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:11/01/2022

  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've always supported the ************** and purchased the roebucks for years but I paid over $1000 for this robot and it's failed again. I'm having major surgery in the morning I'm 100% disabled fire fighter and paramedic and I will not be able to clean and now I can't vacuum because my robot has failed. It was replaced and the new robot is failing I'm at a loss for words as $1000 is a lot of money and I have robot dating back years. I have a black lab military dog and I will not be able to vacuum after him this extra hair will cause me more physical issues I'm begging from the bottom of my heart and that I robot send me a replacement as soon as possible.. I am truly lost without it.

  

  Business Response

  Date: 11/03/2022

  Hello ********,

   

  First of all, thank you for your service - we hope your surgery goes well and you are on the mend soon!

   

  We apologize for the failed performance of your s9, this is not the experience we want for any of our customers.

  We have gone ahead and arranged for a new robot to be sent to you, please keep your current base to use with the new robot.

  Pre-paid return labels have been sent to you so you can ship your defective robot back for quality inspection when you are able to.

  We have also sent some accessories for your robot as a courtesy.

   

  Be well!

  Robot Customer Care
  

  Customer Answer

  Date: 11/03/2022

  [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:10/14/2022

  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 reached out to iRobot about an issue I was having with my vacuum. *** been having the issue for well over a year and have been trying the suggested troubleshooting. After completing every possible troubleshooting I contacted their customer service and was promptly told my only option was to pay $150 for my device to be repaired. The issue I am having is a software issue that has been present for a quite a while so Im unaware of what this $150 repair would be. This alone is unacceptable for an appliance that costs over $600 but since contacting them and giving them the serial number for my device my vacuum has developed FOUR new problems that have rendered it almost unusable. The latest of which caused it to dock itself but keep the wheels running, effectively wearing off the rubber on the wheels and causing itself damage. Im certain its no accident that the device developed a list of new issues after I complained to their customer service department about their sub-par warranty. After looking into it, I discovered that my robot auto- downloaded a software update the day after I complained to customer service about not having a satisfactory resolution. This was the same day the laundry list of new problems developed. It is unacceptable that an appliance that costs this much would turn to garbage so quickly and the company give no resolution other than to give them more money and then send a defective software update.

  

  Business Response

  Date: 10/14/2022

  Hello *******,

   

  We are sorry to hear the troubles you have had with your robot thus far, this is absolutely not the experience we want for any of our customers.

  While the robot is out of warranty, we are going to make a one time exception to replace the robot for you given the challenged you have encountered.

  A pre-paid shipping label has been emailed to you so you are able to return your robot for a quality investigation.

   

  Order #******** has been processed for your replacement, if you haven't already - you will be receiving an order confirmation email.

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

  
  

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:10/10/2022

  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.

  have issues with my Roomba since bought at Best Buy about 7 months ago. Replaced about 6 times by robot and still doesn't function properly. Wanted to return within 30 days of buying yet the ************* said they would resolve and clearly did not. Cost about 1 K and want a refund.

  

  Business Response

  Date: 10/11/2022

  Hello ****,

   

  It is highly unlikely that all 6 robots you were sent would have had issues to the point of needing to be replaced, so we first want to apologize that our support team was not able to fulfill their duty for you in reconciling 1 of the many issues you encountered. This is absolutely not the experience we want for any of our customers.

  Can you please provide the receipt from Best Buy so we are able to process your refund in the correct amount and confirm how many s9 robots you currently have left (if any) in your possession so we are able to send you return labels to ship them back.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/13/2022

  [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:10/06/2022

  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 robot 12/28/22 at Bed Bath and Beyond. Product stopped working 2 months later. Called and was sent a replacement. The replacement stopped picking up the 2nd day and I called ************* was sent and this one did not work, and they wanted me to replace parts. I insisted on new robot because the replacement never worked. Receive ************* and the first day of use an error message that problem with robot sealing base. I have had a total of 5 robots, and none work.

  

  Business Response

  Date: 10/13/2022

  Hello ****,

   

  We are sorry to hear that you have not had a favorable experience thus far.

