Masterbuilt Smokehouses Reviews

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.

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.

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 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.

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.

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.

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.

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**!

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.

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.

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.

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 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.

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.

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!

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!

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.

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.

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!!!

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.

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.

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.

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.

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.

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.

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.

I have used the smoker for less than ten times since I 2014. was trying to use it this Easter preheating the smoker. The temp would not stay at 225. The temp got up to 249. I went online and Masterbuilt had good report and on Monday I tried to get parts and you can not call on the parts. Online sucks. I have been unable to get parts for this smoker and I will buy any other Masterbuilt products.

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.

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.

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.

Wow, Martin and William, I am going through the exact same thing. I purchased my Gravity Feed 560 in 12/2020 and got a cover to with it. After the first night I used it, I waited until the grill was cold to the touch and slipped the cover on. I knew there were likely embers left in the hopper, but that is the way this grill works so I didn't think much about it.. When I woke up the next morning the cover was burned/melted into the heat shields of the hopper. After looking at my brand new $500 grill I discovered the cause. Apparently, I was a little rough when adjusting the cover, and I had popped both the latches on the clean-out and the hopper lid letting oxygen back into the hopper and burning the remainder of the hopper (about three-quarters) of high-grade lump coal to burn in a very efficient and very hot way, leaving my grill unusable.

My smoker has an issue with tripping my ground fault when turned on. Used the smoker for almost 2 years and this started happening. Went to call support, could only do it online. I then had to register the smoker which I did but they required a picture of the receipt. All I want is a response from support and find out what needs to be replaced. The worst support experience ever.

This is my 2nd Masterbuilt smoker, the first lasting about 7 years. I got this as a bday present and I didn’t open it right away. Fast forward 6 months later I figured I better try it. The first smoke with some salmon was fine. The next smoke was with a bigger batch of meat and we never even finished it. My smoker shut down with an error message after 22 hours of smoking and ruining my beef. I googled the error message and it came up that it was too cold outside. It wasn’t. All the meat had to dumped since it never got a good internal temp.

My new grill was missing hardware, I have reached out to them and it took two weeks to get back to me, they needed more info which I sent back to the email that they sent me, and now I just received an email saying they don’t check that email and they want me to fill out another claim. 4 emails and still nothing. I just want the hardware that should have been with the grill. Terrible service.

Purchased Gravity Feed 560 last December. Upon assembly a couple weeks ago I discovered my wiring assembly on the BBQ does not match what is in the assembly guide indicated. Guide is very unclear to begin with. Tried calling customer service weeks ago just to discover that they can not and/or will not accept calls for assistance but in fact direct you to their website. There, they force you to upload everything from receipts to photos of the serial number and anything to make it difficult to get them to even email you. Received 2 verifications that work tickets have been started but after 2 weeks...not a word. Without proper wiring my BBQ is useless. Can't even fire it up to season. It's totally non-operation and worse yet I gave my old BBQ to my neighbor so no BBQ or smoking meats for me. What a waste of $500. My advice...stay clear of Masterbuilt products.

Updated on 01/27/2021: Still haven’t received any contact from customer service. My ticket number is **. I thought I should have received at least an email from someone acknowledging that there was a problem. Did Masterbuilt even respond to my original post on here?

Masterbuilt 40” electric smoker worked great for 6 months. Now it won’t heat up. I ordered the Masterbuilt replacement element but still doesn’t work. Problem must be inside the sealed cabinet. We opened a case on the Masterbuilt website but have heard nothing. Really disappointed in the workmanship.

Digital controller just clicked after about 2 years. Wrote customer service to ideas- no response. Ended up ordering replacement based on Masterbuilt parts website and choosing compatible controller based on model. Plugs did not match despite part listed as proper. Wrote customer service- received acknowledgement and promise to get back to me- no response. Sent follow up email to customer service- no response.

I received my Masterbuilt smoker as a Christmas present from my daughter and son in law. The smoker arrived damaged. The door has a large dent in it. The box had a small hole in it that was completely unnoticeable until I saw that the stainless was damaged on the door of the smoker. I attempted to contact masterbuilt via the support number on the box. Boy was that a joke. Live support no longer exist at masterbuilt. And that is not an exaggeration. ONLINE SUPPORT ONLY!!!! And that "only" works if you have fully, completely, and correctly registered your product online at the website. To include uploaded photos of the purchase receipt, model number, and serial number of the product. How in the Hell do you get the receipt for a Christmas gift in almost any situation let alone my situation.

Masterbuilt has simply stopped providing any warranty or customer assistance. I purchased a smoker in October 2020 and after just one use the finish started melting. After 8 uses it's now a gooey black mess. Months ago I submitted an online request for support and have received no reply. Both listed phone numbers for the company provide no assistance. I've called multiple times. One says the mailbox is full and the second provides an announcement that warranty/customer service is exclusively available only online. It's simply not possible to contact the company to get any resolution. Avoid purchases from Masterbuilt.

The first problem is the digital display (in blue) is so dim it can only be read in total darkness. I did like this WHEN IT WORKED. Now after one year the bluetooth will not connect (it did before) and the controller will not allow me to set the cook time. To top it all off their website and customer service are totally worthless when you have a problem. To reach customer service you have to submit an online form that requires you to enter the model number and serial number. Their site will not recognize my model number and the serial number is NOT readable as stamped. They also require a purchase date and photo of the purchase receipt. Since I received this as a gift I do not have either one. No phone number is provided to make contact.

I received a pellet grill at the beginning of December from manufacturer's website. It arrived with multiple spots of damage. Dents all over, broken screw holding door on, bent panel covering electronics on pellet box. Submitted claim online same day I received the grill, and here we are almost a month later and still have heard nothing. If I knew this is how the customer service was, I would have never purchased this grill and I definitely will not be purchasing anything from this company ever again.

Masterbuilt contacted me and sent the replacement chip tray at no charge. They answered my questions about the availability of replacement parts and were helpful. Based on this, I would revise my statement about avoiding their products and now again consider myself a satisfied customer. Thank you.

I have placed an order December 7 for an analog electric smoker. I message the company and no response. This was supposed to be a Christmas gift! Most companies you get a tracking shipment method and estimated arrival dates.

On 11/20/20 I purchased a Smoker/MES 440 from the Masterbuilt website, it arrived extremely damaged. I have attempted to contact Masterbuilt by filing a case through the website, sent multiple emails and have yet to hear a response from Masterbuilt. I am just looking for a resolution, either refund or replace the smoker. I have sent supporting documentation (photos) of the damage smoker. I am frustrated that Masterbuilt/Customer Service has failed to connect with me on a resolution.

I purchased 2 different Masterbuilt vertical smokes. The 3rd time I used one unit, it stopped working completely. Replacement parts must be purchased but are backordered until January. No one answers phones and the website does not offer much assistance or parts prices. The body of these units are well constructed and functions well but the electric control panel is absolute trash. This product should not be purchased!

