Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  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.

  They wont honor warranty on products. They sent the same replacement model twice now. (So 3 in total of the same model) they dont work and all have problems. Ive been having this issue since 10/22/24 and the escalation team refused to email me back since 11/29/24. The i5 model does not work. It says on their page: exchange the Product with a product that is new and upgraded model which has at least equivalent or upgraded function to the original Product And they refuse to honor that.

  

  Business Response

  Date: 01/08/2025

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba Combo i5, this is not the experience we want for any of our customers.
  
  Tried giving you a call but couldn't reach you. We have looked at case ******** thoroughly and agreed to have your robot replaced with a Combo j5, a model that does have smart mapping features like Keep Out Zones. Please know that, in order for these KOZ to work, the robot needs to get to know your whole house so please ensure a thorough floor prepping is done prior to mapping. After the map is complete, KOZ can be set in the places that are needed.

  We will start this process by sending you a Return Label for the second robot you had replaced, once it's received in our warehouse, we'll place the order for the new Combo j5, which will also generate another RL for the third Combo i5. Said RLs will be sent to your email within 24 to 48 hours, we thank you for your help returning the robots in advance.

  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 01/08/2025

  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 appreciate the offer, however I did buy my vacuum because one of the features is self emptying. And I see in the reply its only a combo j5 and not the combo j5+. I feel like it is only right if replacing it then it should at least have the attachments that I originally bought it with.
  
  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,

  Jenni

   

   

  

  Business Response

  Date: 01/09/2025

  Hello *****,

  The offer has always been in consideration of your original unit being a Self-Emptying one, so, to clarify, we will exchange your Roomba Combo i5+ for a Roomba Combo j5+. Given that we start by returning the robots in the recommended fashion.
  
  Regards, 
  
  iRobot Customer Care

• Initial Complaint

  Date:12/30/2024

  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 dont understand why this ****** keeps having so many problems. First it was the battery, now it wont connect to the WiFi for some ridiculous reason. I have tried restarting the ****** and factory resetting it, and it just simply doesnt work. I dont know how you people get away with making a product this bad. If my Roomba will not connect to the WiFi, then I want a refund.

  

  Business Response

  Date: 12/30/2024

  Hello Hunter,
  
  Thank you for your communication and update. After reviewing our records we found BBB Complaint # 22484807 from late October in which your battery was replaced and it was closed as Resolved. Can you please share more details of the issues at hand?

  We have also looked at the diagnositcs of your robot with SN R692020B230814N105270 and it's reported as currently connected to WiFi and charging, having run successful missions on 12/30, 12/29 and 12/28 as for the last records.
  

  Looking forward to your comments.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/31/2024

  
  
  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. After a second hard reset, I was finally able to get it to connect to the WiFi despite the fact that I lost all my settings, which I have fixed manually. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/28/2024

  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.

  This wasnt my first Roomba, but unfortunately I think this will be my last. No USA based customer service first of all the j5+ is total trash. I first purchased the ** from ****** on December 3 received shortly after. At first all was well. Sent it on its first job which was successful. After that I have received a sealing error code 352 every time the robot did a cleaning job. After some troubleshooting iRobot sent me a new clean base saying it will fix the problem. It didnt. I demanded a replacement. After some going back and forth I got the replacement sent to me. Got the replacement same error code right out of the box. After much going back and forth I returned the robot to ****** and sent the other back to iRobot. I purchased another one in hopes it would work correctly. Jokes on me it doesnt. iRobot doesnt have any answers on why this is happening. Another brand new roomba throwing error codes right out of the box. Do better for your customers. ******** customer experience.

  

  Business Response

  Date: 12/30/2024

  Hello ****,
  
  We are sorry to hear about the sealing issues with your Combo j5, this is not the experience we want for any of our customers.
  
  After reviewing your interactions with support, we were able to confirm that you have returned the robot we sent you. You also mentioned having purchased a new robot but we don't **** a later purchase in our records, was it a purchase through a reseller as well? What model is it? Can you help shaing the receipt for that robot? We'd like to help and make sure that you get to keep a robot that works for you.

  Looking forward to your response.

