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:06/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased the iRobot Roomba i3 + EVO (3550) Robot vacuum and Brava Jet m6 (6113) from ****** on December 2024. I started experiencing problems with the vacuum robot on April 2025 and I contacted the customer service department and filed an electronic complaint and I was able to engage with email communications with Hris G. (product support associate). My vacuum cleaner's brush stopped working and the vacuum's base kept giving me an error indicating that the bag was full even though it was completely empty. I changed bags and still got the same message. Hris confirmed that the was going to send me a replacement vacuum cleaner and base but at that time they did not had any of those vacuums and bases available. He asked me to wait a few weeks until they had them back in inventory. I was told that the replacement vacuum and base was shipped on 5.31.2025. I followed up via email and was given the runaround. I asked to escalate my issue to the supervisor/manager since it had been two months since I initiated the claim. Yarlleth (supervisor) then engaged in the email thread and I asked him/her to call me. No call was made. They asked for proof of purchase and I emailed them the invoice from ******. Then I was informed via email that they were going to send me the replacement items (although they had already told me that they had been shipped on 5.31.2025) and they asked for my physical address. Later on I received an email stating that they were only going to be sending me the base and to send them my physical address.I asked if they could reimburse me for my purchase and I would happily send them the products but they declined this because I purchased the items through *******I insisted for them to call me and they have not done so and I do not know what else I need to do. All I want is for them to either reimburse me or send me a new vacuum and base since both of those items are malfunctioning and under their warranty.

  

  Business Response

  Date: 07/09/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We'd like to extend to you an apology for the inconveniences you have faced with the robot and base, and appreciate your patience throughout this process.
  
  I wanted to inform you that we have issued order #******** under Support case #******** for a replacement Roomba j6. We are committed to resolving this matter and ensuring your satisfaction with our products.
  
  If you need any further assistance or have additional questions, please do not hesitate to contact our Support team. We are here to help and ensure you receive the support you need.
  
  Thank you once again for your patience and understanding.
  
  Best regards,

  iRobot ************** Corporate

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair 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.

  BBB,I am filing this complaint against iRobot due to their repeated failure to honor their product guarantee, provide adequate customer service, and deliver a functional replacement for my Roomba J7, resulting in months of frustration, wasted time, and unresolved issues.On March 20, 2025, I contacted iRobot via X to report that my Roomba J7 had run over cat ****, despite their explicit guarantee that it avoids such incidents. As the J7 was out of stock, iRobot sent me a Roomba J9+ as a replacement. However, this unit was defective, sending approximately five error messages daily. When I reported these problems, iRobot acknowledged a "known software issue" but offered no resolution, leaving me with a malfunctioning device.I repeatedly requested an upgrade to a Roomba combo mop and vacuum unit to compensate for the ongoing issues, but iRobot ignored these requests. From May 4, 2025, to June 19, 2025, I engaged in exhaustive communicationhundreds of emails and countless hoursTo my dismay, when I unboxed the replacement today, June 19, 2025, I discovered it was downgraded to a Roomba J7contrary to iRobots guarantee and my expectations for a comparable or upgraded unit. Furthermore, this J7 arrived incomplete, missing critical components: the battery and dust bin. This forces me to contact iRobot yet again to resolve issues they should have addressed months ago.iRobots pattern of delivering defective products, ignoring reasonable requests for an upgraded combo unit, and providing inadequate customer support is unacceptable. Their delays, lack of accountability, and failure to honor their guarantee have caused significant inconvenience and financial loss.I demand that iRobot provide an immediate upgrade to a fully functional Roomba combo mop and vacuum unit, as originally requested, or I will pursue arbitration to resolve this matter. I expect a prompt response and a resolution that reflects the severity of iRobots failures.

  

  Business Response

  Date: 06/24/2025

  Dear Jonathan,
  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the series of inconveniences and frustrations you've experienced with your iRobot products and our customer service.
  
