william b Djq

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

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Loss:
$65
Cons:
  • 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

Tina H Nhg

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Verified Reviewer

No customer service

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new unit 2/28 now not heating i put i. new element at my expense did not fix.Emailed compAny they did send replacement part did not fix so i then googled and consumers say that is not the part i needed( under unit) so why would masterbuilt not be as educated as public to correct part to send i have resent emails no response tried to call .. what a joke
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Loss:
$280
Pros:
  • Wood chip tube
Cons:
  • No customer service response or help

Preferred solution: Deliver product or service ordered

User's recommendation: but different brand

Keith D Oan

Fan quit working right after warranty expired

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I have 100lbs of pork belly to smoke, and the fan on my gravity series quit. Customer Service is only through website - respond within 48 hours Never again. The company can burn to the ground for all I care.
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Loss:
$600
Pros:
  • Offers an alternative to traeger
Cons:
  • Not reliable

Preferred solution: Full refund

User's recommendation: Run don’t run to another brand

Itzabella Jsn

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Verified Reviewer
| map-marker Irving, Texas

Smoker is over heating

I purchased my husband a master built grill and this was the worst mistake of my life. I paid a pretty penny for this and in less that 2 years the heaterbox stop working. I may have uses this less than 5 times. You call customer service no help.They direct you to email and guess what havent heard from them yet. I wouldn't recommend this product if they were given them away free. I wouldn't wish this night mate on anyone!!!
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User's recommendation: Never

Toni M Rkt

Haven't received my order

I told them to close my order and refund They stated since I contact the company I charged it from (PayPal) they won't refund the money until I close the issue with PayPal The credit card states if I close the case I cannot reopen if I never receive the refund Therefore I contacted masterbuilt again and said when they refund the money I will close out the issue. Haven't heard from them and no refund
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Loss:
$200

Preferred solution: Full refund

User's recommendation: Don't buy from master built

Ndoll

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
|

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Verified Reviewer

Poor Customer Support/Service

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Masterbuilt - Poor Customer Support/Service
Original review Aug 10, 2023

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.

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Loss:
$550
Pros:
  • Easy to use
Cons:
  • Customer support
  • Quality

Preferred solution: Replacement parts

User's recommendation: Avoid this company

Harry H Xmp

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Verified Reviewer

Shopping research

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Want to get answers about smoking sausage, however it seems your company as others will not answer! Like a woke and self check out BS. I like service questions answered, not a wait and see if I get help.
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Cons:
  • No one to talk to and store i went to uneducated on product

Preferred solution: Information

User's recommendation: Not at this time

Anonymous
map-marker Phoenix, Arizona

App not working

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There is no one who will physically talk to you. Everythimg has to be done through a generated chatbot or through email, which just spews the same instructions from their home page, verbatim.
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User's recommendation: Find another smoker manufacturer that actually has real people available to help you.

Tina H Nhg

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Verified Reviewer

Bad unit

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new unit 2/23 not heating sent parts did not fix emailed again no response $250 i would think they would want a happy customer
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Loss:
$250
Pros:
  • Love smoker
Cons:
  • Service non existent

Preferred solution: new unit shipped

User's recommendation: buy another brand smoker

Ramon v Ymf

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Verified Reviewer

Complaint

as I was trying to get a replacement part for a fryer , your chat is asking for a creditcard number I find that to be a scam , you are not providing support for items that you sell . DISCUSTING
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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

Mark G Hsj

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Verified Reviewer

Problem

I have had over 4 controllers, none of them lasted more than twice. I have followed all the instructions and have grounded the unit to the house grounding wire. I get the all of the X 00 messages. And no one will explain the X00 message or try to discover what I or the unit is doing wrong
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Pros:
  • Tough to contact service
Cons:
  • 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.

Bob E Con

Case # 659950

Case was started on Tuesday 11/28 needing a part and price. No response yet. So much for 48 hours.!!
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Anonymous
map-marker Texarkana, Texas

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

Masterbuilt smokers aren't any good and the warranty has no value. They will tell you they are going to replace it and then you don't hear anything else...When I talk to someone the chickens in the back ground spoke more of the true than he did.
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User's recommendation: Do Not buy

Itzabella Jsn

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Verified Reviewer
| map-marker Arlington, Texas

Smoker is not heating

Smoker is not heating and no way to call and speak to someone directly. I will never buy this brand and it was easy to purchase this but unbearable to get any assistance when you need technical support. I will never recommend this company to anyone !!!non
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Lisa L Olk

My deep fryer is defected

I have used my deep fryer twice since I bought it in 2021. I went to use it Thanksgiving day and the element melted my fryer in 8 places and is not usable.
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Loss:
$129
Pros:
  • Loved using the 2 tines it worked
Cons:
  • Element melted the bottom of my fryer making it totally unusable

Preferred solution: Full refund