Complaint Review: Hearthware Inc

Ordered a NuWave PIC and NuWave Mini Oven online. I received a confirmation email on the order immediately after the order was placed. It had the following number to contact customer service at 855-742-2665. I wasn't aware of the high shipping and processing costs that came with ordering online ($153.84 for the items and $114.85 for shipping and processing). I immediately called the customer service number but got a recording that they are are open at 7AM CST M-F. I called the following morning at 7AM CST and spoke with Carlos. He said that the order wasn't in his system and to call back. I asked when to call back and he said after lunch. He said that he didn't have a way to check on the order. Fine, I called back after lunch and spoke with Geri and Teresa (supervisor). Both of them said that they see the order and would put in a cancel request but I had to call back after 24 hours to see if it got cancelled. They said that if it didn't get cancelled, I would be responsible for the shipping and processing charge after I returned the items. I told her that I should only have to call once that this customer service number was on the order confirmation that I received by email. I asked if they worked for Hearthware and they said yes. I asked them to transfer me to shipping and they would not do that. I was informed that the call was being recorded and I would again have to call back in 24 hours to see if the cancel request went through in time to stop the item from being shipped.

I located a number for Hearthware, Inc in Libertyville, IL at 800-229-2123 and the agent was very helpful. She said that the people I had been talking to are offsite and not employees of Hearthware, Inc and are in a callcenter. She cancelled the order for me and sent me a confirmation email. I asked to speak with a member of management with the company and am waiting for a callback.

I can't speak for the effectiveness of the product but the runaround has turned me off on this product and company.