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ComplaintsforNapoleon Appliance Corp
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
26/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I originally contacted Napoleon about my temperature gauge breaking on my Rogue XT grill that we purchased 2 years ago. The temp gauge broke the last week of August 2023. I contacted Napoleon on 9/1/23 about getting a replacement gauge under warranty (Rogue XT grill has bumper-to-bumper warranty for 15 years) and they replied back on 9/14/23 that one would be shipped out to me. To date, none has been sent. Every time I contact them for a status update I'm given a new date sometime in the future. They have done this 7 times now. **** ** ****** ***** ** **** ******Business response
02/01/2024
*******,
Thank you for reaching out regarding your experience with Napoleon. I will review your case and provide follow up actions.
Customer response
02/01/2024
Complaint: ********
I am rejecting this response because: this doesn't resolve the original issue nor provide any resolution to the problem.Sincerely,
******* ****Business response
10/01/2024
*******,
A member of our team has spoken to you regarding the supply of the replacement parts and also provided the tracking number for your order. If you have not received your order please contact us to rectify the situation.
Thank you,
Larry
Customer response
11/01/2024
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.Scott from Napoleon contacted me and was super helpful in finally sending me the part. I truly wish it didn't have to come to this.
Their customer service procedures and/or protocols need some serious adjustments.
Sincerely,
******* ****Initial Complaint
17/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
May 2021 - Purchased Napoleon Grill From **** *** ****** ***** ********** - Napoleon Rogue 425 42000 BTU Propane BBQ with Grill Cover - Black April 2022 - Warranty Claim ********* made directly with Napoleon for defective burner. Grill can no longer be used. May 2022 - Confirmed Serial # which was already provided May 2022 - Napoleon Estimated a delivery date of replacement to be June 1st 2022 or sooner June 2022- Follow up with Napoleon, no delivery August 2022 - Follow up with Napoleon, no delivery. Offer from Napoleon for store credit of $175 for grill accessories which will not fix grill October 2022 - No communication or delivery ETA provided from Napoleon October 2022 - ***** ******** ******* *********Business response
17/11/2022
Hello,
We have responded back to the customer several times via an existing case ********* we had open were we are working with him to get his grill repaired.
Sorry to hear that you have been experiencing problems with your grill. We appreciate your patience, as we are in the process of reaching out to one of our Registered Napoleon Grill Service Centers, to assist with the repairs of your grill, as a customer courtesy at no charge.
Once they have accepted the Service Call, they will contact you directly to set up a scheduled onsite visit.
Thank you for your patience as we work through this process.
We are very confident that our local technician will be able to resolve the issues with your grill and install the part for you.
We have also processed your free accessory order * ******* for the below 2 parts. Shipping usually takes approximately 10-12 days.
***** * * ****** **** ****** * ***** ***** * ****** *** *** *** ** ****** *****
If you need any further assistance regarding your case, during this time we encourage you to still email us, at [email protected].
Regards, Customer Solutions Team Lead - Bilingual
Service Network Lead
Napoleon Customer SolutionsCustomer response
24/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. As of November 24th, 2022 I have received my replacement part and Napoleon has installed it. While I am disappointed to have been without a usable product for the better part of a year, I am happy with the steps taken by Napoleon once I initiated a complaint with the BBB. Thankyou.
Sincerely, ***** ******
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Customer Complaints Summary
11 total complaints in the last 3 years.
5 complaints closed in the last 12 months.