Napoleon Fireplaces

Unfortunately, our fireplace box/kit was missing a key part - the gasket.
Note: Our unit was unboxed while an installer was here (factory sealed still).

Extremely frustrating for both us and our installer as the job is on hold without this critical part.

Our installer was so great and called Napoleon's office on our behalf to try and secure a replacement part for us.so we could get the job completed (avoiding having to reschedule).

My son headed up to Barrie immediately to pick up the missing part; upon arrival.he was told that it wasnt there? Inventory was incorrect??
He then asked the young lady at the desk to check if we could get the part from another unit so we could get something back to our installer asap since he was waiting?
Again.was told a replacement gasket could not be located anywhere?

To save time and the added expense of having to have the installer COME BACK.......thank goodness our installer was resourceful .he called around locally and found some material that he could fabricate a gasket with on site.

We are so very happy with how our installer handled the situation and a little frustrated with the contacts at Napoleon . as we did not feel like there was much effort to help us address the issue with the missing part from our unit. Which really was Napoleon's issue to deal with!

I reached out to our sales person the very next day.......explained our situation and how I struggled with the lack of effort to find the missing part in a timely fashion as we were on the clock with our installer.
I sent them the invoice for the material required by our installer to fabricate the missing part....... $40 total.

At the very least.we were expecting Napoleon to reimburse us for the cost of materials substituted for the missing part. Never mind the inconvenience that resulted and the time and gas spent running up and down the highway to try and pick up the required part?

The answer we received......"I am sorry, but since it did not transact as a warranty claim, there is no way in our system to process a refund for the $40".

Wow......that the response.......not even...."let me see what we can do and I am so very sorry for the inconvenience this caused"? I guess our expectation in purchasing a brand new fireplace from Napoleon that it would include ALL required parts is just crazy?

People at Napoleon are only doing what they are told...so I do not blame our sales person. However, I think it is appalling that Napoleon does not empower their employees to take care of customers.

Very disappointed in the lack of customer support with something that should have been so easy.

We came in to get a part for our Fireplace we had the part numbers and she argued with us that they didnt have it. We gave her model number and parts number as my husband is an hvac contractor and searched it out. She was very rude and continued to argue finally she listened and found the part. We also wanted an igniter and knob for our bbq all she did was offer us customer service number to call for warranty never asked us how old the barbecue was. This type of product is not covered by warranty she should have known this. Very dissatisfied with service. We now have to drive again back to Barrie for part

Napoleon High Country stove insert NZ3000h-1
We purchased our stove in July 2021 at a cost of $10,000. In February 2024, we could no longer open the door to the draft which means we could no longer heat our house by burning wood.
The following are the details steps we have taken to date.
- We called the store to see how to fix the problem. They had never heard of this problem before and advised us to call Napoleon/manufacturer directly. We were frustrated that we werent getting any support. I decided to remove the front of the stove to see exactly why the draft door no longer opened.
- On February 5th, I called manufacturer and explained in detail what our problem was. I was told that the nuts in the draft door should be brass and they were NOT. In my books, this would mean manufacturer defect. He then proceeded to tell me that this problem was not under warranty. He was going to send us the brass nuts along with instructions on how to fix the issue, as there was nothing in the operation manual.
- We received a confirmation email advising us we should receive nuts and instructions in 3 weeks. To date (April 20th), we have not received anything.
This stove is our main source of heat and since February our electrical bill has increased by $300 monthly.
This company does not have a Representative/ repair person in our area to help with any issues. Since they say they have never encountered this problem before, they would send someone to the house to look at fireplace to determine next steps at $200 an hour (at our cost). They said they would pay a one time amount of $200 which would not even cover the gas for a service call.
It is unacceptable that a manufacturer defect is not covered under warranty. Also, the fact that they do not know how to fix the problem is ludicrous. In good conscious, I could never recommend Napoleon stoves to anyone, as I am extremely disappointed and very frustrated at his point. Our problem has not been resolved.
As far as giving them a rating, it would be negative.

The door and top vent are not sealed properly. Gasket seals aren't correctly applied so, under warranty, these technicians come by and "tighten" the screws for the door but don't fix the gasket seal. The gas and combustion leak into the house and we've been breathing in that crap. They say "it's just the new product off-gassing". Contacted the head office in Canada and they agree the tech should just tighten the door (instead of actually fixing it). I did a smoke test to show that it's leaking. Sent them the video. They don't care, don't want to do a proper fix. So, Now I have to do it myself! Brand new product that isn't made properly for thousands of dollars. We've have fireplaces since before I was born and NEVER had this problem. NEVER, NEVER, NEVER AGAIN. Avoid this company.

