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:08/13/2024

  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.

  We have a Roomba J7+ Combo with an extended warranty. The robot has some issues with the wheels so I called customer support on or about July 18th. We need knew wheels for the Roomba as the robot cannot roll around any longer, it just gets stuck because the wheels has become disconnected from the spindle. I have phoned several times regarding my case and I keep getting the the "warranty/escalation team" has not gotten around to my claim yet.I was told it could take 5-10 days to get an email/answer. I tis now August 13th and my robot just sits and ZERO contact from Roomba.I would like someone at Roomba to either send me the wheels for my robot or send me a new robot as I do have an extended warranty that can be used to replace the entire unit.My open case number is 10352719.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 08/15/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Combo j7, this is not the experience we want for any of our customers.
  
  We'd also like to extend our apologies due to the long delay in our response, we're currently handling a higher than usual volume, and we're working to help everyone as soon as physically possible. Regarding your claim, we have already placed an order for both side wheel modules. You should have received an order confirmation email (number ********), please expect them within 5 to 7 business days.

  Should there be anything else we can assist with, remember we're just a click away!
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/15/2024

  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:08/11/2024

  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.

  After around 1.5 years my Roomba's battery is starting to fail. This means it is almost never able to complete a cleaning cycle, often stops with a dead battery, and charges many more times than it did meaning the cleaning cycles take all day. I understand these batteries fail, but the reason for my complaint is as follows.1. 1.5 years is not a long time to own a product, and now it essentially does not work right, and I am expected to spend more money to get what I originally paid for.2. Lithium batteries can potentially explode, therefore this is a potential safety issue.3. iRobot wants over $120 for a replacement battery when the same thing is readily available on Amazon for around $50. This is extortionate. On receipt of my request for a replacement battery iRobot offered me only a 15% off discount code.

  

  Business Response

  Date: 08/15/2024

  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 conducting an investigation on your robot's diagnostics, we noted that, after 20 months in service and 500+ cleaning missions, the battery seems to have reached its peak performance and needs to be replaced. This is normal wear and tear, and it is also true for all the other robots' modules and components. Consumables need replacement more often as well. 

  It is also true that you can find replacement parts for our robots on other marketplaces, however, we always recommend purchasing from our website to prevent our customers from being sold counterfeit items that will not last nearly as long as the originals. We will be glad to make an exception this time and offer a 30% discount on the purchase of your battery, bringing it down to $91 plus tax. Should you choose to accept this offer, please let us know in a reply.

  Looking forward to hearing back from you, until then,
  
  Regards,
  
  iRobot Customer Care

• Initial Complaint

  Date:08/09/2024

  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.

  I had the braava jet M6 fixed on warranty on 10/14/2023 Case ID: *********** . It wasn't shipped till shipped on Nov 14, 2023 1Z57AE890338449872 . The replacement unit is defective again with the same problem and replacement was denied as per case ******** 7/11/2024

  

  Business Response

  Date: 08/15/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Braava m6, this is not the experience we want for any of our customers.
  
  After further review of your case, we have concluded that since the issue was present before the end of the warranty date, we will make an exception and send a replacement robot. This is a brand-new unit that does not include a base, battery or pads, please make sure to keep yours. Order number 07874379 should be reaching its destination to you within 5 to 7 business days, we appreciate your patience.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:08/06/2024

  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.

  I purchased an iRobot J7 Roomba last year. It is not connecting to the wifi and I finally gave up and did a factory reset. I have taken care of this vacuum for as long as I've had it--replaced the brushes, filter, vacuum bag, cleaned the base--everything. All of a sudden it decided it would stop connecting to wifi and charging. I called customer service and they walked me through trouble shooting. When none of that worked, they told me I would have to send it in for $300 repairs. I paid over $700 for this robot that has only lasted a year. When I asked to speak with a manager, I was placed on hold for so long I finally gave up. I would like for them to fix this without charging half the cost of the vacuum--ideally repairing it for free since it is only a year old and something you pay $700 for should last longer than a year.