Updated on 12/16/2020: Masterbuilt says they considered the matter closed but didn’t address the problem I had. I explained I ordered a part and it’s the incorrect part and their resolution is that I go onto their website and order the parts. I need someone to get in actual contact with me so that I can return the incorrect part that I paid for and ordered with the correct part. How is this company still in business????

I received the electric smoker in August 2020 as a gift. The first time we tried to use the smoker it kept tripping the GFI outlets. After jumping through numerous hoops just trying to reach customer service someone finally reached out to open a claim. Masterbuilt Support Case # **. I was told on multiple occasions that a replacement part would be shipped. I tried confirming this and I was told once again it would ship at the end of October. I never received the part or confirmation it shipped as I was promised and when I inquired I was told by the customer service rep that the part would arrive in late October and I would receive a notification when it shipped to me and then the Representative told me to NOT TO REPLY TO HER EMAIL ANY LONGER and that if I needed anything else I would have to open another claim. WHAT!? You never rectified the first claim. You have not even done what you said you would by shipping a new part for the defective part.

I would NOT recommend Masterbuilt smokers to anyone. I have had 3 of them and WHEN they work they are good. 2 of mine the Electric Controls went out in a VERY short time leaving them useless, When the main control unit you can NOT USE IT. DISAPPOINTED. I know 3 other people that have had the SAME problem... When I contacted Masterbuilt company they told me I would just have to replace the main control unit at my expense... The Worst Customer Service...

On 9/19/2020 I purchased the MES130. On the same day I ordered two Items Broiler Pan 30" #310239244, Cost $24.00 and S&H $24.99 Plus Disposable Pans 30" $14.99 Plus S&H $24.99. As of today 11/28/2020 Nothing! I have called and Emailed this company for over 2 months at least 3 times a month with never a response. The worst customer service. This was purchased from my local Home Depot which they tried to help but they never received a return call or email from Masterbuild. My best advice I can give don't waste your time or money on this fly by night company.

I ordered a vertical smoker. Opened it to assemble and the Interior cabinet was damaged with broken bolts. The exterior was fine so this was obviously a quality control issue and not a shipping issue. Even worse, I can’t call to speak to anyone. I need the entire cabinet replaced and concerned because they state on the website customers are responsible for return shipping! Not fair practice when you ship defective products. On the support portal I have to wait up to 5 days to hear anything back. Why so long? I purchased a gravity series smoker and when I needed support on an error code for that it took every bit of 5 days to respond. Not helpful considering you’re cooking and using the grill! I am angry at myself for giving them a second chance.

I'm in my fourth week of trying to get my brand new Masterbuilt smoker to work out of the box. You might ask, "Since Masterbuilt sold you trash, why don't you return it?" Good question. I bought this smoker on sale on Fathers Day at Lowe's. I thought I could pick up a good deal on a new hobby, but I was too busy to open the box until after the retailer's return period. I wasn't worried, because it's a brand new, made in the USA product, right? Wrong. It has never turned on. I've been all over every DIY chat board I can find and tried everything they recommended. Masterbuilt won't answer the phone at all. The website said I had to register the product to get customer support, which I did. But then, there is no obvious way to email support or support a ticket. When I finally figured it out, they asked me what type of cleaning products I'd been using, what temperatures I'd operated it in, and to try unplugging the power supply.

On September 4th, 2020 I'm reading the manual and I could not find a troubleshooting procedure to get the smoker running again at the time we needed it at this moment. The unit was used twice, always garaged, kept out of the elements until used outside on two nice days. During a cook not even half way to completion the unit stopped working, no heat from the element no display on the digital control panel and no help from customer service. We were having a family party serving ribs, chicken, sausages and roasts in which all this meat had to be evacuated from the unit and finished inside in our home oven which created a big inconvenience in preparing the food in time for the gathering minus the smoky flavor.

We bought a smoker at the store, noticed 1 of the handles was broken. Ordered 1 online-they sent an Allen wrench. Didn't have a valid phone number and when we emailed, an auto generated response said email address for customer support wasn't monitored.

I got my smoker about a year ago. Used it about 4 times. Now it shows an error code and will not work at all. I have been trying to contact customer service due to the virus. Can't get any help. I didn't know you can get the virus on the phone. I guess I will have to junk this one! I will not buy anything with Masterbuilt on it again. And my smoker has never been outside. I have it in my shop with fans to vent the smoke.

Last weekend my smoker just stopped working. When I turn it on I get an a code and then it shuts off. I had 8lbs of chicken wings I was to cook for a party that I was unable to cook, which inevitably had to be thrown away. I email Masterbuilt, because well that's the only option given to me. I received a automated response saying that I would hear back within 5 business days. I am now on business day 10, and still no response and still no use of my Masterbuilt. I have only had this product for 3 months. I am so upset and disappointed that I cannot get anyone to help me whatsoever. No one can tell me why these codes are popping up, even their app was rated poorly!

I used the smoker one time and on the second use the control panel no longer worked. I figured out the power cord transformer was bad and it needed to be replaced. Their website does not list a phone number. You only can contact by Masterbuilt email. They promise to contact you in 3-5 business day. I sent in a warranty request on 9/6, it is now 9/24 and now response past the auto response on 9/6. I can't use my brand new $900 grill and no response from the company. I would not buy from them again. I hope I get my grill to work.

I bought the Smoker (Serial FY111952) on May 24, 2020. Within 2 months:

In June of 2020 I ordered 2-replacement burner tubes for my Smokehouse smoker. When I received them they were wrong and would not work on my smoker. I contacted customer service the next day. Never heard back until late July a month later. The rep. Stated he placed an order for the correct parts. When I received it, I opened it just to find a door handle when I had ordered 2- burner tubes. I reboxed the two wrong burner tubes and the door handle and sent them back. It has now been around 2 weeks and have not heard back from them. They got my money this time. But I will never buy anything from them again.

We used the smoker one time and it never got over 200 degrees and since then it does not heat up over 150 degrees. At this time MasterBuilt call center closed and when you send an email it states they will answer within 5 business day. It has been over two weeks and there has not been any correspondence. I would be okay even if it was an email stating that they are behind and will get back to me in 4-6 weeks. We were so excited to use it and now it is just a decoration until we can get the parts to fix it.

I purchased the Masterbuilt Electric smoker in 2019, the day before Thanksgiving, to smoke a small turkey. It worked out OK but I noticed that the temperature kept going way up. NOTHING that I have cooked since then has been as it should be, the gauge is electric digital, and you cannot tell what number it’s showing! Please spare me about cleaning the gauge. That’s is not the problem. Masterbuilt is not paying attention to their consumers, selling us trash. So anyone reading this, if you are thinking about buying a smoker from this Masterbuilt? I am going to honestly say don’t do it, they do not respect or honor our money, because if they did they would not have so many people on here saying the same thing about their smokers not working. I see through your “I’m sorry and” just lies.

