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:05/22/2025

  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.

  -Best Buy Purchase December 8, 2024 -Product overheated, electrical components compromised. This was noted by iRobot -Product is less than 6 months old.-Even though this case has been "escalated", I somehow haven't been contacted in over a week.-I'd like the warranty to be followed, and a new product, and I'd like for this company to actually consider it's customers. I paid for a new, working product, and irobot somehow doesn't care anymore.

  

  Business Response

  Date: 05/26/2025

  Dear ****,
  
  Thank you for reaching out regarding your Roomba purchased from Best Buy in December 2024. We understand your frustration regarding the overheating issue and the lack of communication following your case escalation.
  
  We sincerely apologize for the delay in responding to your warranty claim. We are currently experiencing a higher than usual volume of inquiries, which has affected our response times. However, this does not diminish the importance of your case or your experience as our valued customer.
  
  We have personally requested our Safety team to prioritize the review of your case, and you should receive a detailed response regarding your warranty claim within the next 24 hours. We understand the importance of resolving this issue for you as quickly as possible.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to reply to this message.
  
  Thank you for your patience and understanding.
  
  Best regards,
  

  iRobot ************** Corporate

  Customer Answer

  Date: 05/26/2025

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

   

  I shouldn't have to contact BBB to get warranty support from a company.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:05/21/2025

  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 my 3rd unit on 2/2/25 and in late April it quit working and we discovered it was because the contacts were melting (major safety issue). I've been trying to get this unit replaced since then and after providing detailed photos and proof of purchase - I've received no response from this company.

  

  Business Response

  Date: 05/26/2025

  Dear ****,
  
  Thank you for reaching out regarding your unit purchased in February 2025. We understand your concern about the safety issue you've discovered, and we appreciate you bringing this to our attention along with the detailed photos and proof of purchase.
  
  We sincerely apologize for the delayed response to your case. We are currently experiencing a higher than usual volume of inquiries, which has unfortunately impacted our response times. However, please be assured that we take safety-related concerns very seriously.
  
  We have personally requested our Safety team to prioritize the review of your case, and you should receive a detailed response within the next 24 hours. We understand the urgency of your situation and are committed to addressing your concerns promptly.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to reply to this message.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:05/19/2025

  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 ordered a Roomba Combo i5 Robot Vacuum and Mop on April 6, 2025. I ended up returning it and the return has been lost by *** for over a month. Randomly one day, my returned package appeared at my house. I contacted iRobot for a new return label and see that on *** tracking, it got delivered to the iRobot warehouse. iRobot's customer service is extremely slow to respond to me and address any of my concerns. I've had to wait 5+ business days for a response from them. I hope by submitting this complaint I am more quickly supported and not told to continue waiting for an outcome. I want my money back.

  

  Business Response

  Date: 05/20/2025

  Dear ****, 

  We understand your frustration with the return process for your Roomba Combo i5 and the slow response times you've experienced with our customer service team. We'd like to extend our apologies for the inconveniences this has caused.

  We know how frustrating it is be to have your returned package lost in transit and then unexpectedly reappear. While we strive to ensure smooth and efficient returns, shipping and delivery times are often subject to factors outside of our direct control. We want to assure you that your case is currently under review, and we are awaiting confirmation from our warehouse that your returned unit has been received and processed. Once we receive that confirmation, we will promptly issue your refund.

  Thank you for your patience and understanding as we work to resolve this for you.

   Sincerely,

   iRobot ************** Corporate

  Customer Answer

  Date: 05/20/2025

   

   

  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 # ********.

  Hi there,

  I hear where you are coming from, but it seems these delays are out of my control. It's a lot of time to wait for only a $322 CAD refund. I'm worried that if my return was not received at your warehouse, I will have to wait even longer.

  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,

  Evan

   

   

  

  Business Response

  Date: 05/28/2025

  Dear ****,

  I hope this email finds you well. I'm pleased to share some good news with you regarding your purchase.

  We have successfully processed a credit of CAD ****** to your account. This credit was posted on May 24, 2025. You should see this reflected in your account balance shortly, if you haven't already. We sincerely appreciate your patience throughout this process.

  If you have any questions about this credit or if there's anything else we can assist you with, please don't hesitate to reach out.

  Best regards, 

  iRobot ************** Corporate

• Initial Complaint

  Date:05/14/2025

  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.

