Napoleon Grills
reviews and complaints

Purchase grill date 7/15/2022 (Delivered 2 pm - started unit 6 pm - melted - unable to use) FAULTY - REJECT UNIT

Filed complaint with Napoleon 7/18/2022 (Monday) CLAIM 0146023 - Some correspondence - I sent photos - receipts - all required. We spent over $1600.00 with grill and accessories that we cannot use.

IT IS NOW 7/27/2022 - I still have no direction from Napoléon or any correspondence This is not acceptable

LISA GASPAR

CELL [protected].

We contacted customer service multiple times (phone and via email)
Our barbecue has a cracked hood and as a result, collapsed while barbecuing. We called customer service and forwarded the pictures they requested. Limited information was shared with us regarding the part that would require replacing. Simply that it was an easy process. To say the least, the entire manifold required replacing. It was sent to us with no instructions. When we followed up with customer service and inquired about the instructions and possible solutions, they did not have any answers only that they could not provide any additional information and that if we wanted it repaired it would be at our cost. This is very poor customer service

Needless to say, I am very disappointed with the response I have received. It is unacceptable that I would be expected to perform a technician's job. I have repeatedly expressed my dissatisfaction with the lack of response from the company. Sending these pictures and asking me to disconnect and check for gas leaks is unacceptable. I was willing to bring it to a technician recommended by your company to complete the installation, of course not at our cost.

I will continue to pursue this as I feel very strongly about the lack of support provided. Not to mention, I have been without a barbecue for over three months. Also, as I was barbecuing it toppled down almost hitting my shoulder, unsafe manufacturing. I should consider a lawsuit.

I would like the contact information of your direct supervisor, I am dissatisfied with this solution and will like to go take this further. I have made it known that customer service at Napoleon is less than fair.

Great product in concept but the company has zero commitment to client satisfaction.They delivered a grill that does not work and I'm 4 months into trying to get one that does.

Recently, their poor customer service took yet another turn for the worse and now they simply ignore all communications from myself and the dealer that is trying to make a client whole. They sell themselves as a "high end" product. My system was delivered with cross stripped bolts, burners that didn't light or stay lit. Several repairs in on a brand new grill, still have burners that don't light or stay lit.

I spent over $3500 for a product that never worked. Now they hide behind lawyers. Do not but one of these grills. This is not a reputable company.

Do your research and you will find that they are not in it for user experience or client satisfaction. They do not stand behind the product. It comes with a good warranty but that is useless if the company backing it is not trustworthy. They basically left it at "sue me for your money back".

Go with a brand that cares about it's clients and its reputation.Napoleon cares about neither.

My Aeroplan number [protected]

I ordered a Napoleon BBQ for my father in law on 16 March 2015. I waited 9 weeks for it to arrive to his address ... it never arrived. I called the contact centre in July and they provided me with a tracking number to some shipping company i've never heard of. Called them... and there was no record of the tracking number in their system. I received a call back from the Aeroplan agent 15 mins later telling me that she was sorry and the BBQ had been returned to the Aeroplan because of failure to deliver. She said I would receive a refund of points in 5 to 7 business days.
At that point I ordered another BBQ for the my father in law which showed up 4 days later.
I waited 2 weeks and still no refund of points.
I called and and spent 30 mins on the phone explaining the situation again, the said there were investigating and that my points would be refunded within 5 to 7 days.
I waited another week and called back, started all over again and they said there are investigating as they do not know where the BBQ is... and that someone would call be back in a few days. I received a call back a few days latter and guess what... the message was ... we are still investigating and that I would be called back.
So I waited another 2 weeks... called the call centre and... no one knew a thing about my issue so I started all over again explaining the issue. Every agent that I have talked to has no idea, put notes in the system, and cannot help me... I am lots for works and have spent over 6 hrs on the phone trying to get back my 110500 points for a BBQ that was never delivered or signed for... but I suppose that someone is still investigating and will get back to me... major joke seeing that I spend over 100K a year on flights. I will be leaving Aeroplan and moving to miles and more.