really enjoyed my Kamado Joe which I purchased last November from *** Company. My KJ came with half moon ceramic deflector plates which are essential for using the grill for smoking, cooking pizza, etc. One of my ceramic deflector plates recently broke while still under warranty. I filed a warranty claim and have received nothing other than an email assigning me a claim number. I'm shocked by the number of complaints below all within the last few months. I don't know if KJ is going out of business or if they just don't care about their customers. This is very, very disappointing and I hope the large KJ owner communities quickly becomes aware that KJ is doing a really terrible job with customer service and warranties. No phone. No email. Just an online form that KJ doesn't respond to. How can you run a business that way. I think I'm going to reach out to the private equity group that owns Masterbuilt. One way another KJ is going to honor my warranty or give me my money back.

Customer service has been near atricous and has made me question ever ordering from Masterbuilt again, let alone made me debate cancelling my order, but I'm sure that will be even more challenging. I ordered the Masterbuilt Kamado Grill on 5/6 and received an order confirmation email, but have received zero communication since. No email saying the order has been processed or an ETA for delivery. I understand shipping is impacted by COVID, but that's not an excuse for poor communication. One customer service inbox replied saying it wasn't monitored. The other one I emailed replied saying I emailed the wrong department, but that they'd contact shipping and get back to me. It's been 6 days since then. I've followed up twice with that individual and haven't received a response. The customer service phone line is not being operated so no way to contact that way. Submitted a contact form via the website and was told I would be contacted within 72 business hours and that hasn't happened either. All I'm trying to do is see when (if ever) I'll receive my product and it's been harder than pulling teeth.

I purchased a smoker on June 9. In attempting to assemble it I discovered that the left side of the smoker body did not have the holes drilled to install the grill grate supports. The owner's manual indicated that for assistance to call the company which I did. That resulted in a taped message that the company was not accepting calls and that you would have to utilize the website. Once on the website you had to first register the product to include pictures of your receipt and the data plate on the smoker. You could then file a claim which I did. This resulted in a response that the claim would be addressed within five working days. Five days came and went with no response. On about the eighth day I sent a followup e-mail message and my wife also filed a second claim. She received the apparently automated five-day response. No further information has been received. Being unable to use the smoker and receiving no response from the company I returned the item on July 16. It is very obvious from my personal experience and other reviews that this company has no interest in customer service.

We purchased a Masterbuilt Smoker, model ***, on February 8. This was a birthday present for my husband. It was supose to have all the bells & whistles - bluetooth/wifi, built-in thermometer, fan, etc. The fan & thermometer doesn't work. And you can't use your phone to control the unit. We can barely even get it to connect to the app. We tried to reach out to the company, but phone numbers do not work. My husband used the email service the company orovides & received a disturbing answer. We were told that our unit didn't function with a fan (even though it came with one), we were also told that it didn't work with bluetooth (even though it says it does) & I think he was also told the same about the thermometer (even though it came with the unit). What we don't understand is why is it ADVERTISED & PRICED as though it comes with all these things, but it doesn't. We have used it only a couple of times, plus the initial burn off. So, it is impossible to return the product. We would really just like some direction on use & answers to why we paid so much for an item that only does maybe half of what it should. We would love to have an opportunity to talk to a customer rep.

I have a newer smoker that is acting up and I needed some advice from MasterBuilt on how to fix their product. I have left 3 emails asking for help over 2 weeks. I can see my email request go through but NO response. I haven't even received an email saying they got my emails and will contact me. (Here's the tiny violin part...) I was trying to be proactive with memorial day coming up and being stuck at home with the family in this pandemic. We really wanted to smoke meat like we do every Memorial day and keep it somewhat normal around here. I understand that Masterbuilt is short staffed or going through some staffing issues but the voice message when you call the company directs you to the website and to email. So I did. 1 or 2 days to get a reply from a company this size is OK but to hear nothing after 3 emails and 2 weeks shows Masterbuilt customer service needs help. Masterbuilts online store being open and not customer service doesn't give me a lot of confidence in their brand wanting to do nothing more then just sell and not support once you buy. I still would like help but without them having another way to contact them and with no support portal, I don't see this smoker working again soon.

