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:09/12/2024

  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.

  Irobot purchased - part broke and they will not replace it. I opened a ticket in August, and today they sent me an email letting me know that they do not have the part and that I need to buy it from a reseller which they charge 300% of the value.

  

  Business Response

  Date: 09/13/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your i7, this is not the experience we want for any of our customers.
  
  By looking at your ticket with our Tech Support and ********************** Team, I found order # ******** placed for a Cleaning Head Module replacement as a one time courtesy outside the Warranty coverage period. Please bear in mind that these are no longer for sale in our website, however, there are plenty of choice to purchase from authorized resellers. We hope you continue enjoying your robot for years to come.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 09/16/2024

  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. 

  So your company will now provide me with a replacement, after they affirmed the part was not available and it was in back order. I called 4 times and last call lasted about 1 hour or more. Then after I was told the part was not available, and that there was no one else in charge but the person who denied my request (********) then your company found the part and is sending to me. Why the lies? why do I have to purchase parts through a reseller that charges 300% of the price of th part? why your company did not approve the replacement of the unit? This is really bad customer services - waste of my time and energy. 
  
  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: 09/18/2024

  Hello ****,
  
  Thank you for the additional details, we did take a look at the thread with Tech Support and can also confirm that we were waiting for a resolution on the backorder item. However, since i7s are now discontinued and no longer in production, we have decided to keep in storage the parts and consumables still available, for in warranty cases only. As a courtesy, we have placed order number 07950675 for a Replenishment Kit so you don't run out of consumables soon, and a Magic Eraser to keep your charging contacts in mint condition, this will extend the life of your robot and base.
  
  We thank you for your kind patience and understanding, we hope you continue enjoying your Roomba for times to come. Should there be anything else we can assist with, please let us know in a reply.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:09/09/2024

  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.

  Bought irobot j7+ on 3/28/2023 from best buy, **************, ********. May 2024 started having significant navigation problems. Have spoken to, been technician, and financial support to their technicial support now for 5 months. Irobot technicial support finally sent me a new robot as an accepting since mine was out of warranty. New one is 4 days old, under warranty and has more problems already than the original. Have asked for full refund from IRobot. They say no because original wasn't purchased directly from them. Best buy says no because it's past their 15 day return policy & original I bought from them is out of warranty. I couldn't return original regardless because it was shipped back to Irobot. So I'm stuck with about $1000 of junk and no-one will assist.

  

  Business Response

  Date: 09/10/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba j7+, this is not the experience we want for any of our customers.
  
  After carefully reviewing your communications with Technical Support, the Escalations Team, as well as having reviewed the diagnostics from the robot on the cloud, we are confident to say that the current issues presented by the new robot are due to docking issues from the dust bin with the Clean Base. This also helps explain the bin full error you have been seeing (also logged in the system). 

  To solve this issue for good, we have placed Order # 07932258 which will include the following items:
  1 Washable Bin with Evacuation Port
  1 Self-Emptying Dock with Cord
  1 Evacuation Bag (just in case the problem extends to a sealing problem with the current bag)
  1 Free Melamine Foam Sponge Gift, that we encourage you to use every time the robot is given maintenance for the Dock charging contacts and robot mates.

  You should also receive a Return Label in the mail from *** within the next 24 hours for the return of the current base and bin. We are looking forward to your confirmation of the issues being fully resolved with the replacements sent. Should the matter need additional attention, please contact us back via this platform, since your Tech Support ticket has been marked as closed. We will be happy to continue assisting you further.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/10/2024

  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. 

  "Your company has put me, your customer, in a very difficult position.  No matter what, that's not a good business practice. I'm sure that may not even matter to you.  As documented in the email string, I bought the original robot from a retailer who has a 15 day return policy.  I no longer have the original as it was returned directly to your company - not the retailer.  Since you haven't familiarized yourself with this case, you also don't know that in month 14 of ownership I started having problems.  It's now over 5 months of ******** & no resolution.  Your technical support finally sent me an allegedly new robot which I received 9/6/24.  This one has more problems than my original did, and so I have a $1000+ piece of junk.  You're welcome to it.  At any rate, you say no refund since I didn't buy from you.  Retailer won't refund because more than 15 days from purchase & original out of warranty.  But I have a new robot directly from you that retailer can't take back,  and you all are refusing a refund even though the robot I have came directly from you.  You have me squeezed and I'm the one being taken advantage of.  It's really simple - You send me a box & shipping label, so I can send this piece of junk back to you rather than just throwing it away.  Also include a check made payable to me or **** gift card for the total purchase price as my refund which is also listed in the email string."
  
