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: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,

  ****

   

   

• Initial Complaint

  Date:11/21/2023

  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.

  I made a purchase for the Roomba j9+ combo on October 24th for C$2,057.99. It's been almost a month since then. I received the Roomba within 2-3 days of purchase, but upon opening the package, I discovered that while it was indeed a brand new Roomba, it was not the model I had ordered. Instead of the j9+ combo, I had received the s9+.I immediately contacted customer service through email, providing them with photo evidence of the incorrect Roomba model. I was assured by customer service that once the Roomba was returned to the warehouse using the label they provided, my refund would be processed. This assurance was given to me in writing, as they conveyed this information via email.Despite the Roomba being delivered to the warehouse almost a month ago, I have received no updates about the status of my refund. My emails remain unanswered and when I call, the agents simply tell me to wait without providing any specific timeline.At this point, my primary request is for my money to be refunded as soon as possible and for an update about the current situation. This is my last resort before ******** to filing for a chargeback with my bank. My order number is CA00091673.

  

  Business Response

  Date: 11/22/2023

  Hello *****,
  
  We conducted a thorough investigation of your complaint which included a deep dive of your order in our order management system and robot cloud data system as well as connecting with our warehouse system, we have found the following:
  
  1.) A Roomba Combo c9+ with the serial number ********************* was picked, packed, and shipped from our warehouse on order CA00091673 on 10/25/2023.
  
  2.) The robot from your order was delivered by Purolator on 10/27/2023 and was then registered by an email address consistent with your name on 10/27/2023, it is currently active and ran a mission as recently as today 11/22/203.

  If you wish to return your robot for a refund, please advise so we are able to process a new RMA and provide a new label so you can send the currently active robot back.

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 11/22/2023

  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. 

  Hey, first off, I don't have the Roomba C9+. I actually ordered the J9+, but I got a S9+ instead. I got a bit confused because I already had the S9+, which was supposed to be replaced. When I received the replacement, I thought it was my order, so I contacted you and returned it. Regarding your statement that it's been active, I looked into it and found out that my neighbor has the Roomba and has been using it. I've asked him for it back, and I'm going to send it to you today. I'd appreciate it if you could send me the S9+ back that I originally sent back. Thanks!
  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: 12/11/2023

  Hello ******,

  The robot on order CA00091673 was delivered to the correct address on the order and is currently in use by an email address which aligns with your personal information - it ran a mission as recently as today, 12/11.

  The return label associated with that order was delivered to the warehouse as it was set up to do, but the weight of the shipment logged after *** scanned it into the system was 1lb which means it did not contain a s9 robot which would be in the 20lb range.

  If you would like to return the robot on your original order, please let us know an we will issue a new return label for you to do so.

  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. 

  Hi, first of all, it's clear that you're not being truthful about the package being empty. I've attached the tracking number 1Z74X02Y9198659541  and the prepaid label you provided already stated the package's weight. It seems like you're deliberately trying to take my item.
  As for the J9+, I've been reaching out for the past three weeks via calls and emails, but no one has provided me with a return label. Every time I call, the agent is rude and hangs up on me, as evident in the screenshot. They seem to be ignoring my emails on purpose, refusing to give me a label to return the defective J9+.
  It appears they're intentionally delaying and trying to scam me, holding off on providing the label until the 60-day return policy expires. This company is by far the worst, engaging in deceitful practices and mistreating its customers.
  

  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:11/21/2023

  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.

  First date of contact with iRobot customer support: 6/12/23 Date of purchase: 11/11/22 (Please read the info below to see that I worked with iRobot six months before the warranty expired and I followed all their suggestions.)Amount of money paid: $507.95 iRobot committed to exchange the J7+ model after a repair, then the return of the charging base iRobot has not made good on their promise to exchange, but they tell me via phone that they will. I also have an email stating this. See a quick explanation below.iRobot has not reached out to me to set up the exchange Latest case number ******** I am sending this complaint because I tried to settle it when it was under ***************, iRobot repaired my J7+ model and then it worked for only a month. Then they asked me to send back the charging base, which I did and they sent me a new one that never worked with my vacuum component. They said they would exchange this for a new one and I asked them to give me some time to reach out to their CEO, ******************. I waited for two weeks for a reply from him and he did not respond. I again contacted customer support to let them know that I would accept the exchange, but I asked for a new warranty since this model has proven problematic. They said no. I worked with them until the warranty ran out six months of trying to get help with my iRobot. I called and sent them an email on 11/9/23, a couple of days prior to the end of the warranty on 11/11/23 and asked for a reply to my previous email saying I would accept their terms of exchange. They assured me that someone from upper management would get back to me prior to the end of the warranty. They did not reach out to me, and I once again called and was told that they would get back to me. As of today, I have heard nothing. I have an email dated 11/9/23 stating that they would reach out to me and provide the exchange. Please help me.

