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:04/28/2025

  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.

  Broken product under warranty. Filed claim >16 days ago. Support not making progress on addressing issue.

  

  Business Response

  Date: 04/29/2025

  Dear *****,

  We are sorry to hear that you are not enjoying your Combo j5+, this is not the experience we want for any of our customers.

  While looking at your account history, we can confirm that your issue has been resolved as documented in support case #********. A replacement Combo j9+ as been sent via order 08506673, please allow warehouse processing and shipping timeframes.

  Please don't hesitate to reach out if you need any further assistance.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 05/01/2025

  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. 

  My new vacuum had a lot of catching up to do and it did great. I appreciate the feature to allow it to avoid carpet with the mop.

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

• Initial Complaint

  Date:04/26/2025

  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 along with the 2+ year protection plan. I have been facing continuous issues with the product for over six months now.The vacuum has persistent navigation problems and does not mop properly. Over the last month, the situation has worsenednow the device just keeps spinning and is unable to vacuum or mop at all. The product has become completely non-functional.Despite making several calls and reaching out to your support team multiple times, I have not received any resolution. The email support has been extremely slow, with response times exceeding two days, which has added to my frustration. The level of customer service I have experienced is unacceptable, especially given the added cost of the protection ******* this point, I have lost confidence in the product and the support system. I am requesting a full refund as the product is not working as intended, and I have not received the support that was promised with the protection plan.Please address this matter urgently and advise on the next steps for initiating the refund and resolution of the issue.

  

  Business Response

  Date: 04/29/2025

  Dear Suman,
  We are sorry to hear that you are not enjoying your Roomba Combo j5+, this is not the experience we want for any of our customers. We sincerely apologize for the inconveniences experienced.

  While a refund is no longer possible due to your order being outside the return/refund window, we looked at your case history and noticed that you've been offered an upgrade to the Roomba Combo j7+ as an alternative, as documented in support case # 10786057. Please give our last email a look and let us know what you think.

  Don't hesitate to reach out if you need any further assistance, looking forward to your positive response.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 05/07/2025

  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 # 23253634. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I’m writing to express my continued dissatisfaction regarding the replacement process for my iRobot. It has now been over two weeks since I was told a replacement would be sent, and not only did it arrive incomplete, but I was also informed that the base is on backorder with no estimated delivery date. I have already been through a frustrating six-month experience with this product and your customer service. Despite my requests for a refund or an upgrade to a better model, both were declined.
  This product has never worked as intended, and upon reviewing customer feedback, I’ve seen that similar concerns have been raised by many others. Given this situation, I kindly request your reconsideration in providing a better model as a replacement. I truly believe this would be a fair resolution after all the inconvenience and lack of reliable performance.
  Thank you for your understanding and support. I hope we can find a satisfactory solution soon.
  
  
  
  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,
  

  Suman

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 05/09/2025

  Hello Suman,
  
  We are sorry to hear about the ongoing issues with the replacement of your robot.
  
  We want to refer you back to your Support case 10786057, where our Escalations Team has an upgraded replacement offered to you.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care, Corporate

  Customer Answer

  Date: 05/21/2025

  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 # 23253634. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I have not received promised Roomba Combo j9+

  see attached email and did not receive any calls in spite of sending multiple emails.

  waiting to receive the Roomba Combo j9+. This is going no where as not getting proper respond or support.

  please send me accepted Roomba Combo j9+ ASAP.

   

   

  
  
  
  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,
  

  Suman

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/05/2025

  Hello Suman,

  Thank you for your message. We hear your frustration, and we want to clear things up for you. Let's do a quick recap of what's been happening:
  • April 29th and May 22nd: We pointed you to support case #10786057, where we offered you an upgraded replacement
  • Since May 2nd: Our team's been keeping you in the loop that we need the first replacement robot back before we can send out the upgraded one.
  • June 3rd: According to UPS tracking (1Z57AE899011572204), your package finally made it to a UPS location.

