Complaints

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

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Defective Roomba - Received an iRobot Roomba ************************************ Dec. 2022, it was purchased in Nov. Months later (w/i the 1 yr warranty) the robot began having problems charging. I noticed that one of the contacts on the charging base was getting hot. In addition, one of the contacts on the underneath of the robot was depressed. I would have to prop it up in some fashion, or put something heavy on top of it to get it to charge. I contacted iRobot and was sent a replacement. Several months later, I noticed the same problem w/ the replacement. Again, iRobot was notified, again they replaced it. The same occurred. I received the 4th replacement last week. I have not been able to use it, when I took it out of the box and placed it on the charger, a set of corresponding contacts, both on the base, and the underside of the vacuum were hot. I removed it from the charger and it has been sitting ever sense. I immediately reached out to iRobot. They are wanting me to start a new process. I have voiced that I have no desire to do so. I have given them ample time and opportunity to make it right. I want a refund of some sort to purchase a vacuum that works.

  

  Business Response

  Date: 06/26/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Roomba 694, this is not the experience we want for any of our customers.
  
  After reviewing your contacts with support we found case # 10204952 in which we have requested some data that supports the claim and for further review. Please bear in mind that refunds are only given to customers within the first 60 days after purchase and your robot is no longer covered under warranty. We'd like to take a look to the evidence and take it from there, bear in mind that robots need regular maintenance and we'd like to ensure that the robot is taken care of adequately. 
  
  Looking forward to your reply. Should there be anything else we can assist with, do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:06/21/2024

  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.

  Purchased a Roomba Combo J9+ on March 10 from the company website which advertised 90 day free home trial at the time(which turns out to be a website glitch as per the support agent later). Paid almost $1700 including the 3 year protection plan. It worked fine for 2 days and then started giving performance issues. I called in a number of times since then with no proper resolution until its completely stopped working. Then i called in again and a lovely support person suggested i can get a replacement robot so i asked will i get to try the new robot for 90 days as advertised for which she suggested the home trial is only for 60 days and not ******************************************************************************************************* an exception at that point and considered 90 days in my case so that will let me return the robot and get a full refund but she also gave me a second option where i can get a replacement robot with a 60 days home trial to which i agreed and i received a new robot and returned the old one. The new robo had issues right out of the box and i had to deal with support again for 3 days and finally got it to work for 2 days and the issue is back again. Now i' asking for a refund and my request is being denied saying the 60 days home trial applies from the purchase date of the original robot. I asked them to listen to the call recording from May 31st and verify if the agent confirmed the new robo has 60 days home trial regardless which is going nowhere. I'm in deep waters with a broken robot and no refund. However, i got hold of the agent who suggested a replacement and at first she suggested i can return with no issues and now she changed her mind and started denying the refund. I'm feeling helpless at the moment and i have more to describe but due to limited word count i couldn't say it in brief. FYI, they fixed their website today June 21 after i reported on may 31. this shows how serious are they with customer service.

  

  Business Response

  Date: 06/26/2024

  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.
  
  After reviewing your case we have determined to honor the offer made to refund you for your purchase, we have reached out to you via support ticket 10309109 and will be awaiting for confirmation of the robot being returned to our warehouse in order to proceed further.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/04/2024

  [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:06/17/2024

  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.

  I purchased an Orion a cleaning vacuum product in November 2023. After only a few weeks, it broke and I had to mail it back to iRobot for repairs. It was sent back to me weeks later and the issue was still occurring. After numerous calls and emails with the company, they agreed to a return and refund of the product, which occurred in February 2024. Since February, I have received only a partial refund and based on the most recent email from iRobot, they will not provide me my refund. Their customer service on all levels has been unhelpful and they have not addressed my questions. I am left with no product OR money for my return. I am requesting the BBB review their company, help me get my refund, and warn other consumers of their practices. My email thread ID with the ********************** service representative is: thread::dn-2jaBKJCaCq3hvbg5Ayik::My order number is: US00916323

  

  Business Response

  Date: 06/20/2024

  Hello ******,
  
  We are sorry to hear about the inconveniences experienced with your former robot, this is not the experience we want for any of our customers.
  