  

  Business Response

  Date: 11/22/2023

  Hello ****,

  We are sorry to hear that you are not happy with your robot repair, this is not the experience we want for any of our customers. 
  
  From your case history, we see that you were dissatisfied and wanted an upgrade following *********** - since the issue occurred within your warranty and the repair did not resolve your issue, we would be happy to upgrade you to a s9+ robot if you would accept this as a complaint resolution.

  The corporate office fields these complaints and we are off for the remainder of the week for the holidays, but please advise if this is how you would like to proceed and if it is, we will get your replacement order processed first thing on Monday.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/28/2023

  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.]
  
  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,

  Mari

   

   

  

  Business Response

  Date: 11/30/2023

  Hello ****,

  Please advise what part of our response you are rejecting as you have not provided any specific details or reasoning.

  Your desired settlement was a replacement and we are offering to replace your robot with an upgraded model.

  We have j7+ back in stock at this time if you would prefer to proceed with your original model robot.

  Please advise how you wish to proceed so we may assist.

  Thank you,

  iRobot ************** Tea,

  Customer Answer

  Date: 12/04/2023

  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.]
  
  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,

  Mari

   

   

  

  Business Response

  Date: 12/06/2023

  Hello ****,

  Our iRobot 1-year limited warranty will be included with this new robot, we have processed your s9+ on order# ********.

  If you haven't already, you will be receiving an order confirmation email shortly which will include prepaid return labels for your current robot.

  Once your new robot ships, you will receive a shipment confirmation email with tracking information.

  Please do not hesitate to reach out if you have any questions. 

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 02/19/2024

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

  I am requesting a full refund of $507.95 for the iRobot j7 model that I purchased from Bed, Bath, and Beyond on 11/11/22. You may think this an odd request, but I assure you that I have tried to work with iRobot for eight months to work out a solution. iRobot has failed in every way to make it right for their product. Below is an outline of the issues that I have had with iRobot since first contacting customer support on 6/12/23. There have been sixty-nine emails in all that have been sent/received regarding the issues with iRobot and the many faulty repairs, replacements, and upgrades that never worked. 1. Repair of iRobot 7J+ - 7/2/23 2. Replacement of charging station 10/2/23 3. Contact Better Business Bureau to get help since iRobot allowed my warranty to expire and would not replace this model 11/22/23 4. Received new iRobot s9+ as an upgrade as result of contacting BBB 12/6/23 5. New upgrade iRobot stopped working due to dust bin 1/11/24 6. Replacement dust bin received 1/12/24 7. Replacement dust bin does not work 1/12/24 8. New iRobot s9+ replacement received (it was not new, but refurbished because the box had been opened and the contacts and the front of the iRobot was dirty). It never worked from the start to run the map of my floor 1/20/24 9. Contacted iRobot customer service and waiting for a reply from management to refund my money 1/23/24 10. One week later, no response after being told that I would receive a response from management. I do not want another replacement from iRobot. iRobot is a company that produces product that doesnt work and then plays games with the consumer to keep them on the hook. They are a scam! 

  

  Business Response

  Date: 03/06/2024

  Hello ****,

  Refund is only an option within the first ****************************************** free repair is the only option within the first year during the manufacturer's warranty. These policies are clearly outlined on our website. Refund is not an option at this time and a replacement or free in warranty repair is the only option during the manufacturers warranty which has since expired on your original robot, but we will honor a replacement or free repair if that ends up being necessary due to the original delay.
  

