This business sucks. Buy a grill from anywhere else. They have no customer service, there's nobody to pick up the phone at any time and they recommend you to their website which auto sends you to a spam gambling website. By any other, except for this one. The value is decent Bank for the buck, but you cannot get replacement parts. read more

Impossible to reach Smoke Hollow. Phone number directs to: Smoke-Hollow.com. That brings you to a Spam site. Trying to replace the burned out 'chip tray'. Know better next time, huh. Back to Masterbuilt who have great Tech support. Purchased at Sam's Club. Will advise them of the situation. Tisk tisk... read more

Purchased grill at Sam's Club 11 months ago. Was so excited to finally grill at my new home. Turned the propane on and fire came shooting out of the knobs! Filed claim 4 times & received generic reply my product not registered. Had completed registration when grill put together. NEVER HEARD ANYTHING AGAIN! The customer service number is just a recording directing to use their web for claims, registration & purchase parts. DO NOT PURCHASE THIS PRODUCT! Better off purchasing a grill at 99 Cents Store. read more

Smoke Hollow - This is the grill that is a lemon! - Grilling Equipment Near Me - Columbus, Georgia

Purchased a Smoke Hollow pellet grill/smoker from Woot.com and during assembly the cooking grids hit the ground and two got damaged, one severely. I submitted a request for them to send a replacement a few weeks ago never heard back. Tried calling and they tell you to submit everything online! HORRIBLE COMPANY! read more

I should have read the reviews on this page first. Suffice it to say that my experience with this company is just as bad as the other reviewers. I ordered some parts directly from them in early May and got order relatively quickly, considering the mess created by Covid 19. However, like other customers got the wrong parts. 1 phone call and 5 "contact us" forms later still no contact from anyone. BTW the phone call resulted in a recording telling me they were NOT answering their customer service line right now due to the virus. That's understandable, but; at least respond to one of my requests for help. Great grill HORRIBLE customer service, please do your job this day and age you are lucky to have one. read more

Ordered this grill online through Amazon. It arrived on-time. We unboxed everything and found that it was missing all the hardware to assemble the thing. I went to Amazon which only allowed me to submit a chat request to the company. I have waited the 2 days for a response like it said and still my message is "unread". I went online to find another way to reach the company and found this site. The phone number goes to an automated answering message that directs you to go to a website to order replacement parts and then hangs up on you. I DON'T NEED REPLACEMENT PARTS! I JUST NEED THE PARTS I ALREADY PAID FOR!!!! read more

Company is a scam. Their website no longer exists and phone calls direct you to this no existent site. Trying to assemble grill, discovered it is missing critical parts. No way to order or contact them. Go to www.smoke-hollow.com and see for yourself. DO NOT BUY THIS GRILL! read more

Smoke Hollow Propane Tabletop Grill PT3008- terrible tabletop grill as far as performance, had less than a year, but now it won't get any hotter than 200 degrees no matter what we do! Smoke Hollow web site and booklet says to get new propane canister- did that... many times- no luck. Contacted Smoke Hollow, they won't even talk w/ you, they refer you (per their recording) to their web site which is very unhelpful. So now we are stuck with a brand new looking grill (bought for our motorhome when on outings) that doesn't work. Contacted Lowe's but they contend they have only a 90 return policy and no luck- also told us to contact maker... as previously stated, no luck their either! My recommendation- purchase your smoker-grill from Costco, they seem to have the best return policy out there. Don't bother with Lowes or with Sleepy-Hollow (oh that's right www.smoke-hollow.com (rolling of eyes!) Not worth your hard earned money, we are very disappointed with our purchase and even more disappointed at no resolution to our problem per. their lowsy customer service... BAD BUSINESS SMOKE HOLLOW! read more

This is the worst company to deal with! You can't talk to a human being at all. I would advise anybody not to buy this product.

Don't buy anything from this company. If you have a warranty issues or support issue you have to fill out an online form. Still waiting for response to the 4 forms submitted over the past month. You call them and the automated phone system tells you that everything is handled online. The are owned by masterbuilt same issue no response. The pellet grill is unusable after 8 months stored covered an was inside a shed overwinter. You start it up it gets warm then it goes into shutdown mode and displays off for the temp. Consider yourself warned about these companies lack of service and no respect for customers read more

I have never wrote a review of anything in my life. My experience has been so frustrating with this Company. Received this as a Christmas gift and when we did not have power assembled it and the regulator is defective. Since they are not reachable by phone as others have noted, I have left three messages with no response from the company. Tried to order the part but what a surprise they are out of it. Probably because everyone has ordered one to replace their defective one. This is the worst company I have ever dealt with!!! do not buy from them read more

