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:05/01/2024

  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 manufactured warranty with irobot and purchase receipt from Amazon. irobot will not accept it because it dies not follow specific formats. Amazon does not give receipts in that format. when I contacted irobot they said they could not help and deal with it.

  

  Business Response

  Date: 05/03/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Roomba from the * series. This is not the experience we want for any of our customers.
  
  Regarding your complain, we have checked from our end and we found that you contacted us in 3/21/2024 and 5/1/2024, in both instances we requested that you shared with us the receipt for your purchase in order to validate the Warranty. When you kindly shared the receipt with us, we were able to determine that according to our list or Authorized Resellers, "SAVEABIZ" is not authorized to sell iRobot products and therefore, we're unable to issue a replacement robot.

  Additionally, you shared with us a screenshot of the status of your claim with ******** and it states they have already approved your return request (support case # ********). We'd kindly advise that you reach out to them to initiate the process and have your purchase refunded.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  iRobot Customer Care

• Initial Complaint

  Date:04/30/2024

  Type:Sales and Advertising 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.

  Nothing but issues with this model of Roomba, *** spent more money on replacing parts on a new Roomba than I ever spent on my Roomba that Ive had since 2015. You get no response from customer service. Ive had this issue since purchasing. It doesnt follow the map. It doesnt complete jobs. It creates a new map. It has it completely destroyed a rug and zero responses from customer service, had none of these issues with the older model. The new model that I paid 699 for a disaster doesnt follow schedules makes up its own schedule. Its been reset. Ive done all the troubleshooting. It doesnt matter and customer service for Roomba doesnt care.

  

  Business Response

  Date: 05/03/2024

  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.
  
  By looking at some of your robot's diagnostic data, we can see it successfully complete several jobs and direct room cleaning missions. We also noted some failed attempts to clean and looked deeper into those, what we have found is that in some instances the robot is unable to start due to low battery (it may have been incorrectly docked), brushes stuck (they needed cleaning), which explain failed missions here and there and is expected. For this we would like to recommend that give your robot regular maintenance as per our support guide here.
  
  In regards to the jute rug you also mention, it's very important to clarify that our brushes are designed to spin very close to the floor for best performance and materials like jute may be deemed brittle for larger and more potent vacuums like the s9. We would like to advise that as part of your job prepping, the jute rug is removed and then placed back after the vacuuming is complete.

  Lastly, we'd like to replace your s9 for the performance issues you report and offer a brand new j7 instead, should you choose to accept this offer please let us know in a reply.

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

  Customer Answer

  Date: 05/06/2024

  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. 

  In your response you state that I need to remove a rug prior to vacuuming, if I did not state before or if I did, I will reiterate.  The mapping and keep out zones do not work correctly, I have done all of the troubleshooting and sent messages.  The vacuum sometimes follows the rules and on others does not, which is when the rug and edges has been damaged.  Your offer is to replace my s9 with a "brand new J7)  I have attempted to look up a "brand new j7) to compare it to the emptying s9 and the J7 does not seem to even exist online for purchase, only a J7+ is this the item you are offering?  I am not at all interested in losing the $699 s9 and being downgraded to another type if that is what is being suggested. 
  
  Is the J7 self emptying? Am I sending back the S9?
  
  To clarify I am not looking for a carpet cleaner the issue was not because I had it cleaning my carpets, however the Roomba regardless damages the edges of rugs. 
  
   If I am incorrect please advise as I would like to compare them and their features before agreeing. 
  
  I welcome your response and clarification.  

  

  Business Response

  Date: 05/08/2024

  Hello again *****,
  
  Thank you for your message, we'll be glad to clarify the points raised.

  1. The Roomba s9 is a larger, more robust robot with more suction power that *** not be subtle with certain types of fabric, specially if the suction power hasn't been adjusted for the specific floor conditions.
  2. We brought up the j7 as an alternative as it is more gentle with your floors and is also first of its kind with a more precise navigation technology as it was developed with a front facing camera, making it easier for the robot to navigate, map and detect objects. 
  3. The j7 that we offer is a self-emptying robot, same as the s9 and you *** identify them by the + symbol appended to the model name.

  Should you choose to accept this exchange, all we require is that you provide us with the receipt for the purchase of your s9, for validation purposes. We must ensure it was purchase from an authorized reseller since our internal records didn't return an order process from our website.

