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:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Roomba 11/20/24 from ****** for $350+ tax. I had it less than 2 weeks before it began to malfunction. On 12/18/24 I was told a replacement was going to be sent to me as a courtesy. I called back the first week of January and it had not been sent. A replacement arrived on our about January 8th. The replacement was a different model because they said they don't have the J6. I was sent the J7. The J7 arrived and I kept getting errors about it not sealing properly. I went on vacation 1/11/25 and got back 1/21/25. I tried to troubleshoot the errors and nothing worked. I called back and was told the machine was "very dusty and very dirty" and that's why the machine wasn't working. The machine hadn't successfully completed 5 jobs without supervision. There's no way a well made machine whose function is to vacuum should not vacuum because some dirt or dust got in the way. I was told they would send me a new clean base because that was, supposedly, the problem now. In the meantime I had this $350 paperweight. I called this morning to find out where the new base was and was told it would be here "tomorrow." Tomorrow is Sunday. When I asked if it was *** or ***** I was told to wait and he'd find out. After holding for SEVERAL minutes, I was told they never sent the new base and that I have to return the other one first. I'm tied of dealing with them and their substandard products. This is the fourth robot I've had from them in less than 6 months. I can't return it to ****** because it's not the same item. I want a full refund for this robot and the $25 restock fee I paid when I had to return the first one to ******. I do not want a replacement. I do not want to do business with them.

  

  Business Response

  Date: 02/09/2025

  Hello Maya,
  
  We are sorry to hear that you are not enjoying your Roomba, this is not the experience we want for any of our customers.
  
  After reviewing your tickets with Support, it is unclear to us why there was a return to Amazon for a purchase from ******* When purchased from Authorized Resellers, you're fully entitled to our Manufacturer's Warranty and thus, we have replaced your first robot. Since the replacement j7 was showing sealing errors, we originally offered to sent a replacement base but were advised by our Development Engineering Team that the sealing issue was a software issue rather than a mechanical one. Hence why you were informed we'd appreciate your patience while the software update was rolled out.

  Lastly, since the purchase was done with a Reseller, it's their Return and Refund policies that are applicable and why we will not be able to honor your request for a refund. Thank you for your patience and understanding.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 02/09/2025

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

  The Amazon return was from the robot I initially bought. It worked for less than a month and I had to return it and was charged a restock fee for the return. This is separate and apart from the current fiasco.

  Because I generally liked the product I bought a brand new one from ******. That one worked for less than two weeks before it ended up having to be replaced. It was NOT replaced when they said it would be replaced. I was sent another robot that malfunctioned almost daily. They said they sent me a base and they didn't. Then they said they need the old one back first. Then they said they ran out of the bases. Then they said it's not the base and it's a software issue. I'm getting conflicting stories and it still doesn't address the fact that I'm stuck here with a product that has been broken longer than it has worked. Even today I'm seeing connection errors. 

  I cannot return it to ****** because they sent me a J7 because they supposedly ran out of the J6. It's not the same item. They have also dragged this out for so long that I'm outside of the return window. They know this. 

  This does not get resolved with a software update or another base replacement. I am tired of dealing with this robot and the company's poor customer service. I want a full refund. This is your malfunctioning product. 

  Regards,

  Maya

   

   

  

  Business Response

  Date: 02/11/2025

  Hello again Maya,

  Thank you for reaching out with your concerns about your recent experiences, we'd like to address your concerns.

  We noted that the initial purchase of the Roomba j6 from ******, was an open-box like deal from an unauthorized reseller. Unfortunately, products acquired through resellers are governed by their respective return policies, and we are unable to issue refunds for purchases made in that manner.

  After having your case escalated, we were put in contact with our Engineering team, who determined that the issue you are experiencing with the replacement j7 is expected to be resolved through an upcoming software update. We acknowledge any miscommunication regarding the replacement base; it's clear there was an error in our process, and for that, we apologize. However, sending a replacement dock will not resolve the issue based on our engineering team's assessment.