  We see that you have yet to speak with one of our tech agents, if you wish you speak with an advanced tech support agent from our tier 2 team, we can have one of them reach out to you to see if there are issues with your current robot and provide troubleshooting steps to remediate any issues that *** be present. They will be able to assist you with a replacement or an upgrade should they determine the robot needs to be replaced, however, from looking at your current robot in our system it doesnt look like that *** be the case.
  

  Please advise if you wish to speak with an advanced tech support agent and we will have one contact you right away.
  

  Thank you,
  iRobot Customer Care

  

  Business Response

  Date: 03/06/2024

  Hello ****,

  Refund is only an option within the first ****************************************** free repair is the only option within the first year during the manufacturer's warranty. These policies are clearly outlined on our website. Refund is not an option at this time and a replacement or free in warranty repair is the only option during the manufacturers warranty which has since expired on your original robot, but we will honor a replacement or free repair if that ends up being necessary due to the original delay.
  

  We see that you have yet to speak with one of our tech agents, if you wish you speak with an advanced tech support agent from our tier 2 team, we can have one of them reach out to you to see if there are issues with your current robot and provide troubleshooting steps to remediate any issues that *** be present. They will be able to assist you with a replacement or an upgrade should they determine the robot needs to be replaced, however, from looking at your current robot in our system it doesnt look like that *** be the case.
  

  Please advise if you wish to speak with an advanced tech support agent and we will have one contact you right away.
  

  Thank you,
  iRobot Customer Care

  

  Business Response

  Date: 03/06/2024

  Hello ****,

  Refund is only an option within the first ****************************************** free repair is the only option within the first year during the manufacturer's warranty. These policies are clearly outlined on our website. Refund is not an option at this time and a replacement or free in warranty repair is the only option during the manufacturers warranty which has since expired on your original robot, but we will honor a replacement or free repair if that ends up being necessary due to the original delay.
  

  We see that you have yet to speak with one of our tech agents, if you wish you speak with an advanced tech support agent from our tier 2 team, we can have one of them reach out to you to see if there are issues with your current robot and provide troubleshooting steps to remediate any issues that *** be present. They will be able to assist you with a replacement or an upgrade should they determine the robot needs to be replaced, however, from looking at your current robot in our system it doesnt look like that *** be the case.
  

  Please advise if you wish to speak with an advanced tech support agent and we will have one contact you right away.
  

  Thank you,
  iRobot Customer Care

  

  Business Response

  Date: 03/06/2024

  Hello ****,

  Refund is only an option within the first ****************************************** free repair is the only option within the first year during the manufacturer's warranty. These policies are clearly outlined on our website. Refund is not an option at this time and a replacement or free in warranty repair is the only option during the manufacturers warranty which has since expired on your original robot, but we will honor a replacement or free repair if that ends up being necessary due to the original delay.
  

  We see that you have yet to speak with one of our tech agents, if you wish you speak with an advanced tech support agent from our tier 2 team, we can have one of them reach out to you to see if there are issues with your current robot and provide troubleshooting steps to remediate any issues that *** be present. They will be able to assist you with a replacement or an upgrade should they determine the robot needs to be replaced, however, from looking at your current robot in our system it doesnt look like that *** be the case.
  

  Please advise if you wish to speak with an advanced tech support agent and we will have one contact you right away.
  

  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 03/07/2024

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

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

  Mari

   

   

• Initial Complaint

  Date:11/19/2023

  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 purchased S9 and M6 as a set of iRobot in April 2022 for $1700.00 + tax from Best Buy Canada, and within just a few months both the models died down. I called their iRobot customer service and as usual there's a crazy hold and multiple transfers to reach supervisor who has the authority to process any claim within. Finally, after so many calls and emails and sending them proof of defective working, I received replacement for both. S9 has been working fine but M6 has died down again in about six months. I didn't spend this much for the item to just work less than a year and it keeps dying down.*****, I called the manufacturer iRobot again expressing my disappointment with the performance of iRobot M6 and this time instead of investing so much time with the calls and emails going back and forth, I requested for a refund as I simply to give up on the brand.However, they asked to go back to Best Buy which I did but then they had to say the same thing that it is manufacturer's responsibility as their built this product and are in possession of money that I paid them, hence the refund should come from the manufacturer.Although, the item is outside warranty now but if you logically think, the replacement they sent me hardly worked about six months and it died down horribly. In fact, there were times that because it'd keep doing a bad job, I used to mop manually and avoided using it but then I am frustrated and can't no longer keep it.I just need my refund and you can take away your item.