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/31/2024

  [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,
  
  **** ********

  Customer Answer

  Date: 01/05/2025

  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 closed it by mistake no results have been made in my complaint 

  

  Business Response

  Date: 01/08/2025

  Hello ****,
  
  On December 30 we wrote:
  
  "After reviewing your interactions with support, we were able to confirm that you have returned the robot we sent you. You also mentioned having purchased a new robot but we don't see a later purchase in our records. Was it a purchase through a reseller as well? What model is it? Can you help shaing the receipt for that robot? We'd like to help and make sure that you get to keep a robot that works for you."
  

  Looking forward to your response.
  

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 01/09/2025

  I attached the invoice. The latest Roomba j5+ was purchased on December 26th through ******. I personally feel I should be upgraded to the best model free of charge for all the issues I experienced and the lack of customer service. I wasted a lot of my time on the phone trying to get these Roomba's to work properly with no success. 
  
  
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 01/28/2025

  Hello ****,
  
  Thank you for the details. After reviewing your account history, we have noticed that none of the robots you've owned has been purchased directly from us, however, we've always provided excepcional support, making sure you receive the replacement parts needed to keep your robots working, for example Warranty orders 08216098, 08181018, 03576395, 03576396, 03576397, 03576398, 03576399 and 03576400, for battery, docks, replacement robots, and even accessories like filters and brushes.
  
  We have also looked at *** Tracking Number 1Z57AE899004679265 and, unfortunately, it seems that the Roomba j5+ that you sent, was delivered to the wrong address in ******** IL. We'd appreciate your help with filing a claim with *** and have the robot rerouted to our closest facility Carol Stream, **, the original intended destination as per Return Label. Once we're able to confirm that the robot was received at our ***** Stream warehouse, we'll be happy to send you some complimentary replenishments for your new robot!

  Looking forward to your response.

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 01/29/2025

  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. 

  [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,

  ****

  To Whom this may concern,

  Why does it matter where the robot was purchased? Irobot has a store on ******, does this mean the quality is different vs purchasing directly through Irobot? if it is, it should be stated. Some of those case numbers have NOTHING to do with the most recent Robot I added to our home. The facts are I only received a clean base from you and a complete replacement. Which where both faulty right out of the box. I was promised a upgrade free of charge for all the hassle and aggravation I experienced. If you want my help with rerouting that package, you need to do a better job for me as a repeat customer because a few filters and replacement parts aren't going to make me a satisfied customer. I spent a lot of time on the phone with your tech team and wasted a lot of my own time with a issue I shouldn't have experienced. I attached a photo stating about the free upgrade. If you look back on the many interaction I had with your tech team you will also find it there as well. 

  **** ********

   

• Initial Complaint

  Date:12/26/2024

  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.

  This is our second vacuum. Both of them slowly stopped working over time. Machine does not even work. Called and emailed with the company for months, mostly unanswered. Stated they could not give us a refund, only a replacement. However, we have been waiting for months for a replacement with no response. We are thousands of dollars in for a vacuum that doesnt even work and I want my money back.

  

  Business Response

  Date: 12/27/2024

  Hello ******, 

  We are sorry to hear that you are not enjoying your Roomba Combo j9+, this is not the experience we want for any of our customers.

  After looking into your case, we found support ticket 10443466, associated to email ******************************************** and primary phone number **************. We'd like confirmation that this is the case you're referring to since there are no records under ******************************** and phone number **************.

  Working under the assumption that this is indeed your case, we also noticed that the last communication from support is dated November 15, 2024 and it was a request for you to let our Escalations team know if you agreed with the upgrade of the Combo j9+ to a Combo 10 Max, however, there was no response. We'd like to honor that offer and have the robot shipped right away. As for the refund, we're very sorry but this is a request that we cannot honor due to the Return/Refund window being already closed.

  Thank you for your understanding and hoping that your response is positive towards the upgrade.

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/27/2024

  [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. We never received this email, but yes that name and email is my husband. Do I also need to respond to irobot?
  
  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. 

  Just writing to inform you that after you responded to me about my complaint and the company stated that they reached out to me with no response, I still have not received a new vacuum or a response from them. This has gone on for way too long with a price tag of $2000. Can you please provide more support, 

  

  Business Response

  Date: 02/06/2025

  Hello ******,

  On Dec 27, 2024 we sent the following response

  "After looking into your case, we found support ticket 10443466, associated to email ******************************************** and primary phone number **************. We'd like confirmation that this is the case you're referring to since there are no records under ******************************** and phone number **************.

