Grill Collection Reviews | Read Customer Reviews of grillcollection.com

Grill Collection Reviews | Read Customer Reviews of grillcollection.com

Grill Collection reviews

Showing 60 reviews with 1 star · Clear filters

Terry M.
Apr 28, 2022
Grill assembly has been a nightmare!!
This grill excites me to cook on, however, getting to that point has been nothing but frustrating. Napolean grills are produced by Wolf Steel Ltd, based on Barrie, Ontario, Canada. This grill was purchased through Arizona Fireplaces, Phoenix, AZ. I do not mind assembling products, but today's manuals are way oversimplified with just pictures. Anyway, putting the wheels on was the first issue. The frame insert plug is very brittle and will break if driven into position aggressively. The wheel pivot arm does not go into the mounting insert without lube. Driving into the insert aggressively will break the insert. Customer service was very helpful with insert replacement. Four days later... The second issue happened when trying to install the side cooker (step 20). The mounting holes were not threaded on my grill. I called customer service at 1:55 central time with this issue. The estimated wait time was 10 minutes. After a couple minutes, an automated message told me to call back later or email them and disconnected the call!! In my opinion, this was very unprofessional on their part. Purchasing a tap and die set to remedy this assembly issue shouldn't be part of the process. It's bad enough to spend $1300 on a grill and have to assemble it and run into issues such as these. This review pertains to product quality and customer service.
Response from Grill CollectionApr 28, 2022
Hi Terry, This is definitely not the type of experience that we want you to have. If you need help regarding the installation you can reach us out via phone call, email or chat. You can also contact Napoleon since they have technician that's always ready to assist you with the manual. We are always striving to improve our services and products. Hope you'll give us a chance to rectify this issue. Please send us an email to [email protected], Start Live Chat: https://grillcollection.com/ Call us: 888-992-1556 (8:00 AM - 11:59 PM Eastern, 7 Days / Week)
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David S.
Apr 12, 2022
Said they had stock
Said they had stock, took money, then cancelled ordered several days later
Response from Grill CollectionApr 16, 2022
Hey David, This is definitely not the type of experience that we want you to have. However, due to an ongoing supply chain issue. Processing time frame changes from time to time. The US Market is really affected by the pandemic. Our warehouse is currently experiencing delays with the shipment and production from manufacturers. We are always striving to improve our services and products. We truly appreciate your feedback.
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Charis H.
Feb 14, 2022
I have Never written a bad review but here's my first.
I have Never written a bad review. This will be my first. I wanted to return two unopened items *napoleon grill baskets. I provided the required information and submitted photos showing the items are unopened, unused, and in perfect condition on January 31st. Yes they make you take pictures of the products and the boxes they arrive in and submit them. Again, I did this on January 31st. Today is February 14th, and I have yet to receive the truth label. I have gotten a run-around from them each time I call asking for it. At this point it's fair to say that they are basically refusing to give me a return label so I can be credited these two grill baskets. The last time I called they told me they were seeking approval from Napoleon company. And they'd have it the return approval for me in 48 hours. That was 4 days ago. Yeah still no label. I wish I didn't have to write a negative review about this company, Grill Collection, but this isn't right.
Response from Grill CollectionFeb 17, 2022
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We are terribly sorry for all the inconvenience this has caused, though, please know that this isn't the experience we want you to have. We are doing our best to process your claim and rest assured that we will work on this as soon as possible. All the details have been forwarded to the right department and we are only waiting for an update. Don't hesitate to reach us via call, email, or text. Our specialist is working on this case and will send you an update as soon as possible. Thank you and stay safe!
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Chad L.
Feb 3, 2022
Worst customer service you could…
Worst customer service you could imagine. Maybe even worse than that.
Response from Grill CollectionFeb 17, 2022
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We pattern our stocks in accordance with the given lead time of the Manufacturers. Our customer's satisfaction is our number one priority. We truly apologize for the inconvenience this has caused you. You may reach our chat, phone and email support for any inquiries about our products. Thank you again and have a good one.
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Anthony S.
Dec 9, 2021
The site doesn't show unavailable…
The site doesn't show unavailable items, i was told after i ordered that some items were not in stock.
Response from Grill CollectionFeb 1, 2022
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We pattern our stocks in accordance with the given lead time of the Manufacturers. Some of them are really having uncertain lead times because of the pandemic's effect on their manpower and production. Rest Assured, we prioritized those early orders to get the most recent stocks from the Manufacturer itself and we follow right away the decision of the customers towards their orders. Our customer's satisfaction is our number one priority. We truly apologize for the inconvenience this has caused you. You may reach our chat, phone and email support for any inquiries about our products. Thank you again and have a good one.
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Mohammad M.
Dec 8, 2021
I ordered a outdoor sink two months and…
I ordered a outdoor sink two months and I received a damaged product last week. I called them and send an email and I didn't get response yet. Order # G4056
Response from Grill CollectionFeb 1, 2022
Thank you for sharing your feedback. Your feedback is highly valued and this has been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We are terribly sorry for all the inconvenience this has caused, though, please know that this isn't the experience we want you to have. We are doing our best to process your claim and rest assured that we will work on this as soon as possible. All the details have been forwarded to the right department and we are only waiting for an update. Don't hesitate to reach us via call, email, or text. Our specialist is working on this case and will send you an update as soon as possible. Thank you and stay safe!
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pam A.
Oct 4, 2021
When I ordered my grill insulator pan…
When I ordered my grill insulator pan untold it was in the warehouse and should be here in 3-5 days It shows up 3 weeks later! Won’t buy from you again. Will go back to BBQ guys much better service
Response from Grill CollectionNov 8, 2021
Thank you for sharing your feedback. Your feedback is highly valued and this have been forwarded to the management team. We apologize that our service did not satisfy your expectations. We set high standards for our business and this will definitely help us grow as a company. We pattern our stocks in accordance with the given lead time of the Manufacturers. Some of them are really having uncertain lead times because of the pandemic's effect on their manpower and production. Rest Assured, we prioritized those early orders to get the most recent stocks from the Manufacturer itself and we follow right away the decision of the customers towards their orders. Our customer's satisfaction is our number one priority. We truly apologize for the inconvenience this has caused you. You may reach our chat, phone and email support for any inquiries about our products. Thank you again and have a good one.
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C S.
Sep 23, 2021
i ordered $400 worth of products and…
i ordered $400 worth of products and they sent an email saying they now didn't have it and found another but it would cost $210 to ship it. Others are free and already waited a week. Poor customer service.
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