Napoleon Reviews 

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....

Napoleon 500 Prestige.
Looks good. Operates well. Time will tell. Mobile app needs seasoning but decent. Quality service from thebbqshop.co.uk Everyone was on point and passionate.

I have had 4-5 visits to FIX a heat pump.. at 220.00 a visit and all they have done is sprayed in gunk to gum it up as there was a leak "somewhere" to now being told.. Great news we are going to replace with a new one .. this one is toast.. but give us $2,000 to do this !! GASP!! The Warranty is MOOT to me... I don't have this and I don't have confidence in this product or company.. I was a refund or a credit towards another type of heating system.. They penalize you at every turn... There is no customer service or concern about product integrety... I am wondering if I can sell this thing on Ebay and then get enough funds to put in something more reliable

UPDATE: Why have you replied to this review requesting photos? You already have my photos and videos and I am waiting. The ball is in your court!

I recently took delivery of a pro 605 charcoal grill at a price of £1,500 (about 2000 USD). The design and build quality are just appalling. I've only had Webber products in the past (at a fraction the cost) and they are so much better than Napoleon.

The griddle plate accessory and the rear rotisserie charcoal basket have both 'flaked' their coatings on first use, rendering the food inedible and potentially dangerous. The rotisserie kit has a clear design oversight, preventing secure rotation on the Charcoal model. Best of all, every time rain hits the top of the grill, it routes its way through the charcoal hatch, stores in the drip tray and eventually overflows into the dry storage area. Did anybody even test this product before releasing it? I don't want my grill undercover, that is why I spent a lot of money on stainless!

The retailer that I bought through has been chasing Napoleon for a response but Napoleon have a 'lot of enquiries'. No kidding!

I really wish I had read these reviews prior to purchase. I somewhat foolishly relied on the price tag as an indicator of quality. The price tag is so high for one reason only... it's built in Canada. A message the company seems to push very hard. China has way more manufacturing experience and expertise than Canada and, globally speaking, manufacturing in Canada is very expensive. The result is that the customer pays more for a lesser product.

So frustrated and disappointed

I've seen a number of negative reviews but I have to say that my experience is the total opposite. I've had a Napoleon built in grill for about 15 years and it still looks like new. Everything is in great working order. I had to replace the starter but that's not surprising. Also, over time my cover became worn and I contacted customer service online to try and source an out of stock item. They were great and helped me without any issues. Nothing but thumbs up in my experience.

Dealing with the Australian Distributor Exim International (Australia) who will not honour a warranty of a grill grate that has had pieces snap off it due to poor quality. They then accused me of washing it with a hose and thats why it snapped. if that snapped due to a hose and a wire brush then what sort of quality is the prodct? They'll replace it at a cost of $70.
pathetic service. never ever buy one of their BBQs again. Not every

I am not sure where to begin with this company and my problems with their product and their horrible customer service. I bought a Napoleon NEF127 electric woodland log set for $749.00 in September 2021. The log set was beautiful and I initially gave a 4 star review. (4 stars for not being bright enough and the heater was weak)That changed quickly as I started having problems with the function of the log set and lots of error codes & having to repeatedly power cycle the log set. I ended up purchasing a new thermostat hoping that would solve the problem and for one month it worked. Then the error codes started again and I wasn't even using the heater part of the log set. I just would settle for the flame effect without heat and that also failed as error codes continued. Contacting customer service is next to impossible, when you get them they do not do what they say they will. The rep that said he'd helps' email didn't work and I could not contact him ever again(nor could the dealer). I tried the online forms and they were not geared to helping me either- more time wasted. I have bought a new circuit board to the tune of $163.49 from a dealer in NY that has been helpful. We will see if that fixes the problem. Do not deal with this company if you expect you might need customer service or parts or a good working quality piece of equipment. My 6 year older $110.00 duraflame fireplace from QVC works much better than the one I paid 6 times for! I am in need of a new grill and I will never purchase another product from Napoleon after my experience with the log set! Somebody else who cares about their customers will get my business!!!!