  RE: IRobot Roomba Combo J5. Purchased 11/1/24; worked great for a few months; as per photo the contacts melted in March,2025. Also, the unit was saying base was plugged; it was NOT. Company agreed this was a defect (which is documented online at iRobot) and the unit would be replaced. No replacement came, so a phone call was made to Roomba and we were told it was not under warranty because ****** did NOT send this item, it came from a third party, not covered by warranty! We purchased it FROM ******, paid for it on ******, and nobody has responsibility for this item? $600 for a pile of useless junk!! Zero satisfaction given!! ****** has never stated that a third party purchase would void your warranty. They (******) said too bad, read the fine print; they have no liability. iRobot agrees this is a safety issue, but refuses to honor the warranty. Please intervene.

  

  Business Response

  Date: 05/20/2025

  Dear *******,

  We are sorry to hear that you are not enjoying your Roomba Combo j5, this is not the experience we want for any of our customers. We also understand your frustration with the issues you've experienced with it, particularly the melted contacts and the charging error. It's certainly disheartening when a product you rely on malfunctions, and I sincerely apologize for the trouble this has caused.

  We also understand your disappointment regarding the warranty coverage. As per iRobot's Limited Warranty, coverage is applicable to purchases made through authorized resellers or directly from our website. Unfortunately, since this unit was purchased through a third-party seller on ****** called Blondee Wholesale, who is not an authorized reseller, it would not be covered under our standard warranty terms.

   While I understand this isn't the news you were hoping for, I would still like to see if we can offer any assistance. Something along the lines of a discount on the purchase of a new base, or even the Trade In program, in which you can send your robot and get a discount code for the purchase of a different model.

   Thank you for your understanding and looking forward to your response.

   Sincerely,

  iRobot ************** Corporate

  Customer Answer

  Date: 05/20/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/14/2025

  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 a brand new Roomba robot for Thanksgiving 2025 and in February of 2025 it stopped working. I reached out to support and over the last few months have been sending me requests for more notes, pictures, etc... in hopes that I will find it too time consuming to follow-up on repairing or replacing their defective device.

  

  Business Response

  Date: 05/20/2025

  Hello *****,

  We are sorry to hear that you are not enjoying your Roomba j7, this is not the experience we want for any of our customers.

  Upon inspection of your case, it seems that you have provided sufficient photographic evidence to support the claim, but there is still a request pending for the receipt. Please look at our Support Article on valid/acceptable proof of purchase (**************************************************************) .

  Our team has also shared the BestBuy specific steps to retrieve the receipt. Thank you for your cooperation.
  

  Regards,

  iRobot ************** Corporate
  

• Initial Complaint

  Date:05/13/2025

  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.

  Ive have this issues with my combo j9 since Ive purchased it and IRobot support has been anything but helpful. My roomba is defective and keeps breaking itself and its base. Ive followed all directions as far as remapping and keeping clean, but it keeps breaking itself and its base and customer service refuse to send me a replacement robot, and instead keep sending me replacement bases and not addressing the problem with the roomba. It has now broken 4 bases including the one it came with. It breaks itself and the base charging contacts trying to dock itself every time an. Now the last replacement base is broken, it is also not detecting mop pad even though there is one, issues with bin being detected, it also broke it door arm latch clip bale. Ive been dealing with this issue too long. Support always kept making me take the same photos over and over. I was even told by a supervisor that Id be sent a new base and roomba the last time this happened, and I was lied to and only sent a base.Two of my case numbers are ******** ******** to support this information.Right now I have two broken bases because the most recent base broke before I had a chance to send the previous one back. If I cannot send these two broken bases, as well as defective roomba back, in exhange for NEW ROOMBA AND BASE, I will need my money back. As this vacuum has been an issue since I received

  

  Business Response

  Date: 05/20/2025

  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 looking at your case and account history, we're ready to replace your robot and offer you an exchange of your current Roomba, for the new 505 Combo + Auto Empty model (see details here: ********************************************************************************************************).

  Please let us know as soon as physically possible, as there is limited inventory.

  Thank you for your quick response and understanding.

  Sincerely,

  iRobot ************** Corporate

  Customer Answer

  Date: 05/26/2025

  [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. Please contact me back on next steps moving forward to process replacement
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 06/01/2025

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

  This is in regards to my complaint against iRobot, i agreed to their their response saying they would send replacement, but there hasnt been any update by you guys or iRobot. I contacted iRobot seeing if they were aware of this complaint and they told me to contact BBB as you guys will make sure my replacement is sent. But since I agreed to the business response on my complaint the ticket closes itself. I just need to know when my replacement will be being sent and who will contact me when thats done. iRobot or you guys

   

   

  

  Business Response

  Date: 06/04/2025

  Dear *******,

  We hope this email finds you well! First, we want to thank you for your patience and for reaching out to us. We discovered that due to a feature in the BBB platform, your message accepting our offer was filed away, and we sincerely apologize for any confusion this may have caused.

