Complaints

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

• Initial Complaint

  Date:11/27/2024

  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 ordered my 10 Max robot on October 22, came in not turning on and not functioning (never had a roomba and did not know what was going on), assuming a 2100 item shouldnt give me any difficulty i returned it (Delivered October 30th), Customer support said 15 days for my refund to come in. After contacting on November 16th i found out the Robot was used on November 7th with a DIFFERENT email/account then my own (First ever cycle) and they are unable to refund, But mine was delivered to them October 30th. They said theres nothing they can do. It is Now November 27th i am setting a complaint as they have been unable to help me.

  

  Business Response

  Date: 12/23/2024

  Hello HH,
  
  We are sorry to hear about the issue with your order, this is not the experience we want for any of our customers.
  
  First of all, apologies for the late reply, we had some difficulty finding the order in question as it was under a different email address. We found it placed under *********************************, order number CA00146555. After contacting the warehouse, they reported that no such shipment had arrived to this facility. Being able to verify the return of the robot is critical to process a refund and, in this instance, we will be unable to issue the refund. As you kindly mentioned, it is already registered under a different account that has no purchases registered either.

  We appreciate your patience and understanding and should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:11/27/2024

  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 received the iRobot Roomba S9 + self-emptying vacuum in Sept, 2023 as well as paid for a 3 year Protect plan extended warranty from iRobot Corp. In receiving the robot, it was malfunctioning and I was told I needed to wait for a national update on these vacuums given the navigation issues they were having. I had to wait until November 2023 for this update to be completed. I continued to use my old iRobot until April 2024 and then switched to using the S9 at that time. In October, 2024 it decompensated rapidly, not operating efficiently and kept giving several error messages. I contacted technical customer service several times and eventually was told they would need to submit a claim to the warranty department to which I was told they would contact me within 48 hours. I received no correspondence, even after sending emails and kept getting the run around. Eventually I spoke to a Supervisor from the iRobot ********************* Team. In this telephone call, I was told that the S9 + has been discontinued as she fed me a bunch of garbage as to why I had not been contacted. She very quickly stated she would send the J5 model which is such an older model, a lot less priced and has been given negative reviews. The extended warranty clearly identifies that that the company needs to replace with the equivalent or with a higher-grade model with an upgraded function. I became aware there was only one higher model available which is a Roomba 10 combo model and nothing more. I requested to have my money back, given that I did not want the combo sprayer and vacuum and the supervisor stated she would talk to her superiors but she did not. It was clear that I was not getting any resolution. Given my level of frustration and this has NOT been hassle-free, I am requesting my monies back for what I paid for S9 plus iRobot, warranty and $100 worth in accessories.

  

  Business Response

  Date: 12/02/2024

  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 looking at the robot's diagnostics available from the cloud, we have been able to find instances of full bin and clogged base, however, not in alarming numbers that would deem the robot unusable. With millions of robots in our global fleet, we can attest that all models are designed and built to the highest quality standards. Are you able to share a couple of screenshots of the errors reported from the App, as well as a short video showing any of the issues described previously?
  
  These details will be of utter importance in the decision making for your case going forward. Also, as you've been previously informed, the Roomba s9+ is currently out of stock, but if you're willing to trade it for a different model, we're willing to offer an upgrade to either one of these alternatives:
  1. Roomba j9+, which would be a good ally should you have house pets.
  2. Roomba Combo j7+, a useful solution to vacuuming and mopping in a single mission.

  Please share the details requested above, as well as your take on the upgrade offer. Should you choose to accept the upgrade, please share your shipping address and phone number in the same reply.
  
  Looking forward to your feedback and details.
  
  Thank you,
  
  iRobot | Executive Escalation Specialist

  
  

  Customer Answer

  Date: 12/03/2024

  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 # ********.

  The Roomba S9+ is still more efficient and a higher quality vaccum to what I paid for. The J9 and J series has poor reviews and does not even have Anti-Allergy Filter (HEPA) nor has a great suction motor! The other model is an older model as well. These vaccums are not upgrades to the Roomba S9 +. 