  

  Business Response

  Date: 08/07/2024

  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.
  
  Took a look at our records and found your ticket with Support, number ********. Reviewed the pictures that you kindly shared and noticed that the contacts on the base are not at their best shape, we noticed some build up which will definitely cause some charging issues (image attached). The robot's diagnostic data does not show any critical errors, only the usual that are not repetitive and that you've surely resolved with regular maintenance. The battery health is also on the green, with no errors reported.

  For the effect of the present issues, we've sent you a melamine foam, please use it to give the charging contacts on the base and their mates on the robot a good scrub and let it continue charging. We'll be looking forward to continuing assisting you until the issue is resolved.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:08/02/2024

  Type:Delivery 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.

  Order date 1/26/ received delayed robot 2/13 First issue right out of the box; base would not close. Was sent a new base. 2/20 protection plan purchased 4/5 not working will not do anything error code after error code. New base sent again. 6/25 again not working error code after error code. They now had me package the entire robot and base up and send to them. 7/14 received new robot and base back supposedly7/20 again not working error code after error code.Called iRobot asking for a full refund including the protection plan I purchased. They declined and stated they can sent another robot. This has taken months and months of my time trouble shooting packing unpacking these robots sending back waiting for emails etc back. No I do not want another one! You just sent me a new robot and it doesnt work! Send me a full refund!!

  

  Business Response

  Date: 08/05/2024

  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 taking a look at your account, we found ticket number 10371330, where the order 07853179 was placed, for a full robot replacement. With a global fleet of millions of operating robots, we reiterate our product being held to high quality standards, it is a very rare sight to find a robot with a defect and a faulty replacement at the same time, we thank you for your patience while we were assessing the situation and deciding the best course of action to put an end to the unpleasant experience.

  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/05/2024

  [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:07/26/2024

  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 been calling this company to repair/damaged merchandise under warranty..I have called 5 times about a box that is to be sent so that I can safely send Irobot back to company for repair ..the company has already claimed to have sent box 3 times which obviously has serious issues since I've yet to receive a box ..As stated I have called numerous times and spoken to inefficient staff with no cu stomer service or problem-solving skills ..they are completely I'll equipped to deal with issues regarding the simplest of tasks ..I hardly believe a box was ever sent out since ots been close to a month and nothing received..they continue to blame the shipping company with no actual investigation..they have given me conflicting dates about dates boxes were sent and one phone call I placed to report box not received I was told a new ticket would be opened and a new box sent and when I called a week later no new ticket was open therefore no box sent ..suffice to say I spent one hour talking to customer service representative who notated nothing and did nothing ..horrifying..as stated this company seem incompetent and worse yet complete liars..i spoke to a supervisor named ***** today ..apparently these calls are recorded who was just as others unwilling to help or problem solve ..she was arrogantly speaking over me and suggesting we open yet again another ticket ..I offered another solution that I would send her equitment back from a shipping facility and that they should cover cost due to complete run around ..she was not willing nor did she like that option ..she flatly stated no they're not paying in a condescending tone ..complete garbage company and horrendous staff

  

  Business Response

  Date: 07/29/2024

  Hello ****,
  
  We are sorry to hear about the issues with your robot's repair job, this is not the experience we want for any of our customers.
  
  After checking our records, we were able to confirm that the initial repair set up triggered a box to be sent your way; after your following contact, said job was closed and a new one opened, which prompted another box to be sent your way, tracking number 1ZB8E8370316511158. This new tracking number tells us that the box was delivered to your doorstep on 07/24/2024 at 4:20 pm, and there is a photograph included as proof.

  We kindly as for your help checking if it may have been picked up by another family member, or even disposed of, and let us know about your findings. We will make sure to follow through until we reach a resolution. Not only that, but we understand your frustration and need to clarify that your support request has not been neglected from our side. Likewise, we take steps to prevent our customers from going through situations like the present one, and appreciate your understanding when things go south with issues that escape our control.

  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 08/03/2024

  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. 