  We're pleased to confirm that we've processed your replacement order (#********) for a Roomba Plus 505 Combo robot + AutoWash dock. You should have already received an order confirmation email in your inbox. To keep you fully informed, here's what you can expect next:
  - A shipping confirmation email once your order leaves our warehouse
  - A separate email containing your Return Label for the Roomba Combo j9
  When you receive the Return Label, simply print it out and attach it to the box containing your current Roomba Combo j9 unit. This will ensure a smooth return process at no cost to you.

  We truly value your business and appreciate your understanding throughout this process. We're confident you'll enjoy your new Roomba Plus 505 Combo, and we're here to help ensure a smooth transition to your new unit.

  If you have any questions or concerns in the meantime, please don't hesitate to reach out to us via our Support Channels. We're always happy to help! 

  iRobot ************** Corporate

• Initial Complaint

  Date:05/09/2025

  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 spoke with two managers with customer service and tech support named ***** and **** ***** ago and was promised a replacement for my iRobot Roomba j9+. I was told that the replacement has been ordered, but is on backorder. I still the item is in stock on the iRobot website. I have been calling everyday but have not been able to get this resolved.

  Customer Answer

  Date: 05/19/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/20/2025

  Dear Katie,

  Thank you for reaching out to us again regarding the promised replacement for your iRobot Roomba j9+. We understand your frustration with the delay and the difficulty you've had getting this resolved.

  We have reviewed your case and the notes regarding your conversations with Ellie and Lucy. To ensure we're processing your replacement correctly and in accordance with our warranty policy, we need to verify some of the purchase details associated with your Roomba j9+.

  Could you please clarify where you originally purchased the Roomba j9+ and provide any additional information you have regarding the purchase date and order number? The receipt provided is not consistent with Walmart purchases, which makes it invalid for a claim.

  We appreciate your cooperation in helping us clarify these details.

  Sincerely,

  iRobot Customer Care, Corporate

  Customer Answer

  Date: 05/20/2025

  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 # 23307885.

  This response is entirely unacceptable. I have spent over a month speaking with more than 27 representatives, including multiple supervisors. Each one assured me that a replacement would be issued. I have submitted the requested proof of purchase, and now iRobot is attempting to reverse course by claiming the receipt is somehow insufficient. This is not only absurd, it is insulting.
  
  iRobot’s handling of this situation demonstrates a complete disregard for its customers and a blatant refusal to stand behind its own products. I have wasted hours of my time being misled, delayed, and dismissed. Your response shows no interest in actually resolving the issue—only in deflecting blame and obstructing accountability.
  
  I can provide a credit card statement confirming the purchase. At this point, your team is simply looking for excuses.
  
  This is a warranty failure. It is a customer service failure. It is a brand failure. Anybody reading this should realize they should no buy anything from iRobot - they sell defective products, have horrible customer service, and refuse to stand by their warranty.

  
  Regards,
  

  Katie

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 05/28/2025

  Hello Katie,

  Thank you for your message. We need, however, to address two important points regarding your case.
  - Regarding Proof of Purchase: We've identified some inconsistencies in the Walmart receipt provided. To properly process your claim, we kindly request that you download and send your Walmart receipt in PDF format. This will help us verify the purchase details accurately.
  - Regarding Performance Concerns: We have also reviewed the diagnostic data from your robot's cloud connectivity. Based on this analysis, we can confirm that your robot is operating within expected parameters and performing according to its design specifications.

  If you would like to discuss specific performance concerns, please feel free to share them, and we can provide more detailed information from our diagnostic findings. We'd appreciate a short video (10-15 seconds) showing the error experienced as well as photos from the underside of the robot where the Serial Number is visible.

   Let us know if you have any specific questions about the performance data we've reviewed. We remain committed to ensuring your robot functions properly and appreciate your cooperation in this matter.

  Best regards, 

  iRobot Customer Care, Corporate

  Customer Answer

  Date: 05/29/2025

  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 # 23307885. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I contacted Walmart directly, and the receipt I submitted is the official documentation they provided. If this receipt does not meet iRobot’s internal standards, then that is a matter your team should take up with Walmart—not an excuse to delay or deny my warranty claim after months of assurances.
  Additionally, I have already submitted a clear photo of the underside of the robot showing the serial number to the customer service team via email when I opened the case, as requested. If this was missed or overlooked on your end, I suggest reviewing the materials I previously submitted.
  I have now complied with every requirement more than once. At this point, it is difficult to view these continued hurdles as anything other than avoidance. I would appreciate a prompt resolution, not another request for materials I have already provided.
  

