ComplaintsforNuWave, LLC

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 09/05/2023 I PURCHASED AN AIR PURIFIER FROM NU WAVE LLC FROM A TV COMMERCIAL. I GOT THE PRODUCT AND IT STATED THAT THE ******************* ****** THAT THE PRODUCT MAY CONTAIN LEAD AND OTHER MATERIALS THAT COULD CAUSE CANCER. I IMMEDIATELY RETURNED THE **** AND REQUESTED A REFUND. I WAS TOLD TO PAY THE SHIPPING TO RETURN **** EVEN THOUGH COMMERCIAL STATED THERE WAS A 90 DAY RETURN POLICY WITH FREE RETURN SHIPPING IF THE PRODUCT WAS NOT WANTED. I PAID $66.78 FOR THE RETURN ******* AND I AM LOOKING FOR A REFUND FOR THE ***** OF THE SHIPPING AS WELL AS THE $107.49 THAT WAS PAID TOWARDS THE PURIFIER.

  

  Business response

  09/29/2023

  As of 9.29.23 the amount of $107.49 has been refunded to the original method of payment. The NuWave OxyPure Zero was received and refunded. 

  Unfortunately, we are unable to refund the amount paid to ship the item back as this was paid towards the carrier. Under our return policy, there are 90 days to return the unit for a refund less p&h. 

  Attached you will find an updated invoice reflecting the refund. If you have any other questions or concerns, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in search of a larger air fryer so I ordered an 8qt Nuwave Brio air fryer on Sept 5, 2023 to replace my Nuwave Brio 6qt air fryer. I received the product on Sept 11, 2023 and unboxed it. I discovered the base tray was the same size in the 8qt model as the 6 qt model and that it was interchangeable between the units. The only size dimensions provided on the Nuwave website was for the box it came in and not of the unit itself. Cooking surface only a fraction of an inch larger on all sides of 8qt model due to not having a basket. I feel the 8qt size was misrepresented so I requested on Sept 11, 2023 to return the product at their expense. I spoke with **** in customer service. After a lot of back and forth she told me her manager ****************** would give me a call concerning the return. Knowing that I was getting the run-around I informed **** that I would be filling a complaint with BBB.

  

  Business response

  09/19/2023

  We have come to a resolution with the customer as of *******. Once the product is received, a refund will be issued to the original payment method. 

  If there any other questions or concerns, please reach out to ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i bought one of their oxypure e1000 and they came that it removes .1 microns. white powder mold spores are 1-3 microns in size. the machine faid to preform as advertised as in the mold spores grew instead of being cleaned from air and this was in a 50 sq ft. area 1 20th the size the unit was rated for clearly false advertisement

  

  Business response

  05/04/2023

  The NuWave OxyPure Zero has 4 filters that aid in removing particles and contaminates in the air. The stainless steel pre-filter (1) captures large particles, the bio-guard filter (2) captures particles as small as .01 microns, the ozone removal filter (3) aids in eliminating harmful ozone gas from the home to less than 1 ppb 70 times less than the EPAs household standards of 70 ppb. The bio-guard 360 (4) uses patent-pending electrostatic precipitation (ESP) technology to trap remaining particles as small as 0.1 microns, thats 66% smaller than anything most HEPA filters can capture.

  Attached you will also find the air purifier efficiency test report, that is available on our website, in regards to bacteria & mold. 

  If you have any other questions and concerns, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  05/05/2023

   
  Complaint: 19991639
  
  I am rejecting this response because:
  it did not do as they claim and is this product ul approved? it did not filter out mold spores and they are bigger than .1 micron thus does not do as they claim
  Sincerely,
  
  *****************************

  

  Business response

  05/12/2023

  The NuWave OxyPure Zero is ETL Certified. Please see link below for all test results. 

  ***********************************************************************

  If you have any other questions or concerns, please reach out to ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  05/12/2023

   
  Complaint: 19991639
  
  I am rejecting this response because: i dont care about the cerifacation, the fact is i lost a crop due to your unit failing to do as advertised. your system is not hepa and it does not stop mold spores. a big waste of money and cost me money you suck
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the NuWave BruHub 3-in-1 Coffee Maker on July 6, 2022 at Ollie's store, #***, in Muhlenberg, ** (a suburb of ***********). It is supposed to have a one year warranty. At the end of February 2023, only 8 months into the one year warranty, the coffee maker exploded. The hinged plastic arm popped up spewing HOT water and coffee grounds on the counter, the wooden cabinet faces, my clothing and ME. Fortunately, I wear glasses so nothing got in my eyes. The needle that is supposed to puncture the **cup was pushed out, so the **cup was still sealed on the bottom; therefore it exploded. I have sent them pictures of the damaged coffee maker showing the exploded **Cup, the cracked **cup holder, and proof of purchase. They have refused to acknowledge both the warranty and the safety risk this device poses.

  

  Business response

  05/04/2023

  We do truly apologize for the inconvenience that this has caused you. We have placed an order for a replacement single serve insert and have included our reusable single serve basket. The order number for the replacement is NUWA-65347. 

  If you have any further questions or concerns, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  05/08/2023

   
  Better Business Bureau:
  
  The broken part has finally been replaced. 

  It took three weeks and forty miles to collects all the evidence they requested
  However, the NuWave company viciously denied fulfilling its warranty.
  And totally ignored the safety issues its product poses.

  
   I would expect the BBB and NuWave to seek more extensive correction on this issue.
  