  Now, we know you're eager to get your shiny new Combo j9+ up and running. Trust us, we're just as excited to get it to you! However, it took about a month from when we sent you the return label until the package was dropped off at UPS. No biggie, life happens, but it did cause a bit of a delay in our grand robot exchange plan.

  Here's what's happening now, our Escalations team is keeping an eagle eye on your returned Combo j7 as it makes its way through our warehouse. In the meantime, the order for your Combo j9 is already in place (#08578730). We'll shoot you another email when it's on its way to you. We're 100% committed to getting you your replacement robot. We just need you to hang tight a little longer while we work our warehouse magic.

  Thanks for bearing with us through this process. We appreciate your patience, and we're looking forward to getting you set up with your upgraded Roomba soon. 

  If you have any questions in the meantime, don't hesitate to give us a shout.

   Best,

  iRobot Customer Care, Corporate

  P.S. Keep an eye on your inbox – we'll be in touch with shipping details as soon as we have them!

  Customer Answer

  Date: 06/06/2025

  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 # 23253634. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am writing to express serious concern and disappointment regarding the ongoing mishandling of my support case (#10786057). Despite months of back-and-forth communication, I have still not received the correct product as promised.
  

  To be clear:
  This issue was first reported in January, and I’ve reached out multiple times since with little to no resolution or accountability.

  After all the delays, I was finally sent a replacement – only to find that it is the wrong model. I received the Roomba Combo j9 Max, when I was explicitly promised the Roomba Combo j9+, both in writing from a customer service representative and in communication logged through the Better Business Bureau.

  This misdelivery not only fails to meet the resolution terms promised but further delays an already extremely drawn-out situation.

  While I understand from your recent message that you are tracking the return of the previous unit and preparing a replacement, I want to emphasize the following:
  

  I expect to receive the correct model as promised: the Roomba Combo j9+, not the j9 Max.
  The extended delay and lack of communication since January are unacceptable. I have been more than patient, but this has become a serious customer service failure.
  

  Please respond immediately as this been open for more than 5 months.

  This situation has gone on far too long. I expect a prompt and satisfactory resolution without further delay.
  

  I have attached all the proofs with this.

  Thanks!

  Suman

  
  
  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,
  

  Suman

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/23/2025

  Hello Suman,
  
  Thank you for following up, As indicated prior, it took about a month from when we sent you the return label until the package was dropped off at UPS, this also put us in a bottleneck during this process.
  
  Regarding your complaint, we'd like to clarify that we do not manufacture a robot model called "Roomba Combo j9 Max". We do, however, manufacture one called "Roomba Combo 10 Max", with SKU X085020. We can also see that order # 08578730 was placed on June the 4th, for a brand new Roomba Combo J9+ Self-Emptying Robot Vacuum, with SKU C955020, corresponding to the right model promised, shipped, and delivered to you on June the 6th (UPS tracking number 1Z19A2W10308527305).
  
  We hope this information helps clarifying your concerns, should you need help with anything else please let us know.
  
  Regards,
  
  iRobot Customer Care, Corporate

• Initial Complaint

  Date:04/25/2025

  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 purchased a iRobot j9 and the base as well as the vacuum itself do not work. I am told that due to the base and vacuum being 2 separate cases they have to issue an exchange for each product separately. The issue is they dont have stock for the two individually but they do have the stock as one piece like I initially purchased it. They do not have a resolution date nor do I get any communication from them unless I call them I get a run around about the case being escalated and what not. I am just wanting the warranty to be honored and a new machine be sent.

  

  Business Response

  Date: 04/29/2025

  Dear *****,

  We are sorry to hear that you are not enjoying your Roomba j9, this is not the experience we want for any of our customers.

  We can confirm that your issue has been resolved as documented in support case #********. A full replacement of your unit has been issued via order 08500728. Please allow the regular warehouse processing and shipping timeframes.

  Please don't hesitate to reach out if you need any further assistance.

  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:04/24/2025

  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.

