Masterbuilt - complaint /concern

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Update on pics before I wrapped..will pull out at 205*
 

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12 hour smoke with a 1 hour rest was a success!
 

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Hello,

looking for some advice or maybe even a contact number for Masterbuilt as I’ve been unsuccessful in email and social media messages.

first- I ordered a few extras (cover, charcoal, starters) from Masterbuilt direct and 3 days later fed ex notified me Masterbuilt canceled my order however Masterbuilt never reached out and this far has not responded back to me on why or what.. even though a case has been open for almost a week.

second - my gravity 800 arrived today and the unit was totally destroyed. It was very apparent a fork lift punctured the box and smashed the lid. I will not get a refund for about 2 weeks and there is no inventory to replace the current item. Masterbuilt has not reached out or responded.

Has anyone else had bad luck with their customer service? Does anyone have an 800 number or maybe even someone higher up than a customer service rep?

im more so frustrated I now don’t have the flat top option for my sons bday!! The plan was to flat top cook some phillys!

thanks and let’a and hear your thoughts!
I had a similar issue with a Masterbuilt GS 800 purchased from Costco on July 5th. Picked a box with no signs of external damage but the heat shield on the hopper was damaged with a dent on the inside between the body and hopper and a dent on the outside of the hopper as if it was mechanical squeezed when placed into the carton.

I used the online customer service contact and told a new heat shield will be shipped out within a week. It’a been 10 days and now told may be another 2 weeks.
 

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Sounds familiar.
i got a Masterbuilt pellet grill (pooper) from Sam's Club in March 2020.
No box damage, but the cook chamber had a major dent.
Ok, only $200 so a pop with a 2x4 fixed the dent
 
I had mine shipped form MB when they first came out 0 issues. Not sure WHY you people accept damaged items from shippers. Clearly u can see a big ass hole in the boxes usually. MS is also NOTORISOULY GOOD at their CS. I hope you get stuff squared away /shrug
 
I had mine shipped form MB when they first came out 0 issues. Not sure WHY you people accept damaged items from shippers. Clearly u can see a big ass hole in the boxes usually. MS is also NOTORISOULY GOOD at their CS. I hope you get stuff squared away /shrug
As posted above, many of us had NO outside damage to the box, but inside the smokers were dented. That means they were damaged at the factory before they were placed into the box.
 
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