Masterbuilt Smokehouses

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.

I bought a Masterbuilt 40-Inch Front Controller Electric Smoker with Window (20070512) from Amazon several years ago. I actually used the smoker with no issue and was a satisfied customer up until several weeks ago, when I tried to contact the company regarding replacement parts (heating element stopped working). While I was ordering the replacement heating element (from another appliance parts company), I noticed a few other parts I would like to replace - my controller pad's plastic covering had cracked and the meat temp probe wire sheathing had worn away - so I figured I'd replace those too while I had the unit apart, unfortunately, those parts were out of stock. In my research to find these parts, I learned there was a product recall on my model. So, I went to Masterbuilt's website to see if they had more info on the recall and possibly a few more parts and this is where my satisfied customer experience turned negative.

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:

Do not buy a Masterbuilt electric smoker. It's bad enough that a product that costs a couple of hundred dollars lasts less than 2 years with only approximately 20 uses, but there is absolutely no customer service.

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.

The Masterbuilt electric smokers have a community built around fixing problems the smokers have. Issues like ingress of water affecting circuit boards that really ought to have good protective conformal coatings and temperature sensors that read higher or lower than temperatures present, and woodchip pans that are improperly assembled and wont thoroughly burn. Unfortunately you only learn about this when you start to google search things like "Smoker temperature wrong."

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.