  Ive been having ongoing issues with my iRobot Roomba vacuum cleaner, purchased via *******The product was first replaced under warranty due to serious functional issues. Unfortunately, both the original and replacement units failed. The first stopped working without any clear reason. The second had a manufacturing defect with the central button visibly misaligned. It also frequently got stuck under furniture and had charging issues.I contacted iRobot customer service, and they offered another replacement. But after two failed units, I no longer have confidence in receiving a working version of the same model. I respectfully asked to pay the price difference to upgrade to a more reliable model, but was denied due to policy.I now feel stuck in an endless cycle of receiving defective replacements with no meaningful resolution. If I have to replace it in the end, I will accept it, but I don't think it's a good idea. I also have no confidence in continuing to use iRobot products. I am not asking for a free product. I am simply asking for a unit that functions properly. **************** also kept transferring me back and forth, which added to my frustration and wasted my ******* a previously loyal customer, I am very disappointed. I sincerely hope iRobot can take this situation seriously and either:Allow me to upgrade to a more reliable model by paying the price difference, or Provide a full refund given the repeated failure to deliver a functioning product.If this continues, it will not only waste my time but also affect my trust in the brand and ultimately harm both the customer experience and *********************** reputation.

  

  Business Response

  Date: 04/25/2025

  Hello Jingyan,

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

  We have reached out to the agent assisting you on your current open case (********) and have advised them to assist you with an upgrade, you can expect to hear back from them in 1-2 business days. 

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

  Thank you,

  iRobot ************** Corporate

  Customer Answer

  Date: 05/01/2025

  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.]

  I'm not unhappy with the proposed resolution itself, but Im extremely disappointed that I never received any follow-up from iRobot, despite their BBB response on Friday (April 25th) stating I would be contacted within 12 business days regarding an upgrade. After waiting a full week with no action taken, I have no choice but to reject a resolution that results in no resolution at all.
  On Wednesday, April 30th, I had to initiate an online chat myself because Im leaving the **** very soon and could not wait any longer. I told them my suituation and the agent acknowledged my case and said it would be escalated immediately to the supervisor team. They told me to expect a response within 2448 hours, but as of the afternoon of May 1st, I have received no email, no call, and no update.
  I really dont want to push, but I am in an urgent situation. Even after the the promised 1-2 days, after initiating the chat myself, I still gave them an additional 24 hours to respond. I also emailed their support team earlier this week and never received a reply.
  I believe my request has been entirely reasonable, but iRobot has failed to follow through on their promises and take responsibility. Im deeply disappointed by the continued delays and lack of accountability.
  
  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,

  Jingyan

   

   

  

  Business Response

  Date: 05/07/2025

  Dear ******* **,
  
  Please accept our sincerest apologies for the delay in our response. We experienced some internal miscommunication that unfortunately impacted the timeliness of our reply.
  
  As you have already been informed, order number 08514409 was placed for your replacement robot. A separate email included tracking and shipping details and it's now showing as Out for Delivery at *********, **, *************. *** for today, May 7th, between 2:00 pm and 6:00 pm
  
  We regret any inconvenience this delay may have caused. Please don't hesitate to reach out if you require any further assistance or have any questions in the meantime. We are here to help in any way we can.
  
  Sincerely,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:04/18/2025

  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.

  October 8, 2024 I purchased the iRobot Roomba i3+ EVO vacuum. It started showing errors shortly after but I often founds ways to still use it until it no longer allowed me to override them. I reached out to them early March 2025 and after troubleshooting, they asked me to send in the robot to be fixed. A few weeks later I received the package back and to my surprise it was the same base but different robot. There was also a paper with someone's personal information including their address, email, and phone number. I assumed they sent me the wrong order but after I called they said my vacuum was no longer available so they replaced it with another of the same capabilities, the paper with must have been a mistake. I thought, well the base and vacuum do not match aesthetically but that's no problem as long as it works as well or better. Unfortunately, the vacuum does not seal to the base so it doesn't self empty which was a function from the original robot. I wrote them about it April 8th and their response was that the base for the vacuum they sent me is not in stock but they will notify me when it is. Their warranty states "exchange the Product with a product that is new and upgraded model which has at least equivalent or upgraded function to the original Product." I received not just a product that did not have all the functions of my previous vacuum but half of a product instead of a whole.

