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:12/11/2023

  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.

  iRobot company is aware of a software failure with their Roomba products, an error which tells the system the bin is full at all times.Customer Service informed me that they are aware of the issue, also well documented on online forums, that the standard recommendation is to wait for a software update that will come soon. The software update took place without success in fixing the programming gap. iRobot continues to knowingly sell very expensive units which do nothing at all.Customer services refuses to warranty or refund, only feedback is to keep rebooting. That has not worked. The company is stonewalling customers, as it continues to sell more non operating Roomba(s).

  

  Business Response

  Date: 12/19/2023

  Hello ****,

  We are sorry to hear that your robot was experiencing software issues, this is not the experience we want for any of our customers. We are happy to report that our software team has since resolved this issue.

  We can see that you have since been able to use your s9 robot with no issues which is excellent! If you would still like us to proceed with a replacement robot, we would be happy to do so. If your current robot is operating at a satisfactory performance and you are no longer in need of a replacement, that is great as well - we would still be be happy to send you some additional accessories for your robot.

  Please advise how you wish to proceed.

  Thank you,

  iRobot Customer Care
  

  Customer Answer

  Date: 12/19/2023

  Hello,

  There are 2 iRobot 9+ units in question and proof of purchase was provided for both. iRobot customer service previously confirmed that they can see both vacuum units under my profile ID *******************

  I appreciate iRobot teams response and engagement to help resolve. 

  Yes, Id like both ************************** 9+ replaced. 
  

  Sincerely,

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

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

• Initial Complaint

  Date:12/09/2023

  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.

  Exact details and supporting email correspondence.attached.I purchased a Roomba j7+ combo through the IRobot site and took delivery on November 21. The unit did not work from the moment I took it out of the box. I have contacted customer service through their site, and responses have been delayed (a week or more) and non-responsive. One response agreed to my returning the unit for a refund and indicated that I would be contacted by another member of the "team" with instructions for the return. This was several days ago, and I am still awaiting a response. I complained to the *** office with no response and have made a formal complaint to the ************* Attorney General as well as to my credit card carrier.

  

  Business Response

  Date: 12/11/2023

  Hello ***,

  We are sorry to hear that your robot did not work as expected upon arrival, this is not the experience we want for any of our customers.

  We are unsure as to why your refund request was delayed, but we greatly appreciate you bringing this to our attention as we have processed your return for refund RMA.

  If you haven't already, you will be receiving an email regarding your order return, this email will contain prepaid return labels needed to send the robot back for your refund. Once the robot arrives to our warehouse, the refund will be dispatched to your original payment method.

  Again, we sincerely apologize for the delay and intend to look into your customer journey to identify what went wrong so this does not happen again in the future.

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

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/08/2023

  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 purchased a IRBOT machine that was supposed to go around furniture instead it has scratched and damaged my table by slamming into it. The machine is supposed to go around instead it slams into my furniture table and damaged. They sent me a second vacuum iRobot and this one also slams into my table and further the damaged it. I emailed and called the company and they refused to replace my table I am requesting my money back from my table replacement. I am requesting $699.00. Here is my case number for the second complaint I filled for the replacement vacuum: ******** And here is the first case number that I opened for the first vacuum I purchased: ********

  

  Business Response

  Date: 12/11/2023

  Hello *******,

  We are sorry to hear that you are not enjoying your 600 series robot, this is not the experience we want for any of our customers.

  All of our robots utilize their bumpers to navigate around the home, using their bumpers to identify and move around furniture is how they are designed and this cannot be altered. Because the robot is operating as intended and designed, we are not able to provide compensation for your table.

  If you would like us to refund your robot, please let us know and we would be happy to provide a refund as a courtesy since you purchased through iRobot and are still within warranty.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/11/2023

  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. 
  

  my furniture needs to be replaced the vacuum does not simply maneuver around furniture it slams into table and damaged it!!! My table needs to be replaced I have a video that shows the vacuum slamming into my table. This is unacceptable and iRobot need to be accountable and  pay me for the table their product damages AND REFUND me for the vacuum . Again I have a video proof of this. 

  
  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,

  Tavonna

   

   

  

  Business Response

  Date: 12/13/2023

  Hello *******,

  Thank you for providing this video, but this is how Roomba operates: all of our Roomba's use their bumper to detect obstacles such as furniture and redirects when it has made contact with an obstacle.

  If you are not happy with this model robot, under warranty we may replace with another robot of equal or greater value.