Received a new 40 inch charcoal smoker as a christmas present and did my initial build and burn in per manufacturers instructions. 20 min into the burn in my control board froze. Had to unplug thevpower to reset and restart the smoker. This happened multiple time in a 4 hr burn in.

Masterbuilt's customer service is horrible. Everything is done through an online form. There is no person to person contact. Took almost 2 weeks for an email response and they only respond once per day so dont wait for a same day response. They will keep giving you the run around to avoid sending a replacement part.

First response was it was my Wifi. No issues with my Wifi as it connected no problem.

Second response was that the Masterbuilt app had to be reinstalled and made sure it connected with Wifi. Reinstalled and followed steps. Did not fix the problem.

Third response was to send a pic showing *** address showing internet connection which it did.

Fourth response was now they wanted a video showing the issues im having which i submitted.

Fifth and final response as i am done dealing with them as that they supposedly can not view video. I made sure video was viewable before sending.

Once smoker is built you cannot return if you buy directly through Masterbuilt.

Worst Customer Service ever! I returned a product in late September (even sent them proof from *** that they had received it) and, despite weeks and months of emails to so-called Customer Service, I am STILL, as of December 15th, waiting for my refund! They aren't answering phone calls "due to COVID-19," yet other businesses have customer service reps working from home, so why can't Masterbuilt? On top of that, any email you do get is weeks in the making and as impersonal as a rock. To further complicate my refund request, they mistakenly refunded a product I had ordered AFTER returning the first one (the first cost $49.99, which I returned and requested a refund for; then I ordered a different product for $29.99 which I keptand they refunded the $29.99! After several emails from me explaining their error, finally I was emailed on Nov. 11th that they finally saw their mistake and would refund my remaining $20.00, and I should wait 7-10 business days. Now, over a month and four emails later, I still DO NOT have that refund!). Just yesterday, they emailed again saying their records show they refunded the amount, so I should contact my credit card company, which I did and, of course, the refund still has not shown up! In this computer age, what takes so long to process a request? Do they have only one customer service rep?! I used to respect this company, but no longer. BUYER BEWAREyou may fall into their customer service *** as I have!

My 3 yr old smoker's digital control panel recently died. As I had not so long ago replaced the heating element (commonly lasts 3 years-not a big deal as far as I was concerned) from an appliance parts website, I went there for the replacement panel only to learn the part isn't being made anymore. I checked Masterbuilt's parts section and it isn't even listed (at least the other place listed it but added a notation). I thought Masterbuilt would have had a link to a retrofit kit or a different parts number, but there was nothing at all about this part. Their newer models have a completely differently mounted panel with no conversion kit or schema in the event I wanted to convert it myself. I called them and got a message that said they weren't accepting calls (!) and to use the website to get what I needed. When I used their contact form on the website, I first got no response in 4 days. When I sent a second one, I got an auto-generated response stating that only customers with products still under warranty (90 days) would be helped and that I should use their website to help myself (which I had already done, with no success). There was no additional contact information provided. Three years is not old for a smoker and while I accept the terms of the warranty, I should at least be able to get parts to keep it running. I have taken excellent care of this unit, I do not leave it out in the weather, I keep it covered, and it's only used about 10 times a year. It is infuriating that this actionless company won't help their customers or support their own products enough to stock the parts.

When I first purchased this grill back in May, I was excited. I am a novice to grilling and I found this grill very easy to use. I tried several methods of smoking ribs, chicken, duck and brisket. My family was impressed with my skills I obtained over the summer smoking meats. Then in late August, problems started to surface. Despite cleaning this grill at the recommended frequency per the manufacturer instructions, the grill would consistently fault to overheat error code during startup. This required me to conduct a power off reset at least two time before the grill would light properly. When I reached out to Masterbuilt for assistance, their customer service was poor and not helpful.
Despite this issue I still enjoyed the grill. The issue that was the catalyst for me to write this review was discovered late October . I was in the process of starting a cook when I noticed some black paint flakes on the floor of the garage below the grill controller. I bent over and noticed that the grill shell paint was flaking, The shell had rusted all the way through the frame. The rust is so pervasive that the bracket which holds the heating element is no longer able to be attached to the grill. As I result, I am no longer able to use this grill in a safe manner since the heating element rests in the grease catcher which significantly increases the probability of a grease fire. When I reached out to Masterbuilt, their response was the following "Masterbuilt's warranty does not cover paint finish or rust. We suggest cleaning after each use to help prevent damage"
Now mind you I had cleaned this grill after each use as well as stored it in my garage. To me rusting out in six months is completely unacceptable. I had basic *** grills that were a fifth of the cost of this grill that I stored on my deck outside without a cover that lasted years.
I will never purchase another product from Masterbuilt.