  We have reviewed your case and given the unusual circumstances presented since your first claim, decided to issue the remainder of the reimbursement in the form of a cheque given that the window for a refund is closed. Please provide us with the most updated physical address of residency we'd like us to send it to, preferably within the following 5 days to prevent any further delays.
  
  We'll be waiting for your reply. Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 06/26/2024

  [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 rectify my issue; however, it does not satisfy my concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved; however, I still believe that iRobot's handling of this case represents its failure toward customer service and business practice laws. The entire process, spanning over 8 months, was daunting. Although I have been resilient against iRobot's failures, others may have given up and accepted their hundreds of dollars as a loss. I would expect iRobot to take advantage of this to maximize profits toward the company while creating such hard circumstances for consumers that they accept their loss. I recommend the BBB consider looking into iRobots business practices to ensure they are not carrying out similar actions against other consumers. 
  
  Regards,
  
  *************************

  Customer Answer

  Date: 07/17/2024

  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. 

  My address is **************************************************** 

  

  Business Response

  Date: 07/17/2024

  Hello ******,
  
  Thank you for taking the time and sending the shipping address.
  
  There will be a release form sent over to you now, please expect this to come in via email and directly from DocuSign. If the release is signed by 12 PM EST this Friday, the refund check will be included in next week's pay run, which processes on Wednesday and mails out next Friday.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:06/04/2024

  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.

  I purchased Roomba combo J+9 Nov 2023 that would not charge correctly, refill or empty. Irobot sent new Roomba but it will not self empty. I have phoned customer service five times and have sent ******************************************************************************************** but no one ever did.I have owned several Roombas and have been extremely happy with all of them until now. I owned the Roomba self emptying J7 with no problems at all. I donated it when I bought the newest model thinking that I would have the excellent customer service I have always received from iRobot. I paid $1069.99 buying directly from their web site feeling that I would continue to receive customer service. I am not receiving replies from any of my emails.Reading the warranty online, I feel this Roomba is covered. I would like to receive support to get it to work properly; send it to be repaired; replaced with a working Roomba or at least a Roomba that can self empty.If they are not going to do any of the above, I would like it in writing that they are not so I can donate this Roomba and, sadly, buy a competitors that works.I am a longtime customer of **********************. I still have my original Roomba and iRobot mop. I do not want to switch to a competitor. I sent an email to iRobot a week ago that if they dont reply, I was going to file this complaint. It seems like its the only way I may get a reply from them.

  

  Business Response

  Date: 06/04/2024

  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.

  We were able to find the diagnostic data showing vacuuming errors with this robot and will be glad to follow up on the best resolution.
  [Insert complaint specific resolution plan/proposal and/or rejection to the settlement request]
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 06/04/2024

  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 # ********. 

  The reply states they were able to find the errors with my Roomba but no one has contacted me how to fix the Roomba. I tried it right now and it is still having the same difficulties. It will not self empty, although I have cleaned everything with the magic eraser like the video, blowing out the area. Rebooted it and reconnected it to the Internet several times. I have started it, let it go 8 and send home, but it will not empty. it will state its emptying on the app, but there is no noise and nothing happens.

  There is nothing blocking it and it is sitting right next to the modem. I have had an engineer and a computer programmer try to help me, but it will not empty. I have deleted the app and re-entered the information but nothing works.

  I have sent 14 emails and made 5 phone calls. I am hoping you can help me get it to empty. If you cannot, I would like to have that in writing. I have been a Roomba customer for so many years; have given many for gifts and have always owned the latest models. But if you cannot help me, I am going to buy a different brand from now.