  We are able to replace this robot with the same or the next model up, but we are not able to provide compensation for furniture the robot has come in contact with as it is operating as intended.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/14/2023

  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. 

  The screenshot from the IRobot says the Roomba redirects around obstacles. The Roomba is not redirecting around obstacles!!!! It is slamming into my Table and has damaged it. Just take responsibility for your product NOT doing what it should do.  I have video proof of it NOT redirecting around obstacles the picture that your company provided in the attached proves your product is defective and damages my furniture and you need to have integrity and pay for my furniture. How can you do business like this. My furniture was brand new and your product ruined it!!!!!! I need a full refund AND my Table  replaced because your product is defective and ruined my furniture!!!!! The proof is here! 
  
  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,

  Tavonna

   

   

  

  Business Response

  Date: 12/29/2023

  Hello *******,
  

  All of our Roomba's use their bumper to detect obstacles such as furniture and redirects when it has made contact with an obstacle. The only robots in our fleet with object detection are our j series robots which still also utilize their bumpers to navigate through the home in addition to their object detection technology. 

  As previously stated, if you are not happy with this model robot, under warranty we may replace with another robot of equal or greater value.

  We are able to replace this robot with the same or the next model up under warranty, but we are not able to provide any additional compensation.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/02/2024

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

   I was given two options. How do I get the iRobot of greater value? 
  

  
  

  

  Business Response

  Date: 01/05/2024

  Hello *******,

  We can assist you with getting an upgrade order placed, we will also provide prepaid return labels for you to ship your current robot back as part of the exchange/upgrade process.

  At this time we are able to offer the standard Wi-Fi Connected Roomba i4 Robot Vacuum as an upgrade.

  Please advise if you wish to proceed with this order and we will get it processed right away.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/07/2023

  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 opened a case on November 13,2023, case #********. As of today, 12/7/23, a warranty replacement has not been approved. I purchased an extended warranty with this robot. Original purchase was on 8/12/22. This is the second warranty replacement from IRobot. Not a great product. **************** is horrible. I would like a refund for this unit and I will send it back.

  Customer Answer

  Date: 12/18/2023

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

  

  Business Response

  Date: 12/19/2023

  Hello ****,

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

  We see that you had a replacement order for a new robot processed on 12/14, can you please advise if or not this replacement has resolved your issue?

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/21/2023

  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 must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I would like for an extension on my warranty or full refund on the unit and I'll send it back. It took iRobot over a month and a half to send out a replacement unit. this is completely unacceptable. I had to purchase a brand new unit, for more money, and now I have a robot sitting around. Customer service is a joke at **********************. 
  
  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: 01/05/2024

  Hello ****,

  Systemically, we are not able to process a refund on an order from 2022 but we would be happy to honor the the month and a half delay you experienced by extending your warranty coverage by (2) additional months.

  Please advise if you would like to proceed with this resolution.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/05/2023

  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.

  Purchased iRobot i3 in June of 2023. Vacuum will not run, parts have broken keeps displaying errors. This vacuum replaced an iRobot i1 vacuum we purchased a couple weeks before which failed in one week of use and was returned to the store. Our first iRobot vacuum, a 650 model, lasted nearly 10 years and we expected a quality product again with this purchase. iRobot refusing to refund their product and requesting we make repairs to the i3.The vacuum is defective and we request a refund.

  

  Business Response

  Date: 12/06/2023

  Hello ******,

  We looked your case up in our system and found the proof of purchase you provided to our agents and unfortunately you did not purchase your robot from an authorized retailer. It appears that while you did purchase your robot on Amazon, you did not purchase from our authorized storefront but instead from a third-party seller, we know this because your proof of purchase states Sold by: Amazon.com and Supplied by: Other.

  There are a few issues here unfortunately: first, the transaction is over 60-days old which is our clearly marked trial period/return window, second, the transaction does not live within our ordering system therefore we cannot refund it even if we were to make an exception to the return window expiring, third, the only guarantee under our limited warranty is a replacement of equal or higher value, not a refund (again, we do not have the original transaction in our system to make an exception here) and last, your robot was not purchased through us or one of our authorized retailers and therefore is not covered under our limited warranty and thus not eligible for the conditions of our warranty. 

  Robots sold by an unauthorized seller do not meet our selling standards as we cannot control the quality, condition, or means of how the seller acquired the robot. You will need to go back to the seller to resolve this issue.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/06/2023

  Firstly, Amazon was the seller and they are an authorized reseller. Please find proof attached. They are also soon the be the owner of iRobot. You could have asked instead of gaslighting me and assuming I am the one at fault for purchasing from an unauthorized dealer. 
  