  The issue with the vaccum was addressed over the phone with the tech representatives so they would have stated in their notes. The vaccum would continously not operate on any demands or clean but kept wanting to remain on the base emptying the bin. The vaccum was cleaned several times and no clogs were indicating this was the cause. The tech **** did everything they could to help resolve the issues despite going through all the efforts of getting the vaccum to operate at all. I have unplugged the vaccum so it is not in operation for me to do anything right now. So the only vaccum I see above the S9 + is the Combo max 10 being the most newest model, correct? Even then, I do not fancy that and rather have my money back. However, if it is that you are not prepared to do that, then I will settle on taking the Combo Max 10. 

  [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,

  ******

   

   

  

  Business Response

  Date: 12/04/2024

  Hello ******,

  Thank you for reaching out and sharing your concerns regarding the replacement options for your vacuum.

  We understand the importance of having a high-quality product with specific features, such as the Anti-Allergy Filter (HEPA) and a powerful suction motor, to meet your needs. Our goal is to offer the best possible replacements within the range we support for your model. After a thorough review of the technical notes and understanding the issues you faced, we can assure you that the replacement options we provided are selected to offer reliable performance and meet quality standards. The Anti-Allergen system is now a standard for all units with a Clean Base.

  While the Combo Max 10 is a newer model, we are unable to offer it as a replacement under our current policies. The models offered in our replacement program are chosen based on compatibility and overall user satisfaction. We are confident that the proposed replacement options are suitable and will provide you with a satisfactory performance. We stand by the quality of these models and their positive track record among users.

  We appreciate your understanding and are committed to ensuring you are satisfied with the resolution. Please let us know how you would like to proceed with the available options.

  Best 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 # ********. I am unable to attach the video showing the iRobots behavior of not wanting to follow a command and just keeps resorting to emptying the base. I am hugely disappointed that for the price of paying for the most expensive iRobot, it has failed in the market after only a few months of use. The products you have suggested do not compare in price nor features and you are not providing a consumer with something being offered in abundance to the Roomba S 9+. So, you think it is acceptable to take a large amount of money from a consumer to have your product fail and consider replacing with products that are half of less of cost and features? This is not only poor business in my eyes being a multimillion-dollar company, it is complete greedy, unjustly and unfair. So therefore, I am requesting you reimburse me for the full amount I paid, including $100 for accessories I have had to pay for the Robot S9+. I hope you will provide a win-win outcome so I can find a vacuum that will exceed durability, functioning for years to come and has the features I am looking for. Given you are not willing to provide me with the newest model, I do not want to endure any more stress this has caused me already or my time. Please honor my request so I can purchase a new vacuum of my choice. I would hate to half to walk away sharing my experience all over social media and possibly seek legal action. I am curious if you could state in writing that you could be able to completely guarantee the products you suggest giving me will not create any issues, will last for years and exceed functioning greater than the iRobot 9?

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/23/2024

  Hello ******,
  
  Thank you for your message and apologies for the delay. We were able to confirm the delivery of your Roomba j9+ last Sunday with order ********. We can also attest its amazing vacuuming and premium digital features that will render itself a valuable home helper.

  We also went ahead and placed order number 08228791 that will include a Replenisment Kit and a 3-Pack of Evacuation Bags. The Replenishment Kit itself includes:
  3 High-Efficiency Filters
  3 Edge-Sweeping Brushes
  1 Set of Dual Multi Surface Rubber Brushes

  We hope that you continue to enjoy your Roomba and should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  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. 

  After weeks of not having responded to my last response nor complying to the terms of the extended warranty in replacing the  Roomba S9 plus itself or with a product that had upgraded features, I hold iRobot Corp. in contempt and breach of contract. In addition, iRobot Corp. has failed to provide reimbursement to myself as a consumer, when the Roomba S9 + vacuum failed to meet quality and performance standards. As a consumer I have not received any satisfaction losing hundreds of dollars only to be offered a model that is much less in price, value and efficiency. So what happens when this product fails to operate efficiently as well? Will you also give me the same silent treatment or run around as you have? Or will you replace with a much lesser product in a series below this one, possibly a much older model? Given the poor reviews and customer complaints throughout the internet, I am well aware that you have no desire to answer my questions, let alone have the confidence to stand by your products and guarantee the J9 product will be free from defects. Otherwise, you would have legally adhered to the 'Good faith' principle of the Sale of Goods Act: A thing is done in good faith within the meaning of this Act when it is in fact done honestly, whether done negligently or not.

