Business Profile
Commercial Manufacturers
Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller
Reviews
66 Customer Reviews
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Review from Richard D
1 star12/23/2024
My master built electric smoker hasn’t worked correctly since purchase and the customer service is hard to reach! I would definitely not recommend this product ever again. I did have one that was awesome and worked for almost 10 years ! Do not buy this product!
Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
12/30/2024
Thank you for reaching out. We are sorry to hear you are experiencing these issues. A case has been created to further assist you.Review from Deborah G
1 star11/13/2024
Our son bought this grill for his dad for Father’s Day as a gift and he was so excited. He only used it a handful of times and then last month the grill stopped working. Our son did not register the grill when he bought it and now we’re having a hard time Trying to get it registered so we can speak to customer service about getting the grill fixed. Trying to reach A person you can speak to is out of the question. You leave a message and nobody ever calls you back. I hate to think that our son spent almost $800 on this grill that we can’t use now. He charged it on his credit card, so there is a record, but he doesn’t remember Which **** ***** he actually bought it at.It won’t turn on just a blue light on the control panel. Even if we could find out what was wrong with it and buy the part that would be great too, but you can’t talk to anyone to figure out what’s wrong with it. And very disheartening that this grill only worked about five times before it broke down. It is stored out of the elements.So frustrating!Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
11/18/2024
Thank you for reaching out. We are sorry to hear you are experiencing these issues. We sent an email to further assist you.Review from Brian H
1 star09/16/2024
BUYERS BEWARE! I SO wanted to love this grill and was SO excited it when it arrived!! However, it was totally smashed during shipping - metal showing through, pieces bent. I thought, bummer, I'll just contact the company. I have spent the past 3+ weeks trying to explain that I would just like a new grill sent to me and being told I have to open the ENTIRE box, take pictures of ALL the pieces send them over have the company send me a new assortment of pieces and hope that I will end up with a complete product that will not rust out in a year. Now, all I want is a refund and to pick a different company to work with. I can't even get a response to get a refund. Every interaction has been me waiting days and days and days for a response and no one actually acknowledging that I just want a refund. They keep saying it is a manufacturing warranty issue. This is not manufacturing. This is not spending an extra couple of dollars to actually ship a product safely. I don't support companies with such poor customer service.Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
10/15/2024
Thank you for reaching out. We are sorry to hear you are experiencing this issue. We have received your case and do see that a representative assisted you with providing the return/refund information. If you need any further assistance please respond back to your support case. Thank youReview from Thomas K
5 stars08/23/2024
I have had an amazing experience with Masterbuilt customer service. Their response and assistance exceeded my best expectations. All the correspondence was via email, which normally I am very skeptical, but they have responded to every email and in an extremely timely manner. Based on my experience with Masterbuilt customer service, I not only recommend them to friends, but also will specifically look for their brand if shopping for a new grill. I have no hesitation in recommending them. Thank you Masterbuilt customer service!!!Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller Response
08/26/2024
Hello ******! We really appreciate all the feedback regarding your recent experience with Customer Service. We look forward to serving you in the future with any questions regarding your unit or future warranty claims. Have a great day!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 websiteMasterbuilt 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.
Customer Review Rating
1.12/5stars
Average of 66 Customer Reviews
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