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:11/01/2023

  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 placed my order US00664161 a few months ago. I decided to return my order in full, 3 iRobot machines.I dropped my 3 returns off at **** but a few days later *** returned them back to me due to insufficient postage.I have been trying to get 3 new return labels so I can complete my return. I have called iRobot 5+ times, contacted them on ***************** but I still do not have my new return labels.I have been trying to return these items for 2+ months now, and Irobot keeps telling me Ill receive my labels, and then they fail to respond to me.Please issue me 3 new return labels so I can complete my return.

  

  Business Response

  Date: 11/02/2023

  Hello ******,

  The return labels issued to you were set up in our system to ship to our warehouse, all of our labels are set up the same in conjunction with our *** account, none of our labels lack postage needed to deliver returns to our warehouse as they are prepaid and generated by *** based on the weight and size of the items being returned.

  Your case history shows several different contradictions, you have cases which claim you sent the robots back and they were delivered to iRobot (cases ******** and 09722998) at which time you follow up on several cases looking for your refund. However, whatever packages you sent back did not contain the robots, they delivered to the city our warehouse is in but did not deliver to our warehouse. We only provided one set of labels to you and those were the labels you claim delivered when you requested your refund. You now say the robots were sent back to you which confirms that the robots are still in your possession despite previous claims insisting that you returned them.

  Your case history, robot return transit journey, and story inconsistencies are consistent with widely reported and confirmed *** fraud and details of your claims have been submitted to our internal fraud and legal teams for additional investigation. You did not return the robots within the 60-day return window which has now passed. Under iRobot's limited warranty, following the 60-day return window in which robots may be returned for any reason, the only guarantee we offer is robot replacement following troubleshooting to determine the robots is in fact defective. Your order is no longer eligible for return per our clearly outlined return policy and warranty. If you experience issues with your robots at any time which require technical assistance, please reach out to customer care to be connected with a technical support agent.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/29/2023

  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. 

  I called iRobot in late October and requested return labels for my order. On November 2,2023, iRobot provided me with 3 shipping labels so I can return my items. The items were returned and delivered in original condition, and iRobot has still yet to refund me for my order. Please verify these tracking numbers of the return: 1Z19A2W19099383789 1Z19A2W19094321569 1Z19A2W19095854796 I have called but it seems no one is willing to process the refund. Im told that someone will verify with the warehouse that the return was received. Im not sure why this is taking over a week. Please verify the return with the warehouse, and refund the order once verified. I understand this is a larger order, but I used the shipping labels provided by iRobot and returned my order in full, so I dont know why theres any issue. If my order isnt refunded, Ive been instructed to pursue this further with the attorney general of ********, and will be considering legal action if my issue isnt promptly resolved. 

  

  Business Response

  Date: 11/30/2023

  Hello ******,

  Our corporate care operations team reached out to the warehouse yesterday when this was escalated to us, the warehouse receiving team is currently working on locating your return shipments. 
  
  Our system is set up to automatically push refunds upon receipt and inspection of returns, so when this doesn't automatically happen, we need extra resources to confirm if the returns were received or not.
  
  Following your original return request over the summer in which you claimed to return the robots and repeatedly asked for a refund when you did not actually return the robots, is why we are taking extra precautions with your second chance to return which we provided as a courtesy since you are very outside of our standard return window. 

  Please note that we are currently in the middle of peak holiday season and are working with much higher than usual volumes, so it may take the team a little more time than usual to locate your return shipments, but please know that we and the warehosue team have the robot serial numbers and the return tracking information and are diligently working on locating the shipments for verification.

  Once they are located and verified, your refund will be immediately pushed through.
  

  Thank you,

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

  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 have instructed my bank to close the active chargeback dispute.

   

  Please let me know when I can expect this refund, the items were delivered about 2-3 weeks ago.

   

  Thank you for the update, I do appreciate it.

   

   

• Initial Complaint

  Date:10/28/2023

  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 bought the Roomba J7+ from iRobot, after two weeks of use it broke down. How did it break down? It passed trough dog s*** and spread it all over the house (health hazard)... but wait, I bought this unit because the advertisements said that it could detect obstacles, and that includes dog s*** but it didn't avoid the dog s*** and it just spread it all over the floor. I contacted iRobot through email because they don't answer the phone in an appropriate time, and I never got any answer back from them... it went like this until the warranty expired... so what they did is ignore my requests and wait until my warranty expires so to not take any responsibility for their faulty, underengineered product. How can corporations release un-finished, untested, and under-engineered products and sell them at premium price??? How can that be legal? Also, I have no respect for BBB... I think you people were placed here to be a punching bag for consumers and to protect your masters, the corporations. I mean... what has the BBB done to affect positive change? Nothing. The fact that corporations in *** can financially **** people and get away with it is insane! I truly regret moving here... I feel like a slave in ***. My desired resolution is for irobot to close doors and to stop financially ****** people and deceiving them. Businesses like those don't deserve to exist. I was defrauded and deceived by iRobot with fake advertisements. Also, I would like for them to return my hard-earned money... they don't deserve it! I'm furious, and enraged. So what does the BBB do? You call on my behalf and say that I have a complaint to iRobot? ?? And then? The BBB has absolute no legal power to do anything about anything. You're like a fax machine... you exist, but totally useless. I hate this slave pedo country. All the CEO's and politicians are legit pedophiles... no one cares for anything outside of their fake plastic ********** corporate lives, and that' why evil can get away with anything.