  Regards,

  ****

   

   

  

  Business Response

  Date: 06/04/2024

  Hello again ****,
  
  Please ignore the previous response as it was submitted incomplete by mistake.
  
  We are sorry to hear that you are not enjoying your Combo j9+, it's not the experience we want for any of our customers.
  
  We were able to find the diagnostic data showing vacuuming errors with this robot and will be glad to follow up on the best resolution. We'd appreciate your help confirming the following troubleshooting steps have been observed and try to empty the robot again:
  1. Confirm the Clean Base has power.
  2. Ensure you have the correct Dust Bin with the Evac Port.
  3. Perform a robot reboot.
  4. Test evacuating again.
  5. Robot Maintenance No empty Bin Button on the App.
  6. Clean Base Maintenance.
  a. Lid and Bag.
  b. Charging Contacts.
  c. Clog in the Base The Clean Base is evacuating multiple times.
  7. Remove the robot from the Clean Base.
  8. Push down the Canister Lid to ensure it's firmly sealed.
  9. Remove any debris from the debris evacuation port on the bottom of the Clean Base.
  10. Unplug the Clean Base from the wall.
  11. Place the Clean Base debris evacuation tubing on the bottom and then remove any debris
  12. Once the clog has been removed and the Red LED is no longer blinking, place the Clean Base upright
  13. Place the robot onto the ***************** Press and hold the HOME button for ****************************************** the Clean Base and empty the Bin.
  
  Should the issue persist after completing all of the steps above please let us know and we'll send your robot to repair free of charge. It will be picked up and returned to you at no additional cost. Should any pieces need to be replaced or the robot itself is deemed not repairable, the repair facility will provide you with a replacement in working conditions and give you a three month warranty on the job. Your original warranty will continue until November 2024 as usual.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 06/05/2024

  Thank you. I have tried all the steps you mentioned before, but I tried them a few more times tonight with hopes it would work. Sadly, the Roomba does not self empty and there is no noise/attempt but it will state on the app the bin is empty. I tried to attach photos and a video, but it is too large to send on this site. Let me know if you would like additional photos or videos.

  Although I will miss having the vacuum option with the Roomba, I would like to send it for repair as soon as possible. Please send me the label and how I can return for repair.

   

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

  2948 Post Rock ct 

  ***************** 34688

   

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

• Initial Complaint

  Date:06/02/2024

  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.

  April 2024 I was sent my third I Robot. First did not work after about a month. they replaced, and same trouble with the second. They lost it after I returned it. Then they sent me a refurbished one which I refused because mine was a new one to begin with. Then they sent me another and it has NEVER worked. I have called, sent more then 30 emails and contacted corporate headquarters. No one will get back with me at all. The first email I sent contained all info they need (I am used to the protocol by now). Then they wait days to get back to me and ask for all the info I already sent. I re send and have never had any response.

  

  Business Response

  Date: 06/03/2024

  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.
  
  We were able to verify your case history as well as confirm from the robot's diagnostic data available on the cloud that the robot continues having vacuuming issues.
  
  At this moment we believe that the best alternative would be upgrading your robot to a newer model with better navigation technology, being the Roomba J7+ also a self-emptying robot. Should you choose to accept this proposal, all we need to proceed is the receipt of purchase from an authorized reseller, you have provided us with screenshots of the App but this is not a valid type of receipts.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 06/04/2024

  [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,
  
  ***********************

  Customer Answer

  Date: 06/04/2024

  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 appreciate your help with this and I will happily upgrade but I still would like a full refund for the initial tobot. The information I sent to you via the picture is all the information I have from them as THEY are the ones who have sent me the first, second(refurbished which I refused) and the third. This is all the information I have at this point because of that. The serial number and "birthday" (purchase date) is all they have ever needed in the past.to resolve the issue and now they are just giving me the run around.
  