  We understand the frustration you have been facing and are committed to resolving the issue through the forthcoming software update. While we cannot provide a refund or replacement at this time, we kindly request your patience for this update to be rolled out. We are confident the software update will address the malfunction and restore your robot to full functionality.

  Thank you for your understanding and cooperation.

  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 02/11/2025

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

  I do not accept this as a solution. This is the fourth robot I've had since the first one I bought this fall. These last two malfunctioned within days. These are not quality products. 
  
  When I tried to get solutions I'm given the runaround and conflicting information. Most recently I've been lied to about things bring shipped when they weren't. Your customer service is untrustworthy. 
  
  Despite me having cleaned the base and following the instructions on the app, the robot has been offline for the last three days and sitting on the charger. When it did come online the battery was so low it couldn't complete a job. It went to the base and didn't charge. It's still not charging. Having been through this before with my first robot, I know the next "solution" will be to replace the battery. If it's not one thing it's another. 
  
  I'll note again that your company sent me a different model than what I purchased so I can't return it to the store and that this has dragged out past the point where I could return it anyway.
  
  I can't be more plain than this: My experience with your company has been abhorrent on all fronts. I DO NOT WANT YOUR SUBPAR PRODUCTS. I NEVER WANT TO INTERACT WITH YOUR CUSTOMER SERVICE AGAIN. I JUST WANT MY MONEY BACK. 
  
  Maya 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the iRobot Roomba robot as a gift. The robot's day of activation (birthday) was *************. Subsequently, the robot's self cleaning feature stopped working, indicating a failure of the robot to detect a dirt bag in the collection drawer. I contacted iRobot customer support to sell ***************** I was given instructions to clear the error but none corrected the issue. I was then asked to provide detailed info on the robot and provide several pictures, all of which I provided. The last item iRobot asked for was proof of purchase. I explained the robot was a gift and I did not have access to a receipt. I pointed out the robot's activation date and that it was well within the 1 year warranty period. iRobot continued to ask for a receipt and denied Warranty coverage if I can't produce a receipt. I feel this is an unfair practice and really is in place to avoid Warranty coverage. What their policy says is that if I purchased a robot and didn't activate with one year of purchase, then once I activated the robot I would have no Warranty even though I had just used the robot for the very first time. I feel this policy is an unfair, deceitful, and preditory practice with the sole purpose of denying valid, fair, and reasonable Warranty claims. I am simply asking that iRobot replace a very expensive failed product that has been use for 6 months with a Warranty replacement.

  

  Business Response

  Date: 02/06/2025

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Combo j9+, this is not the experience we want for any of our customers.
  
  After reviewing your case details (Case # 10631571) we have determined that the robot is just within 18 months from the manufacture date, which is the max amount of time we can consider a robot under Warranty without a receipt provided. We have already placed order # 08337384 for a replacement base and a Return Label for the defective one.

  We hope that you continue enjoying your little helper, should you require additional help, please do not hesitate to contact our Tech Support Team. We'll be happy to continue providing assistance, but as of the end of February your robot will no longer be covered under the Manufacturer's Warranty, we thank you for your patience and understanding.

   Thank you,

   iRobot Customer Care

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an iRobot in march of 2023. Back in October of 2024, we received an error code on our app saying that there was no battery detected. So as customers, we went and bought a brand new battery and we still got the same error code. From there we filed a claim with iRobot and they had us take apart the robot vacuum and send in a bunch of photos. They determined that this was a SAFETY issue and it caused the contactors on the base unit to melt. They decided to replace the base, which we were happy about and thinking this would fix the issue. We got the new base unit and got the same issues as before. Based on this being a safety issue, this could have cause both my batteries to die. I called them again and told them about this situation and they told me they will not be covering my unit or my battery even though, their safety related issue could have caused more damage than they thought. They are making me put over $275 for repairs that their faulty, safety related issue caused.

  

  Business Response

  Date: 02/06/2025

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba i6, this is not the experience we want for any of our customers.
  