  

  Business Response

  Date: 10/30/2023

  Hello *****,

  We are sorry to hear that you are not satisfied with our robot or our company, this is not the experience we want for any of our customers.

  We have thoroughly investigated you case history and found that you registered your j7 robot, "******* Slave," on 12/31/2021 but you did not report this pet waste incident until 4/9/2023 when the robot was already outside of its warranty period.
  
  Our records indicate the following:
  09478195 - case created 4/19/23 (out of warranty) Proof of purchase was not provided, and the agent on the case reached out to you twice to assist and you did not reply - the case auto resolved after sitting unanswered for over a week.
  09524236 - case created 5/9/23 (still OOW) Proof of purchase still has not been provided, pictured were requested, pictures were sent of the robot filled with hair to the point where robot performance was likely affected, but no pet waste images were provided, the last agent response was never replied to, the case auto resolved after sitting unanswered for over a week.
  09856646 - case created 10/22/23 (still OOW - and 6 month post first outreach) Proof of purchase has still not been provided, images were provided which include the same white dog hair, pet waste is present at this time. Our system shows that the robot has been running regular missions since the reported pet waste incident, and has been run as recently as this past week.
  

  Our warranty information is clearly outlined, your robot is unfortunately very far outside of that warranty, and we are not able to provide a replacement to you at this time. 
  

  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 10/30/2023

  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. 

  [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:10/24/2023

  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 a Roomba I3 Robot on 12/31/22. I have had issue with this Roomba since day 1. I have called customer service regarding this issue on multiple occasions at the beginning of 2023. **************** opens a new claim every time that I call. The have had me take the robot apart, move it from room to room, reset the app, reset the robot and sent me a new base. I have tried everything they asked with no avail. I called today and requested a refund and was told that they only refund for the first 90 days. I explained to the representative that I have been working with them for 9 months and my robot is still under warranty and I wanted a refund. She told me that a supervisor would call but they would tell me the same thing.

  

  Business Response

  Date: 10/30/2023

  Hello ******,

  We are sorry to hear that you are having issues with your i3 robot, this is not the experience we want for any of our customers.

  Unfortunately, we cannot process a standard refund as you did not purchase from iRobot, the transaction does not live within our system to return the funds to your original payment method.

  Aside from this, iRobot's trial period/return policy is 60-days post-purchase and your first reported issue is very far outside of that timeframe. The only thing guaranteed under our limited warranty is a replacement.

  We see that you have not yet had a replacement sent to remediate the issues you have been experiencing, we would be happy to process the replacement order for another i3+ OR an upgrade to a higher robot model if you prefer to try something else at this time.

  Please advise how you wish to proceed.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/30/2023

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

• Initial Complaint

  Date:10/24/2023

  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 this refurbished iRobot which is supposed to be factory refurbished so it should be equal to a new model and it is the latest model I have been discussed with the performance. It continually gets error eight and Ive been in contact with iRobot customer support they sent me some new filters and brushes maybe go through recording videos, and Emailing back-and-forth the problem. I was told that the problem would be resolved by a software update, but after the software update, it mightve worked for a day or two and then back to the same error eight and this continues to happen on a daily basis no longer works I would like a replacement with a new model that doesnt have error I would also like to have compensation for the hours. I have spent working on this with the representative.

  

  Business Response

  Date: 10/30/2023

  Hello ****,

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

  At this time, we are able to replace this robot for you with a brand new model, we are happy to include extra accessories as a courtesy.

  Please advise if you wish to proceed with a replacement with additional accessories and we will have that taken care of that for you.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/05/2023

  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:10/23/2023

  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 am opening a new case since I did reply but the BBB closed it anyway. Why?I have two "new " units from this company that don't work. I call and call, wait on hold for 30 minutes then talk to an overseas rep who hardly speaks English, then they finally after troubleshooting and nothing works say they will take my name and number and have a supervisor call me back. This never happens. I have the phone records to prove it.these machines cost over 1k and don't work.One constantly says replace the bin the other one starts and stops Both have been reset many many times.how can this company get away with selling 1k products and then not returning calls?they send duds and then refuse to replace the I have two brand new units sitting here... I can upload my phone recoreds if needed

  

  Business Response

  Date: 10/30/2023

  Hello ****,

  We are sorry to hear that you are still experiencing issues with your s9 robot, we can see that following recent troubleshooting, the issues persist. 

  Per your desired case settlement here on your complaint, we have processed a replacement for you.

  Warranty Order ******** has been placed today and should arrive to you within 3-5 business days. An order confirmation email will be arriving in your inbox shortly and pre-paid return labels will be included for you to send your current robot back, please feel free to use the packaging your new robot arrives in to send your old robot back in at your earliest convenience.

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

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:10/21/2023

  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.

