Masterbuilt Reviews 38

I have had two Mastebuilt Electric Smakers with Bluetooth and meat probe..Both Smaokers gave me endless issues with the Controllers. Masterbuilt will.not and does not have Phone.Support and they are not supporting most of there controllers. Masterbuilt no longer sales the controller. They could careless!
PLEASE CONSIDER BUYING ANOTHER BRAND. I know its made in China but Masterbuilt is here.in US. They do not care.about you or qualityof their product.

Electronics on all of thier units is junk! Buyer beware....if you buy one you'll just be replacing it in less then a year!

Got a smoker for Christmas and the label (sticker) that labels the buttons and tells what each button does, fell off and blew away in the wind ONLY 2 WEEKS LATER. I could not find it in the yard.
Talked to someone at Masterbuilt a month ago and he said he was sending out a replacement label, but it never showed up and they dont answer their phones and they never return emails. BEWARE!!!!

5 years ago master build smoker you put wood chips in not pellets not complicated it's electric and electronic but they make the electronic part complicated I thought it would be neat to have a Bluetooth to my phone but the Bluetooth doesn't work more than a few minutes and then sometimes the smoker shuts off biggest waste of money I ever spent about 350 buck piece of junk that's accurate the only reason I gave it one star is because you can't give it minus 10

I’m extremely disappointed with my experience trying to get a replacement part for my Masterbuilt fryer. I reached out to customer service for help, and because my fryer is out of warranty, the response I received was basically, “check our parts website.” That would be fine if the part I need actually existed there — but I clearly explained in my email that it isn’t listed on their site or on Amazon.

What frustrates me most is the bigger picture. Companies constantly push the idea of “support American businesses,” but then when customers actually need support, we’re left on our own. It feels like once they have your money, that’s the end of the relationship. No real help, no effort to find a solution, just a generic reply and good luck.

I genuinely want to support American brands, but experiences like this make it harder and harder to justify. When a company can’t even help locate a simple replacement part, it really makes you question where that loyalty is supposed to go.

Masterbuilt is no longer a grill/smoker company dedicated to making outdoor cooking products. It was "acquired" by a company named Middleby that uses its name reputation to sell poorly constructed products with planned obsolesence and not even an adequate replacement parts program. Your experience will be costly, frustrating and disappointing. Buy a used decades-old Masterbuilt and rebuild/restore it OR go with a reputable modern manufacturer.

Masterbuilt is selling grills that they know are faulty and will die within a month of using lightly. They will tell you the grill has a bad “controller” and they have so many bad grills that they are on backorder…going on a month and a half, or more, in back order.
So now I have an 1800 dollar lawn ornament that I cannot use, and who knows how long until a “replacement controller” will last if they have so many going bad currently, and for at least a year from my research on the web.

I have been contacted and will be getting my hardware kit so I am upgrading my stars to a 3 until delivery is complete, but I am happy to have found a live human respond to me. Maybe this was an aberration. I am excited and wi update accordingly disregard the following for now
(I have purchased a masterbuilt gravity series. Opened the box and it was missing the hardware. I had no numbers to call so I went to their site and explained that I purchased it over a month ago… they wanted my receipt photo as proof and of the serial number as well. Then emailed me that I’m out of warranty and the ticket is now closed. These grills are more than $700 , I would imagine there wouldn’t be a problem with receiving screws not put into the packaging. If I could give a negative 1 I would. I expected better from this establishment. I guess this is a reason some stores don’t carry it anymore. I expected better.)
Got the screws

Explained a part I was needing was not avaiable on theri site or general internet seach. Asked could they recomend where to get it or what other way I could bypass it (Chip Loader). Got email response saying "we have closed the ticket" you can get parts on our website. Clearly closed ticket without ever even reading it.

`Do not buy a masterbuilt products , if come across any problems like I have on my gravity XT lid, then good luck with it, you will have to submit a case note and then wait for days, to be told noting can be done as it doesn't fall under warranty, seriously you spend a lot money on a product, and to be told this.

Absolutely shocking company with zero customer service and poor quality.

Built my BBQ (adding screws I bought because some were missing). Impossible to get the WiFi connection working so app is useless and as a result some cooking features. Masterbuilt uninterested in helping solve the problem despite my deliver repeadly pushing them. Cannot register my warranty with them because Greece is not in their system even though they sell there.

Buy with extreme caution these guys are real American cowboys!

2 months for replacement parts!!
Forget it.
Returning the smoker and going with another brand.

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.