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:12/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refurbished iRobot from the company via ***** The package was lost. The tracking number incorrectly indicates that the package was delivered on a Sunday at 9PM. This is not the case. I have complained to ***** and they told me that the shipper needs to file a claim with them for a lost package. I have asked iRobot for assistance via the **** messaging platform but they have not responded to me. I need iRobot to file for the lost package and to provide a full refund for me. The order page is attached to this email.

  

  Business Response

  Date: 01/05/2024

  Hello *******,

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

  Please note that **** and iRobot are different companies operate entirely separate - we do not have access to **** systems, orders, or shipments. While we are not able to directly assist here, we are able to reach out to an **** representative to assist you immediately. 

  We have relayed your information to our **** contact to have someone from their company reach out to you as soon as possible to resolve this issue.

  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. 

  I reject the response. Both **** and ***** have told me to contact the shipper. In this case, it is iRobot. The company needs to rectify this issue.

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 01/09/2024

  Hello *******,

  This order was not placed through iRobot. We have no access to the **** order system nor do we have access to ****'s ***** account, ********************** is not able to assist with the ***** claim nor the **** order here.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/29/2023

  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 in December 2022. This is my fifth iRobot. I purchased three. My parents bought me 1 and we have one at our other home in South *****. I bring this up as I am a very loyal customer. Five *********************** in five years. This is ridiculous, especially when you buy expensive models like the i7. I called customer service on 12/26. They stated I was out of warranty but did an exception. I was told a box would be on my front porch from *** within ***** hours. I need to take it to ***. I would have my robot back in 3-5 business days. I asked for clarification on the process. I was told I would receive an email within a few hours. I was also told the box would likely appear on my porch within a few hours; no email, no box 48 hours later. I called on 12/27. Of course you cant get straight through, call back in ***** minutes. First call confirmed what I was told but call was disconnected. Second call changed the whole process. Now I must wait 7 days for the box and then **** days to repair it. This contradicts every thing I was told. I requested a supervisor on both calls. I was promised a call back. This will be 48 hours from the second call when this complaint is received. Yes, I am very frustrated. Getting the run around is frustrating and not fair. I was promised something with no intention to help. This is not fair. The amount below is the total amount of the five robots. The one I currently own was on sale for $799.

  

  Business Response

  Date: 01/03/2024

  Hello *****,

  We are sorry to hear about the delays with the repair process, this is not the experience we want for any of our customers.

  We have gone ahead and bypassed the repair process and upgraded you from an i7+ to a j7+ robot, this was processed on order 07346547. 

  If you haven't received an order confirmation email, that should be coming through your inbox shortly. This email will also include a prepaid return label for you to send your i7 robot back.

  You will also notice we added some accessories onto the order as a courtesy for your troubles throughout this process.

  We appreciate your long-standing customer loyalty and apologize for any inconveniences these delays may have caused.

  If you have any further questions or are in need of additional assistance, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:12/27/2023

  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 sent in an irobot since it wasn't working. When it was returned to me the company said there was nothing wrong with it. I contacted them again because it still would not vacuum but by the time it was returned to me the warranty was over. After talked with customer service they finally agreed to take it back. I sent it back and after 6 months I asked where it was since I hadn't heard and back. I was told they don't have it and accused of not sending it and saying I did. They show that the vacuum completed a mission but yet my app says it hasn't completed a mission in over 6 months and the last time it ran was in June. **************** was very rude and I eventually gave up on an 800 dollar purchase seeing as theh refuse to help me find out why they see the robot running but it's not at my house or on my app. I have also retired my other 800 dollar robot and 400 dollar robot because I will not deal with a company with this kind of customer service and lack of responsibility for non working robots that are not working.

  

  Business Response

  Date: 01/03/2024

  Hello ******!

  We are sorry to hear that your robot is not working following a repair, this is not the experience we want for any of our customers.

  At this time, we see you have (3) i3 robots that are registered to you in which our system shows us the following information:
  

  I355020M210422N30**** not in use, factory reset but still registered, no mission history
  I310020V220321N40**** not in use, last *********** 10/24/2023
  I315020J211103N40**** connected, in regular use, last *********** 1/3

  We assume the robot ending in **** is the one you sent back. The robot ending in ******************************************************************************************** our system, and then the robot ending in **** appears to be running regular, successful missions with no history of errors or issues as recently as today.
  
  Can you please confirm the robots which are experiencing issues and what those issues are so we may assist you with a resolution? We look forward to hearing back from you regarding this issue.

  Thank you,
  iRobot Customer Care
  
  

• Initial Complaint

  Date:12/22/2023

  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.