  Unfortunately because the robot was not purchased through iRobot.com we are not able to process a refund, even if we were - the problems occurred outside of the 60 day return window that we honor for purchases made from iRobot.
  

  We see that your robot is still within the 1 year warranty and that you have a Protect plan - we hope that you can give our agents one more chance to troubleshoot your current robot and/or send you a replacement.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/13/2022

  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

  Hi,

  I believe that having 5 Roombas in less than a year shows  my willingness to try with your company. I had a Roomb in ea 2006 and neve had as many problems or needed to return it. I cannot do a 6th attempt. I need a vacuum that works and does not require so much of my time. Please issue refund me the cost of the vacuum and warranty.  Please remember that I have had 5 robots and not one of them has worked consistently. 

  Regards,

  ****

   

   

• Initial Complaint

  Date:10/01/2022

  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 purchased a Roomba in Jan 2021, which came with a 1-year warranty. The robot malfunctioned since practically day 1. iRobot kept sending part after part to swap out. The issues never went away for more than a couple of months. The last time I called, the rep assured me that a whole new unit (robot and base self-cleaning station) would be sent if further problems occurred. Today I called because - shocker - the robot isn't working and hasn't for months (I held off calling because iRobot's lines usually have a massive wait and very unhelpful people on the other end). The rep I got today initially said he suspected the problem was the base unit and he'd replace it. When I asked for a whole new unit as previously promised, he checked with his manager and they told me that I'm no longer under warranty. Mind you, it has been a lemon since purchase with countless calls and emails to iRobot since my purchase. Also, the warranty should exist on the replacement items, not the original one that at this point has been pieced out so many times that it isn't even the same robot.

  

  Business Response

  Date: 10/04/2022

  Hello *****,

   

  We are sorry to hear of the charging issues you have been dealing with, that is not the experience we want for any of our iRobot customers.

  It would appear that an agent placed an order for a replacement robot for you on 10/1, order #******** - according to tracking that robot should be arriving to you tomorrow by end of day.

  Please let us know if there is anything further we may assist you with regarding this matter.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/04/2022

  [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:09/30/2022

  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 a roomba select membership. ****** did not work and would not connect. New robot was sent out. It didnt connect either. Company was made aware multiple times and I was told I was credited a 1 month refund. I told them I wasnt paying for a service if the service would not work or operate and that I would be sending the robot back. They reassured me they would have it looked into by a supervisor and they would be contacting me to get the credit for the months I was unable to use the service. They sent to collections and sent ************* out that is inoperatable due to my account being cancelled now due to their negligence. I even asked for the phone conversation to be reviewed. Supervisor never contacted me. So here we are.

  

  Business Response

  Date: 10/21/2022

  Hello *******,

   

  We are sorry to hear of the difficulties that you have experienced thus far, this is not the experience we want for any of our customers.

  We are going to reach out to collections on your behalf to have you removed, we will also refund for the 2 months of service in which the robot did not work. This will need to be done with a check as we are no longer able to take care of this through the system, we apologize for the inconvenience.

  A member from the corporate ************* team will be reaching out to you shortly.

   

  Thank you,

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

  Customer Answer

  Date: 10/24/2022

  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 # ********. 

  The resolution sounds good but I still want the robot to work. Please renew subscription so that I can use the service. Im happy to put the two months that youre trying to refund towards November and Decembers payments. Please advise as I would love to get this resolved. 
  
  
  Warm Regards,

  *******

   

   

  

  Business Response

  Date: 10/24/2022

  Hello *******,

   

  We can certainly handle this for you - we won't however be able to apply the refunds to the next 2 months of service as we no longer have access to the original transactions. Because of this, the refund will be in the form of a check.

  We will route a release form to you for the amount of the refund and have the Select team re-instate your membership.
  

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:09/28/2022

  Type:Billing 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.

