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Business Profile

Online Retailer

Premier Specialty Brands, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/06/2025

    Type:Product Issues
    Status:
    Unresolved
    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 Kamado *** grill on 5/19/2025 . It was delivered with 1 part missing ( ash tool ) and other part broken ( Kontrol tower ) . I emailed to their customer service but they do not respond . I want the company to take their product back

    Business Response

    Date: 06/17/2025

    Good afternoon, 

    I was able to locate warranty case ******. I do see a representative was in communication within in this case regarding the two components of the unit ordered. A replacement sales order was placed on 6/6/2025 for the kontrol tower and the ash tool. All orders have up to 14 business days for delivery. This is in processing for you. You will receive an additional email as soon as tracking has been assigned. 


    Thank you,

    Customer Support

    Customer Answer

    Date: 06/19/2025

     
    Complaint: 23432992

    I am rejecting this response because I have not received any parts 
    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 bought kamado konnect and from beginning had issues with GFCI tripping. Subsequently the fan became very loud. I was told that will send me some replacement marginals that I will need to exchange myself. They said they will send a instruction manual how to do it. Based on the instruction it requires dismantling the whole back of a grill exposing cables and connections and replacing them with a new module. I do not have any training in electrical engineering and do not feel comfortable performing this task. When I asked for a technician to be sent to my house and take care of the problem they said that they do not provide it. I was not aware that I was buying dual yourself product. This is a 2000 dollar grill with no service options available. I am unable to perform repair needed myself. They offered no options to remedy that.

  • Initial Complaint

    Date:05/22/2024

    Type:Product Issues
    Status:
    Answered
    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 Konnected ************ from ************* on 02/05/2024 from **********. The electronics and fan have stopped working on the grill and I have attempted to contact ************* support via their contact us form. I received a response, detailing the protocol to fix this issue. However, the protocol did not work and the fan is still not operational on the grill. I responded to their support email but they did not respond. There is no phone number or other way to get in contact with ************* and now their contact us form is not allowing me to respond because their "ReCaptcha" feature when submitting the form tells me the form did not process and therefore, I have no way of contacting the company now. This is an expensive grill and I find it unacceptable that I have no way to communicate with this company. I spoke to ********** and they told me I need to contact the manufacturer but there is no way to contact them. I want a full refund and I want them to come pick this grill up. I will never purchase another product from this company.

    Business Response

    Date: 06/03/2024

    Hello, 

    Thank you for reaching out. I have reviewed your case and tried to give you a call at the ********** on your warranty case. I left a voicemail with my callback number. I do see a rear module was shipped out and delivered on 5/31/2024 to resolve the issue with the fan not functioning properly. We are unable to issue refunds as the manufacture warranty is for replacement parts only. I am including a link to our warranty policy. ****************************************

    Please let us know if this did not resolve the issue and we can further troubleshoot the unit. 

     

    Thank you,

    Nancy 

  • Initial Complaint

    Date:02/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On March 29 of 2023, I purchased a Masterbuilt Gravity fed 1050 grill. It worked fine for the first few months and then started having issues. I have attempted to contact the company numerous times to resolve the issues but they have no customer service ro speak of. They do not offer phone support and its impossible to get a reaponse via email from an actual person. Each time I submit a issue via email, I receive the same automated response asking for my info and proof of purchase. I submit that info and get the same response. At first, the grill would just not connect via the app. Now, I cant even adjust the temp from the control panel. This grill is kept under a cover and under a covered porch. There is no reason this $900 hunk of junk should be having these issues. And a company as big as Masterbuilt should stand behind their products and offer support.

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Charcoal grill shipped to me heavily damaged. I contacted the company 3 times and submitted photos 10 plus days ago. I have yet to receive any response

    Business Response

    Date: 08/09/2023

    Good afternoon, 

    I appreciate you returning my call. As we discussed, if you will follow the steps in the case # ****** to decommission the body, we would be happy to have this taken care of.

    Thank you, 

    Customer Answer

    Date: 08/09/2023

     
    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:07/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Purchased a Masterbuilt Smoker used once and it started shorting out. Contacted customer service in May. Have not had the issue resolved and notified I want my money back or replacement keep being told they are backed up , but if I go on line I can order a new one. How can they be selling if they cant send me a replacement?Also called Cabelas where it was purchased, they say I have to contact Masterbuilt. I have included my correspondence with Masterbuilt.Case Number520872 Case SubjectShort circuit with element Case StatusCompleted Updated ByCustomer Support Message History -----Original Message-----From: ********************************* Sent: 5/19/2023 Subject: Short circuit with element Thank you for providing that information. A warranty order has been placed for Body Kit, order number ******. Please allow a few weeks for the order to arrive. Again, please DO NOT dispose of your product or any components until your order arrives, as individual circumstances will require existing components to be transferred to the new item. Best Regards,Customer Good morning *****,Thank you for contacting ******'s. I am so very sorry to hear about your smoker not working, that is very disappointing.Just to make sure I have the correct information. You have contacted Masterbuilt and have filed a warranty claim? Was this done from their web-site?******************************************** ******************************* or leave a message at ************** I am sorry to say I do not have much information on this issue. Please continue to try to contact Masterbuilt. Will you please respond by what form of comunication you have tried and the times. We will do all we can when we have more information available. You may receive a survey regarding my interaction with you today. I would appreciate it if you would let me know how I did, so I may be able to assist you even better in the future.***************** Pro Shops and ************************* ************** ****************************

Premier Specialty Brands, LLC is NOT a BBB Accredited Business.

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