My wife purchased the John McLemore Signature Series Electric Smoker, model # MB25075517 for me on 11/28/2019. On July 30, 2020 (product is less than 1 year old and under warranty), the top hinge of the smoker door broke, looks like a weak weld. Masterbuilt's customer service phone number instructs you to use their website, so I attempt to register my smoker online but my smoker does not have a serial number plate (should be on the inside of the door). Afterwards I open a support care, receive the automated reply and wait 5 business days.

While I was unhappy with the initial lack of response, Masterbuilt made things right in the end. I was sent replacement parts but they came damaged in shipping and missing a couple components. When I informed Masterbuilt, they had me dispose of the unit and just up and sent me an entirely new unit that is working beautifully. In addition, they also sent me a care package for my troubles during this whole process. I know that they lost money trying to honor the warranty at this point, and they still persisted in working with me until I was satisfied with the outcome. Thank you Masterbuilt.

I purchased an electric Masterbuilt smoker in June. Model #MB25071217. I used it twice and it worked great. The 3rd time I started to use it I got alarms/errors. Have submitted two claims to warranty and received no response. After reading several forums on the internet I believe the issue is the control module. They are available to buy online but Masterbuilt should replace under warranty.

I used the smoker once and the second time tried to use for a party and it wouldn't fire up. After months of back and forth I was sent the new part and it was installed. The unit seemed to be working. Another party and fired up the smoker, but this time the unit would not set to a temp. I had the unit set to 230 and the temp just kept rising. After some time a new temp gauge for inside the unit was sent. Installed that and it still just keeps heating up and just keeps getting hotter. Waiting to see what happens with this time with customer support. I will update.

My 3 yr old electric smoker experienced a failure with the digital control panel. Upon research, I found this to be a common issue but easy replacement. However, in going to several parts supply sites, I learned this part is discontinued. I then went to the parts section of Masterbuilt's website and the part is not available there either. There is also no explanation or suggestion of a retro-fit panel, nor was I able to find a hack in searching the internet. This makes my unit unusable, and essentially, very expensive garbage.

I received the part on Friday. Thank you for resolving this. However, a customer never should have to go through the obstacle course you have created to get satisfied. The CSI manager of your company still needs to be replaced, he is crushing your reputation. Due to your "finding the part" and sending it, I will upgrade your score, but only as much as I can. This experience as well as other people has certainly not been good.

I purchased the MES 440S Digital Electric Smoker directly from Masterbuilt in October 2019. The product arrived with a couple of small dents, but the damage was only cosmetic. I've used the smoker 6 times to smoke pork and brisket. The first 5 smokes were great and I loved the product. However, on the 6th smoke, the smoker kept kicking off the electric breaker.

I received a Masterbuilt smoker as a gift, it worked for a while then died. Not serviceable so had to purchase a new box, used it maybe 10 times and same thing happened, went to plug it in and it blows the GFI. It’s a piece of junk and customer service doesn’t exist. Do not buy one unless you plan on using it a few times and then putting it in the trash.

I purchased the under $300 pellet smoker as my husband's father's day/birthday gift. We used it once and right away we had no control over the heat or smoke output; error code 3. We referred to the manual, with no luck. I registered my unit, submitted a support request and now it is 8 business days later and still no response. I understand we are in the middle of a pandemic but plenty of other companies are still able to provide customer service remotely. After hearing that so many others have had issues with the same part, I really wished I found this site before purchasing. Will never buy one of these again.

I purchased a vertical propane smoker June 15, 2019, registered it the same day with a confirmation email. It worked great. One month later, it caught on fire. I had been smoking all day long and checking my liquid. Upon my last 20 minutes, it most likely ran dry. This damaged the dial and ignition assembly. I submitted a ticket through the online system and received a reply email. After eventually speaking to them on the phone, I needed to be in front of the unit, but my work hours and theirs conflicted and it took some time to be able to work out the timing. When I did eventually get in front, a few times, it would just ring after being put through support. I've sent multiple reply emails only to have them all returned.

If you purchased a Masterbuilt electric smoker you will eventually be dissatisfied. The control panel has created issues for many people and there is no replacement part. How is this possible? My thought is the control panel was not engineered correctly and Masterbuilt wants no part of continuing to produce it. By the way, good luck talking to a person in customer service.

Thought I was purchasing a fair quality smoker. Granted it is in the $300.00 range, so I was expecting a fair unit. Used the unit 3 maybe 4 times, unit quit operating, controls worked but not the element. After removing the back panel for access, I found the upper limit control had failed. No insulation, no heat resistant wiring to protect switch from heat. Found replacement switch, repaired!! Unit work 3 more times and failed again, this time, the controls would not work. Pulled all the controls out except limit switch, now the unit works. For 10 cents worth of insulation and properly protected wires these issues would have been avoided. Customer service at Masterbuilt might as well be non-existent. Would never buy again, would never recommend anyone to buy Masterbuilt products.

My unit (20075315) has stopped working. I purchased it in January 2019 and it's already failed. I have tried reaching out to the company and they have not responded. The temperature probe keeps saying 310. The unit itself if giving me temps all over the place. There is NO TECH SUPPORT to help get me through this problem. I have used this unit only 12 times!! For the money I spent it is a totally BUST. They should be accommodating to their customers and help them through technical issues.

My wife bought me a Masterbuilt pellet grill as surprise for me. Well let me tell you the only surprise I got is how this company remains in business. I cooked on this grill three times and it quit working. The igniter would not glow anymore. I tried contacting customer service which was about impossible. I finally found the online customer service page. It immediately gave me a claim number and said a customer service representative would contact me. That never happened. After many attempts at calling the customer service department I finally got a hold of someone. They sent me out a new igniter but it still didn't work. I went through the whole process again and got in touch with them again.

I’ve had this unit for over one year but I’ve only used it three or four times. The smoked food that I created on the unit was very good except on the last brisket. When the brisket was at 200° the smoker decided to become a jet airplane and take the temperature up to 450. Luckily at that temperature I was able to save the brisket and it turned out very nice. Every time I start the smoker now it goes up to 450 with no way to keep the temp down. I would not purchase from this company again.

My fan quit working in my grill. Tried to contact Masterbuilt but you can only do it via the email. It says I will be contacted within 5 days. It has now been 7. I am sad because I love my grill....when it works. The customer service side is absolutely disappointing. Do not buy their products if you are expecting to get help when things go wrong! I am now very sad I purchased this product because the company behind it doesn't care or they'd answer the phone! Using the pandemic as an excuse is just that an excuse, hundreds of companies are still able to answer their phone when you call and need customer service. Maybe they're ashamed of their products!

The food was great the whole 3 times we cooked with it. The bottom heating element doesn't turn on. I phoned customer support to file a claim for a replacement part that should have been. Covered under the 1 year manufacturer's warranty. The response was that we would get a callback within 48 hours. We received no callback. I emailed and no response. This is my final avenue.

