NuWave
Reviews and Complaints

I just opened my product gotten as a christmas present... Answers I need are not included in the paperwork. The customer support number printed on paperwork refers you to a website for "chat" but chat button does not appear (on right hand bottom of screen) I cannot speak to a person and this is getting so insufferable across most websites that I am thinking of never buying anything anymore no matter what claims are made for it. If they don't have the courtesy to be available to help older people who do not have qr codes or cellphones, and refuse to help you by any means, who needs them?

I have purchased 4 of these as gifts for Christmas and one for father's day. The lettering/ numbers touch screen is starting to wear off so now you cannot see where the function buttons are. I had to put stickers on top and label which looks horrible.

I contacted Nuwave and they want me to send them $29.92 for a new panel screen that sticks over the old panel. What?

Other customers have commented that this is a problem they are having as well

Over the past few years I have bought 5 cooktops, and let me say I love them but after a year the start button breaks into a hole and you can no longer use the cooktop because you can't turn it on, I know it's nothing I have done, I have given some as gifts and the same problem has happened to them, do you know of this problem? can you do anything for me about this, I can send them back to you if you want to check the problem I do not have the receipts any longer it's been awhile, I have 2 different styles, gold and plain. the cost was not bad if they lasted longer not to mention the cost of new cookware. Even if you can not help me, please reply to my email. I have moved since I bought the cook tops.

Thank you for any help you can give me

Jeanne Edgerly

121 Broadleaf Drive

Jacksonville NC. 28546

phone [protected] [protected]@yahoo.com

I purchased the Oxypure purifier May 14th 2022. Was understanding that I would receive a smaller unit (portable purifier) free with this purchase. Today is July 15th 2022, I have not received this as of yet. Everytime I call, I am told that it will be another six to eight weeks. I just ask a time frame on when these are expected to be received. No one even trys to get me an answer on this.

I FEEL SCAMMED!

I am on the verge of boxing my Oxypure unit up, and sending it back for a full refund.

GET ME SOME ANSWERS!

I purchased a new Brio NuWave air fryer in October, 2020 because the coating was coming off the basket onto the food and it was rusting. By September, 2021 this new one, still under warranty was replaced because the printing on the top of the heating unit was coming off. They sent a new base and told me to keep my basket. I have been in contact with customer service for the past several weeks because after rearranging the food midway through cooking, the unit sometimes won’t go back on. Everything shuts off and won’t turn on. I’m not sure if it’s the way my old basket seats in the newer base, but I have to use my oven or microwave to finish cooking. First they said because I don’t have the original receipt (I do have the original) they can’t help me. Then they said since the original receipt is over 1 year old, they can’t help me. I asked why the original receipt would cover their less than 6 mo old replacement and they did not respond. They offered $20 off on me buying another. That would be 4 in less than 2 years…..and since they’re pricey and don’t last, I don’t think so!

Used my air fryer today to cook chicken wings. It caught on fire and almost burnt my kitchen down. It also ruined my stove top from the melted plastic. I have pictures if needed . The item was purchased approximately 2 years ago . I can't read serial number because it burned up.

The duet lasted two months. Getting Err7 on the screen. They answered my first e mail and tried to sell me a lid. I asked where the low pressure sensor was located and now they will not respond. Total junk!

I have purchased 6 Nu wave infrared ovens 2 for myself and 4 for family everyone the dome has cracked and like 3 or 4 different spots this is ridiculous ridiculous I have numerous of Nu wave products have always been happy you need to definitely deal with this problem with these domes I cannot undererstand the issue I want a replacement or or a new oven..

I purchased this NuWave Primo Grill Oven on 8/19/2020 and it is now December 15, 2021. The nuwave oven powerhead started falling apart about a month ago. The dome fits on the powerhead and locks into place with a ring on the powerhead. Today the retaining ring fell apart and the dome does not lift off with the powerhead, so I have to now remove the powerhead and then remove the HOT dome in order to use the oven. I had an IM with "customer service" Adolfo S, and he told me since my purchase was just past the 1-year warranty mark, they won't replace the head. I have to spend over $100 to replace the head on that. This company charges a high price using substandard material and they have crappy customer service. Their components that they send with the initial product are designed, in my opinion to fail because withing three months the dome started developing cracks on its own and I had to call in and get a replacement. My opinion, this product works well... for a while and then starts falling apart. I want them to replace the powerhead with one that won't fall apart.