  In addition, their proposal is to send me more parts.  All the while I do not have use of the robot, and you might have noticed they asked for communication through the BBB and have closed my case.  Ive asked multiple times for a box, shipping label and refund multiple time and all they do is stall and drag this out 
  
  Ive asked multiple times for and have been refused contact information, telephone numbers or email addresses, of corporate offices and/or officers.  Each telephone number listed on their website land at the sane customer service call center.  I prefer to have no additional contact with their call center staff and would like to speak to someone at corporate who can actually make decisions and take actions.
  
  Thank you again for your assistance.  I greatly appreciate that!
  
  *************************;
  

  
  

  

  Business Response

  Date: 09/11/2024

  Hello *****,

  We are sorry to hear you feel that way about our proposed solution.

  You are correct, the retailer will not take back the replacement robot that we sent, after we agreed to make a one time exception to our Warranty Policy as a courtesy to you. The retailer will also not take back the original robot and give you a refund even if you had it, also due to their own Return Policies. In all good faith, we sent you the replacement base and additional accessories because we are confident that they will bring the robot back to functioning conditions, we'd appreciate it that you give our little robot one last chance.

  As for the refund, please bear in mind that we no offer refunds for purchases from resellers, but we're willing to continue assisting you until we have your robot back up and running. We also asked that you kindly continue communicating with us via this portal rather than the Tech Support one, because their options are more limited, and they are bound to remain compliant with our internal policies, so this thread will be the most beneficial for both parties.

  Your request for corporate contact information can not be honored either by Tech Support or ************** as none of it is available to us, we appreciate your understanding.

  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 09/12/2024

  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. 

  I am not willing to continue giving you another chance,   but more importantly my time, knowledge, experience or expertise and have previously tried to make that clear to you.  I simply want a full refund - end of story.  I'm not your technician nor have you ever offered any type of compensation for my time or unnecessary parts you had me buy.

  Your people read their script apologizing for the "inconvenience".  That is so offensive for your people say in an attempt to patronize me.  So just stop with that stuff   I've not had regular, expected use of your product for 5 months now.  So to me that's NO VALUE and a total waste of my money.  This problem is fully documented beginning May 2024.  It's not my responsibility to educate you on ethical business practices.  You are wasting now not only my time, but also your companies resources by sending me more parts in your last ditch effort to run out the clock on providing me with any type of service.  I'll simply refuse the shipments when they arrive from UPS.  This has gone on long enough and should Irobot have any level of integrity, appropriate actions (full refund) should happen immediately.

  TO BE CLEAR - THE ONLY ACCEPTABLE RESOLUTION I WILL ACCEPT IS A FULL REFUND. 

  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,

  *****

   

   

• Initial Complaint

  Date:09/06/2024

  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.

  Hi, I have called in 2 times about an issue with my J9+. The first ***** asked for a "short video" which I found distasteful, but I complied. I also sent over a copy of my receipt to which the ***** requested I send MORE info! Guess what? ANOTHER "short video". I was absolutely reluctant to do so, but they said this issue cannot be fixed and only a replacement will be the only remedy. Now, after sending a second video with the bot in the charging station, I am being told by a supervisor that this too wont suffice! There must be some legally on forcing people to record videos inside their homes/offices like this, it just doesnt sit well with me! If you read the reviews on here, on social media, even your instagram page is trashed by your very own consumers, it really tells the tale. I just want a replacement of my combo unit as promised. Thank you.

  

  Business Response

  Date: 09/09/2024

  Hello Caleb,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9, this is not the experience we want for any of our customers.
  
  While we certainly understand the concern for your privacy, there are some instances in which photographic and video proof helps reveal robot behaviors not logged in the system. We checked the cloud diagnostics for your robot and found none, which means either the robot's battery is depleted and therefore, can't connect to your router, or that it has never been connected to it.

  The aforementioned details are necessary for us to best assess the problem and offer the corresponding solution, and we'd like to start by asking your kind help having the robot connected to WiFi, in order to have visibility of any issues or errors reported by the robot itself. We are also in the midst of an internal investigation regarding warranty claims about the same issue happening to a few other customers in the ********, ******************* area.
  
