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:06/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some items from irobot and eventually had to return them. One was a gift and two for my house (both floors). Unfortunately they had to be returned, brand new unopened due to unforeseen financial issues. They were delivered back to your wearhouse over a week ago and I keep getting the run around about my return. Opened a case twice and your customer service literally makes up a new excuse every time. There's no consistency, it's extremely unprofessional and pathetic. I still don't have my money while you have your product. I call and ask for a manager or supervisor but you guys claim to not have any. What kind of business is this and where's my money? Order Number: US00611113

  

  Business Response

  Date: 07/14/2023

  Hello ********,

  We are sorry to hear that you did not enjoy your robots.

  We have been working closely with *** and our warehouse on this issue and we have been informed that while the boxes associated with your return tracking were delivered to our warehouse, we have confirmation that they arrived empty which is why your refund was not issued. The packaging was intact and the tape was not tampered with which indicates there was no possibility of the packages being intercepted and emptied in transit. In order for the system to push the refund, the returned robots must be scanned back into the system.

  If you still wish to return your robots for a refund, please let us know and we will provide new, prepaid return labels to you as soon as possible.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:06/24/2023

  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.

  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 unsure how you got the information that I have the robot and am using it, but I guarantee you that it is not within my possession. I can't return a thing again when I already returned it. Not sure why my email was registered in the system, since I didn't even set it up and returned it immediately. I'm going to change my email password, if it is compromised.
  I need a written confirmation that IRobot has responded to *** claim, as that was not what I've heard from the agent that I talked to. I also need a date estimate, as I cannot keep waiting. All I knew was that the Warehouse has the claim and it's pending. I don't have any other information. I don't understand why while *** has confirmed it is lost, IRobot is unable to refund me and resolve that with *** later, since you are a corporation with resources after all. Please help me get my money back.
  
  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,

  ****

   

   

  ? It's Irobot and ***'s business to work it out by yourself but I have no responsibility in this. I need to get a refund soon.

  

  Business Response

  Date: 06/26/2023

  Hello ****,

  We have reviewed your cases and can see that the claim is missing a document needed for the investigation to be completed by **** iRobot is able to assist with this part of the process as you were advised by an agent on your case. Once the claim is completed, *** will confirm when reimbursement for the robot is sent. This is a *** process, not an iRobot process and as such we are bound by the flow of this process.

  However, we can also see in our system that you registered the robot on 6/1/2023 using the email address you used to file this claim and that it has been running regular, successful missions in your home since then and as recently as yesterday, 6/25/2023. We can also see a new map was not created, the original map you created is what the robot is currently utilizing which would rule out the robot being intercepted and stolen in transit.

  If you still wish to return this robot, please let us know and we will send out a new prepaid return label so you are able to return your robot for a refund.

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

  Thank you,

  iRobot Customer Care

   

  

  Business Response

  Date: 06/30/2023

  Hello ****,

  In our system, we can see that your robot was registered using your email address on 6/1/2023, it would not be possible for someone to intercept your robot in transit and then also use your email address to register the robot as your email address would be included on the return label. Additionally, we can see that your robot is utilizing the map you created when you set your robot up, the names of the rooms include a name you have provided to us on your support case.

  If you still wish to proceed with the return of this robot, please reach out to customer support team for a new label.

  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:06/23/2023

  Type:Order 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.

  [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: 06/26/2023

  Hello ***,

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

  We have processed a replacement for you on order# 06808698 - if you haven't already, you will also be receiving an order confirmation email.

  On this email, there are prepaid return labels, please use those to send your defective robot back. Any box in your home will do, but if you do not have one large enough to fit the robot and base, you may use the packaging your new s9 will arrive in.

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

  Thank you!

  iRobot Customer Care

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The handheld vac will not be returned as there are no issues with it. The other 2 will be returned  

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

  ens. Several hours go by with no call. I call back in and am told there is no notes regarding my issues and that a replacement can not be given as the u its have been replaced already. I was told to wait for a fix and maybe they would work. Now Im sitting here with over a grand is robotics that do not operate right and can not use them. I requested a refund and was told no. However warranty states I am entitled to one but the company refuses.

  

  Business Response

  Date: 06/23/2023

  Hello *******,

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

  Our 60-day money back guarantee window has passed on your order, but since the robots are still under warranty and replacements are not resolving the issues, we will honor the return. We will provide prepaid return shipping labels for you to send the robots back and we will process the refund to the payment method used to make your purchase.

  We have located your order from 1/8/2023 which has an m6, an s9 and an h1 robot on the order, please advise if you will be returning all (3) robots or if your issues are only with the s9 and the m6 robot per this complaint.

  We will be able to process the return for refund as soon as we have confirmation from you on which robots you are returning.

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 and would like a brand new replacement. 

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/22/2023

  Hello *****,

  We are sorry that you are not enjoying your s9 robot thus far, this is not the experience we want for any of our customers.

  We appreciate you providing your proof of purchase, this is very helpful for ** to assist you in resolving this issue.

  Since you are under warranty, we would be able to process a replacement for you if you would like to give it one more try.

  If you do not want to proceed with a brand new replacement, you are still within iRobot's 60-day return window, so we will be able to honor the return for refund.

