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Masterbuilt Manufacturing, Inc. Kamado Joe, Char-GrillerReviews
This profile includes reviews for Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.11/5 stars
Average of 62 Customer Reviews
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Review fromMichael R
Date: 03/05/2025
1 starI purchased my Kamado Joe *** ******* I back on ***** **, 2017. I loved it and enjoyed preparing every meal and the fantastic results! I convinced several of my friends and collogues to get a Kamado Joe vs the ***** *** and they did. I recently tried to replace my firebox because it is all cracked and needs replacement; not due to abuse mind you but after 8 years it was time and they had issues with cracking. Searched hi and low over the internet and they were all out of stock. Contacted Kamado Joe Customer Service and they were USELESS! they told me they were out of stock and had no idea when they would receive any stock. So, I cobble together the pieces to make it work but it is not a long term solution. other than that, and a new cover it looks great. But eventually when I no longer can properly cook with it, what good is it? The pictures provided do justice to the issues.
It is clear Kamado Joe is not interested in supporting any long term products or customer service. They are only interested in selling you a new upgraded Joe. While I loved it, yes. I loved my Kamado ** **** ******* 1, I can no longer use the grill as intended due to Kamado Joe's decision not to support and provide products to keep their legacy customers who encouraged other to purchase their products, Who made them the brand they are today. Prove me wrong and send me a new firebox kit; I'll pay for it, just have the parts for the previous generation of parts. Why would you not have parts for your customers? If you do not want to do this, I encourage anyone thinking of purchasing an expense long term smoker grill that has exceptional customer service that supports their products for the long-term to forget Kamado Joe and purchase a ***** ***. They have all their parts for their older versions, and you can even purchase them at any *** ********. Very disappointed in Kamado Joe, a former BIGGEST fan and ambassador of your product! PROVE ME WRONG!Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller
Date: 03/07/2025
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 information needed in order to purchase the replacement parts needed. I am showing that all of the requested parts are available for purchase at this time. If you need any further assistance please respond back to your support case. Thank youReview fromEvan S
Date: 02/14/2025
1 starThis company does not back their product or helping out their customers! After purchasing a grill, it was missing a few key parts. I reached out to the customer service phone # listed in the owners manual, just to hear a recording that they will call you, if you email them and YOUR CASE, is deemed by them to warrant a call. After emailing. I was informed my purchase wasn't thru an authorized retailer, so my warranty is forfeited, and I could pay full price for missing parts! Regardless of the place of purchase, it is a new grill, from the masterbuilt family. So when I reached out, I didn't expect free parts, I didn't expect to lose a warranty! I was thinking that they would offer a steep discount on the missing parts, as a gesture of gratitude for bringing their product into my family's life. Instead I was told "well enter the missing parts numbers into the search bar on our website..." I can use a the search bar, to search for a different grill company!Review fromRichard D
Date: 12/23/2024
1 starMy 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
Date: 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 fromBrian H
Date: 09/16/2024
1 starBUYERS 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
Date: 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 fromThomas K
Date: 08/23/2024
5 starsI 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
Date: 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 fromPreston B
Date: 07/08/2024
1 starOrdered 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
Date: 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 fromPeyton M
Date: 06/18/2024
1 starI 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
Date: 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 fromChris D
Date: 01/17/2024
1 starOrdered 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
Date: 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 fromChris S
Date: 10/31/2023
3 starsAfter 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
Date: 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 fromRay A.
Date: 10/02/2023
1 starThey 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
Date: 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 you
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