  After reviewing the historical data on your case and the documentation provided, we have determined that the robot's charging contacts show show considerable wear and in such condition they will definitely create problems with the voltage transferred from the base into the robot and battery. We recommend that you always use a dry microfiber cloth or a melamine foam for servicing the robot's contacts and the mates on the base.

  We will be glad to offer sending your robot to repair, free of charge as a one time exception. Please reply if you agree with the solution provided.
  
  Looking forward to your response.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:02/04/2025

  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.

  Good Morning,My name is ****** ****** and an extremely loyal customer. I absolutely love your products. And honestly depend on it EVER day. I have always had a great experience with your customer service and tech support the few times I've needed. Until now, During our recent move all my spare parts were packed and still not located. NO BIG DEAL jumped on line and made a huge order and overnight the product. The product has been stuck on a shipper delay for over a week, when you call *** they can't even give me an idea of WHEN I would receive. I have called customer servicers to reach ******* and **** her supervisor. Basically, they refuse to assist they tell me its my problem that the package is delayed, and I have to continue to wait. I have explained on several occasions, that IROBOT hired the shipper. I have already provided a curtesy to IROBOT by waiting a WEEK. I don't want a discount, I don't want my overnight refunded, All I am asking is for my product to be overnighted to me PLEASE. Thank you and Have a blessed day. As a courtesy to IROBOT I would be happy to send missing product if received.

  

  Business Response

  Date: 02/06/2025

  Hello ******,
  
  We are sorry to hear about your missing accessories, this is not the experience we want for any of our customers.
  
  After reviewing your case in more depth, we have noted that when looked up online, your "***********************************************************************************************" address, returns an empty lot. We also checked with some ******************** and it is also listed either as a 40.04 acre or a 1,744,142 sq. ft. lot.

  We've noticed that *** never had issues shipping to your Round Rock address, so it's very likely that if you built a new house down in *******, *** does not have that new address in their records yet. Please allow us to investigate a little further, but we can not promise you an expedited solution to this situation.

  One alternative we may be able to help with, is changing the delivery to a verified address and reship. Please let us know your thoughts in a reply. Should you choose to accept the latter, make sure to include the new address when you respond.
  
  Looking forward to your response.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 02/10/2025

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

  I'm not even going to spend my precious timing getting into how absolutely INCORRECT that is.

  But No worries @ all please **** the product to *************************************************

  Please refund all expedited charges and fees. Could someone please confirm when product will be sent?

  Anything future would be a waste of my peace, an ADDITIONAL delay of being able to actually use the machines I paid for.  

  Thank you and have a blessed day.

   

  ******

  
  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: 02/12/2025

  Hello ******,
  
  Thank you for your reply and additional details shared.
  
  We've initiated an investigation with *** to determine what happened to your packages and come up with a way to prevent these events in the future. Again, we thank you for your incredible patience and loyalty, hoping you accept an apology on behalf of our team for how your case was handled, we will make sure that similar scenarios are handled more delicately and with the corresponding sense of urgency.

  As requested, your order is being refunded, please allow some time to see it reflected in your records. The time will vary depending on your financial institution.
  
  Best regards,
  
  iRobot Customer Care

• Initial Complaint

  Date:02/01/2025

  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.

  Hi-I purchased a Roomba from iRobot in June 2024. In December 2024 the cleaning head module broke, requiring a replacement. I contacted iRobot through their customer contact information. The company refused to provide a new head because I could not find the receipt email - though I showed the credit card transaction, the shipping confirmation from **** and my registering the product the day the item was received. I did not find this acceptable, so I requested to speak with someone higher up. I sent that email on 1/2/25. On 1/7/25 I was told my email as being forwarded to someone and I should hear back shortly. Since then I have sent to follow up emails and have heard nothing back. I am not seeking a new product, rather the replacement piece that I myself will install.

  

  Business Response

  Date: 02/05/2025

  Hello ,
  
  We are sorry to hear  this is not the experience we want for any of our customers.
  
