Napoleon Appliance Corporation & Wolf Steel Limited Review

Amazing products. They last decades and look beautiful. Also made in Canada

Amazing customer service both Justin and Elly were great the went up and beyond my expectations and helped me. i am so grateful and happy now i can use my Napoleon grill for years to come that is if i can put the grill back together :)
thank you

The remote broke on my electric fireplace 2 months out of warranty and Napoleon stood by me and sent me a new remote at N/C. Proving that is why you should buy from a reputable company.

Wolf Steel Ltd. is the manufacturer of the well-known Napoleon brand of products (Gas BBQs, Gas Fireplaces, Furnaces and Air Conditioners ).

Good place to buy napoleon products. Warehouse was really slow to lead my truck.

Best "Q's" in the Milky Way. Love the quality and craftsmanship that goes into all their products

Great Place to work. 5 Years to date. For clarity Wolf Steel Ltd. is the manufacturer of the Napoleon Product Lines (Grills, Fireplaces, HVAC Solutions).

Excellent quality and service. Napoleon BBQ is 10 years old and needed some heating replacement parts. Easily obtained and rapidly shipped.

I agree....they have the worst customer service. The NZ3000 does NOT perform like our other 2 fireplaces. And they won't come look at it. They send our wonderful local dealer to fix a manufacture problem.

Don't by a Continental Furnace.

I have a two year old furnace that doesn't work. Unfortunately, the warranty is not transferable to a new home owner. Not sure if this is the industry standard, but pretty sad for something that, once installed, is essentially part of the house. Lesson learned.

The parts are also way over priced. Apparently I need an integrated control board for $799+labor+Tax. A quick search online shows control boards from other brands to be in the $200 to $500 range. Not sure why Continental is so much more expensive.

This company is related to Napoleon Home Comfort - they literally share the same building & office in Barrie, Ontario. When you have a complaint or issue with Napoleon they claim that their staff cannot deal with other related companies to solve the issue.

When you ask to deal with a manager they are either "on vacation", away, or "in Germany". They utterly refuse to let you deal with a senior manager, or anyone in authority.

This is my post from Napoleon Home Comfort:

The worst customer service and purchase we ever made was at Napoleon Home Comfort in Barrie.

After a number of other issues, they left a leaking gas valve next to our one year old daughters' play-pen, and also caused a leak at the Enbridge gas meter. We understand problems occur, however they have a complete lack of empathy or concern. Carbon Dioxide could have killed our daughter and their response is I understand . We ask to speak with a Senior Manager or Supervisor & they refuse.

They also installed a damaged mantel & after a week of dealing with their office they came with the wrong pieces.

We are very frustrated & wish anyone at Napoleon Home Comfort actually were concerned about their customers.

This is the first time I have ever posted a review on any company. However out of pure frustration I have. I also encourage you to notice that Napoleon never responds to any Google reviews - clearly they don't seem to care.

In the past couple of weeks I had 2 occasions to deal with Wolf Steel and Napolean BBQ's to replace parts for my 8 year old Napolean Prestige Pro 450. Both time I was amazed at the level of customer service , and what the company did for me to respond to my requests..this experience in it's self would ensure that in the future I would purchase another Napolean BBQ. I have told several of my friends and neighbors about my outstanding experience ...they too..have been amazed. Thank you again Wolf Steel, and Napolean. Grant Wood, Mississauga, Ontario.

Thank you for your reviews. I will be cancelling my order today for A GDS50.
I have been waiting over 3 weeks and it is still not here.

We have been a dealer for Napoleon Products since 1992 we have seen many fireplace manufactures go out of business in the last 30 yrs , Napoleon has always strive to produce the best product and customer service , there's has been a few bumps and bruises threw the yrs however I believe they have built the best team from upper management to customer service , the dealers representing there brand is just as important, I have meet many of there dealers on special events and most work do diligently for customer satisfaction. Napoleon is an amazing Canadian company with innovative product selection.

Quality Products. We have the Rogue 525 SE and it's amazing for its price and the features is more than enough to what we need. Also have an electric fireplace with media console. Great TV stand and heat supplement when watching TV.

Dont look to these folks to back up their product or give you help...they send you to web sites, hang up on you and offer no assistance.
The part for my 4 year old Wolf fireplace has broken...its been replaced by some other part...they don't help they explain that it isn't their problem...then hang up. Poorest customer service I have encountered in a long time and I teach customer service for a 25K plus organization...I will use them as an example in my courses going forward.

Quality fireplaces! The sales staff are knowledgeable and friendly. The selection is fantastic! I recommend going here first! Everyone else just doesn't compare.

Service and support is TERRIBLE!! I have been on hold for over an hour and still waiting. Also, you have to call 15 different numbers to get the right group on the phone. An absolute nightmare to deal with this company.