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:12/01/2022

  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 have an I4 roomba vacuum that I purchased last year beginning of December. It has worked up until a month or so ago it stopped vacuuming my whole house I did a factory reset and now it will not connect back to the internet. I got this specific model to it would run while I was not home. I have been in contact with customer service for over a month now because my vacuum stopped working. They have not responded in over a week since I sent them the information requested. I am almost at 1 year of the purchase date and I feel like they are pushing it to that date so they don't have to do anything about it. I have done all the troubleshooting steps they asked and now when I give them all the information they requested nothing no response and just ends our email chain. I would like a replacement or my money back. I just don't understand how this large company has such horrible customer service. Thank you

  

  Business Response

  Date: 12/01/2022

  Hello *****,

   

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

  We have reached out to our tier 2 team and an agent who specializes in wifi connectivity from this team will be reaching out to you shortly.

  They are fully prepared to thoroughly examine the issue at hand and will send a replacement robot should they not be able to resolve your issues.

  Please do not hesitate to reach out should you have any further questions/comments/concerns regarding this issue.

   

  Thank you!

  iRobot Customer Care

  Customer Answer

  Date: 12/02/2022

  [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:11/29/2022

  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.

  This company sent me the wrong unit also a none working one and now considers my case resolved and closed when i ask to talk to a manager, I'm refused and hung up the phone on please help me resolve this Thank you

  

  Business Response

  Date: 12/07/2022

  Hello May,

   

  We apologize for the complications you have encountered, this is not the experience we want for any of our customers.

  Upon looking into the case, the registration for your original robot shows that it is white, that *** have been where the confusion is.

  Not to worry though, an agent has provided a replacement order for a black m6 unit on your behalf and the tracking number for that order is GXE000033168

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 12/07/2022

  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,

  May

   

  that stil doesnt excuse the poor customer service I have received from the call center 

  the rudeness and refusal to let me talk to a manger and telling me my problem is resolved when it was clearly not 

  the only good person that did help me in this company was **** amazing person to work with and really knows his job well 

  but I cant say that for the rest of the company 

  I was gonna g to purchase extended warranty for all my units 

  but I guess thats totally out of the question now 

  what I would really like to see is a refund for my robots 

  since I know this company doesnt know how to deal with customers 

  so please see if you can get that done for me 

   

  Thank you

   

   

  

  Business Response

  Date: 12/09/2022

  Hello May,

   

  We are sorry to hear that our support did not meet your expectations, we don't ever like hearing that we have disappointed a valued customer.

  Please know that the additional replacement in the requested color was issued outside of our standard procedure as a courtesy and your other robots are in use.

  Unfortunately, we are not able to provide a refund at this time.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:11/28/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an iRoBot product in November 2021. Over the past 6 months, I have had issues with the item. About 4 weeks ago the item stopped working. I reset the item to factory settings and rebooted the item several times. I called customer service today to get support. I have to say that I was very disappointed with both representatives. The last one put me on hold at least 4 times for approximately 5 minutes each time. This individual asked me to send in proof of purchase. I asked, are you saying that you do not trust me and he said yes. Then he finally said that I need to send the item for repair. I asked for the information and he just said to send the item. It appears that there is a language gap between what the tech support team understands vs what the consumer is communicating. This is horrible for iRoBot. I like for iRoBot to replace the item with a new one, not a refurbished one.

  

  Business Response

  Date: 12/01/2022

  Hello *******,

   

  We are sorry to hear of the difficulty you have encountered with your robot over the last 6 months, this is not the experience we want for any of our customers. 

  We noticed that your robot is out of warranty but only by a few days and that the issues began about 6 months ago so we have issued a replacement robot.

  You will be receiving an order confirmation email shortly if not already, this replacement has been processed on order# 06304911

  On your confirmation email, you will also notice a link for pre-paid return labels - we ask that you please return the defective robot for a quality review to determine where we went wrong.