Don't even try to get any help from Master Built. They totally don't care!! I will never purchase another master built grill or smoker! They only accept e mail no phone contact and answer emails when and i.

Purchased new in May 23, 2019. Used half dozen times. Stopped heating up on May 11, 2020. Contacted customer service through their form and since May 12, have only heard from them once via email thanking me for my patience (form letter). It is June 6, 2020 and I finally gave up and spent $100 more on parts which they WILL happily provide you a link to. Be wary, buy from a company that will support you which Masterbuilt is not.

Used smoker a few times and then the digital lights slowly stopped working. It has now gotten to the point that I can’t see the temperature or timer. Sent customer service a message on 1 May and then again a week later. Haven’t heard anything back. Terrible experience.

I bought my smoker on 9/14/19. The bluetooth is terrible. That is the reason why I bought the smoker. I am always resetting the bluetooth anytime I want to change the time or temperature. The temperature is not stable and nor is the temperature meat probe. I don’t even use it anymore. I submitted a case over 8 business days ago with no response. My case is **. I understand the delay due to COVID-19, but 8 business days and counting??? I am well within warranty and do not want this smoker anymore. I want to take it back to Lowe's. Lowes told me to contact Masterbuilt because I was still within warranty. I am waiting for a response on my case.

I purchased a Masterbuilt 40 Sportsman Elite at Farm and Fleet about two years ago. Used it about seven times and lost power to the controller. Email Masterbuilt the next day and they did get back to me the next day with some questions about did it get wet or are you using a extension cord and I replied no to all that. And they said it's not a warranty issue and that was it. Email them again and no response. I just need to get it fixed. Not happy with Masterbuilt and I will not recommend this smoker to anyone.

I purchased a 20072612 Electric smoker that worked fantastic when the control unit wasn’t worn out. I tried to call and can get a damn live person to save my life. Emailed several times and never have received a response. WTF I need a replacement control unit for my smoker and cant find one because they say they are no longer available! WTF what is the part number for the one that will work for my smoker dang it. It should not be this freezing hard to get a simple replacement part!!!!

Used Grill 3 times. Fan or electronic thermostat quit working. Tried to contact customer service 3 times. Still no answer! I guess I should have bought a pellet grill. I spent over $500 for this grill and now it is a piece of junk.

We paid a good amount for this one time only use smoker! Model 20075615 electric smoker. Customer service was nice enough but, basically said you're SOL! Why didn't they fix the problem they knew about? FYI- it's the control panel!???

They sent me a leg right away. Case closed.

I purchased a Masterbuilt smoker approx. 2 years ago from Sams Club and everything was going fine until I took the cover off to bbq during New Years and found that the plastic keys on the control board came off I guess due to weather conditions. These keys control the temperature and cook time, anyway the sites that I have went on to find a replacement claim that the part is no longer offered by Masterbuilt. I've attempted to contact the company by phone but they have temporarily closed down due to the coronavirus and referred to the website but no reference to the part I need only different grates and heater coils, no control board which is main operation component to the smoker. Now I'm left with a $400.00 piece of art. Don't get me wrong. When it's working it can't be beat but for that type of money you better get an extended warranty or you won't have anything but a piece of junk.

I purchased this product a few years ago. I tried it twice and both times it cut out before finishing. I thought I must be doing something wrong. Since I was very busy with my business, I figured it was just me not having patience enough. So, I stored it for awhile and decided now that I am retired I would try it out again. So, with all the patience in the world, and a hunger for some smoked bovine flesh, I tried again. Bummer, the problem is clearly the smoker. Master-built it is not. Model#20072514 electric smoker; epic fail. Tom **.

Masterbuilt Electric Smoker Model - MB20073519. Their App doesn't work. Does not connect most of the time and when it does it disconnects. Same issue using Android or Apple type devices. The LED display is too dim to read even indoors low light conditions. Customer service said they know of this and there is no fix on hand and nonbeing worked on or planned. Week engineering all the way around on this product causing a bad end user experience. I do not recommend this product.

We bought this smoker in 2017 because we were tired of having to deal with the hard work involved with the traditional smoker. Last year we had to replace the heating element ($50). About the same time, the control panel went out, and since it's another $100 part and we were still able to use the remote, we did not order another one. Now the probe reads 310 degrees all the time. On Feb 6 I sent a note to Masterbuilt and received an automated response saying they would contact me within 24-48 hours (Case #: **). But I did not hear back. I sent another note today (Feb 15) and received another case number (**). I'm really disappointed, not only because of the issues, but because of no response.

If you are thinking about buying anything from Masterbuilt, check out their FB page under community and look at all the complaints about customer service. If something goes wrong with your unit nobody will respond to you either by email or phone. I have waited on hold for an hour and a half now, listening to recordings on how the customer satisfaction is number one, sent emails, and have heard NOTHING. So basically if your smoker/bbq or whatever has issues you are on your own. I really regret buying anything from Masterbuilt.

Got a smoker on 12/23/19. One of the plastic feet was cracked. I contacted them as requested in the manual. Took a week for a response requesting the same information I already sent. Then 2 weeks later after sending requests to find out where the case was at. They asked for a copy of the receipt. It has been a month. I would recommend returning to the store. Their customer service is rude, slow and terrible!!!

I purchased a smoker stand to go with the electric smoker I received for Christmas. I open the package to assemble and notice that all of the assembly is present except for the 16 flange nuts I need to assemble the stand. I contacted Masterbuilt to inform them that the nuts were never included in the assembly packing...possible manufacturing and packaging problem. Went online and opened a case with them and have not heard anything back. This was on 1/3/2020. I have replied to the automated case response they send you twice and still have not heard back. Their automated response says, "Someone will contact you within two business days". We are well beyond this time frame. My family will never purchase a Masterbuilt product ever again. If they cannot handle a simple issue then it would be a nightmare to think of having an issue with the smoker. Stay away from this company!!

Updated on 02/14/2020: I bought the Masterbuilt elite 44” pellet smoker 12/22/19 and had nothing but issues and spent hours on the phone trying to get help. Masterbuilt finally responded to my first bad review here and agreed to ship me a new one. Well it was delivered and left curbside by FedEx. I documented its location and box. Upon assembly all the parts boxes inside the smoker were broke open. Appears like some were torn open when it was packed. Once unpacked I noticed the doors don’t shut and sag. I had to lift both doors to properly align them to shut. I left masterbuilt message on Facebook and told them it was the hinges welded on cabinet that were off.

I purchased a smoker from the Masterbuilt website, upon delivery I opened the top of the box to see a dent in the corner. I contacted their customer service through email and after a short exchange they would not respond back to me. At that point I started calling the customer service line and was told that they had no record of my purchase so they could not do anything for me. I called again with the order number and was told that the dent wasn't bad so they wouldn't do anything. At this point I had to tell them that I did not purchase a dented smoker and did not want a dented smoker. Now they are telling me that if I want to ship the smoker back at my cost they can exchange it. After weeks of dealing with poor customer service I think I'll just ship it back and go with a different brand.

