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:04/18/2023

  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 purchased the robot Roomba i3+EVO self emptying robot vacuum on 11/30/22. I have had multiple issues with my machine on different occasions. Irobot sent a replacement due to the issues. However, the replacement is not the machine that was purchased and failed to work. I spoke to a representative named ***** on 3/18 about the issues that I had with the replacement as the replacement was not working. The call was then escalated to a supervisor who was going to call me back. I spoke with ************ on 3/21. During that time, **** informed me that they no longer had any models of the one that I purchased and did not know when they would be restocked. He also stated that he would look into seeing if I can have a higher model since he was not sure if/when that model would arrive. **** ASSURED me that he would contact me the next day once he had More details concerning a restocking date if possible or if an upgrade could be reissued. This manager promised to call back and stated that he would email if he could not call. Needless to say, the supervisor never attempted to call me and sent an email the next day stating that " the warehouse would restock soon and he would send a replacement once they are available. I contacted him as soon as I received the email only to be told that he was not available to speak. I then received an email stating "Hello ********,This is **** from iRobot Product support, I understand that you called today wanting to speak with me but I was unavailable at the moment. My schedule looks a bit tight today, but if you would like to share your questions or concerns through email, I'll be happy to respond when I have a minute." I responded to **** via email that, he did not honor his word and that I have no update as to when I would be receiving a new iRobot. I have continued to call and even spoke with ************** who requested a copy of my purchase receipt, which I submitted immediately after the call. Still I have received nothing. See attachment

  

  Business Response

  Date: 04/19/2023

  Hello Richanda,

  We are sorry to hear of the delayed response with support, this is not the experience we want for any of our customers.

  We have looked into your case history and see where you were advised that an in warranty replacement would be sent and that there is currently no inventory of your current model.

  We have gone ahead and placed an order for an upgraded robot for you on order# 06653651. You will be receiving an order confirmation via email shortly (if you haven't already by the time you receive this response.)

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

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:04/15/2023

  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 bought a roomba j7+ from Amazon, a week after I had it, it started not working properly. I contacted irobot for tech support, they said it was a bad unit and sent me a new one. A month later the new unit started to have trouble, I contacted them again and after a month of back and forth emails always getting a different person I was told they would give me a refund or give me a S9+ I spent another month trying to get an answer and was finally told there was a check in the mail 3 weeks has gone by, no check and no communication. Every time I call or email I get a new person and they don't know anything about it, I send them a copy of the email stating the refund and they go silent..

  

  Business Response

  Date: 04/18/2023

  Hello *****,

  We are sorry to hear of the issues you've had thus far with support, this is not the experience we want for any of our customers.

  We have located the original email from your case history in which you were provided the manual refund or upgrade option, furthermore we have located your proof of purchase in a separate case.

  A member from the corporate care team will follow up with you shortly to walk you through the manual refund process.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/18/2023

  [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:04/13/2023

  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.

  I purchaed this unit NEW last year, around Christmas for $1300.It only worked a few times before it stopped. I called iRobot and they said they would do service on it for free, the pick up and return and waiting for the unit took about a month. It came back and is missing a battery and is broken( cracked on top). It was in perfect condition when I sent it. Also, I knew the battery would be separate but why should i have to deal with that?I am a disabled person with very limited strength. This is the main reason I bought the unit to help me. I don't have the ability to use s**** drivers to open this unit and replace a battery and i shouldn't have to. I deserve a brand new one as I paid so much for it.I have tried to contact iRobot but feel i get nowhere and I need this vacuum to work right away. Please.I can't clean on my own. I would like a return label and a new unit, battery already installed, sent in its place I deserve that!!Why buy a unit for over 1k if it doesn't last more than a month and i am treated like this over it?

  

  Business Response

  Date: 04/17/2023

  Hello ****,

  We apologize for the unfortunate chain of events that have lead you here, this is not the experience we want for any of our customers.

  We have placed an order for an entirely new unit for you at this time - no battery switching or anything like that will be necessary. This was done on order# ******** and you should be receiving a confirmation email with return labels shortly if you haven't already.

