Masterbuilt Smokehouses Reviews
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I purchased this grill, I absolutely love the way it performs. After 2 uses, the display started to malfunction. I could not read the display. Luckily the app would still communicate with the controller. Customer service has no phone number, no one you can talk to. You have to email and wait 2 or 3 days just to get a response. After several emails and days, and multiple possible solutions by the warranty department, they decided to send me a new controller. It took 2 weeks to receive the display. We are now 3 weeks into a warranty issue.
They sent me a controller for the 800 series grill. Now I am back to square one with trying to get the correct controller. It takes days to communicate with their staff. I recommend returning the grill to the store if you have issues. I am not knocking the grill itself. I love the grill. I enjoy using it. The temperature control is almost perfect. Customer Service is despicable!!!!
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Temp probe never worked, but I went old school and never tried to reach support. Then control panel cover came off, no evidence of cause. I have and use a cover for the smoker. I just found the control panel cover on deck by the smoker one day. About a month later the smoker stopped working entirely in the middle of a 16lb brisket. Impossible to find replacement parts for this unit on the website. Without an image of your original receipt you cannot open a ticket online. I was able to open one in the mobile app (for the non working temp probe). Am told to expect response within 5 business days. Currently am midway through day 4. Purchased in April 2021. Steer clear of this vendor.
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I purchased a Masterbuilt electric smoker through Walmart.com not quite 2 years ago. We had been happy with its performance until recently. The control panel is on and the temperature shows 93. Unfortunately, I can't adjust it. I looked at the manual and it said to call customer service at 800-489-1581, but all you get there is a message telling you that all issues are handled online and would be responded to in 24 hours. So I went to the Masterbuilt website. They have a "chat" option but it's all automated, pre-ordained questions. My issue was a bit different than the options given. So I submitted a claim through their website following their instructions. I received an email back with a claim number telling me they would respond within 5 days, (different than what the phone message says). It's now been 7 days, and despite 2 followups, I've still heard NOTHING! I'd like to know if it's fixable (within reason) or if I need to move on, but all I get is CRICKETS.
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I purchased a brand new smoker on August 8th and have used it twice. The first run-in and use went well. The temperature was controlled well to a degree or two for 10 to 12 hours. Adjusting the time and temperature through the stall worked well and was uneventful. On the second use, the smoker came up to temperature quickly, but after half an hour, the temperature button would only turn the power off instead of allowing us to adjust the temperature and the unit wouldn't run. We would turn on power, press the temperature button and the unit would go dark. Turning on the power and setting the time worked fine but then pressing the temperature button would turn the unit off. We tried unplugging the power and reconnecting to perhaps "reset" but it still didn't allow us to set the temperature.
I’ve gone back to take pictures that are required for the Masterbuilt “Contact Us” page for In-Warranty issues and the unit will not turn on at all. I checked the circuit breaker and tried a different indoor outlet that I had just used and both are fine, but the smoker will not start.
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I purchased a Masterbuilt Gravity 560 smoker & grill around 7-8 months ago max.. I will be %100 honest, I've had many many issues with this product but even then I was still in love with it up until when I realized how bad of a customer service these guys have. My orders have been delayed and some have never arrived even which I did not care but they did the same thing with my warranty parts and waited until the LAST 14th day to ship the parts.
Oh I said warranty parts even though my grill is a bit older than half a year:) Do you know why? Because these grills start falling apart on the 1st or 2nd time you use.. Believe it or not, I started seeing issues on my 2nd time grilling and those issues never ended!!!! I am still struggling with a leaking oil from the bottom issue, almost all door/lid sensors already failed, the rotisserie motor I purchased also stopped working on the 3rd time I use. I am filing a small claims case today in CA to get my money back and get rid of this BBQ. I loved this BBQ and would face all the issues if there was a just a bit support from the customer service BUT customer service is falling apart as well, worse than their product. So, long story short, stay away from this brand!!!
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Purchased this smoker as a Christmas present for my father and I am very regretful I didn’t spend the extra money and buy something from a reputable company. First time using it was in the spring, temperature was about 15c here in Canada so I had low expectations of it reaching the desired temp. It did ok for a couple hours until the evening when it started to get cool out, so I unplugged it and put it away until summertime.
I just broke it out today to smoke some beef cheeks, beautiful sunny afternoon 28c weather, smoker did ok for about an hour and then I noticed it drop down to 170f (temp was set to the max, 275f). I played around with the thing for a half hour, unplugging it and plugging it back in, took the digital control off to see if anything was shorted, I did notice moisture in the control box but everything else looked ok.
