Report: #1051707

Complaint Review: Hearthware

  • Submitted: Fri, May 17, 2013
  • Updated: Fri, May 17, 2013
  • Reported By: Eric — Dist of Columbia
  • Hearthware
    1795 Butterfield Road,
    Libertyville, Illinois

Hearthware Defective Dome - Cracks within 2-3 months - Company aware and redesigned but will not replace Libertyville Illinois

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The Nu-Wave Pro Oven, manufactured by Hearthwave, was sold with a "dome" that was incorrectly designed or manufactured for several years. Under normal usage, the dome develops cracks from the heat of the oven and the unit becomes unusable. We have replaced the dome (at our expense) twice already. They now sell a new "Power Dome" that is supposed to withstand the temperature of the oven (i.e., is properly designed for its intended use). However, they wish to bill us the full amount - $49.99 plus S&H, totaling over $62, when the original oven cost $129.

This new dome addresses what should be covered under a manufacturing recall, as the previous domes were subject to cracking and potentially leaching chemicals into the cooked food. Evidence of this problem is widely available across the internet. Nu-Wave has on file multiple calls from us as well as two charges for replacement domes (we used the cracked domes as long as we could just to try to limit our expense). [continued below]....

..... Each time we called previously to get replacement domes, we were told the new dome we were getting "would not have the same issue," but obviously they did. Most recently we called Customer Service on April 22 and April 23, each time requested a callback from a supervisor, but our calls were not returned. In fact on April 22, the CSR instead transferred our call - without permission - to attempt to cross-sell a cruise on Royal Caribbean.

As I previously indicated, I took proper care of the domes that I've already had to replace, and they still cracked. This same complaint is very common and as admitted by the company, they have now redesigned a dome that is built to withstand the temperatures reached during cooking (i.e., is built to serve the intended purpose). Therefore, I agree with the company that they are responsible and should replace the improperly designed and defective domes originally supplied with the one they are now "offering" at $49.95 +$13.95 S&H, which is by the way about 50% of the original purchase price of my unit. As I have already had to replace the dome multiple times, and been charged each time to replace an obviously incorrectly-designed dome, I ask that the company honor my original request and send me the replacement power dome free of charge.

As I stated previously, we have already replaced the improperly-designed dome twice... each time the cracks appeared within 6-9 months (within the warranty period) however we limped along as best we could, trying to make the best of it as we were getting charged each time to replace the defective dome. It is clear that Hearthware has recognized this and redesigned a new dome as a result. The following link is just one site listing over 300 complaints about the product with many comments focused on the defective dome:

(((link redacted)))

378 complaints (not including mine... but I can add mine to that count) with total claimed losses of $23,637. And that is just of those that filed complaints on ONE website. There are MANY others.

I understand the warranty for the original equipment has expired. If I were complaining now about the original cooking unit/power hood, metal racks, base, etc. - I would be in agreement and understand it was my responsibility. However, we have already replaced the dome multiple times - at our expense - and it was not until recently that a dome that is actually suited for the purpose (designed to withstand the temperatures of the oven) has been available. 

I posted a review at "" and a "rep" from the social media division asked me to send an email to "" which I did - but they have not responded and have since removed their original response. This is shockingly bad service and I believe the transfer of the call for cross-selling purposes may violate Privacy Law.

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This report was posted on Ripoff Report on 05/17/2013 11:36 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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