Made an order on Masterbuilt.com on January 1. It took about 2 weeks to receive the order, which I was okay with because of COVID procedures, however, the experience since items shipped has been horrible. First, my order contained multiple items,. When I ordered I was aware of what the shipping charge was and okay with that. However, my order ended up shipping one item separate from the others (only a day apart), and I was charged shipping twice. $8 for the 3-4 items that shipped one day, and then another $8 for the one item that shipped on it's own the next day. There was no indication that I would be charged for shipping should something end up getting shipped later on due to inventory or processing. I was willing to let that go until I realized how horrible the customer service is. I ordered Jan1, received items January 15 but didn't open until January 17. My shipment was missing an item. I immediately submitted a request to Masterbuilt.com Customer Service via their website, got confirmation, but never received a response. I've been pretty lenient due to COVID, Their confirmation says that they will respond within 5 days, but no one did. I submitted another work ticket on February 1. I received a response but was basically given the, "here's how you can return stuff" email and the missing item and refund request was not acknowledged. I attempted to submit another ticket on February 13, but the form kept saying there was an error, and wouldn't allow me to. It is now February 17, and I have submitted a ticket requesting a refund for the missing item, as it is now over a month since i initially contacted them, no one has reached out, and the item is no longer needed. I love my Masterbuilt smoker, but I refuse to lose money working with this company directly, again, and advise others to buy items from another Retailer unless you're okay with someone taking money and then not responding when you have issues.

I am writing this better business complaint as I feel I didn't get the type of customer service that was needed from the problem I endured. I purchased a 230s Masterbuilt smoker from *** a little over a month ago, and use it 3 times. The first two times, the smoker worked perfectly, giving great results. The last time I used it, I was cooking a brisket, and it was working fine for the first 6 hours. After the 6th hour, when I took a break and left the propane on medium heat so I can take a quick shower, I came out to a flame that was burning in the front exterior of the smoker away from the burner area. The danger of this was this is an area that should not be burning, and there was a chance that it would have reached the propane tank.

The damage that was done to the smoker was it melted my entire control panel. This includes melting my propane regulator knob, making the regulator knob no longer functional, and the igniter itself melted, and it no longer ignited. I messaged Masterbuilt my issues, and they were able to reply back within 2 business days, which was understandable. There was some phone tag that was in play, but I don't put any blame on Masterbuilt for that.

When I was finally able to be in contact with Masterbuilt, I believe I was in contact with one of their technicians. From the conversation that they were having, they believe that the issue was due to the venturis being clogged, possibly from external causes such as spider webs. The other possibility was the propane hose being broken "aka leak". I was questionable as I was able to use the smoker 6 hours prior with no issues, but I took it as is.

I been grilling for years, especially with propane, and there are three things that I always take in consideration, and that is to assure that the inside of my grill is not too greasy, and the second is don't light the flame if I hear or smell propane leaking after my first chance of ignition. Lastly, if I smell propane after it has been lit turns it off.

When I initially set up the smoker straight from the box, I conducted a soap test to assure there was no leaking from the propane hose. There were no bubbles forming, which meant that there was no gas being release in areas that it should not. The recommendation from the customer service was to test this before every smoke. I agreed, because it is better be safe than sorry, even thought I don't believe in testing a new hose every time I use it, especially if I had less than a month. By the end of the phone call, the customer service representative said to take pictures of everything that was damaged, and they will send me warranty parts (in which they did) so I can fix it myself. At the time, I said that that was fine.