  After reviewing your case with our Support Team (# ********), we hereby acknowledge that your robot is, in fact, under warranty. We were able to locate order # US01271617 under email address ************************************* which gave place to our technicians confusion not finding records or the purchase. Unfortunately, we were also not provided with either the order number or a screenshot of your order confirmation which added to our team's inability to help you further since the cropped screenshots shared did not meet the requirements to be considered a valid receipt (please see our Support Article Proof of Purchase (PoP) Acceptable PoPs).

  In light of the new findings, we'll be glad to honor your Manufacturer's Warranty, however, we're also at an impass since you have sought after legal counsel from the ***. Should you be willing to accept our assistance, it will need to take place with no involvement from legal entities. If you prefer to pursue legal action, we will be required to step away and allow for our Legal team to handle your complaint without the involvement of Customer Care.

  Should you accept our offer to help, we'll be glad to continue assisting you via Support Ticket # ********, all we need is a reply via that platform.
  
  We're looking forward to your response, for any other questions please let us know.
  

  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. However prior to closing the case, I will need an email address to correspond with to finish the warranty claim. Thank you.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IRobot sent an update that locked out the Robot Vacuum. This software ruined the vacuum and it is no longer useable. The response I got from them is oh well we dont care. The robot is physically fine but the software locked out all the buttons and it no longer works due to the software. They will not exchange or roll back the device. They basically said oh well we dont care that we did it costing 1200 dollars.

  

  Business Response

  Date: 01/31/2025

  Hello *******,
  
  We are sorry to hear that you are not enjoying your Roomba s9, this is not the experience we want for any of our customers.
  
  After reviewing your case and historical data, we noticed that you have, over the years, been provided with the help of our Support team and have had wheels and robots replaced when it's been needed. We have also noticed that the original Roombas were not purchased from our website, perhaps a reseller. We'd like to start by asking for your kind help with the receipt of said purchases to decide the best course of action in this particular case.

  Regarding the error that you report (Child and Pet Lock), it does not stem from software updates as you indicate, this is either a manual setup or a setting that has enabled/disabled from the App. However, we'd definitely encourage you to observe the instructions for manual disabling of the lock as instructed in our Child & Pet Lock support article and let us know about the outcome.
  
  Looking forward to your response, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 01/31/2025

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

  The app by definition is software. So your app can disabled the robot and lose connection and game over ? I dont know how you providing a wheel for a crappy product absolves you in a serious app and software flaw 
  
  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: 02/06/2025

  Hello *******,

  We were looking forward to your feedback on the recommended troubleshooting steps but unfortunatly, we did not receive any. Regarding the support provided on prior ocassions, we are not argumenting that there's absolution for another, unrelated issue. We also actually said that over the years you have been provided wheels AND robots when needed, not once having received proof of purchase from you of the robots being acquired from Authorized Resellers.

  We'd appreciate your help with the recommended troubleshooting steps and the outcome, as well as the purchase receipt of your current robot. We'll be most glad to reassess your case and decide on the best course of action.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a robot vacuum before Christmas. It was received by the company 12/27/24. It has taken me multiple phone calls and emails to get them to issue a refund. They say they have done that today and that it will take 5 to 7 days to process. I don't trust it will go through as they've told me it was in the works before.

  

  Business Response

  Date: 01/28/2025

  Hello *******,
  
  We are sorry to hear about the issues with your refund, this is not the experience we want for any of our customers.
  
  After reviewing support ticket # 10596638, we found that the refund was manually processed on Jan 23rd, it's possible it might still take a couple days to post to your original payment method, depending on your financial institution. However, it has been process from our end. As a token of appreciation for your patience, we have sent you a couple of freebies (1 melamine foam to keep your charging contacts always pristine, and a couple of bags for your clean bases.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 01/28/2025

  [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:01/22/2025

  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.

