Complaints

This profile includes complaints for Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller has 4 locations, listed below.

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• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  1 Masterbuilt Ct Columbus, GA 31907-1313

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  901 Fontaine Rd Phenix City, AL 36869-7806

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  5032 Milgen Ct Columbus, GA 31907-1311

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  2148 American Industrial Way Atlanta, GA 30341-2429

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this at ******* online on 6/4/25
  Price of ******
  Receive the item on 6/6/25
  
  Received item and the box is great shape went to take item out to install the grill find right off the top the grill grates completely brock the plastic wrap around the item was still intact and taped so called the number on the booklet to find out the reviews are true poor customers service poor quality control this item appears to me it was shipped from factory or warehouse broken there message said up 48 hours on a response unacceptable on 300 product which was a birthday gift and for that birthday party on 6/8/25 very unhappy i gave you all the chance and just like all the reviews i should never gave you the chance and my money now i stuck finding coming up with a plan B for a gift and the party I just want you all to make this right and change the way you deal with problem like this i should beable to call and talk to someone and get the problem solved ASAP not on your time and when you choose i spend 300 bucks for good customer service a a run round to get the item fix exchanged or refund. This is my problem but i feeling like you are making it mine.

  Business Response

  Date: 06/11/2025

  Thank you for bringing your concerns to our attention.
  We would like to clarify that our standard warranty policy provides for replacement parts in the event of damage to new units. In reviewing our records, a customer service representative was able to locate an older customer profile under your name. However, we did not find any active or previous cases in our system related to the damage you reported.
  After further investigation, our representative was able to contact you by phone on June 10th using an updated number obtained during the review process. During that conversation, we discussed the issues you experienced with your order through *******. As confirmed, ******* has resolved your concern by issuing a refund for your purchase.

  Customer Answer

  Date: 06/11/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I feel that the over look of this problem isn't enough as there is ton of reviews of this same problem broken grill grate but a replacement grill will solve the over all problem which is jist covering up a problem with how this grill grate is built cheap as it broke into multiple pieces and there alot of reviews of this same problem I feel it not being addressed 
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned item unopened
  Been wait in for refund for 2 months
  Keep getting run around

  Business Response

  Date: 05/27/2025

  Good afternoon, 

  Our returns team confirmed this morning that the cover and ******* Series *** unit have been received back to our warehouse and the refund request has been sent over for processing. You should receive a refund within 3-5 business days. You will also receive an additional email as soon as this has been completed. 

  Thank you,

  Customer Support

• Initial Complaint

  Date:05/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ******** was placed on 5/7. I have yet to receive a conformation of shipment. Case# ****** was opened via the contact function on the website. I received a delayed response stating that orders would ship within 7 days. It has been 13 days since the order was placed and 8 days since my last response from masterbuilt.

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience this may have caused.
  We want to assure you that your order has been shipped and is currently en route. You can track the status of your shipment using the ***** tracking number provided below:
  

  ***** Tracking Number: **********************
  

  Again, we apologize for the inconvenience and appreciate your patience and understanding.
  If you have any further questions or need assistance, please don't hesitate to contact us.

  Customer Answer

  Date: 05/23/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I followed up once via email and received a canned response. Followed up again and received no response. I had to communicate via Facebook messenger as the quickest way to communicate which was still slow and uninformative. I was told 7-14 well after my order was placed and I would not have received any communication had I not asked. Additionally I PAID for shipping and it was not timely or within the window that was even given by masterbuilt.  I'm requesting a refund for the shipping cost due to the slow and inaccurate communication process. 