   

   

   

   

   

  [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:11/19/2024

  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.

  April ****** I purchased a robot mop. It began to malfunction about four months into ownership. I reached out for a replacement wheel price in September as per troubleshooting this was needed. This is the circus that began. I needed to send in pictures of unit, serial numbers, receipts several times. After weeks of requests I was told the unit was too expensive to repair and I needed to buy a new one. Ok keep in mind I needed a WHEEL. Escalated the issue to ******* who then asked for photos serial numbers receipts and videos. After approx a month she tells me it is not repairable and to buy a new one. Again just looking for the price on a wheel. I asked to escalated and was informed by ******* that 1- she was highest ranking customer service person in the company and therefore refused to escalate and 2- I am not getting a free machine. Ok at no point did I ask for or even hint that I wanted a free machine. The title of my email said wheel replacement cost. She again refused any further help or escalation and suggested I buy a new machine and close my case. Not acceptable.

  

  Business Response

  Date: 11/20/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Braava m6, this is not the experience we want for any of our customers.
  
  After reviewing your case and interactions with support we would like to clarify that iRobot's 1 ************ Warranty is only applicable for new robots purchased from our website and authorized resellers. Although ****** is an authorized reseller, the robot that you purchased was a second hand unit and therefore not applicable for the standard warranty. The reason for this, is that we are totally unaware of the status in which the second hand unit is, if ever in working conditions.

  Take for example your Roomba Combo i5, this unit was purchased from ************************** directly and the data is traceable for warranty validation purposes. Should there be any defect, it will be covered for the iRobot Limited Warranty for one year since the date of the purchase.

  We are willing to make a one time exception and have your Braava replaced, this will be a brand new unit but it will not be convered by the warranty, we appreciate your understanding. Order number ******** was placed, please expect it within 3 to 5 business days once it's cleared from the Warehouse. This new unit will not come with a battery or base, make sure to keep the battery and base of the current robot in your posession. 

  We hope you continue enjoying your little helpers, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 11/20/2024

  [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,
  
  ***** ****

• Initial Complaint

  Date:11/18/2024

  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 purchased A J9 robot roomba October 28, 2024. I had a few problems with it but tried using it again but i couldnt use an app to register the roomba with an account. Since November 1st i have been trying to return this roomba. All i have gotten from this web site was Do you still need help. Then other emails stating the same do you still need help. They still refuse to send me a prepaid label to return this defective product. I have boxed this J9 Roomba up and ready to ship but i cant get the label. I am out ****** on my **** card. They are doing nothing but giving me the run around. A stall tactic . I bought this product on line with ****** but now they are disputing if i purchased it through them. I did say the charge is from them on my **** Card. I now need to dispute this charge with my Bank in order to get my money back. Please help in getting ****** to send me the shipping label to send back to them. This has been such a hassle causing me stress because Roomba refuses to send the Label. I wont deal with them again but i want this J9 Roomba returned.

  

  Business Response

  Date: 11/19/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your Roomba j9, this is not the experience we want for any of our customers.
  
  Your frustration is absolutely understandable, you feel you're running against the clock and we get you. We have reviewed the support cases filed with our team and we were also unable to find an order in our records, as you would when an order is placed from the website (**************************), due to this, we require of your help in providing us with a PDF or screenshot of the receipt or order confirmation email, and we will be happy to honor the 60 day return window as advertised.
  
  Looking forward to your response, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:11/17/2024

  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 my robot vacuum about a month ago. The return was rejected and then returned to the sender. Package never got to me since it was delivered somewhere else in a whole different state. Irobot asked to file an investigation with *** and so I did and sent them the information over. They keep telling me to wait and wait for a whole month now. Ive provided all necessary information to **** my refund back.

