Masterbuilt

Terrie Goddard

Provide feedback

I have a love/hate relationship with the Masterbuilt Autoignite Series 545. It is depressing to pay $500.00 for a new grill and have at least 6 places on the grill that were bent, dented, or scrunched causing the paint to be chipped off. It doesn't look like a new grill. The assembly instructions were the worst I have ever tried to work with!! The pictures were black on black and so dark you couldn't tell what you were supposed to be looking at. Written instructions don't exist. Phone calls were not an option. This grill needs 4 wheels! I'm a short, 77 year old woman and it is difficult to move this grill. 2 more wheels would have made this so easy. Now for the love side of this: It is a fantastic grill. It's easy to lite. Fast to heat up. Holds the temp so even. Food tastes fantastic. Uses a reasonable amount of fuel. And you can throw in wood chunks for extra smoke.

Andy Thill

Provide feedback

I ordered a griddle and griddle heat manifold for my Gravity Series 800 in June. It took almost two weeks for the griddle to be delivered, and the manifold was not delivered with it. I made multiple attempts to find out the status of the rest of my order, but I received only generic replies to my emails. I eventually was able to use the chat feature to speak to someone about the rest of my order. I was told that the manifold was once again out of stock, but they expected it to be back in stock at the end of July. I received an email on August 10 (2 months after placing my order) that the item was still not in stock, so they were going to cancel the rest of my order and issue a refund. The problem here is that I now have a griddle that can't be used without the manifold. I tried responding to their email (as they recommended), but I did not receive a response. Masterbuilt's customer service and logistics teams are really poor. As much as I enjoy the Gravity Series 800 product, this experience has be regretting ever buying it in the first place. Several people bought this grill on my recommendation, and now I feel like I should apologize to them. I would like to get the heat manifold for the griddle, but after that I don't expect to ever buy another product from Masterbuilt.

Victor Marrero

Provide feedback

Just purchased it last week and so far, I like what I see. The most difficult issue I have encountered is the assembly as it needs more than one person for the same. As well as it should have written instructions to accelerate the assembly process. Having pictures only is great; however, when the pictures are not of the greatest quality it makes it more difficult. More to follow after myt first session.

Curt Turner

Provide feedback

After spending considerable time researching smokers I decided to buy the Masterbuilt 30” digital smoker. Assembly was easy and seasoning the smoker went well. The next day I started a cook of a brisket point to make burnt ends. The cook was going well until about 6 hours into the cook when it became necessary for me to make an adjustment of the timer. The keypad for the electronic controls was completely unresponsive. I was not able to adjust time or temperature. I was not able to turn off the smoker. I unplugged the machine and plugged back in with no improvement. Noticed the control panel had visible moisture on the INSIDE of the panel. I had to stop the cook and finish in the oven. Very disappointed. Did not get even one cook out of this smoker. I am giving two stars only because I am waiting to see what kind of support I get from Masterbuilt.

Andrew Smith

Provide feedback

I ordered a replacement chip pan for my electric smoker on 5/23/23. I didn't get a confirmation my order until I reached out on 6/1/23 when I asked for confirmation. Masterbuilt sent me a standarded reply that my order would be shipped 7-10 days from ordering. We'll that time has passed. I followed up on 6/5/23 and received the same answer that they would contact me within 3-5 days. On 6/9/23 I received a standarded response that my order was still being processed and it would take 7-10 days. Then I would be updated when my package shipped. It wouldn't take 13+ days to process a order for a replacement part. Don't get me wrong I live the smoker I purchased buy the customer service regarding parts is horrible. Unless I hear from them in 2 days. Masterbuilt will not be my next purchase.