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:01/05/2023

  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.

  My case number is ********. These agents are absolutely helpless. In fact, they give you more problems than the ones you call with. I troubleshooted. I did all I was asked to do. I pressed the clean button for 30 seconds 3 times! I even unscrewed the back and removed the battery for a reset! I was then professionally called a liar by being asked to submit the following: a "short video" of the roomba performing the problem. Additionally, a picture of the proof of purchase. I think iRobot has the lowest level of customer service i have ever experienced because of this! Every consumer good in ******* comes with a 1 year standard warranty and it should not involve jumping through hoops! To make matters worse..I submit the requested video and picture of receipt and they said it DOES NOT OPEN ON THEIR COMPUTER!! I have called several times and its headache after headache. I am disgusted.

  

  Business Response

  Date: 01/06/2023

  Hello Forest,

   

  We apologize that our customer service has not met your expectations and has left you frustrated.

  However, upon review of your case we found you have more than one account with your name and address which account for several robots spanning across those accounts. Included on these accounts is an s9's named "Roomba Supreme" which appears to be in good working order with no errors in the robot data history. Management was also unable to access the video and image files you sent from "***************" on the case you provided within this complaint. 

  Can you please advise which of your many robots is experiencing issues and what the error number is so that we are able to match it up in our system?

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/06/2023

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

  I have never had any company ask for a video or a facetime call to see the product ever in my life. 1 year standard warranty should come stress free. Which should include troubleshooting and any parts/replacements necessary. Please change this policy so this does not continue to frustrate the consumers who entrust you to clean their homes/businesses.

  This is the serial number of the roomba in question *********************.

  
  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,

  Forest

   

   

• Initial Complaint

  Date:01/05/2023

  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.

  My irobot machine randomly stopped working. I contacted them for support. They said I would have to buy a new machine. I can prove my machine worked on Nov 21st, they did an update on the 22nd of Nov. It has not worked since! This is not a malfunction or human error. This is irobots update to ruin my machine. They are not willing to fix it.

  

  Business Response

  Date: 01/06/2023

  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.

  One of our Tier 2 agents will be reaching out to you shortly to help determine the issue with your robot. Our Tier 2 agents are highly skilled in technical/software/network issues and will be *********** you in achieving a resolution.

  If you have any further questions/comments/concerns regarding this or any other issue, please do not hesitate to reach out.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/04/2023

  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.

  We purchased Irobot J7+ on August 29th in Best Buy. After 2 months we discovered that item doesn't work as advertised. We called customer service service and they send replacement but the problem persisted and replacement was acting even worse than the previous unit. We called again and they send another unit which still not doing the job as it supposed to and its noisy. I asked if we can return it and get higher model but they refused it. We contacted Best Buy but they said when is after 30 days we can return it. Right now we are awaiting for another replacement but these units are just faulty. The only resolution we are looking to return it and forget about it

  Customer Answer

  Date: 01/15/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/17/2023

  Good morning ********,

   

  We are sorry to hear you are having issues with your j7 robot, this is not the experience we want for any of our customers.

  Looking into your case history, it appears a new full packout robot replacement was sent to you on 1/11 - we are hoping that this has resolved your issues here.

  I understand your complaint here states that you do not want a replacement, but since this replacement was sent separately from this complaint - has the replacement resolved your issues?

  If not, please advise and we can discuss what our next steps would be here.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/17/2023

  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 alreeady received 4 replacement and problem persists and I'm tired of setting this machine 4 times with few factory resets. I'm more than happy to send all these you units back to get full refund or pay extra and replace it with higher model hoping it will work better.
  
  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: 01/30/2023

  Hello,

   

  We see that our customer care team is handling your most recent requests on your open support case and are awaiting the return of your replacement robots as you have more than one still in regular use, your account has been flagged for further review.

  We will continue to monitor the progress of your support case through to resolution.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 01/31/2023

  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.] I sent back 2 units. The one which is my possession still  not doing its job, getting lost a lot, its noisy doesn't clean at all. You can take it back and give my money back and end this farse. Besides its really unprofessional if I have to wait for reponse from your so called tech support several days whit no solution for my problems. Generally speaking Irobot is the worst product I ever owned.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:01/02/2023

  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.

  On 10/27/22 I purchased 2 irobot 380t mops for $300 each on amazon they were delivered 11/2/22. The mapping feature on this mop is terrible. I called Amazon to return the mops but they had a 30 day return policy and suggested I talk to the manufacturer. I looked at the irobot website and it said that they have a 60 day money back warranty if you are unhappy with the product. I called customer service on 12/26/22 to request a refund. He had refused since I had purchased it from Amazon. While that should not have mattered, I offered to compromise and exchange my two $300 irobot 380t mops for one $450 irobot m6 mop. The gentleman I spoke to said that he could offer me a $50 coupon for returning each of my 380t's...so,$100 back from my $600 purchase less than 60 days prior. I was not interested and I hung up. I called back on 12/28/22. I figured I had spoken to an irrational associate but the same general thing happened. After well over an hour,I was told I could call corporate. I called corporate today 1/2/23 and spoke to a lady and sent her my receipts and serial numbers. She responded that it had been over 60 days so she is unable to assist. However, I initially reached out to customer service within 60 days also, I reached out to corporate within 60 days of the irobot delivery so I think that that should count for something. Irobot is advertising 60 day money back warranties but not abiding by them.I would like a full refund please

  

  Business Response

  Date: 01/09/2023

  Hello ******,

   

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

  A member from our corporate escalations team will contact you shortly to resolve this issue.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/29/2022

  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.