  We greatly appreciate your patience throughout this challenging process. Your detailed account of the issues you've faced, from the initial incident with your Roomba J7 to the recent delivery of a unit with non-compatible battery, has been thoroughly reviewed by our team.
  
  We want to assure you that we take your concerns very seriously. The product issues, communication gaps, and unmet expectations you've described are not representative of the quality and service we strive to provide to our customers. In your support case 10736957 you have mentioned that you have provided some pictures multiple times before our Safety team started handling your case. We have no records of these details having been provided to our support team, as it seems you're using multiple means to contact us, including (and possibly not limited to) [email protected] and [email protected]. Please know that our team does not have the ability to consolidate multiple interactions from differents sources and we recommend that (if need be), in the future you aim to contact us using the same contact info.
  
  In response to your complaint, we have immediately escalated your case to our senior customer resolution team. They are currently reviewing all aspects of your experience and working on a comprehensive solution that addresses each point you've raised.
  
  You can expect an email from this specialized team today. They will provide you with a detailed resolution plan, which will include addressing your request for an upgrade to a fully functional Roomba combo mop and vacuum unit.
  
  Once again, we sincerely apologize for the inconvenience and disappointment you've experienced. We are committed to resolving this matter to your satisfaction and rebuilding your trust in iRobot.
  
  If you have any immediate questions or concerns before receiving the email from our resolution team, please don't hesitate to reach out.
  
  Best regards,
  
  iRobot Customer Care, Corporate

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23499819. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have submitted pictures through x (formally Twitter) as theyve requested. And emailed photos of the robot through nothing emails. You have no excuse to not have them. I demand a combo unit upgrade brand new

   

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Jonathan

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/25/2025

  Hello Jonathan,
  
  Thank you for reaching out and providing the necessary photos of your robot to our Social Media team. I apologize for any confusion regarding the submission process. Please understand that our official Tech Support channel is separate from social media platforms, which is why we had no access to your previuosly submitted material.
  
  Regarding your request for a combo unit upgrade, I am pleased to inform you that based on our inventory and your warranty status, our Support team is able to offer you a brand new Roomba Combo j8 enhanced (please refer to Support case #10736957). This model, currently priced at $699.00, is indeed an upgrade from your original purchase of a refurbished Roomba j7+ with Self-Emptying for $250 from Walmart.
  
  Looking forward to your positive response. If you have any further questions or need assistance, please feel free to contact our support team through our official channels.
  
  Thank you for your understanding and patience.
  
  Best regards,

  iRobot Customer Care, Corporate

• Initial Complaint

  Date:06/18/2025

  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.

  I purchased two iRobot vacuum models in December of 2024, one from iRobot website (serial number *********************, price $649.49) and another from Best Buy (serial number *********************, price $388.62). They were both entered into the iRobot app system and registered. The operation of both of the units has been inconsistent at best. Until recently I have been able to regain operation of the units when not working by using the trouble shooting tips on the app. Recently both units completely quit working and none of the operational tips worked to restore operation, I first attempted to contact support by phone and had to schedule a call back which I never received. Today I again contacted the company via online chat, I spent about an hour and a half on chat with a iRobot representative (******** M), attempting to resolve the issues with both units to no avail. The representative then advised that I would need replacement products for the still under warranty units, he however at this point advised he did not have the replacement units in stock. I asked the representative how I would get confirmation that I would be getting replacement vacuums when in stock and he would not confirm if or when I could expect to get them, I requested upgraded models if they could not fix or replace mine and was told this was not possible, I then requested a refund and was told this also was not possible. I asked the representative for a email confirmation that I had contacted them and that I would be receiving replacement models of my devices when available and he did not agree to the email and ended the chat. At this point I have two non operational iRobot vacuums at a total cost of over $1000 that are still under warranty with only 6 months of use that the company is unable to replace and has no idea when they will be able to replace and refuses to refund the purchase.