  

  Business Response

  Date: 11/20/2024

  Hello ********,
  
  We are sorry to hear about the issues with your shipping, this is not the experience we want for any of our customers.
  
  After reviewing your case, we would like to go over a couple of subjects on the claim and shipping. Our return labels can only go to the predetermined destinations our system sets (Warehouses at ** or ** locations) if our labels are ending up anywhere except for one of our predetermine locations, this means that the label has been tampered with. We've had similar claims in the past when hundreds of customers had allegedly sent the robot back but had in fact kept it. 

  The label generated for your return by our Escalations Manager *****, number 1ZGG90019002114756 shows this message: "UPS doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package.". Thus limiting our liability if the package was lost in transit if a different label was used.

  Regarding the robot shipped to you, with Serial Number ********************* shows currently registered under another person's name and is currently connected and working. Said person does not have any purchase orders from our system either. Due to these inconsistencies and recent precedents, our internal policies have been adjusted and if the package was delivered somewhere else other than our pre-determined delivery locations, we must advise that you continue pursuing a resolution from UPS.
  
  We thank you for your understanding.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 11/20/2024

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

  ********

  I returned the robot with the first prepaid label that was sent to me over email. It was good until it was rejected and sent back to me. Thats when I decided to contact you guys for another label just so I can have it ready when I get the item back to re ship it out. Problem is it never came back to me and someone else has possession of the robot. At the very least Im asking to just get another one. Its been over a month. *** is no help and insists to contact the shipper. Tried multiple times to get the robot back but nothing.

   

  

  Business Response

  Date: 12/03/2024

  Hi ********,

  Thank you for taking the time to reply.

  We're having a little trouble with the complaint since you explain that you meant to send it back and asked for a return label that never received whilst keeping the robot. Then you say that the robot was already in possession of someone else and that is the reason we can not offer a refund or a replacement robot. What happened to the robot after you requested another return label? How did it end up in somebody else's possession?

  We hope you understand our position, we can not refund your purchase if we can not get the robot back. And, as mentioned earlier, the robot is already connected to another user's account. Was the robot stolen from your house? Did you unpack it? To which address and with what return label did you send it back?

  Looking forward to your response.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:11/16/2024

  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.

  Subject: Complaint Against iRobot for **************** and Request for Replacement Unit To Whom It May Concern,I am filing a formal complaint against iRobot regarding a warranty issue with my iRobot vacuum (Serial Number: **********************. I am extremely dissatisfied with the experience I had while trying to resolve a significant malfunction with the product.A wig became tangled in the wheels of my iRobot unit, rendering the device inoperable. To resolve the issue, I contacted iRobot customer support and spent over an hour on the phone with a representative named ****. During this call, I was instructed to:1.Remove the side brushes and wheels to access the tangled hair.2.Attempt to manually extract the hair and debris from the wheel assembly.3.Disassemble and clean the wheel module as much as possible, using tools and guidance provided over the phone.Despite following these steps thoroughly and spending considerable time and effort, the problem could not be resolved. The hair remains tightly wound in the wheel mechanism, causing a complete failure of the unit.I am incredibly frustrated with this situation as a paying customer who expected a quality product and dependable warranty service. I believe I am entitled to a replacement unit under the warranty. Given the time and effort I have already invested in attempting to fix this problem, I am requesting that iRobot immediately send me a new unit as a resolution. I am prepared to return the defective vacuum once I receive the replacement.Please find attached photos of the damaged unit for your ************** are my contact details:Name: ******* ***** Phone: ************ Address: ***************************************************** I would appreciate your prompt attention to this matter. I am looking forward to a swift resolution, as this has been a highly frustrating and time-consuming experience.Sincerely,******* *****

  

  Business Response

  Date: 11/18/2024

  Hello Arianna,
  
  We are sorry to hear that you are not enjoying your Roomba i8, this is not the experience we want for any of our customers.
  