   Working under the assumption that this is indeed your case, we also noticed that the last communication from support is dated November 15, 2024 and it was a request for you to let our Escalations team know if you agreed with the upgrade of the Combo j9+ to a Combo 10 Max, however, there was no response. We'd like to honor that offer and have the robot shipped right away. As for the refund, we're very sorry but this is a request that we cannot honor due to the Return/Refund window being already closed."

  Looking forward to your response,

  Regards,

   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. 

  The information provided this morning is the same as the previous response. I reject this response because this has been going on for months with no resolution. There was no email in November, I have called the company 30+ times with empty promises, and still do not have a functioning vacuum. I want my money back at this point. 
  
  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: 02/11/2025

  Dear ******,

  Thank you for reaching out again. We understand your frustration and apologize for any inconvenience caused on our part.

  After reviewing your case, we trace back to your ticket with our ********************** team (********) dated Nov 15, '24 where the upgrade was first offered, but we got an auto-vacation responder without further communications from you. We received your BBB complaint number on Dec 26, '24 in which we reiterated our willingness to upgrade your robot but that went unanswered as well. 

  Your complaint was reopened on Feb 4 this year, to which we once more asked for your consent to upgrade your unit. We genuinely want to resolve this issue for you and have the paper trail to show it. While we cannot process a refund due to the expiration of the Return/Refund window, we are still willing to honor the upgrade offer. Please confirm if you would like to proceed with the upgrade, and we will send it right away.

  We appreciate your understanding and look forward to your prompt response.

  Best regards,

  iRobot Customer Care

  

  Business Response

  Date: 02/19/2025

  Hello ******, 

  We acknowledge your request for a refund due to the delayed resolution of your case and for the we apologize sincerely. We are not, however, in the position in which we'd have the physical ability to refund your purchase. We'd like to honor the offer to upgrade your robot and include two Replenishment Kits so that you don't have to worry about purchasing accessories for a few months time. Each Replenishment Kit includes:
  3 High-Efficiency Filters
  3 Edge-Sweeping Brushes
  3 Microfiber Mopping Pads

  Looking forward to your positive response.
  

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 03/20/2025

  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 another month with no action after I responded to the last message on February 20th. I just want my money back at this point. This is absolutely ridiculous. 
  
  *********************
  

  
  

  

  Business Response

  Date: 03/20/2025

  Hello ******,

  We're afraid we did not receive a response on or after February the 20th and your complaint was marked as resolved by the BBB.

  We understand and have acknowledged your request for a refund due to the delayed resolution of your case, we apologize sincerely for the inconvenience. We lack, however, the physical ability to refund your purchase. We'd like to honor the offer to upgrade your robot and include two Replenishment Kits so that you don't have to worry about purchasing accessories for a few months time. Each Replenishment Kit includes:
  3 High-Efficiency Filters
  3 Edge-Sweeping Brushes
  3 Microfiber Mopping Pads
  

  Looking forward to your positive response.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 03/25/2025

  I have responded several times that we would accept this

  Customer Answer

  Date: 04/08/2025

  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 have not received a new vacuum and they keep stating I am not responding, but you can clearly see on the correspondence that I am.  

  

  Business Response

  Date: 04/15/2025

  Dear ******/******,
  
  Thank you for your patience and collaboration throughout this process. We truly appreciate your understanding and cooperation.
  
  We're pleased to confirm that the replacement order has been successfully placed for your robot. As discussed, we've arranged for an upgraded model to be sent to you.
  
  Order Details:
  Order Number: 08480556
  Product: Roomba Combo 10 Max ******** Dock
  
  We value your loyalty as an iRobot customer and hope you'll enjoy the enhanced features of your upgraded model.
  
  If you have any questions about your replacement order or need further assistance, please don't hesitate to contact us.
  
  Thank you again for your patience. We appreciate the opportunity to serve you.
  
  Best regards,
  
  iRobot *************

• Initial Complaint

  Date:12/18/2024

  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 returned a robot to IRobot and have had to contact their customer service team numerous times as my order has been lost in transit, having to deal with their customer service has been an extreme headache as they continue to tell me to wait for an email from their higher team for a resolution when I haven't been contacted for a month now! by any of the members from their team, they made me call *** and create a claim which has been paid out according to *** when I contacted and now are delaying in compensating me for giving me a refund when they have been compensated and I also provided them a drop-off receipt proving that I dropped off the return. Extremely dissatisfied and would not reccomend anyone purchasing from them.