  Looking forward to your response and that you give us access to your robot's diagnostics, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:08/31/2024

  Type:Sales and Advertising 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 an S9 Roomba vacuum in November 2023 by January 2024 it was not working correctly. I contacted customer service and went through all the troubleshooting steps they suggested, even though I had done those things from the app on my own. They suggested the base of the robot had an issue and so they sent me a replacement base. I again started experiencing trouble with the Roomba in May 20 24 and contact a customer service again. After going through all of the same troubleshooting steps for a fourth time, the company suggested a replacement battery and sent that to me. I replace the battery and was only able to use the vacuum three or four more times before it experienced the same issues again. I went through all of the troubleshooting steps again and contacted customer service asking for an entire replacement because this one must be defective. They replied, asking for some additional information which I provided. The following email I got from them was to tell me they were sending out a new power cord. I replied that I have never had issues with the power cord and have always been able to have evidence that the unit receives power. In fact, we tested the cord with a voltage meter and it is getting sufficient voltage. My complaint is that this company is not standing behind their product. I severely regret investing so much money in a defective product and how much time is taking me to deal with it with no satisfaction.

  

  Business Response

  Date: 09/03/2024

  Hello ********,
  
  We are sorry to hear that you are not enjoying your Roomba s9, this is not the experience we want for any of our customers.
  
  After conducting an investigation and reviewing all available data, we have decided to replace your Robot and Base ********. Please note that the replacement robot will not come with a battery, and you should remove and keep the current one from the robot to be returned.

  We've also sent you a return label via email that is to be printed and attached to the box when you ship back the defective units. Should you, by any chance, have already received the cord that was sent from your interactions with Support, we'd appreciate it that you ship it back in the same box, otherwise, you may keep it as well.

  Thank you for bringing this situation to our attention and giving us the chance to keep a valued customer like yourself. We hope you continue enjoying your Roomba.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/03/2024

  [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:08/23/2024

  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 bought an irobot for thanksgiving 2023 for a price of $1117.66, and the product is delivered early december 2023. Ever since robot has issues, we reported to customer service in ******** and they sent us a replacement product but again the product is faulted and never completed any scheduled jobs, stops during the cleaning and stuck for no reason, doesn't charge and it only ran 18 times in last 9 months, and 80% of the jobs are incomplete. When we are asking for refund, they kept saying it is past 60days. But can I do with a faulted robot? I have provided all the screenshots of the history of the jobs it completed. I need justice in this matter please.

  

  Business Response

  Date: 08/26/2024

  Hello Swathi,
  
  We are sorry to hear that you are not enjoying your Combo j9+, this is not the experience we want for any of our customers.
  
  After carefully reviewing all the diagnostic data of the replacement robot from the Cloud, we have picked up several pointers that can help explain the multiple issues reported. Find some listed below (data extracted from the new registration under ***********'s account):
  

  A) Mission 32:
  8/11/2024 at 11:23 AM, a cleaning job was started from the App, and when the bin was full, the job was paused.
  This behavior is expected to happen due to a setting under "Robot Cleaning Preferences" for "Bin Full Behavior", that setting is commanding the robot to "Pause Job" when the bin is full.
  

  B) Missions 14, 15, 16, 17, 18 19, 20, 22, 23, 24, 25 and 26:
  All stuck or incomplete because the start times ranged from 03:59 AM to 05:55 AM, this is important to notice because a lot of the robot's issues with navigation or returning to the duck are caused by the lighting conditions in the house. August's Sunrise and *********** for *****, ********** report back that the sun has been risen after 06:09 AM; 06:31 AM for today, August the 26th.

  Our recommendation is to change your schedule for the robot to start cleaning when there is adequate natural lighting conditions. Your robot has reported Error 33 in the past, which supports our recommendation to change the scheduled hours to more functional ones.

  C) The robot has a few more instances of Error 2 reported as well, which are evidence of objects on the floor that have a direct impact on the robot's ability to vacuum correctly, said objects possibly not being detected by the hours of operation or inadequate artificial lighting. 

  To further investigate, we'd appreciate it if you share pictures from the bottom of the robot, from inside the cleaning head module, and a few other pictures of the areas where the robot usually gets stuck or unable to find the dock.