  

  Business Response

  Date: 04/25/2025

  Hi Nomaris,

  We are sorry to hear that your replacement robot was not of proper value and sent mis-matched, this is not the experience we want for any of our customer and we will look into this with our repair center internally.

  I can see here that a new, full unit replacement i8+ robot was processed for you on 4/24 against order #******** by the agent assisting you on your open case in our system and is currently en route to you via *** tracking# 1Z4391530300448940 (ETA appears to be Tuesday 4/29 as of this afternoon.)

  If you require additional assistance, please do not hesitate to reach back out to us here.

  Thank you,

  iRobot ************** Corporate

• Initial Complaint

  Date:04/17/2025

  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.

  On 12/18/2024, I purchased a Roomba i3 with Clean Base docking station from ****** for $399.79. iRobots one-year warranty promised coverage for defects in materials/workmanship. In April 2025, a plastic tab on the docking station broke under normal use, preventing the vacuum bag tube from connecting. I placed a s**** in an existing slot to temporarily hold the tube, causing no damage, using no tools or disassembly.I contacted iRobot via **************************************, sent photos of the defect and screw, and requested warranty service (Case #3CEvOFxkL36j92nKeeTbvSk). On 4/14/2025, ***** denied my claim, stating the damage was outside warranty scope, replacement parts were unavailable, and the s**** voided coverage. I replied on 4/16, explaining the tabs failure was a manufacturing defect and the s**** was non-invasive, but Vasil upheld the denial, citing unauthorized repair and advising prior contact. Their phone support ****************) blocks warranty discussions, limiting me to email.The dispute is iRobots refusal to honor the warranty for a clear defect. The tabs failure after 4-5 months suggests a material flaw. My s**** didnt cause the issue, and denying coverage over this minor workaround may violate the ********-**** Warranty Act, which requires proof that consumer actions caused the problem to void a warranty. Stock shortages dont negate their duty to repair/replace. iRobots actionsvague denials, inaccessible phone supportfeel like tactics to avoid responsibility.Ive emailed iRobot to escalate, filed with the *** and New Jersey consumer protection office, and posted on social media, but no resolution. I request iRobot provide a replacement docking station or repair per the warranty, or a refund if parts are unavailable. I have Vasils emails, photos, and receipt available.

  

  Business Response

  Date: 04/29/2025

  Dear ******,

  We are sorry to hear that you are not enjoying your Roomba i3+, this is not the experience we want for any of our customers. We sincerely apologize for the delays and inconveniences experienced regarding your unit replacement due to our inventory issues. While we're still facing some supply constraints, we'd like to offer you an upgrade to the new Roomba 205 DustCompactor Combo robot as a replacement.

  We look forward to your positive response regarding this alternative solution.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 05/01/2025

  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. 

  Dear iRobot Customer Care,
  
  Thank you for offering the Roomba 205 DustCompactor Combo as a replacement for my Roomba i3+. However, the 205 lacks the self-emptying dock and dual brushes my i3+ has, which are key features I value. Id like to counteroffer: please provide a model that matches my i3+s functionality, such as the Roomba i5+ with a self-emptying dock and dual brushes. Additionally, my Braava Jet m6 (purchased 12/17/2024, serial ********************** now has a dead battery that wont charge. Ive tried troubleshootingresetting the device and unplugging the battery for an extended periodbut it still wont charge. Since the ** is within its one-year warranty, I request a replacement battery at no cost. Please confirm if youll provide the i5+ and the m6 battery. Ill respond to your updated offer by the 5/6/2025 

  Regards,
  ******

  

  Business Response

  Date: 05/07/2025

  Dear ******,

  Thank you for your reply and for outlining your concerns.

