Masterbuilt Smokehouses Reviews

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About Masterbuilt Smokehouses

Pros
  • User-friendly setup and operation
  • Versatile for various meats
  • Good for small living spaces
Cons
  • Frequent electrical malfunctions
  • Poor customer service experience
  • Limited warranty coverage

Masterbuilt Smokehouses Reviews

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    How do I know I can trust these reviews about Masterbuilt?
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    Page 1 Reviews 0 - 10
    Profile pic of the author.
    Verified purchase
    Customer ServiceCoverageSales & MarketingPunctuality & SpeedOnline & AppMaintenance

    Reviewed Aug. 28, 2025

    I purchased the Masterbuilt Electric Smoker from Amazon. I came and I assembled it on the patio as that was where I planned on using/storing it. I covered it with a smoker cover I also purchased on Amazon at the same time. I didn’t have time to actually use it until several weeks later. When I uncovered my new smoker, I immediately noticed that the electronic control module had melted. The plastic housing had literally deformed from being in the sunshine under a smoker cover. I went to the Masterbuilt website as directed by their automated recording you get when you call their phone number. I filled out the form …. 3 times and each time when I hit “submit” it goes to an error page. No ad blocker. No pop up blocker. Just a broken customer service form link.

    I then tried their chatbot. It’s just a menu driven automated service. If your problem isn’t listed in the menu, then you just wasting time. There is no option to type in your question or text. Next, after looking elsewhere on the internet, I found an email for product support. I emailed them with details of my issue, the model number and serial number, photos of my receipt, damaged controller, brand new electronic smoker and even a screenshot of the error page from their online form. I got a response from Rose at customer support asking me to send her the model number and describe the issue I’m having! I sent another email with all the information I had already given in the first email again. I’d give it zero stars, but it wasn’t an option.

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    Masterbuilt Smokehouses
    Response from Masterbuilt Smokehouses

    Hi Danny,

    Thank you for bringing this to our attention. We sincerely apologize for the issues you have experienced and we would be happy to look into this for you. Please look out for a private message shortly.

    Verified purchase
    CoverageMaintenance

    Reviewed July 10, 2025

    I purchased a Masterbuilt smoker from Amazon model MB20077618. Just a small electric smoker that I would like to have used on chicken and sausages. Nothing huge. I used it exactly 2 times, on the third time, it quit getting hot. I wrote to Amazon and received a new heating element. I thought it must be an isolated incident. Received the next one and use it maybe five times and again it stopped working. I realize that I only spent two hundred seventy dollars on this smoker, but it's insane and clearly has an issue. I don't believe they even sell this anymore since 2024. This smoker has always had a cover on it. And has hardly been used and now it's a piece of junk sitting on my deck. I specifically purchased this for Masterbuilt because they are such a reliable name. But not in my instance, and not with this smoker.

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    Masterbuilt Smokehouses
    Response from Masterbuilt Smokehouses

    Hi Paula, thank you for bringing this to our attention. We would be happy to review your information to get your unit back up and running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

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      phil increased rating by 1 star.
      Customer ServicePriceOnline & AppMaintenanceStaff
      After a positive interaction with Masterbuilt Smokehouses, phil increased their star rating on July 9, 2025.

      Updated review: July 9, 2025

      Heard back from Masterbuilt that my part is shipped. Once they got involved, they were more responsive. I think they still have a way to go to improve the customer experience. The fact that they responded and solved the problem makes me believe there is hope!

      Original Review: June 20, 2025

      Bought a Masterbuilt Gravity Series 800 a year ago. Last used on Thanksgiving 2024. Went out to use it this year for the first time on Father's Day and controller did not work. We were hosting my entire family for a BBQ. Tried calling for help but they do not accept phone calls. The Chat box was useless. Sent an email but have not heard back from anyone. Home Depot, where I bought it, told me it is a Masterbuilt problem. This is an expensive piece of equipment to be sitting around, not being used. I am sure we could get it back up and running if I could get someone to help me. I think I need a new controller, but there isn't any listed on their website for my particular smoker. Not sure where else to go at this point, but from all of the reviews I have seen on the various websites, I am not alone in my frustration. I have never experienced anything like this.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Phil, thank you for bringing this to our attention. We would be happy to review your information to get your unit back up and running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

      Customer ServiceTimeliness

      Reviewed June 2, 2025

      My wife bought the smoker I have always wanted for Christmas, it didn't come with a chip tray and I had tried many times to contact customer service via email or customer service number, no response, I told my wife never to buy anything from Masterbuilt again. This company has bad customer service. I love the smoker but I'm missing a part and cannot get in touch with anyone from Customer service to save my life, customer service is no good. DO NOT PURCHASE ANYtHING FROM MASTERBUILT. I will give it 0 stars. Signed disappointed customer

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Dedrick, thank you for bringing this to our attention. We would be happy to review your information to get your unit back up and running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

      Larry increased rating by 2 stars.
      Customer ServiceTimeliness
      After a positive interaction with Masterbuilt Smokehouses, Larry increased their star rating on Aug. 15, 2024.

