California Backyard

Bought a Napoleon Prestige 500 bbq grill that cost me $1350 after tax. Was told that they only do delivery on Thursdays in my area. My delivery was set and the day before my delivery they said they couldn't deliver because they are missing a part from a Brand New grill. The grill was usable and it was missing the right side facing tray. No prob deliver it and I can install myself when part comes in. I have a gathering that is why I settled for this one rather than a Weber or the new phantom. They said they will send someone out to install part instead.

Two weeks later no call from their customers service manager Debbie. I called to check on the status. Was told there's a delay in parts from the manufacturer. (How is this possible for such a company that claims they have lifetime warranty on all parts. A competitor of Weber.) What ever, make up your excuses. Was told that they will call me at the end of the week. No call.

Following weeke called and inquired again. Said parts not yet shipped. At this point I'm getting ready to return it. (Forgot to mention, I asked them to take the floor model, her excuse was that is an older production that uses old parts. Really? !) Told them to come pick it up if I don't have my grill complete by this week.

Miraculously, she retuned my call the next day and said they have tracking number for part. The following day after, they sched my service call. The day after that they came but brought the wrong part.

I told them to take the grill or pull it from the floor model at the store near me. Servicer calls Debbie, then he told me that they have to run a delivery but they are sending a service guy to pull the part from the floor model and come back to complete my grill. The guy did come and they did finish it.

But wait. Service manager Debbie calls and leaves a message stating that they had extra parts that came in a few days ago and they are coming to do the BBQ. Really, are you really gonna lie!

To sum it up, I am never retuning there or ever referring someone there. Worst customer service from the service manager. Bold face liar. Provided BS excuses.

Take your money else where. Also
Napoleon, if this is truly the case, I am already regretting buying your grill.

Update: Napoleon reached out to me. (Didn't even call them) They assured me that I will be taken cared of. They have restored my perception of their company and I am truly satisfied with their customer service so far.

Don't take away Napoleon's customer service from this review. This review is directly due to the service I received from CA Backyard.

Such cool merchandise, love the variety and customer service is amazing!

Elk Grove, CA store location - Poor communication, poor customer service and poor transparency. I will never buy here again. I purchased a outside gas grill (~$1,800) in August 2020 and the equipment arrived two months later, six weeks after the delivery date provided to me by the sales person. In the meantime, l planned an immediate family barbecue with the delivery due date in mind.
I phoned the store at the end of the first week to ask for an delivery date update. I was told it would be another two-three weeks for delivery. I should have received courtesy calls keeping me apprised of the product. I never did. After the next three weeks expired l called the Elk Grove store and left a message for the sales person to provide me an update. He called and left me a message stating the supply chain was impacted by COVID19 and it be another one-two weeks for delivery. This is a very reasonable explanation and the sales person should have been advised me of such at the time of purchase. Poor communication. Poor customer service.
I spoke to manager at the Elk Grove store and received a call from the regional manager at my request. Neither were sympathetic to my concerns about poor communication and poor customer service.
When the grill arrived to the store l paid the balance due and asked the store manager if installed service was available. Affirmative. She said l would receive a call in one week which l did. The installation person left me a message and said he was busy and would call me back. I phoned him two times to no avail. He never phoned. Totally frustrated, l picked up the grill -delivery to my home was not provided as an option. POOR COMMUNICATION & POOR customer service

Happened to visit store before ordering on-line, so happy I did. Great sale, great service with Jen! Thank you!

Very high prices. They Would not work with me on a price adjustment on a clearance item. They would not honor a $150 price drop.
Sad, customer service disappears after the sale. Will not return and would not recommend.

Poor ornament selection. Normally I find many I want to buy, not this time.: (