  
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/28/2025

  Thank you for your response. Once again, we sincerely apologize for the delay and truly appreciate your patience and attention to this matter.
  I’m pleased to confirm that your order has been shipped and was successfully delivered on May 24th. For your reference, please find the attached image along with the ***** tracking number below:

  *****-**********************

  Customer Answer

  Date: 05/28/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I received the order on 5/24 which was weeks, not days outside of the delivery time frame. I have attached the shipping policy outlined on your website which states that orders are shipped within 5-7 business days. Understanding things happen but the delivery date or any communication was well beyond that. In addition my order that I have waited on showed up incomplete. Missing the main components in the order. Masterbuilt has rectified the situation which is appreciated,however I am still without the correct parts. I am once again requesting a refund of the shipping cost for this transaction. Attached are photos of the order which arrived incomplete, as well as a photo of the Masterbuilt shipping policy stated on the order page. 

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/29/2025

  Thank you for your response. We sincerely apologize for the delay and any frustration this may have caused.
  Your replacement order is currently being processed and is expected to ship within 7–10 business days. Additionally, your case has been escalated, and a refund for the shipping cost will be processed. Please allow up to 10 business days for your financial institution to reflect the refund in your account.
  We appreciate your patience and understanding, and we're here if you have any further questions or concerns.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order parts . After paying at checkout it’s now unfulfilled! Wow at to cancel Oder no phone only email

  Business Response

  Date: 04/24/2025

  Thank you for reaching out. I have reviewed your existing case submitted through our customer support form and confirmed your request to cancel the order. Please note that when parts are available for purchase on our website, they are in stock. Your order was placed on April 23, 2025. As stated on our site, our current shipping time is up to 7 business days. A refund has been submitted for your order. Please allow 3–5 business days for the refund to be processed by your financial institution.

  If you have any further questions, feel free to reach out.

  Customer Answer

  Date: 05/02/2025

  Complaint: ********
  
  
  
  I hereby reject your response, as it fails to adequately address the issue at hand. While the parts were listed for sale, the subsequent communication indicated that they were unavailable, despite my account being charged. I request verifiable proof that the parts were indeed in stock at the time the order was placed. I acted in good faith, purchasing based on the information presented to me, only to be informed later that the items were unavailable. Therefore, I demand either documentary evidence confirming the parts were in stock at the time of purchase or a detailed report of the investigation conducted into this matter. A mere assertion that the stock levels were accurate is insufficient and does not provide the necessary transparency.
  

  Sincerely,
  
  **** ******

  Business Response

  Date: 05/06/2025

  Thank you for reaching out to customer support. We apologize for any inconvenience caused and appreciate your patience.
  Your order was placed on April 23 for replacement parts. As previously stated, all in-stock parts are available for purchase through our website. If a part is out of stock, the website will clearly reflect its unavailability at the time of purchase. Orders typically ship within 7–14 business days. Due to increased order volume, a notification is displayed during checkout informing customers of potential shipping delays. On April 24, you submitted a case requesting to cancel the order if the items were not in stock. Based on the profanity used in that communication, a decision was made to cancel the order. Please note that we are committed to maintaining a respectful environment for our team and do not tolerate inappropriate language directed at our representatives.
  If you have any further questions or require assistance, we’re here to help. No investigation is required as the case has been provided a resolution and a full refund has been processed. 
  

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously owned a masterbuilt smoker for 12 years and had no issues until the element went out. Rather than replacing it i thought i would try the Gravity feed 800 because it was a smoker, grill, griddle. I have owned it for just over a year and there is a flaw in the design. The fan will burn up in less than a year because of the rubber flap thats supposed to shut off heat doesnt stop that from happening. I have to make sure I stock a fan so your ready when it happens, because it will happen. If you look right now masterbuilt is sold out of fans. Kind of tells you they have a problem. I used it 6 times in 2024 and tried to use it in april of 2025 for the first time and noticed the fan was burnt up. Customer service had no answers to fix the issue along would not help me with the fan or flap to repair the 800. There is a design flaw, they will not cover the fan or rubber flap or admit they have a issue. I would like them to reimburse me for my cost since now i worry about this catching on fire and burning my house down. I have approximately $700 into everything with cover ect.