I hung up the phone, and went immediately outside to check on the smoker, and take pictures to note all the damages. I also decided to redo the soap test. I had to lay the smoker on its back to test the whole regulator hose, from the connection of the propane tank all the way to the connection on the actual smoker, I checked for clogs in the Venturi. What I notice is that there was no clogs in the venturis tube. But there was a leak in the hose where it was connected to the brass fitting in the end of the smoker. The only way to get to this and spot this issue is doing the soap test, and laying my smoker to its back, which can cause its own problem as I am putting the smoker in an unnatural stance. I noted this issue to Masterbuilt, and they said there are videos on their channel to show how I should properly check my smoker via the soap test. They also said there should be no reason for me to lay the smoker on its back. They did not send me a link, so I had to search for it my own. I found only one video that showed a tutorial on the soap test for standing smokers, but the issue is that it doesn't help me spot the leak where I found it. I noted that to Masterbuilt again that this is a worry, as the only way I can spot the leak is if I lay my smoker in its back, and I did not feel safe doing this all the time before every smoke as laying it in the back before every smoker can warrant an issue in the future by me possibly dislodging something. This is now becoming an issue of safety of use rather than fixing the smoker. I get no immediate response, so I decided to create my own video to show the issue, and why their safety precaution video was of no help to me. This video was in replication to their tutorial***, following step by step and showing on how their video doesn't work for my case on where the leak is occurring. I sent them this video, and my reply back was "Those are the only official videos we have for the soapy water test. You may be able to locate more from other thirdparty videos that may be helpful. I hope that you have a great day.". I am dissatisfied and angered by this reply because it seems they are no longer willing to help or reply to my safety concerns, or admit that there is an issue with this product. They are putting my safety concerns of this product to the side. I will never another Masterbuilt product again for my cooking needs.

I called to talk to someone a live person and can't!

Make me fill out online form that I can't even complete or send because your list of model numbers does not list my number and I don't have my purchase date.

If I was able to send the form, it could take up to 5 days to get back to me in an email. You call that good customer service I [censored]ing don't!

If I end up having to purchaser a new Smoker, I guarantee you it will not be a Masterbuilt. Not because of your product because of your customer service. I will do research on my next smokers customer service that I can talk to a live person and not all this online [censored] that can take days to get a response and hope that the response is the correct info you need!

I contacted CS about a malfunction on 5 month old unit. There has been no response in over 4 weeks after multiple attempts to contact them. The smoker was purchased on March 1. I filed a complaint on July 27th. The propane smoker flame will go out causing propane to leak. Also, the flame will come out the bottom of the unit when it does stay lit. This is a dangerous situation and prevents me from using it.. I have followed all instructions on how to register my product and file a claim but still, I have not heard from a person in over 4 weeks. The are not answering their phone claiming due to covid. The non-800 number listed here on ComplaintsBoard.com has a mailbox that is full so I cannot leave a message. They do not respond to Facebook messenger or on their Facebook page.

I purchased this product as a Christmas gift so it sat for about a week after it arrived unopened. When the box was opened it was damaged. Masterbuilt claims they will respond to customer support emails within 5 business days which has passed with no response. The phone numbers on file only result in a recording. My claim number is #*** and I would like the main hub of my grill replaced with a usable one. Due to the back being bowed and a large dent in the lid, I doesn't sit right when closed and the bottom grill racks won't even sit in the grill. I am realizing I should have read the reviews here prior to spending almost $900 on a brand new grill that sits completely unusable. I am less than thrilled with this company so far and Masterbuilt, I challenge you to change my mind about your company

COMPANY REFUSES TO CONTACT US IN ORDER TO FIX PRODUCT PROBLEM HAVE TRIED MANY TIMES TO CONTACT TO NO AVAIL CANNOT USE PRODUCT WITHOUT FIX PURCHASED 11/11 MODEL *** SERIAL *** PROBLEM DATE HAS BEEN SINCE INITIAL SETUP THE FLAME SENSOR WIRE DOES NOT WORK. HAVE DONE AS MANUAL STATED AND REASSEMBLED AND PRODUCT STILL DOESN'T WORK. HAVE REGISTERED PRODUCT AS DIRECTED AND PUT IN A REQUEST FOR HELP RECIEVED THEIR FORM LETTER STATING THEY WOULD CONTACT ME IN 5 DAYS. THEYVE MADE NO ATTEMPT TO CONTACT ME. THIS PRODUCT WAS PURCHASED WITH TIME SENSATIVE NEEDS THAT CANNOT BE MET DUE TO THEIR NEGLIGENCE. THEY ALLOW NO MANNER WITH WHICH TO SPEAK WITH A PERSON IN ORDER TO POSSIBLY EXPIDITE A RESOLUTION TO ISSUE THIS PRODUCT WAS BOUGHT HERE IN OREGON ON *** FROM THEIR DISTRIBUTOR COST WAS $220

