ComplaintsforNuWave, LLC

Cooking Utensils

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Initial Complaint
03/01/2022
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.
I had received my NuWave Brio 3q Air Fryer as a gift from my sons. The machine is put together very cheaply ---- the plastic piece that goes across the front of the power base/across the center part, just above where the basket comes out, that piece is in 2 pieces and meets in the center of the power base and comes loose, hanging down so that the basket catches on it and won't close all the way to operate the fryer. I most certainly am not paying the price to replace the entire power base, just to have it happen again! I have contacted their customer service and have been told that without a receipt to prove purchase, they won't do anything. I have sent them photos of the power base where the issue is. I explained to them that it was a gift and item was purchased by someone, or how would I have acquired it? That should be proof of purchase in itself. Makes no sense. I have read that others are experiencing the same issues with their air fryers as well. Very big design flaw! If they won't stand behind their products, they won't be around long. Products should last more than just a few months. Very disappointed with products and their lack of resolutions. They seem to have lots of complaints against them. They need to have better products and stand behind their products.
Business response
03/03/2022
Good Morning,
We do truly apologize for the inconvenience that this has caused you. Unfortunately, without a receipt or proof of purchase we are unable to validate the warranty on the Brio Air Fryer as this is based off of the original purchase date.
We will gladly add a discount on a purchase of the replacement powerbase or entirely new unit. If you would like to move forward with this, please contact ************************************** directly.
****************
Customer Support
Customer response
03/08/2022

Complaint: 16822023

I am rejecting this response because: item was received as a gift from my sons. They didn't keep the receipt - seems to be a scapegoat for your company to avoid standing behind your products. I have the air fryer in my possession, so if it wasn't purchased by myself or my sons, how would I have it?? Have seen so many complaints regarding the same issue as I have. ******* design flaw and would think you would have had that taken care of by now. Many unhappy customers with your products. You mention a discount to replace the part, but didn't give the amount of the discount.

Sincerely,

*************************
Business response
03/14/2022
Good morning,
Unfortunately, we are unable to validate the warranty of the unit without a receipt, as this is based off of the original purchase date. If a replacement powerbase is purchased, we can add a $15 discount.
For more details about this, please reach out to ************************************** directly.
****************
Customer Support
Initial Complaint
02/14/2022
Complaint Type:
Sales and Advertising 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 a H323135363238383631**H blender over the phone. I paid by credit card. I made the first payment oof $53.28. I got the blender and I decided I didn&#**;t like it so I sent it back. I sent it back to *******, **, not ************. I got a confirmation that they received it. They gave me a refund on my credit card, They said they would reimburse me for the postage: $26.15. I haven&#**;t received that yet. When I called today, they said they don&#**;t refund on shipping. That&#**;s not what I was initially told. The line was recorded.
Business response
02/24/2022
Good Afternoon,
We truly apologize for the confusion and inconvenience. Under our return policy, customers are responsible for the shipping costs to return for a refund. Due to this, the shipping costs covered with the carrier of their choosing is not able to be reimbursed.
If you have any other questions or concerns, please contact ************************************** directly.
****************
Customer Support
Initial Complaint
02/14/2022
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.
Bought a 14 qt air fryer. Right on the box it says it comes with accessories. Only one of the 6 accessories was in the box. I contacted Nuwave and they said the retail version does not come with hose items, only comes with them if you buy directly from Nuwave. But it says right on the box that those accessories are all included. They refuse to send me the missing items./
Business response
02/24/2022
Good Afternoon,
We truly apologize for the experience you have had so far. We have reached out via email for more information regarding the missing items. We will need a copy of the original receipt in order to move forward with sending those items out. We are awaiting response. Attached is a copy of the email.
If you have any other questions or concerns, please reach out to ************************************** directly.
****************
Customer Support
Initial Complaint
02/01/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased the Nuwave oxypure on 11/23/2020 Order OVN2-140505 for $599.88 on 7/21/21 the unit quit working so they shipped me a new unit Order OVN2-202884. On October 2021 this unit stopped working again. I called Nuwave and no one answered and they said to reach out to *********************************** I reached out on 10/21/2021 (before my warranty expired) and there was NO Response. I reached out out again on 11/29/2021 and had the same issue. I still have this email as proof that I reached out. I finally got a hold of someone again on 1/24/2022. They told me the unit was out of warranty (over 1 yr) and I explained that I tried to reach out multiple times through email. They said I would either have to box the unit up and pay for shipping and they would see what the problem is OR I could purchase a new 2yr warranty and they would ship me another box and a shipping label and would repair the item. I did receive the box however I just called them again today and they told me I had to pay for my own shipping even though the person I talked to on 1/24/2022 said they would send me the shipping label via email. I am so tired of fighting with this company. I just want a unit that works. We have had nothing but issues with this unit and it was expensive. I think it is wrong that they had my buy an additional 2 year warrant and we have been through 2 broken units and they expect me to pay for shipping. I dont feel this is fair. I have uploaded the emails I previously sent.
Business response
02/02/2022
Good morning,
We do truly apologize for the inconvenience. A return label for your current NuWave OxyPure has been sent via email, as a precaution we have re-sent it to the email on file as of 2.02.22. Please allow 24 to 48 hours to receive.
Once the unit is received, our engineers will inspect and repair the unit. The unit will then be shipped out to you at no expense as you did purchase the additional 2 year VIP warranty. Attached is the invoice for the return label.
If you have any other questions or concerns, please reach out to ************************************** directly.
Thank you,
****************
Customer Support
Customer response
02/03/2022