  Looking forward to your response, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:08/21/2024

  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 bought the $1,100 S9 vacuum, and it's been unreliable since the start. I also purchased the extended warranty, and when you call, you get the main troubleshooting ***** They diagnose for 30-minutes, and then put in a ticket with the extended warranty department, which then has to reach out before anything gets done. That department made me wait TWO WEEKS before even responding to the simple request to send a new battery. (Which then takes time to ship and deliver). I had to wait three weeks for a simple new battery to get delivered!To add insult to injury, the new battery did not fix the problem. Once again, I call, spend ******************************** a ticket with the extended warranty team. It's now 48 hours later and no one from that team has responded. Yet, their website brags about their customer service awards. Yet they don't let you post reviews there! It's a total sham. In the 8 months I've owned this device, I've called in roughly 10 times with technical issues. Here is the resolution I am seeking:1) They must let customers post reviews on their website. They have all these 5-star reviews on there, and they cite **************** Awards, which begs the question -- what is this award based on? They should let real customers post real reviews on their website, or take the "reviews" off. It's misleading to allow them to post only 5-star reviews and not let customers ********* They need to eliminate their two-step process between tech support and the extended warranty team, or shorten the wait time between the two departments. Once I've made that call, and they've diagnosed the issue, I should not have to wait for a second team to contact me. If my unit isn't working, it's not right that each time it takes 3-4 weeks to resolve the problem and get me a functioning vacuum. (That is the average). If their warranty is for 1 year, and I buy an extended warranty, they are "burning through" my warranty period by sitting on it so long, which isn't fair.

  

  Business Response

  Date: 08/22/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your s9+, this is not the experience we want for any of our customers.
  
  A sincere apology on behalf of our Support Team for the inconveniences caused, no excuses but an honest explanation as to why technical support processes need to be thorough to prevent escalating issues that can be addressed by our front desk staff.

  Thank you for taking the time to bring this to our attention, will do our best to find a resolution to the issues presented or have your robot replaced altogether.

  We'd like to start by saying that we've conducted a thorough review of your cases with frontline and, in the process, also have learned that the connectivity problems with your Roomba are within the WiFi Ecosystem. Allow us to explain:

  WiFi capable robots coexist with other devices in order to maintain a connection with the Cloud, these relationships are often fragile, and a good example of their fragility is your own very case:
  Your robot's battery is presenting internal errors.
  The battery errors prevent it from feeding energy to the robot.
  A robot without energy does not hold a connecting to your network.
  Off the grid, the robot does not communicate with the Cloud.
  Unable to communicate with the Cloud, the robot can not be found by the iRobot Home App. Hence, the errors you're being affected by.

  We'd like to ask for your kind patience a little longer, just while the replacement battery makes it to you, once there, replace the faulty one and allow the robot to fully charge again. Make sure that the charging contacts on the base and the robot mates show a visible shine, otherwise, give them a good wipe. Then, let's keep track of its progress, once full, please send the robot on a mission, monitor its performance and respond to this message in this platform with the results. We'll be very pending of your messages and eager to continue assisting you until everything is resolved.

  If there is anything else we can assist with, please do not hesitate to contact us.

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/23/2024

  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 # ********.

  While I certainly appreciate some technical context as to why my machine continues to fail, there answer did not address these specific issues, nor did they even appear to read my message in full, nor my history of technical issues with this machine and the related terrible turnaround times in getting help.

  1) They suggested I "wait for a new battery." That step has already happened several weeks ago, and it did not fix the problem.

  2) When I spoke with the help desk on Monday of this week, they said I would need to be sent a new machine, but that someone from Extended Warranty would need to reach out to me. I'ts now Friday, and no one has reached out. This is a perfect example of the problem I am referring to. Their turnaround time between diagnosing the problem and having the "extended warranty team" actually act on that information is incredibly delayed. Why must this go to a separate department, and why is that department unable to respond to warranty claims in a timely fashion? Last time, it was 2 weeks in between these two departments. Right now I'm at a week (and counting), while I have no vacuum and my warranty timeframe continues to tick in the background.

  Reminder of my initial request:

  Here is the resolution I am seeking:

  1) They must let customers post reviews on their website. They have all these 5-star reviews on there, and they cite **************** Awards, which begs the question -- what is this award based on? They should let real customers post real reviews on their website, or take the "reviews" off. It's misleading to allow them to post only 5-star reviews and not let customers review.

  2) They need to eliminate their two-step process between tech support and the extended warranty team, or shorten the wait time between the two departments. Once I've made that call, and they've diagnosed the issue, I should not have to wait for a second team to contact me. If my unit isn't working, it's not right that each time it takes 3-4 weeks to resolve the problem and get me a functioning vacuum. (That is the average). If their warranty is for 1 year, and I buy an extended warranty, they are "burning through" my warranty period by sitting on it so long, which isn't fair.