  If you have any further questions/comments/concerns regarding this matter, please do not hesitate to contact us.

  Thank you!

  iRobot Customer Care

• Initial Complaint

  Date:04/12/2023

  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.

  iRobot is selling junk items then replacing them with broken products until the warranty runs out. Im now on my fourth broken product from them and they are refusing to refund my money. This cost me $1,249 and I no longer am wiling to b a victim to fraudulent companies. They are also unwilling to send me a replacement product until I send them the product I have but as of today they still have not sent me a return label.

  

  Business Response

  Date: 04/13/2023

  Hello *******,

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

  We can see on your most recent case with **** that return labels have been provided and the offer for replacements under your current warranty have been extended to you.

  We would be happy to replace the robots for you, but if you wish to instead and be refunded, we will need proof of purchase to determine which authorized retailer the robot was purchased from and the exact amount in which you paid as we would have to provide the refund manually by check as we do not see an order for the robots in our system. 

  Please advise how you wish to proceed and we would be happy to walk you through either process.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/14/2023

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

  [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,

  ****

   As Ive told them numerous times I have 3 to return  ***** decided to tell me to take on the responsibility of returning them but thats not my job.  I still need a third return label and box before I take the 30 mile trip to ****  Their product is whats failing and they are not listening to what they are being told.  Last time he just decided to hang up on me so they are the ones not resolving the issue  

   

   

  

  Business Response

  Date: 04/19/2023

  Hello *******,

  Can we please have more information regarding the rejection to our initial response. Are you having issues with the prepaid return labels that were provided? Would you prefer replacement robots instead of a manual refund?

  Please advise so we are able to best assist you.

  Thank you,
  

  iRobot Customer Care

• Initial Complaint

  Date:03/30/2023

  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 have a iRobot M6 that broke down so a replacement was sent to me in Feb 2022.The replacement unit was operating with issues on and off through out last year.I requested technical support in September ***************************************************** November 2022 because the unit would not move. Then the unit would work again for a few days so nothing ever happened from the November case.Again on Feburary 15th I contacted iRobot again after realizing that the unit has been functional for less than 30% of the time. iRobot's solution was to send me a plastic tray which was odd and did not fix the problem.Eventually in March the iRobot agent told me I should buy a new M6 because my warranty ran out on Jan 29th 2023.Here are my problems with my years of experience with iRobot.1. I have bought more than 5 units from iRobot, they all glitch out within a few months. I kept on buying them because it is the only major option of cleaning robots for years.2. iRobot has access to my machine's cleaning history so it was very easy for them to see that the machine was not working most of the time, yet nothing was dont.3. it was almost like iRobot dragged on fixing problems until the warranty expires so they could tell the consumers better luck next time.I will not be buying another iRobot unit, but I do not think irresponsible companies should continue pumping out inferrior products without consequences.

  

  Business Response

  Date: 04/07/2023

  Hello ***,
  

   

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

  If you would be willing to give us another try, we would be happy to send you a full pack-out replacement at this time.

  If you truly wish to part ways with your m6, please provide proof of purchase from the authorized retailer you purchased the m6 from and we will have someone from our corporate care team reach out to you to proceed with the manual refund process.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/13/2023

  [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. 

  Irobot team please note that the unit's warranty expired on Jan 29th, but it was not able to function months before that. Thank you.

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

• Initial Complaint

  Date:03/27/2023

  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.

  Robot purchase 10-2022 Im away because if my job and just began using item. It rattles then stops working Serial number *********************

  

  Business Response

  Date: 03/28/2023

  Hello ****,
  
  

  We are sorry to hear that you are not enjoying your Braava Jet 240 so far, this is not the experience we want for any of our customers.

  We looked into your case history and don't see that this robot is currently provisioned for further insight but on the voice call you and the agent discuss the robot being over a year old and outside of warranty. Can you please provide the original proof of purchase so we can determine the next steps that we need to take to best assist you with the issues you are experiencing?

  Engaging in active troubleshooting with an agent to determine the issue and how to proceed will most likely be the best way to resolve the issues you are having.