I ordered a new NuWave oven on Feb 17, 2020. When I received it, the first time I used it, it fried the dome, the smell from electrical burning was horrible. I contacted the company for a replacement. They said they were sending one out. It never arrived, I contacted their help desk by email. They said they were sending a new one and said Covid 19 and the shortage of staff was the reason why I never received one. Again in Sept 2020, I contacted them by email and by phone again. They promised to send one out again. Never received it. I send them an email again today Feb 2021 a whole year after I purchased it. Then I call. Was disconnect several times until I finally got through. Now they are saying that it is past the one year warranty and they cannot help me. They said they would escalate the issue. They advised that despite their advertising of the help email, it does not work.

This was the only email response I got from them where they acknowledged that they were advised I needed a replacement. All my other contacts were phone calls.

Michelle J
Thu 2020-08-20 6:06 AM

Hello Michelle,

I am sorry for the unpleasant experience you have had with Nuwave. I was able to locate and review your order for the Primo grill oven. It seems like you are being assisted by an agent already. May I ask if you sent over all the information needed to move forward with a replacement?

Thank you.

If you have any additional questions or concerns, please let me know.

Michelle J

michelle.[protected]@nuwavenow.com

Customer Service Representative

DOWNLOAD our new NuWave Cooking Club App

Customer Service: [protected] • Fax: [protected]

NUWAVE, LLC • 1795 N. Butterfield Road, Libertyville, Illinois 60048

Hi. I recently bought the Nuwave oven that came with a pressure cooker and pizza equipment. My name is Pierre Lacelle. My address at home is 1387 Jarry Boulevard, Laval, QC, H7W 2W9. My credit card ends with 1768. I already paid on December 24, 2020 $238.61 but then you stil take payments of $78 per month. Is that normal. More over the company that brought the goods at my house (I think it was Purolator) shoved all boxes on the sidewalk and my pizza was chipped. I already told you on your site but nobody called me. I would appreciate a call-back. My phone number is [protected]. I unfortunately do not remember my order number.

On 1/13 I ordered a 6 quart air fryer. On 1/15 it arrived. They automatically upgraded me to the 14 quart air fryer oven. It is 30 lbs and huge! Plus it is an oven! I immediately called the company. They first stated that I should be grateful because it is an upgrade! I am very disabled. I can't even lift it. My friend had to come over to take it out of box. I explained, to be told that I need to pay to return it. I again said I didn't order this product. He said after I really complained that I could get a discount on another order. I refuse to do further business with them. I waited twice for a supervisor for hour each time. Only call dropped. I have called every day since. To return it is very expensive because of the weight. I refuse to be out anymore money. I am on a payment plan. I called my bank and disputed it but because one of several emails stated 14 quart. I didn't see it because everything else was exactly the same. On the packing slip it states items that were never included as packed. I am willing to change my credit card number but there is no guarantee that they won't just use the new card. Also they have zero 6 quart air fryers.

I purchased 2 14qt brio's for Xmas presents. Both were missing accessories that papers included with each unit said should be there. Missing from both packages was the grill/griddle plates, the baking pans, the cupcake liners.

I have included a picture that shows these accessories as part of "what you get". I therefore expect to get them included for each of the units purchased.

As of 1-19-2021 attempts at telephone contact have been futile.

Received one as a gift, was missing, 4 Silicone Tabs (part # 37207) for the Fry pan divider.

After many attempts to get someone on the phone, was told "Can't help
you".

The employees in Customer only want to sell you more product. they do not want to help.

As this was a gift it cannot return.

email: [protected]@optonline.net

After using the fryer about three times I noticed the paint on control buttons on the top of the machine began to smear and then wipe off. The "On/Off" lettering has now nearly vanished. The "Watts" lettering is 50% rubbed off. The Start/Pause lettering is beginning to rub off now. The lettering for the pre-set button (controls temperature) is nearly gone. This is now after about 15 uses of the machine over about four months since we bought it.

I received my oven yesterday and it has a obvious dent on the front of the tray. As well every time that the oven door is opened the tray has to. Be pushed back in... When something cost so much it should not only function but free of blemishes. I am not happy to have damage right where it stands out as it is in a very visible site. It had to have been packaged that way! All I can say quality control

This is a string of text over the last few weeks. Please read total content.

