Napoleon Reviews 206

Absolute WORST piece of you know what I ever bought!!!! Paid an ungodly amount of money for the top line, completely useless!! Can't grill anything with this garbage grill, the only fancy feature is the projected brand label onto the floor in front of the POS reminding you to make sure you never buy another product from them again.

Grill is clunky, it doesn't have an even heat range and the sizzle zone broke after like 5 times using it. We have the regulator go out on it and customer service has been ABSOLUTLEY HORRENDOUS. I wouldnt reccomend to anyone to ever but a Napoleon grill. Absolutley terribleeeee experience with it.

I bought a napoleon grill online and it came with the a torn up gas line. I called and ordered a replacement part under warranty. It’s been 2 months and no parts have been shipped yet. Awful customer service. They don’t answer phone calls and in email tell you part will ship soon but it’s all a scam…

If your are purchasing a Napoleon grill for its warranty you should put your money with a company who can honour the warranty AND provide replacement parts in a timely manner. I have an 8 year old grill which requires replacement of burners, heating plates and other rusted parts however I ordered the parts months ago only to be told Napoleon is unable to give a date when I will receive the replacement parts. The dealer don’t even have any faith in the company. So all summer I have been waiting for parts and still have no indication when I will receive them. The dealer told me of a story of his customer waiting a full year for a part. Unbelievable after paying such a high price.

You wait for hours on hold and if you get the prompt for a callback you probably won't get called back. After waiting for over an hour and a half it just hung up. Emails are delayed from a week to never receiving a response. I was told I would be getting replacement parts over a month ago. The warranty process has taken two months. It has never been this bad!

It is unbelievable that a rating system does not give you the option to rate something ZERO STARS! Because, as far as I am concerned, Napoleon and Spotix, the business I bought the grill from, UNBELIEVABLY TERRIBLE CUSTOMER SERVICE!!!!!!!! From the day I received the grill in April 2021 until now, I have had nothing but PROBLEMS! Opening up the package to assemble my grill, it was missing parts RIGHT FROM THE FACTORY! Then waiting on HOLD EVERY TIME YOU CALL NAPOLEON CUSTOMER SUPPORT FOR A MINIMUM OF 35 TO 45 MINUTES! UNACCEPTABLE!!! ALL I CAN SAY IS, IF YOU BUY ONE OF THESE INFERIOR PIECES OF METAL FROM THEM, PRAY YOU NEVER HAVE AN ISSUE! BECAUSE IF YOU DO, YOU WILL DEFINITELY WISH YOU HAD NOT! If I had a choice between Napoleon and a cheap Char-Broil, Char-Broil would WIN! I use to own Weber grills and I am kicking myself for not buying one again. PLEASE DO NOT MAKE THE MISTAKE OF PURCHASING A NAPOLEON GRILL!!!! THEY ARE A CANADIAN COMPANY AND COULD GIVE TWO RATS ASH ABOUT U.S. CUSTOMERS! THERE ARE PLENTY OF OTHER GOOD MANUFACTURERS OF GAS GRILLS OUT THERE, DO NOT WASTE IT ON NAPOLEON! THEY HAVE 80% DISAPPROVAL RATINGS FOR THEIR PRODUCTS! IT IS FOR A GOOD REASON! SPOTIX TOLD ME WHEN I STARTED TO HAVE ISSUES WITH NAPOLEON, THAT I SHOULD CALL THEM AND THEY WOULD BE THE LIAISON WITH NAPOLEON. Well that lasted until 2 weeks ago, THEN THEY BASICALLY TOLD ME MY GRILL WAS TO OLD AND I WOULD HAVE TO DEAL WITH NAPOLEON DIRECT! WRONG ANSWER SPOTIX! NEVER AGAIN FOR NAPOLEON AND SPOTIX! THERE ARE MANY OTHER RETAILERS AND MANUFACTURERS OF GRILL, STAY CLEAR OF BOTH OF THEM, UNLESS YOU WANT TO WASTE YOUR TIME AND MONEY!

I had an awful purchase experience with Napoleon and I won't ever try online shopping from Napoleon again or recommend it to anyone else!!!
The customer service with the contact support number (1-833-962-2277 or 1 705 721 1212 ) on the official Napoleon website is a joke!! (I called and left my message more than ten times for call back in 48 hours and nothing happened, I sent an email through the designated website and left my information, nobody responded to me until now!)
I believe creating an automatic email or phone response feature for customer concerns without any followup from the supplier, is not definitely customer service satisfaction policy in this modern world!
About return policy was deducing $75 (shipping fee) plus $ 75 (restocking fee)= $ 150 which I respect this part but the worst part was that, Napoleon will give you a gift card for the remain of your purchase money that you can only buy something from only Napoleon shops that made to think that I would fire Napoleon customer service manager if I had any power in that company!, because keeping brand name is Not only the selling rate!

Napoleon company customer service department requires a lot of changes I recommend your team take a course regarding Japanese Customer Service Satisfaction Policies!

I was shocked when I discovered the grease dish filled with rain water. Then the approach lights and lights inside stopped working. This is after having the Prestige Pro 500 for 3 months. I left voice mails with Napoleon twice (with no response) and then contacted Home Appliance (reseller) for help. Napoleon's office response was "We are very sorry this happened". No offer to repair the lights. I finally had to make demands upon Home Appliance to return the unit - which they did. I will never purchase another Napoleon product again - ever.