  After reviewing  your case number ******** and the documentation therein provided. We will proceed with a one time courtesy exception to replace both wheel modules so that you continue enjoying your robotic little helper. Order number ******** has been placed, please expect it from 3 to 5 business days after your email order confirmation from the warehouse is received. 

  We would like to recommend that for future cleaning jobs, floor prepping is adequately observed (picking up shoes, shoelaces, cords, chargers, etc.), to prevent this issue from happening again. Your warranty only covers manufacture and performance defect, but not and quote "defect(s) related to: (a) normal wear and tear (including, without limitation, wear and tear of batteries, if applicable), (b) defects caused by rough or inappropriate handling or use or damage caused by accident, misuse, neglect, fire, water, lightning or other acts of nature...".
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 11/19/2024

  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 paid Electra money for their warranty services in the amount of $400 for a three year plan. This warranty states that if my roomba is damaged I am entitled to a replacement exchange or refund. To only send me new wheels and act like its a favor is a slap in the face and Ill never do business with this company again when theres so many other robots available by other companies. They expect their customers to have a engineering degree in order to service the robot themselves rather than just do their job and service it at their headquarters  

  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,

  Arianna

   

   

  

  Business Response

  Date: 12/03/2024

  Hello Arianna,

  Thank you for the additional details. We sent the replacement wheel modules because that type of incidents are not covered under iRobot Limited Warranty and were sent as an exception to our policies, we meant no offense to you personally and we apologize if it may have looked that way.

  We are just now made aware that you had in fact paid for an extended warranty with the reseller Electra and if their warranty states that if your roomba is damaged you have the right to a replacement exchange or refund, we definitely recommend that you pursue that alternative.

  Should you need with anything else, please let us know in a reply.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:11/15/2024

  Type:Order 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 spent like $600 on an iRobot Roomba j7 and it stopped working in less than four months. I reached out to support and they've taken a week to reply to every message I send them, they made me wait two weeks while they shipped me out some part that didn't fix the issue, and now they want me to waste another 3 weeks shipping the thing to a service center on my dime. Feels like they are just trying to waste my time instead of honoring the warranty.

  

  Business Response

  Date: 11/18/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your j7+, this is not the experience we want for any of our customers.
  
  After reviewing your inquiry, we found ticket number 10510783, in which our colleague **** placed order number 08096503 for a full robot replacement, as well as a return label that should reach you via email for the return of the old unit. We thank you for bringing this matter to our attention and hope you continue enjoying your little robotic helper!
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:11/15/2024

  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 a iRobot Roomba vacuum cleaner from ****** June *******. iRobot has a 1 year warranty on this item. The base unit charging station has malfunctioned due to the base unit changing stations right contact not rising up to make contact with the robotic vacuum for charging. I contacted via phone iRobots customer support ***resentative on Nov 10, 2024. Upon completing all of the requested steps for customer support it was determined by the base charging unit was indeed defective and that base unit is under warranty. Upon my proof of purchase and my Amazon order number the iRobot *** stated that a new base charging unit would be shipped to me within 5 days and he gave instructions on how to return the defective unit. On Nov 11, **************************************** back and now stated that iRobot would not honor my warranty because where I purchased this brand new unit was not an authorized reseller. The was purchased from ******! I emailed iRobot twice demanding satisfaction and my emails are ignored. I contacted ****** twice to receive a written statement from them that they were indeed an authorized reseller but the refused. I believe that iRobot is using the refusal as ****** has a sub seller brand named Best- Seller- Experience as an excuse. This sub seller name is ******, and I verified this with an ****** ***resentative.

  

  Business Response

  Date: 11/18/2024

  Hello Mark,
  
  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 the documentation available in your support ticket 10526817, we have determined that the robot was in fact purchased from ******, however, there are some conditions for ****** purchases as described in our online resources linked here. When you purchase from ******, you're potentially purchasing from individuals that are not authorized resellers, as you would if you had an item that you no longer have a use for and would like to use ****** as a platform for selling it second hand.

