Complaints
This profile includes complaints for NuWave, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Business Response
Date: 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
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:12/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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,
*********************ced and would like to have the glass lid for the Nutri-Pot as shown in their advertisement for this product.Business Response
Date: 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
Initial Complaint
Date:11/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 18341274I 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.Customer Answer
Date: 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
Date: 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
Business Response
Date: 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
Business Response
Date: 12/16/2022
Business Response
Date: 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 Answer
Date: 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
Date:10/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Business Response
Date: 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
Date:10/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:09/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Business Response
Date: 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 Answer
Date: 10/14/2022
Complaint: 18138649
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 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
Initial Complaint
Date:09/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
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