  As a consumer, the BBB is one of the few resources we have to protect ourselves from the predatory business practices of large corporations. As I previously stated our previous experience with an iRobot product purchased nearly 10 years ago was fantastic. It was a high quality product that went above and beyond our expectations and lasted almost 10 years. When we ordered a replacement product, we assumed we would be buying an item of similar quality. The first replacement robot failed within one week. The second replacement robot failed within 5 months. This is an unacceptable level of quality.

  

  Business Response

  Date: 12/07/2023

  Hello ******, 

  Our intention was not to offend but to provide information based on the information that was relayed to our team, we apologize for any offense caused.

  However, the robot was not purchased through iRobot and the transaction does not live within our system to refund outside of the return window as a courtesy. Under our warranty which is outlined on our website, our remedy in a situation where a product fails to meet the warranty standard, is repair and/or a replacement of equal or greater value.

  Given the satisfaction you experienced with your first robot, we would be happy to process a replacement order for a new robot or upgrade you to a higher model if you would feel more comfortable.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/02/2023

  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.

  We purchased our Roomba S9+ on October 18 and received it shortly after. We used it a few times in the past month with no issue. During the sale for Black Friday, we purchased a couple refill kits for the parts that would eventually need replacing in the next year.On November 26 while not vacuuming but only doing a mapping run (Roomba is just over a month old) one of the rollers split in half. We checked everywhere and nothing could be found that was out of the ordinary. We had no idea what could have caused the part to break. I contacted customer service and reported our experience and was told that I should use my new roller I had purchased to replace the broken one. I asked if it would be appropriate for them to send me a new one since the Roomba was just a month old. He said they wouldnt send me a new one because I already bought a replacement kit. I asked if they would have sent me a new one if I hadnt. They said yes. I asked them to confirm this information and they did. Because proactively spent money buying new kits, I wouldnt be given a new roller. I find this whole experience highly distasteful due to my first contact with the company. I am a new customer who now is regretting spending this much money on a product and I am doubting how well looked after I will be in the future. A small part such as this on a one month old device should not be something to refuse a customer.

  

  Business Response

  Date: 12/06/2023

  Hello ********,

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

  Debris becoming too tightly wound around the rollers may compromise the rollers and robot function, please be sure to regularly check your rollers and spinning side brush for hair/debris.

  We have processed a new set of rollers for you as a courtesy and you should see an order confirmation email coming through shortly.

  We wanted to mention that we do not see your original order in our system, please note that use of non-iRobot brand/unauthorized replacement parts will void the warranty and to ensure optimal quality of replacement parts, please be sure to purchase parts from iRobot directly and/or one of our trusted authorized retailers. 

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/06/2023

  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. 

  I didnt know if the person writing to me was looking for a receipt of the replacement parts purchase or the original machine purchase. I have attached both. 
  

  I am happy to be receiving new rollers however I have the following two issues:  

  First: the machine was brand new and was looked after carefully but had this problem with the rollers being strangled and destroyed possibly by hair.  How does one prevent it from happening again?  I am most certainly asking because I know we did our best looking after our new expensive appliance.

  Second: the issue with customer service refusing to help with this until I had to go through BBB.  I imagine that there may be future issues with the Roomba and I am concerned that I have to go through this again.

  Regards,

  ********

   

   

  

  Business Response

  Date: 12/07/2023

  Hello ********,

  Our team was just providing additional information for your reference.

  We did process your replacement part order yesterday ahead of the response provided to your complaint, nothing further was required on your part - we apologize for any confusion!

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase the iRobot Roomba Combo j7 + Robot Vacuum on 9/2/2023, received it on 9/11/2023 and returned it in October, had extremely poor performance. I was very disappointed with the product. My return was received 10/18/2023. However, I am still waiting for my refund. Apparently the department responsible for returns will contact me and my issue has been escalated. It has been over a month of calling and tracking down my refund. Each time I speak to a representative I am told something different as to the reason of the delay and I need to wait for the return department to contact me. This is an incredibly disappointing experience with iRobot both product and customer service. I would categorize this as theft at this point.

  

  Business Response

  Date: 12/06/2023

  Hello Deteisha,

  We have gone into your original order and manually pushed your refund through - we sincerely apologize for the delay.
  
  We show in our system the credit memo and refund successfully posted, the funds should now be returned to your account.

  Please let us know if this is not reflected on your end.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/06/2023

  [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:11/29/2023

  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.

