Hearthware, Inc Makers of NuWave Ovens
Complaint 257212 Details

Ordered NuWave oven under 90 day trial online. Shipping costs were just under an additional half the price of the oven. Company fist sent a used oven then replaced it with a new one. I conveyed several complaints about the unit via email and phone calls. It does not perform as advertised. The design lends to physical damage to a user. I burned my wrist while cooking even while using extreme caution. Company disregarded email request for return and refund instructions. Initial customer service call was over 20 minutes of inept discussion ending with a verbal promise to note the file and ask someone to address request of full refund including shipping costs. Could not generate RMA # for return. Could not transfer call to main office. Finally I was advised to reach a manager direct and provided the same phone number I had just called. Second call to customer service to speak with manager ended with regular rep refusing to refund shipping costs and refusing to transfer to a manager. I was told to send pictures of burns for legal department to look at. In the end it costs $101 shipping to try a $119 oven. Company does not care about customers being physically burned - let alone scammed. The company gambles most customers will not incur further loss paying additional shipping to return the oven. They are also gamble customers will not pursue legal investigation of burns by incurring additional costs. The refused to provide CEO's name and address. I was told to look it up on the internet. Don't do business with this company.