MasterbuiltReviews of masterbuilt.com

I have a Masterbuilt 20071117 electric smoker. I love the smoker but I have two parts in need of replacement. First I searched the masterbuilt.com online parts store. When I was unable to locate the parts I needed, I submitted a support request. Within minutes, I received a response telling me my equipment was out of warranty and my support case was being closed. The message did however have links to the smoker's manual, the online parts store, which I'd previously searched, and their FAQ. It looked as if the response I received was a canned response, generated from some type of bot, based on my smoker's warranty status. I replied to the masterbuilt.com Customer Service email address and 1) asked if they actually read the support cases or just sent canned responses and 2) stating that I simply wanted to know if my broken parts had replacement parts available because I could not find them in their online parts store! I'm still awaiting a response from Masterbuilt, though I feel like they won't be providing one! Though I like my smoker, Masterbuilt's customer service SUCKS!!!!! If I could have given them 0 stars, I would have!

I am writing to express my deep disappointment and frustration with the experience I’ve had regarding the Masterbuilt Gravity Grill I purchased for my husband. This was not just a casual purchase it was a carefully planned Father’s Day surprise, something I saved for over time, setting aside money from each paycheck to afford what I believed was a premium product. After much thought, I decided on the Gravity Grill, which cost me over $800, believing it would be something special that my husband would enjoy and use for many years to come. Unfortunately, that excitement quickly turned into dismay. After purchasing the grill, we discovered that the grates we needed to replace were not included, and to make matters worse, they were not available for purchase through Home Depot. I immediately called to inquire about how to order the appropriate grates directly, only to be told that the specific grates required for this model had been discontinued. I was further informed that the universal grates were not compatible with this particular grill. I was stunned. How could a product that cost so much and was still being sold not have the necessary, compatible parts available? It made the entire grill unusable. In desperation, I reached out to both Home Depot and Masterbuilt, hoping one of them would offer a solution or at least take responsibility. Sadly, I was met with a frustrating runaround. Home Depot told me I needed to contact Masterbuilt directly. Masterbuilt, in turn, redirected me back to Home Depot. Neither party took ownership of the issue or made any attempt to resolve the situation. It felt like I was caught in an endless loop of finger-pointing, with no one actually willing to help. At the end of the day, the grill I had so lovingly purchased as a surprise gift for my husband ended up sitting unused in our yard. Eventually, I was so disheartened and overwhelmed by the lack of support that I placed the grill outside with a sign that simply said “Free.” Just like that, $800 of my hard-earned money was gone. What hurts the most isn’t just the financial loss it’s the emotional disappointment. My husband was truly excited about this gift. He was touched that I had gone out of my way to surprise him with something he’d wanted. To see that excitement turn into disappointment was heartbreaking. I genuinely hope no one else has to go through what we did. This experience has not only been frustrating but deeply disheartening. I expected better from both the manufacturer and the retailer. I urge you to take a closer look at your customer support processes and consider the real people behind these purchases people like me, trying to do something special for the ones they love. May I also mention that i lost everything during Hurricane Milton, my roof was gone and I had a tree impale inside my home. How I wished to have that grill to at least cook a few meals on it. However, you live and learn. Buyer beware, I have been reading all of the reviews and I see how many complaints there are regarding the Masterbuilt company, and not one person from Masterbuilt has responded.

purchased the masterbuilt 30"smoker with window and the paint is peeling around the door. they are making every excuse to blame me. even trying to tell me its creosole build up........its only been used 4 times , how can that much creosole build up? dont waste your time or money on these products

My wife purchased me the Masterbuilt 560 smoker and grill approximately a year ago and it's been nothing but problems. The first issue is the controller would not update so it wouldn't connect to the app. Masterbuilt sent me a new controller that was already updated. Second, the paint started flaking off on the inside of the grill. Third, the switches are apparently a design flaw Masterbuilt's aware of but they're aggravating because I have to bang on the top of the lid in order to get the fan to kick on. I used to only purchase Masterbuilt until this, now I'm looking at other options. Don't waste your money on any of these series of smokers/grills or you'll regret it.

I have owned a Masterbuilt smoker for 2.5 years. The control panel ( heating coil) has stopped working twice. I paid $63.99 for the second panel out of my own pocket. Masterbuilt is producing products that they know are defaulted, and will not stand behind their products. Instead they hide behind "warranty has expired" as a resolution. The second panel stopped working 30 days after warranty expired. There is,pattern here.

Customer service is crap control panel went with in a year Customer service didn't want to know do not buy

bought a masterbuilt smoker and the digital control panel quit within weeks. It was replaced on warrantee and smoker worked great until the control panel quit again. After weeks of trying to contact Masterbuilt all I get is emails trying to sell new products and they don't have a phone number for direct contact. I will never buy one of their products again!

Wish I could read these reviews before I purchased my Gravity 560. It only worked for about a year and when I tried to reach out to Masterbuilt for a refund/warranty, never heard back after multiple attempts. Don't recommend this product or the company.