ComplaintsforNuWave, LLC

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Brio 6 Qt Air Fryer as a gift today. There was no manual or bonus recipe guide in it. I emailed customer service asking if I could please get one sent to me as it was not in the box when I opened it. I received a response from Galilea A. with the guide attached. I once again emailed asking to please send a guide as I do not want to print out all of those pages. I tried yet another message asking for the guide that was not in the brand new box to please be mailed to me. I received a response from ********************** letting me know that your company has no manuals for sale. I did not ask to purchase one. I believe one should be provided to me as there was not one in the brand new box I opened. I am shocked that your company cannot accommodate this simple request. *****************************

  

  Business response

  09/14/2022

  We do truly apologize for the inconvenience that this has caused you. As per our email on 9.14.22, we have come to a resolution. Please see attached invoice and email correspondence. 

  If you have any other questions or concerns, please do not hesitate to reach out to ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a brio 14q back on 2/5/2021 and a couple months later I start noticing the fading of the writing on it, which kind of make it a little hard to use, as I had to fumble my way around, to make sure I am selecting the correct function, I keep using the product, but now the most important buttons are no longer working, as I am not able to see any writing on the product, for the start/pausr or on/ off buttons, I reached out to the company and I had to send a picture of the product to the company which I didn't mind. But after speaking to the rep she advised they will send some little stickers and been that I no longer as VIP warranty, I would have to pay shipping... I asked what about the 3 years extended warranty that I purchased and she advised that only VIP warranty as free shipping. I need some kind of replacement for my item, or the stickers for free, I don't want to psybwhen I already pay for the warranty.

  

  Business response

  09/13/2022

  Hello, 

  We do truly apologize for the inconvenience that this has caused you. Upon looking further into this issue, it does look like the 1 year VIP warranty on your 14QT Brio Air Fryer has expired. The additional 3 year warranty that was purchased is the limited manufacturer warranty. 

  Under this warranty, the cost of the part is covered, but the processing and handling fee of $6.95 is not. The shipping cost has been waived as a one time exception. Please take in mind, shipping costs will have to be covered for future warranties. 

  If you have any questions, or would like to speak further about this, please reach out to ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The hinge that the door attaches to is a cheap plastic and snaps in half when attaching door to unit There have been many complaints on line for this same problem. I called nuWave customer service and they said it was the customers fault. They need to be more careful and the power base needs replacing. This costs $119 which is almost what the whole unit costs. I am sick and tired to the indifference shown to customers

  

  Business response

  09/16/2022

  As of 9.15.22, we have been in correspondence via email in order to come to a solution in regards to your 14QT Brio Air Fryer. All that is needed is further information in order to move forward with a warranty claim.

  If you would like to speak further about this, please email ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

   

  Customer response

  09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the NuWave Oxypure air purifier from the manufacturers website. On the website it states that you receive a mini portable air purifier for free, just pay shipping and processing. I received the package but no mini portable air purifier. Instead I received a letter from NuWave saying the mini portable air purifier is on back order. If on back order why do you keep advertising every night, I believe there is no portable mini air purifier and that this is false advertising. I want the mini air purifier it was part of the reason I made the purchase. And I understand the shipping has not been charged yet, I don't care it was promised to me and I want it.

  

  Business response

  09/12/2022

  We do apologize for the inconvenience that this has caused you. Looking further into your order, the Portable Air Purifier shipped 9.02.22 and per *** tracking has been delivered to the address on file as of 9.06.22. 

  Attached is the proof of delivery. If you would like to speak further about this, please reach out to ************************************** directly. 

  Thank you, 

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

  Customer Support 

  Customer response

  09/14/2022

   
  Better Business Bureau: 

  I sent you guys an email days ago, telling you to cancel

  my complaint. It had arrived.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BBB, On July 4th 2022 my Nuwave air fryer caught on fire in a grand fashion, white / blue arcing electric fireworks and burning melting plastic. I took the attached photos about 2-3 minutes after I unplugged the air fryer and you can still clearly see the wire glowing red. If I had not turned around and gone back to the air fryer to investigate the electrical noises, the kitchen would have caught on fire. The piece of wire that was arcing and burning dropped onto my $2200 Formica counter top and bubbled the finish, the counter top is not new, but the bubbling caused by the molten metal and plastic is permanent; and now is the newest, most unsightly scar on my counter top. I attached a photo of the back ID plate, and of the defective air fryer, and the damage. The machine is not even 2 years old, purchased brand new on Amazon, it has light use, and Nuwave should not be selling a product that ***** houses down. I understand that it is out of warrantee but the warranty period doesnt apply when you have a dangerously defective product. My Nuwave air fryer was obviously in violation of the statutory implied warrantee of fitness for a particular purpose, i.e. the air fryer, regardless of warrantee, should cook food without catching on fire. Luckily I was able to unplug the air fryer, but the situation could have been a lot worse. I want a new air fryer, preferably one that doesn't try to burn my house down, or I want money towards a new countertop.