Okay, so I ordered three racks from smoke hollow and I only received one rack. I do not like your guy's website. I cannot get through on your website. It's the most horriblest thing I've tried to do is claim that you guys only sent me. 1 rack of the three racks I had bought from you. Please send the other two racks as soon as possible or my husband is not going to like your product anymore. He does not want a black cloud over his smoker. Please fix this issue. I cannot get through your website. read more

Horrible company to try and get ahold of. Phone number directs you to web page which will not allow you to contact them with any questions. Worst company deal with... read more

Bought our Smoke Hollow grill late June from Sam's Club. Got it home, 2 hours to assemble. Got to the end NO HANDLES were enclosed. Since Sam's Club says no returns on this item and said we had to work with the manufacturer directly we contacted Smoke Hollow. They said the handles were back ordered and we would receive them by mail early August. Here we are a week from October- NO HANDLES STILL. Now they email back and say still out of stock, possibly we will receive the end of October!!! Are you kidding me? This company is the most inefficiently run mess one could imagine. We believe they shipped those to Sam's club knowing those handles were missing and just knowing nobody would be able to return those due to Sam's club policy. Smoke Hollow is, in my opinion, a deceptive company. Pulling in $ without providing complete products. Even the floor model at Sam's Club had had no hands on it but we just figured Sam's Club hadn't completed the assembly. DON'T BUY FROM THESE GUYS, YOU WILL REGRET IT. We've been opening our grill with oven mitts ever since, how humiliating as we've had to entertain guests while explaining how we'd been taken by this company. I'll be searching the web for every instance of their name and reposting this warning to all. read more

Spent hundreds on a pellet grill and assembled everything but the wheels. The axle rods were missing the holes needed to be fixed in place with the pins. Customer service number directed me to online submission and 2 submissions and 2 weeks later, no contact. Worst company ever. read more

Tried to order a part online. But they don't have any info on their website for ordering parts. They have an online form to fill out, which I did, bit haven't heard back from them. I am gonna contact the BBB and file a complaint against this company. I advise everyone else that has bought their products and had problems ordering parts to do the same. They need to be held accountable for this. read more

Trying to get a controller replaced under warranty. What a nightmare. You can't call them on the phone, they don't reply online, the do not respond to mail complaints or inquiry. Glad I took the extended warranty cause now I get a brand new grill. And it won't be a Smoke Hollow product ! read more

I placed an online order three weeks ago for a replacement part. Have submitted the online form twice since then requesting a status update. Crickets. Emailed them today. Will keep you posted. A reputable company provides a phone number for customers to call. Speaks volumes about this company. I concur with everyone's posted reviews regarding being able to contact them. Poor, at best. read more

I'd give this zero stars if possible, I purchased a grill that came with a broken part and have tried contacting several times without response. The smoker and charcoal functions are useless. read more

My review sounds exactly like all the others on this site. I have filled out their online form 2 x and don't even get an email back that says they received it. Very disappointed with the No Response technique this company uses. Sad that my issue could be solved with something that costs them less than a dollar but they have lost my business. I will never purchase a Smoke Hollow again. ( Note : This is the 2nd one we have bought) One thing I will be doing is going to the Sams Club Site and putting my review there so it can be read before someone buys it! Too bad I am required to rate with a star at all - add the Thumbs Down symbol please. read more

Does anyone know how to get in touch with these people? Just bought one of their smokers and the damn thing won't stay lit. wish I could get someone to help me but of course their phone number just hangs up on me. Would rather not take it back to the store but I also want to smoke some meat this weekend read more

This is a horrible company selling a horrible product! I just bought their portable table top stainless steel propane grill and have a couple of problems for which I cannot even reach the company. The phone number for customer service does not work and their customer support web form will not submit. It takes 15 to 20 minutes to fill that form out each time only to return "error" when you try to submit. The stainless steel is of such poor quality that the marketing decal on the lid required heroic efforts to remove it and then it left a permanent stain, even after removing all the goo. While trying to clean the glue from the decal off of the lid I found that water easily fills up the temperature gage. The decal covered almost half of the lid. Also, the igniter would not even work to light the grill. read more

