ComplaintsforMiddleby Corp

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Masterbuilt gravity fed grill used it 3 times and now it will not work. I registered the product as directed. filled out the warranty information. waited over 5 business days and still no response. you cannot contact them or speak to anyone. ZERO customer service. I spent over $1100 at ********** for the product.

  Business response

  08/23/2024

  Hello *****,

   

  We are sorry to hear that the unit is not functioning as expected. We did see that a representative is currently assisting you with troubleshooting the unit and will continue to assist through case ******. For refunds or exchanges, this must be processed through the retailer, ********** as we assist with all warranty claims within the 1-year warranty period. 

   

  Thank you,

   

  Customer Support 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a masterbuilt 710 wifi smoker from Amazon on 5/9/24 the order total was $321.43. The WiFi capabilities on the smoker have not worked since day 1. I have gone back and forth with their customer service on troubleshooting the issue. The issue has not been resolved and customer service has closed the case. I suppose they are not worried about coming up with a solution since they kept the troubleshooting going until the window for me to return the item expired. I would like a full refund from Middleby/Masterbuilt, but Amazon won't take it back at this point.

  Business response

  08/12/2024

  Hello *******!

   

  I am really sorry to hear of your recent experience with customer service. I will be calling you today to discuss a resolution for your case and I will offer a response on the assigned case if you are unable to take my call today. 

   

   

  Thank you,

   

  Customer Support

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I am told I will receive a refund in 2-3 weeks, I will then be satisfied. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased a ************************** Konnect and from day one it was tripping GFCI. I was told to change the outlet, change the extension cord unfortunately now those worked. Couple of days later the fen became extremely loud. At that point I was told that I am being sent a replace basement parts that I need to replace myself. I asked for technician to be sent to my house and take care of the task. I was told such a thing is not available. I have no training in electrical engineering and I had to not feel comfortable doing it myself. According to the manual I was sent in requires exposing the inner parts of the electronic marginal exposing wire changing connections. I have a fear of being electrocuted and I do not feel like doing it myself. This is unacceptable given that this is a 2000 dollar equipment that comes with no on site service. This was not advertised as dual yourself equipment.

  Business response

  07/09/2024

  Dear ******,

  Thank you for reaching out to Middleby Residential about the issue you're experiencing with your Kamado smoker. We sincerely apologize for the inconvenience this has caused you.
  

  An agent will be in touch within 24 business hours to discuss the problem in more detail and explore resolution options.

  Sincerely,

  Middleby Residential

  Customer response

  07/15/2024

   
  Complaint: 21881887
  
  I am rejecting this response because:

  Company completely ignored my complaint and provide no solution 

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

   

   

  Business response

  07/17/2024

  Hello ******,

   

  We have reviewed the full case that was submitted to ************* and see a representative responded multiple times on Case ******. The understood that you did not want to install the replacement parts that have been provided and confirmed successfully delivered. Per the manufacturer`s warranty, replacement parts will be provided and shipping costs covered. All replacement components would be installed by the purchaser and any costs of labor are not covered. You did state that the retailer did not provide you with the terms and conditions of warranty and was advised to contact the retailer for any questions regarding the installation as the warranty covers replacement components only. We have included the tracking information for the replacement element to be installed below. We have included a link available on *************`s website to install the element as well as the warranty terms and conditions. Regarding the fan sound, a video will be needed so a representative can review and assist. Please make sure to submit video to case ****** so the assigned rep can provide continued support. 

  ************************************************* terms

  FedEx tracking:276092820656
  

  **********************************************.myshopify.com/**********_ElementPlug_mobile.pdf-Element installation

  Thank you,

  Customer Support

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Char-Griller (owned by MiddleBy) on 4-15-2024 They immediately charged my credit card $145.70 I have contacted them 3 times from their website as no phone number is listed on the website to call. No one is responding to my emails. No one is shipping my items.You can't charge someone for items and then NEVER ship them.No option to cancel the order from the website. I need a refund as the items were NEVER shipped.Order CG310477 Order placed on April 15, 2024 at 10:34AM

  Business response

  04/29/2024

  Hello *******,

   

  We are sorry to hear that you have experienced a delay with your most recent order. We are currently transitioning our warehouses, and this has caused a longer delay than expected. As per your request, we have cancelled the order and issued a refund. Please allow 3-5 business days for the credit to process at your banking institution. Again, we do apologize for any inconvenience this may have caused and appreciate the opportunity to provide you with a resolution. 

   

  Thank you,

   

  Customer Support

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need some help. I have a $2000 ************* Big *** 2 - 400+lb grill that is unusable because Middleby (the owner of ********************) cannot replace a part in a timely matter. I have been trying to get this part since November 23 and I still have not had the part replaced. The part has failed and it absolutely in the warranty period. If you cannot replce the part, they need to replace the whole grill. I am tired of looking at a useless 400+ lb grill that is useless to me. Considering the money that has been spent on this grill with a limited lifetime warranty, it's inexcusable that I am still waiting on a part imperative to make this unit function.