  Please provide proof of purchase at your earliest convenience and let us know if you would like us to put you in touch with a higher level agent to troubleshoot the issues you are currently experiencing with your robot. We will monitor the case to resolution to ensure you are receiving the best care and solution possible.

   

  Thank you,

  iRobot Customer Care

  
  

• Initial Complaint

  Date:03/21/2023

  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 i7 plus Roomba Vacuum system on **** March 15th 2023. Received March 20,2023. When I first opened the I found a 240volt power cord in the box. I went to my computer and signed into my **** account and started to do a return on the item. I sent a note to the seller and very shortly received a reply saying that there were 2 power cables in the box. I messaged back that I had found it and got an almost immediate reply to close the return. I did as the rep asked me to. I plugged in the base and put the Roomba i7 on the charge while my wife and I ran errands. When I got home, I wanted to test out the unit since the app said it was fully charged and ready to map my home. I sent a command from my iPhone to map. The unit played a tune and backed off the charger and once it had cleared it began to spin. Then I get error code that said to tap the bumper and push clean. It did this over and over. I contacted technical support and **************** began to assist me. First in getting the serial number and my phone number. We did some troubleshooting and nothing corrected the issue. She told me that a new unit could be sent to me but I needed to provide proof of purchase. I scanned in the all the **** documents, she verified my address and zip code an email. Then I waited, once she had the documents, she told me she did not have any units in the i7, i8, or i6. Since the rep from the cord issue had told me to close the return on **** now, I cannot reopen it. Now I am not able to return the unit thru **** and I am getting the brush off from Tech Support. I have a brand new never use Roomba i7 plus serial number ********************* that is basically worthless. This machine is under warranty and the company should make things right. Send me a new system. You already have ****** of my money. I want you to either replace the unit or refund my money in full. the case number from Tech support is. ******** it feel the rep knew when I closed the return I would be stuck.

  

  Business Response

  Date: 03/24/2023

  Hello *****,

   

  We are sorry to hear you are having issues with your i7 and with the support you have received thus far, that is not the experience we want for any of our customers.

  While investigating your claim, we discovered an agent had gone ahead and processed a replacement robot with accessories for you yesterday 3/32 after you had filed this claim here.

  This recent activity is aligned with your requested settlement here, but if there is anything else you would like us to take a look at or assist you with, please do not hesitate to reach out to us.

   

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 03/24/2023

  Thank you for your reply, yes, I called in Yesterday to see if I could contact a agent that would help me to fix my issue. ****** did a great job; she understood my frustration with ****** (the first rep). I believe a company builds its reputation not only on product development but more importantly how it takes care of customers after the sale. I was taught that if you make a customer happy, they tell 10 people about your company and product. If you do not take care of a customer, they tell 100 people how poorly that a company takes care of them. ****** to me was an example of very poor customer service. I accept the businesses resolution and hope that in the future if the need arises, they take care of the problem without having to bring an outside entity into the matter.  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/20/2023

  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.

  iRobot Roomba 694 stopped working after less than a month of use.Amazon refused to refund the money because I only opened the claim after 4 days of the deadline.iRobot, which operates in brazilian territory, refuses to replace the equipment or offer a refund because the product is outside the US.It was $310.65 thrown in the trash, due to warranty rules that make no sense.Date of the transaction: Feb 1, 2023.Amount of money: U$310.65 What the business committed *** provide me: a vaccum cleaner robot that works in any residence, no matter nacionality.What the nature of the dispute is: replace it or refund my money.iRobot hadn`t tried to resolve the problem.iRobot Case Number: ********

  

  Business Response

  Date: 03/23/2023

  Hello ******,

   

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

  While iRobot does operate in ******, that is not the obstacle here. Our 1 year Limited Warranty is very clear and states: ************* Warranty is only valid and enforceable in the country where you purchased the Product." 

  The warranty becomes void once you take the robot out of the country in which it is purchased, this is true for all countries in which a Roomba may be purchased. Unfortunately, you are not eligible for a refund or return at this time as the robot was purchased in *******, ** and brought to live in ****** which voids the limited warranty. Had you purchased the robot in ****** and brought it to live in the US, the circumstances would be the same. 