  We understand your preference for a Roomba with the same functionality as your i3+, specifically the self-emptying dock and dual brushes. We offered the Roomba *************************************************************** terms of tier. Unfortunately, the Roomba i5+ is currently out of stock. We apologize for any inconvenience this may cause.

  Regarding your Braava Jet m6 (serial **********************, we appreciate you having already attempted some troubleshooting steps. Please review the information provided in this article regarding Charging Error 1: [Charging Error 1: All Roomba and Braava Models - iRobot](*************************************************************). This article provides guidance on resolving this issue.

  If the troubleshooting steps in the article do not resolve the issue, please let us know, and we can explore further options for your m6, given it is still within its one-year warranty period.

  Sincerely,

  iRobot ************** Corporate

  Customer Answer

  Date: 05/18/2025

  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. 

  My issue was not resolved by any means. They keep trying to downgrade my unit and keep claiming out of stock but can buy it right now from their stores. They refuse to honor their warranty.

   

   

  

  Business Response

  Date: 05/20/2025

  Dear ******,

  We understand your concern about the offered replacement potentially being a downgrade. I want to assure you that the Roomba 205 is indeed an upgrade from your original Roomba i3.

  The Roomba 205, launched this year, has a higher retail price than the Roomba i3, which was launched in 2020. The Roomba i3 is no longer available for purchase directly from our website. It is now only available through authorized resellers, as you can see here: ******************************************************************************************************

  To compare the features and specifications of the Roomba 205, please visit its product page here: **********************************************************************************************

  I hope this clarifies the situation and alleviates your concerns. We believe the Roomba 205 will provide you with an improved cleaning experience.

  We look forward to your positive response. If you have any further questions, please don't hesitate to ask.

   Sincerely,

   iRobot ************** Corporate

  Customer Answer

  Date: 05/21/2025

  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 # ********.

  Dear iRobot Customer Care,
  
  Thank you for your response. You claim the i5 is out of stock, but I can order an i5+ on the iRobot store through ****** with delivery by 5/23/2025 if I order now, suggesting its available. The Roomba 205 is not an upgradeit lacks the dual brushes and self-emptying dock my i3+ has, which are critical for me. Its dust compaction isnt suitable for my living situation with cats, as cat litter doesnt compress, and it wont compact small rubber pieces from dog toys, requiring frequent manual emptying. I cannot accept this downgrade. I request you honor the warranty with a comparable model like the i5+, or a higher-tier model with similar features. For my Braava Jet m6 (purchased 12/17/2024, serial **********************, I followed your troubleshooting steps, including resetting the device and unplugging the battery, but the issue persists. Since the ** is within its one-year warranty, I request a replacement battery at no cost. Please send the replacement unit and m6 battery.
  
  Please clarify the process for shipping my i3+ (serial ********************* and Clean Base, including whether Im responsible for the shipping cost. Ill close this complaint upon receiving and testing the replacements.
  
  Regards,
  ******
  

   

   

• Initial Complaint

  Date:04/17/2025

  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.

  Since purchasing I have had to call Irobot customer service mutliple times for the same issue where the sensors get clogged and the after each cleaning and the robot needs to be be cleaned mannually. I believe this is a design flaw since they recently replace the robot with a new one and the same issue occurs. I called customer service again and requested a full refund because the product is not working as sold.

  

  Business Response

  Date: 04/18/2025

  Dear ******,

  Thank you for reaching out to us regarding the recurring sensor issues with your Combo 10 Max. We sincerely apologize for the inconvenience you've experienced and appreciate your patience as we work to resolve this matter.

  Firstly, we want to address our return and refund policy. Our standard policy allows for returns and refunds within 60 days of purchase. However, as your purchase appears to be outside this window, we are unable to process a full refund at this time. Nevertheless, we take your satisfaction seriously and want to ensure you have a fully functional product. As such, we would like to offer you a complete replacement of both the robot and the dock. We believe this will address the persistent sensor issues you've been experiencing.

  We understand that this situation has been frustrating, and we sincerely apologize for any inconvenience it has caused. Our goal is to provide you with a product that meets your expectations and performs reliably. If you would like to proceed with the full replacement, please let us know, and we will arrange for the new units to be sent to you along with a return label for your current set.

