ComplaintsforNuWave, LLC

Cooking Utensils

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Initial Complaint
03/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The NuWave Pro was a great addition to our kitchen. We used it to replace our air fryer. Unfortunately about a month after using it the plastic dome cracked. We did continue to use it as it was still fully functional. However it cracked more, then started to warp from the melting of the plastic dome. Last night it quit working altogether. I have reason to believe the warped plastic dome caused damage to the power cord.
Business response
03/21/2023
We do truly apologize for the inconvenience that this has caused you. The NuWave Pro and Pro Plus ovens only have a one year warranty.
We are unable to start a warranty claim, but we would be more than happy to look into other possible options for you. Please reach out to ************************************** directly with the information below.
- Model Number and Serial Number
Thank you,
****************
Customer Support
Initial Complaint
02/07/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Received a NuWave Brio 7.25Q Air Fryer on Christmas 2021. A few months ago, before I had it one year, the drawer would not beep when I closed it to cook, therefore I found I had to shake the unit as a whole to get it to beep, then it would cook. I called NuWave today about this as its getting worse. They wont do anything since its past one year and offered me a paltry $20 discount to buy a new one. This problem became a fire hazard, I believe. Its essentially dangerous and the company has no method of repair, just selling me a new one. I would never put my money into this company ever again.
Business response
02/09/2023
We do truly apologize for the inconvenience that this has caused you. We would be more than happy to start a claim for your under the limited manufacturer warranty.
To do so, we will need more information on the unit as well as a brief description of the issue. We have reached out to you via email directly.
If you have any other questions or concerns, please contact **************************************.
Thank you,
****************
Customer Support
Initial Complaint
01/13/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Same details as the complaint titled: Initial Complaint, 12/30/2022 We mailed the fryer back and NuWave just focused on a warranty. The company failed to design the basket/tray with a material that resists warping. They are happy to sell a new basket but the new is not an upgrade. Same poor quality. the sad part was the hoops and questions asked as if this problem was new. They KNOW it is a problem. Product fails to perform at about 1 year and no improvements were made. **************** is poor.
Business response
01/17/2023
We do truly apologize for the inconvenience that this has caused you. Our Brio Air Fryers have a one year limited manufacturer warranty from the date of purchase.
We would be more than happy to start a warranty claim for your unit. Please reach out to ************************************** directly if this is something you are interested in. Once we have the information required and the warranty claim is approved, we can send a replacement part to you.
Looking forward to assisting you.
****************
Customer Support

Customer response
01/21/2023

Complaint: 18807845

I am rejecting this response because:
The manufacturer shared they would start a warranty complaint for something that is out of warranty.
When I made contact they said "sorry, your out of warranty".
This is a design flaw and the company is not accepting responsibility.
This complaint is very common with this unit.

