Report: #1023331

Complaint Review: Hearthware Inc.

  • Submitted: Mon, March 04, 2013
  • Updated: Thu, March 07, 2013
  • Reported By: Rose R. — Stonington Connecticut United States of America
  • Hearthware Inc.
    1795 Butterfield Road, Libertyville, IL 60048-1212
    Libertyville, Illinois
    United States of America

Hearthware Inc. Nuwave Infrared Oven Commercial said upgrade to next day shipping is free. 39.99/3 payments ended up being $220. Libertyville, Illinois

*UPDATE Employee: Hearthware assistance

*Consumer Comment: I used to sell these products

*UPDATE Employee: Order Help

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I saw a commercial for the nuwave oven. The commercial said it would be three payments of 39.99. Then they said if you purchase one you will get the second one free and if you upgrade, you will get shipping free for next day delivery. I talked with the operator about the other free things and she said could be added (which were a blender and a margarita maker) but I had to pay shipping and handling which I agreed to. However, they said for both it was 29.99, not each.

Later when I called back when I saw an outragous amout on my card. I called and they told me they charged me shipping and handling for every single item, including both ovens. In total I ended up paying over $200! I am horrified. She said they never give free shipping and that what the commercial says you can upgrade to express shipping without extra charge... that doesnt make sense. Everyone knows that express shipping is more expensive so, in end what were they charging me? 39.99 for the first oven and the second one was 29.99, plus 29.99 for the margarita maker and another 29.99 for the blender. This is dishonest, fraudulent, corruption and scam. I was not a loud to cancel and if I return the items I won't get my money back for shipping and handling.
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Updates & Rebuttals


#1 UPDATE Employee

Hearthware assistance

AUTHOR: Hearthware Alice - ()

Hearthware, Inc. strives to provide innovative new products to the public with the best possible offers.

Our agents are required to offer each item promoted in the infomercial. We produce and market high-quality accessories that make the use of our flagship products, the NuWave Oven and NuWave PIC more enjoyable and convenient. It must be noted that most of these accessories are available to consumers for just the cost
of S&P.

Hearthware employees conduct training sessions with each call center to provide agents with the product information needed to better serve the customer. At each session, agent suggestions and feedback are collected and factored into future marketing plans. Calls are recorded and monitored for the safety of the
customer to insure the offers are explained and executed properly.

We appreciate your concerns and will pass this information along to the appropriate team members for future reference.
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#2 Consumer Comment

I used to sell these products

AUTHOR: rmbongiovi - ()

I used to work in a call center that took calls for Nuwave's infomercials. The products are actually good. The selling campaigns are not. I am just taking a guess here that the complaint made here about free next day shipping was actually free 24 hour processing. 24 hour processing is not the same as next day shipping.
Nuwave has TOO MANY upsells on their scripts, WAY TOO MANY. People get excited when you offer and/or advertise to give them free stuff but Nuwave charges shipping on EVERYTHING! If it says buy one get one free remember shipping charges still apply. I've seen shipping as high as $69 almost $70 for an add-on that was advertised on the infomercial to be free. So is it really free? Who knows? Nuwave says it's free but they charge individual shipping on EVERYTHING!
It is a disservice to Hearthware, all the upsells, and all the shipping. What's sad is when someone would call to order and that someone just so happened to be an employee with USPS, FedEx, or UPS. Those folks knew what shipping costs were and would hang up because of the outrageous shipping charges.

Another disservice to the company is the 3rd party subscriptions that are offered at the end of a majority of calls. After a customer sits through all the upsells, all the individual shipping charges they are then "given the opportunity to try some really cool membership packages". Save your money folks and always say "NO". When the operator says "are you sure? I'll give you the cancellation number right now so you won't miss out on your free_____or 50 dollar walmart gift card?". Say no say no say NO!!! The 3rd party sales are just simply outrageous for Hearthware because of their shipping charges and long list of upsells.

I just want consumers to know that the Nuwave Oven and Nuwave PIC really do work and are good products, but all the add-ons and the telephone sales get outrageous and Nuwave needs to hire new marketing managers because sales agents HATE selling Nuwave products because a lot of consumers end up angry and cancelling over misleading, ambiguous, and vague information. Yes a lot of times the consumer is mistaken because he/she didn't pay attention to the infomercial but Hearthware needs to recognize this accidental ignorance, or perhaps they have and use it to sell sell sell!

Just FYI Hearthware. Your contracted call center in an unnamed city in Northwest Ohio is being run by people who have no regard for their employees. They are so scared to lose your business they resort to fear and intimidation tactics to get sales agents to be more forceful with consumers. Before I finally had enough of them Nuwave came to visit and boy did the management put on a show. We were told to show excitement in the product and that we were to be careful criticizing the selling campaigns. Someone asked "why" very innocently and one of the puke supervisors said "Do you want fired?". That isn't professional. Hearthware, get a new campaign and get a new call center. You'll be more successful.
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#3 UPDATE Employee

Order Help

AUTHOR: Hearthware Jeremy - (United States of America)

Hello, my name is Jeremy and I am the Social Media Coordinator for Hearthware, producers of the NuWave Oven. I am terribly sorry to hear about the miscommunication that occurred during your ordering process. I would like to clarify that we do clearly state in our infomercial and on our websites that each bonus item does carry a separate S&P charge. I would also like to clarify that our express shipping upgrade is indeed free of charge. None of the extra charges in your order were made as a result of your upgrade.

That being said, we will be happy to confirm whether or not this information was accurately presented to you when you placed your phone order. If you email me at with your complete order information, we will be able to find your order in our system and do our best to correct any inconsistencies.
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