CHARLOTTE COUNTY, Fla. - Betty Albertsen says when her NuWave cooktop arrived on her doorstep, the first thing she did was read the instructions. Then she picked up the phone to try to return the product because she couldn't use it!
Betty has a pacemaker and she says when she placed her order for the NuWave2 over the phone, no one told her she wouldn't be able to use the cooktop because of her pacemaker. The directions however, stated that people with pacemakers should stand at least two feet from the product, while it's in use.
When she called about getting a refund she says the company would not give her nearly $90 in shipping fees back. Plus she'd have to spend her own money to get the product back to the company.
"I would have been out $180 with nothing to show for it," she told us.
When the company wouldn't budge, Betty turned to WINK News Call for Action for help.
"I told my son, I'm calling WINK-TV to see what they can do for us," she recalled.
Our Call for Action investigative team contacted the maker of the NuWave2. When we told them Betty claimed she was never told people with pacemakers shouldn't use the device, they said they would look into the situation. That was on a Thursday.
Four days later, someone from the company called Betty to say she'd get all her money back along with a pre-paid shipping label so her cost to return the product would be covered as well.
Betty told us she received her pre-paid shipping label on Monday.
Someone from the NuWave company told us over the phone that their employees should mention that people with pacemakers should not use the NuWave. They said it's in their script that operators use. We also found a mention about pacemakers on the company's website.
Regardless, NuWave resolved the problem and sent us this statement:
"We have reached out to Ms. Albertsen, and this matter has been resolved to her satisfaction. She'll be receiving a full refund once the product is returned (a return label has been sent)."