  

  Business response

  08/26/2022

  We do truly apologize for the experience you have had and inconvenience that this has caused you. As of 8.26.22 a resolution has been met and agreed to with NuWave. 

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

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

  Customer response

  09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I had been working with NuWave prior to filing my BBB complaint, but when they ghosted me I had no other choice than to file with the BBB. Finally, after more than 6 weeks of painful communication, NuWave has offered me a resolution that was acceptable. NuWave provided me with a new air fryer (not the same model that caught on fire), and some compensation for the damaged countertop. I am happy/ satisfied with the resolution, but I wish it hadnt taken so long to reach a resolution. Im also happy NuWave wants the defective unit back, they sent me a prepaid label. This means they actually want to look at my defective air fryer and figure out what went wrong. It is my sincere hope that there are not other units out there that will malfunction the way mine did. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Nuwave Brio 15.5Q air fryer from Khol's 11-10-22 I used this item less then 10 times and it stops working! I call for a replacement. I was given a hard time about the warranty the ***** time. I finally got a customer service person to help me. In the end this company want me to pay over half want I gave for the item to replace it. I called to complain and I'm told it's in the warranty they only replace the items they charge a handling fee and make me pay to return their broken items! This is poor business. This need to be Advertise This as a sell the item.

  

  Business response

  07/27/2022

  We do truly apologize for the inconvenience that this has caused you. The NuWave 15.5QT Brio is under a 1 year limited manufacturer warranty. Under this warranty, the cost of the part is waived, all you are responsible is for the shipping cost of the replacement. 

  We have made a one time exception and provided a return label for the original defective powerbase to be sent back to us. Unfortunately, under our policy you are responsible for the $32.04 shipping to receive the replacement part. 

  If you have any questions or would like to move forward with the warranty order, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the NuWave Oxypure air purifier from the manufacturers website on June 7th,2022. On the website it states that you receive a mini portable air purifier for free, just pay shipping and processing. I received the package quickly but no mini portable air purifier. Instead I received a letter from NuWave saying the mini portable air purifier is on back order. I called customer service to obtain more information about how long I need to wait and the representative didn't know, they told me to callback in a month to check again. I'm starting to believe there is no portable mini air purifier and that this is false advertising. I just want the item that I paid for.

  

  Business response

  06/22/2022

  We do truly apologize for the inconvenience that this has caused. Due to an overwhelming demand combined with an ongoing supply shortage and freight delays, the NuWave Portable Air Purifier is currently on backorder. The p&h fee for the NuWave Portable Air Purifier has not been charged. Once it is in stock, the p&h fee will be processed and the unit will ship out. 

  The only item charged for is for the NuWave OxyPure which has been shipped and delivered. If there no longer is an interest for the Portable Air Purifier due to is back order status, it can be removed from the order. 

  If you would like to speak about this further, please contact ************************************** directly. 

  **************** 

  Customer Support 

  Customer response

  06/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.
  
  Sincerely,
  
  **** B

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/7/2022. Purchased at P.C. ******** for ***** plus tax. On opening my item I noticed a few accessories are missing. I called the company and was told those items are not included when purchased from a retail store.

  

  Business response

  06/09/2022

  We do truly apologize for the inconvenience that this has caused you. We have reached out via email and phone in order to get more information to proceed with the reshipment of the missing items. 

  Please see attached the email that was sent as of 6.09.22. If you have any questions or concerns, please contact ************************************** directly. 

  **************** 

  Customer Support 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've tried contacting NuWave and never received a response. This is about a problem with the unit. I bought the oven and the rack doesn't stay on the rails if you apply any pressure. If you stick a fork in the steak to see if it's done, the rack falls. I've burnt my hand twice. The oven smokes and gives off a gas smell. Tonight the oven made a big bang and I thought it was going to catch on fire. This appliance is dangerous and a fire hazzard. It's too bad because I like it but I don't dare to use it anymore.