  [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,

  *******

   

   

• Initial Complaint

  Date:07/25/2024

  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.

  The first robot i purchased wasn't working properly, so I was sent a replacement. The Replacement was so loud while cleaning, I was sent a replacement motor. That didn't solve the problem, so I was sent another replacement which is VERY LOUD while cleaning. One associate, *****, agreed it is too loud so he offered another replacement motor. This doesn't solve the problem.

  

  Business Response

  Date: 07/26/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your Combo j5+, this is not the experience we want for any of our customers.
  
  After reviewing your case and documentation provided, we will happily honor your warranty and have it replaced and upgraded for a Combo j7+. If you'd prefer to pursue a refund, we kindly ask that you reach out to Amazon, as they're the seller and we were unable to find an order placed from our website. Please let us know if you'd like us to send the Combo j7+.
  
  If there is anything else we can assist with, we're just a click away.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/26/2024

  [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 will accept a J7 and hope it runs more quietly than the current one I own.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/22/2024

  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.

  In June of 2021, I purchase the S9 series, mop, vacuum, and bin combo. Within three months, both the mop and vacuum broke due to an internal software issue. Allegedly, beyond repair. By December, I received two replacements. By April of 2023, those replacements have also broken, a mere year and a half after the replacement was issued. Roomba EXPLICITLY outlines that the average life span of their product is 5-7 years, yet after FOUR individual pieces of equipment have failed in less than 3 years, they have still failed to fix the software issues that render their product COMPLETELY useless. Of course, after the year warranty expires, they absolve themselves of responsibility. There isnt a single option available to repair this software, as its proprietary. Yet, the only option available to me is a replacement, that I have to pay for as its out of warranty. My question to the BBB is how a product with exclusive patents on software can refuse to fix an internal component of a product that is advertised to have a self-life of 5-7 years, when its obviously not the case. If you look for five minutes in the review section of these products online, you will quickly find that this is a TREND that hundreds, if not thousands, of customers are being scammed by as they purchase a product that is advertising one thing, and very clearly delivering terrible outcomes for the purchasers who are left with $1,200 paperweights (I have four of them.) its also worth noting their warranty in the ** is two years and the reviews there are excellent, as it seems that the trend of these products is to break beyond repair at the 1.5 year ***** I urge the BBB to investigate this product and the fraud of iRobot in their marketing and advertising of a sub-par product that fails rapidly in its quest to meet operational expectations the company sets.

  

  Business Response

  Date: 07/23/2024

  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.
  
  By taking a look at our records, as well as the s9's diagnostic data sent to the cloud, we were able to validate your claim. We have millions of robots in our global fleet helping our customers on a daily basis, reiterating our robots being held to high quality standards, we believe that yours is a very rare case in which the original and the replacement robot were faulty to some degree.

  As your communications with support took place prior to the ending of warranty period, we can have your robot upgraded to the Roomba j7+, also a self-emptying robot with Precision Vision technology for object detection-object avoidance. Should you choose to accept this solution, we'll appreciate your help with returning the s9's for which we'll send you the return labels.

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

  Customer Answer

  Date: 07/23/2024

  [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. 

  I look forward to connecting directly with iRobot to process the return of my current robot with the suggest replacement. They are free to contact me directly at *********************** or ************. I appreciate their willingness to honor the advertised quality of their product and their attention to this matter. 

