This Business is not BBB Accredited
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Hearthware, Inc is not BBB Accredited.
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
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||374|
|Billing / Collection Issues||84|
|Guarantee / Warranty Issues||40|
|Problems with Product / Service||542|
|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.
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.
Type of Entity
Incorporated: December 1997, IL
Contact InformationJanet Delaney (Sales) John Stewart (Sales)
Cooking Utensils, Appliances - Small - Wholesale & Manufacturers, Television Home Shopping, Ranges & Ovens - Wholesale & Manufacturers