  Regards,

  ******

   

   

  

  Business Response

  Date: 09/02/2024

  Hello ******,
  
  Thank you for your response and clarification. As offered on our previous message, since the replacement battery did not resolve the issue, we will have both your robot and base replaced. 
  
  Order # ******** was issued to replace your robot, it will not come with a battery nor a dust bin with evacuation dock, so please keep your current ones. Also, order # ******** was placed to have your Clean Base replaced, please have them shipped back to us using the return label provided for the effect. Please expect the label in your email inbox, print and attach to the return boxes.

  Regarding your additional requests: A) To allow robot owners to post their reviews at will, the feedback will be sent to the eComm team for review as this is not a request that ************* can fulfill. We thank you for your time and understanding.  B) We will also provide the Extended Warranties team with your feedback, their turn around time is strictly determined by their work volume but we also thank you for the feedback.

  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Regards,
  
  iRobot *************

  Customer Answer

  Date: 09/03/2024

  It has been over 2 full weeks since I reached out to Customer Support with my extended warranty issue. It has been over two weeks now, and finally today, 15 days later, I have a response that someone from Extended Warranty will ship the product that Customer Support already determined 15 days ago should be sent to me. And I'm told it could take another 9 days. 

  This is an excessive turnaround time, and your response to my BBB complaint did not address my requests, it just said you'd relay this information to other departments. 

  Regards,

  ******

   

   

• Initial Complaint

  Date:08/18/2024

  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.

  Was sent a I robot. It was damage. Call to get shipping label. Sent two messages and third spoke to **** No results. Even sent pictures of damage.

  

  Business Response

  Date: 08/19/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your i5 as yet, this is not the experience we want for any of our customers.
  
  We will be happy to replace the damaged unit/part, just would like to verify that the robot does not show any damage, and it's only the base that needs replacement.
  
  Looking forward to your response, to continue assisting you.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 08/19/2024

  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. 

  When they have replaced the broken part and it works then I will release them
  
  **************************** 

  

  Business Response

  Date: 08/20/2024

  Hi again *****,
  
  We will be happy to replace the damaged unit/part, please help us verify that the robot does not show any damage, and that the dock is the only part that needs replacement.
  
  Looking forward to your response, to continue assisting you.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:08/14/2024

  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.

  My original order: US01096195 on Feb 13th, 2024 Roomba Combo j9+ Auto-Fill Robot Vacuum and MopSKU : C975020 QTY : 1 $1,399.99 4 year Protect+ Plan for Roomba Combo j9+SKU : L249142 QTY : 1 $329.99 Total Price $1827.98 Stopped working prior to two month warranty for full refund.Replaced by Order Number: ******** (robot only) on April 10th, 2024 Case Number: ******** Replacement stopped working in May. One month later.Replaced by Order Number: ******** (robot and base) on June 20th, 2024 I received this when I came back from vacation on July 2nd, 2024; send the defective one to you all on July 3rd, 2024 via *** at 8:38 am, tracking # 1Z57AE899020684522 I called on July 2nd with issues on the new robot at 10:14am per my phone records and spoke with someone that barely spoke English for 24 minutes. She said she would open a case and did not. I called you today July 10th at 3:50pm to open a new case. We spoke for 25 minutes and you asked for a video and screenshots which I provided in my previous email to you. Case number ******** Replaced by Order Number: ******** (base only) on July 22nd, 2024, never worked. Broken right out of the box. Called them July 23rd to complain. Emailed videos and photos of the issues July 24th. They said it was a software problem and they would escalate my case.Emailed them again July 26th and August 8th. No responses to my inquiry nor fixes for the equipment that has not be functional out of the ****** this point I want a refund and to be done with them.

  

  Business Response

  Date: 08/15/2024

  Hello April,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9, this is not the experience we want for any of our customers.
  
  While looking at your case, we found support ticket 10339319, in which order 07874146 has been placed for a full replacement of your robot. We also seize the opportunity to reiterate that our robots are held to the highest quality standards, undergoing a lengthy design, development and Lab testing that spans from 3 to 4 years each.

  That being said, we'd appreciate your help being on the lookout for possible trends or usual places where robots tend to get stuck or fail, as well as every other bit of information that you consider relevant.

  Looking forward to continuing assisting you, should there be anything else we may be of service, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/16/2024

  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. 