  Looking forward to your response and 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: 05/09/2024

  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,

  *****

  I attempted to file my response to the companies offer and somehow it shows I did not respond.  Can this get reset so that my reasons for the rejection are shown so that we hopefully come to a mutual agreement? Please see my message below, however it is not showing on the BBB site.  
  *******************************
  
  In your response you state that I need to remove a rug prior to vacuuming, if I did not state before or if I did, I will reiterate.  The mapping and keep out zones do not work correctly, I have done all of the troubleshooting and sent messages.  The vacuum sometimes follows the rules and on others does not, which is when the rug and edges has been damaged.  Your offer is to replace my s9 with a "brand new J7)  I have attempted to look up a "brand new j7) to compare it to the emptying s9 and the J7 does not seem to even exist online for purchase, only a J7+ is this the item you are offering?  I am not at all interested in losing the $699 s9 and being downgraded to another type if that is what is being suggested. 
  
  Is the J7 self-emptying? Am I sending back the S9?
  
  To clarify I am not looking for a carpet cleaner the issue was not because I had it cleaning my carpets, however the Roomba regardless damages the edges of rugs. 
  
   If I am incorrect, please advise as I would like to compare them and their features before agreeing. 
  
  I welcome your response and clarification. 
  
  

   

  

  Business Response

  Date: 06/10/2024

  Hello *****,
  
  Thank you for your message, we received the original back in early May and replied with the following response:
  1. The Roomba s9 is a larger, more robust robot with more suction power that *** not be subtle with certain types of fabric, specially if the suction power hasn't been adjusted for the specific floor conditions.
  2. We brought up the j7 as an alternative as it is more gentle with your floors and is also first of its kind with a more precise navigation technology as it was developed with a front facing camera, making it easier for the robot to navigate, map and detect objects. 
  3. The j7 that we offer is a self-emptying robot, you *** identify them by the + symbol appended to the model name.
  Should you choose to accept this exchange, all we require is that you provide us with the receipt for the purchase of your s9, for validation purposes. We must ensure it was purchase from an authorized reseller since our internal records didn't return an order process from our website.

  Looking forward to your response and 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: 07/02/2024

  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 accepted the proposal of a new vacuum from Roomba and now there has been no correspondence since then.
  
  **************************; 

  

  Business Response

  Date: 07/02/2024

  Hello *****,
  
  Thank you for your message, we received the original back in early May and replied to it, then again back in June 10 with the following response:
  1. The Roomba s9 is a larger, more robust robot with more suction power that *** not be subtle with certain types of fabric, specially if the suction power hasn't been adjusted for the specific floor conditions.
  2. We brought up the j7 as an alternative as it is more gentle with your floors and is also first of its kind with a more precise navigation technology as it was developed with a front facing camera, making it easier for the robot to navigate, map and detect objects. 
  3. The j7 that we offer is a self-emptying robot, you *** identify them by the + symbol appended to the model name.
  Should you choose to accept this exchange, all we require is that you provide us with the receipt for the purchase of your s9, for validation purposes. We must ensure it was purchase from an authorized reseller since our internal records didn't return an order process from our website.

  It appears as if our response isn't coming your way, we sincerely hope you receive this message and will relay to the BBB the issues we're facing in communicating with you. Looking forward to your response and 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: 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. 

  Complaint ID: ******** I recedntly responded to the BBB that I would accept the offer from IRobot however my responses are not being sent or seen. I received a message that my issue was closed because I had not responded when in fact I had. Message to the Business on Tuesday, July 2, 2024 ***************************** iRobot Corporation *************************************************** Dear *****************************: After you responded to complaint # ********, BBB received additional customer comments, rejecting the business' response. Comments from Customer: **********************: 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 accepted the proposal of a new vacuum from Roomba and now there has been no correspondence since then. *******************************

   

   

  

  Business Response

  Date: 07/18/2024

  Hello *****,
  
  We have reached out to you via email from your ticket with Support, as it appears that our responses here are not being delivered to you.
  
  Regards,
  
  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. 

  I have repeatedly stated that I tried to respond and i am still getting a message that I did not. I accepted the solution sent by IRobot after they clarified the type of robot that they would be replacing my current defective one with. I am frustrated that I am actually doing what I am supposed to do with the BBB yet none of it after the clarification from the IRobot company is showing or being logged by the system. Once again I am accepting the proposed solution by iRobot!! 

