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

  5032 Milgen Ct Columbus, GA 31907-1311

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  2148 American Industrial Way Atlanta, GA 30341-2429

• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  901 Fontaine Rd Phenix City, AL 36869-7806

  

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:01/27/2023

  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.

  I ordered a element for my smoker *********** Part number **********. My credit card was charged but I have not received part. I have tried all phone numbers. They send me to online only. I tried sending info through there website and no one gets back to me. I am extremely frustrated.

  Business Response

  Date: 01/27/2023

  Ms. *** ****** 

  I am sorry to hear that you are experiencing a delay regarding your order. Due to our Warehouse inventory, it may take up to 21 business days for the order to ship once shipping started back up after the holidays. This order was picked yesterday afternoon and should be assigned tracking here shortly. You should receive an email as soon as it has shipped out. We apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:01/10/2023

  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 purchased a master built electric smoker on ******** 8, 2022 and it was delivered ******** 10. I tried to use the product one week later and found out that the power supply did not work. I contacted the company who told me they would mail me a replacement part since the original part was obviously defective. They have yet to send me a replacement part and I am unable to return it to where it was purchased. They will not return my phone calls and will only email me. They told me that my replacement would be mailed out in a few weeks, which is totally unacceptable to me. I have had the product out for a month now and have still not been able to use it.

  Business Response

  Date: 01/11/2023

  Good Morning,

  We are sorry to hear that you are experiencing a delay regarding the warranty replacement part. Orders will ship within 21 business days due to our warehouse inventory. We apologize for any inconvenience this may have caused, but expedited shipping is not available at this time. We have forwarded your case to our Outbound Call Team so they can further assist you. 

   

  Thank you,

   

  Customer Support 

  Business Response

  Date: 01/12/2023

  Our Customer Service team is currently assisting the customer with a request for a call back. As provided, we are experiencing a delay due to warehouse inventory and expedited processing/shipping is not available at this time. We apologize for any inconvenience this has caused and will continue to work diligently on the order. 

   

  Thank you,

   

   

  Customer Answer

  Date: 01/12/2023

  
  
  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,
  
  
  
  **** ******

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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 ordered two ******************* smoke and sear grates. My order, MBXXXXXX , was confirmed, ******** On ******* received notice that my order was on the way and given *** tracking number, 1ZA2RXXXXXXXXXXXXX. It's been stuck in "label created" ever since. I contacted customer service,****** and was given case #XXXXXX and told to wait 3 business days. I emailed back on ****** and told to wait 7 to 14 business days. I emailed back that I've been waiting since ******** I haven't heard from them since.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Good Morning *****,
  
  We are sorry to hear that you are experiencing a delay regarding the order. We reviewed the case and see a new order was placed as the original was lost. Tracking will be provided once the new order is shipped. Please let us know if we can be of any further assistance.
  
  Thank you,
  
  Customer Service

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair 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 purchased a ********* Electric Smoker on Nov. ** 2021 from ******* The product was registered immediately upon receipt and I used the Masterbuilt smoker App for about 6 months before it stopped working and the temp probe stopped working. I reached out to Masterbuilt on August *** (2022) after the device's electronics stopped working (no temp probe) and receieved a "Case No." XXXXXX. Since August **** I have received no info or 'support' contact despite being told that "A member of our Masterbuilt Customer Support Team will respond to your case within 5 business days. Our hours of operation are Monday - Friday 8am-5pm EST." 35+ days later . . . crickets. A pathetic product offering with countless 1-star reviews for the apps on *********** and ***** ******* Maybe a class will form, given the consistency of the complaints. Sorry to see U.S. manufacturing in such a sad state.
  
  Thanks!

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Good Morning ******,
  
  We see an assigned representative responded to your case XXXXXX on **** which was 3 days from the date that he claim was created. The representative requested additional information regarding the unit and did not receive another response until **** from you. Also, we did not locate a registration for this smoker. The assigned representative will reach out to you again for further assistance.
  
  Thank you,
  
  Customer Support
  
  
  Consumer Response /* (2000, 7, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'll check my emails for the August * response from the Account agent and go forward fromthere. Thanks!

• Initial Complaint

  Date:08/30/2022

  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.

  The smoker isn't even a year old. Used about 4 times.
  Doesn't reach temperature it's set to. Set to 225 reaches 200, set to 275 reaches 250. Cannot contact customer service via
  phone, email only. Sent questionnaire on *******
  Got a response. Have been going back and forth with them until ******** After that they have stopped communicating with
  me, and I send them an email everyday. This companies customer service and attention to warranty work ******
  I now have a smoker I can't use. I'll never buy another masterbuilt product and you shouldn't either.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/06) */
  We are sorry to hear that the unit is not functioning as expected. We were able to locate your claim and see a replacement controller has been ordered. If you have any questions, please respond to your case so the assigned representative can further assist you.
  
  Thank you,
  
  Customer Support
  
  
  Consumer Response /* (2000, 9, 2022/09/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  controller received

• Initial Complaint

  Date:08/18/2022

  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.

  Ordered a ** ******* *** and some accessories on ****** - order # ***XXXX. Received everything and used the smoker a few times to get used to it. Attached the ******* wireless controller the last weekend in July and within an hour it failed. Opened a support ticket with ** on ****** Case #XXXXXX and received email that I would be contacted within 5 business days. After not hearing anything by ******** live chatted with a technician who opened a second case #XXXXXX and assured me that I would be contacted shortly. Still no one contacted me by ******* so live chatted again with the same support technician who said that she would reopen the case. Not sure why the case would have been closed as no one has contacted me and I am still stuck with a product that does not work. Originally requested to return the device for credit since it was within the 30 day return window. At this point, would accept replacement device if that is my only option. It really is a poor customer service model to only allow customers to either chat with a technician that cannot directly resolve your issue or fill in an online form that creates a case in their ticketing system and no way to tell as the customer what the status of the ticket is.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Good Morning ********,
  
  I appreciate that you took my call today and the opportunity to provide you with a resolution. As per our conversation, I would be happy to process a refund per your request. I have provided the return authorization response to your Case. If you have any questions, please respond to your case.
  
  Thank you,
  
  Customer Support
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)