  [I received an email from you stating you will be sending me yet another robot and base.  This was done previously with no success in correcting the issues.  At this point I would prefer a refund as I have little faith that your equipment will work satisfactorily if at all.  I realize you have one in route to me as I type this and I'm glad to send it back along with the defective equipment, if you can provide another shipping label.  This entire purchase has been a huge disappointment.  It literally took me logging a case with BBB to get you to respond to me in this last case.  I can't express to you how disappointed I am in the lack of customer service and quality of your products.]
  
  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,

  April

   

   

  

  Business Response

  Date: 08/20/2024

  Hello again April,
  

  Thank you for your honesty and feedback, with the evidence at hand, we have determined that indeed you have been delivered some defective units, which is an extremely rare incident.

  We'd like, however, to make one last offer to you because we'd deeply regret losing a valued customer and their faith in our robots. The offer consists of you accepting the replacement robot underway, we can arrange a callback to assist you during the setup if you'd like to give us that chance, and we will closely monitor its performance from day 1. Our faith in our Development and Engineering teams is unquestionable, as there are millions of robots in our global fleet operating as expected.

  Should the new unit proof itself at fault, we will honor our Return Policy and make an exception in your case for a full refund. Looking forward to your reply and hoping you can consider giving our robotic helpers a chance, for anything else, we're just a reply away.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/21/2024

  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. 

  Straight out of the box.  I set it up like all the others, including the one that worked when we first ordered it.  No lights!  It won't even turn on for me to access it on my phone.  Further, the door (see photos) once opened will not close without a lot of work to get the door aligned.  I tried multiple times to get the door closed perfectly so that in hopes the unit would turn on.  All to no avail.  What in the world?!  There is zero quality in your products!  I want a full refund.  The amount of hours over the past few months (from April until August!) **** spent on troubleshooting, contacting tech support, phone calls, and emailing is absurd.  I bought this product to help me save time for other things so it would vacuum for me and mop for me.  **** spent HOURS dealing with this!  This has been anything but useful or helpful to me.  I'm done.  I want a refund.
  
  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,

  April

   

   

  

  Business Response

  Date: 09/19/2024

  Hello April,
  
  We are sorry to hear about the continuing mishaps with your robot. A refund has been approved and issued as promised, you were notified via case 10339319 with Support.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:08/13/2024

  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.

  My husband purchased a rumba that had a mop *** vacuum for me for Christmas. We used it and noticed it would get stuck in a corner and die there. It's wheels would continue to spin leaving black marks on our carpet. We called to ask for help in april while it was still under warranty. The first ****** we spoke with told us he could see we had only run 2 or 3 jobs and the machine was stopping in random spots and not completing its cycle. He escalated us to support. Over the course of the next 4 months we went round and round with irobert asking for help, a replacement or a refund. We would send an email or make a call and 2 to 3 weeks later we would hear back stating they were looking into it or they did not know the problem. We were never given support or really listened to on the problem. They would tell us that it was our carpet or not their machine. We had previously had 2 other rumba that were just vacuums and never had any problems. This was their last response...."This is ***** from iRobot Escalated Support, we thank you for all your time and effort and for the information you shared with us. We are sorry to hear you are unsatisfied with your experience. We appreciate your feedback, but there is nothing more that can be done."No explanation or help. Our case number is ********. We would just like our money back at this point and they are welcome to have the machine back.

  

  Business Response

  Date: 08/16/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9, this is not the experience we want for any of our customers.
  
  Having conducted an internal review of robot's data and pictures provided by your relative *** in his case with Support # 10194041, we have concluded that the robot in question and the type of rug on your floors are not compatible. Yours seems to be a tall rug, or taller than the usual carpet, and our Combo robot, featuring a water tank and other internal components that make it heavier than the standard robotic vacuum.

  We will continue working on your claim from this platform, please do not continue to reply to the support ticket 10194041. Now, in context, we'll be able to consider alternatives to settle this matter and the first thing we'd appreciate your help with, is sharing a photo or screenshot of the receipt for the purchase of the robot. On that note as well, since the robot was purchased from a reseller, a refund from our end is not possible as the purchase went to the retailer.

  If there is anything else we can assist with, please do not hesitate to contact us.
  

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/16/2024

  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. 

  I have attached the copy of the receipt as requested.  This was purchased directly from iRobot nit a third party.  Our carpet is not thick or long it is traditional carpet.  It also has no problems until it hits a wall or furniture and that is where it just stays and does not pivot or turn.  We will continue here and not respond to our other ticket.  We are looking for a full refund and glad to return your product if you pay for that return. 
  
