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:09/13/2022

  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 own the IRobot I7 and I've been having many issues with the machine not turning on or working properly.I've called customer service several times to help me but I still haven't received any resolution. Over a 5 months ago I was told they would send out a new replacement product but heard nothing after that conversation. I keep getting transferred, calls getting dropped, managers not returning my calls, it's just been a very stressful process.At this point my Robot just sits in the corner because it won't turn on anymore, and cannot be used as it's suppose to. This was a very expensive investment, and I feel like nobody from the company will help us resolve these issues.

  

  Business Response

  Date: 09/14/2022

  Hello Ebonne,

   

  We are sorry to hear of the poor service you have received thus far, that is not the experience we want our customer to have.

  We are eager to help but are unable to locate an account in our system that aligns with the contact information you have provided.

  Can you please provide a case number and/or the email address you have been using to open support cases with us? Once we have this information, we will be able to better assist you.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 09/15/2022

  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 number I have been calling is ****************.

  I don't remember ever receiving a case number but I can provide model number of my Robot if needed. Everytime I call I get transferred or call back promises that never happen.

  
  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,

  Ebonne

   

   

  

  Business Response

  Date: 09/28/2022

  Hello Ebonne,

   

  When you call or email in to to iRobot ************** you are assigned a case number. If you did not receive one, then you may not have been using the correct contact information to reach us. I provided the correct phone number on my last response.

  Here is that number again: ************ or you can always try emailing at *************************************** and a case will be automatically generated for you.

  Please provide the model and serial number of your robot as I am unable to locate you in our system so we are able to create a case for you and get you into the hands of a trusty agent who can get your robot up and running.

   

  Thank you,

  iRobot Customer Care

  
  

• Initial Complaint

  Date:09/10/2022

  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.

  I ordered a vacuum from IRobot and tried to return it in brand new condition within the companys return window. I called many, many times and emailed many times to get a return label and information about how to return it. I never received a label or this information despite speaking with several people. Every time I was told that my claim would be prioritized and I would receive an email with a label and a call back, but never did. I still have the vacuum in new condition. It is unfair of the company to not let a customer return an item within the valid return window simply by ignoring them and never sending the information. I have email documentation showing my interactions with the company, including an email saying my claim being prioritized and I would receive the return info shortly, but then I never got any other information. I just want to be able to return this vacuum! It has been almost a year and I have contacted them SO MANY TIMES with no resolution. I know businesses are short staffed in this pandemic but this is unacceptable and poor business practice.

  

  Business Response

  Date: 09/13/2022

  Hello *******,
  
  
  
  We sincerely apologize for this frustrating chain of events that lead you here to Business Complaints, this is not the experience we want for any of our customers.
  
  We have emailed a pre-paid return label to the email address you provided so you are able to ship your robot back to us.
  
  We will follow up with an email regarding further return information.
  
  
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:09/03/2022

  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 a vacuum that I pay $29 a month for for 3 years that comes with service I have called in and emailed multiple times because the vacuum isnt working correctly or cleaning my home like it did when it first arrived and I continue to get the runaround!!!! They keep emailing me telling me I will be charged $585 to cancel but they wont bother in fixing or replacing the defective vacumm. Worst money Ive spent. I want it replaced or repaired or they can take it back at no cost! It doesnt work

  

  Business Response

  Date: 09/09/2022

  Hello *******,

   

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

  It would appear that a replacement robot has been sent out to you on order# ******* and a return label was issued to send your faulty robot back.

  Should you have any further questions/comments/concerns, please do not hesitate to reach out.

   

  Thank you!

  iRobot Customer Care

  Customer Answer

  Date: 09/09/2022

  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,

  *******

   

   

• Initial Complaint

  Date:09/01/2022

  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 self cleaning iRobot 13- back in May 2022 and it worked only once. I contacted roomba support and all they did was sending me parts with a long time window Of retrieving the parts unscrew change parts what a huge dissatisfaction what a huge mess after spending such a huge amount in this.

  

  Business Response

  Date: 09/09/2022

  Hello *****,

   

  We apologize for the service you have received thus far, we never want a poor experience for members of our iRobot family.

  As a courtesy for your troubles, we have issued a full replacement robot with dock to avoid the hassle of taking the unit apart. This has been sent under order# ********

  We have sent a return label as well so you may send back the existing faulty robot and dock, you may use the box your new unit will be arriving in.

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

   

  Thank you!

  iRobot Customer Care

• Initial Complaint

  Date:08/28/2022

  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.