  

  Business Response

  Date: 07/22/2024

  Hello *****,
  
  For your comfort, we recommend that you continue receiving support with our ************* team with ticket ******** as it looks like we're having a communication breakdown via this platform.
  
  If there is anything else we can assist with, please do not hesitate to reply to support case 09678892.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:04/29/2024

  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.

  I purchased a Roomba S9 from Best Buy in late 2022. In late 2023, I contacted customer support due to the machine malfunctioning. Unfortunately, my initial emails detailing the issues went unanswered. Subsequently, upon following up with the same email thread, I was informed that the warranty had expired and that I would be required to cover any costs associated with repairs or replacement parts.As a loyal customer who has purchased multiple Roomba products in the past without issue, I am deeply disappointed by the lack of responsiveness and customer service exhibited in this instance. It is disheartening to have my concerns dismissed and then be presented with a financial obligation due to the delay in response.I urge the company to reconsider this course of action and provide a satisfactory resolution to address the malfunction of my Roomba S9. I trust that my concerns will be taken seriously and that a satisfactory resolution can be reached promptly. Thank you for your attention to this matter.

  

  Business Response

  Date: 05/03/2024

  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.
  
  We have checked internally, both the support logs and robot diagnostic data and are able to verify your claim. For this, we'd like to offer a much owed apology.
  
  We would also like to offer to replace your robot for free, should you choose to accept it, please let us know in a reply.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 05/04/2024

  [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 and full replacement of my S9 roomba 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:04/28/2024

  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 Irobot j7+ on november 2023 The robot from the beginning wasnt working as intended, I tried to troubleshoot for couple of weeks but nothing solved it. ****** has frequent disconnects, navigation errors and cleaning problems. I contacted Irobot with more than 10 times to solve it.on 10th time we were able to diagnose the problem and it did not solved anything.They kept me waitin another month to escalate the situation.And then they again transferred me to the beginning for diagnose problem.When lost my temper they decided to escalate the case again but this time another clown like person started giving me dates for calling. My request was simply to change this robot since its not even working at all. Irobot is refusing their problems with their devices and are not backing up their products. Real problem is not robot diconnecting but the company is already disconnected from its products...

  

  Business Response

  Date: 05/03/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your robot, this is not the experience we want for any of our customers.
  
  From our end, we have reviewed order CA00062337 and found that the robot has been returned and received by our warehouse, as well as the refund processed. Please check your email for an automated message dated 4/28 informing you about the return received and credit posted. 
  
  Since the payment was processed with ApplePay, the refund could take a few days, we appreciate your patience and would kindly advise you to monitor the credit on your end and reach out to them for any delays. We will be marking your ticket 09484098 with Product Support as resolved.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  iRobot *************

  Customer Answer

  Date: 05/03/2024

  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. 

  Its not an apple pay order I bought the item from tsc.ca not from their store.. even this supports my clam that they dont have any idea how to run a business.. we are in communication over 2 months and no one helps they just reroute/ transfer and doing useless stuff. thread::S4CUIZr5LeWanmy5yOGJ6ik:: on the mailing and no *** returns anymore.. 

  
  
  
  
  
  
  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,

  Deniz

   

   

  

  Business Response

  Date: 05/07/2024

  Hello again *****,
  
  Thank you for your reply and clarification.

  In our last communication, we were unable to find a recent internal order for a Roomba j7 but came across your case 09484098 asking for help returning a robot and went that way. We understand now that you purchased said j7 from an authorized reseller, those orders are issued and logged in the third party's data base, not ours, hence why we were unable to find it.

  Thank you for providing the *** receipt, it has also helped us validate the purchase from a valid source. Regarding your request for a robot replacement, we've also noticed that you raised another support ticket with us (********) and that the team member handling it has already issued the replacement order 07650704 which Purolator Shipping Tracker shows as delivered today (May 7th, 2024). We sincerely hope you get to enjoy your robot, it has undergone a developmental process of years to ensure best performance.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:04/17/2024

  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.