My Smoker was damaged upon opening. I contacted Masterbuilt customer service (ticket ***) on 30Dec2019, and have yet to receive a response. My wife purchased a Masterbuilt MES 340G for me for Christmas. She bought it on sale in September, and I opened the box on 26Dec2019 after she gave it to me for Christmas. After opening it, I discovered significant scratches and dents on the inside of the unit, with one of the interior brackets being bent beyond use. I contacted Masterbuilt Customer Service on 30Dec2019, and was assigned ticket number ***. They sent a follow up email requesting pictures, to which I responded and attached pictures. I have not heard back from them since the initial email. I have sent follow up emails on 15Jan2020, 22Jan2020, 01Feb2020, 12Feb2020, and 23Feb2020. I called the customer service line on 22Jan2020 and 12Feb2020 and was sent to voicemail.

I ordered online a smoker and a grill cover, they sent me two grill covers, no smoker. On 11/30 I ordered 1 Smoke Hollow 24'' Pellet Grill in Bronze($199) and 1 Smoke Hollow 36" grill cover($19.99). The order arrived on 12/7, and I was shipped two grill covers and no smoker. I only bought 1 grill cover to go on the 1 smoker I ordered. I reached out by email immediately on 12/7, as that is the only option. They say it takes up to 5 business days. Today is the 5th day and no one has reached out to me. Order # *** I paid by card in the amount of $238.13. Very disappointing in the first place, to be shipped two measly grill covers as opposed to the actual Smoker you wanted. But now it seems it wont be here in time for christmas which is why I ordered it almost a month early.. If they would have just shipped the actual smoker like I needed, it would have been great.

I ordered a replacement part and received the wrong one - their error. There is no method of contacting them. On May 26, I ordered a replacement part (47183T-04) for my smoker for $37.98 ($29.99 plus shipping). This was the part number listed in my owners manual, and is a control panel assembly for a 3-burner gas grill side of the smoker. On June 3, I received a part from them that is a control panel for a 4-burner gas grill which will not fit my grill at all. The shipping label had the correct part # that is listed in my manual. I attempted to contact Smoke Hollow and discovered that their only phone # listed on the internet is a recording directing you to contact them via a complaint form on their website. To this date, I have completed the form twice and I have still not heard back from them. Looking for a full refund, including the shipping cost since they sent the wrong item.

Brand new smoker still doesn't work after part replacement. Can't get Masterbuilt on the phone and they won't return my emails either. Purchased a Digital Electric Smoker on 12 from ***. Model # MES145S for $299.98. Worked fine the first time it was used. After that the temperature reading has been stuck at 255 degrees even when cold. After being on hold for over an hour on the phone I gave up and called the next day. Girl on phone said it was the "power management board" and send the new part. I installed the new part and it's still stuck at 255 degrees. I've tried emailing and calling to no avail to get this smoker working. It's easier to get the IRS on the phone than Masterbuilt! I've only been able to use it once in the 2 months I've had it! It's just taking up space at my house now. Masterbuilt needs to stand behind their product and fix this or give me my $299 back!

I purchased a smoker from them and received it damaged Emailed them 18 times to resolve this Still no replacement product Purchased 11/17 as a Christmas gift. 12/29 reported damage These are all emails 1/8 case created ***. 1/10 waiting. 1/13 reported exact damage. 1/14 reported damage again.1/14 sent pictures of damage.1/15 next step?1/19 asked for responce.1/20 asked for response.1/26 was informed by them to cut the cord off and remove service tag. 1/21 confirmed ship to address2-21-21 no response 2-3 no response 2/4 ,emailed me a copy of invoice for free replacement w/ship date of 2/3. 2/4 told them the invoice stated it was black and I purchased a stainless unit .2/10 no response. The replacement unit was order ***. They have taken way too long to resolve this issue. They will not respond to emails sent directly to their customer service.