  I ordered 2 irobots online from the irobot website on Dec.14,2024. Second irobot order was a mistake as I did not receive an order confirmation on the first order and submitted it twice resulting in a duplicate order. I cancelled both orders on Dec 15 via email. to the customer service department. I was able to repair the old irobot did not need a new one. The Irobots were shipped on Dec. 17 despite being cancelled two days prior. I notified irobot customer care and was told I would receive two return shipping labels one for order USO ******* and USO *******. However, I received two shipping labels for USO *******. Both Irobots were shipped under the same order number. I was not aware of this when I returned the items. As of Jan22. 2025 I have not received a refund for order USO *******. This is approximately 6 weeks after I cancelled the original order. As of Jan. 22 I have exchanged 20 emails and made two phone calls to customer care with no results regarding order USO *******. I have spoken by phone or email to ***** R. ******, and *********. I also spoke with someone who would not listen to what I was saying, refused to give his name and hung up. None of them can tell me when I can expect a refund. First, I was told they never got the second irobot back but later they found it and acknowledged its receipt. Next, I was told that a higher- level team had to make the refund decision. Now I am being told they are awaiting word from the warehouse which has to verify the serial number. I was still not given a refund date. The credit card bill has come due, and I am having to pay interest on this purchase because of the lack of a refund. I believe that I have exhausted my options with this company and am requesting that you intervene on my behalf. I have all supporting documentation if needed.

  

  Business Response

  Date: 01/24/2025

  Hello ***,
  
  We are sorry to hear about the issue with your orders, this is not the experience we want for any of our customers.
  
  After reviewing your Support ticket ******** and the orders placed by you from our website, we were able to confirm that the Return Label # RLN-****** for order # US01604698 was created on 12/20/2024 at 10:37 AM, and that # RLN-****** was also created for order US01604689 on12/20/2024 at 10:38 AM, thus helping us confirm that a RL was created successfully for each one of the orders.

  This means that the issue at hand, and as confirmed by you, is that only RLN-****** was used for both shipments, showing "Status: Delivered" in our logs, but it was actually only meant for order US01604689. RLN-******, however, still shows in "Status: Created", meaning that it was not shipped as confirmed by Tracking Number 1ZGG90019030915249, that states **** doesnt have possession of the package yet.".

  It is unclear if the package would have been accepted in that instance, but we have relayed the information to them for consultation, if they're able to confirm that both packages arrived, we'll be glad to issue the manual refund of the order pending via Support ticket ********. We thank you for your patience and understanding.

  Sincerely,
  
  iRobot Customer Care

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have requested technical assistance because our Roomba 9S plus seems to be stuck in a charging program. Our unit is barely 3 years old and not used very often. After just a very brief over the phone trouble shooting event with the iRobot representative, that made it very difficult to understand her as English was clearly her second language, she told us simply your device is broken and you should buy a new one. This was absolutely ridiculous after such a short and poor troubleshooting session. I requested to open a repair ticket instead and I also offered to pay for that repair. The machine is stuck in a program so it is a software issue that should be resolved by a proper reset or board replacement. But they told me that they are not willing to offer that service. ****** offered a trade-inn discount of a $100 and another discount they never specified but on which we believe isnt going to be near any decent compensation for a 1000 dollar unit. I have offered them to specify that additional discount but they just ignoring us. Beside the fact that we are simply disappointed about the poor customer service ********************** is demonstrating, we are very annoyed by the way this company is treating their customers. This company wants us to believe they are a high end company selling an expensive and high end product, but we have seen better customer care at *******. It is absolutely ridiculous how someone who seems to make less money in a month then this machine is worth, simply refuses to offer decent service. This unit can be repaired and iRobot should offer this repair service or provide a decent replacement option.

  

  Business Response

  Date: 01/28/2025

  Hello Frits,
  
  We are sorry to hear that you are not enjoying your Roomba s9, this is not the experience we want for any of our customers.
  