  Business Response

  Date: 04/16/2025

  Hello *****,

  Thank you for reaching out and expressing your concerns. We truly apologize for any inconvenience this may have caused you. I am showing that a representative spoke with you via phone on today 4/16/2025, and a replacement fan and fan flap is being sent. You were also provided with preventative measures to take in the future that would prevent this issue from reoccurring again. Once the replacement parts has been received if further assistance is needed please do not hesitate to let us know.

  Customer Answer

  Date: 04/16/2025

  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

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had issues with not being to control temperature on Masterbuilt ** since it was purchased November 2. We contacted Masterbuilt and they sent a temperature probe which did not fix the problem. We then put in another service order and on Dec 9 under service order ******, Customer service said they would sent a control panel and new temp probe but there might be a shipping delay.
  On Jan 9, I reached out again after not hearing anything for 30 days. No response. On 22 Jan 2025 I reached out again and asked for a response. As of today 4 Feb still have not heard back. This is unacceptable. We have a $1500 unuseable BBQ that is under warranty. The replacement controller and temperature probe order number is ******

  Customer Answer

  Date: 02/05/2025

  Received the controller and probe this morning from Masterbuilt, Feb 5, 2025.  Will install today.  Never got the tracking notification they said they would send that it was shipped or an email from them that it was shipped which would have negated our need to get hold of the BBQ.  This resolves our issue.

  Business Response

  Date: 02/05/2025

  Thank you for the follow up. We apologize that you never received tracking notification or an email. If you continue to have issues with the unit, please respond back to your support case and the support representative will be more than happy to further troubleshoot. 

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After multiple attempts through Masterbuilt's "exclusively" online customer support, I'm not able to get my product support adequately resolved.
  
  Through my own fault, I broke the sensor that controlled the fan modulation. I contacted customer support. The agent provided a part number which was incorrect (Case #******). The part mentioned -- ********** -- was the grill thermometer. The parts page for my grill (**********) has no images of the parts, so I was not able to see what the part looked like.
  
  I opened a new case (******) explaining the issue and providing a picture. Today I received a generic troubleshooting email that was not at all helpful. It did not attempt to address my issue and the "available parts" link still does not show images.
  
  I would like Masterbuilt to provide the correct part at no additional cost -- since I've already paid for the part and shipping.
  
  I purchased ********** (the part given to me on my original request) on order # ******** for $27.03

  Business Response

  Date: 01/06/2025

  Good Morning,

  
  Thank you for reaching out to us and we are sorry to hear you are experiencing this issue. I have reviewed this case for you and we do see that a representative has requested a refund for the incorrect part, this part will not have to be returned. The part you need,  new fan base kit that includes the temperature wire sensor is being sent. The order number is ****** and shipping can take up to 14 business days. Tracking will be provided once the order is assigned to the carrier. If you need any further assistance please respond back directly to your support case.

  Thank you

  Customer Answer

  Date: 01/07/2025

   
  
  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

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding a faulty Masterbuilt Grill/Smoker that I purchased less than four months ago. Despite being a brand-new unit, the grill will not maintain a consistent temperature, which is a fundamental issue for its use.
  When the target temperature is set to 250°F, it frequently drops to as low as 116°F, disrupting cooking and making the grill unreliable for its intended purpose. After experiencing these issues, we contacted Masterbuilt customer service and started a warranty claim. We were assigned a case number, and after weeks of waiting, we received a replacement part that was supposed to resolve the problem. Unfortunately, the replacement part did not fix the issue, and we are still unable to use the grill.
  I am extremely dissatisfied with the entire process, which has left us without a functioning grill for a significant period of time. I purchased this grill as a gift for my husband for our 10-year anniversary, and we have been able to use it for 2.5 months out of the four months we’ve owned it. Masterbuilt sent a replacement part and assumed that the customer would be able to take apart the unit and install it. This is not something a typical customer should be expected to do, and it took my husband over half an hour to complete. The entire process has been incredibly time-consuming. We spent time contacting customer support, waiting for shipments, and attempting to install the replacement part, only to be disappointed when the issue remained unresolved. We are now left without a working grill, and we are unsure what to expect next. Is Masterbuilt going to send yet another replacement part for the same result? We should not be responsible for fixing a product that was poorly manufactured.I find it unacceptable that we paid over $500 for a product that has barely functioned and that the customer is expected to take on the burden of troubleshooting and fixing the issue.