  Business response

  03/07/2024

  Good Morning,

   

  We are sorry to hear that you experienced a delay regarding the cast iron grate. We did review the order and it was entered by the representative on 1/3/24 due to waiting for registration completion. The grate is estimated to arrive by the end of this month. For your patience, we have processed an order for 2 bags of charcoal and a box of fire starters. Tracking will be provided by the carrier once assigned. Again, we do apologize for the delay that you have experienced, and we appreciate the follow up. If you have any questions, please respond to Case 701875 for continued assistance. 

   

  Thank you,

   

  Customer Support

   

   

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint to Middleby as the are the parent organization of ************* and because ************* does not have their own designated page on BBB.org. This complaint is in regards to a grill accessory purchased from Kamado *** known as the iKamand, a device that allows the purchaser to control the grill temperature remotely using an app. I purchased the iKamand on October 8, 2020 from www.kamadojoe.com. To use the iKamand, the purchaser is required to download and install the iKamand app and create an account. Upon login, the purchaser is able to choose a myriad of options to control the iKamand. The iKamand does not function without the app, and the purchaser must log in to the app to connect to the iKamand.Recently, I discovered when attempting to use my iKamand, that the app has been removed from all app stores with no replacement provided. Additionally, the login servers have are no longer available thus rendering the iKamand non-functional as the purchaser cannot connect to the iKamand without logging in to the app.The iKamand came with an eye-watering $249 price tag because of its premium functions, and has now been made completely and deliberately non-functional and must be replaced.I am seeking a full refund of the iKamand as a result of this deliberate action to remove functionality from the unit.

  Business response

  01/17/2024

  Dear *******,

  Thank you for contacting Middleby Residential regarding your *************. We are sorry to learn of the issue you have encountered. Your information has been forwarded to ************* and an agent will contact you in 24 to 48 working hours. Please accept our apology for the delay. 

  Sincerely,

  Middleby Residential 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an electric smoker from *********** who is owned by Middleby (there is no *********** Smoker business on the BBB lists of companies)The unit that arrived was damaged beyond use. **************** states they don't offer returns but will offer parts to fix the unit. As the unit cannot be repaired we are now at an impasse in emails with customer service who isn't replying to our case. This is further aggravated by no possible way to call this company - only to leave messages for them to call the customer whos is our hundreds of dollars and an unusable machine. Upon further research, there is massive agreement that the customer service ********** of *********** is horrendous and notorious for these types of actions against customers.

  Business response

  10/10/2023

  Dear ******,

  Thank you for reaching out to Middleby Residential regarding your Masterbuilt Smoker. Your information was forward to Masterbuilt, and we see that Masterbuilt has reached out to you for assistance. If you are still needing assistance, please let us know.

  Thank you,

  Middleby Residential

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this L500REF lynx Sedona Refrigerator serial number ********/******** from them and It was delivered 4-10-2023. My first call to them about the problem was 4-14-2023. Its a fridge with no freezer and freezes everything in it.They have replaced the thermostat twice now and the temperature gets to 12degrees no matter where the setting is. My distributor told me I need to get ahold of the manufacturer but they ******** between people and message numbers. No one will handle it or return a call. I paid $1540.80 for this and have never been able to use it. It's been 4 months! My wife said it's an expensive boat anchor.

  Business response

  08/15/2023

  Dear ******,

  Thank you for reaching out to Middleby Residential regarding your Lynx refrigerator.  Please accept our apology for the late respond and we also see that a customer care agent has been able to assist you with a resolution regarding the matter. If we can be of farther assistance, please feel free to contact us at ************ option 3. 

  Thank You,

  Middleby Residential

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  11: 30pm - 06/14/2023: Bought a charcoal grill from Masterbuilt website, with model number MB20040819, and serial number 05-08-21, for the sum of *************** - 06/14/2023: Received Confirmation email on my ************************ reflecting my purchase, and charge consistent with the amount of $286.19. Order number of MB169210 also reflected in email. 3:59pm - 06/24/2023: Package is received and upon assembly it is evident that an integral component part of product is defective. As described in product manual, part is side frame of grill grate holder. The holes on this frame does not align with the other component parts that make up the grate holder. This flaw renders the entire product unusable and thus defeats the purpose of purchase. 8:20am - 06/25/2023: Registered product on Masterbuilt Website in view of filing a complaint. Filed said complaint on the Contact Form, delicately emphasizing the issue and requested a replacement part. Sent in all the photos requested of me to help with the claim. At 8:37am got a confirmation email, and a case number ****** was issued for the complaint. 12:44pm - 06/30/2023: Got email from a ********************************* from customer service asking that i send photos, AGAIN, before I can be assisted. So, at 12:53pm, same day, I sent her all the photos requested. It's gone quiet again ever since and I have no confirmation that ill receive a replacement part or instructions on how to return the product and receive a refund. All I want is for the Company to help resolve this. Will they send a replacement part? Do they want their product back? if they want the latter, how do we facilitate the return process because the product is out of the box. I can't use the product due to the defect, and there's no communication from the company about how to resolve the issue and move forward.