  

  Business Response

  Date: 12/24/2024

  Hello Akem,

  Thank you for reaching out to us regarding your recent return. We're sorry to hear about the inconvenience you have experienced with your order.

  At present, we are still waiting to hear back from *** regarding the verification of your returned product. We are yet to receive confirmation that this claim has been paid out and we need to complete our own verification process before issuing a refund.

  We truly appreciate your patience and understanding during this time. Please know that we are actively working on resolving this as promptly as possible, and we will update you as soon as we have more information.

  Should you have any further questions or require additional assistance, feel free to reach out to our customer service team. Thank you for your understanding.

  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:12/14/2024

  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 mop/vacuum November 18th. I received a shipping confirmation with tracking number. It never shipped. I have talked to customer service numerous times (always me calling) and still dont have any information that my order is shipping. They blamed *** and wanted me to put in a claim. I cant do a claim with *** because they are the shipper. They took my $800 day one.

  

  Business Response

  Date: 12/20/2024

  Hello *****,
  
  We are sorry to hear about the issue with your order, this is not the experience we want for any of our customers.
  
  After reviewing the info provided, we found that your last call was to request a refund instead of pursuing the delivery of the robot. We'd like to extend an apology to you for the inconvenience, the package handling is something we have very little control of and due to the high season, delays are expected from all couriers. *** has initiated an investigation for a lost item and this has also caused a delay in our ability to offer a resolution.

  We will continue to push for an update from them but, in the meantime, we have re-shipped your order with expedited delivery time. We will also place an order with a Replenishment Kit for the robot and for your troubles as your order was not handled to our satisfaction standards. We trust it will be delivered on time to your mom.

  Should there be anything else we can assist with, please do not hesitate to contact us, wishing you Happy Holidays with your loved ones!
  
  Best regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/20/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I was tired of the no response from IRobot so I called this morning to cancel my order. I have ordered from another supplier. Do not ship my original order just credit my credit card. 
  
  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: 12/24/2024

  Hello *****,
  
  The re-ship has been recalled and we'll follow up with *** regarding the original order, hopefully we can find a way to prevent these incidents from happening. The Replenishment Kit was already delivered, you don't have to return it. Perhaps give it to someone you know that has a compatible robot. Once again, our sincere apologies for the mishap. 
  
  Best regards,
  
  iRobot *************

  Customer Answer

  Date: 12/29/2024

  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 still have not received my credit of $847.99?
  Thanks
  ***** ****** 

  

  Business Response

  Date: 01/07/2025

  Hello *****,

  We have completed the processing of your USD 847.99 refund to the original payment method, it should post to your credit card statement within 24 to 48 hours. Again, we'd like to extend a sincere apology for the issues faced with the shipping, we still see the original shipping under review by ***. We will continue to wait until it's resolved, we know that these things happen from time to time and eventually end up affecting someone.

  Wishing you a Happy New Year, should you need help with anything else please let us know.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:12/10/2024

  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 purchased at least one iRobot for seven years. Last year I had it and called customer service. I finally got them to agree to repair my IRobot. I sent it in and filed a complaint with the BBB. My iRobot was shipped back to me in an envelope and was destroyed. Parts were cracked, broken, missing. I did not ship it in that condition and was told they started using a new repair center and apologized. **************** was just rude. Someone responded to my BBB complaint, replaced my destroyed unit, and told me to throw it away. I sent pictures. We are once again, year 8, dealing with an iRobot that is just awful. I called less than 10 months after receiving a new unit. Same issue, it would not go back to dock and was not picking anything up from my hardwood floors. It simply pushed dust and debris to my floorboards and corners. I called and was told the unit was out of warranty on 12/23/23. I was then told this unit was warrantied for three months- to 4/5/24 and then they took it back. My app says the unit is still under warranty. I got frustrated and told them I was consulting my attorney as I should not have to buy a new one every year. They then refused to speak to me and then randomly responded two weeks later stating I have to pay for repairs. I said no, I would buy a new Shark since this product keeps breaking. They emailed me again telling me to pay for repairs. Im not sending this unit in to be returned destroyed again. Why cant iRobot send a quality product that lasts? Im now getting error code 26, airflow. Parts are replaced and cleaned. It stops in the same location in my guest bath daily. It is not a year old. I live alone. I keep a clean house. I clean my iRobot every other day. This is just not right.