  

  Business Response

  Date: 11/20/2023

  Hello *****,

  We are sorry to hear that you are not enjoying your m6, this is not the experience we want for any of our customers.

  Unfortunately, this robot is outside of it's warranty and very far beyond iRobot's 60-day return for refund period. Because it was purchased through an authorized retailer and not through our website, the transaction does not live in our system to provide the refund to your original payment method. Even if it were, systemically we cannot process a refund from almost 2 years ago.

  The only thing guaranteed under our manufacturer's warranty is a replacement, this and all of our policies are clearly outlined on our website.

  If you wish to proceed with a replacement, we would be happy to provide this as a courtesy as you are very far outside of the warranty on both the original and the replacement robot.

  Please advise if you would like us to process a replacement order for you and we will do so right away.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/21/2023

  Hello,

  Thank you for your prompt response.

  Id have gladly taken the replacement if it were to last long but unfortunately your M6 doesnt perform good as compared to your other robots like S9 which I have been using for a while now.

  I initially purchased S9 and M6 as a set only because I heard really good reviews of your brand but after personally using it, I realized M6 is a failure and it did cost me a lot of money for me to give up on.

  Hence, the only thing Im looking for is a refund so I can invest that money into a much better, durable and performance efficient system. And if you do the math, the replacement I received for M6 was this year and all your brand-new products are to run for atleast a year but this particular model M6 doesnt last more than a couple months whether it is an original item or a replacement, M6 in itself is not worth it. So yes, it is well under warranty provided Ive valid proofs of performance issues registered time to time with you.

  Requesting you again to please refund a highly disappointed customers hard earned money. And please dont ask me to go back to the retailer Best Buy as they keep directing me to you as you are the manufacturer, the mother of the item in question.

  Thank you

  Sincerely,

  *****

   

  

  Business Response

  Date: 11/30/2023

  Hello *****,

  Our robots carry a 1 year limited manufacturer warranty, this warranty states that the only remedy under warranty for a robot deemed defective is a replacement. Furthermore, the original purchase was made at Best Buy, so the transaction does not live in our system to be able to refund you. We are not able to provide a refund systemically or under the guidelines of our manufacturer warranty.

  Replacement robots under warranty hold a 90-day warranty period, if there is more than 90 days left in your original warranty, that time frame is honored instead of the 90 days in order to provide the longest coverage period possible. Your original robot and the replacement robot are both very far outside of that time period and are no longer in warranty.

  We can offer an out of warranty replacement for you as a courtesy, but that is the only remedy we are able to accommodate at this time.

  Thank you,

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

• Initial Complaint

  Date:11/17/2023

  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.

  I purchased the iRobot Roomba s9+ (****) Self Emptying Robot Vacuum on July 11, 2023. Started to have problems with the vacuum approximately two weeks after receiving it. I followed the trouble shooting instructions on the iRobot website with no luck getting it to work again like it supposed to. I would receive different error codes so I called the support center for help. After trying several troubleshooting with them over the phone it still didnt work correctly. After a few calls to support they finally told me it was an update problem and the company will send an update out the first part of October. They sent me a filter and beater bar for compensating my inconvenience. After the first week of October and the update didnt come, I called the support to check on the update. I was told then that it would be more toward the middle of October. I called back around the 20th and they said it should be soon. At this time, I asked for either an exchange or full refund. They keep me on the phone trying to troubleshoot things they knew wasnt going to work without the update. It was very frustrating. I asked for a supervisor but they just keep wasting time trying to troubleshoot and never let me elevate my complaint. The update finally came Nov 2nd. This update fixed the error code it was supposed to fix but I still had problems with new errors. I called support again and they continued to keep me on the phone without allowing me to talk to a person that could help. I finally got someone to contact me through email and said they will send me a new motor to fix it. I told them the motor seems fine but I will try their fix. I put the motor in and I got more codes and problems than I had before. So I put the original motor back but still having issues with it its very upsetting to pay the amount of money for a vacuum that really hasnt worked for the entire time Ive had it (approximately 4 months). I want a refund and not have to deal with this anymore.