  Regards,
  
  ***********************

• Initial Complaint

  Date:07/19/2024

  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 started a trade in March. April 19th, iRobot received my trade via *** and did not acknowledge or start the trade in. I called customer service 3 times for an update. On the 4th call, May 20th, I got a hold of customer service who wanted to help and was able to issue the credit and get a robot ordered maintaining the sale price. He shipped the package and took my payment. *** showed up at our house but did not leave the vehicle. Since June 20th the package has not been updated at ***. June 24th I called customer service after both my husband and I were told by *** that they would not receive a claim from us. Customer service told my husband and I we had to start the claim even though we both communicated that *** stated Irobot had to start the claim. July 13th we received an email asking us to finalize the claim. I called customer service and escalated to a manager because of all the push back we had received from ***. They told me they could do nothing and I had to fill out the claim. *** declined the case I filled out. I called customer service again July 14th and spoke to *****. He told me I had to wait 5 business days for the manager to respond because they said they needed to find out what *** is doing. I told them him *** declined the case and I wanted to know what Irobot was doing now. He refused to answer and repeatedly told me I had to wait 5 business days. I let him know I would be publishing this because it is ridiculous I've had to work so hard since March to purchase the product and not receive it. He said because of this a manager will respond in an hour instead of 5 business days and he still would not transfer me. He absolutely refused to transfer. I waited 48 hours before responding to an ad on ******** on Saturday. They asked me to respond to a messenger post. ********* called Monday. I do not have resolution or the product. I've requested a refund and was laughed at *********. She has pushed off multiple times and denies culpability.

  

  Business Response

  Date: 07/22/2024

  Hello *****,
  
  We are sorry to hear about this situation with your missing robot, this is not the experience we want for any of our customers.
  
  After digging into our records, we were unable to locate a purchase under your name or email. Please reply with the credentials you originally used for the purchase of your Roomba and we'll be glad to follow through with your claim.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/22/2024

  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. 

  Business requested the login credentials to my robot to be provided. It is ************************ Resolution has not been provided by the business.
  
  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: 07/23/2024

  Hello *****,
  
  Thank you for your reply and information. We have located *************************** account and therein, case number 10325200 with Product Support in which, Order number USCC022870 tells us that the robot has been re-shipped and on its way. Last known location with *** is ********, **, tracking number 1Z19A2W10306703190 for a Roomba Combo j5+ Self-Emptying Robot Vacuum and Mop.
  

  We will continue to monitor the order until delivery is confirmed by you. For any other questions or concerns, we're just a reply away.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 07/24/2024

  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. 

  Product has still not been delivered and manufacturer has not followed through as requested via customer service to contact me directly as I have major concerns about the manipulation and aggressive tactics taken by their customer service vendor. It should have been notated in the case that I requested a refund multiple times and customer service declined to offer, provide or escalate when requested. Whenever I asked for an update along the way or a change to the resolution I was told things like they could no longer assist, that they could not confirm I would be contacted and that if I requested something other than what I was being offered instead of follow up on this day the follow would be a few days later instead including waiting until Sundays! The customer set company is pretty hostile.
  
  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:07/19/2024

  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.

  Purchased the iRobot *9 on November 29, 2924 (order # US00954136, $1305.52) and the machine initially worked fine. We needed to replace an air filter which we purchased for iRobot and the box is clearly marked for the * series. The filter did not fit so we contacted the customer service and long story short the filter we received is not for the * series as marked on the box? Upon multiple emails back and forth they agreed to exchange the filters at no cost to us. They never sent the filters and we have been contacting them over and over to just return the machine. A demand letter was sent on 7/19/2024 for reimbursement of product.

  

  Business Response

  Date: 07/22/2024

  Hello *******,
  
  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 investigating about your situation, we came across case number 10324584 with our ********************** Team. In said ticket, we're presenting offering two alternatives towards resolution, we'll be glad to send you the correct set of filters, which you can then use for future reference, or, replacing the robot altogether if it is your preference. Please bear in mind that even if we replace the robot, you'll need to make sure to buy the correct replacement kit for the Combo models, not the regular j series.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/23/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This offer has been made without any follow through previously. As stated in my original complaint, that would have been fine, but they never sent the filters. Please proceed with the reimbursement.
  
  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: 07/30/2024

  Hello *******,
  
  Thank you for the details shared. Your frustration is understandable, and we would like to make it right by sending a replacement robot your way, all we have required both here and through our Product Support portal, is your reply stating that you accept the offer, and we will gladly follow through. As for the reimbursement, we are outside the 60 period as per Return Policy here, we appreciate your understanding.
  
  Looking forward to your response, for anything else please let us know.
  
  Thank you,
  
  iRobot *************