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:01/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order US01031181 The purchase marks as delivered but we never received anything. Support stopped responding to us and ignores all messages, we were also blocked from opening a second support ticket. It's very scary for this company to do this to customers. We are being ripped off by iRobot. I really want you to help me solve this!!

  

  Business Response

  Date: 01/24/2024

  Hi *****,

  Our records indicate you were refunded on 1/18 for the order in questions. 

  Additionally, we can see that you currently have several open cases with agent responses as recently as 1/18.

  If there is anything else we may assist you with at this time, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/24/2024

  [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:01/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 27 November I made an online purchase of Roomba S9+ for $641.99 (purchase # ********). The purchase was made while activating the AAdvantage eShopping browser extension to gain 10x AAdvantage Loyalty Points. So far the loyalty points have not been awarded. the AAdvantage customer service desk has stated they have done everything possible to get iRobot to process the sale so that the points are awarded, but iRobot has not taken action to do so. This has resulted in a loss of approximately **** Loyalty Points.Additionally, the S9+ is terrible. It does not have good suction. It is noisy. It does not do a good job mapping the home. The Chinese made Xiaomi Robot Vacuum X10+ is a much better option.

  Customer Answer

  Date: 01/30/2024

  [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:01/16/2024

  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.

  Hello. I requested a refund for an unused Roomba S9+ on 12/16/2023. I shipped this back to iRobot and you can see from the attached they received it on 12/28/2023. Their policy is to return a refund within 14 days. They did not not. I have called 3 times. I was told on 1/13/2024 that I would receive my refund within ***** hours and it has been almost 4 days. I would just like a refund for an s9+ that I did return, unused, which is consistent with their return policy.

  

  Business Response

  Date: 01/17/2024

  Hi *********,

  We have done some digging and figured out the problem here: you placed (3) orders for s9's, each robot serial number is tied to the order it was sent on from our warehouse. The robot you sent back was not the one tied to the order you initiated the refund on, so when our agents checked the order for the robot serial number, they saw it was in use. We apologize for the delay and confusion, but are happy to report this is a quick fix!

  We have gone into the order that you initiated the refund on and manually received the robot tied to that order to push your refund. This process was successful and you should see your refund reflected on your account within the next 3-5 business days or less.

  For your awareness and future reference, S955020J221026N202305 is the robot you sent back and the two robots you currently have registered/in use are: S955020J221205N200687 and S955020J221026N202721.

  Please let us know if there is any other way we may be of assistance.

  Thank you!

  iRobot Customer Care

  Customer Answer

  Date: 01/17/2024

  [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:01/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased purchase an i5 robot based on the recommendation by the company for hardwood floors and pet hair. (This is our 6th iRobot and we have two other iRobots at our homes.)When we returned from 45 day vacation Rosey the Robot was outside on the covered porch and the pet sitter reported that there was a pet incident with the robot.I contacted customer support multiple times and they requested additional information each time such as pictures of the robot, serial number, and eventually a video of the robot behavior with and without the battery. Customer support did not offer any troubleshooting steps or service recommendations.-As an engineer, I conducted the following tests:Note1: Green indicator is lit ONLY when on the docking station and goes away when removed from the docking station. This indicates that the battery is NOT charging and is not able to be charged. Note2: I have three iRobots and three docking stations. The same behaviour is exhibited on all three docking stations. Note3: I am unable to perform a factory reset when the robot is on the docking station implying that the CPU/Mother board is not responding to commands.Note4: The battery reads 0.4 VDC from a voltmeter, so I replaced the battery with a known good (fully charged) battery from my other i5. The robot shows green indicator when NOT connected to the docking station. This implies that the battery in not the primary failure but the motherboard/CPU has failed. -Customer support responded that there were no repair or replacement options available and that I should have bought the i7 instead.

  Customer Answer

  Date: 01/25/2024

  The business notified me that the warranty did not cover pet waste incidents and they offered me $50 towards a replacement. I am not satisfied with the reponse. I purchased this specific product based on the recommendation of the website for pet hair and hardwood floors. The product only lasted 6 weeks and cost over $350.00.  There is no evidence that pet waist caused the failure and the company did not offer any diagnostics or repair options. I have attached the email indicating that they are not honoring the warranty.

  

  Business Response

  Date: 01/26/2024

  Hello ***!

  We are sorry to hear that ***** was involved in a pet waste incident and is now experiencing various technical difficulties. Please note that the i series robots are not covered under the pet owner's promise and a pet waste incident or malfunctions following a pet waste incident are not covered under iRobot's limited warranty.

  Having said that, we have gone ahead processed an i5 replacement for you under order ******** as a one-time only courtesy. Should your new i5 robot be involved in another pet waste incident, we will not be able to replace a second time. Per the owner's manual, please ensure that the area you are running your robot in is clear of obstacles and large debris prior to starting a mission.