  

  Business Response

  Date: 06/24/2025

  Dear ******,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address the issues you've experienced with your two iRobot Roomba units.
  
  We want to assure you that your case is important to us and is being actively managed through our customer support channels under Case Number ********. As communicated in our recent email response to you, we understand that both of your Roomba units are not functioning properly and require replacement under warranty.
  
  To recap our previous communication:
  
  1. We've offered to upgrade your units to our latest Roomba Combo models, which combine both vacuum and mopping capabilities, as a solution to the unavailability of J series replacements.
  
  2. To proceed with this replacement, we require the following from you:
     - Verification of your current shipping address
     - Confirmation of your phone number for delivery purposes
     - Proof of purchase for the Roomba unit bought through eBay
     - Your agreement to the replacement with the upgraded Roomba Combo version
  
  We kindly ask that you respond to our previous email with this information, referencing Case Number ********. This will allow us to expedite the replacement process and resolve your concerns as quickly as possible.
  
  We sincerely apologize for the inconvenience you've experienced and want to assure you that we are committed to providing a satisfactory resolution. If you have any questions about the offered upgrade or need any clarification, please don't hesitate to reach out to us through the existing support case.
  
  Thank you for your patience and for being a valued iRobot customer. We look forward to resolving this matter to your satisfaction.
  
  Best regards,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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.

  I have purchased a newer robot and have nothing but problems since. It is extremely time consuming to get help with it. They just replaced it about 4 months ago and I am still having the same problems. The robot gets stuck in the same places every time it vacuums. It always loses connection with WiFi even though nothing changes. The system is a complete joke. It doesnt vacuum up dog hair and it is supposed to run every other day. But doesnt run unless I click the button 10 times. Terrible product and a waste of money. I just want a vacuum that works and for 800 bucks it should work properly.

  

  Business Response

  Date: 06/23/2025

  Hello *****,

  Thank you for contacting us regarding the issues you're experiencing with your iRobot device. To provide you with the most accurate and efficient support, we need to clarify some information. Could you please provide the following details:
  - Model number:
  - Serial number:
  - Order date and number:
  Additionally, we've noticed some discrepancies in our records that we'd like to address:
  Replacement History: You mentioned that your robot was replaced 4 months ago. However, our most recent warranty record dates back to December 2014. Could you please confirm:
  - The exact date of the recent replacement
  - The model of the replacement robot. 

  Purchase Information: You indicated a purchase price of $800. Our records show an order for $583.19 from June 2024 (Order number: US01291264). Could you please:

  - Confirm if there was an additional purchase
  - Provide any relevant order numbers or receipts
  Let us know if this might be a different transaction. Your assistance in clarifying these details will greatly enhance our ability to understand your situation and provide the most appropriate support.
  We appreciate your patience and cooperation. Our team is committed to resolving any issues you're experiencing with your iRobot device.

  Best regards,
  

  iRobot Customer Care, Corporate

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as answered. 
  

  Per your past email I have determined that you are able to see the information regarding the June 2024 robot purchased.  The robot retailed for 800 dollars but I paid ****** for this machine. This original purchased robot was replaced under warranty for the robot not functioning properly, see your call center for additional information and dates. But it was about 4 months ago. This robot was replaced and I am having the same issue. Your customer service has been 0 help. And only offered to replace the base which was having issues. But the lady refused to assist in helping me with a roughly four month old robot. The robot is not what I signed up for. To constantly troubleshoot, constantly disconnect from WiFi with no internet changes. Im not sure why you need this extra information when you clearly can see what robot I am talking about but are intentionally making it difficult to get assistance. The information is in front of you. Roomba J9. Please respond with assistance with this malfunctioning robot, and use your system to find the exact dates you are needing to find. Thats the point of that system correct? To keep records and dates? Please respond with something useful and fix or replace the robot vacuum with a properly functioning one. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacob

   

   

  

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  Thank you for your continued communication and for providing additional details regarding your Roomba J9. We understand your frustration, and want to ensure we're addressing your concerns accurately and efficiently.
  