Sincerely,

*************************
Business response
01/25/2023
We do truly apologize for the inconvenience that this has caused you. If the Brio Air Fryer is outside of the 1 year limited manufacturer warranty, we are unable to start a claim.
If you are interested in purchasing the part, please contact ************************************** directly. We would be more than happy to apply a discount to your order.
Thank you,
****************
Customer Support
Initial Complaint
12/30/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased December of 2021. Nuwave Brio air fryer. Base was warped and would not fit in fryer. Sent back to company with a label they mailed me (now they deny this) second base, still was warped. The circulation riser will not fit in the warped base. Takes a month to hear back, this last time was 4 months of emails. ****** the supervisor refuses to give information of her superior. She states she is the highest on the chain under the owner. This company should have a class action law suit. Hundreds of complaints. Dont buy this brand. Major headache for a cheaply made product from *****.
Business response
12/30/2022
The 8QT Brio base tray has an indent by design at the bottom. The pictures provided by the customer, show the normal indent that comes with every base tray. The initial replacement sent on 10.10.22 was done as a courtesy as customer stated the base tray was warped. Customer initially contacted us at this time through social media.
The next contact we received was in December. via email. Email threads can be provided if needed. Customer once again stated that the base tray that was sent on 10.10.22 was defective. Stated that the riser was unable to fit in the base tray. Customer was explained, the riser has to be placed in the base tray in a specific direction in order to work.
Customer provided photos of the indent, we once again stated the base tray indent shown was normal. At this point, the customer requested another replacement, which was sent 12.29.22. The invoice for both orders have been attached. Both replacements were done as a courtesy under warranty.
Unfortunately, we are unable to issue a refund as the original purchase was made through ****** on 12.23.21.
If you would like to speak more about this, please contact ************************************** directly.
Thank you,
****************
Customer Support
Initial Complaint
12/20/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Saturday 12/9/22, I ordered a NuWave Air Purifier with ****** at ************. I thought she might be a new employee because she kept quoting different costs and when questioned she'd say, "that's what the computer says." I told her I will need a correct amount to proceed, at that point she gave me a total cost of $661,39. A down payment of $136.44 would apply and the would be 5 payments of $104.99. I asked for confirmation which she said would be emailed to me immediately after the down payment was taken. I gave her my credit card information and the charge processed immediately. However, the amount processing was for a different amount and there were also two additional $40 charges showing. I never received a confirmation from ******. I immediately called back to cancel and was told I needed to contact **************** at ************. When I called this number, I found they were closed on the weekend and would be opening on Monday morning 7:30pm CST. I called within minutes of **************** opening on Monday and spoke with **************, who told me it was too late to cancel the order, but she would send a confirmation. I insisted she cancel the order at which point she said she would contact Fulfillment to see if they could cancel it. Later Monday she sent me an email stating the order could not be cancelled and if I STILL didn't want it when received I could return it. The NUWAVE air purifier and a box of filters were received on Wednesday. It a heavy unit of about 50 lbs. which was left at the front door of my apartment building. No signature was obtained as my plan was to refuse the delivery. While inspecting the unit, I found a CA proposition 65 WARNING located on the rear lower side of the unit. This dissolved any possibility of my keeping this unit. I requested 2 return tags from ******************* returned an email stating I am responsible for return shipping costs!i would like 2 return tags be provided along with a full refund.Thank you!
Business response
12/28/2022
We do truly apologize for the inconvenience. We have come to an agreement as of 12.16.22 and customer was provided a return label to return for a refund.
Please see invoice attached.
If you would like to speak more about this, please contact **************************************.
Thank you,
****************
Customer Support
Initial Complaint
11/30/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/26/2021 I ordered the NuWave Bravo XL Oven with the 6-quart NuWave Nutri-Pot Digital Pressure Cooker. Order Number: ******** After a few months of use the Bravo XL Oven would not power on when depressing the power button. We had to continuously depress the button to initiate the power mode. Contacted their customer support who finally shipped a replacement by April 2022. Sent original oven back to NuWave. After a few months of use the replacement oven does not power on. I contacted their support who refused to help resolve this issue in a responsible manner. We also requested the glass lid for the 6-quart NuWave Nutri-Pot Digital Pressure Cooker that was not included. We paid $29.95 for S&H for the 6-quart NuWave Nutri-Pot Digital Pressure Cooker. We also requested replacement of the NuWave *********** Peel that broke. We paid a total of $301.98 for products that NuWave known to be defective in various manners. We would like to have the Pizza Peel and the Bravo XL Powerbase replaced and would like to have the glass lid for the Nutri-Pot as shown in their advertisement for this product.
Business response
12/09/2022
We do truly apologize for the inconvenience that this has caused you. Your Bravo XL is covered under the limited manufacturer warranty. Please contact ************************************** directly to start a warranty claim for your specific unit.
Unfortunately, the glass lid is not included with the 6QT Pressure cooker you received with your order on 10.26.21. If you are interested in purchasing the lid, we would be more than happy to place the order for you.
In regards to the pizza peel breaking, unfortunately, accidental damage is not covered under warranty.
If you have any questions or concerns, please contact ************************************** directly.
****************
Customer Support
Customer response
12/09/2022

Complaint: 18484403

I am rejecting this response because I have already contacted the company prior to submitting a complaint with the help of the BBB. The customer service agent was unhelpful, denying my claim. Furthermore, your pizza peel is defective having been made in ***** with cheap materials, thereby you are obligated to replace. Regarding the glass lid, your online photo for the 6QT Pressure cooker shows the glass lid with the product, this is misleading and false advertising.