  

  Business Response

  Date: 12/12/2024

  Hello *****,

  Thank you for reaching out to us regarding your current situation with your robot. I understand your frustration and regret any inconvenience caused.

  Having reviewed your account history, I see that you were provided a replacement robot in January 2024, but unfortunately, the warranty on this unit has expired. Without proof of purchase, we are unable to validate any further warranty claims. Consequently, any expenses for repair or replacement parts would need to be covered by you.

  We value your loyalty and, as an alternative, would like to offer you our Trade-In program. This program allows you to receive a discount towards the purchase of a new robot, which will come with its own 1-Year Manufacturers Warranty. If you have any further questions or need assistance with the Trade-In program, please let us know.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 12/12/2024

  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 will use my money to purchase a different brand. iRobot should not be sending a unit that broke within one 9 months. The quality is horrible. If I decide to repair it, I will pay someone locally rather than run the risk of the machine being destroyed after the repair shop sends it back. No one ever communicated there was no warranty and the app clearly states it is still under warranty.
  
  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: 12/24/2024

  Hello *****,

  Thank you for reaching out to us and providing your feedback. We understand your concerns regarding the quality of your iRobot unit. We continuously strive to improve our products and services, and your input is important to us.

  We understand you'll be choosing a different brand, and also hope that the local repairs you choose helps remedy the issue. If you have any other questions or need further assistance, please feel free to contact us.

  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 12/30/2024

  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:12/09/2024

  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.

  On 11/11/24 I ordered a vaccuum from iRobot. They delivered it, via **** to the wrong address so it was returned to them. I never recieved this package. I inquired about it 2 weeks ago and they assured me I would get a refund. I called again last week and they said they would have accounting get in touch with me. I called today and they said I had to 'file a claim with ***' because the package, that they shipped to me and I never recieved, was damaged. I called *** today and they said the SENDER has to make the claim. This is clearly fraud and I would like, both, a **** on their record and my money returned to me.

  

  Business Response

  Date: 12/10/2024

  Hello ******,
  
  We are sorry to hear about the issue with your order US01511068, this is not the experience we want for any of our customers.
  
  After reviewing support case ******** and order US01511068, we noticed that the address it was placed under, was:
  - ******************************************************************
  
  In your complaint you state that the robot was delivered to the wrong address, then returned to the sender. We find it conflicting that 6300 Pontiac Trail is in the city of **********, ******** with Zip Code *****, and that Zip Code ***** if for *******. This is verifiable in the *** timeline which places the robot in *******, on Nov 13th.
  
  We will conduct an internal investigation to locate the package and the damage reported, but in the meantime, would like to ask for your help with a little more context on why the order was placed to the shipping address mentioned above, which differs from the one you provided for this complaint, and under a different email.
  
  Looking forward for your feedback. In the meantime, we have taken over the Support case and will continue communications via the BBB Portal. Should there be anything else we can assist with, please do not hesitate to reply.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 12/11/2024

  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. 

  As you can see from the attached email with your case number assigned on 11/21/24 states that I made the error in shipping and when I called to have it resent (I am in the middle of moving from ******* to ********** and it autofilled the wrong addresses). The agent said they cannot resend it and that he would get the return going so that I would have a refund by December 5th. Again, I have never seen this product and if it damaged then that is between you and your shipping service. The *** log clearly states that it was delivered to iRobot and signed by *****. Please move to refund this purchase in the coming days. 
  
  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: 12/20/2024

  Hello ******,
  
  Thank you for your message, we were able to verify the return and issue a credit on 12/14/2024, apologies to the late reply.

  Should you require assistance with anything else please don't hesitate tolet us know.

  Wishing you Happy Holidays in advance!
  
  iRobot Customer Care

• Initial Complaint

  Date:12/07/2024

  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 the Roomba on July 16, Received on the 25. Started having problems in the middle of September. Went back and forth with support, finally replaced in middle of October. Been dealing with issues with the second one from day one. Support sent a third on first part of November, now this one won't even connect to even see if it will run. Support wants to send through all the hoops from beginning to see about sending me fourth on and I have had enough and want my money back and they said NO!

