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Business Profile

Vacuum Cleaning Systems

iRobot Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacuum Cleaning Systems.

Important information

  • Customer Complaint:

    BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24

    BBB shared the findings and recommendations with iRobot Corporation.

    The findings appeared to show:

    • Product reliability (warranty and repair issues)
    • Customer service (refund and exchange problems)
    • Product performance (service issues)
    • Delivery and logistics 

    iRobot Corporation on 7/21/24 responded to BBB with:

    iRobot’s values align with the BBB recommendations. Many of the recommended programs already exist today at iRobot, and we are always iterating and working to improve our processes.

    • Quality control:iRobot has a robust quality operation which is broken down by product and area. Hypercare efforts are run with each product launch.
    • Customer Service Training: All of our customer care agents are put through a rigorous process of in-person training and self-directed training modules, followed by a shadow period with seasoned agents before they work independently.
    • Our website provides detailed information on each of our products, including features, specifications, our 60-day home trial, warranty coverage, customer reviews, and pricing. We also offer a "Help Me Choose" feature and a "Compare Products" tool to assist customers in their shopping journey. Each of our products has a detailed owner's guide and we have an online database available on our website with access to hundreds of product-related knowledge base articles. Customers may also reach out to our Customer Care team with any product questions.
    • iRobot utilizes UPS as our delivery partner. Our warehouse, logistics, and customer care operations teams work closely with UPS to settle delivery issues, disputes, and inquiries from our customers.

Complaints

Customer Complaints Summary

  • 365 total complaints in the last 3 years.
  • 130 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.

    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,

    *****

     

     

    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

  • Initial Complaint

    Date:10/24/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    [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,

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

    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

  • Initial Complaint

    Date:10/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    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,

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

    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

  • Initial Complaint

    Date:10/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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.

    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,

    ****

     

     

    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

  • Initial Complaint

    Date:10/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    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,

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

    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

  • Initial Complaint

    Date:10/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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:
    Resolved
    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.

    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: 10/09/2023

    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

    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

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a Roomba robot from ******* It was defective and they didn't have another so I was forced to contact Roomba. Unfortunately, Roomba/iRobot lost the defective robot I shipped to them for repair. After wasting weeks of my time and being given the run-around by telling me to contact their repair depot myself instead of the ****************** of the company figuring out where it was, it was determined that they lost the new (but defective) robot. After a lot of complaining they sent me another replacement robot. Now that robot needs to be serviced in accordance with their "no pet waste" provision. When I called today ************ demanded I produce the proof of purchase AGAIN that I already produced for them prior to them shipping the replacement robot! When I asked for a manager **** just kept repeating the same thing over and over instead of fixing the problem. I have 5 robots from iRobot, and have experienced quite a bit of trouble in getting adequate customer service from them, and this instance is no exception. They need to service the j8+ and quit asking me for information I already furnished to them. I finally got ****** on the phone. It took 42 minutes just to get him on the phone despite asking **** for a manager several times. ****** sounds like he is sending a replacement robot. **** needs training. iRobot Support needs to get their processes in order. I have wasted hours on problems with this one single robot this year.

    Business Response

    Date: 10/09/2023

    Hello *****,

    We are sorry to hear your dissatisfaction with our customer service, this is not the experience we want with any of our customers.

    We will review your customer journey and identify where we went wrong and work to make the necessary improvements.

    In the meantime, your replacement robot was processed by ****** on 9/25 and appears to have delivered on 9/28 - we hope you are enjoying your replacement robot!

    If you have any questions, comments and/or concerns, please do not hesitate to contact us for further assistance.

    Thank you,

    iRobot Customer Care

iRobot Corporation is NOT a BBB Accredited Business.

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