Sincerely,

*********************
Initial Complaint
11/02/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NOT received: Item Free Gift: Portable Air PurifierQuantity 1Price FREEP&H $29.95Total $29.95 I have inquired of the company multiple times receiving multiple different answers without ever receiving the item promised. AND the sales receipt shows taxes applied to the P&H. My card was charged multiple times and the Bank cut the card off as a result. (Appeared as fraud) ************ discriminates against customers who are unable to use a phone. I do not have a phone or phone contact information. I was in contact via email (I do not have a phone) The response after not answering the questions asked and not addressing specific issues with the bill- was to call, knowing I was unable. Please note: The one item I finally received was delivered to the wrong address and a neighbor was gracious enough to locate the right address for delivery)
Business response
11/08/2022
We do truly apologize for the inconvenience that this has caused you. It looks like we have not processed the $29.95 p&h fee + tax for the Portable Air Purifier. Without this payment, the item can not be shipped out.
If you would like to send in payment, we do have the payment method option of check or money order. This way, we do not have to have a phone call for payment information. In regards to separate charges on the card we had on file, we do not see any other charges from NuWave apart from the initial payment of the order. Attached is an invoice including payments that were processed and the remaining p&h fee that is due for the Portable Air Purifier. Any other charges accrued would be outside of NuWave. If you would like to remove card information from the current order, we will gladly do this for you.
Once payment is received for the p&h fee, we can adjust the address if need be, to send out the Portable Air Purifier. Once it ships, there would be tracking information available that we can provide in order to keep track of the package and delivery date.
Please let me know if you have any other questions or concerns.
****************
Customer Support
Customer response
11/08/2022

Complaint: 18341274

I am rejecting this response because: after trying to handle all the issues I have with customer services; I was never provided with upper management contact information requested. After acknowledging a customer service rep stated my item was shipped, I never received the item.
After I stated that there were multiple attempts to withdraw funds from my account causing the bank to close the credit card, nothing has been done about protecting my privacy and data.
All the responses I am receiving from the company are consistent about collecting more money, however there is no consistency in the information disseminated about an already shipped item.
NO consistency in protection of personal data-My privacy is not protected that is all account information demonstrated by the multiple attempts to charge my card and the refuse to delete the requested information plus in response to my complaint the company sent an the invoice of another customer-not my order another customers violation of privacy.
It is clear, the only concern for this company is to receive more money. It is disheartening to say the least knowing that there is no online security with this company, the customer service does not demonstrate a concern for the errors caused by the company AND I have not been compensated for my time or patronage.
. .. I waited over two months; I would have never known the item was on back order- had I not inquired *********** now states truly apologize for the inconvenience that this has caused you. The statements by company representatives are far from rectifying or eradicating the damage and harm already caused.
When and if I ever receive this alleged free item- all the harm damage and inconvenience will not suddenly disappear.