  Business response

  07/11/2023

  Good Afternoon,

   

  The representative responded on 7/7/23 about the cooking grate frame being unavailable for replacement. What we can do is ship a full grill since we cannot provide the replacement component. Please let us know if this is how you would like to proceed so we can further assist you. 

   

  Thank you,

   

  Customer Support

  Customer response

  07/13/2023

   
  Complaint: 20275808
  
  I am rejecting this response because: it is true. A *************************** from Masterbuilt customer service did send an email suggesting I will be sent a new grill. I have replied her with options with the most preferable being the defective part to be shipped which she has agreed to doing. 
  

  Not to bore you with the back and forth I received an email today the 7/13/2023 that the mistake was on their end that they (Masterbuilt) thought I ordered a Kamado Grill. She apologised and stated in the mail she will have the part shipped to me but its contingent on me showing documentation about dropping the dispute on my credit card with my Bank.  
  

  I have since replied that if there was a guarantee I would receive a functional replacement part upon dropping said dispute there wouldnt be a dispute in the first place. As advised from my Bank, I should have part in hand and satisfied with it , before dispute is dropped. Now all I can do is wait for the part. 
  

  I do reiterate that they have agreed to ship out the replacement part contingent upon receiving documentation of bank credit card dispute being dropped. I have unequivocally and with all sense of responsibility disagreed with this line of action as I do not wish to go through all this again should Masterbuilt stop sharing correspondence once dispute is dropped. If I did not involve the BBB or the Bank I would not have received 2 emails in one day. On that I say thank you, Better Business Bureau.

  Sincerely,
  
  Tide Bada

  Business response

  07/21/2023

  Good Morning,
  We appreciate your feedback and the opportunity to provide you with a resolution. We did see that it was notated the replacement part would be shipped with tracking number 1ZA2R4450310966705 and confirms today that it was successfully delivered. Please respond to your case if you have any additional questions regarding the warranty or this part replacement. We apologize for our delayed response on your prior case and appreciate your patience during this time. Please confirm that you have received the replacement part on case 563705. 

   

   

  Thank you,

  Customer Support 

  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,
  
  Tide Bada

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Viking Series 5 Side by Side refrigerator and from the time of installation have had problems. At the outset the manufacturer, Middleby, was responsive and sent technicians to attempt to resolve the issues - broken fans, broken thermister, incorrect mother board etc etc.This has been going pn for 2 years. Recently the y are totally non responsive. **************** does not respond. Regional Service Manager (***********************) does not respond. EVP (***************************) does not respond. Even though unit is still under warrentee we would like it removed and a refund issued.Biggest issue is that the unit cannot be replaired and they are non responsive.

  Business response

  06/29/2023

  ********* ,

  Thank you for contacting Middleby Residential regarding your appliance. We are sorry to learn of the issue you have encountered. 
  

  We do not do refund, but we will have an agent reach out to you within 24 working hours for assistance.
  

  Sincerely,
  Middleby Residential

  Customer response

  07/10/2023

   
  Complaint: 20239616
  
  I am rejecting this response because:
  We have had zero contact or response from Middleby Residential as a result of our initial complaint.
  24 working hours have come and gone?
  Even more disappointed as there is no contact information given.
  Middleby/Viking is not a customer friendly business and does not stand behind their products.
  Sincerely,
  
  *****************************

  Business response

  07/11/2023

  Thank you for your reply ****,

  We are sorry we have not reach you. Please reach out to customer care at ************ option 3 for assistance. We are showing they have reached out to you by email regarding the matter.
  

  Middleby Residential

  Customer response

  07/20/2023

   
  Complaint: 20239616
  
  I am rejecting this response because:
  We have not heard from Middleby by phone or email.
  And all our phones have answer machines working - no messages!!!?
  There is no personalization so we have nobody to interact with.
  No wonder American manufacturing is such a mess - zero customer service - just take the money and run.
  Now investigating legal options.
  So disappointed.
  Sincerely,
  
  *****************************

  Business response

  07/21/2023

  Thank you for response,

  Please accept our apology for the delay. We will have your agent to reach back out to you today.

  Middleby Residential 
  

  Customer response

  07/30/2023

   
  Complaint: 20239616
  
  It would appear that only as a result of our complaint to the BBB, Viking responded.

  For 2 years prior they did not acknowledge the unit was defective and unable to be repaired.

  I continue to reiterate and would like it to remain on record that the customer service and communication provided by Middleby/Viking does not 

  meet usual and customary standards expected when dealing with a premium item.

  Our current point of contact is *********************** who is the Regional Exchange Coordinator.

  As of her email of 7/21 she stated "I have my follow up scheduled for 7/28 at which time I should have information to relay to you regarding shipping your unit."

  Given the past 2 years of poor customer service with **********************/Viking we are extemely concerned about the need to continue a relationship with Middleby/Viking in which we have no trust.

  We are unfortunately being forced to accept a replacement unit instead of a refund.

  
  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. ↩