  In 2021 I received a defective vacuum. It was a known problem with this particular model, the s9+. After several failed attempts to fix it by customer support they told me to send it back and they would exchange it. After some research I decided to get a less expensive yet better robot. They said Id get a refund for the $300 difference in form of store voucher. They received my old vacuum but I never got the voucher. I emailed them and they verified they got my vacuum and said they sent me a voucher. They did not. I emailed back and got the voucher. I tried using it several times without success throughout the year. I emailed them back explaining as much. This time they said it expired and they couldnt do anything about it. **** offered me some minuscule things that would add up to about $20. Unacceptable. It escalated to ****** who confirmed that yes I would receive the full $300 refund if I just placed another order. I did. I never received the refund. After a month, I confirmed with my bank that no such refund was initiated. After several emails to iRobot that went unanswered I decided to call to physically speak to a person. I spoke with ***. After giving me several excuses as to why I shouldnt get the refund, he had me email him proof of the emails stating I would be refunded. He said they did do the refund then violated my privacy by making me email screenshots of all my bank transactions after I had placed the order. After seeing that I did not get the refund, he told me hed send the refund that night. That was not done. A week later I called back and spoke to *** again. He didnt seem to recall the conversation with me and wanted to know why I wanted a refund. I started explaining the situation to him again and during that time he hung up on me. After not receiving vouchers, then getting one that didnt work, unanswered emails, being lied to, and even being hung up on, it is blatantly clear they NEVER intended on giving me a refund.

  Customer Answer

  Date: 09/08/2022

  I have not heard from the business in response to my complaint which goes along with what I was saying about them avoiding me, and ignoring my emails.

  

  Business Response

  Date: 09/09/2022

  Hello *****,

   

  We went to process the refund for your order however were unable to do so because adjustments in the amount of $354.41 on credit# **** had already been made covering the cost of your order US00072695 for various accessories.

   

  A credit won't appear on your account as you were not charged for the order according to the system - can you please confirm if or not you were charged for order# US00072695 in the amount of $354.41 ?

   

  If you have a charge for this order, we will look into another avenue for refunding the order.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 09/12/2022

  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. 

  I am not sure where you got the figure of $354.41. The total for my order was $322.51, & I do have a charge for it. See attachments.
  
  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: 09/13/2022

  Hello *****,

   

  We tried calling and left a voicemail, then a follow up email explaining the full details but we found that there was an issue with the credit process on your case.

  We sincerely apologize for the inconvenience and we thank you for providing various screenshots/information which helped lead us to determine the issue at hand.

  We have gone through the backend of the system and pushed your refund through for the full order total, we have provided the receipt here and on the email that was sent to you.

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

   

  Thank you,

  iRobot Customer Care

   

   

• Initial Complaint

  Date:08/25/2022

  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.

  Unable to reach ***************** Escalation Team finally called and assisted me. Not given a return label to ship my defective robot back. Sent return email to **************** requesting label immediately after they emailed me. No response. Days later, still no response. I was told I had to return the robot within 5 days of receiving the replacement or face additional charges. I CANT GET ANYONE TO ANSWER A PHONE OR EMAIL!!!

  

  Business Response

  Date: 08/26/2022

  Hi ********,

   

  We apologize for the delay here, this is not the experience we want any of our customers to have.

  We have gone ahead and pushed a new label through to your email, the label will be coming directly from UPS.

  If you have any further issues/questions/comments/concerns, please do not hesitate to reach out.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 08/26/2022

  [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. 
  

  I have received the shipping label and will send back the defective unit asap. I appreciate the quick response from ****** with iRobot **************** teams.

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

• Initial Complaint

  Date:08/25/2022

  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 a Braava Jet M6 (**: M611020B201030N204892) that was given to me as a gift by someone close to me before they passed away a week ago.I went to register the ** for the warranty and it said that the robot was already registered. I ran the braava with water and it made a clicking sound with no water coming out. I am very disappointed with iRobot as I was not able to contact them about this.I am asking for a replacement M6 as the unit itself is defective

  

  Business Response

  Date: 08/25/2022

  Hi *****,

  First, we are so sorry for your loss.

  We are also apologize for the poor customer service you have been provided thus far, this is not the experience we want our customers to have.

  I will have an agent reach out to you and arrange for a replacement robot to be sent.

  They will provide a shipping label for you to return your robot for quality review.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:08/17/2022

  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 enrolled in the companies iRobot select membership on: 11/5/2021. The with the intent of having it and enjoying it. Unfortunately, the product itself has been kind of a nightmare. The device does not operate as advertised. It is not intelligent enough to avoid obstacles such as but not limiting too: cords, ledges, pet food dishes, etc. Additionally, it had an almost creepily constant ability to get stuck in every single spot even when an area was marked as "red" on the app. With all of this in mind we had the device for quite sometime and were assured that once the device properly mapped our 325 sqft apartment that it would perform properly. This "mapping" in itself took probably about 2 months, and during this time we ran it incessantly (which mind you it is extremely loud). It still did not work as advertised. At this point we were living with this inconvenient product and paying for it monthly because we knew what we had signed up for, but then one day it just quit vacuuming all together, and wouldn't charge. This is when we contacted them about 3 months ago for the first time. At this time we demanded they either cancel the service or send us a new one and reinstate another 30 day cancelation period (just incase the new one also was flawed). They refused to cancel it without paying $406 dollars in fees, and they settled for another unit, and another grace ******* and for us to ship back the other one. The new one never even left the docking station. They never sent us the shipping label for the other one. All in all I am now left with two very expensive decorative pieces in my living room. Despite further communication with the company and the customer service agents that just hang up on me I am now left with no working vacuum and no communication despite a "manager" that was supposed to call me a million times by now. I refuse to pay for a vacuum cleaner that doesn't work or a service that isn't performing as advertised.