  For future references, we'd recommend that you purchase from our website directly (**************************), to prevent similar unpleasant situations regarding the validty of your warranty. We will honor your warranty as a one time courtesy and replace your base, however, please bear in mind that the robot you currently own is not covered by our warranty as it wasn't purchased from an authorized reseller. You may use the link above to find the only tow authorized sources for Amazon purchases, or our original recommendation, to purchase from ************************** directly.
  
  Order number ******** has been placed, you will receive an email confirmation for it. You will also receive a return label for the old base to print and attach to the package, we'd appreciate your help sending it back to us. Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 11/18/2024

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

• Initial Complaint

  Date:11/15/2024

  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.

  Every time I attempt to use my products from our Roomba, it is an hour long argument between the machine and the application. I have followed countless tutorials and spoke to numerous people on getting this issue resolved, and it is literally never resolved. The Roomba will work again for three days before it stops functioning as it should. Is there an issue between the hardware and software? It sure seems like it. I cant believe how much time I have spent on a $500 robot trying to make it work I dont know if theres a software issue. I dont know if there is a bug. I dont understand whats going on, but I can tell you I am sick to death in this. I would never ever ever recommend anybody invest in this. At this point if you guys wanna pay for shipping, you can have your robots back and I want my money back. I feel like I should be compensated for the hours I have wasted of my life on this equipment.

  

  Business Response

  Date: 11/15/2024

  Hello Althena,
  
  We are sorry to hear about the issues connecting your Roomba to the App. We'll do everything in our power to help resolve it.

  After reviewing our records, we did not find any matches for your contact information:
  ******* *****
  *******************
  Tulsa, OK 74136
  Daytime Phone: **************
  E-mail: *******************************
  
  There was only an address match but under a male's name. To investigate further, please help us with the following info:

  - Have you completed the steps described in this Support article for WiFi connectivity?
  - Did you purchase the robot from a Reseller?, if so, can you also share the receipt from the purchase?
  - Please share the Serial Number of the robot, you may follow these steps.
  - Should your robot be registered under a different account, please share their contact details for us to conduct our investigation.

  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: 11/18/2024

  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. 

  
  the Roomba is likely registered to my spouse, ****** ******.

   We have tried everything to rectify this issue with the application. 
  
  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,

  Althena

   

   

  

  Business Response

  Date: 12/03/2024

  Hello Althena,
  
  Unfortunately, your husbands name alone will not help us identify the actual robot you're having issues with.

  To help you further, please help us with the following info:
  - Your husband's email address
  - Purchase order number, if the robot was purchased from our website directly (**************************)
  - Receipt of purchase, if it was purchased from a reseller.
  - The Serial Number of your robot.

  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

• Initial Complaint

  Date:11/12/2024

  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.

  *** purchased 3 iRobot j9+ vacuums in May 2024 from ******. The first 2 were purchased and they had issues so I sent them back. The third one had issues that came up after a month of ownership. iRobot sent me a replacement after going back and fourth with them for weeks. The replacement machine lasted 3 weeks before it started giving the same issue and now iRobot will not assist. The machine cost over $1000. Ive reached out and was hung up, sent through multiple hoops and had no resolution.

  

  Business Response

  Date: 11/12/2024

  Hello Orlando,
  
  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 reviewing your case and interactions with support, as well as the robot's diagnostics in the cloud, we no longer find incidences of Error 24. We have, however, found reports of Error 17 (Navigation issues) and Error 2 (Brushes jammed), which correspond both to environmental and maintenance issues, in that order. Error 17 and Error 24 show up when there's been environmental changes after the mission has started. It's important to give regular maintenance to your robot and ensure there aren't any changes to the environment like moving furniture, closing doors or changes in the lighting of a room with a threshold. Please give our support articles a look and ensure the basic requirements are met.

  Regarding your request for a refund, we have to clarify that we can only issue a refund when the robot was purchased from our website (**************************). When they're purchased from a reseller, it is the reseller's duty to honor the refund according to their policies. 

  Please complete the troubleshooting steps for Error 17 and ********************************************************** the following missions. We will be glad to lend a helping hand.
  
  Regards,
  
  iRobot Customer Care