My family purchased a 2nd propane smoker for my brother-in-law for Christmas. We have had our 1st one for more than a year and have actually really enjoyed it. We ordered the 2nd one directly from the manufacturer instead on Amazon. It arrive with a huge dent that looked like it had been hit with a forklift. It was actually so bad that we could not assemble it if we wanted to.

Customer service unknowledgeable. They have charged me for an item I never received and are telling me that it got shipped to me. Seven different tracking numbers on three boxes. Won’t return phone calls. Won’t return emails. The one phone call I did get a hold of them they said it might possibly be on back order that item I am telling them I never received and then the supervisor gets on the phone and tells me I received it. PayPal and my credit card are already in dispute with this company. I will never buy from them again.

We purchased a Masterbuilt smoker this month for Thanksgiving. Smoker arrived damaged, which was obviously packed and sent that way. Did the online form to open a case and they refuse to respond. Try to call, wait on hold forever. Try a different option, recording tells you to go online and fill out your form. I reply to the initial email they sent asking for our receipt (which I provided immediately) every day asking for a response. Nothing. I see that most all online reviews of their customer service is on par with my experience. We have never even used this smoker to review the product, which is a shame. But the customer service at Masterbuilt is terrible, as it is entirely nonexistent.

Purchased item on Oct 30 and received it on Nov 10. One latch was broken right out of the box. Emailed and called several times without a response. After informing them I was contacting the BBB and disputing the charge with my credit card company did they finally offer to replace the lid. At this point I didn’t want to deal with the company and asked for a refund that they are now willing to give me but won’t pay for the shipping. I don’t feel as though we should have to pay for shipping on sending this huge item back. Still waiting to see if the company will do the right thing. They lost this consumer for life.

Purchased a Masterbuilt Electric Smoker. Hasn’t worked from the beginning, They won’t Honor their warranty. Terrible customer service. No quality control system in place. Nothing good to say about this company.

I purchased a smoker 10/22/19, followed their directions very carefully when I went to season. It the unit shutdown on ERR4 and had some good flames coming from the crucible. MULTIPLE calls unanswered to their customer support that went nowhere, being put on hold to never get picked up. I finally got someone that answers calls, was provided a control panel that made things worst. Right now I have a $330 worthless piece of metal taking up space in my garage. I have been waiting for a call from one the managers for 2 weeks. This company is only interested in taking your money and not standing by their product. They honestly do not care. Stay away people.

The control unit on my 30 inch Electronic Smoker started to fail just over a year. After turning of the smoker, it fails within 15-30 minutes and shuts off completely. I can get the smoker heated up, but it requires me to restart the smoker every 30 minutes since it keeps shutting off. I tried to call Masterbuilt and I have had lots of trouble getting the part. I talked to 2 representatives, one was helpful but was unable to do much since I didn't have proper information at the ready. The other rep was awful. She would not give me her name. She was very uninterested in helping me, and straight up hung up on me after I asked to speak with a supervisor. I am very unhappy with the customer support I have been given.

Received a Masterbuilt Smoker 3 months ago as a gift. Went to assemble and it had two right legs in the box. Needed a left left. Call customer service. They required a receipt of purchase in order to send me the correct leg. Don't have a receipt as this was a gift. Policy is policy so I decide to purchase the correct leg. Took 2 weeks to get it ordered as they had to find the part number. Took 9 days to get it delivered. Open the package and it is the completely wrong part. Got a handle for a grill lid instead. Packing list has the right part number on it. Part they sent a totally different part number.

It took a while but Masterbuilt came through and fixed my issue. I think they are starting to get ahead of these complaints and since the fix my smoker has worked well for about 5 months with lots of use. Thanks Masterbuilt.

Masterbuilt has stood up to the reputation that I read of, prior to purchasing my smoker. My unit had cracks in the door. They have taken care of this issue and I would not only recommend others to do business with them, but I would buy a Masterbuilt again.

I have a Masterbuilt 40" Electric Smoker that I love when it works! I hate when it doesn't. The control panel has now gone out 3 times in 3 1/2 years. I use it about 15 times a year and I believe this rate of failure is a design defect. Masterbuilt will do nothing for me at this point. I purchased it at Lowe's with a 4 year extended warranty and they have screwed me by saying the extended warranty starts at the time of purchase, not at the end of the manufacturer's warranty like Home Depot does. So Lowe's is cheating me out of 1 year of warranty. Based on the $100 part cost, I'm considering starting over with a new different brand. Buyer Beware!!!

Bought the smoker in November of 2018 I was able to use it three times then I got a code eee1. Tried contacting company. They never returned my emails I sent on their web site. Took me weeks before I could get someone on the phone. Sent me parts that took 3 to 4 weeks to get. Had to pay someone to install them still smoker is not working. Told them I want a new smoker or my money back. Now they want me to send a video. It’s been 9 months and still I don’t have a working smoker. I will never recommend or buy another one of their products. Run away. Don’t buy their products

This product absolutely will not hold heat. We cooked it for morning until night and ended up having to put our food on the grill to finish it up. We took the smoker to Bass Pro. We purchased it and they said you have to contact Masterbuilt. Masterbuilt will not stand behind the product because we did not contact them fast enough. It’s been over 12 months. We purchased this only 15 months ago and absolutely got no use out of it, so counting shipping there goes nearly $200 in the trash.

I contacted Masterbuilt Smokehouses about a problem I had and questions that I needed answered. I must say that the company went way beyond to make things right! I would recommend them to anyone that has a problem or questions, they are a outstanding company, they will work with you to make you happy!!!

Beware of Masterbuilt special offers when buying their products. They will advertise providing free cover for the smoker, but what they will ship is a small cheap cover that is too small to fit on the smoker. Contacting customer service this is the response; "It is just a free gift offer, unfortunately there is not an option to choose a different cover." For the same investment I could have gone to another brand and bought the smoker and cover for the same price or less. To say the least this is misleading advertisement to get you to buy their products.

We bought a Masterbuilt propane smoker. It worked for less than a year and then stopped working. The regulator went bad and it would no longer stay lit. I contacted their customer service and I was told I would have to pay $40 for a replacement part. I think they warranty the product for 90 days - not very reassuring. Anyway, I ordered the part and paid for it more than a month ago and have still not received my part, even though they told me 5-7 business days. I contacted them by email a couple weeks ago it’s a system migration issue. I still don’t have my part. I contacted them again a week ago and have yet to receive a response. If you can’t provide the parts then you shouldn’t charge people! I've read many reviews that said they had similar issues and the smoker caught fire or blew up. I’m thinking I should just buy another product.