  If you haven't already, you should be receiving an order confirmation email shortly, a prepaid return label will be on this email as well - please utilize the label to send your current defective robot back for further evaluation.

  If you have any questions, please do not hesitate to reach out to us.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/29/2024

  [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:01/11/2024

  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.

  Serial number ********************* Order number US00372828 I have been calling for weeks and I keep getting the runaround. It will not take charge, vacuum and the light keeps circling. They said itll be my extended warranty since I have purchased the warranty. Even though its still under the 1 year factory warranty. *** asked to speak to a manager and I have been told numerous times someone will call me back but will put me through my extended warranty. I havent even heard from them! I have wasted countless hours of my time trying to get this resolved and no one will help me! Their customer service is terribly rude! I do not see how they can make me use my extended warranty when its still under the factory warranty. I still havent heard from either. I purchased this from iRobot. This is completely unacceptable and unethical!!

  

  Business Response

  Date: 01/12/2024

  Hello ******,

  We are sorry to hear that you are not receiving the level of care that is expected, this is not the experience we want for any of our customers.

  We have found the case in our system which you are being assisted on and have reached out to our escalations team manager to have someone reach out to you today to file a claim and process your replacement robot under your extended warranty.

  We apologize for the delay in proper handling of your case but rest assured, you are now in great hands with our escalations team!

  If there is anything else we may assist you with, please do not hesitate to reach out to us here.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/22/2024

  [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:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal IRobot supporter from the very beginning, owning several of your machines over the last 20+ years.About 2 years ago, I subscribed (under this email address) to your Select subscription plan.At the time, the system did not allow you to have more than one subscription per account, but we have a very large house and intended to have one on each floor.We set up a second subscription under my husband: ******************* email: ********************* **************** created the option to have a second robot added to a single account. We attempted first to merge his account with mine. The company stated that was impossible. We then tried to cancel and send back one machine, and then subscribe again. We were told we would owe an insane amount of money to buy out the contract. So the work around the company offered was a $30 credit every few months. My husband was in a car accident and sustained a traumatic brain injury. He has not been keeping record of when to call to ask for this credit. Somewhere in the last month or so, his robot was deactivated and the robot balance was sent to collection. I was told by customer service there was nothing they could do to reactivate the account unless collections chose to forgive the debt. I called the agency, and I was told that iRobot must confirm the actual balance owed on the subscription before they would work with me. The total owed on the robot itself is just over $500-, if I am made to pay that to then be bound to continue being your customer after we have done backflips to stay your customer through the unfair charges and inability to save money, and the extra burden that I need to call repeatedly to argue with someone about credits every three months... it's old.I am asking for the account to be removed from collection- and either we send that robot back with nothing more owed- at which time I will subscribe for the second robot on my ONE account- or it be reinstated as is with all promised credits.

  

  Business Response

  Date: 01/17/2024

  Hello *********,

  We are sorry to hear of the unfortunate events leading up to this complaint, this is not the experience we want for any of our customers.

  We followed up internally with our corporate escalations department and learned that this issue currently resides with internal upper management for the Select team.

  We have been informed that your subscription was being instated and you were being removed from collections.

  If you would like any further updates, please follow up with the corporate representative that was previously assisting you.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/02/2024

  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.

  Enter in a 2 year agreement on the purchase of a roomba J7+ vac paid off the vac and mistakenly canceled my agreement not realizing in doing so makes my vac non usable. I've contacted company by email numerous times and conversed on the phone with them in a promise that they would escalate it that I wanted to continue my subscription ...have not been made whole and a ****** vac that I can not use because of their software being not activated anymore on my vac for it to work

  

  Business Response

  Date: 01/11/2024

  Hello ****,

  We apologize for the inconvenience and delay regarding your Select membership, this is not the experience we want for any of our customers.

  We have checked on your support ticket and it appears your membership has been reinstated at this time.

  If there is anything else we are able to assist with, please do not hesitate to reach back out.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/02/2024

  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.

  My iRobot stopped working about a month or so after purchasing it. I am trying to contact them for several months for support. I finally got a hold of someone and I was able to send my robot to them. They stated that it was going to need repaired or they would send a new. It is now been two months and I have had no update. Ive tried to contact iRobot several times and nobody will allow me to speak to anyone but customer service. They keep telling me that I have to call another location because they dont deal/do business with these repair places anymore. I said that *** already tried to contact the repair place and they have not returned my call call back. I spent $1000 on this product and no one is fixing it or reimbursing me. No one will allow me to escalate the call. I can never speak to anyone in customer service/HR at **********************. They keep sending me overseas to speak with someone. I have asked them to send me emails of documentation that they are no longer doing business with the one location even though they sent my robot there. No one will allow me to get any kind of contact information for higher-**** No one will respond to my email except they want more information about opening a new case. The other location has not returned my phone call back.