Received empty boxes. On May 5 I ordered 2 items from Masterbuilt. When those items were delivered there was nothing in the boxes. I tried calling them and got a recorded message telling me to go online and submit a support ticket which I did. After 3 days I got a reply email asking what happened. When I explained the support person informed me that they would send me the order right out, even gave me an order number. Then on 6/08 I sent an email saying I haven't received my order yet. Yesterday 6/11 I got an email stating that they are only assisting customers who are still within their warranty claim and since my unit was purchased in 2017 my case was closed. First of all my unit is only 6 months old so still within the 1 year warranty period. Secondly my order has nothing to do with warranty. I ordered and paid for an item that was not delivered. And now i can't even get a response about it.

Bought a defective charcoal grill. Horrible customer service:. Tried to call, no answer. Tried to email, no answer. I bought a charcoal grill (CG600S) from *** (Model SH19041319/Serie 03-0920) on 05/28. The are defective parts on one leg of the grill not aligning the firebox assembly holes with the holes on the leg creating an unstable grill. I have been complaning about (calling and filling the form n the website) since 06/07 ad I have received no response (3 completed forms filed and no answer from any of them). Also, the charcoal box came defective with some pieces unwelded. I had to rent a truck to buy this charcoal on *** and I am not renting a truck again to return it to the store. I want a solution for this either a replacement or a refund because I bought a product that it is suppose to work perfectly with damages or defects. What a terrible customer service they have. You buy something from them and there is no support at all. It is a shame for such a good grill but Horrible experience with this brand.

I have opened two cases since January 11 to resolve an issue but all I got was an automated response. Also, no one will answer their phone. Purchased Masterbuilt MES 30C Electric Smoker from *** in Nov. 2019. Since it was a Christmas present, we didn't use it until Jan. 2020. Meanwhile, Dec. 6, 2019 received an email from *** as quoted, "The vendor has confirmed that it is possible that a subset of these smokers has thermometers that do not work. Please note that this does not affect the performance of the smoker itself, and we have ensured that you can get a replacement part at no cost to you if you feel your smoker is affected by this issue." On Jan. 11, opened a case with Masterbuilt and got an automated response stating, "Case #: *** has been created for you. A member of our Masterbuilt Customer Support Team will respond to your case within 2 business days." Comment stated, "Message History Help. Smoker keeps tripping the GFI and we only used it once. Thermometer not accurate." Again on Jan. 21, a second case was opened. "Case #: 77828 has been created for you. A member of our Masterbuilt Customer Support Team will respond to your case within 2 business days." Comment stated, "Message History: 2nd attempt to contact and no one will answer your phone. please help." I have yet to receive a response from Masterbuilt. *** is just the seller so they offer no help in warranty issues.

Poor warranty replacement process, poor product design, and known design flaws that are not properly communicated to Customers Due to a known design flaw, Kamado Joe grills tend to break at a critical mating point in the grill's functioning. Further more, there is a known lack of direction in the user manual for how to transport the grill, where/when the design flaw becomes most apparent. As a result, it is relatively common that the Kamado Joe grill break, thus rendering the product un-useable. Kamado Joe routinely replaces these design failed products, but does so in such a way that creates undue hardship on their Customers. Instead of shipping a new product to replace the destroyed product, Kamado Joe tries to replace as few components as possible to correct the mistake. By doing so, Kamado Joe places a burden of duplicating manufacturing process on the Customer. In this specific situation, that means dealing with un-installing and then re-installing tensioned iron bands around the ceramic body of the grill - a process that is not part of the typical new product installation procedure when assembling a new Kamado Joe Grill. To top it off, Kamado Joe's communication - responsiveness, planning, clarity, etc. - is extremely poor once Customers enter into the warranty replacement process. Days pass before emails are answered, shipping notifications and arrangements are not communicated to the Customer, and the Customer is generally left stuck with managing around Kamado Joe's poor communication and planning.

Purchased a Masterbuilt Electric smoker Model#MB25075517 on 11/29. The smoker heats up but trips the circuit breaker. Contacted Masterbuilt on 4/7 and was asked to register the product, which I did despite a difficult website. After no follow-up, I reached out again on 4/15. Keith L responded on 4/20, requesting another registration. I complied and provided all requested information but noted the absence of the sales receipt. The same day, Jason W also asked for registration and photos, which I submitted. Despite my efforts since April 7th, the warranty issue remains unresolved due to poor communication from Masterbuilt. Repeated requests for registration are frustrating. Assistance during these times would be greatly appreciated.