  The ** provided me a $100 voucher. I attempted to use it but the ** wanted me to pay out of my pocket for the ordered accessories of $108. I want my voucher to assumed the **st of the accessories.

  

  Business Response

  Date: 01/06/2023

  Hello *****,

  
  
  We apologize for the miscommunication here! The vouchers do not work in the same way as a credit or a gift card, but that does not mean you will be charged and then refunded.

  Please call in to support when you are ready to place your order, they will be able to make the adjustment to your order in the amount of the voucher as soon as you hit submit/before the order amount authorizes.
  

  If there is anything else we may assist you with, please do not hesitate to reach out!

  
  
  Thank you,
  iRobot Customer Care

• Initial Complaint

  Date:12/24/2022

  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 own several iRobot products. My issue is with the brushes/rollers for my iRobot S Series notably the following:Replenishment Kit for Roomba s series Item No: ******* Price: $80.94 For $80.94, you would assume that the brushes in this replenishment kit would last more than a week. I've had these machines for almost 3 years and never had an issue with brushes until recently. Brushes now get shredded within weeks. I have the same pets, home conditions and no furniture to cause damage to these brushes. I purchased multiple sets of these brushes (replenishment kits) that are all awful quality. I am not requesting; I am demanding that they fully compensate me for these awful brushes that get shredded after a couple of runs around the house. This is COMPLETELY unacceptable - at such a high cost, you would EXPECT durable brushes. I am furious and will take this all the way to the top if I don't get a resolution ASAP.I have bought MULTIPLE replenishment kits from iRobot, and they all look defective - even before use. I want a FULL REFUND and REPLACEMENT of all these kits. They are cheaply made and completely poor quality. As for images of these rollers, I've already sent them to iRobot support.

  

  Business Response

  Date: 12/28/2022

  Hello *****,

   

  We sincerely apologize as this is not the experience we want for any of our customers.

  We have refunded your most recent purchase for an s9 replenishment kit from November and in addition to rollers sent on order #********, we have issued an additional order# ******** as a courtesy which includes rollers, filters and side brushes for your s9.

  Unfortunately, we are not able to provide any further refunds as the system won't allow us to do so given the age of the order transactions.

  We hope that the new rollers will meet your expectations, but if they do not or you have any further concerns regarding this matter, please do not hesitate to reach out.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/28/2022

  [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:12/22/2022

  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.

  Purchased product from iRobot 1. paid for the extended warantee 2. two months after purchase, post tech support diag, charging base went dead 3. told by customer service "since this is not your fault, we will be sending out a new charging base in no more than 4 days"4. 3 weeks later, three ETA extensions later and no unit is here Explained to iRobot tech support that this is a clear example of them not servicing their warranty.

  

  Business Response

  Date: 12/23/2022

  Hello Cresean,

   

  We have looked into your case history and it appears a dock replacement order was processed for you on 12/19 on service order# 06365748, the order is currently in a Released status waiting to be picked and shipped out to you.

  When the order ships out, you will receive an email with tracking information.
  

  If you have any other questions regarding this or any other iRobot matter, please do not hesitate to reach out.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/23/2022

  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,

  Cresean

  They have already cancelled that order and is now waiting on merchandise before they send docking station. On their website they are still selling these docking stations and they refuse to supply me one. I was told the will call 12/23/22 with tracking details, no calls yet. This situation is getting worst because every contact I have with them on the deadline day that they propose has resulted in a longer wait. **** submitted on the 7th, told product will be at my address in four days. Called on the 12th, told item was being fast tracked. I just want them to honor their service/warrantee agreement. At this point I believe their customer support team is simply lying. Id prefer to hear we prioritize shipments to customers buying new products, warrantee customers will have wait till we feel like it. 

   

  

  Business Response

  Date: 12/28/2022

  Hello *******,

   

  According to our system, that order was not cancelled - it was shipped on 12/23 on tracking# 1Z19A2W10202448001 via *** 2nd Day Air as a courtesy in attempts to get your order delivered to you as quickly as possible.

  However, according to the tracking information, there is a delay on ***'s end but it does show your order is due to arrive on Friday 12/30.

  If your order does not arrive by 12/30, please advise and we will issue a reship for you immediately.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/17/2022

  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 new iRobot vacuum and mop (mop still in the box) about 5-6 months ago. Its been used twice. 2 months after I purchased it, I had to upgrade my internet to a 5g. Due to internet quality. I didnt worry about connecting the iRobot to my new wifi because it scared my sons dog and they were getting ready to move out. So last month when I finally tried to set up my iRobot and couldnt, I became aware that it will not work with 5g only 2g which I can not have service for. I contacted iRobot and they told me to bad. Im passed the 60 days and I need to continue paying for a product I cant use! I thought they would help me with a return and I would exchange it for a different model that would be able yo connect to 5g but they wont. And now Im stuck with a $700 vacuum set I cant use!