  Sincerely,
  ****************************;
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an Air purifier in June 2022. I paid almost $650 for it. In March 2023 it stopped working. I contacted the company online (on March 23, 2023) and was asked for a number of documents and explanation of problem. I sent everything they requested and didn't hear back. I emailed the contact on April 7 to inquire about the status. Nothing- I emailed again April 24- and still no response. I called April 25 and after 10 minutes on hold I spoke to ******. She said the rep no longer worked there and I should forward everything to ******'s email address. It immediately came back as BLOCKED. I attempted to email ****** without forwarding documents and it was still BLOCKED. I am calling again... but seems like a scam

  

  Business response

  05/04/2023

  We do truly apologize for any inconvenience this has caused you. it looks like a repair warranty claim was started on 04.25.23. A return label was sent via email to the email that was provided on the call with the agent on 04.25.23. If this was not received, please contact ************************************** directly, and we would be more than happy to resend the return label for the repair. 

  If it was received, please use this return label to return the unit back to **. Once its been received, we will start an inspection and repair. 

  If you have any questions or concerns, please reach out to ************************************** directly. 

  Thank you, 

  ****************

  Customer Support 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to pay $99 a month and $156 was taken out of my bank. I have not received an email with a receipt or any communication of why. I want a full refund

  

  Business response

  04/10/2023

  Please find email attached showing correspondence with the customer and resolution. 

  If you have any other questions, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 6qt Brio Air Fryer along with it I p[urshased the extended warranty. I've tried filing a claim 2 separate times and have had nothing but issues. I paid extra for a warranty that they will not honor unless I pay them again and again for shipping. They never said I was responsible for shipping until now. While I was on their chat I asked if I could be contacted by a manger, and they disconnected the chat after saying that the manager would say the same thing.

  

  Business response

  03/29/2023

  We do truly apologize for the inconvenience that this has caused you. We would be more than happy to start a claim for you as the unit itself is still covered under extended warranty. 

  The extended warranty covers the cost of the part itself, unfortunately it does not cover the shipping cost. Please reach out to ************************************** directly to move forward with any warranty claims regarding your NuWave Brio Air Fryer. 

  Thank you,

  **************** 

  Customer Support 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase Brio 6qt AirFryer in January 2023 and the temperature probe was defective. It wouldn't plug into unit. They sent another probe which was also defective. I asked them to make sure the next probe they sent was not defective. They sent a 3rd probe which was just like the second one. It was also defective and missing the protective covering on the part that inserts in the meat. Without that covering, you will burn your fingers when removing the probe from the meat. I have sent them several emails, since their phone is answered by an answering service and gives you no option to speak to any one. Now they just ignore my emails.

  

  Business response

  03/29/2023

  We do truly apologize for the inconvenience that this has caused you. An order for a replacement probe has been placed. 

  Please find the invoice attached. If you have any other questions or concerns, please reach out to ************************************** directly.

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  04/04/2023

   
  Complaint: 19630489
  
  I am rejecting this response because: At this time I have not received the probe that say they sent. Also they have sent two other probes and they were both defective and a safety hazard. At this time there is no guarantee the probe they send will work.
  
  Sincerely,
  
  *************************

  

  Business response

  04/07/2023

  Attached are both the invoice of the order and a picture of the replacement temperature probe that was sent. The order was shipped out 3.29.23 and takes about 7 to 15 business days for delivery. 

  We do apologize for any inconvenience that this may cause you. If you have any questions or concerns, please contact ************************************** directly. 

  Thank you, 

  **************** 
  Customer Support 

  Customer response

  04/13/2023

   
  Complaint: 19630489
  
  I am rejecting this response because: I have still not received the probe the seller says they sent on March 29, 2023. When I asked them for the tracking number, they could not give me one.
  
  Sincerely,
  
  *************************

  

  Business response

  04/18/2023

  We do apologize for the inconvenience. Per our conversation over email a temperature probe has been reshipped. 

  Please find tracking information below. 

  UPS: 1Z27F1R5YW77509150

  If you have any questions or concerns, please contact ************************************** directly. 

  Thank you, 

  ****************

  Customer Support 

  Customer response

  04/24/2023

   
  Complaint: 19630489
  
  I am rejecting this response because: The probe they sent would not plug into the machine and did not contain the protective coating on it. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a nuwave induction cook top in March 2022. It stopped working roughly two months ago. I reached out to the company via their website while the item was still within the 1 year warranty period, but never got a reply. I just want my products warranty honored, or else my money from the original purchase returned.

  

  Business response

  03/22/2023

  We do truly apologize for the inconvenience that this has caused you. We have sent an email with all the information needed to start a warranty claim. 

  Please see the email attached. Once we have this information, we can move forward with assisting you further. 

  If you have any questions or concerns, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to return a product (order #: NUWA-***** ship date: 2/26/2023) which arrived on the first week in March for a full refund. I called every number published for the NuWave and they all go to the same number in the ** advertisement. There are two options English 1, Spanish 2, when you press these options there are instructions to to to their website only, then they phone hangs up. I also went on their website today 3/13/2023 and chatted with a person named ***** and in the middle of the conversation this person stopped communicating. There is a 90 day return policy for the NUWAVE OXYPURE Zero. I am trying to get a return address and get my money for this product refunded in full. I cannot scan the proof of purchase, my scanner has died. Purchase price $427.96.

  

  Business response

  03/21/2023

  We do truly apologize for any inconvenience that this has caused you. Per our records, it looks like a customer service representative provided return instructions on 3.14.23. Once the product is received, we will issue a full refund less any p&h. 

  If you do have any questions, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