Napoleon PRO665RSIBNSS-3 Prestige PRO RSIB Natural Gas Grill, 665 sq.in. + Infrared Side and Rear Burners, Stainless Steel

I have already made a low-star angry review because I got a natural gas grill rather than a LP gas grill. Spotix filled the order for natural gas, which is not an option for me. The error may well be mine even though I understood the difference in fuels and knew I had no natural gas at the remote location I was buying for. It certainly would not be the first time what I thought I did on a computer was different from what I actually did. My anger came in during initial contact with Napoleon and then Spotix (the Napoleon dealer on Amazon) which included phone conversations with both. Both seemed happy for me to spend $3800 for something I cannot use. Returning it would require restocking and damage assessments. I became furious, warpath level furious. I had not received a response on several attempts at the Amazon return process. I had Amex reverse the charges (they do a good job of taking care of me) and was about to tell Spotix to come get their property before I start charging rent. However, prior to the worst, an email from Joel at Spotix changed things. He correctly showed me they were not trying to screw me over but filled the actual order they got. The most important thing he said was they wanted me to have the correct grill I could use - this is all I ever wanted. I spent a good deal of time picking out this very specific grill, which has worthy competitors, and still very much wanted that 665 prestige pro. Joel said he needed the grill back unused and original packaging, which we luckily still had since we couldn't use it. He also made sure I got a correctly ordered grill as a separate transaction. I would get a refund (full) through Amazon once they got the returned grill, unused and undamaged, which is entirely reasonable. I gladly provided pictures undamaged original packaging -this thing come in on a pallet and needs to leave that way. The basic deal was in place; I called Amex dropped the dispute, said we have worked out a solution, and asked them to reverse the charge back to allow Spotix and Amazon to do it.Mistakes get made, including by me. Mistakes still need to be corrected. This is what customer service is about. It may have taken a bit to get there, but Spotix has come though with a reasonable solution the we have both followed in good faith. Thank you Spotix. Thank you Joel. The Napoleon ain't cheap, but neither are race cars. Having seen it up close (even after I found out I couldn't use it) it is very well made and will give me most of the functionality of a 15-20 thousand dollar outdoor kitchen on a back porch where I cannot occomodate that. That's what I wanted and Spotix selling on Amazon helped get me that.I may still have a one star review out there, but this is where I am at today. This might be a bit long, but it is not a troll even if that is what trolls say ....

After having this for 2 weeks now,, dealing with Napoleon Tech Support has been a trying time. However I kept trying to get someone on the phone for weeks to get the grill hooked up and set up. This is a more futuristic and feature packed grill than my Weber Summit, which I still own by the way.This grill has all the bells and whistles on it, but what good is it , if you cant reach anyone on the phone.Yesterday 7/24/2023 I called again and i finally got someone on the phone and stressed my concerns on the grill and the lack of customer support via phone. He did tell me they was in the process of upgrading there systems and short staffing. So I was patient, and let me tell you it was worth it.I downloaded and agreed to something on my phone and the tech was able to do video chat from my phone so he could see my grill... which I have never had before. It was a flawless video chat. He explained everything in detail showed me where some parts needed to go on the grill again explaining for me to understand that this grill is a beast and tank and well built with all the extras. After going thru all of that and registering the grill for me.... whatever doubts I thought I had was surely gone when I got off the phone with Steven from Napoleon. I cant wait to fire up this Beast!!! Happy Grilling

All the chrome pitted and is flaking off

I bought this product and I have to say I would never buy another napoleon bar-b-q. I have always bought weber and this time I wanted to try something different but it was a mistake . The stainless will rust, the lights will melt and come undone, some burners work some time and others ri have a hart time getting them to work, I use natural gas and the flame is not constant . I am very disappointed with this product and specially for what it cost . I hope this help anyone trying to buy this product

I've seen multiple reviews of the different Napoleon grills. Please make sure you are reviewing the appropriate model because PRO665 is a PHENOMENAL grill. I got the natural gas model and it is EVERYTHING positive on a grill, from the grill space, to the built in lighting, to the sturdiness of the stainless steel, it's all super high quality. The only complaint I have is the assembly instructions are seriously lacking in clarity, thank goodness for YouTube as this would have been seriously frustrating without a video. That being said, I highly recommend this grill to the serious cook/griller and the gadget enthusiast. The burner knob lights can be set to white, blue, or green, as well as a multi-color light show. You will LOVE this grill.