  After reviewing the documentation provided in Support case 10641930, it seems to us that one of the charging contacts is dented. This will definitely have an impact in the current transfer from the base to the battery. We'll be glad to send a replacement base as a one time exception due to the unit being out of warranty. We'd also appreciate that you share the receipt of the purchase as it seems that you haven't shared that with us either. Thanks in advance!
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 01/28/2025

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

  [It has been agreed with the business that we are awaiting the replacement station before closing the BBB complained to maintain communication in regards to the outcome of the solution offered]

  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,

  Frits

   

   

  

  Business Response

  Date: 02/06/2025

  Hello,

  It has been agreed with ***** that we are awaiting the replacement station before closing the BBB complained to maintain communication in regards to the outcome of the solution offered.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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 IRobot J9+ on or about January 15. Was told via ****** customer care prior to purchase that this model J9 would empty its bin and fill the mop bin automatically and would refill mop solution if needed during a scheduled mop and vacuum. This vac does none of the above. Have to constantly reboot and factory reset the vac. The door of the docking station will not stay closed, vac does not refill at all, vac bangs into walls and constantly sends error codes saying that it is stuck. Reached out to customer care for help and that call ended after 58 min with zero results. Left on hold way too long and the customer care/trouble shooting person talked in circles and provided zero useful information left me on hold and never came back. This is my 5th IRobot and I must say the worst experience thus far. Shows that these customer care individuals have canned responses and does not care about customer loyalty. Im well within the 30 day customer satisfaction and I dread even calling again ( 5 times) to be left on hold. Worst customer service on planet earth

  

  Business Response

  Date: 01/24/2025

  Hello *****,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you've encountered with your recent purchase. We understand how disappointing this must be, especially given your loyalty as a long-time customer.

   We are committed to resolving this issue for you. We would be happy to replace your Combo j9+ with a new one that meets your expectations. Please let us know if you'd like us to proceed with the replacement. We value your feedback and are dedicated to improving our customer service to ensure a better experience in the future. As a token of appreciation for your wait time and trouble with our Support Team, we'll include a Replenishment Kit for you to enjoy your little helper for longer before having to restock on consumables.

  Looking forward to your response!

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 01/24/2025

  [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. Would request a phone call from the company to arrange the transaction 
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 02/04/2025

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

  After all of this still zero response from Irobot. **************** just puts me on hold Purchased a IRobot J9+ on or about January 15. Was told via ****** customer care prior to purchase that this model J9 would empty its bin and fill the mop bin automatically and would refill mop solution if needed during a scheduled mop and vacuum. This vac does none of the above. Have to constantly reboot and factory reset the vac. The door of the docking station will not stay closed, vac does not refill at all, vac bangs into walls and constantly sends error codes saying that it is stuck. Reached out to customer care for help and that call ended after 58 min with zero results. Left on hold way too long and the customer care/trouble shooting person talked in circles and provided zero useful information left me on hold and never came back. This is my 5th IRobot and I must say the worst experience thus far. Shows that these customer care individuals have canned responses and does not care about customer loyalty. Im well within the 30 day customer satisfaction and I dread even calling again ( 5 times) to be left on hold. Business response 01/24/2025 Hello *****, Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you've encountered with your recent purchase. We understand how disappointing this must be, especially given your loyalty as a long-time customer. We are committed to resolving this issue for you. We would be happy to replace your Combo j9+ with a new one that meets your expectations. Please let us know if you'd like us to proceed with the replacement. We value your feedback and are dedicated to improving our customer service to ensure a better experience in the future. As a token of appreciation for your wait time and trouble with our Support Team, we'll include a Replenishment Kit for you to enjoy your little helper for longer before having to restock on consumables.

   

   

  

  Business Response

  Date: 02/06/2025

  Hello *****,
   
  Thank you for your email confirmation. Please accept our apology for the mishaps with the handling of your case. Our Tech Support team is not looped in the BBB negotiations that take place on the BBB platform, hence, why they did not know about the offer you had previously received.
  
  Order number 08332444 has been placed for a full replacement of your unit, a brand new Combo j9+ and a Replenisment Kit will be headed your way after warehouse processing and between 3 to 6 business days after being shipped out. We hope you continue enjoying your little helper!
   
  Regards,
   
  iRobot Customer Care