Napoleon Reviews 

Have an issue with their product I just purchased called their number was on hold for over an hour and a half before I decided to hang up also try to connect with an online support which was never answered!

Purchase through Amazon and it was delivered for free the next day. The box looked okay but it was delivered upside down and with its weight I decided to open from the bottom. A small black screw fell out immediately and now I know where it came from. The right side end cap on the control panel was broken and not properly holding in place. The part is only $3 and with the warranty is free but Napoleon wants to charge $25+tax to deliver it. You have got to be Effin kidding. I am not finished in my bid to let the public know. More to come.

I purchased a Napoleon Rogue 4 burner BBQ from Costco over a year ago but didn't assemble it till this past June. My complaints are:
First off, the company is impossible to contact for any information.
The grates are a " wavy" pattern with too much of a gap so that you have to be very careful not to lose your hamburger through the slot and onto the baffle underneath when flipping.
The grates frequently fall through the side support edges. The grates are to small for the body, as is the griddle.
It is difficult to char anything as the grates are too high from the burners. It gets hot enough if the top is closed but searing is difficult without over cooking.
The side burner is too small for a 10 inch frypan and the plastic border touches the pan and melts.
Overall I am very disappointed for what I thought was supposed to be a quality product. I regret my purchase and should I be in the market for a BBG again in the future I will purchase another brand for sure.

Extremely Disappointing and Serious Safety Experience — Immediate Resolution Needed

I purchased a brand-new Napoleon Prestige Pro 500 grill expecting a high-quality premium product. Unfortunately, my experience has been extremely disappointing and, more importantly, involved a serious safety incident.

After the grill was professionally installed and connected to natural gas, the installation and gas connections were checked for leaks before the grill was operated. I was then instructed to run the grill for approximately 30 minutes for the initial burn-off before cooking on it.

Approximately 10 minutes into that initial burn-off, the grill caught fire.

The fire became serious enough that I had to call the fire department, which responded and extinguished it. This happened before I ever had the opportunity to cook a single meal on the grill.

I immediately contacted Napoleon and opened a case:
Case #CAS-987369-N9M6L4
Customer Experience CRM: 0795216

This situation requires immediate attention, not a routine warranty response. The damaged grill and numerous parts are now on the ground in my backyard. Because of the condition of the area, I cannot even safely allow my dog into the backyard. Until this grill and the related parts are removed, a portion of my home is effectively unusable.

I have preserved the grill, natural-gas connection, and related components so that Napoleon can properly investigate what caused this incident.

I am asking Napoleon to urgently send a qualified representative or authorized technician to inspect the grill, remove the damaged grill and all related parts from my property, and arrange for a replacement without unnecessary delay.

This was not a minor malfunction. The gas connections had been checked for leaks, yet a brand-new grill caught fire approximately 10 minutes into its very first burn-off. The fire department had to respond, and I am now unable to safely use my backyard.

I should not have to wait through a prolonged process to resolve a situation of this seriousness. I need Napoleon to act immediately.

I will update this review to reflect how quickly and responsibly Napoleon responds and resolves this matter.

I bought this grill from Lowes in July. It came with missing and damaged parts. It's now September and I'm still missing parts and can't get ahold of anyone to figure out how to navigate their customer service. They need to fix this service and get me the missing parts. If anyone actually monitors this my warranty claims are #16716 and #14394.

I tried emailing the address on the instructions first. Got nothing for a couple weeks. Went to their site and found a new email and finally got a response after a week. They sent me to a warranty portal. Portal was easy to use but they only actually sent 2 of the 3 parts I requested. I submitted another request and then they cancelled it with no info on why. I've been on hold trying to call for hours. I don't know how to get the part from them or get someone to talk to. Its the grill grates, I can't grill without these.

I am so frustrated.

I purchased a Napoleon Prestige 500 (LP Gas) grill in 2023. I clean my grill every six months and I do not use it a lot. I have noticed over time the grease pan was getting corroded with heavy rust. It finally rusted thru leaving a big hole. I went on the Napoleon site to file a claim. As I processed the claim I came upon the shipping section and they want me to pay a $25.00 shipping fee. I spent close to $1,500.00 for this "great grill" and the grease pan is rusted out and you want me to pay for shipping!!

Well that's not going to happen. I'll find a work around and Napoleon just lost a customer and I'll be sure to tell anyone thinking of buying your product to not waste their money. I had a Jen Air that was 20+ years old and I wish I would have kept it. I don't know what I was thinking buying a Napoleon. Lesson learned.

Customer service is terrible. tried calling and was told it was a one hour wait. Did a on-line chat and had to keep asking if the agent was still there. What a joke. I'll stick with American Made in the future.