  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: 08/20/2024

  Hello again *****,
  
  We tried reaching out to you at ************** and to *** at **************, without luck. Thank you for the copy of the receipt, with the order number we were able to locate a secondary profile for ***, with email address ******************************************, under which the order was placed in November of last year.
  
  With the data collected, we have determined that the robot is unable to perform under your current flooring conditions, mainly due to its weight. Also, that other robot models have performed well on your carpets, and we'd like to make one last offer to you because we'd deeply regret losing a valued customer. The offer consists of sending you a brand-new Roomba j7+, which is also a Top Tier robot but with no autofill feature, meaning no additional weight. And, naturally, issuing you a refund for the price difference:
  $ ******** - (j9+)
  $    999.99   (j7+)
  $    400.00

  We'll be happy to add some consumables for the new robot to spare you from spending any during the initial months. 

  Looking forward to your reply, for anything else, we're just a reply away.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/22/2024

  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 

  We are no longer interested in your product due to the run around and lack of interest in support or customer service until the ******************** was involved.  We no longer have one of those phone numbers and your last message was to communicate with you only here.  As with most people we do not answer unknown calls and no messages were left on the active number to respond to. So that statement feels not quite right which has been our on going experience as of late with iRobot. Second you quote a price of $999 for the j7+ but on your own website it is listed as $799.  As witnessed by the attched picture. I no longer trust your company or trust you would support any future potential problem resolution, nor do I care to support your product.  Again I would like a full refund and am glad to mail your product back if that mailing is paid for by your company.  As you can see from the use and pictures it is in pristine condition. 

  Regards,

  *****

   

   

  

  Business Response

  Date: 09/19/2024

  Hello *****,
  
  We are sorry to know you're no longer interested in our product.

  Additional attempts to get in touch with you via telephone were made after identifying ourselves as iRobot ************** and those were unsuccessful too, unfortunately. We also understand your frustration for how things were initially handled by our Support Team, and for that we extended a heartfelt apology to you and your husband.
  
  It is with the best intentions that we offered the Roomba j7+ as replacement and partial refund for its original price (screenshot attached), the price you refer to was a promotion running a while back. We'd love that you reconsider the replacement and partial refund, we'd love to even share some consumables to prevent you from having to spend in any for the next few months. We are, however, unable to offer a full refund. Our Return Policy, which you may consult here, allows us to issue a full refund for the initial 60 days after the order is delivered.
  
  Looking forward to hearing from you, hopefully we can reach an agreement with the replacement offer.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/22/2024

  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. 

  We are willing to review the replacement offer but can you please spell out superficially what you are offering .... what machine, how much cash back and how we would get that and what additional products. Once we have all of it spelled out clearly here we can review to accept.

  

  Business Response

  Date: 09/25/2024

  *****, hi, thank you so much for reaching back!
  
  Happy to answer your questions:
  The Roomba j7+ is also a Top Tier robot, but it does not autofill, meaning no additional weight, which will solve the problem with the robot getting stuck in corners. Please watch this video for reference.
  
  Regarding the refund for the price difference, the current Combo j9+ price is in promotion, but we had agreed on the actual price $1399.99. The Combo j7+ actual price is $999.99, which leaves us with a difference of $400 (broken down below), for which we will issue a check and have it sent to the original order's registered address: ****************************************************************************************

  $1399.99 -
  $  999.99
  $  400.00

  As for the consumables for the new robot, we mean a Replenishment Kit which includes:
  - 3 High-Efficiency Filters
  - 3 Edge-Sweeping Brushes
  - 3 Microfiber Mopping Pads

  Looking forward to your reply, for anything else, we're just a reply away.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/02/2024

  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. 

  I am not sure what to do as we argree with iRobot to accept their offer of a different model iRobot, products and $400 check.  We recieved the two items but they are asking us the sign a very broader waiver in order to get the $400.  This was not stated in the original agreement we reached through BBB.  The waiver waiver all rights on this claim and future claims with iRobot.   When asked they stated they will not release the check without the waiver. I am not sure what my options are as that is not what was agreed upon and never was a waiver mentioned.
  Please advise
  Thank you 
  ***** Drulard  

  

  Business Response

  Date: 12/02/2024

  Hello ***** and ***,
  

  We hope this message finds both of you well.

  Thank you for reaching out to us regarding your refund and robot exchange. We genuinely appreciate your patience and understanding during this process. We understand that you have concerns about signing the Release Document, and we want to assure you that our primary goal is to resolve this matter in a manner that is beneficial for both you and the company.