  

  Business Response

  Date: 12/09/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your s9, this is not the experience we want for any of our customers.
  
  After reviewing your case and contacts with support, we are only able to find one robot registration and evidence of a robot error in the system and this was your first replacement. The second and third robots are not registered in the system and there is no diagnostics that we may use for investigative purposes. It's also clear that on the second replacement you did not receive a return label for the robot to be sent back to us.

  ******* are manufactures to the highest quality standards and receiving a defective one is usually a one off that a replacement robot will take care off. With a global fleet of millions of working robots we attest that Roombas work, whether the full unit or just the robot and at no point you were provided with a refurbished one. We bring this up because it is very unlikely that you receive a robot with manufacture defect, much less three in a row, and with no data in the system from the second and third unit, it is very difficult to make an adequate assessment of the situation to provide a sensical solution. We'd like to continue troubleshooting both units in your possession and try to identify possible root causes.

  The refund that you have requested is an out of reach solution, since the robot was purchased from a reseller, their return and refund policies are the ones applicable in these cases.
  
  The plan we propose, is that we continue attempting troubleshooting the connectivity issues of the last robot and the navigation issues of the second one, until we're able to provide a lasting solution for either one of them, then we'd send you a return label for the one that does not work.

  Looking forward to your comments, for anything please let us know.

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/10/2024

  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
  This is totally unacceptable to me, you're telling me to try and waste hours between the two vacuums when I have only 1 battery between the 2 and would have to uninstall the one and reinstall the other one to troubleshoot. You have got to be kidding me.

  The first one worked great until it quit working all together. The second one had trouble finding rooms or thought it was in one room only to find it in another then it couldn't find the doorway out. That created errors, I don't understand why you wouldn't have that when I installed the vacuum in the App. The third one won't even get online to even be in the App yet so I can see why you have no information on that one. 

  Your customer care team only wants to use email which takes days for a response, then you try it, send back the information and wait days again for another email. Not a good way for support. I have dealing with you guys for months now with no true resolution in sight.

  If what you say is true about your millions of happy customers using your vacuums then why are you making this so difficult?

  I am stuck with 1 docking station and 1 battery and 2 defective vacuums and customer care that is little help.

  
  Regards,

  *****

   

   

  

  Business Response

  Date: 12/12/2024

  Hello *****,

  Thank you for your response. We understand that this situation has been frustrating and consuming your time and energy.

  We aim to make the resolution process as smooth as possible. Our highest priority is to get at least one of your robots working perfectly without further delay. Given your feedback, we are committed to intensifying our troubleshooting efforts to solve the connectivity issues of the latest robot and the navigation problems of the previous unit as quickly as possible.

  We appreciate your patience and your cooperation so far. Understanding that you're managing a challenge with a single battery and docking station, we will focus on a streamlined troubleshooting process to minimize any inconvenience to you. Upon identifying the functional unit, we will promptly provide a return label for the non-functional one. While a third replacement isn't part of our current action plan, we are confident that with concentrated assistance, we can ensure one of the units meets your expectations.

  If you'd prefer to discuss this plan of action over the phone for a more immediate interaction and quicker resolution please let us know in a reply with your contact preferences (date and time, please give us a 2-3 hour window to manage internally). Our intention is to close this chapter with a solution that reassures you of the quality and reliability we strive to uphold.

  Thank you for your understanding, and we look forward to resolving this matter swiftly.
  

  Kind regards,

  iRobot Customer Care

  

  Business Response

  Date: 01/09/2025

  Hello *****,

  Our Legal team has initiated a refund process in which you will be issued a check for your Amazon purchase. A Release Form has been sent to your email, please sign and return to your earliest convenience for us to carry on with the process.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:12/02/2024

  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.

  Last December I bought two I5 roombas. One works fine. The other is locked. The manufacturer refuses to unlock the device. Most customer service calls end in a hang up after a lengthy and unproductive call. They tell me (repeatedly) to "reset" the device. Which cannot be done while it is locked. It has been nearly a year and it is time to cut losses. I am writing off the cost (nearly $500) as a total loss. I wasted a great deal of time in a losing battle with the company. They win. I own a very expensive brick.