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

   

  Thank you!

  iRobot Customer Care

  Customer Answer

  Date: 12/01/2022

  [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:11/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On this Nov 7, I ordered the Replacement Tank for Braava jet m6 Robot Mop SKU : ******* from Irobot official website, my order number is Order Date: Nov-07-2022 Order Number: US00251777. After I received the item and about to use, I found out the tank doesnt fit in the BRAAVA JET M6 machine. So I called the customer service through the online video call, I showed them the item I received and my original one to compare, I said the one you sent to me, its a little bit bigger and thicker. So Representative said sorry, I will re-send this item to you again. So today Nov 25th, I received this tank again, I tried put in to the M6 machine, the tank is still cant fit in. Same issue with the last one I received. So I called them today, they said the same thing, I will ship you another one. I will guarantee you. They said the same thing last time already. I am kind of frustrated, it took me many hrs to call their customer service to explain my issues and my home is waiting for a cleaning for a longtime. I am very stressed out. Please help me !!! Thank you so much!I attached the photos about the items. The top one is Original, and bottom one is I received from them.*********

  

  Business Response

  Date: 12/01/2022

  Hello ***,

   

  SKU 4651245 is the only SKU we have for Braava m6 tank replacements, unfortunately there is no other SKU that can be sent in place of this one.

  Your replacement tank is on the way, according to tracking it should arrive on Monday.
  

  If you are still experiencing issues upon receipt of the new tank, please reach out to iRobot ************* Technical Support for further assistance.

   

  Thank you!

  iRobot *************

• Initial Complaint

  Date:11/12/2022

  Type:Delivery 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 j7 roomba from the iRobot website on 11/2 for ~$380. Immediately, I was unable to see the order in my account history, and I could not see the order details when looking up my order. Over the next week, I would call support and not once were they able to ensure my order was processed properly, or fix my account to display the order, and at one point acknowledged that the order was not processed properly. On the 9th, I request the order be cancelled and that I would purchase from elsewhere. I received confirmation that my order would be cancelled and I would have a refund in 10 business days. The next morning I received and email that my order shipped. I called support and they said not to worry and that I could disregard the emails. Today the 12th I called to ensure all was ok and they said that since the order appears as delivered on their end, I cannot get my refund despite being told my order will be cancelled and having my money back within 10 business days. Note that the order information that displays is still wrong, because my order was placed on the 2nd and not the 3rd.

  

  Business Response

  Date: 11/14/2022

  Hello *****,

   

  We are sorry to hear of these issues, this is not the experience we want for any of our customers.

  We have looked at your order in the system and it would appear that the refund was posted on 11/13 for a total of $380.09 to your original payment method.

  If you are still not seeing the refund today, 11/14 please let us know so we may investigate this issue further.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/14/2022

  [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:11/10/2022

  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.

  Purchased Robot Vacume early August 2022, when it stopped working properly one month later customer service sent me a replacement headcleaner - I had to open up the the unit myself via watching a video and replace it myself. I am not a mechanic, electrician, repairman, I am a registered nurse on disability and bought the vacume because I couldnt physically manage a regular vacume. Ive been sent countless videos and articles on how to take apart and change the cleaning head, clean the roller bars, check and clean the main caster wheel and side wheels, roll the wheels x-number of times, check the resistance, Ive changed the bag one month early (should have lasted 2 months) as well as the filter after one month, all at the extra expense to myself - they want my shipping address to send more parts for me to change myself and more pictures and videos of my vacume leaving debris behind, pictures of the underside of the Vacume, the contacts, the wheels. Ive sent them the history log which they already have access to, showing all the wasted time Ive spent going over and over my carpet. I told them this was all way too excessive and expected the entire unit to be replaced - their response was even if they sent a new robot Id still need a new battery, container, etc - I dont even know what that means, but they definitely are not willing to stand behind their product which I purchased in good faith. This is beyond unrealistic and unreasonable and Im upset there was no warning at all the stress, and frustration Id be experiencing, expecting that I would having to be refurbishing my brand new machine. I dont know what **, doing, if Im causing more damage, I never purchased the machine with that intention or expectation. When I complained about all the time spent watching videos and troubleshooting, they suggested I ask someone to help me, which is unacceptable because now you would be wasting the time of 2 people. Please help me get a proper working system

  

  Business Response

  Date: 11/14/2022

  Hello ****,

   

  We are sorry to hear of the difficulties you have encountered with your i3 robot, this is not the experience we want for any of our customers.

  We have gone ahead and processed a replacement for you on order #********. To aid your cleaning efforts while you recover, we have thrown in additional evac bags for your dock as well. You should be receiving that order confirmation via email shortly if you haven't already.

  If you run into any further issues, please do not hesitate to reach out.

  Wishing you a speedy recovery!
  

