MasterbuiltReviews of masterbuilt.com

I purchased a Masterbuilt smoker together with the Cold/Slow Smoker attachment, and I am extremely disappointed with the design and performance of this setup. First, the smoker cabinet is far too small for anything reasonably large. If you want to smoke whole fish or larger products, the usable interior height is simply inadequate. Second, the Cold Smoker constantly chokes itself out. The wood chips stop smoldering properly, then the unit reheats and produces a huge burst of smoke. The airflow design is poor, and the system is badly engineered for stable cold smoking. Another major problem is the way the Cold Smoker connects directly to the main hot-smoking cabinet without a proper long cooling duct or separation system. When the Cold Smoker is attached directly to the cabinet, the main smoker heats up significantly. Instead of keeping the product cold while smoking, the cabinet starts heating and essentially cooking the food inside. In my experience, this setup is poorly designed for serious cold smoking and is not suitable for larger products. I would absolutely not recommend buying this system if your goal is proper cold smoking. This was a very disappointing purchase.

Bought a gravity 900 from Costco. Spent 2 days putting it together. When I tried switching it on, it had 2 error codes: overheating, and main temperature sensor fault. Took the main temperature sensor out, and tested it. It was open circuit. Sent masterbuilt a message on their web form, explaining the problem, and mentioning that it should've really been tested before leaving the factory, and requested a new sensor. A week later, no reply. So I sent another email. It's now 19 days later. Still no reply. So now I've got to arrange to send it back to Costco fully built, as I'm not taking it apart again. The barbecue itself might be good, I don't know. The customer service is non existent, so for that reason I would never recommend buying a masterbuilt product in future.

The instructions to build are dreadful; dark print/images make them difficult to follow, alongside poor instructions, important information missed & left to guessing/assumption. Parts of the image in instructions suggested ‘loosen screws’ - tightest screws I’ve ever dealt with, if you expect these to be loosened, why bother putting them on. Can’t even get them to loosen! Perfect business model to reduce refunds/returns, ie make it impossible to put together without damaging so it can’t be returned!

The worst company ever. Don't buy from this scamers. Their customer support service is not existing. I tried to get in contact with them from more then one week thru their shit contacting system. DO NOT buy from this scamers company !!!!!!

I tried to cancel an order two days before shipping. I emailed them to the email that was on the site also called their Georgia office number and chat system. The website does not give you a cancellation option on contacting them. Only for issues with product etc. They shipped my item out anyways and claim they never got any notices. I’ve had a master built smoker for over 10 years sans soak highly of their product but the customer service is horrendous.i was told to reject the shipment on arrival. I simply want to return it with a return label. The response time is very slow from their customer service. I did get the replacement part very quickly at least.

Have a Masterbuilt gravity BBQ and rotisserie motor. Both within warranty. The griddle of the BBQ cracked with normal use and the rotor motor stopped working after a couple of uses and all balanced correctly. Contacted support and not a response (apart from the automated one) For the cost you would expect decent customer support but doesn’t seem to be the case here.

They charged me over 15.00 to ship a small drip pan and it's been 11 days and nothing is here yet. Their making money on shipping. No customer service. Their smokers are cheap and don't last. Won't buy again. Garbage.

They have 0 customer service. Been waiting 9 days for my items that have not shown up. Overcharges on shipping. High shipping fees slow shipping. Their making money on shipping too. Will never buy from them again. Their smokers are cheap and don't last. Don't recommend this company to anyone.