Complaints

This profile includes complaints for Napolean Appliance Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Napolean Appliance Corp has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Napolean Appliance Corp

  103 Miller Dr. Crittenden, KY 41030

• 

  Napolean Appliance Corp

  24 Napoleon Road Barrie, ON L4M 0G8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Grill. After opening carton I found a damaged door. Filled out the warranty online. After assembly went online and filled a warranty claim for the door. Got a response back in 2 days. that the doors are on backorder and will be available to ship August 5th. August 18th I tried calling to follow up and was on hold for 45 mins. then was offered to be called back within 48 hours. I'm on day three waiting for a call back. Customer service is by far the worst I have ever had to deal with. They warranty their grills for 15 years. It might be about that amount of time before I get my door.
  As I am typing this, I called customer service again and have been on hold AGAIN

  Business Response

  Date: 08/21/2025

  Good morning ** *******

  Thank you for sharing your feedback with us.  We do have a case open under ******** and a replacement door scheduled under **********.  Once the stock arrives, we will fill the order and again apologize for the delays.  From your case submission - the door has a dent and possibly a challenge with the handle.  I respect that the delays to replace are not favorable.  We are actively waiting for the stock to arrive.

  Our phones and inbound volume can be very busy at this time of year and do apologize for the delays.  We do offer a chat feature via our website that can serve as an alternative contact point found here in the bottom right corner of the web page.  **********************************************

  One the part arrives; we will ship it to you.

   

   

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Napoleon Business should honor the feature that comes with the purchase of ***** grills that being the Condiment Basket. I did not receive item at the time of delivery. Please refer to the attached letter that will explain detail factual information.
  
  I called and tried to resolve the issue with Napoleon Customer Service on 7/7/25, I was on hold for an hour and half and I never received a 48 hour call back.
  
  
  Thank You, ******** **********

  Business Response

  Date: 07/16/2025

  Here's a polished version of your message that improves clarity, professionalism, and tone:
  
  Hi *********

  Thank you for your feedback. I’ve created an order, and a condiment basket will be shipped to your address shortly.

  Regarding the manual: On page 1, it notes that the grills illustrated may differ slightly from the model you purchased. The manual covers nine different models, which is why you may see variations. For instance, the grill shown on page 2 features five control knobs, while your model has four. This simply reflects the different feature sets among the models. Similarly, the illustration on page 4 also shows a five-knob model. Rest assured, your grill is a high-quality unit within the product line.
  

  I apologize for the long hold times you experienced. This is our peak season, and our phone lines can be quite busy. For faster assistance, we also offer a live chat feature on our website, available Monday to Friday, 8:30 AM to 6:00 PM EST.  *********************************************
  

  Thank you again for your inquiry. Once the condiment basket arrives, please don’t hesitate to reach out if you need further support. You can reach me directly at ***********************
  

  Best regards,
  ********* ********
  

  Customer Answer

  Date: 07/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** **********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company only has one phone# for Customer support, and they never answer or return phone calls. I wanted to ask a question about a replacement part but couldn't get a hold of anyone. I tried my best to get the part number from a diagram so placed a claim and paid the 25.00 to cover the shipment. I never received the part and tried calling again but never got a hold of anyone. Sent a follow up email on my claim and was told it was sent to the wrong address and they would resend it. that was over a month ago and I still have not received the part that Im not even sure is the right one. I have been without my grill all summer because it is a Propane grill, and the ignitor switches got burned and will not ignite now. Their Customer service is non existing

  Business Response

  Date: 10/08/2024

  *****,
  
   
  
  I received this by letter and our team has already actioned this with the customer.
  
   
  
   
  
   
  
   
  
  Thanks much,
  
   
  
  *****
  
   

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26 2023 I purchased a Napoleon Prestige Pro 500 Grill and accessories in Scottsdale AZ from a Napoleon Dealer. In the beginning of September 2023, the electronic Control Box broke and the grill became inoperable.
  
  On or about September 19 2023 I contacted Napoleon via the “warranty-claim” option on their web site to report / file a claim re: the control box. On September 27 I received a response from Napoleon that the part was back-ordered and would be shipped mid October. At the end of October, after still not receiving this part, I contacted Napoleon (October 30) for a status; the response was received on October 31 and indicated the “control box is packed and ready to ship out on November 2nd.”
  
  November 13 I contacted Napoleon via email and phone as I have not received this part. I was informed that the part was now back-ordered until mid November.
  
  I am requesting a full refund on the purchased grill and accessories as the grill became inoperable within 5 months of purchase and Napoleon is unable to replace the necessary broken component.

  Business Response

  Date: 10/08/2024

  Good afternoon *****,

   

  As I have the information of the customer, I will have a team member contact the customer directly at the Daytime number provided to action the customer’s request.

   

  Thanks much,

   

  *****

   

  Customer Answer

  Date: 10/09/2024

  Someone from Napoleon in Canada contacted me months! ago and we ended up resolving the issues
  

   

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Napoleon Grill (Prestige 500) on April 11th 2022 at an authorized Dealer (Bourlier BBQ), incl. prof. Assembly.
  In Aug. 2023 the Ignitor stopped working and I claimed the issue at the dealership. The dealer told me after 12 month they do not service or repair the Napoleon Grills at all and I need to find somebody else to get it repaired. I saw that Napoleon Grills come with a 10 year warranty and filed a Warranty claim directly at Napoleon. (Case Number: *********. After a requesting a few informations and pictures, I received on Aug. 4th an Email from Napoleon, confirming the claim and a confirmation that I would receive a feddback within 5 business days. After more than 5 Business Days I requested a status of my claim and never received a response or any kind of communication.

  Business Response

  Date: 08/17/2023

  Hello,   We have implemented a new internal system which has caused a delaying in connecting with our Customers.   We reached out to this Customer today and provided the components they require under warranty.   Thank you 

  Customer Answer

  Date: 08/18/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.