I have a warranty issue with my unit and started the process with Masterbuilt on 7/12. It's now 9/5 and I have yet to receive a replacement. Every time I call, I'm on a 45-60-minute hold. I try to email but get no response. I was told almost 4 weeks ago that a replacement was being shipped and still nothing. When I finally got someone on the line, they said that due to a system migration orders weren't shipped for two weeks and they have no idea when my replacement will ship. This is an expensive product that I have now been without for close to 2 months!

My smoker worked great for first few uses. Now it turns off every few minutes or sometimes lasts an hour before turning off. Have already had a few meals ruined due to smoker just stopping. Very disappointed. Would love a refund or a smoker that actually works. Can’t get anyone to help with this though. Only a few months old.

Company responded by stating units not designed to produce smoke under 200 degrees. A separate attachment is available to purchase if one wants to smoke under that temperature. Think I'll just research much more carefully if I ever purchase another smoker. An new element was offered by the company if I still had the first unit, which I don't.

I set the smoker temp to 175, to keep meat warm and the temperature just climbs on its own. A degree or so every few seconds until it hits over 300F somehow, which is not even a valid a setting. It caught smoke once cause the fat dropped and thay heat.

Within the first year of owning this smoker customer service was good but I had to replace every part of my smoker except the frame. Now, it won't even heat up at 18 months. Hate to throw away money but there is nothing more to do with this piece of crap. I will never buy another smoker from Masterbuilt.

I used my Masterbuilt Sportsman Elite Model 20250918 3 times. The third time while smoking jerky the auger kicked in and started feeding pellets during the cook cycle. The smoker went up to 450 degrees and errored out. Now when I turn the unit on, set the time and temp with no smoke cycle, the auger feeds pellets. I have emailed the "form" they ask for, called and left the call back number, and right now I've been on "hold" for 30 minutes with no customer service. I now have a unit that is absolutely useless with no help to fix it. If I could have chose 0 stars, I would have.

I ordered a replacement part for my smoker on August 1. My credit card was charged ($40) for this purchase the same day. 18 days later I am still awaiting any type of confirmation that this part has or will ship despite numerous (4) emails and (5) calls (which are certainly a challenge in terms of wait time). All I am told, when I did get lucky to connect, is that there was a system conversion on the date of my order. All I am told is that the part will ship "next week" which never happens. Can't recall such an incredible disrespect for customer service in my experience despite the fact that they claim they value such very seriously.

I called customer service and ordered a new heating element and was told I would get it in about a week. After two weeks I called back to check on it and no one could tell me if it has been processed, shipped, or anything else about it. The only thing CS could tell me was they had received payment. Then CS said to give them a few days so they could find out the status for me. I have already waited a week longer than expected and missed my cooking engagement. The smoker worked very well for me when it does work but when you get in a pinch do not go through the company to get a part to get it going again. I told CS to refund me and I would order it elsewhere. I should have ordered it from Appliance Factory Parts in the first place, wish I had. Customer service can make or break a company, in this case I think it is broke. When my smoker breaks down again I will chunk it and give another company my business.

I have a Masterbuilt Sportsman Elite smoker model number 20078015 that I've had for roughly 2 years. I have used it a handful of times but I went to use it again earlier this spring (after keeping it covered with their cover and under an overhang). I found the plastic on the control panel rotted away (fell off) and allowed moisture into the control panel and thus no longer works. I've submitted the forms on their website and called numerous times only to get no response. Replacement parts on various other websites are at least $100. I feel that a smoker should be designed to be kept outdoors especially considering who would want the smoke indoors?

I think you need to make the wood burner larger on your newer units. I have a hard time getting a good smoke in my meat. I have your 20071814 model and it has worked good for me. I used it about 40 times and now I am having problems with it shutting off.

I own a Masterbuilt smoker model number 20070411. It worked fine for about a year until we relocated. After the move I plugged it in to smoke wings for a get together. It powered up and heated the unit fine until it stopped heating once it reached the set temp. After that, every time it powered the heating element it would blow the GFI breaker on the outlet. I managed to get it to work by resetting the temp, time and the GFI breaker more times than I can count for the party. After the party I read several blogs since I had no luck getting any sort of response from the Masterbuilt product support line. I replaced the control box, the heating element, cleaned the temp sensor and the meat probe and cleaned and secured all of the accessible wire connection points. I managed to get it to not blow the GFI breaker, but it would consistently go well past the set temp and not shut off. It would also read obvious temperature inaccuracies.

I got a Masterbuilt electric smoker, model # MB20070210 last Aug’18 as a gift - not even a year old. I’ve used it approx 4 times (over a 4-5 month span) before the heating element gave out and short circuited 3 surrounding electrical outlets. I have attempted to call customer service many times, waiting anywhere from 20 min to 1 hour before giving up, left a call back number and info, and have emailed. I have not heard back from anybody from Customer Service. Very frustrating. Reading through other Consumer Affair comments relating to the same problem, the entire heating element and plug is defective and needs to be replaced. Masterbuilt says they put their customer first and values any feedback (Per the recording while waiting for Customer Support to answer), therefore, I would suggest answering the phone, calling back or answering emails to fix your product issues. I would hope that you stand by your products.

Bought Masterbuilt fryer, no power cord in package. Called customer service several times on May 22, 2019 and was put on hold for up to an hour or longer and did the call back option. FINALLY got a call back later that afternoon and thought it was going to be taken care of. The customer service rep offered to send a cord to me and said that they were on back order and it would be sent as soon as they were back in.

I purchased a Masterbuilt digital electric smoker in May and, after first usage, noticed temperatures inside were 50 degrees higher than set point as measured by two different thermometers (both of these agreed with 5 degrees). Talked to customer support and received another controller after waiting 6 weeks. Installed it and now temperatures are way lower than set point. At this point, I would just take a simple manual control and thermostat that worked. This thing should be taken off the market.

I have called the customer service number and no answers. I have called over 5 times and have waited 15 minutes to an hour with no one answering. I have put in my info for a callback and just get crickets. I have emailed and filled out an online form with no response. My smoker doesn’t heat up after using only 6 times. I store it inside and I’m very disappointed that it already stopped working.

My husband and I purchased this smoker last spring. We are new to smoking and only used it twice. Both times last season, it seemed to take forever to come up to temperature. I took it out for the first time the other day and could not get the temp to increase more than 3 degrees. It is long past the warranty dates, but we need to know what we can do to fix the smoker. I called Masterbuilt and waited on hold forever (twice). I left a message and got no call back and even emailed. This company does not respond. I don't want to have to buy a new smoker, but if I do, it will not be MASTERBUILT!!!

I PURCHASED the Masterbuilt MB20072218 from eBay. First one worked fine one time. Second time would not heat just beeped. Return for exchange. Received another new one several days later. Remote control will not work in fact can hold batteries. Have tried calling numerous times, left call back number and have sent two email forms to them with no response. Am amazed that they are still in business. Will continue to get replacement for the remote control. Wish me luck as so far have not had any results.