  Please advise as to which option you wish to proceed with, and we will work with you to resolve this issue.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 09/19/2023

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

  I was sent a replacement iRobot vacuum because Best Buy would not replace. The vacuum I have is useless. IROBOT refuses to help me. Best Buy wouldn't even help me with the initial vacuum, neither would you. I had to file a BBB complaint to receive replacement. THE REPLACEMENT DOESNT WORK AND IROBOT TELLS ME THEY WONT HONOR WARRANTY. BEST BUY SAYS THE REPLACEMENT WAS SENT BY IROBOT SO THATS WHO NEEDS TO HONOR WARRANTY. WHAT AM I SUPPOSED TO DO?! HIRE AN ATTORNEY?! PLEASE ADVISE.  

  

  Business Response

  Date: 09/28/2023

  Hello *****,

  We are sorry to hear that you are having issues with your replacement robot, this is not a common issue and certainly not the experience we want for any of our valued customers.

  We see in your case history that you have been offered and accepted a new replacement, is this the solution you wish to move forward with?

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/03/2023

  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 # ********. 

  I have repeatedly asked for a refund because first replacement you sent is essentially unusable due to the numerous issues I've described in my initial complaint. However, I was told by iRobot customer service that another replacement is the only option.  I agreed to a replacement in lieu of a refund because I was told you would not refund my money. I absolutely want and deserve a refund. 

  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 10/17/2023

  Hi *****,

  We can process a refund for you, thank you for sending over your proof of purchase as this helps to expedite this process.

  A member of our corporate team will be in touch via email to walk you through the rest of this process.

  Thank you,

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

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While I am still extremely let down that my 800 series died in less than a year and half and now my 600 did the same. And worse the customer support I have repeatedly recieved has been awful I accept this solution but want the company to be aware that my wife counts on roomba and we save up for a long time especially for that $500 800 series. I no longer trust this company after the lengths I have had to go to get help. And the amount of wasted money and time is not ok.

  

  Business Response

  Date: 06/22/2023

  Hello ***,

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

  We have placed an order for a replacement robot on your behalf as a one-time courtesy. 

  This was processed on order# 06799532, if you haven't already, you should be receiving an order confirmation email shortly.

  If you have any questions, or if there is anything else we are able to assist you with at this time, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:06/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,

  ****

   

   

  

  Business Response

  Date: 06/30/2023

  Hello ****,

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

  Please note that the Amazon acquisition is not yet final and iRobot and Amazon are operating as two entirely separate companies at this time.

  Regarding your request to reach support, customer support can be reached at **************, Monday through Friday: 9:00am - 9:00pm EST, Saturday & Sunday: 9:00am - 6:00pm EST. You can also contact support via email and through our website customer service form: ***************************************************************.

  At this time, we will have a customer service agent reach out to you as soon as possible.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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. The company has contacted my and in the process of repairing my defective unit.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/22/2023

  Hello *******,

  We are sorry to hear that you are having issues with your e5 robot, this is not the experience we want for any of our customers.

  We can see from your most recent case history that you are currently being assisted by one of our agents with the repair process and you are waiting on a shipping box and label. We apologize for the delay - I have reached out to my contact at ***************** to ensure the box and label are sent to you as soon as possible.

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

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:06/11/2023

  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 not heard from the business in response to my complaint.i want them to call me 

  

  Business Response

  Date: 06/22/2023

  Hello *****,

  We are sorry to hear that you are not satisfied with your customer service experience thus far.

  We have looked into your case history and can see that your j8 robot has been running regular, successful missions and evacuations as recently as yesterday 6/21.

  Can you please elaborate on the issues you are currently experiencing so we are able to best assist you?

  Thank you!

  iRobot Customer Care

  Customer Answer

  Date: 06/23/2023

  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,

  *****

  i have missing part and why you guys cant email or call me 

   

  

  Business Response

  Date: 06/30/2023

  Hello *****,

  We appreciate your response.

  As mentioned on the previous message, your robot is running regular successful missions - most recently today 6/30/ 2023. This would indicate that you have received all the parts needed for your robot to function.
  
  The ****** models do not include additional accessories in their packaging (filters, spinning side brushes, evac bags, etc.) if those are the parts you are referring to. If you wish to acquire additional accessories such as the ones I have listed here, please visit iRobot.com and/or another authorized retailer to purchase accessories for your robot.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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. 
  

  This was the ideal outcome & the service I hoped IRobot would provide. I look forward to resolving this matter, purchasing the extended warranty, and continuing to be a loyal customer. Please let me know when I can expect contact from iRobot and what method they will use to contact me. 
  

  Thank you again. 
  
  Regards,
  
  ************************************

  -forth in emails, as well as contacting customer service on the phone Im still looking for resolution. Its the principle of the matter at this point. Their lack of customer service is unacceptable. Its a choice in their part of customer ************************* For a company this large, I believe they have the ability to rectify the situation and provide a sufficient resolution as there shouldve been from the beginning.

  

  Business Response

  Date: 06/15/2023

  Hello *****,

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

  We do have several documented attempts from members of the corporate manually sending the extender warranty purchase link through on your case, however, the system seems to be experiencing some technical difficulties that appear to be blocking the outbound messaging here.

  We are going to honor your request for an extended warranty as you have been attempting to sign up since prior to your warranty expiring.

  A member of our corporate team will be reaching out shortly to touch base and explain this process.

  Thank you,

  iRobot Customer Care