  Here's a summary of what has happened.On November 27, 2023, I ordered my J9 Combo.For several weeks, it worked perfectly with only occasional manual intervention needed - as expected.In January, I received an email that my J9 had received some software upgrades.In January, my J9 started experiencing communication errors, trouble emptying the bin, it would randomly stop mopping on a job, and charging issues. I spent a couple of weeks troubleshooting.On February 18, I was frustrated and called support for help. ****** helped me troubleshoot the issues and asked me to try it through the week and see if I still had problems. I emailed that I was still having issues and received no response.I called support again on February 24, because my J9 said it "Could not detect the battery" and support walked me through removing and replacing the battery. It still would not connect. I was not offered a refund within 90 days of my purchase but, instead, of a replacement of my J9.I received my new J9 on February 29 and began using it only to start having the exact same issues with communication errors, trouble emptying the bin, it would randomly stop mopping on a job, and charging issues.I began troubleshooting and, first, thoroughly cleaned my entire house to give it a freshly cleaned surface to start with. This didn't help. Then, I followed all the instructions provided to me to clean the bin and sensors, clean the charging plates, reboot the robot, etc. It still has not worked and I get continuous errors on the J9.I have been in contact with Roomba support since February 18 but they refused to resolve my issue. It has been 23 days since I requested a refund. The last response I had was last week when I was promised a resolution by an escalation team member named *** by last Tuesday. I have not had a single response from iRobot since and I have follow-up almost every day.

  

  Business Response

  Date: 04/26/2024

  Hello ********,

  We are sorry to hear that you are not enjoying your j9+ robot, this is not the experience we want for any of our customers.

  An internal team member has reached out to approve this refund, please keep an eye out in your email for further instructions on how to processed with this refund.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:04/17/2024

  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 an extended warranty for my IRobot #3 , I have more than a month waiting for the replaced of the Robot because the directional wheel is not working and the Robot cant go back to the base or their house, this Robot was a present for my mom that is 85 years old and helps her to clean the house, but now its impossible to put the Robot in service because usually now its stocked in bad position in the Robot base or house to empty the container and charge again the Robot, every time that I call the company its an excuse and they dont do nothing.This is a joke to me as a client, specifically that in the middle is an older lady ( my mom )

  

  Business Response

  Date: 04/26/2024

  Hello ******,

  We apologize for the delay in assistance, this is not the experience we want for any of our customers.

  The extended warranties manager has been notified of your situation and an representative from the extended warranties team will be reaching out shortly to file a claim and process a replacement robot for your mom.

  Please let us know if there is anything else we may assist with.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/29/2024

  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 code number or case number 6485043710E56 I called again to IRobot and my mother 85 years old still waiting for the extended warranty replaced the robot otherwise I can't used if I am not there because the robot doesn't find the base because the directional wheel doesn't work. Please help 

  

  Business Response

  Date: 04/29/2024

  Hi ******,

  We have followed up on this for you and we can see that you were contacted by an agent on Friday who processed a claim and replacement order# ******** on your behalf.

  The order will be going out on (2) shipments, the first one processed on *** tracking# 1Z19F1V80204608678 and the second order is currently being fulfilled at the warehouse. A second email with tracking information on that part of the order will be sent as soon as the order ships which looks like should be today or tomorrow as it has been picked and packed.

  Please let us know if you have any additional questions.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:04/17/2024

  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.

  I purchased an iRobot from this company on 12/22/23 for $1,130.64. iRobot offers a "hassle free guarantee." All I am to do is notify them that i would like to return the item and they will send me a return shipping label.They will then issue me a refund. I called iRobot to let them know I would be returning the item on 12/30/23. IRobot issued the label and I affixed it to the item and brought it pursuant to the label instructions to the *** Store. *** Store refused to accept the item because it label was only for 1lb of freight. The item I was returning weighed 48 lbs. I went back and for with iRobot for months to get a proper label while iRobot support agents insisted I could use the label they had already issued. I disputed the transaction with my credit card on 1/13/24 and received a provisional refund. iRobot corresponded and got the refund reversed but at least finally got back to me 3/12/24 and issued a proper label that I needed. Meanwhile, the dispute was resolved against me for not shipping the item back. Using the new label, I sent the item back, but I have not received my refund. I checked the tracking info and it showed as "delivered" on 4/9/24. I contacted iRobot again through email on 4/12. They said that the item had not been delivered to their warehouse. Today, 4/17, I called iRobot customer service to explain that they still owed me the refund because under the "hassle-free money back guarantee" I did what I was supposed to do. A supervisor there named ***** told me that I had to wait for the *** investigation to close. I know from experience this can take months to over a year. iRobot owes me my refund now. The problem they are having with *** has nothing to do with me or the hassle free warranty requirements that I fulfilled on my end. I asked ***** for her supervisor's name and she refused, citing a policy. I asked her for a copy of the written policy and she refused to provide it. To say the least, this has been a nightmare.