Business response
11/17/2022
Attached is email correspondence with the customer in regards to the issue stated previously. In regards to customer information being available or in our system, we have offered a resolution that has not been acknowledged by the customer. The information we currently have can be removed. The invoices attached, that were provided to the customer, is for the order that was placed on 6.06.22 by the customer.
In regards to the item that was not received, we have explained that the charge for the item to be shipped has not been processed. Unfortunately, without it being processed, we are unable to ship.
Thank you,
****************
Customer Support
Customer response
11/17/2022

Complaint: 18341274

I am rejecting this response because: none of my concerns have been addressed. +I have not received the free item. then there is a privacy issue not addressed/breach of privacy, discrimination not addressed. I have already requested action to be taken to delete my credit card information (close the breach and protect my privacy) the company continued responses that action can be taken, and the company has not taken any action. the email pdf provided by the company shows that my questions and concerns have not been addressed. The email PDF shows the company only concerned with collecting money to send a free item. The pdf supplied by the company shows company representatives discounting /contradicting the item already sent and not addressing the multiple charges and/or attempts to charge my card. If the process is automatic the process is flawed. I have not received the item and my cc account was closed by the bank for the multiple attempts to charge the cc, which closed my account for suspension of fraud. So, I am rejecting this response also for the lack of customer service, nothing being addressed for the breaches of privacy and fraud- customer service only concerned with charging me again for the free item. (NO concern for the breaches and privacy violations with fraud)

Sincerely,

*****************************
Business response
12/16/2022

Business response
12/28/2022
As stated in our previous response, the card information that was on the original order has been removed. There will be no other charges on/or done for this customer. Other charges or transactions done outside of NuWave, we unfortunately do not have access to or have information in regards to this.
The Portable Air Purifier has not been sent out. At the time of purchase, the customer was aware that the unit would have shipping charges and as of 12.28.22 the $29.95 + tax has not been processed. This was also shown on the invoice previously provided.
We do apologize for the inconvenience. If you would like to speak further on this, please contact **************************************.
****************
Customer Support
Customer response
01/05/2023

Complaint: 18341274

I am rejecting this response because: my privacy has not been addressed. There have been no measures offered or indicated to address the breaches of privacy. I have been charged multiple times and received someone else's receipt. This is unacceptable. Plus, on the original invoice I was charged for the free item. Contrary to this response. I even sent in a money order for the free item in which this response indicates that that money was kept also, and I have not been sent the 'free' item. NOTHING about this customer service indicates true, honest and transparent communication or service. I contacted the company then BBB now the company wants me to contact someone else within the company who did not help/assist in the first place. With this lack of consistency in disseminated information all this company is doing is collecting money and not delivering products. 2. NOTHING was done or addressed when I told this company the items I did eventually receive was sent to the wrong address. The items purchased are of significant value deserving of better customer service. NOT receiving the 'free' item is only one of many problems not addressed by this company. (paid for multiple times even sent money order as requested)
Sincerely,

*****************************
Initial Complaint
10/06/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NuWave is ignoring my requests for an item that was missing from my order and instead continues to say that we have not contacted them. We ordered an oven and Nutri-pot from NuWave in December 2020. The glass-fitted lid for the 6 qt NuWave Nutri-pot was missing from the original package. I have sent numerous requests to NuWave for this item, but all of my requests have been ignored. Instead, I continue to receive notices for a remaining payment. These notices state that I have been ignoring previous ones, but, in fact, I have replied and requested the glass lid. I received another notice within the last week (September 2022.) It states "This account could have been resolved a long time ago if you had taken the opportunity to respond". I have not ignored their notices -- they are ignoring my replies, requests and all attempts to reach them through their website, email and mail.
Business response
10/12/2022
We do truly apologize for the inconvenience that this has caused you. Upon looking further into your order, it looks like you received the 6QT Pressure Cooker as a free gift with your purchase of the Bravo XL. The 6QT Pressure Cooker, that is sent as a free gift, does not include the glass lid.
We would be more than happy to apply a small discount on the purchase of the lid for you. With that being said, your order CB1-879981, from 11.11.20 has a past due balance of $65.23 and is currently in collections.
If you would like to speak more about this, please contact ************************************** directly.
****************
Customer Support
Customer response
10/12/2022

Complaint: 18178632

I am rejecting this response because:
NuWave has ignored all of the contacts that I have made to address this issue for over a year. My understanding is the glass lid was supposed to be included in the original purchase. I have tried to contact NuWave numerous times and have not received any response. In fact, NuWave continues to send notices to me that specifically state that I have not contacted them, which is a lie. I no longer wish to do business with NuWave and have no intention of purchasing anything further from them.