  Per our last message, due to discrepancies in the information we have on file, we needed to corroborate that we are looking at the correct account, product, and issue. This helps us provide the most effective assistance possible.
  
  Assuming you are referring to the Roomba J9 with the serial number *********************, we have reviewed the logs and noticed that the robot often operates outside of WiFi coverage. To better assist you, could you please provide details about your WiFi setup? Specifically:
  - Are there any WiFi repeaters or extenders in use?
  - Does the robot need to travel to rooms that are farther than 150 feet indoors (the standard reach of a 2.4 GHz band, or 75 feet with 5G)?

  Regarding the scheduling issues, please confirm that the following basic troubleshooting steps have been completed:
  - Removing the robot from the app and re-provisioning it
  - Uninstalling and reinstalling the app
  - Testing with a mobile hotspot
  - Using a different device to control the robot

  Ensuring the behavior remains the same (e.g., unable to send the robot to specific rooms, unable to create a cleaning schedule).

  As for the base, we've identified some issues related to the "bag not detected" error. However, the last three missions have reported successful emptying jobs. We'd appreciate your help with continuing to send the robot to clean and monitoring the self-emptying task, and let us know if the error were to reappear.
  
  We appreciate your patience and cooperation as we work to resolve these issues. Your feedback is invaluable in helping us improve our products and services.
  
  Thank you for your understanding and for being a valued iRobot customer. We look forward to your response and to providing a satisfactory resolution.
  
  Best regards,

  iRobot ************** Corporate

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as answered. 
  

  the J9 is correct like I stated. I have called and a replacement base is supposed to be sent to me to fix the issue. But I bet the rep ***** fulfill the request. The base is about 35 feet from the router which it is connected to. The base station and robot does not function as it is supposed to. The app has been reinstalled on my phone and it hasnt worked. I do not understand why there are so many errors yet the other robot I have works just fine and has for years. This one cant even make it a month without being a problem. Its faulty as Ive described. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacob

   

   

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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.

  I purchased this unit in January as a Christmas gift for my wife for our second home. Unfortunately, were experiencing the same issues we had with the same model at our primary residence (**************************************************************).After replacing that previous unit with the 505 model, which has performed flawlessly, weve had no further problems. With this current unit, despite cleaning the bin, rollers, and filters, it still fails to operate properly.Given that Ive experienced the exact same recurring issue with two units of the same model, its clear this is a manufacturing ********* this point, Im formally requesting that this unit be replaced with the 505 model. In the past, I had to go through the Better Business Bureau to resolve this, and Im hoping to avoid that again.Please let me know if you are willing to replace this unit with the 505. Im confident this is the only solution to prevent further issues.

  

  Business Response

  Date: 06/19/2025

  Hello again Joseph,

  Thank you for your reaching out and letting us know about the issues with your Combo j9+ and your desire to replace with a new Roomba 505.

  As our team explained a few days ago in Support case #10854484, when in face of an issue with your robot, we must address the problem according to our guidelines and troubleshoot first, and replace afterwards should the issue persist. We see that you have already been issued a replacement order (#08601860), bypassing the troubleshooting steps, we hope this helps with resolving your concerns.

  Please bear in mind that this is an exception that we've made in your case, and not standard practice, should a new issue arise with any of your current robots, we need to observe the troubleshooting > replacing process, thank you in advance for your understanding.

  Best regards,

  iRobot Customer Care, Corporate
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchase an iRobot Roomba in December of last year. It will no longer automatically empty the bin and get an error code and will not vacuum. I sent it to iRobot for repair and their response is, "The evac is evacuating properly, it will error out with clogged detected, this is normal for this clean base". The unit is still under warranty and they are telling me that is is normal for it to get an error code that will not clear and therefore will not vacuum.