  

  Business Response

  Date: 12/02/2024

  Hello ***,
  
  We are sorry to hear that your daughter is not being able to use her i5, this is not the experience we want for any of our customers.
  
  After reviewing your case, we understand the circumstances under which the robot has been provisioned. WiFi capable robots coexist with other devices in order to maintain a connection with the Cloud, these relationships are simple, and a good example of the current:
  The robot in question appears to be "locked" due to it being connected to a third party's phone.
  A Roomba can only be connected to from a single user, but multiple devices can connect using the same credentials.
  If getting ahold of the credentials under which the robot was registered is not feasible, the only thing that will be required, is to factory reset the robot, as instructed by our Support Team. 
  Without the app, the robot is only unable to access its digital features -controlled by the app-, and send diagnostics to the cloud, but it remains manually functional.
  The robot is not locked in any form, and neither our Support or Product Engineers Team is able to remove something that is not placed on it.

  Going forward, we will need visual confirmation that the Factory Reset process does not work on the robot, a short video submitted via this platform should suffice. Additionally, we'd appreciate that you share the receipt of the purchase to validate it has been acquired from an authorized reseller, as well as the Serial Number of the robot in question. We have diagnostics and registration records for one of your robots, Serial Number *********************, that shows currently operational.

  We also want to formally request that communications via this platform and via Support remain professional, otherwise, we will no longer be able to continue assisting you. 
  

  Looking forward to your reply with the details requested, we remain at your service until we're able to diagnose the root cause of the problem (given that it is of a different nature) and offer a relevant solution.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 12/04/2024

  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 ********************************************* already requested that I go to do this in person (253 miles each way) I did so. The representative hung up on me after a lengthy call. I have now returned home. I am NOT driving 500 miles to make another attempt at the procedure that did not work the first 5-6 times I tried it, just so I can make you a video of the process. I could have done so when I was there had you not hung up on me. NOT a realistic request with a 10 day deadline. In the company response they claim the Item IS locked, read further in the SAME response they claim it is NOT locked. This is a loop that has lasted nearly a year.  As far as proof of ownership (why this is required repeatedly is clearly an attempt to refuse me customer care). Item was purchased through the irobot store on Amazon Order # 114-1482563-9466623 .
  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: 12/04/2024

  Hello *******,

  Thank you for your reply.

  In our previous communication we stated that the robot appears to be "locked" due to it being connected to a third party's phone, not to interpreted as an admission or confirmation that it is locked. We have shared viable options that have to make the robot available for reprovisioning.

  The request for an invoice, is to verify that it has been purchased from an authorized reseller, or in this case, an authorized Amazon reseller, as listed below:
  Sold By: ********** - Supplied By: **********
  Sold By: ********** - Supplied By: Services LLCOther
  Sold By: iRobot Store / ************************** - Supplied By: ********** / Other

  ****** also has a small list of Authorized Sellers that are also authorized retailers of iRobot with their own brick-and-mortar store, or website. But they can also sell products through **********. The Amazon receipt will have their name displayed as the Sold by:
  
  These are valid iRobot-authorized purchases through **********, when you see Sold by: [Any vendor on the list below]
  Petco
  Lifestyle by Focus
  The Kitchen Clique
  EZEE
  Mr. Vac and **************************************************************************** Camera
  Woot!
  Some of these suppliers also sell refurbished robots and, in ocassion, said units could have previously belonged to a suscriber of an older program called Select.

  In said program and as part of the agreement, should the user stopped paying the suscription fee, the robot would be disabled for further use (App or manually). Exploring these possibilities lies behind our request to provide a receipt and Serial Number. In addition to that, validating the purchase will also validate your warranty and additional alternatives to help you can be explored. We would also like to respectfully ask the question as to why was this issue reported to iRobot until almost a year after.
  
  Looking forward to your reply with the details requested, we remain at your service.

  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 12/05/2024

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

  This answer starts with the standard admission/denial that the device is locked then questions my ownership (receipt details have been supplied on multiple occasions). Then list distributors for no apparent reason other than to fill space and pretend they answered. I am certain at this point that the only answers this company will provide are double-speak and non-answers. The problem is simple, as is the solution. The device is locked, unlock it. Ownership can be proven as many times as you require. Any further answers that do not include a way to unlock the device are NOT acceptable.

  [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,

  *******