  However, it is important to clarify that the Release Document is a legal requirement. This document is designed to protect both the consumer and the manufacturer. It ensures that all parties are clear on the terms of the refund, and it provides the necessary legal safeguards for both sides. Unfortunately, we are unable to make exceptions to this policy. All refunds must be processed in accordance with legal requirements, which include the signing of the Release Document.
  

  We are committed to assisting you and are more than willing to cooperate to facilitate the refund process once the document is signed. Your understanding and cooperation in this matter are greatly appreciated. Also, for context, your claim that the Release Form was not part of the agreement, it is a standard procedure to negotiate the details of the refund and once agreed, all parties are formally informed about the DocuSign bit. Unfortunately in this particular case, when you chose to accept the offer, the BBB platform considered this claim as resolved and the Release Form notification was issued via our ticketing system immediately after via Support Ticket 10194041 on October 24, 2024 at 12:39 PM, reading the following:

  "Wishing you well in your everyday, we'd like to ask for your help signing a document that was sent to you via email. It is a release form to settle the BBB complaint's partial refund agreed upon after swapping your Roomba.
  
  After sending the signed doc, it will take from 7 to 10 days for a check to be issued and sent your way.
  
  Always at your service for any additional help that's needed." 

  Thank you for your understanding and attention to this message. If you have any further questions or need additional information, don't hesitate to contact us. 
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/13/2024

  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. 

  We agree through BBB on a deal with iRobot.  Part of the agree was a refund of $400.  NO where in any of the conversations did the company state there would be a full release required.  After the case was closed and before they issued a check they changed the agreement in their end requiring a full release from this and all future concerns between us and iRobot.  I stated I would sign a more limited release in this issue but not a forever one sided release.  They are now stating that they will not release the $400 refund.  This demonstrates how they continue to have poor customer service and say one thing  but do another.  I wpuld like them to honor their original agreement and refund us the $400 or they can take back all the products at no shipping costs to us and give us the full refund on the first iRobot as we originally requested. 
  
  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: 12/24/2024

  Hello ***** and ***,
  
  We are more than willing to make an exception to our policy and issue a refund via check, but we can not send it until we have a signed release.

  We can adjust the clauses within reason, as notified to you by the Executive that contacted you about the release, but this was also rejected.

  We are committed to assisting you and are more than willing to cooperate to facilitate the refund process once the document is signed. As explained in previous messages, the negotiation was focused on the details of the refund and the replacement of the robot to make sure the issue was resolved, leaving for last the transactional details of the refund, however, you were notified via Support Ticket 10194041 on October 24, 2024 that a release form needed signing.

  Looking forward to your feedback on which clauses you'd prefer to have adjusted, we'll then proceed with the analysis of these new parameters to align with our Legal team.

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/30/2024

  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. 

  I would prefer to only work through this BBB site as you say one thing here and another thing outside of the site.   You have proven to be very manuplitive with the truth.  Please provide as an attachment in this forum a release that states only that both iRobot and the Drulards agree to the settlement of $400, different irobot model and accessory package to settle this disagreement with the performance and customer care on the original purchase, please do not include anything about future purchases.  I will not sign anything that talks about any and all releases on all things between us and iRobot... only a release on this specific case and nothing else. I also want it spelled out that you have chosen to not recieve back the original irobort at your cost for shipping. 

  If you can supply that release through this platform we will review.

  
  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,

  *****

   

   

• Initial Complaint

  Date:08/13/2024

  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.

  We have purchased at least three different IRobots and have had issues with the operation of each. (One is a combination vacuum and mop and, despite numerous tech conferences, the machine still doesnt operate smoothly and reliably). We were encouraged to purchase the extended service on these and are currently paying almost $31.00 every month for this. Recently, as we were looking for items to cut from our budget and wondered if we need to continue these payments, especially since our robots are out of warranty. When we called tech support, we were told by more than one agent that if we cancelled this payment, our robots would no longer work. This is the first time weve heard of this. Do other companies require a service fee for one of their products to continue working? If we buy another product from them (especially since our current item has never worked as promised), should we expect yet another service fee?

  

  Business Response

  Date: 08/15/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba, this is not the experience we want for any of our customers.
  
  After reviewing our records, we were unable to find a subscription service under your name or any associated robots. We'd appreciate it that you send us a reply indicating the Serial Number and email address under which the robot was registered (if you already have a case with our Support team, please also send it over), and we will continue investigating the matter to help you find a solution.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************