Masterbuilt Overview
Masterbuilt has a 1.7-star rating, derived from feedback provided by 1300 customers. In the Appliances and Electronics category, it secures the 11th position out of 1457 companies.
Rating
Contact Information
Website
masterbuilt.com
Phone
(800) 489-1581
1 Masterbuilt Ct, Columbus, Georgia, 31907-1313, United States
Masterbuilt Reviews
Anonim
Product issue
Can not get a response from customer service. I have been trying to repair my smoker but I can not get any response as to what I should do.
Anonim
Checking on order
I placed a parts order MB175130, on July 15th and have not received an email as to when I should be expecting to receive the items received. I am sure the items are in stock and I would think that a reputable company like Masterbuilt would be able to handle this issue with no problem. Sixteen days with no response is ridiculous. Can someone please tell me when I should be receiving these parts as well as who the carrier will be. Thank you, an unhappy customer.
Hoda
Worst customer service ever
The worst, if you need to get a hold of someone, you are SOL. No phone number though one is listed, live chat is a joke, under 10 minute wait has so far been 4 days and counting, their CS email, no response, their Facebook nope, so how do you replace a missing item? They ignore you until you finally give up and purchase it, so warranty means nothing. Not wasting anymore of my time and never again would I buy from a company that doesnt take care of what they promise
Reginald
Bad smoker
Gravity 1050, the fan stopped working I have tried everything for months to try to get this grill problem resolved, I have masterbuilt products, the gravity 1050 grill and a digital electric smoker. I was told the electric panel would be replaced but have not received it yet. I bought my 1050 gravity grill from home depot. I love your products, I live in Columbus, Ga so I have bought many items in the past. Can someone please help me.
Tanya
No Customer Service
I purchased a propane fryer. Since purchasing, I have never been able to utilize it as the pilot light will not ignite. I have been trying to contact a customer service representative at Masterbuilt for the last two months, to no avail. I am highly pissed that Ive purchased this fryer and have not been able to use it nor have I been able to receive any troubleshooting support from Masterbuilt, this is unreal and unacceptable. I have attempted to reach customer. I keep receiving emails that someone has been assigned and will be reaching out, however despite many emails providing my contact phone number, no one has contacted me. Do not purchase from this company.
James
Never received replacement parts ORDER MB172468
Original review Jul 14, 2023
Masterbuilt Gravity Series 800 controller failed. Customer service never responded to numerous attempts. So with no other choice, I ordered a new one and a temperature gauge from the Masterbuilt website. I paid for them. Receive order confirmation. I haven't received any communication since then. They accepted payment but never sent the items.
Amy
To get in contact with Masterbuilt regarding warranty and faulty equipment
I have filed a claim on Masterbuilt website where I was then emailed a claim number and an automated response that stated someone would be in contact with me within 5 business days on July 4th 2023 I have yet to hear from anyone and reaching customer service by phone is not an option because theres a voicemail system set up that states they do this process only online
Cheryl
Resolved: Poor Communication / Supply Chain Issues
Updated by user Jul 12, 2023
Company fixed the issue and I have been provided with full refund. In addition to posting a critical review on pissedconsumer.com, I filed a claim with my payment delivery service.
It is hard to tell which avenue assisted with the resolution but I'm guessing it was pissedconsumer.com. ;).
Updated by user Jul 12, 2023
Update: After posting this review, Masterbuilt cancelled my order (as requested) and I am now receiving a full refund. I am glad it worked out for me but am still disappointed the company couldn't come through. I hope they are able to regroup as I know they have been a...
Original review Jul 12, 2023
I ordered several products directly from the website. I had to follow up 2 times before I got the main products to ship. However, the balance on the order which only contained accessories remained in unfulfilled status. After much online research, I found small print that states to contact them via their Facebook page in messenger. I did that and received information that my order couldn't be fulfilled because of Supply Chain issues. I requested the order be cancelled and received a reply that someone would reach out to me in the next 24-48 business hours. Of course that never happened. Luckily I used a 3rd party payment system and was able to file a claim to receive a refund. So disappointing as I have waited years to buy my system and was quite excited to finally pull the trigger. It sounds like the organization is understaffed, overwhelmed and behind demand. Still, no excuse to act like an ostrich and bury your head when the going gets rough. I wouldn't have cancelled or even been concerned if they were proactive with their communication. I'll be buying 3rd party aftermarket products instead.
Amy
Masterbuilt Grill Is trash
We bought a Masterbuilt gravity series charcoal grill we were able to use it once where it was working properly. The next use the temperature went way above what was set and there was nothing in the drip pan to make it do this when opening the grill the temperature slowly dropped below the set temperature. We have much difficulty getting the grill lit even using fire starters and the grill keeps stating error codes when we make sure theres no prior residue from previous charcoal the unit was full. We keep our grill covered and out of the weather Worst buy. I contacted Masterbuilt through their website and email was supposed to get a response within 5 business days still nothing. Reached out on Facebook where I was asked to provide Case number where then they said someone would contact me between24-48 business hours still nothing.
Tee
Never got my order and never received my spare part for a machine under warranty! Horrible company!
Updated by user Jul 09, 2023
Never! I would rather drink toxic waste that ever give my money to this band of crooks and con artists!
