Customer reviews from napoleon.com
Napoleon - Prestige PRO 500 RSIB Natural Gas Grill with Infrared Burners PRO500RSIBNSS-3
Average customer rating
4.7
(466 Reviews)
Rating breakdown 466 reviews
5 Stars
369
4 Stars
67
3 Stars
19
2 Stars
5
1 Star
6
97%of customers recommend this product.
(
33 out of
34)
Customer Reviews for Napoleon - Prestige PRO 500 RSIB Natural Gas Grill with Infrared Burners PRO500RSIBNSS-3
Customer Rating
3
Side searing burner is hard is difficult to light
on April 14, 2026
Posted by: johnhdz
Verified Purchase:Yes
The grill performs fine but I have trouble lighting the side searing burner in anything other than a very mild wind.
Response from napoleon.comBy The Napoleon Team, April 14, 2026
Thank you for your review. We’re glad to hear the Napoleon PRO500RSIBPSS‑3 is performing well overall. We’re sorry to learn that you’re experiencing difficulty lighting the side searing burner in windy conditions.
We’d be happy to have our team look into this further and help determine a solution. Please connect with our support team using the chat function on our website (bottom right‑hand corner) or email webcare@napoleon.com with your full model and serial number along with a brief description of the issue. Your email will be placed into the appropriate support queue, and one of our agents will follow up to assist you.
Thank you for bringing this to our attention, and we look forward to helping you get the best possible experience from your grill.
We’d be happy to have our team look into this further and help determine a solution. Please connect with our support team using the chat function on our website (bottom right‑hand corner) or email webcare@napoleon.com with your full model and serial number along with a brief description of the issue. Your email will be placed into the appropriate support queue, and one of our agents will follow up to assist you.
Thank you for bringing this to our attention, and we look forward to helping you get the best possible experience from your grill.
Written by a customer while visiting napoleon.com
Customer Rating
5
Great Grill
on March 21, 2026
Posted by: CharlieR
This is my second Napoleon purchase. My first one was a Rogue 425 that I have at my cabin. I loved it so much that I bought this grill to replace my high end grill at my home. Great choice! This is the best grill I have ever had.
Written by a customer while visiting napoleon.com
Posted by: Nate C.
Verified Purchase:Yes
New to the grill - and I’m a very experienced grill owner. I found some of the details about the grill missing and now well informed by the retailer I purchased from. Example, there was no mention of the extension cord needed (and power outlet) nearby to plug grill in to power light system. There is a stainless steel plate about the width of a credit card that came with the grill that was not mentioned by my retailer nor the manual. I had to go to AI to ask what it was to be used for.. still now sure I have that part right. Sparking unit on the infrared side burner did not work upon delivery. When paying this much for a grill, my expectation is higher.
Response from napoleon.comBy Team, Napoleon, March 5, 2026
Hi! Nate, Thank you for taking the time to share this detailed feedback. We’re sorry to hear parts of the setup and ownership experience fell short of your expectations, especially with a premium grill.
We also see that a warranty claim has already been started with our team under Case 02445819. Please reach back out to the agent handling your case so they can continue assisting with the igniter issue and any replacement parts you may need.
Your comments about the manual and the missing information regarding the lighting system and stainless‑steel plate are appreciated, and we’ll be passing this along to our product team for improvement.
If there’s anything else we can do in the meantime, we’re here to help.
We also see that a warranty claim has already been started with our team under Case 02445819. Please reach back out to the agent handling your case so they can continue assisting with the igniter issue and any replacement parts you may need.
Your comments about the manual and the missing information regarding the lighting system and stainless‑steel plate are appreciated, and we’ll be passing this along to our product team for improvement.
If there’s anything else we can do in the meantime, we’re here to help.
Written by a customer while visiting napoleon.com
Posted by: Oktay
Verified Purchase:Yes
Great built quality and attention to detail. Love the thick stainless steel grates and the infrared burner.
Written by a customer while visiting napoleon.com
Customer Rating
4
Great Canadian-made product, small issues, but worth it
on January 6, 2026
Posted by: Sean Mc
Overall, this is a very good grill. Lots of space on the grill, handles and doors well made, feel solid, lighted dials useful, lights in the inside are a nice added bonus. The cooking grids very well made, look to be heavier gauge than most other grills. Small issues, 1-plastic wheels/casters, why go cheap here? Should be metal to match the finish & expected durability of the rest of the product, 2-does not seem to be as "hot" as grill is replaced; noticed some more yellow flame than expected so could just be an adjustment. Overall yes I would recommend this grill.
Written by a customer while visiting napoleon.com
Posted by: Timothy W.
Verified Purchase:Yes
Fantastic grill with great grill grates, infrared side burner and infrared rotisserie. I have been using the grill in the dead of winter and it has heated perfectly and maintained the desired temperature. Love the lighting inside especially when grilling dinners when it is dark outside.
Written by a customer while visiting napoleon.com
Posted by: Randy R
Verified Purchase:Yes
Hands-down, the best grill I've ever owned. The searing feature is remarkable.
Written by a customer while visiting napoleon.com
Customer Rating
4
Great grill, nearly perfect, some things to be aware of
on November 17, 2025
Posted by: Matt_S
Verified Purchase:Yes
Great grill overall, I love the quality of the cook box, burners, grates, lid, and sear station. Assembly instructions could have been better, doors are difficult to align. I had them perfectly aligned during build, then rolled grill to final location and they somehow became misaligned by a 1/4 inch. Base seems lower quality than rest of grill - wish I had noticed this on the showroom floor. Plan on 2-3 hrs assembly. I opted to upgrade to the better casters prior to assembly and would recommend.
Written by a customer while visiting napoleon.com