  Thank you again for your patience and help, looking forward to your positive response.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 04/18/2025

  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 continued to try to work with iRobot and they already replaced the unit once and this issue as continued over three months.  If you look at the attachment which was posted on their ******** page there are many customers that are complaining about the same issues, yet iRobot can not resolve.  I would like my money back since their product design is flawed and they misrepresented what their product can do  

  [inYou 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,

  ***

   

   

  Customer Answer

  Date: 04/23/2025

  I wanted to thank you for your assistance with this complaint.   iRobot offered to replaced my existing  unit but I declined since they already did this and there are many complaints about this model.   
  
  iRobot just came out with a new model that is comparable that I am willing to accept and try.  It is model 505.  Could you please reach out and see if they are willing to resolve this complaint
  
  Thanks again for your help
  
  *** ******
  ************
  

  

  Business Response

  Date: 04/25/2025

  Hello ***,

  We understand that you would prefer to have an upgrade vs. another replacement and we would be happy to assist you with next steps in that process.

  An agent is going to be reaching out to you on your open case (********) to assist you in determining and ordering an upgrade for you.

  Please allow 1-2 business days for a response from our team to assist you with closing out this matter.

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

  Thank you,

  iRobot ************** Corporate

• Initial Complaint

  Date:04/16/2025

  Type:Order 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 my product on ********* 18th 2024, it arrived the following day (photos attached). The product stopped working about a month into having it, I trouble shooted both online and with their team multiple times and the decision to send in for repair was made. I sent the March 28th for repair.I asked for an update on April 6th, they stated it was being repaired. On April 14th, they informed me they are out of the repair part with no part replacement for the foreseeable future. I have gone back and forth for several days with the iRobot team and they are refusing to send a new one despite identifying the previous roomba was, in fact, broken. I now am out the money I paid for the product, that did not work, and they are refusing to send any replacement. This feels illegal to me.

  

  Business Response

  Date: 04/18/2025

  Dear *****,

  We're sorry to hear about the ongoing issue with your robot's repair process, this is not the experience we want for any of our customers.

  We're writing to confirm that we have processed the replacement of your Roomba j7+ with our upgraded model, the Roomba j9+ (order # ********). This upgrade has been processed as a gesture of our commitment to ensuring your complete satisfaction with our products. A Return Label has been emailed to you for sending back your current j7+ robot. 

  We value you as a customer and hope that this resolution meets your expectations. Should you have any questions about your new j9+ or need any assistance in the future, please don't hesitate to reach out again.

  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:04/11/2025

  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.

  n mid-September 2024, I purchased a Roomba Combo 10. However, I encountered numerous issues with the unit and initiated technical support within weeks of receiving the unit. Over the subsequent months, I engaged in numerous phone calls, received replacements for various parts, and dedicated significant time to troubleshooting the robots functionality.Despite my efforts, the unit was ultimately replaced in March with a new combo 10. I assembled the replacement unit and placed it on the charger. The following day, I discovered that the robot was leaking, which caused a stain on my newly installed wood floors.I promptly contacted technical support, which provided conflicting advice and indicated that they would send me another robot for testing. Notably, they failed to address the damage caused to my floors. I expressed my dissatisfaction and requested a refund or ******************* informed me that a refund was not feasible due to the passage of six months. They offered the option of replacing the same unit or purchasing a new robot at a 15% discount.Given the circumstances, I believe a refund would have expedited the resolution of this issue. I have two other Roomba units and have been a loyal customer of the brand for an extended period. However, this is the first time I have experienced such a significant number of problems.I am seeking compensation for the damage caused to my floors, either through a refund or a replacement with a newer, different robot.Customer support has been consistently inadequate, providing only scripted responses without addressing my concerns. there have been significant language barriers contacting support and not able to understand the completion situation of the compliant. thank you

  

  Business Response

  Date: 04/15/2025

  Dear ****,
  
  Thank you for your message. We are sorry to hear that you are not enjoying your Roomba, this is not the experience we want for any of our customers. We've attempted to locate your recent support cases and warranty orders using the information provided; however, we were unable to find any matching records in our system or robots registered under "**************************************".
  