  

  Business Response

  Date: 04/26/2024

  Hello ******,

  We apologize for the delay, this is not the experience we want for any of our customers.

  We see that the *** claim concluded the return shipment a loss, as such, we have decommissioned the robot so it will not be able to be intercepted, and we have manually received your return to push your refund.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:04/13/2024

  Type:Order 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 vacuum in October of 2022. Within 9 months (July 2023) (inside my warranty) the vacuum stopped charging. I spoke with iRobot and they sent me a new battery. The same issue occurred in September 2023, and I reached out to iRobot in February 2024 after the holidays. They had me send in my vacuum and claimed that it was fixed. In April 2024, the same issue with the same vacuum has occurred and after filing a complaint with iRobot, they are not abiding by the US Lemon Law and are not fully replacing the faulty product.

  

  Business Response

  Date: 04/18/2024

  Hello ******,

  We are sorry to hear that you are experiencing issues with your robot, this is not the experience we want for any of our customers.
  

  The first step in the warranty claim process is troubleshooting to determine the issue - we must determine failure prior to proceeding with a proper resolution. Often times a series of troubleshooting steps resolves the issue, sometimes a part replacement resolves the issue - if all else fails, we offer in warranty repair and/or replacement under warranty.
  

  If the parts and troubleshooting steps sent to you thus far have failed to resolve your issue, we would be happy to provide a replacement. 

  Please advise if you would like us to proceed with a replacement or free repair as guaranteed under warranty.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:04/05/2024

  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 cancelled my iRobot select membership about 5 months ago due to not having my house to use the robot vacuum. The cancellation process was easy and I wasnt given any additional information. I am now in a new house and want to use it again. I called customer service and they said I cannot reactivate my membership nor get a new one. She said that my robot is useless and I would have to buy a new one. Crazy that I cant use a vacuum that I paid for.

  

  Business Response

  Date: 04/12/2024

  Hello ****,

  We apologize for any confusion about our Select program and are happy to help clear some of this up for you!

  When you cancel a membership it isn't paused, it is truly cancelled and cannot be reactivated. If you would like to proceed with a Select membership following a previous cancellation, a new membership would need to be activated. Unfortunately, at this time, we are not offering new Select subscriptions, we do apologize for the inconvenience.

  As outlined in the membership contract and in the terms of service, while you do own the robot, Select robots will not operate without an active membership linked to it. Once you have come to the end of your subscription term, you are no longer locked in to a termed membership nor are you bound b/ye a termination fee. At that point, you would be free to pay on a month to month basis for the Select subscription service for the duration of your robot ownership and/or until you decide to upgrade through the program to the next available robot model when available.

  The monthly Select membership/subscription fees are not payments towards the robot, (as outlined and previously mentioned, the robot will not operate unless it is linked to an active subscription) the monthly payment is for the service provided when enrolled in Select a membership which includes but is not limited to a dedicated team of Select agents, automatic accessory replenishment, free replacement under a premium protection plan if needed for the duration of the membership, robot upgrade, etc. 

  If you would like to sign up to be notified when new subscriptions resume or for more information about iRobot Select, please visit our iRobot Select home page: ***********************************************;

  If you have any further questions regarding iRobot Select, please do not hesitate to reach out to us!

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/12/2024

  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.]
  
  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
  This was not explained and it is not right that I cannot use a product that I own. This makes it a $800 paperweight.
  Regards,

  ****

   

   

  

  Business Response

  Date: 04/16/2024

  Hi ****,

  This is outlined in our terms and conditions which must be accepted in order to proceed with a membership. For your reference, please review the following: *****************************************************************

  Unfortunately at this time, we are not actively accepting new subscriptions. You may sign up to get on the list to be informed as soon as we are accepting new memberships in the future with the link we provided in our previous response.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/17/2024

  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. 

