MasterbuiltReviews of masterbuilt.com

You cannot talk to a Masterbuilt customer service representative you must fill out a form on line. I have done that several times and have NEVER received a response.

I bought a Masterbuilt in 2021, it started leaking grease within 6 months. Their support is nonexistent. Their app is total garbage. Buy something else.

I am stating how dissatisfied I am with your complete lack of customer service. Kept telling me to replace components to repair unit. First replace the controller, I did. Next replace the element, again I did. Then, replace the circuit board, I did. Spent over $225.00 on parts, then they tell me to replace another component that will cost over another $200.00 which apparently contains the components they just had me replace. New unit is $400.00, will not purchase another Masterbuilt unit. They need to do a complete overhaul of their customer service department. Its like nobody cares about the customers. The majority of the ratings I have read about them, is very negative. Masterbuilt is only interested in taking your money and does not care if what they sell works or not. STAY AWAY FROM THEM. I WOULD NOT BE SURPRISED IF CUSTOMER SERVICE WRITES THE ONLY POSITIVE REVIEWS THEY HAVE. They certainly have time because it takes days to hear back, and all you get is replace this part. No other information. Figure, they are only reading STAY a list of answers and don't have any idea how to handle any issues. User's recommendation: STAY AWAY.

I have been waiting a month for my replacement control know and igniter that was paid for. They do not respond to my inquiries. This is a minor item, just think if it was a major problem. I could have gone cheap and purchased a generic one but I chose to get an OEM. Please respond Masterbuilt

Ordered two chip trays for my smoker more than two months. Attempted to contact customer service multiple times with no answer. Finally had to file a dispute with PayPal. Got a refund for the purchase but right after that, customer service finally contacted me only to tell me they gave me a refund with no apologies or anything. Need the chip trays but can't order them from their website. Incredibly frustrating.

I can't even tell you if the grill works well or not. Ordered directly from them and body showed up damaged. They are sending a new body which means I will have to some how disassemble the hopper to move it over to the new body. WHEN and IF it ever shows up. Contact support to see when the body will ship and all they say is part is available, shipping is backed up. First and LAST masterbuilt I will ever buy.

Once again, I am stating how dissatisfied I am with your complete lack of customer service. My propane smoker is just a piece of garbage; the people at Masterbuilt are not much better. They were going to send me a burner, but it's back-ordered, which I do not believe. I have had a propane smoker since last summer that Is not working. $ 350.00 wasted. Do you think they care? This is the second piece of crap I have purchased from this company an electric smoker that just tripped the circuit breakers. Masterbuilt is only interested in taking your money and does not care if what they sell works or not. STAY AWAY FROM THE PEOPLE. I WOULD NOT BE SURPRISED IF CUSTOMER SERVICE WRITES THE REVIEWS; they certainly have time because they do what they are there for. CUSTOMER SERVICE

The smoker is not bad when it works. But they do not last long. By the time it needs work or parts it's not supported anymore. Also, getting a hold of them you might as well forget it. I'm in the market for another smoker but i do not want to go thru this again. Good smoker but horrible customer service and parts availability.