ComplaintsforMasterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On *******23 I ordered 2 products online directly from the manufacturer website. The money was immediately taken out of my account and email confirmation of order and no shipping time. Now almost 2 weeks later still no shipping email or update. I have received several promotional emails but no more regarding my already paid for items. The past 4 days I have emailed, called and filed a case and has begged for someone to call me. I want my order cancelled and my money back but no one will contact me.

  Business response

  09/01/2023

  Hello,

   

  We apologize for the delays. I was able to locate your case and I do see a representative has reached out. T the order has been cancelled and refunds are processed within 7-10 business days.  If further assistnace is needed please respond back to the support case. 

  
  Thank you,

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a ****** *** ******* ** * **** **** ******* ****** ***** ********. The product description said it would fit the ****** *** model I have (the Classic ***** but it does not and I'm unable to use the product. I reached out to ****** ***** customer service on *****23 and received an automated message that someone would get back to me within 5 business days. I didn't hear back from anyone so I sent a follow-up message on ****  I have not received a reply to either message and ****** *** does not accept customer service calls over the phone. My customer service case number is *******

  Business response

  08/11/2023

  Hello,

   

  We apologize for any inconvenience. I was able to locate your case, and I do see a representative is assisting you with this matter.  Please reply back to the support case, for further assistance.

   

  Thank you,

   

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *****23 To: Better Business Bureau RE: Masterbuilt Inc. Hello, My name is *** ***** and I am filing this complaint because I am getting no satisfaction from Masterbuilt, Inc. I purchased a digital electric smoker on *** * and six weeks later it malfunctioned. Masterbuilt’s policy is to not replace a product under warranty, but rather send a replacement part. I contacted customer service support about the smoker giving an ERR1 error message and being stuck on 300-degrees and not heating up. They diagnosed it as a faulty control panel. They send a new control panel but when I installed it, the same problem persists. I sent an email and filed another customer service case with Masterbuilt but I have not received a return email – nor a response from customer support. Masterbuilt has no contact phone number so the only way to contact them is through the form on their website or an email. I have done both repeatedly. I am hopeful that you can help me get this issue resolved. I’d like to keep the smoker, I just need someone to help me troubleshoot the issue and fix it – or send a replacement product. Thank you, *** ***** ***** ********

  Business response

  08/01/2023

  Hello,

   

  I was able to locate your case. I do see a representative has tried to reach you via phone. Please give us a call back and the number that was provided over the voice mail.  We will further troubleshoot the issue you are having, and replacement parts will be provided.  We are sorry for any inconvience. 

   

  Thank you,

   

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a grill on **** **** After 2 weeks without any updates I decided to cancel the order. I was then told I was unable to cancel because the order had been processed. I was instructed to wait for shipping confirmation and then refuse delivery. When I got shipping confirmation from Estes, I emailed and called them informing them I was cancelling my order and refusing delivery. They confirmed that the delivery would be brought back to Masterbuilt on **** *****  I have been waiting and emailing for my refund since that time. It's been 30 days now and I haven't been refunded. But I have been told more than once my refund "was delayed" and also "was processed" If the money isn't confirmed to be deposited to my bank account by end of day tomorrow I will file a fraud complaint with my bank.

  Business response

  07/26/2023

  Hello,

   

  I'm so sorry for the delay. I was able to locate your information, and I have reached out to the returns team and provided them with this information.  This will be processed as quickly as possible.

  
  Thank you,

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The shelves of the *********** Digital Electric smoker are a quarter inch short and the shelves fall down. Have not been able to use the unit and Masterbuilt declined to respond to enquiries for help. Not to mention it came with a big dent in the top and the leg brackets covered the screw holes by a sixteenth of an inch, so I could not screw the legs in place. We sent pictures. Masterbuilt is not that and they do not stand behind their product. Not to respond, is the worst.

  Business response

  07/24/2023

  Hello,

   

  Thank you for reaching out. I was able to locate the case, and I do see a representative is assisting you with your case. Please respond back to the case with required information or if you have any other questions or concerns.

  
  Thank you,

   

  Customer response

  08/01/2023

  Brittany ******** from Masterbuilt via [email protected]> responded to my complaint on ****/2023 requesting more information and pictures as to whether there was any damage to the outside of the unit.  There is only damage to the top of the unit.  I responded to Brittany ******** on ****/2023 with requested pictures.  As of yet I have not received a response from Masterbuilt.  Thank you.

  Business response

  08/09/2023

  Hello,

   

  I was able to locate your case and I do see the representative reached back out providing the information required to send out a new body kit. In order to process this, a photo is required of the unit's power cord cut as close to the body as possible. Again, I would like to remind you to not dispose of your product, or any components until your order arrives. Please respond to the support case with the photo, and a new body will be ordered for you.

   

  Thank you,

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase a grill on **** *** 2023 and found out it was missing a part after using, I attempted to contact the company but they no longer receive calls on the phone number provided in their booklet, I attempted their website and filled a form and that cam back that my warranty is expired and they can no longer help(my warranty is not expired) I attempted to reach them on the instant chat and it took my info and said will connect me to a CS agent and the wait time is under 10 minutes and that was four day with no response they haven’t even seem my message. I attempted to reach them on ******** page with no response, I even found their CEO business page and wrote him and you guessed it, nothing, I wrote to their customer service email numerous time and no response. We needed the missing part to be able to use our grill, it is sad that it has come to this but my husband finally gave up and purchase the part today, it is only the grease pan that costed $8 plus the $15 shipping, but this is an unacceptable behavior of a company and they should not be allowed to operate without offering the right support to their customers

  Business response

  07/22/2023

  Hello,

   

  Thank you for reaching out. I was able to locate your case and I do see a representative has reached out to you and will be assisting you. They have offered to send the replacement part and offered a one-time appeasement of an accessory of your choice. 

