Poor Customer Service

Unfortunately, our fireplace box/kit was missing a key part - the gasket. Note: Our unit was unboxed while an installer was here (factory sealed still). Extremely frustrating for both us and our installer as the job is on hold without this critical part. Our installer was so great and called Napoleon's office on our behalf to try and secure a replacement part for us.so we could get the job completed (avoiding having to reschedule). My son headed up to Barrie immediately to pick up the missing part; upon arrival.he was told that it wasnt there? Inventory was incorrect?? He then asked the young lady at the desk to check if we could get the part from another unit so we could get something back to our installer asap since he was waiting? Again.was told a replacement gasket could not be located anywhere? To save time and the added expense of having to have the installer COME BACK.......thank goodness our installer was resourceful .he called around locally and found some material that he could fabricate a gasket with on site. We are so very happy with how our installer handled the situation and a little frustrated with the contacts at Napoleon . as we did not feel like there was much effort to help us address the issue with the missing part from our unit. Which really was Napoleon's issue to deal with! I reached out to our sales person the very next day.......explained our situation and how I struggled with the lack of effort to find the missing part in a timely fashion as we were on the clock with our installer. I sent them the invoice for the material required by our installer to fabricate the missing part....... $40 total. At the very least.we were expecting Napoleon to reimburse us for the cost of materials substituted for the missing part. Never mind the inconvenience that resulted and the time and gas spent running up and down the highway to try and pick up the required part? The answer we received......"I am sorry, but since it did not transact as a warranty claim, there is no way in our system to process a refund for the $40". Wow......that the response.......not even...."let me see what we can do and I am so very sorry for the inconvenience this caused"? I guess our expectation in purchasing a brand new fireplace from Napoleon that it would include ALL required parts is just crazy? People at Napoleon are only doing what they are told...so I do not blame our sales person. However, I think it is appalling that Napoleon does not empower their employees to take care of customers. Very disappointed in the lack of customer support with something that should have been so easy.