Starting with the original text
Sent: Friday, November 13, 2020 5:26 PM
To: Chat
Subject: [protected]@gmail.com wrote you a note via Olark

I bought a NUWAVE BRAVO XL 1800-Watt Convection Oven on November 14th, 2019. Receipt available upon request.
It has been a great unit, but in the last week the convection fan has become very noisy. The fan appears to be spinning slower.
I appreciate you quick response.

I sent the above originally. Followed up with receipt and model number (can be found below).
I am disappointed with the customer service.
To replace item I pay $28.95 shipping. But I also, need to pay $28.95 to ship the old one. How is this reasonable customer service?
From being told it was out of warranty, when it was still under warranty (the last day). To paying nearly $60 just to get the new one is ridiculous.

I will keep these factors in mind as I replace the Nuwave with a functional item. I will also, consider these factors when I leave feedback on the item.
Thank you

Good morning,

We would need to begin the warranty claim before the warranty expires. However, in this case since it has only been off by a day, I was able to get the claim approved.

Please be informed, your unit has a limited warranty. The warranty will cover the cost of the replacement. Unfortunately it would not cover the shipping fee of $28.95. You would also need to send back the defective oven that you have back to us at your own expense with any carrier of your choice. If you would like to proceed, please provide me with a video of your unit demonstrating the issue to proceed with your warranty.

It has been a pleasure to assist you. Have a great day 😊

Thank you,
Karina A.

Customer Service Representative
Karina. [protected]@nuwavenow.com
Customer Service: [protected]*Fax: [protected] *M-F 7:30am to 4:30pm CST
NUWAVE, LLC * 560 Bunker Court, Vernon Hills, Illinois 60061
www.nuwavenow.com
www.nuwavebrio.com
www.nuwaveoven.com
www.alsetled.com

From: Chris Puleio
Sent: Friday, November 20, 2020 6:46 PM
To: Karina A
Cc: Customer Service
Subject: RE: RE: [protected]@gmail.com wrote you a note via Olark

Karina,

Please note below. I contacted you on November 13th. — Original Message — From: Paulette C Puleio
Sent: Friday, November 13, 2020 5:26 PM
To: Chat
Subject: [protected]@gmail.com wrote you a note via Olark

Further down on this page.

So I am out of warranty, even though. I contacted you before November 14th?
How is that right?
Chris P

From: Karina A [mailto:karina. [protected]@nuwavenow.com]
Sent: Friday, November 20, 2020 1:40 PM
To: Chris Puleio
Cc: Customer Service
Subject: RE: RE: [protected]@gmail.com wrote you a note via Olark

Good afternoon,

I apologize your unit's warranty has expired on the 14th of this month. We would no longer be able to replace the unit under warranty. If interested, you may purchase the replacement oven. The replacement would be $89.99 plus $28.95 shipping.

It has been a pleasure to assist you. Have a great day 😊

HAPPY THANKSGIVING

Thank you,
Karina A.

Customer Service Representative
Karina. [protected]@nuwavenow.com
Customer Service: [protected]*Fax: [protected] *M-F 7:30am to 4:30pm CST
NUWAVE, LLC * 560 Bunker Court, Vernon Hills, Illinois 60061
www.nuwavenow.com
www.nuwavebrio.com
www.nuwaveoven.com
www.alsetled.com

From: Chris Puleio
Sent: Thursday, November 19, 2020 3:52 PM
To: Karina A
Cc: [protected]@gmail.com
Subject: FW: RE: [protected]@gmail.com wrote you a note via Olark

Karina,

Attached find one receipt.

Model # 20801
Serial # DN 1808-010-811A

Thank you for your help. The fan stopped completely this morning.
Chris P. — Original message — From: Karina A
Date: 11/19/20 1:26 PM (GMT-07:00)
To: [protected]@gmail.com
Cc: Customer Service
Subject: RE: [protected]@gmail.com wrote you a note via Olark

Good afternoon,

Thank you for reaching out to us. It looks like we would need to begin a warranty claim. Please provide me with the following information.