   Thank you,
    *********************** 

  

  Business Response

  Date: 06/05/2024

  Hello *****,
  
  Thank you for your message. Given that there are no internal records of your purchase from our website, we must then verify that the robot was purchased from an authorized reseller and not from a source that can not guarantee you that you purchased a legitimate, new robot.
  
  We will be glad to upgrade your robot under those conditions but will not be able to offer a refund, again, because the robot wasn't purchased from us directly and because it's outside the 60 day product return / refund window. We appreciate your understanding.
  
  We'll be waiting for your response, should you accept the upgrade we'd appreciate you include the receipt.

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

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 06/05/2024

  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,

  *****

   

   

  

  Business Response

  Date: 06/11/2024

  Hello *****,
  
  To find a possible answer, it's is very likely that in previous communications with Support, the correct Warranty validation was missed as there are several purchase orders from the website that *** have been looked at a glance and interpreted as a Roomba purchased from our website and therefore a replacement was sent to you.
  
  Since reception of this complaint, a standard overall validation was performed and at a closer look we were unable to find the correct validation of Warranty. Also, on May 26th, from your Support ticket 10257978, we shared with you this Support article where it's pointed with specificity what is considered valid proof of purchase and what is not. We are committed to help you and all we ask for is proof that this robot was purchased from a legitimate, valid reseller.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 06/13/2024

  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. 

  I have provided them with all the info the from the original purchase, they have sent me 3 more units which I have sent all the info to you on. Again is attached the original purchase, this is NOT the unit I have today. They have sent me 3 others, so by now they have all the info on the units.
  

  
  

  

  Business Response

  Date: 06/13/2024

  Hello *****,
  
  Thank you for finding the order from Amazon, please bear in mind that for that screenshot to be valid it must comply with the requirements specified in our Support Article here. At this time, from the screenshot we're still missing:
  - Customer's name,
  - Shipping and Billing address and
  - Purchase date.

  Alternatively, you may as well download the invoice by following these steps:
  - Go to Your Orders,
  - Select Invoice underneath the order number,
  - Select Print this page for your records on the top of the order summary,
  - Select your browser's print button.
  
  Looking forward to your response with the requested invoice.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:06/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 11th I got an email about my iRobot select membership 064 my husband called him because I'm going through cervical cancer and we were low on money. May 19th my husband called in and they credited one payment so the total owed was $32. Today June 1st he paid and then they charged him double saying that he would owe the original amount. Even on the website I showed I owed $32. clear bait and switch. Spoke with ***** who refused to hand me over anyone and didn't take any responsibility and said that we owed and then he even said oh I do see there was a payment made sorry nothing we can do. I don't have any extra money to give I need this refund it and at this point I think I should have a couple months free

  

  Business Response

  Date: 06/04/2024

  Hello *******,
  
  We are sorry to hear about your health problems, certainly sending our best wishes for your quick recovery.

  We were able to validate your claim but find it necessary to explain a bit better what actually happened. By the time you reached out to our Select program, there were to pending payments, and a courtesy credit was issued, but said credit was not applied immediately, it will post to your account by June 11th. Please note that a credit does not clear pending payments.
  
  Now that the payment for the pending months has been taken care of, next month will have a $32 credit applied to it. We have also taken internal measures for exception scenarios such as yours are communicated more clearly to our customers.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 06/04/2024

  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 did not want to pay $62 I want my $32 refunded. My bill said 32 and then you took 60 something from me deceptive bait and switch

  [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,

  *******

   

   

  

  Business Response

  Date: 06/28/2024

  Hello *******,
  
  Thank you for your response and patience. We want to make sure you were able to see the $32 credit posted to your statement, that is the credit offered and hope it helps clearing the concerns you had in this regard.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/31/2024

  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.