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
01/27/2022
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.
I purchased a Brio14Q today, On opening the box and laying everything out I discovered i was missing a part. The handle for the roasting drum was nowhere to be found. I went back and checked all the packing material to make sure i had not missed it. No luck.I called the number listed with packaging and after being on hold i spoke to a woman who seemed to be having a bad day considering her tone. She told me the part was not included of the purchase. I explained to her again that this cannot be possible since I had every item but this on and it is clearly listed on the parts list. How can a part that is intended to be used with what I had in hand not be included, I asked to speak to someone else that might better help me and she made a very rude comment and hung up on me. I know that times are tough and everyone is under a great deal of stress, but this is a customer service line and being nice does not cost a thing.
Business response
02/03/2022
Good morning,
We do truly apologize for the inconvenience that this has caused you. We have reached out via email in regards to additional information we need in order to send the missing item. Attached is a copy of the email sent on 2.01.22.
Once we have this information, the item can be reshipped to the address provided.
If you have any other questions or concerns, please reach out to ************************************** directly.
Thank you,
****************
Customer Support
Initial Complaint
01/17/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company doesn't offer help with troubleshooting for our Oxypure Air Filter. Instead they want us to send this huge machine back for repair. We received a box from them but no shipping label as promised. **************** is awfully hard to get ahold of so we have misgivings about sending this $600 machine back. The website information is a joke ....This is a copy of the email that I received.
Business response
01/24/2022
Good Morning,
We truly apologize for the inconvenience that this has caused you. The OxyPure Air Purifier has a repair process in which we provide a return label and box (if needed) to return the unit for a repair. Once it is received, the unit goes through an inspection and repair. Once this is finalized, the unit is then shipped back out.
An electronic return label has been sent out via email to the email we have on file. Please allow 24 to 48 hours to receive this. If you have any other questions or concerns, please reach out to ************************************** directly.
Thank you,
****************
Customer Support
Customer response
01/25/2022

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. I will not be sending it back to get checked out due to my own procedure of taking everything out and then vacuuming the unit made it work.

Sincerely,

***************************
Initial Complaint
01/13/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got an air fryer as a gift. I was very excited upon opening the box and seeing a list of included accessories. However, I was missing several that the pamphlet and manual said were included. I reached out to the company to be told I'd have to purchase these myself, despite the fact the manual says those accessories are included. They tried to say "only certain models come with those." Then why did my manual say I would receive those? I'm not paying them money for what I should have received. Really poor customer service via email - rep was condescending and unhelpful.
Business response
01/20/2022
Good morning,
We apologize for the inconvenience this might have caused. The model purchased does not include the items mentioned however, we understand how this can be confusing as shown on the image. Therefore, we have placed an order for the additional accessories to be shipped out at no cost to the customer. Customer will receive an automated email with the tracking information once it becomes available. Please allow 5-7 business days for delivery via UPS.
Order number: 192318
Thank you.
Customer response
01/27/2022