  Serial Number ********************* I purchased a new vacuum and extended warranty. They said they had a mix up but I am supposed to get a replacement vac. It has been 4 weeks! I have called 16 times and emailed 25 with no resolution other than they have to call another department but I cant talk with that department so I have to wait for an email. I never get anything. I asked to speak with a manager tonight but they said the line was not getting picked up from the manager. I need a vac ASAP as promised.

  

  Business Response

  Date: 12/29/2023

  Hello *******,

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

  We have reached out to the extended warranty team who will proceed with filing a claim under your extended warranty and getting your robot replacement ordered.

  If you have any further questions or need for assistance, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/29/2023

  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 one has reached out to me and it has been 6 weeks!
  
  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: 01/03/2024

  Hello *******,

  Our records indicate that you were in contact with an escalations agent last week who placed order# ******** for you on 12/29/2023 for a replacement s9 robot under your extended warranty.

  Tracking information for this robot order is ***** 1Z19A2W10205418145, ETA is tomorrow, January 4.

  If you have any questions or are in need of further assistance, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the iRobot Braava jet m6 Robot mop for a total of ****** with tax included. I bought it on 11/28 and it was supposed to be delivered 12/1 according to the tracking information that was provided. However the package was never delivered to my door (I have video proof from my CCTV cameras that it was never delivered on the date and time stated by ***** So I contacted iRobot via their email. I was contacted by ************ who suggested that I file out a *** Claim, but the *** Claim portal did not allow me to fill out the claim. I told ************ about this matter and she said to send her a screenshot of the error message. ************ responded that she would be "escalating" this case to an upper division. A couple days went by until I was contacted by ************** stating how this case would be re-escalated to another division (probably doesn't exist). I should have checked the reviews of this company before buying through their website. DO NOT BUY THROUGH THEIR WEBSITE!!! BETTER YET, IF YOU CAN, DO NOT BUY THEIR PRODUCTS IN GENERAL!!!

  

  Business Response

  Date: 12/22/2023

  Hello *****,

  Thank you for your message.

  We have looked into your issue and found that the robot was delivered to the address on the order. We can also see that this robot was received by you and was subsequently registered on 12/1/2023 per the screenshot we have shared here.
  

  Our system shows the robot was named "******" and that your full name and email address which you are using to contact us here, are the credentials in which you used to register this robot.

  We are not able to provide assistance with a refund as you are in possession and use of this robot.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/19/2023

  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.

  I brought a roomba j7+ on 11/25 i opened the new item on 11/30 only to see I dont have a power cord i contacted them same day about was shipped a power cord 12/1 i have not received the cord called them on 12/12 they apologized and said it was *** fault and sent me a free filter today i recieved the filter and no power cord and was told i have to wait 48 hours to speak to a supervisor

  

  Business Response

  Date: 12/22/2023

  Hello ****,

  We are sorry to hear that your robot was missing a power cord upon receipt and that there has been a delay in transit of your replacement parts, this is not the experience we want for any of our customers.

  According to tracking on the replacement orders, the filter was received (as you mentioned on your original outreach here) and the power cord arrived today 12/22.

  At this time, you should be able to use your robot without issue and a replacement will not be timely or necessary at this point.

  If you experience any issues following receipt of the new power cord, please let us know and we will come up with a new resolution for you.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/22/2023

  [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:12/17/2023

  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.

  We have called customer support three ********/2/** ***** confirmed error code and warranty and said he would send a replacement cleaner head. We were given a *** 2 day tracking number but the replacement part never shipped.12/8/23 ******* said they were busy and we would just have to wait.12/11/23 asked to speak to a supervisor but never received the promised call back from *****************Warranty expires 12/23/23 and from we are standing it looks like they are purposely delaying sending out our replacement part. We paid $700.00 and the part did not last a year and we had to buy a regular vacuum in the interim. No one there seems to care whatsoever.

  

  Business Response

  Date: 12/22/2023

  Hello ****** and ******,

  We are sorry to hear that you have experienced a delay in shipping on your replacement part, this is not the experience we want for any of our customers.

  Unfortunately, there have been some delays in shipping due to heavy holiday volume.

  We went to process a reshipment for you on your cleaning head module service order but after checking tracking noticed that the shipment was delivered today 12/22/2023.