  To help us better assist you, please provide:
  Any recent case numbers you have received
  Alternative email addresses you may have used to contact us
  Robot Serial Number 
  Date of your most recent interaction with our Support team
  Brief description of your previous case(s)
  
  This additional information will help us locate your records and ensure we provide you with the most accurate and helpful assistance for your situation. If you have any email correspondence from previous interactions with our support team, please feel free to forward those to us as well.
  
  We appreciate your help in providing these details and look forward to assisting you further. Looking forward to your response.
  
  Best regards,
  
  iRobot Customer Care
  

  Customer Answer

  Date: 04/26/2025

  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.]
  

   

   email associated with the order was ************************

   

  most recent interaction was within the last 2 weeks. multiple notes are made on the account 

  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: 04/29/2025

  Dear ****,

  We are sorry to hear that you are not enjoying your Roomba Combo 10 Max, this is not the experience we want for any of our customers.

  We are currently reviewing your case with Support (#********) and would like to offer you an upgrade to the new Roomba Plus 505 Combo robot + AutoWash dock as a replacement solution.

  Please give it a look in our website using the hyperlink above. We look forward to your positive response regarding this offer.

   Best regards,

   iRobot Customer Care

• Initial Complaint

  Date:04/08/2025

  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.

  June 5, 2024 I purchased Order Number US01276393, an iRobot i5+ from the manufacturer. It includes express and implied warranties. The express warranty lasts one year. There is an implied warranty of merchantability. Both warranties are breached. I contacted iRobot via telephone *************) on 3/31/2025 six times; on 4/7/2025 one time; and on 4/8/2025 one time (unsuccessfully). I contacted iRobot product support via email on 3/31/2025 two times; on 4/7/2025 three times. The nature of my complaint is that my iRobot i5+ is defective as to its hardware. At various times, the robot will not connect to Wi-Fi, to its base, its wheels will not work in tandem, its battery requires replacement, its dust bin gives a "dust bin full" error even where it is not full. The iRobot Corporation has recommended about 30 tasks that I perform to remediate the issue. I have completed each task sedulously and diligently. However, the issues persist. My product is within the express warranty period. Yet, the iRobot Corporation will not extend a full warranty replacement product to me, or refund me my entire purchase. What's more, the implied warranty of merchantability has been breached since this robot vacuum cleaner is incapable of performing the ordinary tasks for which it is marketed online and elsewhere. Therefore, I request that the *** recommend to the iRobot Corporation to honor its express warranty and to honor the implied warranty of merchantability by refunding my entire purchase price and / or replacing in full my iRobot i5+.

  

  Business Response

  Date: 04/11/2025

  Dear *******,
  
  Thank you for reaching out to us about the issues you're experiencing with your Roomba i5]. We genuinely appreciate your detailed feedback and want to address your concerns thoroughly.
  
  First and foremost, we want to acknowledge the frustration you must be feeling with these multiple issues. Our products are designed to make your life easier, and we're sorry to hear that your experience hasn't met those expectations.
  
  Regarding the warranty status of your device, We've carefully reviewed your account history. I understand there might be some confusion, but we need to clarify that your product is no longer under warranty. Our records indicate that during a previous interaction with our support team, it was determined that the device had experienced liquid damage or other physical damage that voided the warranty.
  
  We recognize this might not be the news you were hoping for, and we want to assure you that this decision wasn't made lightly. The implied warranty of merchantability, while important, doesn't typically apply in situations where damage has occurred after the product left our care.
  
  However, we still want to help you find a solution. While we can't offer a free replacement or repair under warranty, if you are interested in replacing your robot, we could explore the option of offering a discount in the purchase of a robot that is currently not in sale.
  
  Looking forward to your reply.
  
  Best regards,

  iRobot Customer Care