• Copy of the receipt/purchase email confirmation (REQUIRED. Must contain date of purchase, name of store purchased from, name of unit)
• Model number-located on a silver sticker on the back or bottom of the unit
• Serial number - serial number will start with a letter followed by a series of numbers and ending with a letter, located at the back or bottom of the unit.
• Video demonstrating issue

Once the warranty has been validated we can start the warranty claim. Please keep in mind, we will not be able to process a claim without a proof of purchase. Shipping fees may apply.

It has been a pleasure to assist you. Have a great day 😊

Thank you,
Karina A.

Customer Service Representative
Karina. [protected]@nuwavenow.com
Customer Service: [protected]*Fax: [protected] *M-F 7:30am to 4:30pm CST
NUWAVE, LLC * 560 Bunker Court, Vernon Hills, Illinois 60061
www.nuwavenow.com
www.nuwavebrio.com
www.nuwaveoven.com
www.alsetled.com — Original Message — From: Customer Service
Sent: Thursday, November 19, 2020 2:04 PM
To: Karina A
Subject: FW: [protected]@gmail.com wrote you a note via Olark — Original Message — From: Paulette C Puleio
Sent: Friday, November 13, 2020 5:26 PM
To: Chat
Subject: [protected]@gmail.com wrote you a note via Olark

I bought a NUWAVE BRAVO XL 1800-Watt Convection Oven on November 14th, 2019. Receipt available upon request.
It has been a great unit, but in the last week the convection fan has become very noisy. The fan appears to be spinning slower.
I appreciate you quick response.

Thank you.
Paulette Puleio — You received this message from a visitor while you were away.
Name: Paulette C Puleio
E-mail: [protected]@gmail.com
The visitor was on this page: https://www.nuwavenow.com/CS? ref_version=OFFER-CJ
The visitor was referred to your site from:, referred to your site by https://click.46-track.com/

I placed an order for TWO units 8/21. I paid extra for express processing because I live in CA and the sky was filled with smoke and ash. Plus I have dogs and suffer from mild asthma. Sounded like a great plan to own two of these air purifying units.
8/21 Order Placed via phone to TV infomercial phone number 8/22 Capital One Credit Card company emailed me to state there was a Pending Hold on a charge in the amount of $1329.72 8/22 Capital One texted me to ask if I had placed an order for $1329.72

I responded YES
8/23 Charge for $1329.72 appeared on my credit card statement. Not as a "HOLD" but as a "TRANSACTION" Absolutely ZERO communication from this unprofessional company. No email confirming my order. No email confirming shipment. No email confirming delivery. No product delivered.
10/19 12:06 pm PST: First Call: (877) 689-2838 Ref:Order #116089 Was told that my order was "On Hold due to the large amount of the order". Spent 10 minutes explaining that NUWAVE had processed and received my $1329.72 but that I had never received the product. I was finally transferred to the "Escalation" department. Was on hold for over 40 minutes. Phone was never answered.

12:45 pm PST Second Call: Complained that I had been on hold for 40 minutes and need resolution. I requested a full refund. It was annoyingly explained to me, yet again, that my order was "On Hold due to dollar amount of order" and that he would email me a form to authorize the payment AND he would give me $50.00 off for my inconvenience. I explained that there was no "HOLD" on my funds.
My cc statement reflected the payment. I demanded a full refund. He finally understood and stated that he would send me an email confirming the "refund to my card" within 20 minutes. He then told
me he was going to give me a confirmation number for my refund. He gave me my original order number! How can a refund request have the same confirmation number as the original order?!

2:23 pm PST THIRD CALL: Same stupid response. I explained the whole story, yet again, and asked why I hadn't received the promised email. He said that he could see that the order had been canceled. I requested an email confirming that I would be receiving a full refund. He then proceeded to tell me that I was calling the wrong phone number and no one in that department could email. He
suggested putting me through to the bogus "Escalation Department" that never answers the phone and probably doesn't even exist. I told him not to bother but he said the department was in the same building and he knew there were two people handling escalations. He put me on hold and came back two minutes later to tell me "I am so sorry, the department just closed". Seriously? At
2:30 in the afternoon California time?! Their operators are available to take calls for orders 24/7 but now that I want a full refund the hours are extremely limited with only two people handling calls/
complaints.

I am now waiting (apparently) for a call from a senior supervisor.
These business practices are suspect to say the least.