  

  Business Response

  Date: 06/11/2025

  Dear ***,

  Thank you for bringing your concerns to our attention through the BBB complaint #********. We sincerely apologize for any inconvenience this situation has caused you.

  We wanted to make sure you're aware that our Technical Support team has reached out to you with two different replacement options:
  Support Ticket #********: for a Combo J7 replacement, 
  Support Ticket #********: for the Roomba j8 replacement.

  To move forward with your preferred option, simply reply to the corresponding support ticket email, and we'll process your replacement right away. We want to make this as easy as possible for you.

  We appreciate your patience and look forward to getting this resolved for you quickly. If you have any questions about either option, please don't hesitate to ask.

  Best regards, 

  iRobot ************** Corporate

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair 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.

  I purchased a Roomba S9 Serial Number ************************ after 3 years it stopped working. I've contacted the company and asked for a repair or replacement and all they will offer is a $100 rebate on a new vacuum. I find this offer unacceptable as a $600 vacuum should have a lifespan of more than 3 years. I am asking for a replacement or repair.

  

  Business Response

  Date: 06/06/2025

  Dear *********,

  Thank you for reaching out. We're sorry to hear about the issues with your Roomba s9, that's not the experience we'd like for any of our customers.

  Wow, three years with your S9! That's quite a journey together, and we hope it's served you well during this time. Our Roombas are real workhorses, tackling dirt and debris day after day. Their lifespan can vary quite a bit depending on factors like home size, cleaning frequency, floor types, and maintenance routines - much like any hardworking appliance!

  Speaking of cleaning technology, have you seen our latest innovation? We've made some incredible advances since your S9 was manufactured, and I think you'll be genuinely excited about what our newest Roomba Plus 505 Combo can do:
  Significantly more suction power than the S9
  Advanced LiDAR navigation PLUS front-facing camera for superior obstacle avoidance
  Brand new mopping capability (yes, it vacuums AND mops!)
  Automatic mop cleaning and water tank refills
  Longer runtime between charges

  Here's the exciting part: we can help you upgrade to this newer technology! We offer a trade-in program where you can send in your non-functioning S9 and receive a post-purchase credit toward your new robot. This would be in addition to the $100 rebate already offered.
  Would you like to learn more about the 505 Combo and how our trade-in program could work for you? We'd love to help you experience the latest in robot cleaning technology!

  Best regards,

  iRobot *************** Corporate

  P.S. The mopping feature is a game-changer - many of our S9 customers who've upgraded say they wish they'd done it sooner!

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for rejection, your complaint will be closed as Answered.]

  Again, I find this to be an unacceptable resolution. 3 years!! A workhorse!!!  I think not. I am the only person living in my home. No pets!!  So my Roomba only did everyday cleaning nothing out of the ordinary. So you want me to spend another $600 for 3 years of cleaning that is a cost of $200 a year!!!!

  I am requesting either a refund, repair or a replacement. 

  Thank you

  ********* ******

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 06/11/2025

  Hello *********,
  
  We appreciate you sharing more details about your situation. A clean home is important, and it's clear that your s9 has aided you fulfilling that task.
  
  While I hear your concerns about the lifespan, I'd like to revisit our trade-in offer, which I believe provides significant value:
  1. Your current ******, despite being out of warranty for 2 years, still has value. We'll apply this as credit towards a new unit.
  2. The Roomba Plus 505 Combo represents our newest innovations, offering improved cleaning performance and features.
  3. We currently have a $200 sale on this model, further reducing your out-of-pocket cost.
  4. Your new Roomba will come with a new Warranty term, providing peace of mind for any issues for the first years after purchase.
  5. With improved efficiency and the latest features, the new model could provide even better value over time.

  This offer allows you to upgrade to our latest technology at a significantly reduced cost, while also ensuring you have warranty coverage moving forward.
  
  I know this might not be exactly what you were hoping for, but I believe it's the best solution we can offer to address your concerns while providing you with a superior cleaning experience.
  