  

  Business Response

  Date: 08/25/2022

  Hi *******,

   

  We are sorry to hear of the poor service you have received thus far - it is unusual to hear of this performance from the j7 but in any event, this is not the experience we want for any of our customers.

  Though we will be sad to see you go, we will agree to accommodate your desired settlement.

  An agent will be reaching out to you - they will cancel your subscription, send (2) shipping labels to return the robots in your possession, and reimburse you for the last 5 months of service.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:

  
  
  I have reviewed the response submitted by your 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.

  If possible is there anyway that we could get an estimated time frame on contact from your customer care team? Furthermore, in the event that contact does not occur what would be the best course of action to continue getting this issue resolved? Unfortunately, as showcased in the original complaint not all customer care representatives are adept at this particular issue. Furthermore, I do not think that a customer care representative would understand what is going on if I just called the main support number. 

   

  I have faith that your team will contact me, and we can get this issue resolved soon, and I look forward to hearing from you hopefully sooner rather than later. 

  Kind Regards,
  
  *****************************

• Initial Complaint

  Date:08/09/2022

  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.

  IROBOT Roomba s9+ Robot ******************* Dirt Disposal that was still under its 2-year warranty when it started performing very poorly. It continued at least 3-4 months and each time I did some DIY watching videos such as roller cleaning, brush replacement etc. However it became a recurrent issue after some time. for Main issues included:1. Poor pick-up 2. very high noise and over heating 3. Getting stuck on open spaces for no reason 4. Leaving jobs incomplete I contacted with iRobot team and after a few telephone-based iterations it still did not work. Each interaction has a 2-week action period with them. iRobot then sent me a cleaning head module replacement after waiting for over 6 weeks as they determined the problem was not fixable. However, even that did not work. Now they are asking me to pay a service fee of $155 to get a repair or a re-furbished replacement (if irreparable). My problem is:1. Why should I pay the service fee when my device is still under mfg warranty.2. They take anywhere between 2-6 weeks to respond so I am stuck for a very long time without a working product.3. I need a proper replacement of the product as a resolution to this matter and not pay the $155 fee being under warranty.Note: All this has been going for a while (since June of 2022) and the unit is now out of warranty.

  

  Business Response

  Date: 08/16/2022

  Hello Umita,

   

  While we do have Extended Warranty plans that can be purchased within the first year of owning the robot extending the warranty to 2, 3 or even 4 years, the standard manufacturer's warranty is 1 year not 2 years.

  It looks like the part that was sent to you was at no charge which appears to have been done as a curtesy as your robot was outside of the Manufacturer's Warranty at the time the agent sent the part to you. 

  If you are experiencing issues with your robot beyond the 1 year Manufacturer's Warranty that cannot be repaired by acquiring a part related to the issue at hand, then the next step would be to have the robot sent for repair at the cost provided by the agent.

   

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:08/05/2022

  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 ordered on September 17, 2021, through Amazon an iRobot Roomba i3+ EVO (****) Self-Emptying Robot Vacuum, I spent $549.00, and since the beginning it had issues since the beginning. It was not working or cleaning properly (I have an old one about 14 yrs old and it cleans better). They can check and verify my complaint on their side, I guess through the ********* ****** told me they were able to see all the error codes. With that information, they have already sent me a tower (because they determined it was defective), and then, they have replaced the round vacuum about 4 times (the model they keep sending is not the same. Mine is iRobot Roomba i3+ EVO (****) Self-Emptying Robot Vacuum and they keep sending me a iRobot Roomba i3 Wi-Fi Connected Robot Vacuum. It may do the same, but I have been reprogramming, fixing, and trouble-shutting it, and still, it is not working properly many, many times, every month, since the beginning. I asked to replace the whole thing (tower and the vacuum) they said no. Now, the warranty will expire next month, after that.. I will be hanging with this defective product, and refurbished parts.

  

  Business Response

  Date: 08/10/2022

  Hello,

   

  We are sorry to hear that your robot is having issues and not meeting your expectations. That is not the experience we want for any of our customers.

  A customer care representative will be reaching out to you shortly to assist.

   

  Thank you,

  iRobot Customer Care