  Transaction Date: Nov 18th ***********: $696 (2 Year Contract)Business committed to provide Robot vacuum cleaner.Name of dispute is Volation of Contact/False Advertising, ***************************** the following. "The Early Termination Fee is prorated, which means that as more time passes, you will pay less to terminate the Membership early. If your Term began on or after October 5, 2021, the Early Termination Fee can cost a maximum of $696 for a two-year Term Commitment for each set of Membership Products and decreases by the amount of your Subscription Fee monthly."Instead of Decreasing as per the contract the company has charged me $1524.48 which exceeds the maxium amount possible not respecting any previous payments and sent it to collections. Below you will find the below contract Unable to provide irobot account Number as they removed it from the portal after being sent to collections.Collections Account Number: ******* Collector/Accomplaice: *************

  

  Business Response

  Date: 10/04/2022

  Hello *****,

   

  We apologize again for the error here - according to your case history, it would appear as though an agent has adjusted the termination fee owed to collections to reflect the correct amount and provided you with the information you need to close out this issue. 

  We are sad to see you go and with you the best - please do not hesitate to reach out should you have any further questions.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:09/27/2022

  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.

  Oct. 21, 2021, I purchased a combo roomba S9+ vacuum and mop with charging base. The vacuum stopped working late January or early February 2022. First it was an error message stating the bin needed emptying even though it had been emptied. I sent a message via the roomba app and received no response. I tried to do a factory reset which resulted in the vacuum not being recognized by my wifi network which is necessary for the vacuum to be used. I tried calling customer service but after an hour on hold the call was disconnected, but not by me. I dont have all the dates of contact but have sent multiple emails to customer service from which I can get some dates. I sent an email Jun 9, 2021 and was given case number ********, Sept. 9, assigned case number ********. Both had automatic responses stating I would be contacted in 1-2 days but that did not happen. On June 12, 2022 I saw an email that requested details of my purchase, photos, and other information. I sent this information in response and did not hear back. I sent a follow-up email requesting a response Sept. 16, 2022 and Sept. 26 2022 with no response yet. My product is still under warranty but the company and not even responding to my requests.

  

  Business Response

  Date: 09/28/2022

  Hello *********,

   

  We have looked through your case history and want to apologize for the difficulties thus far with both your s9 and the support you've received - this is certainly not the experience we want for any of our customers.

  At this time, we would like to offer you a complete replacement of the unit. We will provide pre-paid return shipping labels so you can send back your malfunctioning unit for quality review.

  Please advise if you would like to proceed with a new replacement robot as a resolution.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/10/2022

  [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:09/23/2022

  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.

  Ive been having issues with connectivity to my roomba for over a month. I have submitted 3 technical support requests and messaged the company on multiple social media platforms. Each automated reply promises a response within a couple days but no one has ever responded to any of my submissions or attempts. I am unable to use my roomba in the way it was designed to be used and because all replacement parts come directly from iRobot, I am still forced to continue to give them money in order to use my roomba - despite the fact they show no regard to their ******** customers. Case number ******** as per an automated reply from iRobot.

  

  Business Response

  Date: 09/26/2022

  Hello ****,

   

  We sincerely apologize for the long wait, this is very unusual and not the experience we want for any of our customers. We will look into what we went wrong here.

  In the mean time, we have reached out to the managers and an agent will be reaching out to assist you today, someone from iRobot corporate will be reaching out as well.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:09/22/2022

  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.

  I purchased the I robot subscription. Im on my third robot and they all have problems. They fail to meet the standards advertised. The company refused to let me out of the remainder of the subscription. I threatened litigation and they informed me per my contract I cant take them to court, only litigate with their third party litigation company. *** called and sent emails but never hear anything back. At this point I feel Im entitled to be let out of my subscription

  

  Business Response

  Date: 09/28/2022

  Hello ******,

   

  We apologize for the difficulties you've had with your robots, this is not the experience we want for any of our customers.

  We have reached out to the Select team and recruited an agent to cancel your membership and waive the fee. They will assist you in returning any unit(s) you may still have at this time.

  We are sorry to see you leave the iRobot family.

   

  Best,

  iRobot Customer Care