  

  Business Response

  Date: 11/20/2023

  Hello *******,

  We apologize for the continued inconvenience, this is not the experience we want for any of our customers.
  
  We appreciate you providing your proof of purchase, someone from corporate will be following up with you shortly to work through your refund.

  Thank you,

  iRobot Customer Care 

  Customer Answer

  Date: 12/07/2023

  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 accept their offer to refund with me sending the item back but I have yet to receive the refund. I sent the item back and they confirmed receipt of it. So I consider this case not resolved until they complete their end of the agreement. Please reopen 

• Initial Complaint

  Date:11/13/2023

  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 a new iRobot Select Roomba J7+ on 11/13/23 for $250 with a $50 discount. Nowhere on the box does it say that it requires a subscription to function. Had I known, I would not have purchased it. This seems like an intentionally misleading omission from the packaging information by the company. This should be clearly stated on the box. I should be fully refunded for being misled. I did not activate the product subscription and do not intend to.Attachments include the receipt and all of the printed text on the box, proving that nothing states that a subscription is required.

  

  Business Response

  Date: 11/16/2023

  ********************,

  Can you please advise where you purchased this Select Roomba? We currently only provide Select robots through the ************ Services section of our website, customers enroll in a subscription plan which keeps the robot on and provides replenishment parts for the duration of the subscription plan - this is all clearly outlined for our Select customers in the contract customers must sign at the time of enrollment.
  
  We want to make it abundantly cleat that we DO NOT offer purchase of Select robots through any other authorized retailer, AND that Select robots are ONLY available through iRobot's website following the completion of the subscription contract previously mentioned. Additionally, we do not have i7+ in our Select program any more for new users, only our j7+ model.
  
  Please advise.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:11/09/2023

  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.

  On October 6th, 2023, order US00790721, I received two Roomba j9+ Robot Vacuums. My girlfriend had surprised me and already purchased them as a gift so I needed to return them. I used the two return labels, 1Z19A2W19098159881 and 1Z19A2W19098813075. Both of them were received on Wednesday, October 11th at 12:46 P.M. at the Dock in *******, **, signed by RCVNG. I received an email that one of the products was returned even though they were both received and scanned at the exact same time. I received a refund for one of the Roombas but not the other. I have called them, emailed them, and they keep telling me that they will look into it and it has been escalated. Time is passing by and I have not heard back in 5 days.

  

  Business Response

  Date: 11/09/2023

  Hello ****,

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

  We see that one robot was refunded but the other was not, upon checking return tracking, we can see that both robots were returned to our warehouse, so we will push the remaining robot refund through.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/10/2023

  [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:11/08/2023

  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 Roomba Combo J7 on May 31st, 2023 for $857.99 (including tax) excited to use both the vacuum and mopping features, but the mopping liquid created a paste like substance with the vacuumed dirt that jammed up the device and caused the self-cleaning feature to fail. In addition, the device started making a screeching noise. I called the company on July 17th to request a refund within the 90 day money back period, but was told I just needed new parts, but the parts didn't do anything so they sent me a new device which arrived on July 31st. The same problem happened with this second new device in mid-October, and they sent yet another new one. The same problem happened yet again with this third device yesterday (11/8/2023) rendering it unusable.Since this is clearly a product failure, I called and spoke to a supervisor and she told me that there was nothing she could do other than have engineers look at it. I tried to explain that three different devices had the same problem and that I wanted to exchange it for a different model, but she refused that and told us we were outside the refund window even though they encouraged us to keep it when we first had the problem. Their response to this is totally unacceptable, especially for such an expensive product.

  

  Business Response

  Date: 11/16/2023

  Hello ********,

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

  We can provide (2) options at this time:
  
  1.) We can exchange your current combo robot with our top model vacuum: the j9+ which is one of our newly innovated models that combines the pet owner's promise and navigational features of the j7+ with the more powerful suction of our s9+ model. It is not a combo model so it does not also have the mopping feature, but it is a very smart and powerful robot.
  

  OR
  
  2.) We can make a one-time only exception and refund you through your original order, prepaid return labels will be provided for you to send your robot back. This will be set up as a standard return, so once the robot reaches the warehouse, the refund will be issued. Then you can take your time comparing our robot models and decide when you are ready to try what might work best in your environment, we have many upcoming holiday sales so you can take advantage of some savings as well.