  Hoping for a positive response from you about this trade-in option, we're here to assist you with the transition.
  
  Best regards,

  iRobot ************** Corporate

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

  Again, I do not accept this offer!!  As previously stated, I would like either a full refund, replacement or repair. You say my vacuum is a workhorse. If this is the case it should have lasted more than 3 years. 

  ********* ******

   

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have purchased 3 iRobots for my home. None of them worked properly. I sent both of the first two back and they were replaced. Not long after receiving them back, they quit functioning again. When they released their newest version, over $1,400 for it, I bought it. The experience has been the exact same as the previous two. On the newest one, purchased last July, this iRobot malfunctioned too. I went through all of their trouble shooting and had to send back for a new one. After waiting a month, I get the new one back. It has done the exact same thing as the last one. The problem is identical, there is a design problem or an engineering problem. It is clear that there is nothing else they can offer me other than my money back. I bought this product in good faith and expected to work. The company lied about the product wantonly disregarding my rights as a consumer. I do not want any more replacements.

  

  Business Response

  Date: 06/06/2025

  Dear *******,

  We've carefully reviewed your feedback regarding your experiences with our products. We sincerely apologize for the persistent issues you've faced with multiple units, including our premium Combo j9+ model. Your frustration is entirely understandable, and we appreciate your patience throughout this process.

  While we understand your reluctance towards another replacement, we'd like to propose a solution that we believe could significantly improve your experience:
  We offer to replace your Combo j9+ with our newest model, the Roomba Plus 505 Combo with AutoEmpty. This model offers several advantages:
  - Improved navigation: The Plus 505 uses PrecisionVision Navigation to identify and avoid obstacles more effectively.
  - Enhanced cleaning performance: With 30x the suction power* and a wider brush roll, it provides more thorough cleaning.
  - Simplified maintenance: The AutoWash station automatically cleans the mop pad, reducing manual intervention.
  - Longer runtime: Up to 180 minutes of runtime, compared to the j9+'s 120 minutes.
  (*Compared to Roomba 600 series)

  We believe these features could address some of the issues you've experienced with previous models. If you're willing to give this a try, we'll provide this replacement at no cost to you. We understand and acknowledge your preference for a refund, however, a return/refund is a process no longer available or physically doable within our systems.

  Looking forward to your positive response on the replacement.

  Sincerely, 

  iRobot ************** Corporate

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:05/27/2025

  Type:Delivery 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.

  Ordered Roomba Combo 10 Max robot + AutoWash dock on March 29, 2025. *** tracking number 1Z19F1V80305997085. Shipment was never delivered. I contacted the company by phone several times, starting on May 11. A claim has been issued to the sender for your package was made on that day. They refused to replace or refund.asked me to wait a lot longer than the 8 business days that is normal. Repeat calls did nothing. They suggested that I call **** but I am not the sender who opened the claim, so could no do so. There was no reply for over two weeks. I opened a dispute with ************************ on May 11th. They did not respond within the time period, so I escalated for ****** to intervene on May 24th. I then received two e-mails asking me to cancel my complaint before they would work with me. This is unusual, and would ruin my claim if they did not comply as promised. I will not close my complaint until I am satisfied. Such a request is not appropriate or acceptable.

  

  Business Response

  Date: 05/28/2025

  Dear ******,

  Thank you for your message and detailed explanation of the situation at hand, this is not the experience we'd like for any of our customers.

  We share your desire to resolve this situation and, would like to take a moment to explain how chargebacks work and why they affect our ability to process a replacement for you.

  When a chargeback is filed with a financial institution (in this case, ******** it automatically triggers several security protocols:
  1. The transaction is flagged in our system as "Disputed
  2. A system-wide block is automatically placed on the order
  3. All automated and manual shipping functions are disabled
  4. This is a standard industry practice to prevent duplicate resolutions (both a replacement and a refund)

  Think of it like trying to deposit the same check twice at a bank - the system has safeguards to prevent multiple forms of compensation for the same transaction. These safeguards cannot be overridden by our customer service team, as they're part of our fraud prevention measures.