  

  Business Response

  Date: 12/23/2022

  Hello *****,

   

  We are sorry to hear that the upgrade to your home wifi system has rendered your robots unusable. 

  We would be willing to provide a one time exception here and process the return/refund as the options provided to you by the agent who handled your case are not possible at this time according to your case feed.
  

   We are not able to provide an exchange at this time but if you are interested in another robot model, once your return has been completed please feel free to browse our website and use our compare robot tool to determine which model will be most suitable for your environment.

  A return label will be coming through to you via email so please keep an eye on your inbox and your spam folders. Your refund will process once the warehouse has received the return.
  

  Please do not hesitate to reach out should you have any further questions regarding this or any other iRobot matter.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/14/2022

  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 had so many issues with this company over the past two years. I've had over five replacement devices in and out of my home and am still having issues. I have 2 j7's a i7( on the select membership plan) and a mop.First issue:The i7- constantly connecting and then disconnecting, and now saying to make sure that the robot is on the dock correctly. which it is. Not charging, not respondingnothing at all. The same problem I had with the previous three J7s that were sent as replacements. I'm aware of all of the troubleshooting steps, because I have had issues with these vices for the past two years. Resetting the router necessitates disassembling it and removing the battery, among other things. Every time that I've reached out to them, their customer service is horrendous. I get an email back from one agent stating that they're going to take care of the issue, and then I get three or four more emails from other associates asking what's going on and how they can help. It's like no one in this company is on the same page and they don't look at the client complaint and to see if someone is handling it or not. I repeated myself on these issues numerous times and this is giving me a headache. Especially the fact that this device in specific I'm paying a monthly fee for at some point in those 30 days not to work. Second issue:my i7 isn't connecting either. And when it does connect(sparingly) it's pins around on *************** and then stops working. I've had it with this company. I've paid monthly to just guarantee that issues would arise and the customer service is the worst I've ever dealt with. I can show you a transcript of all the conversations and all the circles that have been exhausted. This is becoming to be one of the worst things I did signing up for this select membership I don't want a communication saying here to steps to troubleshoot. I just want a resolution period straight to the point

  

  Business Response

  Date: 12/30/2022

  Hello *******,

   

  We regret to hear of the long journey you have faced without a satisfactory resolution, this is not the experience we want for any of our customers and we sincerely apologize for the inconveniences caused.

  If you would like to cancel your membership we can waive the fee and evaluate the robot activity to refund for the months that the robot was not in use. We will provide pre-paid shipping labels for your current robots.

  If you would like us give it one more chance, we would be happy to connect you with one of our higher level agents at which time a member from our corporate team will monitor the case through to a resolution.

  Please advise how you would like to proceed and we will arrange for whatever route you decide to take.
  

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:12/07/2022

  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 one of there robots purchased this summer and still under warranty When I try to file a complaint for warranty, they approved it. I received one email that my robot will be shipped soon and ever since then I havent heard anything and its been almost a month now now when I try to call them and I try to ask him for anything they tell me I have to speak to supervisor they set up a callback with supervisor and they never call me back I dont feel like this is going anywhere so I will let you guys to get involved to resolve this warranty issue. I dont see why it should be so hard to get warranty with a company when youre fully covered. Thank you

  

  Business Response

  Date: 12/09/2022

  Hello ***,

   

  Can you please advise the number you are using to reach out to our Care Team? We only ask because we have no order, voice call or case history linked with your account to see record/documentation of the support you have received thus far.  
  

  ************** is the only support number we have - if you call that number an agent will always set you up with a support case/ticket and troubleshoot the issues you are having with your robot(s) and should your robot be within the 1 year warranty, purchased through iRobot or another authorized retailer, within the 1 year warranty and is deemed not 'fix-able" on your own or with a service part, then an agent will replace the robot at no charge to you but not until you have gone through that process. There is nothing you need to file as a "warranty claim."

  if that is not the number you reached out to, please call that number at your earliest convenience for further support and reach out here so we may escalate your case should you run into any issues.

   

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 12/09/2022

  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,

  ***

   

   

  please dont play stupid 

  you guys have never answered any emails from you 

  you have my email and number so reach out 

   

  Dear ***,
   
  This is ******* from iRobot ********************************** this is a recap of our interaction today.
   
  Your call was transferred to me since your Braava Jet is not spraying water we apologize for this inconvenience.
  
  Just to let you know that I will be happy to send you a replacement of your Braava Jet, rollers and Side brushes for your *********, these are your order Numbers: 06254306, 06254294
  
  Just in case you don't receive any update or tracking number during the next 3 days please reply back to this email and we will be happy to investigate what's happening with your order.
   
  Thank you for your patience and understanding regarding this matter.
  
  ******************
  iRobot Escalated Support