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
01/07/2022
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.
Getting billed for something I don't have sent product back to company two days after I received product, they say they never received it back, but yet it took them almost a whole year to start sending me to collection, my stepson took product in *** box to fedx to send back, unfortuantly, I lost the fedx recept with tracking #.
Business response
01/19/2022
Customer placed the order on ******* via phone in which all calls are recorded. The order was placed for the Bravo XL and accessories. Two packages were shipped and delivered to the customer. Customer called us on ******* for return instructions wanting to return the Bravo XL. Return instructions were provided. On 8.30.21 we received a Chargeback from the credit card company that customer reported the charge fraudulent. On 9.11.20 customer called again asking for the order total and how many payments were left and the amount. A little over a year after on 10.27.21 customer called us she returned the product, we explained we had not return from her and we double checked all the returns and nothing was received from her. We asked for the return tracking number however customer said she was going to reach out to Fedex.
Unfortunately without the return tracking number we are unable to refund the customer. All returns we received are processed on a daily basis and accounts are refunded. We did not locate any return for customer.
Customer response
03/18/2022

Complaint: 16438341

I am rejecting this response because:
See Attached Document

Sincerely,

*************************
Business response
03/28/2022
Good Morning,
Unfortunately, without tracking information to locate a return we are unable to remove account from collections. As of 3.28.22, no return for a Bravo XL has been located.
We do truly apologize for the inconvenience.
****************
Customer Support
Initial Complaint
01/06/2022
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.
I was given a Nuwave Bravo, toaster oven/ air fryer on August 18, 2021 I was able to use it a few times before the end of September 2021, when it started tripping the breaker every time I attempted to use it, eventually it began to shut off immediately after powering on. I contacted the company, I gave them the information, sent a video but they refuse to do anything about it because I dont have the receipt. The person who purchased it looked high and low but doesnt think he saved it. And the store he purchased it from was in the middle of changing owners at the time, so we cant exchange it.I didnt ask for money, I sent the video showing what happens, and I simply asked for them to replace the machine. The only human that I can get ahold of is very rude and at first refused to do anything for me. Now she is telling me she can make a one time exception if I pay shipping and tax for a replacement, and shipping to send the original back. Plus, I will no longer have a warranty. I just want them to ship me a new product
Business response
01/25/2022
Good Morning,
We truly apologize for the inconvenience that this has caused you. Our NuWave Bravo Toaster Oven has a one year limited manufacturer warranty. This warranty is validated based off of the original purchase date. Unfortunately, without a receipt we are unable to confirm this information. We can honor the exception that the previous agent offered and replace the powerbase as if it was covered under warranty. Under standard warranty, customers are responsible for the shipping cost of the replacement. This would be an exception, so the replacement would not be covered under warranty as we would not have the original proof of purchase.
If you would like to move forward with this, please contact ************************************** for further assistance.

Thank you,
****************
Customer Support
Customer response
02/11/2022

Ive heard nothing from the company nor has anything been resolved. I suppose that is my answer. All I wanted was a replacement machine. Any other manufacturer would have done that. Im at a loss as for what to do next, other than never purchase another product made by them again.

Thanks,

******* Kirk
Business response
02/18/2022
Good Morning,
We apologize for the inconvenience. We have reached out via email to further assist you with the replacement. Attached is the email correspondence.
If you have any other questions or concerns, please contact ************************************** directly.
Alyssa N
Customer Support
Initial Complaint
01/04/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/28/21 I placed an order on the Nuwave site for a ****** coffee maker. I did expedited shipping and was told it would ship out on 12/29/21. I have been trying since 12/27/21 shortly after paying $134.00 for this item to see the tracking and or information on my order. The website and my order where it says check order here is down and has been for five or 6 days. I called the company and they wont tell me if it shipped, it they even have my order. My only recourse now is to dispute this charge with my CC company and I am doing that tomorrow am. I have nothing and all though it has only been one week since ordering, I need some information as to where this order is and when and IF it will or has shipped!!!
Business response
01/20/2022
Good morning,
The original order was placed on 12.28.21, the package was shipped out via **** Customer reached out to us the product was not received therefore a reshipment order was placed on 1.11.22. The product was shipped and delivered via *** on 1.18.22. Tracking number: 1ZX4R1540340875391
Customer should have the product and we apologize for any inconvenience this may have caused.
Thank you.
Customer response
01/21/2022

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. I am very happy that Someone at this company ie, ******** helped get me the correct product. Appreciate that. Sorry I felt like I had to file this complaint.

Sincerely,

Jan ********

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