I was at a standstill, I figured I’d plug it back in and if it maintained 170f I would just have to work with what I’ve got….but then again 20 minutes later the temp was reading 300f but nothing was working, opened the door and it’s the same as the ambient temperature outside. So here I am with a $300 boat anchor that I didn’t even get to use for one full smoke. After reading deeper into this company it’s nothing but problems as a result of cheaply sourced parts. Stay away from this company and buy a good quality charcoal smoker, it’ll save you the headache from this cheap junk.
Thank you for sharing your experience. We do apologize for the inconveniences this has caused. We would like to gather a bit more information to begin your claim. We will be sending over a private message for further assistance.
Received an electric Masterbuilt smoker as a gift from my kids on Father's Day 2021. Tried to use it for the first time about a month ago and it kept tripping the circuit breaker. Also the control panel plastic had fallen off the front of the smoker. Tried different extension cords and different outlets but the same thing kept happening.
Contacted customer service through digital chat, since they do not have a live person and was told that it needed a new element. I had previously registered this unit online when I received it, but they said they couldn't find an email associated with the registration. After 20 minutes of chats they said I could reorder the element but that they had discontinued making the control panel part. My question to them was if I get the element fixed how will I be able to program the unit if the control panel is inoperative. I have requested a new smoker, but I know how this will end. Please, please, if you listen to anything I've just said, do not buy from this Company. If you read the other reviews associated with this Company you should be able to tell that you're wasting your money.
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About a month ago, we drove for an hour to Bass Pro Shop to purchase a Masterbuilt Electric Smoker. The salesperson bragged about how it would get up to 400 degrees and we could bake a pie in there. It never exceeded 200 degrees so we had to drive all the way back to return it. We tried purchasing another Electric Masterbuilt Smoker near our home for a little more money to give it another try, but once again it never heated above 200 degrees so we returned it. We are having company today for the 4th of July and really wanted a smoker, so we purchased a charcoal Masterbuilt smoker for over $500 from Home Depot yesterday, it worked thru the 1st cure process, but now during the 2nd cure process, the fan turns off at 250 degrees and stops smoking! Now we have to return this smoker and will not be able to entertain our guests today the way we had planned. This company is a complete scam.
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I actually think this company is a scam. I don't know what their problem is but in 2022 in America it shouldn't take up to 14... more like 30 days to pull a part off a shelf, Box it, label it and ship it! That should be done within the 1st 48 hours of an order. I have been waiting over 3 weeks for a part to ship!! I don't know if I will get the regulator to work my broken barbecue before the summer's over. Customer service is non existent, there is no phone number that will let you speak to any human. I have emailed them for help 4 times with ZERO RESPONSE. I feel the only choice is to call my bank and report fraud. Report them to BBB and write more bad reviews, so hopefully people don't buy anything from MASTERBUILT! Their name should be MASTER**!
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I'm not asking for anything but the product I paid for, it took 15 business days (exactly 4 weeks) for someone to find a small heating element, box it up, and slap a label on it, during which time I forfeited entrance fees to two local bbq competitions because my main smoker was broke down. If it goes down again I am unlikely to purchase another Masterbuilt product simply for the fact that obtaining replacement parts takes so long. Thanks for getting the heating element shipped out.
I have a 36" electric smoker made by masterbuilt. The heating element has gone out and rather than tossing it out and spending the $2-300 on a new one I elected to order a part that the Masterbuilt website says it is in stock. What you don't find out until after you have placed your order is that you're going to have to be in communication with someone at their website every week until they ship your product. I am past the 3 week mark and my heating element still has not even been pulled off of the shelf. The only thing that customer service will tell me is that it can take up to 14 business days to ship, well today is day 13 and it hasn't moved. I will never buy another product from Masterbuilt, my experience with their support staff has been terrible, they repeat themselves as it if were completely scripted.
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Bought a Masterbuilt Electric Smoker from Lowe's in April of 2023, in the box I was shipped the wrong brackets, and the body was dented. I emailed Masterbuilt support and never got a response. After following up 3 times in that month of May, I finally got a rude response, to which they asked for me to review the manual and select the part from a "attached" manual, which they didn't attach... then told me to open another case, after asking for that again, and following up a day later that said open a new case. I've spent over a month trying to get resolution of my issue. Also worth mentioning, online support is only how Masterbuilt communicates, despite having a customer service number, which just directs you to the website. The bottom line is, if you want a mediocre smoker and poor support, I can fully vouch Masterbuilt delivers on that.
