Napoleon Reviews 

always great service

The European Napoleon support is excellent. Technical questions are answered quickly and are helpful. The company is very accommodating when it comes to warranty claims.

Napoleon customer relation service is always efficient and pleased to answer at our needs.

Very good service. All problem solved!

Very good support, fast, on point and a perfekt solution.

Thank you!

The worst customer service possible try to call no answer after trying many times left call back # the same result

Napoleon has zero customer service - ZERO! I have a prestige pro 825 that I paid over $5,000. My igniter went out. Should be simple fix. Contacted the dealer I bought from - he suggested I contact customer service. Tried calling multiple times, been on hold for hours, opted for the call back number. Have never gotten a call back - ever. I've been trying to get this addressed since early June - it's now almost August. I got a case assigned through an on-line chat session weeks ago, and still nothing. Napoleon "Cusomer Solutions" is a huge oxymoron.

Shocking customer service.

Placed on hold endlessly multiple times.
Chatbot totally useless. Tries to con you into service contract when absolutely not required. No follow up despite undertaking to do so. Think twice before buying a Napoleon product as help and parts are unobtainable

I have a faulty regulator and cannot use my prestige pro now for three days, cannot reach a single person to secure new part, on hold for hours for three days in a row, use the call back everyday after an hour wait, no call back, submitted a claim on day1, got to wait for 5 business days, now on day 3 and no call. Weekend is in two days, so no bbq all weekend? what kind of service is this?

My Prestige grill has been nothing but trouble. In the first year 2 wheels broke and I had to replace all of them with the heavy duty wheels at my expense. Not covered by the 15 year warranty. I currently have another claim for the sear basket that has basically burned up. I placed the claim however has been no response. Can't even contact the company to follow up on the claim. From what I've discovered from other websites, Napoleon most likely will not honor the warranty - however I may never get an answer. Not sure how a company can get away with scamming customers, but it appears to be the way they sell products. Marketing your product through a big beautiful warranty however when the product fails, good luck getting any response. Terrible! I should have researched before wasting $1600. Can you help me?

The Napolean Grill I purchased from Canadian Tire a few years ago was flawed and quickly turned into a big expensive piece of Chinese junk. I made many attempts to get this resolved. Finally, this year Napolean replaced the grill. I happily await the new grills arrival. Not all stories have a unhappy ending. Thankyou To the understanding individual that handled my case.

Bought a bbq and less than a year later 1 burner stopped working. Brought back to the Napoleon dealer that sold it but was told to deal with Napoleon directly who I thought I bought directly from.

5 weeks of customer service hell later and I am no where. They are constantly searching for a reason to weasel out of covering. If I do one task for them, they ask for another. Now they are asking if a licenced gas fitter plugged it in the wall ( gas outlet there 4+ years). They clearly just want to break me so I give up and they don’t have to send me a regulator that costs the <$20. Absolutely disgusting, I will never but from Napoleon again and ensure that I can stop others.

I’m still waiting! I’ve now been on hold for 25 minutes today alone and no one will answer the phone. I’ve submitted all required paperwork and emails, and followed every step of your warranty process—yet I’ve received no meaningful response.

This level of service is completely unacceptable. It’s time to take this public and let others know about your lack of follow-through and poor customer support. I’ve tried to be patient and handle this privately, but I will now be sharing my experience online.

I purchased a entirely new HVAC system for my house in the Fall of 2023. Furnace did not work correctly and after changing all the internal components several times the entire furnace was replaced with a new one.
Napoleon blamed it on Covid (LOL).
Summer of 2024 was my first opportunity to try out the new A/C. I was so looking forward to having A/C. Obviously it didn't work. Just have to replace the capacitor the installer said. A month later still not working. Napoleon doesn't have the part i was told. Finally got the part after the heat wave. Didn't have to use the A/C the rest of the summer.
Comes summer of 2025. Heat wave starts...no A/C obviously. Two weeks for someone to come out and have a look at it. Another bad Capacitor...who woulda thought. A week to replace. Still not working . Oh your compressor is blown...Need a entire new condenser. $1200 to replace but we will give you a break, only $650. WTF?
Heat wave is temporarily over now. Sitting on the phone for almost 2 hours now waiting for someone to answer at their "call center". Its probably nap time.
God only know when this will ever get fixed.
Was gonna buy a new fancy Napoleon BBQ. Sorry but you just lost my business and probably everyone that i know who would consider purchasing your products.

