BBB Alert: Hearthware and its NuWave Ovens

January 30, 2014

Better Business Serving Southern Arizona is alerting consumers about Chicago-based Hearthware, Inc. and its product the NuWave Oven, which is typically sold through infomercials.

In the past three years, 1,291 complaints from consumers in all 50 states- including consumers in Tucson- have been filed against this company with BBB. There have been 331 complaints in the past 12 months. A review of consumer complaints shows a pattern of allegations and complaints.  This company currently has an “F” rating with BBB.

The single largest number of complaints alleges that consumers were charged either for free products or with exorbitant shipping and processing fees associated with products they thought were free.

"This is a distinct pattern of complaints, which the company has not corrected,” said Kim States, BBB President. “In addition, other complaint topics include: faulty product, difficulty in returning or receiving a refund, misleading advertising practices, and difficulty in contacting the company with emails and phone calls unanswered."

To help avoid problems with purchasing products advertised through infomercials, BBB recommended consumers take these steps:

  • Avoid becoming caught up in an urgent sales pitch. Many times sellers use phrases like “for a limited time,” “order now before prices increase,” and “in short supply.” Take your time to consider the purchase.
  • Research the company and product. Go to to obtain the Business Review on the company and check its BBB rating.
  • Compare products and pricing. Search online to compare products and pricing from other manufacturers and sources.
  • Read and understand the fine print. Make sure you understand purchase and return policies, restocking fees and exchange options.
  • Review seller’s privacy policy. Will your name and other information be sold or used to solicit for other offers.
  • Obtain a delivery time. Request purchase confirmations and tracking numbers. Be suspicious if the business cannot supply this information.
  • Pay by credit card and retain receipts. This allows you to more easily dispute charges. Check your billing and financial statements regularly for only authorized transactions.

BBB also recommends buyers immediately notify sellers if items are disappointing, damaged or do not arrive as anticipated.

For more information about purchasing products and registering complaints, visit