Sincerely,

*************************
Business response
10/13/2022
We do truly apologize for the inconvenience and confusion that this has caused you. The possible options we have for you were provided in our email correspondence that is attached.
If there are any other questions or concerns, please do not hesitate to reach out to ************************************** directly.
Thank you,
****************
Customer Support
Initial Complaint
10/05/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an air fryer 2 months ago and proceeded to use it a month ago. It set off my fire alarms as it was smoking so badly.Second time I used it same thing. Third time the unit was actually burning..not the food but the unit itself.model ***** I called customer service after the first incident and numerous times afterwards..I waited at times up to an hour on hold for someone to answer the phone which no one ever did. Today FINALLY I was able to speak to someone who was of no help at all. I do not have the receipt for the item. I have the item and the book, but the customer service rep was not helpful at all and when I asked to speak to a supervisor she refused and told me there wasn't one. Finally she put me on hold and then disconnected me..all of this while again waiting on hold for a ridiculous amount of time. It's not even that the unit wasn't working properly..it's that it was actually smoking and burning so badly i had to unplug it and throw it outside. I didn't ask for a refund ( I spent over 150 dollars on this), I simply wanted a working SAFE air fryer. PRODUCT WAS HORRIBLE AND CUSTOMER SERVICE WAS EVEN WORSE.
Business response
10/11/2022
As of 10.11.22, a resolution has been met with the customer. Attached is the email correspondence as well as an invoice to an order.
Thank you,
****************
Customer Support
Initial Complaint
09/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a NuWave Precision Induction Cooktop 2, ***************, Serial # **************, from my sister-in-law as a Christmas gift December 2021. Since she lives in ******** ** I do not know where it was purchased nor do I have a sales receipt. First time I tried to use it (6/22), it did not work. The error # I got is not in the manual. The first call to **************** I was informed that without a receipt I couldn't even send it in for them to look at it. The second call to CS they admitted they no longer made the item, had no parts to repair it, and would not deal with it without a receipt. This has a one year warranty and it still sells on Amazon for $140.00 plus tax. If this item caused problems or was just a piece of junk there should have been a recall. Since it is still under warranty, never been used, doesn't work, they won't look at it, won't fix it and no longer make it I think I should be entitled to one that works.
Business response
10/05/2022
We do truly apologize for the inconvenience that this has caused you. Unfortunately, without a receipt we are unable to validate the warranty on the *** as it is based on the original purchase date.
Please take in mind, for the *** to heat the pan or pots being used, they have to be induction ready. To test this, a household magnet can be placed on the pan, if it sticks it is induction ready.
We currently do not have the ***2 available for purchase, we only have the *** Flex and *** Gold. As the warranty can not be validated we are unable to start a warranty claim, but we would be more than happy to apply a discount on the purchase of the two units previously mentioned.
If you would like to move forward with this, please contact ************************************** directly.
Thank you,
****************
Customer Support
Customer response
10/05/2022

Complaint: 18138649

I am rejecting this response because:

Sincerely,

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

How much of a discount? Like I said this sells for $139.00 on Amazon plus ** tax. The pan I used came with the PIC.
Business response
10/12/2022
We would be more than happy to apply a $20 discount for you on the purchase of a PIC Gold or PIC Pro Chef. If you would like to move forward with this, please contact ************************************** directly.
Thank you,
****************
Customer Support
Customer response
10/14/2022

Complaint: 18138649

I am rejecting this response because:

Sincerely,

*************************
Business response
10/25/2022
We do truly apologize for the inconvenience. Unfortunately, those are the only discounts we are able to offer when a purchase for our PIC's is done.
If you do change your mind, please do not hesitate to contact ************************************** directly.
Thank you,
****************
Customer Support

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