BUYER BEWARE! While we have enjoyed our Napoleon wood-burning fireplace, we didn’t realize we were putting our family at risk in doing so until recently. The installation was contracted to the Barrie Napoleon service department. Right form the get-go, it was an extremely frustrating experience – delays, installation team ill-prepared resulting in additional visits, overbilling, etc. We thought that was behind us. Then this year, due to the snow load, we had damage to our exterior chimney – thank goodness this happened because upon getting quotes for repair, it was discovered that the original chimney install was done incorrectly and the WETT certificate supplied not done to WETT requirements. We were/have been literally playing with fire every time we used the fireplace. When this was relayed to Napoleon, they took no responsibility and in essence, said the costs to correct were fully our responsibility. Thank goodness the issue was found and can now be properly corrected – and not by Napoleon. So, to those considering the use of Napoleon’s service department – a word of warning!

This is by far the worst grill i have ever owned. It ignites about 30% on first attempt. It also
Grills unevenly. I would never recommend this grill to anyone. Would rather go back
To my Weber

This is a follow up to my prior review where the Napoleon grill I purchased was misrepresented as to being produced in Canada while in actuality it is made in China! I have sent numerous emails and recieved the typical bolierplate response that their grills are of equal quality, craftsmanship and warranty. As a result a case was opened over 3 weeks ago and have been told hey are investigating the issue. I tried calling and left a VM and was told I would hear back in 48 HOURS! Well it's now THREE days later and still no response.
Their sales personnel are obviously not trained and their Customer Service is the WORST I have ever experienced!
Beware before you buy a Napoleon and hope you never need to use their customer service.

Waited on hold for 1 hour had to hangup to take my daughter to work, just wanted to order parts for my older barbecue, now I'm thinking twice about replacing it next year with a napoleon

Heilei / sole post ordeal respondent. Thank you for circling back. 35 days, in excess of 25 emails, in excess of dozen calls, 12 individual points of contact with 5 different entities,The Napoleon Prestige Stainless 500 RSIB delivered by Cody of Aqua Bay Belleville, is delivering as stated - what a feat. Summary letter: I think ... this ... is ...... finally, May 14th to June 19th / 35 days, ... a wrap.
Thanks to turstpilot.com who shares customers' experiences,
Heilei at Webcare
in the Niederlande, who picked up on the issue, and directed it back to Barrie Headquarters,
Joceline at BBB who helped to see a response beyond - ' Thank you again for your understanding and for choosing Napoleon ... '.
A hearty thank you to Napoleon's Christian Meredith, who cut to the chase,
Rob Duff of Napoleon for covering while Christian was getting a break from the desk,
Caryn Binns of Napoleon who expedited closure,
Diana Zlomislic - Toronto Star's Consumer Affairs Advocate Columnist, who was c.c.'d updates,
J Brown of friendly fires, who returned the customers funds following inspection of the bbq, and an additional phone call with Dave.

and

Cody,

an employee at
Belleville Aqua Bay.
Napoleon BBQ Dealer,
223 Cannifton Rd North
1-613-962-2415,
website searchable,

I called Aqua Bay yesterday afternoon and Cody - without hesitation or excuse- made time to help - stat-, and trucked the friendly fires bbq from my home back to friendly fires - a very decent thing to do.

P.S.
As noted below, Dave's scheduling department did reach out by phone following a chat with Caryn on June 19th. Dave's rep initially suggested, "With the busy holiday coming, the first chance a truck could come to you for a pickup would be July 4th..."

I kid you not....