   

  

  Business Response

  Date: 06/23/2025

  Hello Katie,
  
  We'd like to offer a sincere apology for any frustration this process has caused you. We truly appreciate your patience and the effort you've made to provide the requested information.
  
  We understand your position that the receipt you submitted is official documentation from Walmart. However, the format of the receipt differs significantly from Walmart's standard documentation, which has raised concerns in our verification process. We take these matters seriously to protect both our customers and our warranty policies.
  
  We have also consistently looked at the robot's diagnostics and found no historic indication of charging issues or charging errors. The unit is currently (8:30?PM
  Monday, June 23, 2025) reporting 100% battery charge with an average charging time of 2h 40m, within the standard. The robot is currently registered under a new email address, having previuosly been under another which is not [email protected] either.

  Because of this, we are not in a position where a replacement can be offered as the warranty can not be validated. We appreciate your understanding in the subject.
  
  iRobot Customer Care, Corporate

  Customer Answer

  Date: 06/24/2025

  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 # 23307885. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  To Whom It May Concern,
  
  Your response is a complete failure to take responsibility.
  
  I submitted the official receipt provided to me directly by Walmart. If your team refuses to accept that as valid, then it is clear iRobot’s priority is avoiding warranty obligations—not supporting its customers.
  
  The reference to the robot being registered under a different email address is another weak excuse. “Katie Anderson” is a common name. If your verification process cannot distinguish between different customers or confirm ownership based on the serial number and purchase documentation I already submitted, then the issue lies with your systems, not mine.
  
  Your continued reliance on vague diagnostics while ignoring the actual performance issue I reported as the actual owner is unacceptable. I reported a charging problem. I described it in detail. You chose to ignore it.
  
  This entire process has been a deliberate exercise in delay, denial, and deflection. iRobot has made it painfully clear that it has no intention of honoring its warranty or treating customers with even basic respect.
  
  Consumers deserve to know the truth: iRobot products are unreliable, and the company’s customer service is hostile, unaccountable, and dismissive. I will be making my experience public so that others do not make the same mistake I did by trusting this brand with your garbage, faulty, and defective products. It's no secret that the company's stock and financial performance is falling with atrocious service like this.
  

  
  Regards, 
  
  Katie

• Initial Complaint

  Date:05/04/2025

  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 S9+ with warranty from IRobot the first one lasted 3 months. It took 3 months to a replacement. The 2nd lasted 2 months and took 1 month to get a replacement and it looked like a refurbished model they replaced it with. The 3rd lasted 3 weeks and they will no longer replace it. They claim 3 replacements is max. I payed over $1500 for a vacuum that has been useless and their customer service is horrible and are not willing to replace something they know has a problem.

  

  Business Response

  Date: 05/07/2025

  Dear *****,

  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. Thank you for your continued patience and for working with us to resolve the Error 19 issue.

   We understand your frustration, especially after having gone through troubleshooting and receiving a replacement. We sincerely regret that the issue persists.

   We've checked our records, and it appears your Roomba is now outside of its warranty period. While we are unable to offer further warranty support, we value you as an iRobot customer and want to help you get back to enjoying a clean home. We would like to offer you one of the following options:

   1.  A discount on a new Roomba (excluding sale items).
  2.  Participation in our Trade-In program, which offers a discount on your next iRobot purchase when you trade in your current robot.

  Please let us know which option you would prefer, and we'll be happy to provide you with the details and applicable discount codes.

  Sincerely,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:05/01/2025

  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.

  Purchased in December. Wheels are no longer working. I was told they would send a box and label and now an email saying it will resolve in 48 hours. I call, wait 40 minutes, someone will answer and get the details and hang up.

  

  Business Response

  Date: 05/06/2025

  Hello *****,
  
  We're sorry to hear about the issues you've experienced with the repair for your robot, this is not the experience we want for any of our customers.
  
  While looking at your account, we found support case 10790317 under which the repair was created. There, the tracking number for the box kit is reported as already delivered. We will monitor the progress of your repair, should you need help with anything else please let us know in a reply.
  
  Sincerely,

  iRobot ************** Corporate

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Irobot honored their forever warranty on a robot that failed to detect pet waste and sent us a new unit. That unit also just failed to avoid pet waste. Company needs to continue to honor their warranty and provide another replacement.

  

  Business Response

  Date: 05/06/2025

  Hello *****,

  We are sorry to hear that you are not enjoying your , this is not the experience we want for any of our customers.
  
  We have been unable to locate a support case associated with your email address. To help us locate your case and assist you further, could you please confirm if the product was registered under a different email address, name, phone number, or address?
  
  We appreciate your cooperation and look forward to resolving your issue.
  
  Sincerely,
  
  iRobot ************** Corporate