  This is ridiculous. I never received my iRobot tried to contact them through email and through telephone. I talk to them twice on the phone and its been six months since my product and I never received it so now theyre telling me that my tracking number is expired and they cant track it and they are saying that I have to wait a little bit longer for the investigation to be be continued or whatever, and now I said how long I have to wait and the representative told me they dont know and Im like it takes six months to a year so I have to wait one year two year even five year to get my response. What kind of company is this Id rather just buy a shark robot which I did back in December because my iRobot didnt come and it was amazing , God, I will never recommend iRobot to anyone. Their customer service is horrible. The representative couldnt even pinpoint what the solution would be. She just kept saying oh the robot is registered to your account while I told her that one of the other representative blackmailed my robot and my account and they did try to locate it and they could not locate it. The last time I talked to them was in February and thats the guy his name was *******. He said he blackmailed my account just to see if they can pinpoint the robot and he told me to wait so I waited until ***** contacted again and the representative told me they will escalate it to the supporting team division whatever and that they would contact me soon it been a month and a half after that incident and I still havent gotten a response so I called them up today May 31 And she told me she couldnt get a response and I would have to just wait it out so I asked her what about Ive been waiting for six months now I have to wait a year two years she said she didnt know ridiculous

  

  Business Response

  Date: 06/03/2024

  Hello *****,
  
  We are sorry to hear about the issues with your Roomba j5, this is not the experience we want for any of our customers.
  
  We have looked at all the corresponding historic data on your robot and conclude the following:
  * The robot was purchased from our website on 12/12/23
  * The robot was then registered under your account on 12/17/23 with email address "*******************"
  * There is diagnostic data from the robot to the cloud starting on 12/17/2023 when the robot was sent on a training run
  * There are records showing the robot being used throughout January, February and lastly on 3/5/2024

  We then have enough evidence to confirm the robot was indeed received and registered to the ******************* address. We will go ahead and remove the robot from the blacklist so that you're able to use it from the App, we will not be able to issue a refund or replacement for the aforementioned reasons.

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

  Customer Answer

  Date: 06/04/2024

  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.]  I will not accept this because they told me they tried relelocating it and literally 6 months later no reponse and now they said they cant do a refund or replacement so basically they are saying I am lying about receiving my robot and I told them I never registered it to my account this is a big company and to be honest for future reference shark is the best company for robots iRobot is a rip off they just say what they can to cover up the fact that they couldnt handle one simple issue. I have all my emails regarding this issue 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/11/2024

  Hello *****,
  
  Thank you for your message. We are sorry to hear you are not satisfied with our previous response.
  
  It's never been our intention to imply that you are lying, we are simply pointing out to factual data and logical arguments such as the reportedly missing robot being registered under this very email address you're contacting us from ********************* registration records that match the purchase date, lack of a *** claim (requested January 7th on support ticket ********). These are the reasons why we can not issue a replacement or a refund and we sincerely appreciate your understanding.

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

  Customer Answer

  Date: 06/12/2024

  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. 

  [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

  ok so basically I did file and I did tell the representative that I filed *** told me to contact third party because they told me that I need to contact you guys for anything and if needed further than you guys can contact them. 

  
  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:05/29/2024

  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.

  On November 27, 2023, I purchased an iRobot Roomba Combo i5 Robot ************ for the amount of $229.00 through Amazon. The product comes with a 1 year warranty and I purchase an additional 2 year warrant through Asurion. On May 27, I contact customer care about an issue with the Roomba. The Room does not pick up debris on my carpets and leaves dirt and clumps of debris on the carpets. I advised that I did trouble shoot the Roomba as referenced on instructions; however, the problem persists. In speaking with customer support representative ************, to trouble shoot on his end, he contacted via camera as I ran the Roomba to show the debris it was leaving behind in one carpet area. The Roomba would also say the bin is full, even though it would be empty. The representative concluded that it was my carpet and that he could send me parts to replace in the Roomba. I informed the representative that I have carpets through my home, and the subject area, was just one room and would be impossible to come to such diagnosis without having watched the Roomba on my other carpets. Again, ************** said it is my carpet that is the problem. I informed that I have a warranty on the product, which I am 7 months into, and that the company should honor the warranty if the product is not working. I have no knowledge of how to replace a part in the Roomba, so sending me parts to replace is not only unsatisfactory but would make me responsible should anything else go wrong with the product. I am merely asking to be fixed or replacement of my item in accordance with the warranty. The product Order #***-9885898-2023440. Thank you.