   

  Thank you,

  iRobot Customer Care
  

  Customer Answer

  Date: 11/14/2022

  
  Thank you for your assistance in getting the attention of iRobot and the frustration and stress they have caused me.  It is unfortunate it took this action to warn other customers to receive the response I was trying to re receive since September 9, when I first requested my broken vacuum get replaced.  The last time I requested a replacement for my broken vacuum I received an argument and another request for my shipping address to ship more parts so I could open up my vacuum yet again and repair/refurbish it.  Just after I contacted BBB, Canadian Tire, in hearing of my anguish, replaced my vacume.  How unfortunate I chosen to follow the protocol of the manufacturer so that iRobot could keep me in this ridiculous loop of jumping through hoops.  I, like others Ive seen complaining about the poor customer response and ridiculous/unrealistic expectations of iRobot (to BBB) are disabled customers and lured into thinking this would help us with our housekeeping through our disability.  How wrong I was, I felt my faithfulness (repeat customer, enjoyed my old robot Vacume but never dealt with customer service) was ignored and my vulnerability by contacting customer service was exploited.  My replacement Vacume has picked up 95% of what my 3 month old repaired/refurbished/cleaned/maintained iRobot left behind, Im terrified if it doesnt.  Please, please, please treat your vulnerable present and future customers in a much more decent and honourable way.  God forbid this vacume breaks down. I even have an extended warranty I purchased in good faith on the iRobot I just exchanged (from iRobot).
  

  Will iRobot honour their extended warranty I purchased on my new iRobot (which is registered through my same account) and iRobot provide acceptable (not exceptional, at least just acceptable), (meaning no more repairing/refurbishing of my own machine) should I encounter future malfunctions as I see so many other customers have?  I have watched the numerous  repair/maintenance videos you have sent me, preformed these functions multiple times (wasting my time that I cant get back).  You must realize how futile and insulting it was to put me through this repeatedly when your vacume was defective within one month, especially when you had my extensive log of vacuuming through my account.  

  Can you please honour these two requests, as some reprieve from all the stress and frustration you have put me through?

   

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

• Initial Complaint

  Date:11/06/2022

  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.

  Purchased an irobot J7+ in dec 2021. Installed device in April 2022. Worked great until September 2022. Started having connection issues. After multiple calls and over 2 hours on hold I reached someone that had me reinstall the app. Was instructed to try that and if that didn't work after a few days to do a factory reset. Have now performed 2 resets and nothing has changed. I reached out via online support now 3 times (case number ********) and the 1-2 days they said they would take has now been over a week. I would like a replacement unit. Love the brand but I am quickly becoming a detractor after this experience.

  

  Business Response

  Date: 11/07/2022

  Hello ******,

   

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

  We have gone ahead and issued a replacement to be sent, this is on order#******** - you should be receiving a confirmation email shortly.

  We have also created pre-paid return labels for you to ship your defective robot back to us for quality review.

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

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/15/2022

  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. 

  The resolution is in theory satisfactory, however they sent me a J7 model not a J7+, which is quite different. Also they did not send a return label.
  
  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: 11/16/2022

  Hello ******,

   

  We apologize for the mis-ship. A new j7+ has been sent. An order confirmation email will come through with shipping labels included in the email.

  A return for the incorrect j7 was initiated, so you should be receiving those labels via email shortly as well.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:11/04/2022

  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.

  This is my 4th or 5th Roomba, problems with all of them. Now I am having a serious issue with the device, won't dock, shuts down, constantly saying bag is full, it is not. I have called and in the past have gotten replacements. My latest, will not dock, sits in front of the docking station, about two feet away. Called, requested a supervisor, got *****. She insisted I take a short video. She provided me her personal email address, she did not, it goes to Roomba customer support. No call back, no email response, nothing. Just called again today, new issue. Told the unit has been reset and to use it. Call back or respond to his personal email, again, goes to customer support mailbox. Want to return, since I bought from Amazon and the return window is closed, they will not help me. This is a $1,000 unit, should not be having these problems. Just want a working unit. Not too much to ask.

  

  Business Response

  Date: 11/14/2022

  Hello ******,

   

  We are sorry to hear of the string of issues you have encountered with your s9 robot, this is not the experience we want for any of our customers.

  Upon looking into your account, we have noticed you recently received support on case 09103760 which is now in a Resolved status and your robot appears to be in regular use.

  Please let us know if or not your robot is now functioning as intended or if you need us to request one of our higher level support agents to assist you.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/14/2022

  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,

  Lauren

   

   

• Initial Complaint

  Date:11/03/2022

  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.