  If you are interested, you may read more about our Limited Warranty in this article from our website: ******************************************************************;

  If you wish you further troubleshoot the issues you may be experiencing with your robot, we have highly trained agents across several tiers who would be happy to assist you in getting your robot back up and running as intended.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/15/2023

  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 iRobot j7 on 1/28/23. The iRobot kept getting stuck saying the bumper was stuck and tap to unstick. It was happening more and more until the iRobot no longer worked. I called irobot customer care and rather than replace with a new robot, they advised me to send to core centric. This is where it went downhill. I mailed the robot as advised to core centric to have the robot I just purchased 1/28/23 repaired. They shipped it back on 2/16/23 with no explanation of what was done so I called and asked only to be told my new robot was unable to be fixed and they dont replace with new equipment. They only send refurbished. What???? My robot is not even 2 months old with a warranty and you send me a refurbished model. H*** no!! I called iRobot and the first thing out ****** mouth is she cant help as CoreCentrics has nothing to do with them. You all are the ones who had me send my new robot to them! I ask for a supe. She places me on hold for a while. Comes back and tells me **** says I am to advise when I receive the refurbished one so they can send me a new one. I was asked to submit proof of receipt which I did. My beef is why do I have to wait till the refurbished one arrives to me? I have been without my new iRobot for 10 days. I paid for a brand new iRobot and deserve a brand new iRobot on its way to me NOW and then let me send you back the refurbished. I paid for a brand new iRobot and I expect to have a new iRobot!!Fix this!!!

  

  Business Response

  Date: 03/16/2023

  Hello ******,
  
  We are sorry to hear that you are not enjoying your j7 robot and are unhappy with the support you have received, this is not the experience we want for any of our customers.
  
  We reviewed your case history and order history and our system shows a replacement order# ******** in which a full packout j7+ was shipped out to you on 1/31 when the issue was originally reported. This replacement robot was registered on 2/4, SN: J755020Y220520N100935 (*****). It would appear that this order was intended to replace the original robot you purchased on 1/28 from BrandSmart, SN: J755020Y220224N101036 (Jetson). We apologize if the instructions to return the original robot were not clear and are unsure as to why you were later advised to send the original robot for repair when it had already been replaced, but we do apologize for the inconvenience and trouble you went through dealing with the repair center/repair process.
  
  Upon further review of your case, our system shows both of the j7 robots previously mentioned are registered to your rhamona68 email address and have been in regular use. ******'s most recent mission was on 3/1 and *****'s most recent mission was on 3/12. If you require a new return label for the original robot that was experiencing issues, please let us know and we will have a new label generated for you.

  Furthermore, if you need a return label for the refurbished robot being sent by ***********, please also let us know so we may provide a label to you for that robot as well.
  
  At this time, it would appear as though a new replacement for the robot you purchased in January has been received and is in working order.
  
  If you require further assistance with this or a different matter now or in the future, please do not hesitate to reach out to us as any time for support.
  
  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 03/16/2023

  There was definitely a misunderstanding and the explanation is satisfactory 
  
  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:03/15/2023

  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 ordered a replacement battery to my iRobot Roomba 800 from the official reseller in *********** irobot.se The battery had almost no charge when I received it and when trying to charge it, it completely died after less than 30 minutes. After that nothing happens at all. Roomba is as if it had no battery in it.I contacted the reseller (irobot.se), explained the problem and asked how we should proceed expecting them just to tell me how to return the battery for exchange. After several emails, they are still asking me to fill a form that doesn't make any sense *********************************************************************. This is really bad service and bad quality. In order to return the battery to iRobot I need instructions for how to do it, as there was no such instruction in the delivery package. I require exchange or reimbursement.

  

  Business Response

  Date: 03/20/2023

  Hello Semir,

   

  We are sorry to hear that you are having difficulty receiving support with your battery issue, this is not the experience we want for any of our customers.

  We have reached out to our EMEA team and an agent will be reaching out to you asap to resolve this issue.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/20/2023

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