  Please advise how you wish to proceed.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/16/2023

  [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. 

   

  I will chose the option of the J9+ since I called customer support and they told me that it was a better option than the Roomba s9+ & Braava jet M6 bundle
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/04/2023

  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 have had the iRobot select for just about 2 years in that two years I have had the robot replaced at least two times. *** complained about the support delay in response struggles to get parts when needed. The robot does damage to my walls because it just runs into everything even though the map has not changed in 2 years. It also has done significant damage to front of my couch.The robot requires more maintenance than my normal vacuum. Only benefit is I dont have to vacuum as often but I still do have to vacuum as it does and always has done a ok job. The company has finally released a new robot that supposedly fixes all these issues but wants me to pay another 149 to upgrade because I havent been a customer for 3 years. I now faced with a decision do I stay with iRobot select or do I cancel.

  Customer Answer

  Date: 11/15/2023

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

  

  Business Response

  Date: 11/16/2023

  Hello ****,

  We see in our system that you have a few open cases pertaining to items mentioned here in your complaint where you are unsure as to how you would like to proceed, the desired settlement here is also a replacement.
  
  We see you have a history of attempting to troubleshoot your current robot but are unhappy with only being sent parts to remedy the issue, if you would like a replacement I'd say that is more than fair given your past cooperation - we can connect with the Select team and have them send a replacement robot out to you.

  Would this be a resolution here that you would like to proceed with?

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/16/2023

  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. 
  
  will the replacement be the same or the new model?
  

  [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: 11/20/2023

  Hi ****,

  We see in our system that you have been upgrade to a j9+ with Select, we are thrilled to learn you have decided to stick with the iRobot family!

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/27/2023

  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. 
  

  iRobot has indicated they will reimbursed or refund the cost of the early upgrade or in my case an activation fee. My fee was 149. I will also ask that the ***** feel paid for November to December for their subscription service be refunded as well. I will only consider this case closed once the funds have been refunded to my account  

  [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:11/03/2023

  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 an i 6+ model at target on October 7 that retails for about $800. It worked well for about a week and a half, at which time it started giving me an error. It was impossible to reach their customer service through telephone unless I wanted to sit on hold for 45 minutes. If I push the number for a callback, I never got a callback. So it took me about a week to finally get through to them. The man was very nice and talk to me through, about an hour and a half worth of troubleshooting, after sitting on hold for about 45 minutes. He decided that I needed a new part, and I wouldve rather had a new vacuum it being only a few weeks since I purchased it. I excepted the part concerned that it was going to take a long time to get there, but the part did arrive rather quickly. I put the pardon, and it did not fix the issue. I describe to them what the issue was and asked if I could have a new vacuum. I was hoping that they would send me a new one and I would send them my old one. They said that I should send my document to be repaired through the warranty service, and if it was not repairable that they would send me a refurbished one. This is a three week old $800 vacuum. Since customer service is impossible to get a hold of unless I would like to sit on the phone for hours, I sent messages through ********* which took most of the day for them to answer each message, and was told similar, that I needed to box up, my vacuum, send it to them, have them see if they could fix it, and then, if they couldnt, they would be sending me a refurbished vacuum. Right now Ive been without the vacuum for two weeks, and who knows how much longer I will be without the vacuum. I would like to take it back to the store, and I do have the option to do that, however, they dont have the same model at the store locally that I want. I really think iRobot should stand behind their $800 vacuums, not try to replace new with refurbished and answer the phone and be understanding.

  

  Business Response

  Date: 11/09/2023

  Hello *****,

  We are sorry to hear that you are having trouble with your i6+ robot and our customer support, this is not the experience we want for any of our customers.

  An agent followed up with you on 11/6 regarding your robot and provided a cleaning head module which should resolve the issues you are experiencing.
  
  In the event that this does not resolve your issues, we have also sent a new service robot to you which is just the robot without a new base, your current base will work with this new robot. 
  
  Please note the battery will need to be removed from your current robot and inserted into your new robot. We have included some additional accessories for you also as a courtesy for your troubles.

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/13/2023

  [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,
  
  ***********************