Since we purchased our Timberwolf series pellet stove made by Napoleon we have had nothing but trouble. It is rather unfortunate that our leading manufacturer and dealer hasn't made an expensive product more reliable and easier to fix or find a repair service willing to travel up the hiway 20 mins.
Our starter has died twice and been replaced, Our auger has broken twice and needed repair. That was waited on for a week each time from another repair service in the area. We are very grateful that it is not our only heat source we do however spend in the area of $500 a year for good quality pellets as a source of heat in the evenings .
If only it didn't consistently break down

Purchased wood fireplace from Napolean in Barrie. Front face of fireplace cracked letting Carbon Monoxide into my home. Sent pictures to Napoleon clearly showing this was a product defect. Their warranty is only good until there is a problem then there is NO WARRANTY. Never purchase garbage from this company again. Hope they go out of business.

I bought a fireplace directly from Napoleon in Barrie Ontario. I told the salesman that I plane to install it myself as I am a licensed electrician and I was just replacing an old existing gas fireplace. So the gas line and wiring were already existing. When I removed the packaging from my new fireplace I noticed that the fireplace had been placed in the box upside down with reference to the markings on the box (this side up). There was no bubble rap or styrofoam packing material to protect the fireplace from damage. But it seemed alright when I removed the fireplace from the box. I went ahead and installed the unit strictly following the instructions that came with it. My unit came with tempered glass window front. After about an hour the glass spontaneously shattered into hundreds of pieces. When I called Napoleon to get a replacement window under my lifetime warranty, the woman on the phone said that my warranty was void because I installed the fireplace myself. She then, very condescendingly, began lecturing me about how my insurance company would not cover any future damages to my home related to my fireplace. I called the salesman who sold me the unit and have left several messages and he won't return my calls. I have since had to pay for a replacement glass from another company. Do yourself a favor and do not deal with this company. Their service is non existent and their lifetime warrantee is not worth the paper it is written on. ...... I also own a Napoleon gas grille that has a so called lifetime warrantee. But after trying to get replacement parts covered under warrantee, I have just given up and paid out of pocket for parts.

A sleek & attractive product but it stops working 2- 3 weeks after 6 service call. This is an expensive toy with little functionality. There is no aftersales help available.

Our fireplace reno was completed in October, 2019. We installed a Napoleon Cinema Glass electric model. Used it approximately 5 months. Went to turn it on almost one year, to the day, this fall. Got an error message. Installation company came that day to check and said it was the thermostat. We tried to phone Napoleon and their service number (we actually live less than five miles from them). No answer, ever. Tried through the reno company. Scheduled service arranged for SIX weeks later, then postponed by a day. Supposed to be here this morning. It's now past noon, and still no contact or call. I'd avoid Napoleon at all costs.

I should have read the reviews here first but I purchased a Napolean Vector Linear Fireplace from a very reputable seller who has been excellent to work with. I decided to install it myself since its a single circuit and simple gas line and vent pipe hook up. At first the fireplace looked and worked great for 2 weeks then the very expensive remote started to not work intermittently. Within a few weeks, not at all. So I called Napolean at my dealers recommendation and waited on their line for 90 minutes before talking with someone. When she found out I installed it myself she completely over reacted and was condescending that I was not educated enough to even think of installing it myself (I have a BSME in Engineering and I could have about done this with my eyes closed). She would no longer discuss the issue with me, flagged my serial # as No Warranty coverage ever and that was the end of troubleshooting. It's terrible to go from a lifetime warranty to nothing for doing something myself. Especially considering all the other issues people have plus the electronics in this fireplace. Speaking of which, look like an amateur laid them out. Some of the electronic modules were attempted to be secured my velcro in the bottom and had come loose and flopping around! It looks like a jumbled rats nest of wiring in there too. Kinda like a high school science project. Anyhow, the company I bought it from was nice enough to send me a new remote free of charge and said they don't even bother with claims through them since it's such a waste of time. Nice to know now. I'll be making sure everyone is aware of Napolean's horrible customer service and no warranty coverage if you DIY!