Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 7, 2023, I paid an invoice for a repair of a Shark Robotic vacuum totaling $229.98. Upon return via mail I discovered that the machine still exhibited the same error behavior prior to mail off for repair. This issue went on for three attempted repairs.

  Business Response

  Date: 07/20/2023

  Hello,
  we first received the Shark AI RV2520A0US robot from ***************************** on 03/06/23. We repaired the device, tested it and sent it back to the customer on 03/16/23. A few days later, we received a complaint from a client that the robot was not working correctly again and the video as a proof of this. The client asked us to refund the money to him and offered to send the robot for spare parts. We declined the offer and demanded that the robot be sent to us for a warranty check and repair if needed. Finally, on 03/25/23, we received the robot for warranty repairs. We didn't find anything wrong with the robot in our shop.After numerous tests, the robot was sent back to the client on 04/14/23. On 04/19/23 we received the same complaint from a customer with a video as evidence. In this case, we offered the client to return his money and send the robot to us for research. But the client interrupted all negotiations with us,and we have not heard anything from him since 04/22/23.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company agreed to evaluate and repair my Robot Vacuum (Eufy L70 hybrid). They paid for shipping and asked for me to ship it directly to them. I packaged the item in a recycled amazon box with air cushioning and have a receipt from the post office for the drop-off and the weight (10lbs 12.8oz) (attached).After the package arrived, they wrote me an email on 10/22: Hello, we've got your package on 10/19/22 and opened it today. The weight of the package was much less than **** lbs you claimed for the label and there is no robot inside. There is just some red tissue in the box. The box wasn't open nor damaged when received. Please advise.I replied that this was impossible and requested a photograph of what they were speaking about (attached). Which seems to be some red cloth in a plastic bag.I have since provided them with the post-office receipt, opened a complaint with the ****** and they are still insinuating that I am using the postal service to defraud them. They never sign their emails with a person's name (just: Sincerely yours, SoCalRobotRepair Team) and when I requested a contact, they provided only a first name "Steeve."I want my robot vacuum returned to me or for them to be held accountable for the cost of the robot vacuum's current value to replace it with the same/similar model ($405 at the time of purchase in 2019, current cost new $280)Thank you for your time in this matter.

  Business Response

  Date: 10/31/2022

  Yes, the situation occurred. 

  Unfortunately, customer was very uncooperative and started immediately intimidate us with the police, felony claims, lawyers etc.

  We have always been in touch with the client and his attorney, but they have consistently refused to provide us with any of the information required by the **** in order to claim damages, such as proof of value, which would show the authorities the value of the lost item. They never provided any proof of the existence of the robot, such as user manual, serial number, etc.

  After the client's lawyer claimed via email that the robot belonged to him and was sent by him, which is completely contrary to the facts, we stopped communicating with them, simply said that we were ready to communicate only with the authorities, and filed a claim for attempted fraud. with ***************** **************************** (USPIS). The robot model listed in this complaint is different from the one the person asked us to repair in their request.

  We believe that we have encountered some kind of fraudulent scheme. We receive hundreds of boxes through **** and have never experienced a similar situation. Even if the box is broken or torn, **** carefully brings everything in, and nothing was lost with ****.