  In September 2021, I purchased the iRobot Roomba i3+ EVO (****) Wi-Fi Connected Self-Emptying Robot Vacuum - Black **** from Target for $522.49 after my Target discount was applied. We had many issues with the robot, and I opened a ticket in August 2022 while still under warranty. The robot was going out for only partial cleanings, moving when it should not have, failing to go out at all or to connect, and being non-responsive. I received no response from their support to my message and tried again on September 1st, while the item was still under warranty (their support message says customers will get response in 1-2 days but I did not). I contacted them again by phone on September 9, and was given a few things to try, but the support agent was not sure if any of these resolutions would work. I was told to try them and to then contact iRobot again if they did not work to discuss replacing the item. We tried all of the suggestions and the robot continued to malfunction, getting to the point where it did not do anything at all. I contacted support again on October 17 and despite their message telling me I would hear back in 1-2 days, I did not get a response for 10 days. Then I was told I would be receiving a "service robot" replacement in 5-7 days. This was not ideal because was limited as it came with no dust bin, clean base or battery. But after 5 days when I did not receive it, I checked and found out it had not shipped. I contacted iRobot again and was told it was on hold at the warehouse for unknown reasons and there was no way I would be able to find out why or when it would ship. I have done tons of waiting on resolutions for this $500 vacuum, and I am still waiting for an unknown resolution despite being promised a fix in 5-7 days that is now paused indefinitely. If the warehouse cannot issue a service robot now for whatever reason, I should get a full replacement with dust bin and all, or I will take a full refund, but I need a resolution.

  

  Business Response

  Date: 11/04/2022

  Hello ******,

   

  We apologize for the performance issues with you robot and the delays you encountered while trying to resolve those issues, this is absolutely not the experience we want for any of our customers.

  Upon review of your recent cases and the service robot order that was placed, we do see there was an issues with the order at the warehouse level for the replacement service robot.

  Not to worry, a member of the corporate care team has cancelled that order and placed a new order for an i3 Full Pack-Out, you should be receiving that confirmation email soon if you haven't already.

  Additionally, prepaid return labels have been sent via email so you are able to return the defective robot for quality review.

  If there is anything further that we may assist you with at this time, please do not hesitate to reach out to us.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 11/05/2022

  [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:11/02/2022

  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.

  I purchased an item from iRobot's **** store. The model I received is different from the one I ordered. i request your assistance in getting it returned, and refunded or replaced.

  

  Business Response

  Date: 11/03/2022

  Hello!

  
  Unfortunately, robots not purchased from iRobot directly or one of the approved authorized retailers, are not supported by or covered under iRobot's Limited Warranty. You will need to settle this dispute with the merchant you purchased this robot from.
  

  Please see the following links for more information on authorized retailers and iRobot's ******************************************************* Warranty: https://homesupport.irobot.com/s/article/3096
  
  Where to Buy: https://about.irobot.com/en-us/where-to-buy

  
  
  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 11/03/2022

  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. 

  This was purchased directly from the iRobot store. This is not a warranty claim, it is a claim that you never delivered on my purchase. When messaging with the seller they indicate they are indeed iRobot employees and that they represent iRobot the company, not an authorized reseller.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  I

   

   

  

  Business Response

  Date: 11/04/2022

  Hello,

   

  We understand that this is not a warranty claim, but if this robot was not purchased through iRobot.com directly then unfortunately we do not have the ability to refund the purchase. If this robot was not purchased from an authorized retailer such as **** directly (not an independent seller on ****), Target, Bed Bath and Beyond, or any other authorized retailer on the list we provided, then iRobot would not be able to support the robot and it would not hold the limited warranty.

  Please provide a wider view of your proof of purchase to include the seller and an image of the seller's profile as we do not have iRobot employees working at ****. If the purchase was made with **** directly, you would still need to go through **** for the refund/return as our order systems are different and the transaction does not live with iRobot. If you are being mislead by a seller on ****, you would need to look into ****'s terms and conditions to see if there is some kind of claim that you would need to file with ****.

  Please advise.
  

   

  Thank you,

  iRobot Customer Care
  

  Customer Answer

  Date: 11/07/2022

  This was sold by iRobot's store on ebay: https://www.ebay.com/str/irobot#tab1

  When messaging them they confirm they are iRobot employees not a reseller.

   

  
  
  Regards,

  I