  [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.]
  
  just because something is in the fine print doesnt make it right.
  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:04/01/2024

  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 vaccum from amazon. Under the product descprion and as adverstised, there is a 2 year manfucaturer warranty. I purchased the item on 7/12/2022, so the item is still under warranty. On 3/20/24, the vaccum stopped working. I contacted the seller and they attempted to reboot the item, with no luck as it still wont function. The item is not broken or anyhting, it fails to charge and turn on. SO that is a manufcturing defect and they acknowledged that. The seller told me to call Amazon, as I purchased it from their site, and seek a replacement as the item is still under warranty. I have been going back and forth between both parties, and each side alleges the other side is liable to replace and honor the warranty. The seller should not falsely advertise a 2 year manufucaturer warranty and fail to honor it. The seller is deceiving customers and falsely encouraging them to purchase their vaccum that has a 2 year warranty when today they deny this warranty exists for their product who shuts down after 15 months. Iwould appreciate a resolution and to replace my vaccum as they mislead to belief that there is a 2 year warranty and made me choose their vaccum over competitotrs that have a one year warranty. The seller cant not manupulate customers in this manner.

  

  Business Response

  Date: 04/05/2024

  Hello *******,

  We are sorry to hear that you are experiencing issues with your i2 robot purchased from Amazon, this is not the experience we want for any of our customers.

  iRobot does not and never has advertised or claimed to have a 2-year standard warranty, the terms of our limited warranty are clearly outlined on our website: *************************************************************

  Certain robots purchased through our Amazon storefront offer 2-year extended warranties in which iRobot covers the robots for the first 90 days and then additional coverage required beyond that time-frame is provided via claims made through a separate provider, this information is provided at time of purchase.
  
  We offer extended warranties with coverage periods of up to 4 years which are available on our website at the time of purchase, or upon request to our support team up to 1 year from the date of purchase.

  Unless you purchase a robot with the included extended warranty through one of the retailers such as Amazon who provide this option, or unless you purchase an extended warranty through iRobot directly, all robot purchases made from iRobot and/or through an iRobot authorized retailer are covered by iRobot's 1-year limited warranty.

  If your robot is experiencing issues that are not able to be resolved through standard troubleshooting or part replacement, ask the agent you are working with about our repair program and/or our trade in options.

  Thank you,

  iRobot ************** Team

   

  Customer Answer

  Date: 04/05/2024

  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. 

  I contacted the seller over 5 times and Amazon 4 times. Amazon states the description and and 2 year warranty are advertised by the seller as they have an official store on our website. kindly refer to the seller to honor the warranty as it is active. I went back to the Seller and tried to communicate this message with a genuine need of help; the seller kept denying this warranty exists even after I shared a link and image of Amazons website description for the same product.
  
  at this point, both parties, the manufacturer/seller and authorized retailer, where all parties are liable in the chain of commerce are failing to assist. Why advertise for a 2 year warranty on Amazon in a clear manner. And when an issue arises, the seller is pulling up hidden terms that were NOT clear once I purchased the product. That is clearly fraudulent and un transparent-advertising approach. One of the parties should be held accountable and honor the warranty as advertised once I purchased the product. I was mislead and wrongfully directed to believe that there is 2 year warranty and that defies the clear marketing approach for consumers.
  
  thank you. 

  

  Business Response

  Date: 04/12/2024

  Hello ********,

  As we previously stated, iRobot does not and never has advertised or claimed to have a 2-year standard warranty, the terms of our limited warranty are clearly outlined on our website: *************************************************************

  If your robot is experiencing issues that are not able to be resolved through standard troubleshooting or part replacement, please ask the agent you are working with about our repair program and/or our trade in options.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/16/2024

  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. 

  Hello,

  Your Denial is the issue at hand. The images and video clearly reflect a 2 year warranty advertised. As I previously mentioned, I purchased the item from Amazon, so I read the description and terms YOU stated in Amazon. Additionally, I spoke to Amazons agent on multiple occasions, they all informed me that the 2 year warranty advertised is from the Seller and the Seller should honor. 
  Your current acts clearly and denial confirm my claims:

  the Seller has falsely advertised a 2 year warranty for its products 

  the Seller fails to honor its advertisement 

  the Seller has zero customer satisfaction for low quality products it manufactures and claims it is  of high quality 

  BBB you can read for yourself and see how the Seller denial does not match the advertisements on Amazon.
  

  Thank you.  

  
  
  
  FAQ
  
  Regards,

  *******/******