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Recently received as a gift and the control panel does not work properly and never did. They no longer have this product and say no replacement parts. Less than one year old. Buy any other brand except from this company.
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I put an incredible amount of research prior to purchasing an entry level electric smoker. Masterbuilt 30" seemed to be mentioned often in many articles and reviews. Alas, the perfect Father's Day present in June 2021. Initially, the product performed wonderfully, however after 6 batches of jerky, and a couple of briskets the seals round the door began to deteriorate. Hard to believe 185-190 degrees could do so much damage to a product built to withstand much more than that. I had high hopes for this smoker, even bought my father in law the same one.
I haven't been able to use this product in a month because the control panel suddenly stopped working and the unit would not heat. Tried several outlets, cleaning connections, even ordered a replacement control module (which took 3 weeks to arrive). Nothing. Do yourself a favor and look elsewhere if you're considering an electric smoker. You will save the anger and disgust of prepping a gorgeous brisket only to that a product you cared for and maintained for under 4 months (just outside the 90 day warranty) let you down. Give your business to a company that takes pride in their products. I should have listened to the one star reviews...
We are very sorry to hear you have experienced this issue. Masterbuilt products have a 1 year warranty. We will be sending you a private message to help begin your warranty claim.
I bought my Masterbuilt 40" smoker about 2 years ago. It is my 5th and last one. I will never buy from this company again. I usually get about 3-5 years use before either the control panel or the heating element goes bad. Their customer service was very good when I bought my first one over 10 years ago. Now, to call what they have "customer service" is a misnomer. My unit will not heat and the water pan was leaking. I went online to their website to get their number and could not find it. It said the best (and only way) to contact them is filling out their online form. I then went web hunting and found their number. I called it and got an automated message that told me the only way to contact them is to go online and fill out their form.
What kind of company thinks they are going to stay in business with this kind of business model? So, I filled out their very comprehensive online form. After I submitted it, they told me to wait 5 business days (it was 7) before I could expect them to contact me. I guess they are busy losing customers like me. Their reply was generic and not very helpful. BTW - the reply was from Kamado Joe. I thought it was spam. They own them too. Same ** "customer service". My next smoker will be a Traeger or Camp Chef. Yes, they are more expensive but my research shows they are more reliable. Have have real customer service that is good and helpful. Save yourself the trouble and do the same. Do not buy a Masterbuilt smoker.
Thank you for providing your feedback and bringing this to our attention. We are very sorry to hear you have had a negative experience. We will be sending you a private message, as we would love to make this right.
I purchased the propane/wood chip smoker online via Home Depot. Upon receipt of the product the packaging was badly damaged. Once opened it appear that the product itself was not damaged. During assembly it was discovered that the temperature gauge (stem) was cracked. Contacted the customer service by phone and was advised that I must contact them via their online site.
I did so on October 15, 2021 providing details of the issue and photos and received a confirmation that the issue was received and was provided with a reference number, Case #: **. It is now October 26, 2021 and still after 2 follow up emails I have not received a response. I have attempted twice to register the product online and both times I have received error messages stating that there is a system error and to try again. This is not what I expected from this company.
Thank you for taking the time to review our product. We are sorry to hear that you are experiencing a delay with your claim and would be happy to assist you. We will be sending a private message so we can proceed.
Updated on 10/27/2021: I have a problem with a relatively new electric MasterBuilt Smoker. I searched for a telephone number to contact customer support. I found one but when I called, the recording said that all customer support issues are now handled via their website. I got on their website, and filled out the requested information regarding my particular product and my specific issue. The response I got back is that they would get back to me within 5 business days. Really? That's not all. I got a canned response that said "we think it could be this part". So I should just order the repair part and hope that it fixes the problem. No technical support, no technical diagnosis, no circuit specifics, no nothing, NO CUSTOMER SUPPORT!
I have been fooling with this issue since October 16, 2021. What in the world would ever give a company like MasterBuilt the idea that ZERO customer support is the way to go? I would make a suggestion to anyone considering buying anything from Masterbuilt, to not only do your due diligence research on the product, but certainly research their customer support for issues that most certainly will come after the sale. MasterBuilt has NO CUSTOMER SUPPORT. ZERO, NADA ZILCH.