  

  Business Response

  Date: 01/05/2024

  Hello ******,

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

  Our agents provided the repair case number and *****************'s contact information for you to follow up with them on the repair as they are a third part vendor - were you able to contact ***************** for an update? If you were not able to contact them, this is something we'd like to be aware of so we can have our internal repair point of contact reach out to them regarding this situation.

  In any event, we would like to avoid any further delay, so if you would like to proceed with a replacement, we can process an order for you right away and expedite shipping.

  Please advise if you wish to proceed with a replacement robot.

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 01/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau and IROBOT
  
  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 would like a replacement for my iRobot.  I have not been able to get ahold of the third party at all after a few attempts. Thank you and let me know what you need from me .
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Replenishment Kit from iRobot on November 4, 2023 to replace parts on my iRobot vacuum that occasionally need replacing from normal wear and tear. The kit included 3 filters, 3 spinning brushes, and a pair of rubber brushes. When I was checking out online, the shipping estimate was 3-6 business days. I emailed iRobot customer service on November 15 to inquire about the packages whereabouts since the estimated delivery window had passed and I had not yet received it. The company responded on November 21 saying the package would be delivered that day. I responded to iRobot again on November 28 when the package still had not been delivered, and the company replied saying it would be delivered December 1. On December 5, I asked iRobot to please refund my account since I still had not received the package, and it was clearly not going to be delivered at this point. A new customer service agent at ********************** responded on December 14 asking if I had received the package. I replied the following day saying that I had not and again requested a refund. I did not receive a response. On December 27, I reached out again requesting a refund or a replacement sent with a discount by the end of the week, or I would submit a complaint to the BBB and truthfully share my experience in reviews. I have received no response. Please see the attached email chain to see details.

  

  Business Response

  Date: 01/05/2024

  Hello ******,

  We are so sorry to hear of the delay on your order, this is not the experience we want for any of our customers.

  This shipment appears to be lost in transit, we sincerely apologize for the inconvenience.

  We have refunded your order and processed a ****** as well as a courtesy.

  We are going to close your support case in our system, but if there is anything else we may assist you with at this time, please do not hesitate to contact us on that thread to re-open the case, or here on this BBB complaint.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:12/31/2023

  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.

  Since purchasing the iRobot i7 series in October 2021, I have had to replace the motor two times. Important to note, I paid $600.00+ for this vacuum. Most recently, the motor was replaced in September of 2023 and again in December 2023. Despite talking with customer service, I have never been provided a rational as to why the motor continues to fail. Each time the motor is replaced, it costs $70.00. I would like the entire vacuum replaced by iRobot. I have no confidence it isnt going to continue to fail. In lieu of replacing the entire vacuum, I would like to be reimbursed for the cost of replacing the batteries.

  

  Business Response

  Date: 01/05/2024

  Hello *****,

  We are sorry to hear that you are not enjoying your i7 robot, this is not the experience we want for any of our customers.

  All of our robots are covered under a 1-year manufacturer warranty, had these issues occurred within that one year, we would replace or provide the parts at no cost to your. However, your robot began experiencing these issues once it was already over a year after the warranty expired. Because of this, we are not able to provide a replacement robot or reimbursement for any parts purchased after warranty expiration.

  At this time, we would advise repair if your robot is still experiencing issues. Out of warranty repair costs $150 and if your robot is deemed "not repairable" a replacement will be sent to you.

  We are able to waive the repair fee as a one time only courtesy if you would like to proceed with the repair option.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/05/2024

  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. 

  No shipping information was provided nor was I informed how or where I am supposed to return the vacuum for repair. Additionally, you did not indicate if I need to return the tower as well as the vacuum itself. 

  
  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: 01/09/2024

  Hello *****,

  Apologies for the delay, we were waiting on your response to our last message to see if you wanted to proceed with the repair option.

  Now that we know this is how you would like to proceed, we will have an agent reach out to you to set up a repair case.

  The agent will provide all the information you need pertaining to the repair of your robot and the repair process.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/10/2024

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

  I am confused by your response. There was no other option provided other than sending it for repair. If there is an alternate choice, please advise. Thank you 

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

  *****

   

   

  Customer Answer

  Date: 01/10/2024

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

  I am confused by your response. There was no other option provided other than sending it for repair. If there is an alternate choice, please advise. Thank you 

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

  *****

   

   

  

  Business Response

  Date: 01/22/2024

  Hello *****,

  Apologies for the confusion, we are offering out of warranty repair with the fee waived - if you would like to proceed with this option, please let us know so we can get you set up with a repair case.

  Thank you,

  iRobot Customer Care