Napoleon Reviews 206

I have been trying to get ahold of support for a customer and the easiest way to experience my frustration is for you to call Napoleon Support at 1-866-820-8686 and try BBQ's/Tech.Support.
I waited over 2 hours one day (I left the phone on speaker while I did other work), and 45 minutes another time. I even left my number for a call back... no call back, it's been almost 6 days.
After being informed that the wait time was 10 minutes, I listened to 35 minutes of a terrible music loop today and left for a call back again. I don't think there is any Customer Support!
I would never recommend their products after this fiasco, in fact I would advise NOT buying their products because when you have a problem, it will be YOUR problem and you will spend days trying to get help.

Worse service i got in my entire life. Does not respond (email and call). Pay more for a BBQ thinking it’s good? Dont waste your time and money

Bought a napoleon 665 grill for a built in kitchen. It’s still in the box it shipped in sitting here since they won’t pick up the phone or call back nor respond to emails about an install question I have about adding an additional sear burner. It’s been 3 weeks of calling and emails. The longest I waited on the phone was 5 hours before giving up. Probably gonna send it back for a different but comparable brand, and spread the word on the socials about their atrocious and nonexistent customer service.

I bought a new NG Grille in 2022 (Covid) and had to wait 6 months for delivery...ok stuff happens.

I finally get it installed and the first time I plug in the Rotisserie it blows the GFCI receptacle.

Call in an electrician to check everything out and he confirms all is ok....with the exception of the Rotisserie Motor.

I live close by (remember support local) so I drive over only to be told by the parts department that I have to deal with the MFG (it's them btw) who is just across the road.

The parts department doesn't really carry parts it seems..

They don't answer the phone at all across the road...

So I've been sluffed off by their internal customer service incompetence and left to fend for myself.

Not sure why I have to navigate their internal structure issues but it seems I do...

Sadly I had 3 unnamed sympathetic (and very nice btw) people tell me that this is how they roll and that the Management group knows full well how poor their service is...but refuses to address the issue.

I purchased a new Napolean Grill and the hood thermometer was broken. I called 4 times...no answer...no call back. Terrible Customer Service. BBQ Guys from who I bought the $2000. grill unwilling to help. So very frustrating. David

ive been on hold for 6 hours and counting, this is disgusting to say the least. i'll never buy a napolian product again. rate the experience there isn't a minus button.

Terrible !!!! Long hold times. Can never get a person always asks to call back. Even when calling early in the day and leave my number they don't call back until the next day or not at all! Never had this problem with Weber!!!!!!

I must say my Napolean Grill is a solidly made nice grill if a little pricey. But I seem to have fallen prey to the same problem many others have - failure of the pressure regulator. After troubleshooting all possibilities, I went to ACE Hardware where I purchased it. Their response "We don't carry parts for Napolean, but they have a 10 year warranty. I filled out their form, attached pictures, etc and sent off to them and got a case number. Then I received an email "provide me your shipping address" which I did. Then came a flurry of emails from them "Did you follow trouble shooting guide?" I bought a Weber regulator and grill works fine I responded, but it cost me more than $50.00. More emails asking questions to which I in frustration said forget about it.
My advice - keep Napolean grills in Canada or be fluent in French. Buy an old fashioned Weber or high end Green Egg. Napoleaan support s a joke - they must train them to obfuscate, beat around the bush until you give up - I did.

I bought a napoleon bbq, It stopped working properly 1st summer. The regulator valve started leaking. Went through a dozen propane tanks (leaking) until i figured it out when it started making loud hissing noises and stopped working. Now what? No parts available so no barbequing. What a dissapointment.

Don't buy Napoleon....
Spent a good amount of money on a Napoleon Grill less than 2 years ago, the sizzle burner grate is falling apart. We have been trying for weeks now to get in touch with customer service. Calls are never answered. Emailed and received a reply from "David" who instructed me to call customer service 🤬 At this point we wish we would have bought another Weber!!!!

Napoleon's customer service is the worse, I have been trying to contact them for 4 days regarding my interior lighting on the Pro series grill (not working) and have not received a call or an email. For the money these grills cost Napoleon should be calling you to ensure you are satisfied with the product they sold. At any rate think twice before spending your hard earned money with a company that does not value your business.

I haven’t used the grill yet. Just got it delivered but I just want to say, whoever’s idea it is to put adhesive stickers all over the stainless steel is a moron. First of all, it took me forever just to peel them off, now, I still can get the stick residue off. I have tried everything from cooking oil, rubbing alcohol, soap and water.. used a kitchen sponge and scratched the stainless.. this is an absolute joke!

so far I haven't even been able to assemble this unit as it's directions are for 8 other models..... that being said even when the pieces line up....they don't and I find myself pulling or pushing to barely get the screw to fit......I've made it halfway throught the installation book and now I'm not even sure if I'm looking at the same BBQ. i could possibly be installing a differential based on this guide....

I bought a top-of-the-line napoleon Prestige Pro 665 for close to $4k less than a year ago. This thing is falling apart! It started with the LED rings dying like flies, to the Proximity Sensor not working so the lights stay on constantly, to parts of the plastic housing, and even the welds of the grid breaking. Their customer service is incredibly bad and unable to address the concerns of their customers. Stay away from Napoleon Grills as far as you can!

We got this at Lowe’s and was pushed quite heavily on us from the salesman. Had it for 1-1.5 years. This is the problem: the back is completely open so you can’t maintain heat. On windy days it blows out the flames. Oh, and in the winter, it doesn’t get above 300 degrees. We live in the Carolinas, not Canada so this is most disappointing. We have had many grills in our life, and this is the first to have severe issues. We are buying a Traeger next.

They seem to rust very quickly , worked for a year OK , after 5 years only one burner of three works - the collection pan is completely rusted away.
The side burner, not sure what is called, seems dangerous , the pipe to it is rusted and flames coming out.

I purchased a new napoleon BBQ June 1 of this year and by July the ignition switch for the side and back burner stopped working as of today October 26 I have still not recieved the parts, the sales rep and customer services are a joke to say the least. Does anyone at this company care about customers ? I can say absolutely not !! So much for buying local. As a contractor I will no longer be sending my clients to this company for anything !!!

Bought a Napoleon Legend barbecue about 3 1/2 years ago and all 3 burners and cover plates have rusted out.
Back plate , ledge for drip pan and ledge that burners sit on have corroded partially away.
Not a problem since Napoleon claims they have a 15 year warranty on their product.
Attempted to complete their site warranty claim 5 or 6 times by filling all the required info out which it did allow including the pictures of the receipt , the barbecue itself which each had it's own tab , but each time I attempted to add the pictures of the corroded parts , the whole site disappeared .
Three additional emails to customer support have failed to be answered. Had a Weber barbecue years ago which lasted 7 to 8 years before replacement parts were required.

Poor product and worse customer service. A $1,200+ grill should not need to have parts replaced every year. Nor should the entire interior rust out in a couple years. There is no longer a place to mount the replacement parts. I would LOVE to add pictures here to prove that the grill was garbage. Best I got from the company was an offer to buy replacement parts. Eventually they offered 15% off but the parts rusted out the first and second times. Why would the third be different. They look cool for sure. Don't waste your money!

Contact them online! I Sent them a message online in their « contact us » section, 36h later i got a response. David was super helpful and courteous we exchanged a few emails. He replied really quickly.
Thanks Napoleon
Ps amzing bbq (Napoleon phantom prestige 500)

Mike