I purchased a 4518 L propane charbroil grill for my husband as his birthday gift on April 13, 2018 for his upcoming birthday on May 16, 2018. I was able to keep this a surprise from him until his birthday and he was able to put the grill together. I was extremely excited because it was the first time that we didn't have to break out the charcoal grill camping if we wanted to grill with charcoal. He's been grilling, alternating between the propane and charcoal side however when using the propane side he's noticed a "hotspot", where certain area of the grill is extremely hot and whatever he's cooking would cook faster than the rest of the grill or burn while other parts of the grills were still cold. Finally, on October 18, 2018 as he was using to propane side, I looked outside my family room window and I see 4 to 5 feet of fire blazing shooting up from the grill and my husband running in to get the fire distinguisher. I've never seen flames rise up from a grill so high before nor had I seen my husband move so fast before. Thankfully my husband was able to manage and put out the fire. I contacted the place where I purchased my Smoke Hollow and they referred me to Smoke Hollow. I spoke to Jasmine and explained exactly what happened and also explained that it was just a few months ago that I had purchased the grill for my husband's birthday. Jazmin requested I send pictures and proof of purchase. She then provided me with a case number. That very afternoon I provided Jazmin with the pictures along with the proof of purchase she had requested. A couple of days go by and I received an email from Smoke Hollow requesting I sent them photos of the unit. I explained that I had already sent them photos spoke to Jasmine so I was a little confused by their request. I received another email requesting that my husband reach out to them. Being that they're in Georgia and we are in California, I contacted Smoke Hollow explained to them the time difference and the challenges with my husband's work schedule and we agreed that my husband would contact them early the next morning. My husband contacted Smoke Hollow at approximately 5:08 CA PST he very next morning and spoke to Jazmin. He answered all the questions Jazmin had ask of him. A couple of day go by, and I receive an email from Arnisha, a lead at Smoke Hollow, requesting I have the two page document she had sent me signed before notary and they will send me out a new "outer shell" to the unit. I contacted Smoke Hollow, trying to seek clarification to their email asking them to clarify what they meant by "outer shell", its literary the outer shell! I spoke to Arnesha and let her know that everything we have reported they have completely dismissed! All our concerns with the unit getting hot in one spot was not addressed and the root cause was not addressed by replacing the "outer shell" and in fact having me sign the release of Liability only releases them from Liability and does not prevent this from happening again. She had asked me what I would do if the approval doesn't come through for the innards of the propane. My response....well then escalate the issue! These folks talk about customer service and customer satisfaction but their actions don't speak and because they would rather put peoples lives and property at risk. 10/29/18 update: apparently I'm approved for a "body kit" however Arnesha the lead is sending out an "outer shell". When I asked about this she stated she had gone back to check. With that said the "body kit" that I was approved for was missing the HVR system which is how the propane is distributed therefore again I feel like she is trying to short change me on what was approved. I sent off another email requesting their QA department mark off the list for me what the "body kit" encompasses . read more

After four hours of assembly for our new and expensive grill combo, we find that we have a missing part. We are unable to use it until we get the part. I have submitted the request 2 times with no response as of yet. We were looking forward to using our grill but after reading others reviews I have a feeling we will be in the same boat. We can not return to the store, we can not use it yet, we can not contact a human person to talk to about the issue, and most of all we are out the time and money spent on this product. Horrible service and horrible experience. Buyer beware. read more

We had a similar experience with the purchase of a Smoke Hollow combo grill smoker from Sams club. There were no handles for it and can't contact customer service phone number. My email is unanswered. Obviously the company knew before they shipped them. The first report of no handles was in September. This is January! I am going to contact Masterbuilt the parent company to see if I can get anywhere! read more

I have an electric smoker that was working fine but then started having issues with getting warmed up all the way (only warms up to 80 or 90 degrees no matter what temp it is set to). I tried to contact Smoke Hollow support. What a joke. No phone number for support so you go to an online submission form. There is a support option for "troubleshooting assistance" which is what I need because I need to know what part might be causing the issue. So I choose that option and submit my info then 2 weeks goes by and I finally get an automated message from them saying that they closed the ticket and can't help me with ordering replacement parts that I need to order replacement parts online. Well no duh! but I still would like to know WHAT PART could be causing the issue so that I can order the right part. So I submitted a 2nd ticket asking again for troubleshooting assistance because I need to know what replacement part might be faulty. 2 weeks goes by then SAME lame response telling me I need to order replacement parts online, but NO HELP with figuring out what part might need to be replaced. So I don't know why I'm trying this again but I'm now a month into trying to get support and I've now submitted my 3rd attempt at getting help with getting troubleshooting what part might be faulty so that I can get the right replacement part. This time I tried to include a comment pleading with them to NOT CLOSE THE TICKET so that I can get their help with troubleshooting what part might be faulty. SO F'N LAME!!!! Garbage support that seems to go out of their way to NOT HELP their customers. read more