  

  Business Response

  Date: 05/30/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your Roomba i5, this is not the experience we want for any of our customers.
  
  We have reviewed your report and documentation, as well as the diagnostic data uploaded by the robot to the cloud and found no evidence of the robot malfunctioning. There is one report for the full bin and no errors associated with poor performance. We also want to make sure that the robot is receiving regular maintenance as well as the recommendations from this support article are properly followed.
  
  We'll be glad to replace your robot as a one time exception should you be able to provide us with the receipt of the purchase from an authorized retailer. Looking forward to hear back from you.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 05/30/2024

  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. 

  [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.]
  

  I conditionally accept the business response, however, the business has provided no contact information or instructions to ensure the replacement of the product.  Additionally, the invoice for the product purchase with order number was already provided with the complaint. 

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

  ****

   

   

  

  Business Response

  Date: 06/03/2024

  Hello ****,
  

  Thank you for your response. At the time that we received your complaint there were no attachments visible on the case but today two pictures showed up dated 5/29/2023. One of said pictures is a partial screenshot of the Amazon receipt for the purchase of your i5 and we have decided to accept it as valid.
  

  In regards to the contact information we're really not sure what you require in that sense but to ensure the replacement of the product we only need you to confirm the shipping address shown in the receipts and we will gladly send a replacement your way.

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

  Customer Answer

  Date: 06/13/2024

  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. 

  I am following up on the above complaint.  The business IRobot greed to a replacement of my product under warranty, but has not honored the replacement.  Their request for purchase invoice and verification of my address, was provided in the complaint and accepted  by the business.  The continue to send me emails to diagnose the product issue.  Thanks for any assistance.
  
  ************ 

  

  Business Response

  Date: 06/13/2024

  Hello ****,
  
  Thank you for verifying your shipping address.
  
  We are sending the replacement to **************************************************************************************************************
  Order number 07741450. You will also receive a return label for the robot that's being replaced, it should arrive in your email within the next 24 hours, please print and stick it to the shipping box for the return.
  
  We hope you enjoy your Roomba going forward, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charging me next day delivery when they don't even have the part needed in stock to deliver to me. Plus, ********************** and Attitude from iRobot C.S. Reps in the ***********!

  

  Business Response

  Date: 05/29/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your i1, this is not the experience we want for any of our customers.
  
  We understand your concern about a delayed wheel module and the 2nd day shipping charges. 
  
  We took a look at the order and it seems the item was out of stock at the moment it was placed, however, when that's the case, the website will show you the expected time for the order to be sent (please see the screenshot attached), and your 2nd day shipping will kick in once the warehouse has allocated your order. We have refunded the shipping cost for this item and it should post to your statement in the next cycle.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have initialized a trade-in request on irobot.com and send them the unit, and they processed this extremely slowly and nearly impossible to reach the customer support personnel.

  

  Business Response

  Date: 06/03/2024

  Hello ********** style="color: rgb(32, 33, 36); font-family: Roboto, Arial, sans-serif; font-size: 16px; font-variant-ligatures: none; letter-spacing: 0.1px; white-space-collapse: preserve;">
  We are sorry to hear about the delay receiving your Trade-In coupon, this is not the experience we want for any of our customers.
  
  After receiving your complaint we were able to locate your case and pushed for the code to be sent your way, we also confirmed it was already shared to you on May 30th. We'd like to give you a token of appreciation for patiently waiting, just let us know which robot you got with the code and we'll fix you up with some consumables for it so that you can continue enjoying your robot.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 06/03/2024

  [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,
  
  Hao-yu Yeh