I purchased the smoker from them less than 30 days ago and it has had serious issues. They have been unresponsive in claims or action to rectify. I have sent numerous claims/tickets for help, tried calling etc and gotten little to no response. I just bought a $386 smoker from them and every time i use it or try to its something different. First issue was an error 2 or 5 on the digital screen when trying to smoke ribs. Also when smoking the smoke comes out the front glass. Bluetooth doesn't have any range or disconnects all the time. Next and most current issue is that no matter the outlet I use my house or someone else's, cause yes I tried my neighbors house as well, it trips the GFCI or the breaker if there isn't a GFCI. Multiple welds on the racks are broken after 3 uses of light weight meat. Pretty upset with this purchase. This smoker is a fire hazard that they want me to troubleshoot. Are they going to pay for the repairs if it catches my house on fire or I get electrocuted doing their troubleshooting. The only way I was able to get a response was to blast them on social media. Then the response I got was to play electrician for them and disassemble the smoker to troubleshoot for them. Which I did to the letter and then the smoker still had the same issue and I even sent pictures to them for proof. They again did not respond after I did their job for them. All I have been asking for was to swap it out and they apparently are not capable of doing that. I purchased on 4/25 from their website. Model MES440 MB20077419 Serial: *** Claim #'s With no response to any other than tweet on Twitter:

So much for customer service being their top priority. I call because I had an issue with heating. And yes my smoker was out of warranty. Tech support said the problem was the power control board and it only was available with the external case because it was permanently mounted to it. I ordered it and about a week later received an empty metal case (without a power board) to a different smoker, not even the same size (taller than mine and narrower). I called customer service they advised they could replace it but I would have to return the part at my expense as it was their policy not to pay for return shipping. I advised them that if "I" had ordered the wrong part I would have been happy the ship it back but this was their mistake they had shipped the wrong part. I requested to speak to a supervisor and was told that the supervisor advised they would cancel the payment and I didn't have to return the part (as if I could use it anyway). Upon receiving my credit card I found that they had not reimbursed my account. I contacted them and was told they would not reimburse my account until they received the part back. I requested the send me a shipping label as it was their mistake. They declined citing corporate policy. I requested to speak to a supervisor and was was told the supervisors were busy and could not talk to me. I requested the corporate phone number and was advised they did not have it. I advised the customer service representative that I would protest the charge with the credit card company and file a complaint with the ComplaintsBoard.com but that had no effect on their stance. If I had order the wrong part I would understand their position but this was their mistake, it's a part they told me was required and its for a different smoker. I have absolutely NO USE for this part and would be happy to return it at their expense. Their website and phone tout customer service being their number one priority! Don't believe it!

Returning a product is misleading. Website says to call in. When you call in, it says to use the website. Shipping not included in return. Rude CS Background: smoker 3-4 years old. Heating element went out, or thought maybe temperature controller. Since no longer under warranty, couldnt get support to figure out which. So, purchased analog temp controller. Wasn't issue. Website says for Returns to call. When you call it tells you to use website. Finally, after jumping through hoops, got the RMA. I have to pay to ship it back, out of my own pocket. They do not provide shipping label, even though its cheaper for them. Then, 2 weeks later, I get a notification that they will refund. All except shipping cost. Then, when I look into purchasing the heating element that failed, Masterbuilt stopped making it. They still make the smoker but tell you to buy a whole new unit of this part fails. Wait, what?!?!? After waiting for the 10 business days they requested, I had to get ahold of them again. I was not refunded as they said I would be. They suddenly said that they told me it would take 3 weeks minimum to receive refund. Called them out in the lie since I have it in writing they said 7-10 business days (copied and pasted the email). Asked to speak with a person not a messaging service. Told one "is about to call". Waited, nothing. Suddenly the partial amount is deposited this morning. got a call from a "Customer Service Manager" who was completely rude, said that they would never say that I would receive a refund within 7-10 business days, and they don't pay for shipping no matter what. Great customer service. She said that I have to read the conditions on the website as they are infallable. I asked her about the RMA/Returns process as it says on the website to call in. She denied it, even when I said I can give her the exact page it's on. She said "It shouldn't be". They have NO customer service at all. She was rude, and basically told me off for pointing out their faults. Asked to speak with her manager, and was dismissed saying "yeah, she'll call you. Sure".