69 Customer Reviews
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Review from Preston B
1 star07/08/2024
Ordered over 3 weeks ago direct from their website and spent over $1,000. I wouldn’t care that much, but they charged the credit card at the time of purchase rather than when it ships. At this point, I have no clue if they are actually going to ship the order. I would beware from ordering from their website
Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
07/23/2024
Hello *******, Thank you for reaching out. I was able to locate your case and I do see that a representative provided you the tracking number for the unit. The unit shipped via *****. The delivery company will call you to set up a delivery time. If you need further assistance please give them a call to get a further update on your tracking. The ***** and ******** shipped via ***** and was already delivered. Please do not hesitate to respond back to your support case for further assistance, We are happy to help!Review from Peyton M
1 star06/18/2024
I am on day 8 with 0 replies from customer service. I submitted a warranty claim request trying to get in touch with someone, anyone, about the issues I’m having with my ******* ****** ***. The automated reply that goes to email stats up to “48 business hours” yet here I am on BBB over a week still waiting on INTIAL CONTACT from a customer service rep. I hadn’t even own the grill a full money and the electronics failed. It was barely even out of the box and already issues and I can’t get customer support to save my life. HELP ME! HIRE MORE PEOPLE OF YOU DONT HAVE THE STAFF TO FIELD THE SERVICE REQUEST. Your website is junk as well, the runtime service can even submit request half the time. The only phone number you can find online is to call and report issues/suggestions with the website and it’s an automated system where you can only leave voicemails but you can’t actually, leave a voicemail, BECAUSE THE MAILBOX IS FULL. like come-on, I can’t make this up. Been a business for 39 years and yet the customer service, quite literally, does not exist. This website seems to block sensitive info so don’t believe me? My case # is ******, help me, or give me my money back.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
06/19/2024
Thank you for reaching out. We are sorry to hear you are experiencing these issues and the inconvenience this has caused. I have reviewed your case and I do see a customer support representative is assisting you. An order was placed for a new digital control panel. The sales order number is ******. Once the order ships the tracking number will be provided to you. If you have any further questions or concerns please respond back to your support case.Review from Chris D
1 star01/17/2024
Ordered a Konnected Joe from the *********.com (do not buy anything from there-see the reviews on them). The grill finally arrived broken 1.5 months later than promised and drop shipped directly from Kamado Joe themselves. Now the retailer I bought it from refuses to process a return and refund my money based on what Kamado Joe is telling them (supposedly). If this is truly the case both Kamado Joe and *********.com are selling defective products (made in China) and not supporting their customers. Do not buy!Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
01/18/2024
Thank you for the feedback. We are sorry to hear you are experiencing these issues with your unit. I was unable to locate a case under the e-mail you have provided. Please fill out a contact us form located on our website www.kamadojoe.com for further assistance. If the damage falls under our warranty, we can submit a warranty claim for the damaged parts. We are also available M-F through our live chat option. Thank you,Review from Chris S
3 stars10/31/2023
After writing two poor reviews on this site Masterbuilt has sent me the parts to fix my smoker. Their message was that even though the unit was past the warranty time they would still send the parts free of charge. The original claim was within the warranty period that was submitted almost 6 months ago. I’m just sorry it had come to giving a poor review to BBB before they would do anything. So good luck to those that have to submit a warranty claim. They really do need a customer service number to be able to explain a problem with the unit over the phone. It would solve a lot of problem but that is Masterbuilts problem.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
11/01/2023
Thank you for your feedback. We are sorry to hear the controller did not fix the issue you where experiencing. I do see a case was created, and an additional part was sent out to you as one-time courtesy. A replacement circuit board was ordered, sales ******. Please be aware the unit is out of warranty, and for any future claims the parts will need to be purchased at that time. Once the order ships, tracking will be provided to you. Thank you!Review from Ray A.
1 star10/02/2023
They have the worst tech support I have ever tried to do business with. I have been waiting for weeks for them to respond to my request.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
10/04/2023
Hello, Thank you for the feedback. I was able to locate the case, and I see a representative has reached out to you. If we can be further assistance, please respond to the support case. Thank youReview from Ronald F
1 star09/07/2023
Good product, however customers customer service is having difficulties getting back to me on any of my issues. All they do is send you a case number to my email but there's no follow-ups. If you tried to call you get a recording thing only online support. If you try to do online chat they never chat with you. Very poor on returning any type of communication. Worst company ever for customer service. My issues have been with the controller 1) Wi-Fi and 2) meat temperature probes not getting set. I cannot get anyone to react. The hours of operation are only when people are at work not when people are weekend grilling and there's issues.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
09/08/2023
Thank you for your feedback. We apologize for the delays, and any inconvenience this has caused. We are so sorry to hear you are experiencing these issues with your unit. I was able to locate your case, and a phone call has been requested to further assist you with troubleshooting. A representative will be reaching out to you via a phone call. f you have any questions or concerns , please respond to the support case.Review from Tim K
1 star09/01/2023
Bought a char-griller ***** from the company website. Arrived damaged (not from shipping, the box was ok) and missing parts. Contacted support in 2 ways and didn't receive a response until after posting a negative review over a week later. Was told I would receive a refund in 7-10 business days and still has not happened. Took more time to get an update and they still don't know if I need a shipping label. It's a 100 pound unit, and regardless, no credit is pending. I'm out a working unit and cannot get a refund. Next step is a credit card dispute of the charges, but it should never come to this. Avoid this company. They don't stand behind their products anymore. Sadly, I just wanted fixed parts to start, now I want nothing to do with them or these units. I won't even looked at the ** lines now over it.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
09/05/2023
Thank you for the feedback. We are sorry to hear you experiencing these issues with your unit. I do see that a representative has reached out and has assisted you. The unit is scheduled for a pick up tomorrow *****/2023 from 12pm to 5pm. A return label was e-mailed over. Once the unit is arrived at the warehouse a refund will be processed. If you have any additional questions or concerns, please reply to your case so we can further assist.Review from Ed N
1 star08/30/2023
As per all of the other reviews on the BBB site for char griller, I ordered parts from them 3 months ago. All parts were listed as in stock at that time. They immediately took my money, but to date, of the 5 parts I ordered, only one has shipped. This part is useless without a couple of the other parts. I emailed them on this, and to date have received no reply. But I do constantly get emails from them trying to sell me more products. ********Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
09/01/2023
We apologize for the delays. A case has been created and a representative has reached out to you. The order is still pending shipment. We ask that you please allow additional ***** days for the remainder of the order to ship. If further assistnace is needed please respond to the support case.Review from Gary A
1 star08/29/2023
No customer service available by phone. An online ticket has to be filled out then you wait and wIt and wait. Still have not heard back. Have sent serveral emails - still not response.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
08/30/2023
Thank you for your feedback. We apologize for the inconvenience. I was able to locate your case, and I do see a representative has reached out. We have cancelled your order, and a refund is being processed. Please allow **** business days.Review from Richard J
1 star08/16/2023
I paid for replacement parts 2 months ago and havent received parts. Char-Griller will not communicate with me after multiple emails. I feel like I am being robbed.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
08/17/2023
Thank you for your feedback. We apologize for the delay in shipping. I was able to locate your case, and I do see a representative has reached out to you. She has informed you the order has been replaced, and due to the inconvenience, we are sending you a new cover. Please allow ***** business days for the order to ship. If further assistance is needed, please respond back to the support case.
Customer Review Rating
1.07/5stars
Average of 69 Customer Reviews
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