Original Review: I did my due diligence & researched electric smokers before I bought a MasterBuilt. I saw the negative reviews but rationalized then by thinking that mine would be the exception. I purchased it on sale on a Black Friday deal. Used it once in December, used it 3 times the next & once this year. This time I plugged the unit in, set the timer, set the temp, hit enter, popped the breaker. Tried a couple more times, same. Moved the smoker to the garage to try another set of electrical plugs, same. So a 2 year old smoker that I used max 5 times won’t perform? That’s a very poor quality product? I’ve read all the troubleshooting guides, how to replace this part & that, but that just sucks. I enjoyed it the few times I used it, but for the price I paid, the quality sucks.
Thank you for taking the time to review our smoker. We are sorry to hear the unit is not functioning as expected. We will be sending you a private message so we are able to further assist.
The worst possible customer service I have encountered. Sent an email, (because you can't call them), explain that the digital #'s on my controller on the smoker was starting to become unreadable. I got an email back about the temperature. Sent another email, got the same mumbo jumbo! Will never buy another Masterbuilt product!
Good Morning Paul,
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Updated on 09/01/2021: Masterbuilt now tells me they do not keep much parts for my electric smoker 20079015. The control panel protective cover is not available nor is the control panel assembly. So now the smoker is useless.
Original Review: Since Masterbuilt does not entertain phone calls anymore and require customers to email them for parts and questions, I have sent 2 emails already asking if a particular part is available. I have a digital electrical smoker Model 20079015. The control panel face is torn and wanted to know if it can be replaced or do I have to purchase the entire control panel assembly. Their website says they will respond in 5 business days. But its been 3 weeks. What is going on? And please do not use Covid as the excuse.
Thank you for contacting Customer Support. We are sorry to hear that you are experiencing a delay. We do recommend not submitting multiple claims or responses as this can delay our response time. We will send you a private message so we are able to further assist you.
The part was delivered and I installed it. It works, but your customer service is still horrible and I would still not recommend buy directly from you.
Bought a smoker last month, finally got it on August the 9th. Got it all assembled and the internal temp probe was not working. Let them know via chat (the only way to talk to them) it was not working. I have contacted them three more times to try to get the part. Today the 25th they gave me a tracking number for the part. The catch is the label was made today. It has not left their warehouse yet. Don't buy directly from them.
Good Morning Ian,
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I purchased Model 20050813, which is a vertical propane smoker, and I only got three full uses out of the unit before it caught fire below the burner. It's been cleaned properly, but each time thereafter I go to start it, fire erupts below it, and because of their short connection to the propane tank, I fear the fire will catch the propane tank one of these times and cause it to explode. There appears to be a defect in the burner itself, which I reported to customer service. I sent in pics and described the problem, and they basically said I don't clean it frequently enough and I would have to buy a new burner. What the heck kind of service and product guarantee is that?!?! I plan to just toss the unit and buy an electric smoker from a different Manufacturer who stands by their product. Extremely disappointed!!!
Good Afternoon Jason,
Thank you for taking the time to review our product. We are sorry to hear that you experienced this issue and we will be sending a private message so we can further assist you.
My sister owns a Masterbuilt smoker. She's had it for a number of years and it stopped working. She thought the Analog control failed. Well her smoker model (20070712) no longer exist so we can't find the part on the Masterbuilt site or a knockoff brand on another site. The issue is you can only communicate with Masterbuilt via their online support. In addition you must have registered your product which includes uploading a image of your receipt, model and serial number. Only after all of this can you then submit a "Contact Us" email. She still has the book and the smoker is at least 10 years old and there's no proof of registration. So, no registration means no email, which means no parts, which means, Lose Lose. How is it that there is no alternative for contacting a manufacturer? It appears she will have to replace the entire smoker for essentially the cord. The replacement won't be a Masterbuilt or their other product the Kamado Joe.
Good Morning Hillary,
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I ordered the electric smoker. It came damaged. There is a gash/dent on the side..Very unsightly. I contacted Masterbuilt and was emailed that the damage would not affect the performance. They will not replace it. I did not get an owner's manual..They refuse to send one. I emailed them I am very unhappy with the quality of service. I have a damaged smoker and no owner's manual. I regret this purchase and will tell friends and family not to use or buy Masterbuilt.
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I received the 230s for my birthday on 5/9/21. I unboxed it all and all the parts were there except for the temp gauge. I contacted support and was given a 1 month wait on the gauge. Case **. Still no gauge smoker. Unusable.