Original review Jul 08, 2023
Horrible customer service and horrible website! This is the worst company I ever had the displeasure of dealing with! I never had a company this bad before! This is ridiculous! My first hatred that I have for this *** company is they never sent me my order. I placed an order back in early June (June 6th to be honest) and I never got it! Its already July 6th and I still havent received it nor have I gotten any word on when Im gonna get my order! I spent over 77 dollars on a set of cooling racks and a tray and they never sent it to me! This *** company cheated me out of 77 dollars! My second run in with this company is that in never got a spare part for a machine that was under warranty! I have a machine thats supposed to be under warranty and after a long back and foruyh with an agent she said theyd ship me the part I needed for my grill. Guess what? I never got that part! And this was back in June! All I got was some clueless customer service rep named Crystal Fletcher who promised me that my part was gonna come and she placed an order said part but guess what? I never got it! And this was back in June 16th already! She did nothing for me! Never ever buy from this company again! Theyre full of crooks and con artists! Avoid this company of scammers at all costs! Theyre no better than the fake Microsoft tech support scammers that you see on YouTube!
Mathew
My gravity series 800 is not powering on
Although the gravity series is one of the best smokers I've ever used, and as an executive chef that's saying a lot coming from me. The costumer service makes me absolutely hate this grill. it's been over a month and my grill hasn't been powering on. I contacted warranty and didn't get a response as fast as any other company would. There isn't a number you can call and talk to costumer service, which is absurd to me. Once I received an email from warranty, they assumed it was the power cord and I explained that my brother has the same grill which I used his power cord to test it out and it still didn't work. I never got a response back from my reply and what seems like they ignored my reply and still sent out the power cord, which was a total waste. I told them I need a new control panel over a month ago, and I still haven't heard from them. I missed 4th of July grilling because the service at masterbuilt lacks a sense of urgency. I would like to return my product if this issue isn't resolved.
Randy
Never received part ordered
Ordered part # 9900**** lid W/ damper kit. 21 May 2023 Never got a tracking # or anything saying it was shipped. Today is 21 June Contacted Masterbuilt 8-9 times in the last 3 weeks asking for a tracking # . Was sent a number 1Z2AR445039****844 and told package was delivered to New Galilee Pa/ I live in Alabama Contacted UPS and was told it was delivered to Pa but the name on package wasn't mine Masterbuilt sent me the wrong tracking number and now intend to do nothing about it .Iam out Almost $ 40.00 for a part I do not have, Coustamer service is no help at all. They say it was delivered even it wasn't my package that was delivered to New Galilee Pa.
Michael
Resolved: Having problems with my 560 grill/smoker
Updated by user Jun 14, 2023
Company fixed the issue and I have been provided with product replacement.
Original review Jun 14, 2023
I have I'm problems with the temperature control. My name is smokey Wilson. I do lots of barbecue and I have did free advertisement for the master Built grill, I'm interested in a bigger unit the 800 or the 1050. Can we work a deal out? Did you send one out appetize for your free on my webpage?
Anonim
Worst customer service I’ve ever received
I spent close to $800 on a Gravity Smoker from Masterbuilt, assembled the grill, got it going, and noticed that, out of the box, the pizza stone was cracked. Reached out to Masterbuilt through their website asking for a replacement, submitted all of the requested information, and its been over a month without any sort of update on when I should be receiving the new pizza stone. Ive asked for updates and ill Ive received for the customer service rep Crystal Fletcher is the same response about a delay. I asked for her to stop apologizing and actually provide me with tangible information related to my part and she continued to give me the same exact response. Go figure a company like this wouldnt have an actual phone number to speak to a live representative, everything is handled through email or their online chat. So, after, having enough of Crystals repetitive response, I tried the chat function where is was met a similar attitude. The person I chatted with had absolutely zero ability to do anything, kept spitting out the same ambiguous response, the order has not been processed due to delays with no tangible information on when I should be receiving my part, wouldnt provide me with a phone number to anyone I could speak with, and said the only thing they can do is have someone reach out to me in potentially 3 days. When I stated that is mot a suitable outcome on my end, as I am fed up with this type of customer service, they said to bad, someone will call me in three days, and ended the chat without allowing me to respond further. I am absolutely appalled by this sort of treatment and customer service provided to a customer with a warranty issue. Im tired of wasting my time to have to get this part replaced when I rightfully paid for it. Masterbuilt isnt doing me a service (hence customer service), they are providing me with more work because of their inability to provide actual customer service. Im glad I bought this worthless, yet expensive grill well before Fathers Day so that I can enjoy making pizzas with my family, yet Masterbuilt is too busy making more money off of the Fathers Day rush to by grills instead of tending to the warranty claims of the people who have already paid good money for their product! Shame on you Masterbuilt for treating your customers this way!
Mary
Digital smoker not working
Updated by user Jun 03, 2023
The product is not good
Updated by user Jun 03, 2023
The product less than a year and no longer working.
Original review Jun 03, 2023
Hi, my name is Mary. I was purchased the masterbuild digital smoker on Amazon on January 22-2022. I haven't used the smoker for all winter season. I just try to used it now for some reason is not working, power is not on. I don't know what happened. I wonder what should I do? Or I'm still under warranty or not. Please help! Thank you! Mary Le
Alegandra
Replacement part ignitor for mod #2005****
No one answered and i filled out all areas in request on ipad and it says only 90% complete. All starred areas are filled in. I need a push button striker for ignitor