Masterbuilt
Reviews and Complaints
Set-up question
Hello, I'm pre-seasoning my smoker and didn't see anything about keeping the vent open or closed. I contacted your rep and she said there was some paperwork to fill out, that paperwork was my payment of $65.
I got my answer but do not feel it should have cost me $65! The customer rep wrote the following "OK. Got it. I'm sending you to a secure page to join JustAnswer (fully-refundable).
While you're filling out that form, I'll tell the Expert about your situation and then connect you two. Continue >>" I'd like to get that money refunded please.
And please add whether to open or close the vent for us first time users. Amazon Order # 304-043****-263**** Thank you, William Black
- Sure took my money quickly to ask a simple set up question
Preferred solution: Full refund
User's recommendation: Open the Vent while Pre-Seasoning your smoker
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNo customer service
- Wood chip tube
- No customer service response or help
Preferred solution: Deliver product or service ordered
User's recommendation: but different brand
Fan quit working right after warranty expired
- Offers an alternative to traeger
- Not reliable
Preferred solution: Full refund
User's recommendation: Run don’t run to another brand
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Irving, TexasSmoker is over heating
User's recommendation: Never
Haven't received my order
Preferred solution: Full refund
User's recommendation: Don't buy from master built
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor Customer Support/Service
Have a MES 440s purchased in 2019, product came highly damaged, they shipped a replacement body but I had to swap all the heating elements and electronics to the new body (time wasted) when I was expecting them to ship a replacement instead. In 2021 noticed that occasionally the breaker would trip while using, 2022 the smoker was unusable and took forever to get a response from customer support.
Customer support couldn't really diagnose but recommended just swapping parts.
2023 I finally figured out what part was bad (custom smoke element), reached out again to get the part and have been waiting over 10 weeks to be notified by Masterbuilt they aren't making the part I need any more. Smoker and wheel kit cost me $550 for 2 summers of use before endless problems.
- Easy to use
- Customer support
- Quality
Preferred solution: Replacement parts
User's recommendation: Avoid this company
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerShopping research
- No one to talk to and store i went to uneducated on product
Preferred solution: Information
User's recommendation: Not at this time
App not working
User's recommendation: Find another smoker manufacturer that actually has real people available to help you.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerBad unit
- Love smoker
- Service non existent
Preferred solution: new unit shipped
User's recommendation: buy another brand smoker
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerComplaint
Preferred solution: the replacement part that I need says that is sold out ???so when can someone get one or a comparable one that fits
User's recommendation: The product is good , support is terrible , so if you need a replacement part consider buying a new one or try different brand
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerProblem
- Tough to contact service
- Extremely poor customer service
Preferred solution: A working unit
User's recommendation: Make sure your unit comes with all of the components. If not take back immediately.
Case # 659950
I have bought 2 masterbuilt smokers and they both went out...I had the 2 one 6 months...I have contact the warranty dept and provided them with all the necessary documents and still no response on rep
User's recommendation: Do Not buy
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Verified Reviewer | Arlington, TexasSmoker is not heating
My deep fryer is defected
- Loved using the 2 tines it worked
- Element melted the bottom of my fryer making it totally unusable
Preferred solution: Full refund
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