Napoleon Home Comfort Barrie

Rob from Napoleon went above and beyond to help us. We’re so thankful for everything he did and his amazing team! Excellent service, very fast service, very friendly and personable. Will definitely use again! Thanks guys!

We are extremely disappointed with the way we were treated as customers. April made up our order. We purchased a woodburning fireplace, a furnace, an HVAC, an on demand water heater and an air conditioner. She said she was ordering everything we would need for any kind of installation because we were only starting our house and things were changing. She told us we could return what we didn't need. The order came in earlier than we expected. April said we should pick it up as soon as possible because someone might take things to fill other orders. We made 3 trips to pick up our order because it was not complete. We live 2 hours away. The last part had to be shipped as we had had enough. When it came time to return the extra parts, $2000+, we were told that there would be a 40% restocking fee. Never mentioned before. We assumed since April ordered them, that we would get our money back. No, they kept approx. $1000. NOT IMPRESSED!!!!

Unfortunately we did not have a good experience here high is unfortunate. We bought a Muskoka fire pit from them back in the fall 2022 and we were lead to believe it would be 2 weeks till it arrived. It was not optional to omit the lid.A month later we still had not heard anything, we called to f/u with respond the sales associate Meagan we were dealing with would call us back. Which never happened.We finally were altered that it was in fact there the entire time. Had to again wait for the lid as they couldn’t locate it on pick up. It was almost another month till we called and it happen to be there.Very disappointed with the lack of communication and customer service. It felt like they just took our money and didn’t bother with us after that. Would not go back or buy from them

I have used the maintenance service of Napoleon for the past several years for my condo HVAC system. They are always courteous, professional and clear with their communication and advice. It’s a pleasure to have them available when I need service!! Service in June 2022 was exceptional

We purchased a beautiful Napoleon propane fireplace in mid 2022. The salesperson was friendly and very helpful. It was installed in the fall and unfortunately one of the glass panels was broken and had to be re-ordered. The glass panel arrived and was installed after a few weeks. Within two weeks of using the fireplace, the glass turned black with soot. A technician came and cleaned the fireplace and adjusted something and the glass was black again within a week. We have had this same scenario 4 or 5 times (they send a tech, it gets cleaned and turns black again). Why would they just keep sending people to do the exact same thing? I should add that each time Napoleon sends someone out, we have to move furniture (white chairs that I don’t want to get covered in soot) and cover the floor with a tarp and we live about 1.5 hours away from the Barrie location. What a waste of time and money. We were told that all the components look fine and it’s likely a venting issue so they said they would send installation techs and we would have to open up the wall so they could see the venting. On Tuesday May 2, we had 2 techs come to our house - once again a thorough clean was done and a call to Napoleon customer care was made - a few things were tried but the flame characteristics are still not right. We were advised that a ticket was opened (finally!) and the “experts” at customer care would discuss our issue at their weekly meeting that Friday and we’d be advised what the solution would be. A follow up email on Monday May 8 was sent and we received a response that they hadn’t yet heard from customer care and would let us know when they did. My husband called Friday morning May12 and asked to speak to the manager - no return call. We’ve had a gaping hole in the area above our fireplace for two weeks and haven’t been able to use the fireplace. We’ve been very patient but we paid a lot of money for our beautiful fireplace and haven’t been able to enjoy it. How much longer do we have to wait? It’s been over 6 months - will our warranty period be extended? Will we be provided compensation for the time and effort we’ve taken each time someone has been to our house?We didn’t want to resort to putting our issue out there publicly because everyone we’ve encountered has been nice - just people trying to do their jobs. But this organization really needs to look at their service model - when something doesn’t work the first time, try something else, not someone else! We are at the point where we just want the thing either fixed or replaced so we can cover up the hole and enjoy our fireplace.UPDATE: Napoleon has replaced components within our fireplace.

Walked in this morning looking for a solution to our builder not completing our gas fireplace, walked out with the exact trim kit we needed in hand and we were able to install it tonight. Looks way better!Big Thanks to Ivor for his patience finding the solution and excellent customer service (and thank you Mina for the freshly baked cookie) !!!!

One of my control knob lights happened to burn out. Reached out to the service team. Seven days later had a new replacement knob in my mailbox. Took all of five minutes to replace and perfect. Thanks for the great grill (665) and great service.

Great selection and definitely higher quality bbq’s than the big box stores like Costco but out of my price range.

*Edited after the same type of response I had from their managerThe part can be found on Amazon for $14. 99. It is a universal part that your technician installed. It is evident by your response that you still miss the point of my review. Yes there was confusion with the service call

Buy once, cry once! After many, many junk BBQ's we decided it was time for quality and last year we purchased the Prestige 500 with the side sear (still to be used). If you want to see what grilling magic looks like, please drop by the showroom. I haven't seen anything on the market with as accurate temperature control plus the indirect heating gives you an almost convection quality. All burners are lit in red to show active or not turned off after the tank is closed, or blue for not in use. A handy feature as you enter your senior years. Thinking it couldn't get any better I received a grilling plate for my birthday and now it's a world of grilled onions, crispy quesadillas, to say nothing of bacon and eggs on the grille. I'm having recurring dreams of a grilling basket on the rotisserie so I'd say it's a safe bet that Napoleon will put back the thrillin' in the grillin'.