Masterbuilt Smokehouses Reviews

I used this product one time and then after that it did not work. I called the company and they gave me the runaround being that I was retired. I had time for the runaround. They ended up sending me a bunch of harnesses and wires. And that's all they could do for me and I didn't put the thing together so I don't know how to put it together. So basically they just took my six hundred dollars.

Bought this grill and it stopped working many times! They sent me a part and it stopped working again. Using reynolds wrap pieces to help the wiring connect. Cannot get in touch with them. The control panel now doesn’t work. I have never spent this much money on a grill and it is the worst working one ever. You have to leave a message for customer service (who doesn’t have a call center??), who never calls back. It’s a guess on what part doesn’t work when the whole thing doesn’t work. I was really hopeful and excited about this but it’s been an off and on struggle from the beginning and wish I would have returned it during the return period. If I could I would ship it back to them.

Purchased one of these units 7-8 months ago. Originally I was very pleased, it was really simple to use and did a great job. It is completely nonfunctional at this time. Tried using the Masterbuilt app, unit completely shut down. The control unit and the fan have both stopped working. Unit has been well maintained, covered and stored out of the weather. I have followed all directions for care and maintenance. I will be purchasing a more reliable grilling appliance in the future.

Received phone call from customer support soon as office opened up 1/3/2024. Warranty parts shipping next week.

Have tried to get in contact with Masterbuilt multiple times with no luck at all. Have also yet to receive an estimated time of arrival for the products I purchased/has been a week now since I ordered the first one. On the website, it claims to contact them if we as customers have yet to receive a tracking number. Has been over five days and I’ve done as told which is to contact you all with once again no response. Anyway to resolve this would be helpful.

I lierally hate this grill. It has never connected with Bluetooth from day 1 and their customer service department sucks!!! They email you a bunch of crap that don't work instead of picking up the phone and calling. They know they've put out a failure. I'm no longer a Masterbuilt customer after 40 years. This grill is too expensive to have all these troubles. You will regret buying it if you do.

The company did reach out after I left a negative review of their practices on Facebook. The issue has now been resolved.

You call the customer service number and it tells you to go on line to the chat option but when you get on the website there is no chat option, even though it's within the hours the fake customer service line gave you. You go to fill out the very lengthy request for assistance and no matter how many times you feel it out correctly and hit submit, every single time even if you fill in every single field it says you left something out and will not accept your request. Not to mention, they want your exact date of purchase which very people probably know, I did but it did not ever allow me to submit anything. Any company that doesn't believe in customer support shouldn't bother to go into business!

I bought some replacement parts on their website on July 8. It took forever to ship. It finally shipped on Aug 19. I received my package and they are the wrong parts. I tried e-mail, their bot chat on the website. I never was able to actually speak to a person. Finally, got a case worker to e-mail back and make a replacement on Sep 8. It is now Sep 25 and my replacements have not shipped. I will avoid this company and their product in the future, I suggest you do the same.

Updated on 09/22/2023: I placed an order August 10th 2023. Still waiting for shipping date of my parts. No customer service. MANY BOT CHATS, MANY EMAILS saying they will contact me within 24 hours. SO FAR NOTHING. My previous review states "resolution in progress" although NO ONE HAS CONTACTED ME. The only "in progress" was the SAME EMAIL that I've received countless times saying someone will contact me. What a scam!

I have purchased my Masterbuilt Gravity Feed 1050 a month ago. Have been having issues with the temperature control and wi-fi/Bluetooth connection. I have tried reaching out with several different attempts with no reply. I have tried restarting the controller, restarting the app, as well my cellphone. Nothing. They offer NO Support for the weekend (crazy right, I guess they expect no one to be grilling them). OHH, they will try and reach you (If they deem it necessary) not like you have food going to crap. Hey who cares. But they will call during regular business hours (I guess they think no Works). It's been a good while. If I don't hear from them soon. I will return it. Having a good or decent product is great. But if you can't or will not support it. Then just sell it.

Masterbuilt has reached out to me to resolve my issues I have with my electric smoker. I will try their recommendations and see if it helps.

I purchased a smoker in January 2022 and of course living in upstate New York I could not really use it because of the weather until May of that year. I would assume we used the smoker a total of eight or 10 times that summer before putting it away in September for the year. Upon getting it out this year in May it would not fire up. I tried and tried to reset it but to no avail. I tried contacting customer service and after many attempts was never able to get somebody on the telephone, it appears that they don’t ever talk to people on a telephone. I find that ironic because I had an issue with Amazon which has over 600 million account holders and I got through to customer service in five minutes but that is another story.

I love my Masterbuilt Smoker. The fact that it needs a few replacement parts after a few years of heavy use doesn't bother me at all. Ordered a new heating element and wood chip housing unit 18 days ago. I've sent several inquiries to Masterbuilt hoping to get information regarding my order. I check their 3rd party shipping tracker (Shop) daily and there are no updates. I suppose we have all gotten spoiled by the shipping efficiency of companies like Amazon, but this is just bad service.

This company provides no method to talk to a human being. They say they have an online chat, but there isn't one on their website. They say they will get back to you within 24 hours, but when you submit a service request, you get an email saying it will take 5 days. Then if your product is out of warranty, they won't even give you the courtesy of a personal email, but a form letter saying "Screw you, we're closing your request and there's nothing we can do for you, not even offer advice on how to get your smoker apart to fix it." I've never been treated so horribly by any company in my life and I will definitely NEVER purchase anything from these people again. I hope they go out of business.