  Bought an irobot vaccum in January 2023 by June of 2023 it was having problems with bumper falling apart .I contacted irobot and they sent me a new robot shell but I had to use my original battery for it and cleaning cup.the new 9ne had problems with bumper sticking so I called them they sent me another one it has same problem.i asked them to send a whole new vaccume battery dock and everything they wont.i asked for refund they said no I have had it more than 3 months.sick of dealing with there crappy product and they do not help there customers.

  

  Business Response

  Date: 10/30/2023

  Hello *****,

  We are sorry to hear of the issues you have been experiencing with our i1 robot, this is not the experience we want for any of our customers.

  At this point, we have can either replace your current i1 robot with an entirely new i1 unit (robot and base) OR we can upgrade your robot to a few models up (i5+) as a courtesy for your troubles with this model if you prefer.

  Please advise how you wish to proceed, and we will take care of that right away for you - either way, we will provide pre-paid return labels so you can send your current defective robot back.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:10/19/2023

  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.

  Series of events that took place over the course of June 28 and still ongoing to today as of October 18. iRobot agreed to send in the corrected 2day Air label for return but has ignored multiple requests to send in the corrected return labels over the course of 74 days from July 20 2023 of agreeing to provide the corrected 2day air label to October 1, 2023 when I actually returned the items on my own accord. I believe enough time and attempts has been offered to iRobot to provide the corrected labels but no valid Air labels were given.In accordance with Robot Corporation return policy, I am requesting that iRobot refund the total amount of the subject items, any taxes incurred, and finally the cost to return the items for a total of $1,604.17.

  

  Business Response

  Date: 10/30/2023

  Hello ****,

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

  Our records indicate that air return labels were sent to you (3) separate times for your return. 

  Additionally, your refund in the amount of $1,340.19 was processed for you on 10/17/2023 on Credit Memo DOC-********* which successfully posted.

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/02/2023

  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. 

  As stated in my original complaint.  No valid AIR return label was given to me.  Only label recieved was a ground label which was invalid.  All communications to recieve my valid AIR label was ignored.
  
  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:10/16/2023

  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 robot mop won't cover a warranty claim due to their system?i have been working on this for 4 months and cant them to send me a replacement that works. they did once but it was bad when i got it hence why they wont send me another one and that one was sent back. even their last email says it was under warranty. i have called them to I am blue in the face, they are always nice but no results.see my attachment for dates and emails from them.very disappointed...

  

  Business Response

  Date: 10/17/2023

  Hello *****,

  We have processed a replacement m6 for you on order# ********.

  If you haven't already, you will be receiving an order confirmation email shortly and then you will receive another email when your order ships that contains tracking information.

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

  Thank you,

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

  Customer Answer

  Date: 10/22/2023

  Better Business Bureau:
  

  Thanks you BBB for getting I robot to respond to my request!

  I worked on this for 4 months and it took you hours to get them to respond to the BBB.

  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:10/13/2023

  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.

  Received a defective Roomba s9+ in December 2022 and subsequently received a replacement in January 2023 with similar software issues. Have been repeatedly told by technical support (as recently as 10/13/2023) to wait for a software update to fix the error as I would continue to experience same issue if to receive a replacement Roomba of the same model.

  

  Business Response

  Date: 10/17/2023

  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.

  Because your replacements failed to meet your cleaning expectations and your robot is still within the manufacturer's warranty, we will by-pass the 60-day return window this one time as a courtesy.

  A return has been initiated on your original order and return labels have been emailed to you. Please package up your robot and ship it back using the prepaid return labels we have provided to you via email at your earliest convenience. Your return will process once it reaches our warehouse.

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

  Thank you,

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

• Initial Complaint

  Date:09/29/2023

  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.

  The iRobot company fails to assist me with repairing my iRobot for MONTHS. It has been constantly erroring, failing to dock itself and so on and the company keeps saying to reboot and factory reset it instead of doing something about it. They have replaced it probably 4 times and refuses to replace it and all they insist is to reboot it constantly. They fail to assist and hung up on me with LONG wait times for assistance.

  

  Business Response

  Date: 10/09/2023

  Hello *******,

  We are sorry to hear that you are dissatisfied with the customer service you have received, this is not the experience we want for any of our customers.

  We can see that you are currently working with one of our highly trained escalations agents at this time, we assure you that you are in the ************* as you work with them towards a fair resolution.

  If there is anything further that we may assist you with, please do not hesitate to reach out.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/09/2023

  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 have contacted the escalations team and they yet have not helped, I was told I'd be transferred to a Senior Dev, although I am not. I am very disappointed and very dissatisfied.
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 10/17/2023

  Hello *******,

  The most recent case you have open in our system has a case feed with our agents in which you were promptly assisted and responded to regularly. The most recent case record explains that a replacement i6 Roomba and Battery were processed for you on 10/12 on orders ******** and ******** which have since shipped and been delivered to you according to tracking.

  At this time, it would appear as though your issue has been resolved with this communication from our team along with you robot replacement.

  If you find yourself in need of further assistance, please feel free to contact us.

  Thank you,

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