RUST BUCKETS It started rusting witin a few months. These BBQ are made in China and does NOT comply with australian stainless steel standards. Save your money and stay clear of Napoleon BBQ's

10 year warranty is a SCAM.
We are absolutely disappointed with Napoleon! We purchased a grill and were initially very happy with it, especially with the promised 10-year warranty. However, after just 2 months of careful use and proper maintenance, we experienced a serious incident. While turning on the grill as usual, the gas supply suddenly went to maximum (the regulator controlling gas pressure clearly malfunctioned). This caused a fire inside the grill, even though it was cleaned after each use—naturally, a small amount of grease remained, as is normal with any grill.

When we submitted a warranty claim, Napoleon dismissed it, saying, “If there hadn’t been ANY grease, nothing would have caught fire.” How do they expect a grill to be completely free of grease when it’s being used as intended? Instead of addressing the faulty gas regulator, they shifted the blame to us. The so-called “warranty” is a complete scam, and their customer service is appalling. Avoid this company at all costs!

Ordered a natural gas RXT 525, arrived fine. Instructions are horrible and I have spent all day watching out dated videos (NO instructional videos on the Napoleon website) and trying to reach customer support. Good luck with contacting them, on hold for one hour and still no answer. I would NEVER recommend a Napoleon product.

So I had a previous warranty claim with Napoleon a few years back and the parts were only covered 50% and that was fine. I replaced the parts and away I went. The barbecue is older but they have a lifetime warranty on certain components. Today the guy wrote me back and said it was 10 years. We don't make it anymore. Well the warranty says something different and he stopped responding. So if this is the way they're going to behave they don't deserve anyone's business in any category because they're changing direction and it's a bad one

I went from a 11 yr old weber never had problems in the 11yrs to a new napoleon please bring back my old weber what a peice of junk the napoleon is stay far away from them lots of hot and cold spots and seem to have a different problem every time i use it this is the end of the first season not looking forward to many more yrs

Had issues with the regulator. Was going to order a new one from Napoleon. They wanted to charge $20.00 shipping, it is in the warranty. Read the warranty before you buy.

We purchased a Prestige Pro built-in (top of the line), and after a few months it stopped working. We have been receiving nothing but a runaround from Itallan and EU service for the past 9 months.

Avoid this company, if you need help it'sa total crap shoot. 3 months waiting for a solution, back ordered parts, 6 to 8 business days between replies, a total joke of customer service. For a grill at this point, you should have higher expectations. Never had this issue with my Weber grills.

After being assured that the 15 year warranty was great, it turned out to be useless as Napolean denied my claim. There is no way I’m going to spend money to fix it and there’s no way I’m buying another Napolean. Overpriced junk.

I love the Grill! BUT after using the infrared side burner start button the first time (it worked) the next time it was shot. I did self diagnosis, I called, same phone experience as everyone else Put in a claim on the website, no follow-up. Wrote nasty emails, wrote another claim, nothing. Talked to ACE Hardware about it and they were killing themselves to get it solved for me (they are great). After a couple months they say a new starter button is being shipped. (We'll see). Also said any further claims I will have to pay shipping! HORRIBLE CALL CENTER!!!
UPDATE:
Finally got the part...no communication, other than Shipping will be charged from now on. It just came thanks to the intervention of ACE Hardware where I purchased the grill. Grill really is well built and great...but I would not recommend it because the warranty is worthless due to their customer service. All of us who purchased the grill are afraid of another warranty or service claim.

I would definitely stay away from Napoleon Grills, all makes and models, including Costco models (which is the one i have). The warranty is very much hit and miss, and from my own experience, nothing but words and no execution. Im on my 3rd email in 20 days with them asking for aupport on a grill that is 3 years old - still no response. My big lesson learned here is that I should have gone with my first choice - Weber Grill!!

Absolute junk for what you pay. My 'Stainless steel bbq started rusting, and they said i must have cleaned it with something that made it rust. Secondly, the cast iron grills cracked, and they said they wouldn't cover under warranty, as i only had a bank statement with what I paid and when i paid, and not an original proof of purchase. Basically, the warranty and customer service is non existent. First and last Napoleon bbq i'll ever buy.

This company sucks. The knobs have all broken and I have only used the grill 2 times in 6 months. Cant get in touch with customer service. I dont want to even use it because it takes an hour to take apart and clean every use. Juice leaks into cabinet underneath and I just wasted $1900.00. I just want to cry!!! What else can I say. The worst thing in every aspect.