First time buying a "premium" bbq. Always bought lower priced "value" bbqs and maintained them with replacement parts as needed, usually lasting approx 15 years before replacing. Figured it was time to try a premium quality product and spent the big $ for the experience. Being Canadian, especially in the Trump era, I wanted to support a Canadian business so I was a little biased in my decision criteria. Finally settling on a Napoleon Rogue Pro 525, believing in a Canadian company to deliver quality.
First point, I do like the bbq and am impressed with the grilling results. Quick to hear up, cooks faster than previous bbqs and provides more consistent heat across the grill. Sear burner is extremely hot and provides a very quick sear.
Cast iron grills are great quality. Burners are easy to ignite and temp control works well.
So, on to the issues. Purchased new, undamaged box, seemingly well packaged........both doors severely dented. This is not a product to return to store so have to go through Napoleon warranty process. Unbelievable, I have to pay for shipping for the replacement doors. Napoleon sells a damaged item and then requires the customer to pay for it to be fixed. Shipping time was a month. Replacement doors packaged so much better than the originals. BTW, further research suggests that damaged doors from Napoleon are a common occurrence. They obviously know this and just ignore it instead of fixing the problem. I have no faith in the Napoleon warranty, something that they market as significant value.
In my research, I read that Napoleon has a battery powered ignition system, apparently requiring 3 x "D" batteries. That alone would have stopped me buying the bbq. Seems that they replaced it with their new Jetfire ignition.........common type system to almost every other bbq. I made sure that my purchase was a model with Jetfire. Imagine my surprise when found a battery box and 3 "D" batteries...........what the heck! (Not my word) Turns out that they still use this ignition purely for the sear burner. Unbelievable and absolutely ridiculous. Not to mention it has taken a lot of adjusting to actually get this to spark.
Bottom line, a good quality "expensive" bbq with some flakey parts. Horrible warranty and complete lack of customer support. Should mention that trying to contact a real person at Napoleon is a futile exercise in frustration. Embarrassing that this is a Canadian company. Honestly, I get much better support from Chinese companies when I buy from Amazon.
Time will tell whether this turns out to be a good purchase. I would let you know in 15 years but I doubt Napoleon will still be around.

Absolutely the worst costumer service can not get anyone to talk to just on hold for hours order parts they took my money / $25. for shipping no problem lol and have waited months didn't arrive when they said date keeps moving ahead But I could of ordered the parts off Amazon and got them in 2 days !! So much for their Warranty it's not worth anything !!

I spent over an hour on hold with customer service concerning my BBQ Rogue Series 525, to see if my cooking grates are under warranty. The grates rusted after 12 months, which is ridiculous, I never spoke to anyone, tried to chat online and no response. I will never buy another Napoleon BBQ because of their customer service.

The hose that goes from the tank to the burners failed and the grill caught fire! Luckily we had a fire extinguisher handy and saved our home. However, Napoleon customer service would not replace the grill despite a long warranty. They want to replace only some parts and want me to put it back together. When I ordered parts online, they denied altogether. HORRIFIC EXPERIENCE and NOT WORTH THE $

Barbeque is only 2 months old and will not ignite, I have tried contacting napoleon by phone and online. So far I have booked a telephone call and the soonest time is 24 hours away. I am also on hold and waiting for a callback if it comes as I requested a call back a hour ago. I am sorry I purchased this grill and I will see If I can return it for a refund.

My BBQ did not work at all from the moment I tried using it. I tried getting a hold of Napoleon online (let's chat) and by phone. Both ways, did not get through. Online, waiting for hours no one came on to chat and by phone on hold for hours. Terrible way to do business. Honeslty, I would not recommend buying anything from this company, I know I won't again. I had two BBQ's and both failled miserably. People, don't waist your time with this company, even if the deal looks good, not worth it.

I have been waiting on phone for more than 2 hours and 30 minutes. I previously chose the option if a call back but they never did. The after service is impossible. None of the store have what I need and the company will not answer or call back. Beware of buying from them as you may start a very frustrating journey if you happen to need any after service.

I tried to register my product online, but the registration webpage does not work.I then called the Customer Solutions phone line multiple times, only to be left on hold for extended periods without speaking to anyone. I also requested a callback but never received one. As another attempt to get assistance, I used the online chat service. Unfortunately, the chat representative simply directed me back to the Customer Solutions phone line, which has been impossible to reach. Overall, I have made several attempts to register my product and obtain support through your available channels, but none have been successful.

Unbelievable poor customer service. Wait times on the phone 3 hours long only to be disconnected. Virtual chats time waits over 40 min without any indication if you are on hold. Submit a warranty claim - not sure if it went through the portal as no email address was ever asked. Never imagined a company like this would have such poor customer service!

Grill is great but I am extremely disappointed with my experience trying to get support. I received a damaged hood!

Over the past week, I have spent countless hours trying to reach someone. On five separate occasions, I waited on hold for 3–4 hours, only to have the call disconnect just as it was finally my turn to speak with an agent. I have also used the callback option multiple times, yet no one has ever called me back. I submitted your online contact form and received no follow-up, and my emails have gone unanswered as well.

This level of customer service is completely unacceptable, especially from a company that markets itself as a premium, high-end brand. I purchased a Napoleon product expecting quality not only in the product itself but also in the support that comes with it. Instead, I have been left with no way to resolve my issue.

What kind of company does not stand behind its customer service or customer satisfaction? It is incredibly frustrating to invest in a premium product only to be ignored when assistance is needed.

Napoleon has the worst customer service I have ever dealt with.
Sent an email a month ago and another 3 days ago. No reply.
And forget trying to call them, they either don’t answer or your on hold forever.
I will never buy another product of any kind from Napoleon.

the grill is great, but if you need parts , it is a disaster. I have emailed, called, emailed again, called the place I bought it. today, I was told that my wait time was 4 hours. I needed parts and since I cannot reach anyone at all about that, I have to buy a whole new bbq. :Craziness.

I need a part for my barbeque under warranty however they never answer their phone. They do not enter the chat and you cannot get in touch with them, so their warranty really isn’t a warranty because you can’t get any parts and you can’t talk to them do not buy

Two days in a row sat for 3 plus hours on hold while working. Then it just hangs up with no response. When you go on their chat it just closes out with no response. I have had open orders since early June I can't get updates on crazy stuff! EDIT: If you need help call 888-721-7253. They picked up within 2 mins. Its the dealer support line.