I am never one to write bad reviews, but this time I must. This Father's Day my wife purchased me a brand new Masterbuilt MES340G electric smoker with the cold smoke attachment and a Masterbuilt cover (made by them for their machine). We put it together, covered it and put it on the deck. Today, 10 days later, we uncovered it to pre-season it and when we opened the smoker it was full of rain water and beginning to rust. We contacted customer service hoping to get a new cover but the representative started out the conversation by telling me it was my own fault and we should have stored it in a dry place, that their covers are not meant to be waterproof.

I had a MB 30” smoker that I liked okay. It was easy to regulate the temp on. After it quit on me (I thought a little too soon), I decided to get another one at Sam’s. I was getting into smoking a little more. I was frustrated from the beginning because one of the legs wouldn’t attach. My husband was going to have to borrow his brother’s tool and die to make a hole so the leg could be attached. I ended up propping it up on bricks. Had it a little while and the LED panel went out. Checked around and I would have to replace the entire control panel. In the meantime, I figured I could just count the beeps to set the temp and set a timer. Then the thing just wouldn’t heat. Not even warm. Do you think I’ll ever buy another one? Especially after reading about the poor customer support....

I use electric because I was in a condo and that is what they allowed but now I love it because it is easy to heat up. I just wish it had an attached shelf to sit thing on. Cooks great. I am in a house now and I still prefer it over gas or charcoal because I don't have to buy anything. Just plug it in. It can cook fast or slow if I am doing something in the kitchen.

I purchased an electric smoker for my birthday, assembled it and turned on low temp to cure. After about 15 mins it clicked off and will not come back on. I’ve called customer service for the past 3 days, left multiple call back messages and sent emails as well. Each time I’ll hold for up to 1 hour before I hang up. Not sure what to do other than return to place of purchase for an exchange....

I purchased this smoker in 2015 and use it throughout the year. I had to replace the digital control panel about 2 years ago because it became delaminated and then quit working. Tech support told me that it failed because I kept it outside. I told them that I bought the Masterbuilt cover with it and then I was told that their cover is just a dust cover to use inside only. I purchased the new control panel and a new heavier duty cover on their recommendation. This winter I pulled the cover off and the new control panel had delaminated. It still worked with the remote, so I have been using it since.

Purchased electric grill in 2016 to replace my traditional Weber. Good choice. Get timely and equal cooking. It does not smoke up the patio or the inside of the house. Easy to keep clean. Clothing that I wear during grilling is 80% less saturated with odor from the conventional charcoal grill.

I have a module 2002215 Masterbuilt electric smoker that has a meat probe stuck at 310 Fahrenheit. I have called the company 2 times and the automated service said it would call me back with the next available service member and I haven’t been called back. I also emailed twice with no response. If we can’t get help with the products from this company just don’t buy them period.

I've called the customer service line 5 times in the last 3 weeks. All 5 times after waiting at least 15 mins I opted to use the call back service. Not a single callback. That's the reason we are up to 5 calls. Drop good money on a smoker that hasn't worked since I did the initial cure on it. Had my first Masterbuilt for 12 years and bragged to all my buddies how good these things are. Now I'll be eating crow instead of ribs. Completely disappointed.

Second use and 5 hours into cooking flames shot out the front of the smoker - burned the front control panel and burned through the propane hose... very scary. We did check the smoker for temperature. All seemed well up until the 5th hour. Also the thermometer did not keep accurate temperature. It registered 'bout 15 degrees below what the temperature actually is. I had to use a hand held heat senor that I put through the back air regulator... I wish I could upload the pictures I took.

Bought this Masterbuilt Smokehouse (GS30D) from Amazon on 4/3/2017. Used the unit almost every weekend with average results (couldn't regulate heat very well) but learned to adapt to fluctuating cooking temps. Noticed this spring the bottom as well as the wood pan are totally burned out and not safe to use. Not what I would expect for an otherwise well made smoker.

On two different occasions there was a flare up where the hose from the propane tank enters the smoker. The first time I was able to turn it off and restart the unit without any further problem. The second time, I wasn't so lucky and the flames melted the hose that connects to the propane tank and the dial that controls the flame temperature. Both cases occurred at a lower flame setting.

Never buy another one. Clicking noise when plugged in. Found a fix on YouTube with WD40 and compressed air. But why should I have to do this every time I want to use it. Poorly built, poorly engineered. You would have thought that since it's a smoker and meant to be used outdoors, a little waterproofing of the electronic components would have been done, but obviously Masterbuilt didn't want to spend the extra 25 cents to seal the units from moisture.

I bought this smoker and used it 3 times and like it, it is a slow smoker so it takes time to smoke your food. On the 4th try the unit would not heat up, as it turned out the controller unit was bad. I tried for 7 months to get a replacement for the factory but was never able to get one ordered. It is almost impossible to get someone on the phone, I left my number for a return call but did not get one. I sent a email to customer service detailing the part number model number the serial number and all credit card info need to the purchase the part, after over one month with no response from their customer service I was able to find another supplier. Don't buy any more of their products.

I bought this smoker at Academy sports in November of 2018. I’ve used it 5-6 times with no problems. After preparing my meat I turn the smoker on and it started heating up. I notice the temperature is reading randomly showing random temperatures. After it started heating up it then shuts off and shows error code EAA1. After reading reviews and tips on how to correct it I then unplug it and unplug the controller from the wires and thermostat and wait about an hour. Plug it back up and turn it on. Same thing immediately the error code EAA1 shows up and it won’t turn on. I would expect this smoker to last longer than 6-7 months. I would not recommend this smoker to anyone.

I purchased this Smoker in December and followed the directions for usage, and when I tried to smoke, it wouldn’t smoke!! I tried it once again with the same results, no smoke. I called customer service and they told me to use a hair dryer to get the smoker warmed up, then turn the thermostat on high and that would get the chips going. The higher temp Indeed started the chips, but because the pan isn’t even close to the element, they soon went out. I contacted the customer service once again and was basically told the same thing. Higher heat, then turn it back to the smoking temperature and it would work. It doesn’t! If I could return it for my money back, I wouldn’t hesitate. I cannot recommend this Smoker to anyone.

Bought new in box, built it, plugged it in, had a beep and absolutely nothing else. Contacted Masterbuilt who determined it was the digital control unit, but amazingly they don't have a replacement in stock and can't tell me when they will. I feel certain they continue to manufacture these everyday, with a controller that they don't have in stock. My brand new smoker is gathering dust, never been used. Choose another brand.

Called Masterbuilt, put on hold too long, hung up. Emailed support, received reply, looked like a form letter. Replied asking questions pertaining to the letter they emailed me. After a few days without a reply, I emailed them again asking them to answer my questions, nothing received from Masterbuilt. I waited about 4 more days, emailed Masterbuilt again asking them to answer the questions, again no reply from Masterbuilt.