  Thank you, 

   

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory but only if they actually follow up with their promise, having a grill is useless if the grease pan is missing, so hopefully I will receive it very soon and will update. My complaint about your customer service is still very unacceptable and steps should be made to correct that.  I will update the BBB when I receive what’s promised   
  
  Sincerely,
  
  **** **********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've bought a Materbuilt ******* *** for father's day this year and within a week a latch on the grill became unattached. I've tried calling them and even though their website say they will call within 5 days it's been 2 weeks so far with no response this customer service is just terrible

  Business response

  07/18/2023

  Hello,

   

   Thank you for reaching out. I apologize for the delay. I was able to locate your case and I do see an order was placed this morning for the latch kit. Your order number is ******* Please allow 21 business days for delivery.

   

  Thank You,

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ******* * **23 I ordered a thermostat controlled propane fryer, model *********, from Masterbuilt. My order number is ********* * paid $432.99. I received the product on January ****. Being winter time it was a while before I tried to use the fryer. When I did try to use it I had problems. The thermostat did not work, this is the main reason I purchased this product. Even when I set the control on the highest setting it still would not get hot enough. After several calls to Masterbuilt I finally talked to "George" on **** -23. I was given a case # of ******. George said that he would send new parts. I received those parts and finally got them installed. He said it would be easy. That was not the case. However, after installing new parts I still had the same problem. I sent Masterbuilt an email and requested a phone call. I have very limited access to email. I have never received a phone call but they assigned a new case number, it is ******. I have received messages from them on ******** *********. One that I received was on **** **** saying that someone would contact me within 24 to 48 business hours. The others where promises to contact me. The have my phone number it is ###-###-####. At this point I am done. I have already purchased another fryer. I want a full refund. If they will send me the refund and a box with a prepaid shipping label I will return this worthless product to them. That is the only resolution that is acceptable to me. Thank you.

  Business response

  07/19/2023

  Hello,

   

  Thank you for reaching out. I was able to locate your case and I see that a representative has reach out to assist you.

  
  Thank you,

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: The Representative that contacted me did not resolve the issue. He stated that a supervisor would contact me the next day. That was last week. I have not been contacted since.
  
  Sincerely,
  
  ******* *******

  Business response

  08/01/2023

  Hello,

   

  I was able to locate your case, and I do see your case has been escalated. A supervisor will be reaching out to you soon to assist you with your case. I apologize for any inconvenience. 

   

  Thank you,

   

  Customer response

  08/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Masterbuilt *** ******* grill on *****23 from Masterbuilt. It arrived with major damage to the main body of the grill. I received the damaged grill ****-23. Order *******. I submitted photos of the damage. I received a call from ************* the week of ****-23 I was told the part would be shipped the following week. It is now ****-23 and I have not received any response from Masterbuilt. I have asked them to send a new part, send a new grill or refund my payment of $641.99. Through this whole process I have 4 different case numbers. Why 4? I don’t know! Case numbers started ******** ******** ******** ******* *** *******. I was in a chat with Ashley from Masterbuilt and she forwarded my information to a supervisor on ***-23 and they would give me a phone call. I’m not sure if Ashley is a real person or an Automated response. Regardless I haven’t received a phone call, text or email from Masterbuilt. I’m not sure if Small Claims court is the way to pursue this but I am out of options. They had no problem processing my payment even before shipment. Thank You

  Business response

  07/18/2023

  Hello,

   

  Thank you for following up. I'm so sorry for the delay! I have sent an urgent request on your order. I have escalated your case, and a s supervisor will be in touch. 

   

  Thank You,

  Customer response

  08/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is part of the email I sent them. My case number is ******..I got my Masterbuilt electric smoker and cover for Father Day this year 2023 from my kids. Finally seasoned it yesterday. Got ready to cook the first thing on it today ****** ***** for bbq. Well, the thing wouldn't come on and I checked the plug in, and it was kicked out and wasn't working. So, I reset it and plug it back in as soon as I plugged it back in it kicked it out again, and again and again. I saw page after page and website after websites that people were having problems with their Masterbuilt products.So I thought well this thing is brand new and never been used until yesterday and it already shocked me and won't come on. I got shocked by the control panel right as the plug in kicked out. Also just called the support number and they were no help and your chat box evidently has been deleted from your website. The 1-800 number also said there would be someone contact me withing 24 hours to see what was going on. I filed the first complaint Monday and have not heard from anybody from you company. The manual said it was a faulty control panel. I unpacked it and assembled it 2 or 3 weeks ago and discarded the box so I can't send it back to the seller. Model number **********.. Serial number *********

  Business response

  07/17/2023

  Hello,

   

  Thank you for reaching out. I was able to locate your case and have escalated this for you.  A representative will be in contact via phone to assist with troubleshooting. 

   

  Thank you,

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