Napoleon Reviews 206

My grill is about 8 years old and is covered with a Napolean Grill cover when not in use. The inside of the grill is rusted and fell apart where the gas is carried so 2 burners are no longer safe to use. The back of the grill is also rusted and has rusted through and is now broken as well. I would not have expected for what I spent for this grill for it to literally fall apart.
I will not buy another one and the company has said they will SELL me new parts!! The rusted back is not repairable in any event. No thank you!!

I have a 4 burner lex napoleon stainless grill it’s about 4 years old. I have replaced the bun warmer as it rusted out. I have replaced both shelves edges as the plastic broken. I also just replaced the ignition switch for the side burner. The shelves failed again and I used gorilla glue to repair. The grill is used regularly and always covered. It does not cook as well as a Webber we bought at Home Depot for our summer home and less than 1/2 the price. This grill has been very disappointing for the price!

I have had problems with my grills ignition system. I tried calling their customer service multiple times and each time I was on hold over an hour and no one ever picked up. Several times I used their callback service where they say they will call back between 1 to 4 hours and they never did. Stay away!

My wife bought me a LEX 730 for fathers day 6-2019. Summer of 2021 three gas tubes, the infrared burner, and one control knob went bad. Called Napoleon customer service so many times since the summer of 2021 through May 2022 I lost count. Still have yet to speak to a human being. There prerecorded message states they will call you back within 4 hours. WRONG!!!
I can’t even order these parts off their website. I recommend buying a grill locally that offers replacement parts as things do wear out.
Update: 6-2022
Finally spoke to customer service. She was very nice and helpful. I received my replacement parts in a timely manner. I’m disappointed that Napoleon only warranties the $150 infrared searing burner for 2 years. I recommend you start calling 1 year after purchasing a Napoleon grill and request a replacement infrared burner so when it fails in the third year you don’t get stuck paying for it.

Don't buy a Napoleon Grill, their lifetime warranty is deceiving. Stay away from them specially if you live in Florida.

Beware of their customer service, because what they call lifetime warranty really means, is that if something goes wrong with your grill you are pretty much on your own.

My grill's electric system broke after only a couple of weeks after I purchase it (prestige pro built in gas grill). I have called their customer support at least 7 times for the last two months and the answer is either "we are trying to find a local reseller who can come to your home to fix your appliance", or "we'll send you some parts for you to fix your grill yourself". I have never heard any reputable appliance company saying something like that, I mean, the grill was purchased a few months ago and it's already falling apart. I understand that I might have had bad luck with this particular grill, but their customer service and excuses are rather ridiculous. The bottom line is that they probably don't sell many grills in this market, therefore they lack a post service channel network who can take care of this.

I have sent who knows how many emails and called them many times more. I have pretty much given up on them,and took the time to write this in the hope that the next person considering buying a $2000 Napoleon Grill knows what her/his risk is. Don't be fooled by the bells and whistles they feature in their website.

I suppose that my research was not good enough and that I was misled by their lifetime warranty story. Shame on me.

My prestige pro 665 was blown over my deck by a windstorm. Quite a bit of damage to the left frame. Everything was bent badly. Also windstorm damage is not covered by the warranty the shipped me a out a complete new left section of my bbq without asking any questions and with no charge to me. Very impressing. Would never go back to Weber. Told my buddy what happened, he picked himself up a brand new Napoleon bbq too. Well done.

WORST FIREPLACE AND CUSTOMER CARE, SERVICE AND SUPPORT FROM NAPOLEON.

Bought a Napoleon Taylor Electric Fireplace approximately two (2) months ago from Stubbie’s Brand Source in Tillsonburg, Ontario, Canada.
The Fireplace is not being used constantly, as it’s still late summer here in Canada.
We started having an issue with the Fireplace the very first time there was a Power Outage and continued after a few more Power interruptions.

