Reiner Eos
map-marker Kalispell, Montana

Where is my product

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Ive tried three different ways to contact masterbuilt regarding the product I ordered. No response.The tracking number they gave me doesn't pull up any information, as if the thing doesn't exist? It's been over three weeks and I have no idea what's going on with my product, and no way to find out
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Stephen K Vwk

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Verified Reviewer

Missing parts

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Missing parts. Zero customer support line.

Web page not listing the COSTCO model makes it impossible to send a query using your model number. If you put an incorrect model number to get to place where you can tell them about missing parts...they say "we'll get to you in 5 days." I used chat. It said we'll be back in 30 minutes. Nope.

It is an AI chatbot. Nobody responds after 2 business days of sending queries, emails, chats. Awful, non existent customer service. I am so frustrated with them at this moment.

I'm going to haul $650 of scrap metal back to COSTCO.

No box either as it falls to pieces on unpacking. So frustrated.

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Loss:
$650
Cons:
  • Turd missing parts

Preferred solution: Apology

User's recommendation: Don't buy masterbuilt unless you plan to masterfail.

Anonymous
map-marker Bellevue, Washington

Meat probe not working on a 900 gravity fed

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The product is wonderful. Met all expectations except for customer service. Customer service was the worst that I have seen.
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User's recommendation: Unfortunately you have an incredible product. But you customer service is the worst I have experienced

Larry H Bof

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Verified Reviewer

Stop shipment

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It is impossible to contact anyone, therefore impossible to cancel or change an order. Worst customer service ever on the internet and phone. Hard to believe a company could be this bad. I have been trying to contact and cancel my order for 5 days and today I get a shipping notice. I will not accept the shipment. Order #MB168202
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Loss:
$980

Preferred solution: Full refund

Don Z Bdx

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Verified Reviewer
| map-marker Texarkana, Arkansas

Teri customer service

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Product is pretty good. But if something goes wrong, you cannot get help. I have ordered parts for my smoker weeks ago. Still no notice of shipping nor have they been delivered. Cannot contact customer service. Totally impossible. Will never buy another Masterbuilt product.
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User's recommendation: Do not buy from master build. You can’t get help if something goes wrong.

Guadalupe M Jcy

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Verified Reviewer

Poor customer service and low quality in the products

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Control panel wont turn on and fan too And the the sensors some time dont work at all and Ned to clearance and check all time
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Loss:
$400
Pros:
  • Easy to use but hard to find solutions onn customer service
Cons:
  • Hard to find solutions all the time
Tim P Lnq
map-marker Stone Mountain, Georgia

No response from service...

Customer service. You all can kiss my *** Terrible customer support Ill just by a new control panel and tell everyone of the poor service
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Tim P Lnq

I’ve filled the online request several times. Very disappointed in your customer service and product.

Could I just have a contact number to speak to a real person. Ive been trying several weeks to speak with someone with no response.
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Loss:
$40
Cons:
  • Customer service getting in touch of master built sucks

Preferred solution: My Masterbuilt smoker worked one time. The control panel does work

Blease Nik

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Verified Reviewer
| map-marker La Plata, Maryland

Horrible customer service.

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No response to my customer service ticket #564114. I was told I would get a response for scheduling maintenance within 5 business days. Today is the fifth business day and nothing from customer service. I have spent over $1000.00 on this grill!
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User's recommendation: Good idea if made by a company that actually cares about their products.

Anonymous
map-marker Wichita, Kansas

Wrong parts

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Ordered part for my smoker. After 2 months of frustration with customer service I received the wrong part. Now it starts over again. Email wait a week for response.
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User's recommendation: Stay clear of this company

Don Z Bdx

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Verified Reviewer

Terrible customer service

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I ordered a part from Masterbuilt weeks ago and not only has it not been shipped. We havent received it or heard anything about it. Been trying to contact master built, and you simply cannot do it. Worst customer service in the world. If I could write them any lower, I would.
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Loss:
$250
Pros:
  • Product is good
Cons:
  • Terrible customer service could not be worse

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t buy from Masterbuilt. If there’s a problem, it will not get resolved.

Dan B Xzh

Poor customer service

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Purchased the Gravity smoker 800. After only 3 cooks either the thermometer or the digital controller malfunctioned. Customer support has not been responsive or cared for our needs. We have been waiting for over a month for a replacement thermometer to be processed and sent.
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Preferred solution: In person customer support and replacement parts to be shipped immediately

User's recommendation: Woukd NOT recommend

Josh R Uat

Terrible customer service!!!!! Non-existent.

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I bought a new masterbuilt fryer, & its missing the power cord, and it's a unique magnetic cord. Cust svc never replied to my requests to send one. After weeks of being unable to use my fryer, I just decided to order a new cord, at my expense... but they never shipped it!! Its been 6 weeks since the order, and no reply to that order inquiry. I've emailed, I've called, I've asked for a refund. They took my money and vanished!! Zero updates for shipping, for eta, anything. Emails get an auto answer from a robot and no human ever does anything.
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Loss:
$25
Pros:
  • Decent products
Cons:
  • Zero customer service

Preferred solution: Full refund

User's recommendation: Avoid buying from them, period!

Eleisha Ymv
map-marker Gridley, Illinois

Digital screen stopped working

Screen can no longer see and wont heat to desired temperature only works with phone app!only used four times before any issues
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James C Voh

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Verified Buyer

Checking on order

Masterbuilt - Checking on order
No response on order status, please have someone respond ASAP. Hope to get a response very soon. Thank you.
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Preferred solution: Deliver product or service ordered

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