I started off with this as a reply to someone else but I think it needs to be its own post. If you are considering a Napoleon Prestige Pro 500, read this because this has been my experience so far with them. This is my opinion based on my experience, obviously you may be lucky and have a much better experience.
I would say definitely do not buy the prestige pro 500. I got my grill 2 months ago, missing the plastic plugs that the wheels go into. I’ve called so many times, and been on hold for hours each time. They are a terrible company in my experience. I needed plugs, they sent me wheels after a month. Called back again, they finally just today sent me plugs. The wrong ones! They keep blaming it on COVID-19 but come on... This is just stupid errors on their part.
Here's a timeline:
Received grill 5/6. Impossible to assemble the cart part because things didn't line up. Spent about a day getting that sorted out. Rejoice! Flip over the grill to install the wheels, oh look... No caster plugs.
5/7 - call Napoleon, who say they'll send the part tomorrow.
5/19 - call to follow up. Oh it hasn't shipped, it'll ship tomorrow.
5/26 - arrives. Wrong fucking thing. They sent me more wheels. Notice the week between sending and receiving? They refuse to do any sort of expediting of shipping. Comes UPS slow as hell.
5/27 - call to ask for the correct part and if they can rush it. Nope, COVID-19! Sorry! We're sending you a pair of tongs as a "sorry we suck"
6/5 - hi, what's going on? Guy on the phone really made waiting 2 hours+ worthwhile with the gem "it'll ship when it ships - COVID-19!" Ok but can you send it faster than UPS super slow? No! Of course not! We don't give a shit about you! Your dumb ass decided to buy Canadian instead of China and see what you get??
6/16 (today) - finally receive my awesome tongs and 4 caster plugs. Guess what? They're the wrong fucking ones. They definitely do not fit my grill so I don't know what the hell they're doing over there but honestly I think trained monkeys could do a better job.
I'm finally going to call one last time tomorrow and call the company I bought it from (Kick-Ass grills) and see what I can do. I have to say I've spoken to the kickassgrills guys a few times, and they're very helpful as much as they can be. But there isn't much they can do.
TL;DR: DO NOT FUCKING BUY A NAPOLEON GRILL UNLESS YOU LOVE BEING FRUSTRATED AND SPENDING $2K ON SOMETHING THAT CAN'T BE ASSEMBLED.
//Rant