When we tried to turn the Fireplace back on, after the Power interruption, the lighting and the Fire log would not come on, only the Heater would work.
In our and our Master Electrician’s opinion, there was definitely a defect with the Circuit board in the Fire Box.
I contacted Stubbie’s and explained the issue with the Fireplace and requested the Fire Box be replaced.
This issue with the Fireplace continued after several Power outages, i.e., every time there was a Power outage, we had to remove everything from the Mantle, pull the Fireplace out from the wall, unplugged it and re-plug it in again for the Fireplace to continue working. This exercise was beginning to be very troublesome, as well as cumbersome.
Stubbie’s contacted Napoleon, and reported back to me that Napoleon had never heard of this happening with any of their Fireplaces.
After much back and forth between Stubbie’s and Napoleon, Stubbie’s informed me that Napoleon had now changed their tune and was now claiming that this was a built-in safety feature and that after every power outage, the Fireplace needed to be unplugged and re-plugged back in to reset it, this didn’t make any sense at all, as the power coming back on is paramount to unplugging it and plugging it back again, also Napoleon was now claiming that the Fireplace should be on its own dedicated circuit, so that it can be easily reset by resetting the Breaker in the Electrical Panel.
Napoleon’s claim that the fireplace should be on a dedicated circuit is total garbage
No one buys a Fireplace and then installs a dedicated circuit, which our Master Electrician also confirms.
Our Master Electrician also stated that he has never heard of a Fireplace with a safety feature that requires it to be unplugged and plugged back in again, to reset it, after a power interruption. Even Stubbie’s confirmed to us that they do NOT have this issue with the display of the exact fireplace, in their showroom.
It is obvious to us and our Master Electrician that this Fireplace is defective, despite how Napoleon spins their rhetoric.
Since Napoleon refuses to acknowledge that there is a defect with the circuit, they have refused to replace the defective firebox in this Fireplace.
Stubbie’s has agreed to accept the return of this Fireplace, but only for a “Store Credit”, which we reluctantly agreed to.
Needless to say, we are totally dissatisfied with the manner in which this issue was addressed by Napoleon.
Napoleon’s Customer Care, Service and Support is absolutely lacking, as a matter of fact it is totally non-existent.
We will never purchase another Napoleon product again and implore family and friends to stay clear of purchasing Napoleon products again.
Needless to say, we do not recommend Napoleon products to prospective buyers.
Buyers beware.

I have a 3 burner triumph Napoleon bbq less than 2 years old

Only 1 burner works now
Other burner kick out and die when I try to ignite one more

So many flare ups when grilling

I spent $400 on this bbq with retail of $600

So disappointed for the money I spent

First time I bought a Napoleon bbq based on word of mouth from a friend never again

Don’t understand the flaws in the design and how to remedy them

Spent $250 on a Walmart bbq in the past and never had these issues.

I’m an engineer and need a solution on fixing this bbq for the money I spent over $400 with tax on sale

Please Napoleon bbqs make this right or I will advocate with all my contacts that the triumph 3 burner bbq is flawed by design ?

Napoleon has terrible customer service. There was a manufacturing issue where the hood of the barbecue cracked resulting in having to replace the whole manifold. After many calls to customer service, we did not receive any compensation only minimal instructions on how to replace it. They were not helpful and there solution was to pay for a service person to reassemble. I do not recommend Napoleon at all. Very unhappy with the producet and the service.

They have a great customer service department! I had a bent/broken part in my shipment. I'm confident that the damage occurred in the shipping process and not at Napoleon. Regardless, they shipped me a replacement part without question. They said the important part was for me to be able to assemble my grill. They would go back and seek out reimbursement from the shipping company or supplier that sold me the grill, because all shipments leaving their warehouse are recorded on videotape. That is customer service 101! So many companies should take note

We purchased the Napoleon PRO 665 built-in grill and love it. Our customer experience was great. When I needed some tech assistance, they were very helpful and Canadian friendly and got on their FaceTime app with me and checked things out and gave "hands-on" help. I would highly recommend purchasing from Napoleon. Great price, great product, great support.

Terrible customer service and not great bbqs stay clear stick with WEBBER

J'ai acheté au Distributeur en France (RAVIDAY) un Barbecue LX485 (plus de 1000 Euros !)

Ce matériel m'avait été "vendu" comme canadien MAIS il venait directement de Chine via un grossiste des Pays-Bas (WOLF STEEL EUROPE BV)

Ce barbecue n'est pas conforme aux normes gaz de France et donc DANGEREUX !

Après de nombreuses réclamations j'ai reçu un raccord laiton inutilisable.

Depuis (Août 2019) le vendeur ne répond plus et NAPOLEON au Canada et aussi en France n'ont JAMAIS REPONDU à aucune de mes demandes !!!

(J'ai même proposé de PAYER la pièce qui aurait dû m'être livrée !!!! SANS REPONSE)

Donc : Je ne sais pas s'ils sont sérieux au Canada MAIS EN FRANCE : MEFIEZ-VOUS !!!

I purchased from a French Distributor (RAVIDAY) a NAPOLEON BBQ LX 485

This item was "sold" to me as manufactured in Canada BUT in fact it was delivered directly from China through a Wholesale Company in The Netherlands (WOLF STEEL EUROPE BV)

This BBQ is not suitable for the French gas supplies and so DANGEROUS !

After several claims I got a brass fitting which is useless

Since then (August 2019) the seller does not answer anymore and NAPOLEON in Canada and also in France NEVER GAVE ANY ANSWER to my requests !!!

(I offered to PAY for the spare part which should have been delivered to me !!! NO ANSWER)

SO : I do not know it they are reliable in Canada BUT IN FRANCE : BEWARE !!!