Masterbuilt Smokehouses Reviews

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 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.

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!

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

They sent me missing parts.

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.

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.

"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.

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.

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.