My 30" Masterbuilt Electric Smoker apparently shorted out! It got so hot it warped the door, cracked the plastic, and burned the insulation in the door. I had not used the smoker in a week and was preparing to move it into my garage for storage. As I grabbed the smoker I burned my hand on the outside casing! The controller was not on. I've attached some photos, but keep in mind I had already taken the smoker out by my dumpster and it rained when the photos were taken. I wouldn't be leaving this review if it were not for the total lack of concern Masterbuilt provided when I contacted them. Yes, they will leave their typical reply as an attempted C.Y.A, but the fact is I contacted them and their response was basically "What do you want us to do about it?" Instead of "Here is what we are going to do."

I bought this unit at Sam's 3 weeks ago. It is advertised as having bluetooth to phone with a distance of 100 feet. I can literally stand inside my garage 3 feet away and it drops out. I called the number for customer service and waited on hold for over an hour. When someone answered finally, I was told they have no Bluetooth issues and it was WiFi interference. I tried explaining I lived miles from anyone and don't use WiFi for anything. The woman just talked over me and insisted there were no Bluetooth issues. When she finally stopped talking, I asked her if she had internet and she said yes, of course. I asked her to type in Masterbuilt smoker Bluetooth issues in Google and see if that might change her position. Crickets. I don't like being lied to.

Purchased a Masterbuilt MES 145S Smoker and every time I try to start it, I get an EA11 error. After calling Masterbuilt, they returned my call. I gave them my serial number and model number but they could not find it in their system. Even sent a picture of the serial number and model number. I called them back after a few days and was told that they reported it to their supervisor but have not got an answer. Said they would get back to me as soon as they find out. What kind of company does not know what parts go to their equipment. Googles AE11 error and it said to hold a hair dryer to the sensing bulb. That did not work. Said it only happened when it was cold outside. It was 65 degrees. It has been 9 days since I purchased this smoker and I am still waiting for an answer.

Purchased this smoker a few years ago, only used it a few times a year, Wanted to smoke a chicken for Easter and the smoker began smoking, and the whole electric cord melted. Luckily, this was on a concrete patio and away from the house. Very disappointed.

I only used this smoker 3 times and the digital thermometer quit working. I phoned the company and they said they would ship me a new thermometer. That was almost 5 months ago. I do not recommend this junk to anyone.

Have the Masterbuilt propane for two years. I do enjoy it. Bottom is made with very thin metal. It is welding in and it stink, that it cannot be replace. The round piece that was also welded on, rusted away. I highly doubt Masterbuilt has a fix. I do treated it as per manual to take care of this. Should have spend more for something that will last or a better warranty.

Updated on 04/17/2019: I recently reviewed this company and was forced to buy a replacement door and pay for shipping. The replacement door has the same upper hinge broke and the broken weld is painted over. I contacted the customer service rep who was insulting and did not offer to replace the new replacement door nor has he offered to just refund me the money and shipping as I asked for him to do. I now have two broken doors and still no customer support. Needless to say I am not remotely impressed. Based on the reviews of others this is not an uncommon scenario with this company. The appropriate response would have been how can we help you and thanks for choosing our product.

I have owned this smoker for 2 yrs, used it 4 times. The element went out while smoking meat for a Birthday party. Called Masterbuilt and they want to charge me 14.95 for a new element plus shipping. How does a unit that cost me 250.00 dollars last only 4 times. It cost me 62.50 dollars per use, WOW what a bargain!!!! I will never buy a Masterbuilt product again. You would think they would stand behind their product that only has been used 4 times. Look at all the bad reviews for products that have been hardly used. Totally unacceptable.

Loved my smoker and the ease of use that I purchased in July 2014 from Sam's Club, until the digital control went out on it this winter. When I order a replacement from Appliance Factory Parts they sent a control panel with a 2 wire connection and my smoker has a 3 wire connection and there is a note on the part that says if your model is a 3 wire call Masterbuilt technical support and provided the phone number. Imagine my disappointment when technical support basically said I had a new boat anchor, since the control panel for my model is not available. Have ordered a new smoker and it wasn't a Masterbuilt. Tech support was also extremely rude!!

I wish I would have read the reviews before I purchased. Used it two times last year. It never would come up past 200 degrees or make the wood smoke. Thought I try it one more time this year. Plugged it in today it's still sitting at a hundred and seventy-five degrees and it's been plugged in 3 hours. Horrible. Put a call in the Masterbuilt still haven't heard back from them. I won't purchase another Masterbuilt product

I purchased the Model # 20050814 in Oct/Nov 2018. I used it several times with excellent results. 1 month ago the temp dropped to 180 while I was smoking 2 pork shoulders. I could not get it above 200 after that day. I have cleaned it, new tank, etc., now I almost get to 225, even with nothing in it. I called customer service, because I am past my 1 year warranty, no help. I have other issues as well. Hard to believe it is failing after 18 months.

Preheated smoker to 225. Sportsman Elite, put my wings in, checked it an hour later and I’m at 112 degrees. Figures I have company coming over for a snack and watch some games... Very disappointed. Never purchase a Masterbuilt again! Just under a year old. Warranty might still be valid but, that does not help me today.

I use my smoker. I loved it very much. Now after the temperature reaches up to temp it automatically blows the breaker. I am very disappointed. I think it's the limit thermostat. But I'm not sure I'm ready to use my smoker and I can't use it.

My husband and I purchased a Masterbuilt electric smoker. We used it about a year and the heating element went out and we had to purchase a new one. (Not cheap). After purchasing the heating element we were in the middle of smoking ribs for a party and the smoker quit working again. We were so desperate at the time we went and bought another smoker to finish all of the ribs. We were in a small town so the only selection was to buy another Masterbuilt. We used the second one twice and now that smoker is not heating correctly. Do not ever purchase Masterbuilt products. They are junk! I would never recommend this brand to anyone. We have had the second smoker less than a year and it should be under manufacturer's warranty - what happens when it stops working again. Very dissatisfied.

I have had 2 of the 40” electric smokers. Both failed after 3-4 uses. The first one I bought I thought maybe I messed it up by the way I cleaned it so I dumped it and bought another one. This one I’ve had for a year. Cooked on it twice. This time when I tried to use it I could set the time and temperature and it would trip the gfi circuit. After a little troubleshooting I determined the heating element had failed again. I think that is what happened to the first one. The smoker was always covered and garaged kept. After contacting customer service I was told to purchase a heating element. Shouldn’t have to replace elements every 3-4 uses. When the smoker worked you can’t beat it. I cooked some of the best ribs ever with lots of compliments. I even bragged on the smoker. I left 2 stars because of the way it cooks when it did work.

I received this smoker about 18 months ago and have only used it a handful of times. When not in use I keep it covered, clean and dry. Now some of the lights in the digital number display are out and we can no longer tell what time and temperature we are trying to program. I am wondering if Masterbuilt will stand by their product or if I have to trash this one and find another, more reliable smoker?