I ordered Prestige 500, Grill cover and a gridlle from Napoleon website on Apr 13. Everething totaled to $2695. At the time I only got an order confirmation email which said that I should expect the grill to be shiped it in 2 days and it will arrive in about 5 days after the shipping.
After not hearing any updates from them in 5 days I tried contacting them. First I called on their Orders&Shipping support line but nobody responded and I was only able to leave a voice mail with my contacts and order details. Nobody ever called me back. Then I tried calling Warranty customer support, waited on the line for an hour, nobody ever picked up the phone. Then I sent and email and got this reply (see the attachment) after few days. No delivery estimate, no details, nothing. This was 6 days ago.
After this I contacted the store in my city that I selected during the order and as I understand it would actually be delivering the grill and they said that they are waiting for some parts from Napoleon but they also don't know when those will arrive.
I sent another email last Friday to Napoleon asking about any updates, and nobody has responded yet. Also trying to call them right now but the wait time is 1+ hour.
It's been 14 days, I payed almost $3k and I don't have a clue what's the status of the order and when it will arrive. At this point I'm thinking about filing a dispute claim to my bank just try to get the money back.
I can't believe that the experience can be this bad when you are paying so much for the grill.