  If you did not receive your CHM, please let us know and we will process a reshipment right away.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/28/2023

  [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:12/17/2023

  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 called iRobot purchase support help a few months back in regards to purchasing a self cleaning robot. There was a few questions that were make or break for me when it came to purchasing the robot I asked the technician at the pet hair, capturing I called iRobot purchase support help a few months back in regards to purchasing a self cleaning robot. There was a few questions that were make or break for me when it came to purchasing the robot I asked the technician if the pet hair capturing, self emptying bin, auto mapping and pet waste detection really worked. Insured me all specifications were correct, and I would be amazed with the abilities of the eye for a robot. Yesterday, 12 15 23 I walked into my **** square-foot home and it smelt like animal waste. I walked into one of my back bedrooms and I have seen the robot has dragged. The animal waste through about half of my house so after spending four hours of cleaning up animal waste I called tech-support because I noticed my vacuum is completely encrusted and animal waste to the point of no repair, I called tech-support last night spoke with a gentleman. He got all my information put me on hold then hung up on me and then called back again. Spoke to another representative who informed me their tech-support closes at eight even though the website says nine she said I will set up a call back. She took my number never received a callback 12 16 23 so I called in to tech-support myself. I spoke with the representative who informed me after speaking with colleagues the eye for no longer supports pet waste detection so I asked to speak to a supervisor supervisor said there was a disclaimer, saying the eye for no longer detects pet waste about supposedly a year ago, I was falsely advertised by the selling it technicians at iRobot corporation that my robot would detect pet waste. It is not true and I am now out $400 because there is no possible way to get all the animal waste out of every part of the robot

  

  Business Response

  Date: 12/22/2023

  Hello ****,

  We are sorry to hear that your i4 robot has had an unfortunate incident with pet waste.

  Our i4 Roomba is not covered under the Pet Owner's Official Promise warranty as it does not have obstacle avoidance detection technology which all of the robots covered under the Pet Owner's Official Promise do.

  We also do not advertise this robot to avoid pet waste. At this time, only our "j" model robots have this feature and are covered under this separate, specific, warranty.

  We are not able to provide a replacement at this time as this robot is not covered under the Pet Owner's Official Promise warranty.

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:12/12/2023

  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.

  My S9 iRobot vacuum had a piece of the alocaster wheel fall off that can not be replaced. I purchased a replacement wheel, but as explained to customer service this did not fix the issue as it is an additional broken piece that is not sold. Please see the documentation. I have emails that suggested that a replacement part would be taken off an older robot. In addition, a free repair or replacement could help me out. The alocaster wheel falling off caused scratches all over my floor. Please respond. I do not have confidence that someone "from upper management" will respond soon. Thanks.

  

  Business Response

  Date: 12/19/2023

  Hello *******,

  We are sorry to hear that you are having issues with your s9 robot, this is not the experience we want for any of our customers.

  We have processed a replacement unit per your desired settlement on order ********. If you haven't already, you will be receiving an order confirmation email shortly.

  This order confirmation email will include a prepaid return label so you may ship your current robot back.

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

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/11/2023

  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.

  Having problems with my iRobot thats under warranty. Ive call customer service several times and only get the runaround (12/6/2023. Called today (12/11/2023) waited over thirty minutes and they answered than hung up on me. If they cant figure out the problem they hang up. I need someone to address the problem ** having with this vacuum and replace it. It usually take four hours to vacuum the house now it takes seven to eight hours. Itll go home after four hours say its done than start over.

  

  Business Response

  Date: 12/19/2023

  Hello *******,

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

  We have looked into your case history and found the case you were being assisted on. Your most recent communication to our team was: "Issue resolved. Thanks." at which time your case was closed. The robot in question has been in regular use ever since according to our system and most recently ran a successful mission yesterday.
  
  We want to ensure that we are fully resolving your issue, so if you are still experiencing any issues with your robot that we may assist with, please let us know.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/19/2023

  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 say (Your most recent communication to our team was: "Issue resolved.) Is false the issue is not resolved and I did not agree. You said  (The robot in question has been in regular use ever since according to our system and most recently ran a successful mission yesterday.) Is also false, still having the same problems as shared three different calls with customer service, The vacuum is making two passes before ending which would also show as a successful missions as i explained to customer service three different times!!  
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/20/2023

  Hello *******,

  Apologies for the confusion, per the attached screenshot of your most recent case you mention the robot was all set so we wanted to confirm this and see how we are able to further assist if that was not the case.

  Additionally, your most recent missions in our system show the robot running successful missions this week, so again, we wanted to confirm if the previous issues were still prevalent as they did not appear to be from what we can see.

  We see you have an extended warranty with us, so replacing the robot won't be an issue if it is not operating as intended. We are going to send your information over to a member of our extended warranties team so they are able to process a replacement order and a claim for you.
  

  Once the replacement order has been placed, you will receive an order confirmation email and once it ships, you will receive a shipping confirmation email which will include tracking information.

  If there is anything else we are able to assist you with at this time, please do not hesitate to reach out.

  Thank you,

  iRobot Customer Care