My wife bought me this smoker for father's day. The Grill showed up damaged and we started a claim. We have already contacted them once to see when the new part will even ship and all we got was "the part is in stock, but shipping is behind". It has now been a MONTH and all I have is a grill in pieces in my garage. I have tried to chat them and you get nowhere. I don't know if I have ever ran into a business that is sooooo difficult to get a hold of, nor one that treats their customers so poorly. They do not provide any sort of customer services. I would never buy a grill from these people.

Paid $650 for a mound of nonusable scrap metal. Missing two gaskets. No customer service line, only a web page not monitored. They don't even list the Costco model number, so you can't advance past it to send the inquiry. Their chat is a chatbot. It too is worthless saying "someone will get back to me in 10 minutes." It's been hours, second day trying to send queries, request support. Finally got an email saying "we'll get back to you in 5 days." Are you kidding me? I need have a non functional smoker, missing parts over the biggest smoking weekend of the year, Father's Day/Juneteenth...and I can't even talk to a human for another week? Their chat stinks, email stinks, web page stinks...zero customer contact.

Parts department is slow. I'm waiting for circuit board for my digital smoker and no response if it's in stock or if it shipped. I asked customer support why my smoker randomly shuts off and they covered every part that could go bad and not a specific answer. I have two Masterbuilt smokers and both have had problems very early on. My next one won't be a Masterbulit.

Damaged during shipping, company can only respond to ask for more information and when provided simply stop responding. Hoping I can correct the damage to make it functional but am not certain it can be saved.

My wife bought me a Masterbuilt Electric Smoker for Christmas. When I pulled it out of the box, it was damaged on the door and on the bottom of the unit, large dents. I contacted Customer Service via their website. They have no phone numbers available to talk to someone. The only number I found referred me to the website. I registered the product and filed a claim.

My smoker is throwing an error code. I contacted support and told them the smoker is no longer under warranty but I wanted to know if they had information regarding the code. Got a generic email that had absolutely nothing to do with the error code and they closed the case. Customer service? Time for a Traeger I guess.

The smoker for the price is easy to use and works quite well. However, the website when something goes out doesn't list all the models making parts hard to identify. Apparently, you are going to need this as few don't have a failure within the first couple of years.

The company sent me the items to fix the issues myself.

I will be absolutely frank, I do like Masterbuilt, however there is one major deal breaker! That is if you have a problem, good luck getting in contact with Masterbuilt. You have to send an e-mail with photos and wait five business days to get a return phone call and you'll be lucky if that happens. I do not like companies that sell a product with minimal customer support! You worked your tail off you want to come home and smoke a brisket or pork butt enjoy life! You spend a lot of money on this stuff only to find out if you have a problem your number 10 or 11 or 15 or 20 for that matter, point being you're last. They're not worried about you. They already have your money. Very disappointed, very disappointed.

I followed their troubleshooting in the manual and determined that the controller is faulty. Once I created an online warranty support issue, I was contacted by email and asked to do some additional troubleshooting. Based on my response, it was still pointing to a faulty controller. However, the support person or bot decided to send me a new switch for the lid, which will not fix the controller issue. Next they asked me to disconnect the fan from the controller and then determined it was the wiring harness. Nonsense. When I brought this to their attention, they then stated that they asked me to directly connect the fan to the controller. It is clear in their email thread that they never asked me to do this. They then stated that they will contact management and get back to me. Even if you buy the parts out of warranty, I takes several weeks for them to process your order. Worst customer service. I would recommend buying another product.

I had a problem with a new Gravity Series 800 Smoker/Grill and customer service emailed me to ask what time to call and then did. They sent me replacement parts and did so happily. Very Happy with the service and the Grill quality.

I hope you never, ever need service on this product. I had a Masterbuilt 20070311, and it was a generally good experience. Over 10 years of use a couple times a year, some parts deteriorated from age and use. It finally failed in September 2022, I decided to replace it with a similar model and bought the MB20070421. I can't begin to express my frustration with this product and the service around it. It was purchased Sep 22, 2022. First used a few weeks later with no problem. Again for a Thanksgiving turkey. On December 9 it was loaded with 6 large fillets of salmon and steelhead for a company Christmas party (close to $100 of fish). All started as usual, checking the chip level every 30-45 minutes. At about the 2 hour mark I went to check the chips and find the unit cold. It was 40F that day and the smoker was at 45F and falling.

I purchased the gravity series 800 series mid September through the Masterbuilt website and received it Oct. 10. The main body and lid had some pretty obvious dents in them where there was no way I could accept that for the amount of money I paid. After a few back and forth emails of needing to verify all this information that I did indeed buy the product, I was told a replacement body/lid would be arriving in the upcoming weeks. 2 weeks later I sent an email to verify it was on its way and then I was told the order is still being processed. Really? It hasn’t even been sent out yet?

Purchased this unit in May/22. Lasted less than 5 months and the electronics crapped out. Tried to call for customer support and there are NO humans for support. Customers have to deal with bots that inform us we Must be electrical engineers with extensive testing equipment to track down the faulty components on our own.

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.