  To move forward with a replacement, we need:
  1. The chargeback to be withdrawn first
  2. Confirmation from ****** that the dispute is closed
  3. The system block to be automatically lifted, this is the tricky bit, since financial institutions run these processes in cycles. 
  Right this moment, our Financial team has not received notificacion from ****** about the claim. This, altogether, means that the sooner the chargeback is cancelled, the sooner we'll be able to re-ship the missing robot.

  We absolutely want to send your replacement, but we're technically unable to process this while the chargeback is active. This isn't a matter of unwillingness, but rather a system limitation designed to protect both customers and merchants. There has never been lack of will to help you, starting with the *** situation, where we're also bound to allow an ongoing investigation to run its course, and thus the delay. When it comes to matters as such, we also have little control of how packages are handled by a courier, and are bound to their policies when issues like the present one occur.

  If you'd prefer to proceed with the ****** dispute, we understand. However, please know that this will prevent us from being able to send a replacement robot, as the system will process this as a refund instead.

  We're happy to provide the replacement as soon as the chargeback is withdrawn and sanctioned by our Financial team. The choice is entirely yours, and we'll support whichever resolution path you prefer.

  Please let us know how you'd like to proceed, and we'll be happy to assist you accordingly.

  Best regards, 

  iRobot ************** Corporate

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Customer Answer

  Date: 05/29/2025

  The ***************** at ****** is not a CHARGEBACK. It is an  arbitration option I have, as a consumer, that I am advised to never surrender until I am satisfied.I am not satisfied! I can get a chargeback,  if ****** finds in my favor. I must provide evidence. If you do (and should) comply to the mediation provided by the Paypal *****************, proof or reshipment would satisfy my complaint and no chargeback will be issued. There is no chance of double charge by using the *****************. There has been zero compliance on the seller's part to address the ***************** complaint. It is a valid protection for the buyer, and I refuse to surrender this right. This is not a dual option of I cancel my complaint or I do not. There is a third option, on the part of the seller, to actually do something to fix the issue. I asked for a replacement or a refund for two months before submitting a complaint to the Paypal *****************, and felt like it was last resort to hold the seller *************** have until  June 3, 2025 to answer the complaint, or a chargeback can be issued. Lack of action on the seller's part would then make a chargeback my only option. The transaction ID is *****************. 
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/03/2025

  Hello ******,

  We understand how frustrating this situation must be for you, and we want to personally help clarify what's happening with your case.

  We've carefully reviewed your order (#US01770469) and the transaction (ID: *********************************** you mentioned. Here's where we seem to have a bit of a mix-up: While you're working through ******'s ****************** our system is actually showing an active chargeback from your payment method issuer. This chargeback was filed under code 4855, which means "Merchandise Not Received."

  We know this might sound like technical jargon, but it's important because it means that there is a formal dispute process started on your behalf. Think of it like having two different help desks trying to solve the same problem - it can actually make things more complicated rather than helping. Right now, the best path forward is to let the current chargeback process run its course. We realize this might not be what you were hoping to hear, but we want to be completely honest with you about where things stand and why we can't take action through ******'s ***************** at this time.

  If you feel there might be some confusion about how this dispute was filed, we'd encourage you to reach out to ******. They can confirm the status of your transaction and make sure everything is being handled the way you intended.

  We truly appreciate your patience with this process, and we want you to know that we're committed to seeing this through to a proper resolution, even if we have to follow specific procedures to get there.

  Please don't hesitate to reach out if you have any other questions. We're here to help make this as clear and straightforward as possible for you.

