BBB Logo

Better Business Bureau ®
Start With Trust®
In Chicago and Northern Illinois

BBB Business Review

Is this your Business?

This Business is not BBB Accredited

Hearthware, Inc

Find a Location

Phone: (888) 689-2831Fax: (847) 775-8131View Additional Phone Numbers1795 Butterfield Rd. Ste A, LibertyvilleIL 60048-1227 Send email to Hearthware, Inchttp://www.mynuwaveoven.comView Additional Web Addresses

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

Hearthware, Inc is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Find a Location

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered Hearthware, Inc's rating include:

  • 25 complaints filed against business that were not resolved.
  • Advertising issue(s) found by BBB.
  • Length of time business has taken to resolve complaint(s).

Customer Complaints SummaryRead complaint details

1321 complaints closed with BBB in last 3 years | 218 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues374
Billing / Collection Issues84
Delivery Issues281
Guarantee / Warranty Issues40
Problems with Product / Service542
Total Closed Complaints 1321

Additional Complaint Information

A review conducted on January 10, 2014 of consumer complaints filed with the BBB of Chicago & Northern Illinois against Hearthware, Inc. delineates a pattern of consumer allegations.

In their complaints, consumers allege that the customer was charged either for free products or in exorbitant shipping and processing fees associated with product they thought was free. Consumers allege that television infomercials and/or phone sales representatives misled them into believing they had to pay standard shipping and processing for these "free gifts," only to find that shipping on these items was exorbitant, sometimes exceeding the value of the gifts, themselves.

Moreover, multiple complaints allege that consumers were unable to get the company to honor the warranties issued on its products. Multiple consumers cited cracked domes months into first using their NuWave. Eighteen complaints allege that consumers canceled their order with Hearthware, Inc., and were still charged in full for their orders. Multiple consumers with canceled orders also allege that they never received the merchandise for which they were charged. Seventeen complaints allege that consumers received a product that did not work as advertised. Eleven complaints allege that consumers were never shipped the product that they ordered and for which they were charged.

UPDATE:

On January 31, 2014, Hearthware, Inc informed the BBB of the following procedures they plan on putting in place:

Hearthware will stop advertising the second Precision Induction Cooktops and the cookware package as being offered for "free" and will produce and disseminate new television infomercials for the Precision Induction Cooktops that will refrain from the use of the word "free"

Hearthware will also be setting its shipping and processing charges (for individual items purchased and in total) within industry norms, and such charges will be reasonable in relationship to the estimated actual cost incurred.

Hearthware is in the process of evaluating involvement of a third-party agency to help address customer service-related matters with BBB complainants as well.

Additional Information

top
BBB file opened: 11/04/2004Business started: 12/01/1997
Type of Entity

Corporation

Incorporated: December 1997, IL

Contact Information
Janet Delaney (Sales) John Stewart (Sales)
Business Category

Cooking Utensils, Appliances - Small - Wholesale & Manufacturers, Television Home Shopping, Ranges & Ovens - Wholesale & Manufacturers

Alternate Business Names
Hearthware Home Products, NuWave Oven, Precision Induction Cooktop, IBC-Hearthware, Inc.
Industry Tips
Contracts
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.