  

  Business response

  05/02/2022

  We do truly apologize for the inconvenience. A replacement is being sent to address provided by the customer. Please see invoice and email correspondence attached. 

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

  Thank you,

   **************** 

  Customer Support 

   

  Customer response

  05/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a NuWave air fryer in Oct, 2020 which they replaced in Sept, 2021 because after use, the printing on the top was coming off. They sent the base only and had me keep the original basket. I have the receipt for the original one but only a packing slip for their replacement. I have been emailing their customer service for the past several weeks concerning the one they sent me. In less than 6 months, this one shuts off after you open it to turn the food. The display is off and the unit wont go back on so I have to finish cooking by microwave or oven. Prior to Oct, 2020, I bought my first air fryer but when the basket rusted and the nonstick coating started coming off in the food, they wouldnt help me as it was just out of warranty. Thats when I bought the one in 2020. These are not cheap and dont get used every day, so I expect them to last longer than 6 months. **************** told me that since my original receipt (on the one they took back) is from more than a year ago, they cant help me with this replacement that they didnt send a receipt for (only the packing slip) They offered $20 off on me buying another new one! Ive written to the corporate office but I think that goes to the same customer service **** Ive been trying to deal with. IF customer service responds, it isnt any help. Ive sent all the requested information several times and the final result was the first receipt, on a unit I no longer have, is out of warranty. That shouldnt cover one they sent that is only 6 months old!

  

  Business response

  04/12/2022

  Good Morning, 

  We do truly apologize for the experience you have had with your NuWave Brio. Unfortunately, the 1 year of limited manufacturer warranty on your unit is based off of the original purchase date. As you are 6 months past that time frame, we are unable to start a warranty claim. 

  We can apply a $20 discount on the purchase of a replacement unit. If you have any questions, or would like to move forward with the purchase, please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  04/13/2022

   
  Complaint: 16990443
  
  I am rejecting this response because:I had a warranty issue on the air fryer, with a different serial number, that was bought with the receipt I have. THEY replaced that faulty one with a new one, supposedly, that should have its own year warranty as its a different unit and had nothing to do with the receipt of the other one! Regardless, as the papers I submitted show, they replaced the one I bought with one 6 months ago. The issue shouldnt be that they want to use my old receipt for this new faulty replacement, but why arent they more concerned with a new air fryer that didnt last 6 months! Ive been writing to them since late Feb, early March and they sent this replacement in August of 2021. I paid over $110 for this unit when they didnt stand behind the first one I bought and now they want to give me $20 to buy another when they shipped me a replacement that doesnt work? 
  Of all the consumer complaints about how this companys customer service doesnt assist its customers or make things right, I am wondering why your BBB grade doesnt take that into major consideration. They have excuses on almost each letter for why they arent helping.
  word of mouth goes a long way and if they dont make it this right, I do not want their $20. I want an air fryer that works and a company I can trust to stand behind their products! They sent me this one, for crying out loud! It was a replacement of a bad one and this one lasted less time! Why should I accept that?

  Sincerely,
  
  *****************************

  

  Business response

  04/15/2022

  We do truly apologize for the inconvenience. Unfortunately, when a warranty claim is done on a unit, the warranty time frame does not renew. The 1 year limited manufacturer warranty is based off of the purchase date of the original unit purchased through the retail store. 

  The first replacement was done within the 1 year time frame of your warranty. As stated previously, the 1 year has now expired and the unit is no longer covered under warranty. If you do change your mind in regards to the $20 discount on a new purchase or a discount on the powerbase, please do not hesitate to reach out as we would be more than happy to honor that offer for you. 

  Please contact ************************************** directly. 

  Thank you, 

  **************** 

  Customer Support 

  Customer response

  04/15/2022

   
  Complaint: 16990443
  
  I am rejecting this response because:the receipt on one unit has nothing to do with a different unit. (If I buy a car with a warranty and then get a different car, the first warranty has nothing to do with the second car)

  They sent me a replacement unit that has issues. They should stand behind what they sent me! When the air fryer that they sent me, shuts off and wont go back on, thats not a fix to the original problem! Its a new unit with its own problems!
  
  ****************************************************

*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. ↩