  Warm regards,

  iRobot ************** Corporate

  Customer Answer

  Date: 06/08/2025

  Let's be clear. You did nothing to resolve this issue. There has been no action on your part to correct this issue. I had to claim my legal rights with the ************************* though you asked me (repeatedly) to surrender that right. That process ended on the 4th. Your message was sent AFTER mediation closed, so there is really no choice in the matter. ************************ is still deliberating, but will most likely force you to give a refund because my purchase is protected by that process. 

  My complaint against you still stands. You never offered a refund or a replacement before I opened a dispute. There was no fair offer to do do after, as having surrendering my rights is not acceptable or legal. The machine purchased was returned to you and resold, as the Serial No: ********************* got registered to the new owner. Between rising prices and me using earned discounts, me re-buying what was lost would cost me twice what I paid. You did not offer to price match my original purchase. None of these issues has been addressed by you. 

   

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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.

  I ordered the irobot Dec 6 ******* never worked properly.I reached on 1/27/25 in an attempt to fix it.2/2/25 i still had no response so I reached out again 2/2/25 They told me theyd be sending me a new "cleaning Head MOdule" because it needs to be ***laced 2/26/25 I never received the part and told them as much 2/28/25 they told me that the cleaning head module is out of stock and they'd send me a new robot, with no battery. I was to take the old battery and put it in the new robot.4/2/25 was the first time I was near the machine and could attempt to swap the batteries. the old battery did not fit the new battery 4/6/25 they responded asking for photos 4/7/25 i responded with the info they wanted 4/11/25 I had no response and emailed them again 4/12/25 they responded and asked me to send back the old robot in exchange for a new battery.I told them that would leave me far too long without a robot, and it made me worried they would still send the wrong piece as they have in the past 4/15/25 i sent back the robot 4/21/25 they responded 4/25/25 i let them know that the new robot did not work at all. it would not function even a little bit.4/25/25 on the phone I was told they no longer make my device (J7) so they do not have a ***lacement. so I could return it and just ordered a new device. They sent me the label. I returned the J7, and ordered a J9 4/26/25 A customer service *** confirmed via email that my return process went smoothe.5/9/25 robot arrived at irobot 5/14/25 - i emailed to ask when i can expect my refund 5/17/25 - i was told the time to return the roomba has finished and they can only offer me a ***lacement. i don't need a ***lacement as i already bought the J9 to ***lace it 5/22/25 i followed up and was told there's nothing they can do because i bought the robot too long ago. but this is a robot that arrived.

  

  Business Response

  Date: 05/23/2025

  Hello ********,

  Thank you for contacting us. We were able to locate order US01588702 associated with your email address. However, we were unable to find any support cases linked to it. Is it possible that you contacted us previously using a different email?

  To assist you further, could you please provide the serial number of the Roomba you are currently contacting us about?
  Also, could you please confirm whether the Roomba you currently have is a replacement unit, or if you still have both the original unit and a replacement?

  This information will help us to better understand your situation and provide you with the appropriate support.

  Sincerely,

  iRobot ************** Corporate

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They requested the emails or case numbers so they are attached here
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 05/28/2025

  Hello ********,

  Thank you for providing the reference case from your other account. I'd like to take a moment to clarify the situation and explain our next steps.
  

  When purchases and support communications are made under different email addresses (in this case, Email A for the purchase and Email B for support), it can create confusion in our system. This situation becomes more complex when multiple cases are created for the same issue, as it can lead to miscommunication.

  Based on our records:
  - A replacement battery was sent to you on April 15th
  - The return label provided with that order was specifically for the battery return
  - This label was not intended for the robot return

   To resolve this situation, we are:
  - Contacting our warehouse to confirm the receipt of your robot
  - Once confirmed, we will process your refund accordingly

  We appreciate your patience as we work to sort this out. Going forward, we recommend using the same email address for purchases and support to prevent similar confusion.If you have any questions or concerns in the meantime, please don't hesitate to reach out.

   Best regards,

  iRobot ************** Corporate