  Business Response

  Date: 01/06/2025

  Good Morning,
  
  Thank you for reaching out. We are sorry to hear you are experiencing this issue. Please, for us to further assist you we would need the email that the customer support case was created under as we are unable to locate a case using the email you have provided. If the case was created under your husbands email/name would we would need that information to continue. The manufacture warranty does not include replacement/refunds but we are more than happy to look into this further. ******************************************* and if this was purchased from a different retailer the unit can be returned to the retailer for a refund/exchange. We are more than happy to send this information to our outbound call center to help further troubleshoot your unit. 

   

  Thank you

   

  Business Response

  Date: 01/07/2025

  Good Afternoon,
  
  Thank you for the follow up. We do see that your husband spoke with an outbound call team member, which went over our warranty policy and is placing an order for replacement parts which falls within the realm of the warranty. As discussed over the phone, an order was placed for a new controller and temperature probe. Tracking will be emailed to you once it has been assigned to the carrier. We ask that you please make sure to install the replacement parts once received so if any further assistance is needed we can be proactive. If further information is needed please have your husband respond directly to the support case. 

  
  Thank you, 
  
  

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  I am waiting to see if this actually fixes the issue. I still think the company needs to rethink its policy of having customers fix issues with their products. What if it were me and I had zero idea about how to dissect a grill? 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Masterbuilt smoker from my local **** ***** on 11/18/24. Following the directions to season the smoker, I used to 11/23 and then on 11/28 and noticed bubbling. Assuming that it was from the meat that was cooked; I went to wipe and the interior paint peeled. I contacted Masterbuilt following their service protocol and was advised to peel the paint, reseason, and use a wire brush if it begins to rust. With less than 10 hours of use and a potential health risk with raw meat and peeling paint, I asked for a follow up. After two email with the escalation and a phone call, the team has been no responsive. I will try to return, but my concern is the health risk and I have other grill products that in years have never peeled. I am afraid to use the unit for health reasons.

  Business Response

  Date: 12/16/2024

  Thank you for reaching out. We are so sorry to hear you are experiencing this issue. I have reviewed your case, and I do see that you spoke with one of our outbound call representatives and they are sending you a replacement body kit. Your order is being processed for shipment. Once the order is assigned to the carrier you will be notified of the tracking information. For further assistance please do not hesitate to reach out in your support case.

  Customer Answer

  Date: 12/16/2024

  
  
  Better Business Bureau:
  
  
  Your engagement sparked the call that had been promised for more than a week. The follow up call occurred on Friday, and as of this email, I do not have confirmation of a tracking number to confirm shipment of the replacement item. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; provided the item is received. 
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this product online almost two weeks, 11/24. I asked for information regarding an estimated delivery date or shipping information. The company could not provide one. As such, I asked for a refund before the product as such since the company did not make the guaranteed promise “if ordered before December 9th will be delivered before Christmas”. The company refused to do a refund even though it does not go against their refund policy. The refund policy does not say anything about canceling an order before it has shipped.
  
  I’m the email below, they cited their Cancellation Policy which did not go to a legitimate webpage on their website.

  Business Response

  Date: 12/13/2024

  Hey *******,
  
  You initially reached out for a status on your order December 3rd and I see that the representative responded on December 4th letting you know that your order had not shipped yet but advised you the order should arrive before December 20th. On December 4th you replied requesting to cancel the order and the same day the representative responded stating that the order was unable to be cancelled due to the order being processed that same day. The cancelation policy on the website states that an order can be cancelled if the order has not been processed or shipped, which again was the reason we were unable to cancel the order. I apologize that you were unable to cancel your order but as the representative stated you can refuse the package and will be refunded once the returned shipment is received.