Thank you for sharing your feedback. We are sorry to hear this unit was missing the temperature gauge. We will be private messaging you for more information to further investigate.
I bought a Cabellas Masterbuilt electric smoker model 20071115 in September of 2019, to replace my last Masterbuilt Smoker I had for over 15 years. I have not used it much because I was at my lake house most of 2020 and winters in Chicago prevent usage during several of those months. I liked this smoker, so I bought the same one around June of 2020 for the lake house. On June 10, 2021, the one I bought in 2019 quit working - it needs a new controller. Masterbuilt discontinued this model and does not make parts for it - on a model I bought last year at Cabellas.
Customer service told me to look for the part online and it's not available. When I responded to their email with that information, they quit communicating with me. Based on them not supporting their products and other reviews about customer service stopping the communication, my next smoker will not be a Masterbuilt. I will make sure my friends and family get my reviews as well. I will also be contacting Cabellas to let them know they are buying from a vendor that does not support their products with their name on it. It reflects on if I will buy other products from Cabellas.
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This item worked ok at first then failed to generate sufficient heat to cook things in the expected time. Won't hold or recover heat, won't generate much smoke unless the temp setting is maxed out. I probably used it less than a dozen times before I noticed that it was failing. Performance just decreased until it's now nearly useless. It was a gift so I have no registration data and feel like I am just being ignored. I have made two requests for assistance and hear nothing.
Thank you for taking the time to review our product. We are sorry to hear that you are experiencing a delay in your support ticket. We will be sending you a private message so we can further assist you.
I bought my MB Electric Smokehouse about 7 yrs. ago. The wood chip tray finally failed. I ordered a new one and it didn’t fit. Sent it back and it took weeks to get a refund. Paid shipping twice! Customer service never even offered to send the correct part. Shouldn’t have had to pay for shipping the wrong part. Can no longer recommend Masterbuilt.
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Bought the MWG600B in May of 2019, and it has worked well for about a year. I started it up the other day and was not getting pellets in the fire box. After investigating I found that the plate that prevents the auger motor from spinning had a weld on the side that had failed and had bent down over time I am assuming. This caused the wire to wrap around the motor, and was severed. I truly don’t understand why the motor would not be anchored more securely to prevent this. I have a cover for the grill and it is stored in my garage, so weather was not the cause of the failed weld.
Thank you for taking the time to review our product. We are sorry to hear that you are experiencing this issue and we would be happy to assist in troubleshooting this further. We will send a private message so we are able to proceed on your claim.
I placed an order for a Gravity Series 560 Digital Charcoal Grill on March 23rd. After placing the order, I received a message to track the shipping on the shop app. I have been checking this for 3 days and I have no updates. I sent an email that I got from the site. That produced a auto reply that the address is no longer monitored. It recommended another email address. So far, no reply. A number is listed on the website. I called it and the recorded message just says to go to the website and then disconnects.
I have an event coming up that I need a grill for. I am in a situation that I do not know if I will have the grill and I cannot talk to someone to cancel the order. After I found this site and found the reviews being less than great, I am worried that I have been taken for my money. I can see that based on the other reviews that they will state they are sorry and private message me. I know in the review process, I do not have the ability to give updates on the status of my situation. We will see if this pans out.
Thank you for taking the time to review our product. We are sorry to hear that you are experiencing a delay in your order. We will be sending a private message so we are able to further assist you.
The smoker just started tripping circuits, only support is online. Reach online support and they say to buy a new heating element. Did so, installed it and problem persists, re-engage support (via email only) and let them know it didn't work. Their response was, "Ok you need another part which we don't make anymore." When I responded with questions on why I was told to buy a part (+ shipping costs) they stop responding. There are other products which probably have a better lasting product with much better support out there, stay away from Masterbuilt unless you want to have the largest useless deck ornament in your neighborhood.
Thank you for taking the time to review our product. We are sorry to hear that the unit is not functioning as expected. We will be sending a private message so we are able to further assist you.
I submitted a question online about whether an available part would fit my smoker. Included all information requested and included 2 pictures of old part. Got an automatic generated email with a case # that said they would respond in 5 business days. After 10 days NOTHING, NO RESPONSE. I called their customer service number and got a recording that all support is done online. Worst service ever. It was a simple fitment question, how can they take 2 weeks to answer a simple question. Very Bad.
Thank you for taking the time to review our product and customer service. We are sorry to hear that you are experiencing a delay in your current claim. We will be sending a private message so we are able to provide you with a resolution.
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