  On April 23rd, irobot sent me a replacement robot for a faulty/defective robot which exceded $400 in price. The robot has now failed to work as originally intended and irobot refuses to provide a replacement saying the replacement sent in april has no warranty.

  Customer Answer

  Date: 12/10/2023

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

  

  Business Response

  Date: 12/11/2023

  Hello ******,

  We are sorry to hear that you are experiencing issues with your i4 robot, this is not the experience we want for any of our customers.

  Unfortunately, your the original robot this robot was replaced by is well out of warranty and replacements hold a 90 day warranty which has also long since passed.

  At this point, your options would be repair - I see that the agents offered a free repair as a courtesy as opposed to paying for an out of warranty repair - if you would like to proceed with that option, we would be happy to assist you with arranging the repair for you. ***************** will do their best to repair your robot, and if it is deemed "not repairable" they will replace the robot for you.

  Please advise if you wish to proceed with the repair option.

  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. 
  

  [I reject the offer of repairing. I should not be inconvenienced to be without my irobot because the refurbished robot sent to me does not work as designed.  The model is no longer available from irobot which leads me to believe it was never a good design for which i paid in excess of $400. I requested the next model be sent to me and i would return this model back to irobot. 

  
  
  Regards,

  Idalis

   

   

  

  Business Response

  Date: 12/20/2023

  Hello ******,

  As we have previously stated, your robot and the robot it was replaced with are both very far outside of warranty, typically repairs for out of warranty robots cost $150. The option to waive the fee as a courtesy was a generous offer given the allotted time since your warranty has expired.

  At this time, the only option we are able to provide is out of warranty repair with the fee waived.

  If you would like to proceed with the repair option, please let us know. Otherwise, we are not able to assist further at this time.

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a j6+ roomba onJuly 28,2023. I kept having errors and needed to reboot. I finally called customer service and spoke with ***** on November 22. She tried walking me through every possible issue and determined that the hardware communication problem could not be resolved and I needed a replacement. However, she explained that she didnt have any currently in stock and would have to contact another department for replacement and get right back to me. I have repeatedly emailed back, but no response. I even tried starting a new case (since she never gave me one), ********, on November 25. I havent heard back anything from that either.

  

  Business Response

  Date: 11/30/2023

  Hello ****,

  We are sorry to hear that your j6+ robot is having issues, this is not the experience we want for any of our customers.

  We have looked through your case history and can confirm that we do not have j6+ in warranty stock at this time, but if you would accept, we would be happy to upgrade you to a j7+.

  If you would like to proceed with the upgraded replacement, please let us know here and we will get the order processed for you right away.

  Thank you,

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

  Customer Answer

  Date: 11/30/2023

  [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 agree to accept a j7 roomba as replacement for my j6 roomba.  Please send it to: 531 ***** ******** *****, 78623.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/24/2023

  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.

  sent my irobot in over 2 months ago in for service in which they had over a month and a half, apparently now outsourcing to a third party. Sent back claiming it was "repaired" however still ongoing issues. Claims to install battery when its already installed and inside. Have tried calling the past 2 weeks regarding this, extended hold times that start at 5 minutes then jumps to 25 and over an hour, no one picks up. Unsure why i pay over $1200 for an item and get the run around and a product i cant rely on to vacuum my home when i have numerous pets. Ive been patient waiting over a motnh and a half (whichi si ridiculous) and yet i get a product back that still doesnt work!

  

  Business Response

  Date: 11/30/2023

  Hi ****,

  We are sorry to hear that you did not have a positive experience with your in warranty repair, this is not the experience we want for any of our customers.

  We would be happy to process a full unit replacement under warranty since the repair did not resolve your issues.

  You have an extensive case history so we just want to confirm that this complaint is pertaining to your j7+ robot and we will process the order right away.

  Thank you,

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

   

  Customer Answer

  Date: 11/30/2023

  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. 
  

   

  that is the correct robot in question.

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

  ****

   

   

  

  Business Response

  Date: 12/06/2023

  Hi ****,

  Thank you for confirming that for us, we have processed a replacement on Warranty Order 07264932.

  If you haven't already, you will be receiving an order confirmation email shortly. This email will also include a prepaid return label for you to send your defective robot back.

  You will receive another email when your order ships which will include tracking information.

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/06/2023

  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. 

  was unaware of me being sent a new product, which im guessing is happening? i will close the complaint once this processed is completed. Again, will never recommend to friends and family. Fighting as a customer for a working product is absurd. If this unit does not work i will then be requested a full refund.
  
  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,

  ****