This company warranties their product when you buy it, but does NOT stand by it whatsoever. Do not order from this company. I ordered the Napoleon P500RSIBPSS on October 14th, 2022. When using the grill in 2023, the infared side burner basically "burst" and the ceramic burner cracked and the screen burst a hole through it. I sent pictures and the situation to Napoleon in July of 2023 and they claimed they would warranty the product and send replacements. It is now two months later and I have not gotten anything. They keep claiming it's due to "updating their systems" - but updating a system should have non bearing on replacing a part of the product. And now I want the whole thing refunded. I want a full refund on this product at this point given I effectively paid for the product and the warranty and not only got a fault product but also did NOT effectively get a warranty. This company has the worst customer experience when it comes to warranties I’ve ever experienced.

I've had the same experience as most of the other reviewers. I just want to order a part. No one answers is customer service line. Once I got a recorded message saying that I could have them call me back instead of waiting on hold. That was 3 weeks ago and I haven't received a call. Next I sent an email to customer support explaining what I needed. I received a prompt automated reply saying in order to provide good service I needed to provide them with the model #, serial # (seems reasonable), where I bought the grill (don't know how that's relevant), the date I bought the grill (maybe relevant if I was making a warranty claim, but my email to them specifically said I knew the grill was not under warranty) and a copy of my purchase receipt (that seems unreasonable, but I found a copy of the receipt from 2016). I sent them all of the requested information 10 days ago, but I haven't heard a word from them. I liked the grill, but if I had known that there is no customer support, I would have bought another brand.

Absolutely disgusting customer service - bought the bbq because of reputation but need warranty work done - put in a claim via website - received an email 2 weeks ago saying I would receive a call within 3-5 days - still nothing - have tried calling every day - waited on average 3 hrs and gave up - never got to speak to anyone - have abba I cannot use as no gas gets to burners - I will be actively discouraging people to purchase their products - NEVER AGAIN

This company DOESN'T CARE. I ordered replacement parts 3 months ago, paid right then, and haven't received any news about them. Each time I called I was told that they were on back order. The last time I called the person I spoke with wasn't very friendly. My wife bought me this bbq as a retirement present in 2006 for over 2400 hundred dollars saying it will be the last bbq I will ever have to buy. If you can believe their claim of lifetime warranty, how can they not have parts.
Just to add to this, I contacted their headquarters customer service. They told me that the parts I need are now redundant and they don't make them anymore.
Produce a product, claim that it has a lifetime limited warranty to sell millions, then make replacement parts redundant.
WHAT A GREAT COMPANY....NOT.

Customer service , the worst . Before. , in 2021 customer service was great. Now they may talk to you if you call early in the morning, but nothing gets done. The last time I talked to someone was months ago. Think it’s time to rethink my purchase . Weber never had this problem

Brand new last week. Cost me C$1250. Natural gas line installed so door would not close. Right burner would not ignite. Temperature on lid show over 200 degrees F more than my oven thermometer, which I know is accurate. I made 4 phone calls to Napoleon of 2 hours each before giving up.
Luckily I bought it at Lowe’s and was able to return it and get a Weber.

Terrible service. Wait time is forever, meaning you can be on hold for 2 hours and then if you leave a callback number, they don’t return the call even though they say they will within 48 hours. They do not reply to emails. Warranty sounds great. But what good is it if they reply?

Purchased a Napoleon Grill for Father's Day. Grill arrived with a defective part. The online retailer refused to provide any replacement parts. They said I would need to contact Napoleon. I spend hours and hours on the phone waiting on hold to talk to an agent. I still to this day have never talked to a live person. I tried the call back option but never ever received a call back. I finally decided to submit an online warranty claim. I received an email that Napoleon was doing upgrades to their system so it would be at least two weeks until the replacement part would ship. I received an email that the part would finally be sent. That was over two weeks ago. I emailed back asking if I would receive a shipping confirmation. Still have not received any reply. I have not idea if it shipped or not. It's been two months since I purchased my grill and I haven't been able to use it once!! Totally unacceptable! They have the worst customer service I have ever seen! Buyer Beware! Stay far far away from this company!

I ordered a small part to re-attach the door on our less than 2 year old Napoleon Prestige gas grill in July. Only one of the 2 required pieces was nailed( at my expense). Since that piece arrived I have been attempting to contact the service # by phone, and for the past 3 weeks received a recording that they have closed down to improve the customer service experience. Today though, the call went through, and I am currently at the 2 hour and 33 min wait time for the call!!! Is this really improved customer service?

Purchased: Rogue XT 525 SSSIB.

Assembly instructions were unclear. The Customer service is IMPOSSIBLE to reach. The preassembled head unit was not installed properly. It is loose and wobbly. Someone from support finally called me back and talked me thru a few things. They promised to send me a video link showing how to fix the head unit. I was sent a link to a different item. I've been waiting for 24 hours for the fix with no response.

Parts feel cheap. The metal feels thin, light, and tinny. The knobs and handles are cheap pieces of plastic. It really feels like a toy.

This has been frustrating at best. The grill and service certainly don't feel as premium as the price. I am considering sending it back and returning to a trusted brand.

purchased a Prestige Pro 665 from a dealer. Electronic start for smoker and infrared burner wasn't working when installed. Had to file a warranty claim to get them to call me - they used my time to trouble shoot with a phone video, said they would send parts. No parts arrived, and they are not responding to inquiries. I guess I need to return the whole thing - customer service is terrible. They don't answer the phone, or call you back most of the time. Haven't even used it yet. They just took the $$, and have no resolution.

Grill has 5 years of warranty remaining. Alot of parts have rusted or stopped working entirely. Napoleon has the worst customer service. Instead of backing their "warranty" they just tell you that everything is not covered under warranty.

Poor customer service. Never again.