      Updated review: Aug. 15, 2024

      They sent me missing parts.

      Original Review: Aug. 6, 2024

      Masterbuilt Support Case #: **. No response from them and no way to find out status of case. No way to get ahold of a real person. You would think that at minimum they would put a way to look up case number on the web.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Larry,

      Thank you for bringing this to our attention. We would be happy to review your information to get your unit back up an running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

      Customer ServicePunctuality & SpeedRates

      Reviewed June 20, 2024

      I wish I could rate them a NEGATIVE!!!! I HATE THIS COMPANY. I went against my gut and bought a smoker for $350... It worked 3 times and malfunctioned. Emailed and they still haven't responded 6 days later. Sent a message through Facebook and they sent a generic automated response saying cases are taken in order. Well they obviously have a TON of bad products out there or it wouldn't take so long. Had my smoker less than 2 weeks and can't get a resolution. Absolutely pathetic.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Dee Dee,

      Thank you for bringing this to our attention. We would be happy to review your information to get your unit back up an running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

      Profile pic of the author.
      Customer ServiceCoverageMaintenanceTimelinessSales Tactics

      Reviewed June 18, 2024

      Bought my Masterbuilt 30 smoker less than 2 years ago. Had issues from the start. Put in multiple claims but they kept pushing the issue. Only temporary fixes if any response at all. They asked me to open up and swap internal components. Sounds safe. My unit is out again and they closed it because it is out of warranty! It’s out of warranty because they kept pushing what they should have done which in the first place, which is to replace the whole unit. Customer service is nonexistent. I tried Facebook and kept being told they were working on my claim. No response through email. No phone number to contact. I wish I could say I was the only one but this just seems to be how they operate as a business.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Matthew,

      Thank you for bringing this to our attention. We sincerely apologize for the issues you have experienced and we would be happy to look into this for you. Please look out for a private message shortly.

      Customer Service

      Reviewed May 15, 2024

      "I have attempted to contact Masterbuilt multiple times without success. After resorting to sending a message through Facebook, I finally received a response from customer service. However, despite my efforts, I have yet to receive an estimated time of arrival for the products that were under warranty. It has been a week since I last heard anything from customer service. The website advises customers to reach out if they haven't received a tracking number, which I have done, but unfortunately, I still haven't received a response. BBB is next for me to contact.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Athena,

      Thank you for reaching out. We are very sorry to hear you have not received a resolution. Please look out for a private message so we are able to assist you.

      Profile pic of the author.
      Verified purchase
      Customer ServiceStaff

      Reviewed May 4, 2024

      If I could give a 0 I would. This thing started off great. The reviews and research I’ve done must’ve been when you first purchase this thing. I’ve now had it for a little over 2 years. It’s well taken care of and maintained and now the fan won’t ever turn on. Somehow the hopper holds an exorbitant amount of moisture to the point it’s completely rusted on the inside of the hopper. Customer service is unresponsive and useless. I’ve seen several troubleshooting lists and they don’t really work. You can be in the middle of a warm-up or in the middle of a cook, the fan just shuts off for no reason and deems your BBQ useless. Don’t get this grill. I’m giving mine away.

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      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Ahmad,

      Thank you for bringing this to our attention. We would be happy to review your information to get your unit back up an running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

      Customer ServiceOnline & App

      Reviewed May 2, 2024

      If you have a problem with Masterbuilt you're screwed. Their website is terrible. Impossible to talk to a person about parts or service. Go ahead and call the customer service # 706 921 3140. Good luck. If nobody answers that # then you know.

      Thanks for your vote!
      Masterbuilt Smokehouses
      Response from Masterbuilt Smokehouses

      Hi Keith,

      Thank you for bringing this to our attention. We would be happy to review your information to get your unit back up an running as soon as possible. Please look out for a private message shortly. We do apologize for the trouble this has caused.

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      Masterbuilt Smokehouses Company Information

      Company Name:
      Masterbuilt
      City:
      Columbus
      State/Province:
      GA
      Postal Code:
      31907
      Website:
      www.masterbuilt.com