Vacuum Cleaning Systems
iRobot CorporationThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with iRobot Corporation.
The findings appeared to show:- Product reliability (warranty and repair issues)
- Customer service (refund and exchange problems)
- Product performance (service issues)
- Delivery and logistics
iRobot Corporation on 7/21/24 responded to BBB with:
iRobot’s values align with the BBB recommendations. Many of the recommended programs already exist today at iRobot, and we are always iterating and working to improve our processes.- Quality control:iRobot has a robust quality operation which is broken down by product and area. Hypercare efforts are run with each product launch.
- Customer Service Training: All of our customer care agents are put through a rigorous process of in-person training and self-directed training modules, followed by a shadow period with seasoned agents before they work independently.
- Our website provides detailed information on each of our products, including features, specifications, our 60-day home trial, warranty coverage, customer reviews, and pricing. We also offer a "Help Me Choose" feature and a "Compare Products" tool to assist customers in their shopping journey. Each of our products has a detailed owner's guide and we have an online database available on our website with access to hundreds of product-related knowledge base articles. Customers may also reach out to our Customer Care team with any product questions.
- iRobot utilizes UPS as our delivery partner. Our warehouse, logistics, and customer care operations teams work closely with UPS to settle delivery issues, disputes, and inquiries from our customers.
Complaints
Customer Complaints Summary
- 363 total complaints in the last 3 years.
- 130 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/10/2024
Type:Service or Repair IssuesStatus: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 Combo J9t self emptying and auto fill robot. I sent my robot and dock in for repairs, the vacuum was not auto filling. I was sent an email stating, my robot will be returned to me within 7-9 days after iRobot receives it. iRobot determined that my robots dock was faulty and stated they would replace it and send me a new dock and return my original robot. iRobot returned my robot but sent the wrong dock. I contacted them, sent pictures as requested, they offered an apology and I was told they would be replacing my robot and sending me a new iRobot Roomba Combo J9t self emptying and auto fill robot vacuum. I was also told that it would be expedited delivery. I was instructed to place my old robot and the incorrect dock that I was sent into the new IRobots box when I receive it. I was given instructions on how to return it. When the new IRobot was delivered, a few days later, it was also the wrong robot. I immediately contacted iRobot explained the issue, offered an apology because once again they could see they were at fault. This has now been way over a month, what I agreed to was, within 7-9 days after my robot was received, mine would be returned. iRobot stated they did not have the robot I purchased in stock and they werent certain when it would be in stock. I asked for and upgraded vacuum which is comparable to my robot and they refused. My robot was ******* the upgrade is *******. I asked for my dock to be returned, so that I can use my robot. They stated it was disposed of. I cant use my ******* dollar robot because I dont have a dock. The iRobot I was sent, is ****** dollars. I have several case numbers to substantiate my experience. I was also told on numerous occasions they would call me back. I havent received one phone call pertaining to this matter. ***** *. iRobot escalation Management Team, last person I spoke with stated over the phone, she would call me back within 24 hours, over a week, Im still waiting.Business Response
Date: 11/12/2024
Hello ******,
We are sorry to hear about the issues experienced with the repair and return of your Roomba Combo j9, this is not the experience we want for any of our customers.
After reviewing your interactions with support and documentation shared, we have resolved to honor your request for an upgrade and had Order # ******** placed for a Combo Max 10 to be shipped out to you. You will also receive a return label via email for the base that was left to return and we'd appreciate it that you have it shipped out to us as well.Regarding your support tickets 10513827 and 10508809, we merged and marked them as resolved, should there be anything else we can assist with, please do not hesitate to reply to this message in the BBB platform.
Regards,
iRobot Customer CareCustomer Answer
Date: 11/13/2024
[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:11/07/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the irobot j9+ combo mop and vacuum last December 6, 2023 for over $1,000. Through out last year and this year the robot has not worked (stopped, given errors, did not complete cleaning and just went to base, and all around does not work).I've raised multiple support tickets and they sent me a new base (where I had to wait to receive this and set it up) only for it not to fix the issue. I called them and they sent me a new robot (which I had to wait for and setup) which still did not fix issue.I've been arguing with them to refund the product or provide a newer model. They refuse and said they have to repair the robot again. While saying this they keep saying my warranty is to expire on December 6th 2024.I have documented proof that the robot has not worked all year and I've spent countless hours trying to get it to work. The company also can see all of the errors received from my robot in their cloud software and know it has not worked.I'm asking for refund as the product no longer works and am not getting anywhere with their support. I do not feel after all of these issues and time that I should spend more time with the same robot while they tell me my warranty is expiring.Thank you in advance for help with this matter,**** *****Business Response
Date: 11/07/2024
Hello ****,
We are sorry to hear that you are not enjoying your Combo j9+, this is not the experience we want for any of our customers.
After reviewing the robot's diagnostics and your interactions with support, we'll be happy to send you the upgraded model, Order Number ******** for a Roomba Combo Max 10 has been placed. It should arrive within 3 to 5 business days (after warehouse processing).You will also receive an email with the return label for the old robot and base, please make sure to plut the robot in Sleep Mode with the battery inside, as described in this support article. We hope you continue enjoying your robot for times to come, just bear in mind that regular maintenance is essential to extend the lifespan of your little helper.
If there is anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareInitial Complaint
Date:11/07/2024
Type:Product IssuesStatus: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.
Purchase a vacuum 10/26/24 they took my money and I have not heard anything when theyre gonna ship it out. Ive been emailing people and theyre getting back to me and they tell me that dont worry its gonna be shipped out. I havent heard anything. They took my money off my credit card, but now Im frustrated because I have gotten nothing no emails to tell me when its gonna be coming to me and unfortunately I cant wait anymore so Im asking you to please get me my money back. I will do a stop payment on my credit card as of today but right now I am aggravated they charge my account almost $200 and I did not get my vacuum so is there anyway that I could get some resolution to this? Thank you and have a great day ****** *******.Business Response
Date: 11/07/2024
Hello ****,
We are sorry to hear about the issues with your order. 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:
***************************************>************************
**************
***************************
There was only a name match but that order dates back to 8/13/2018 so that is certainly not you. Whenever an order is placed from our website (**************************), an order confirmation email is sent out to the email address you used to register. For that, please help us check the following:
- Is it possible you placed the order with an email other than ***************************? If so, please share that email here.
- Did you receive an order confirmation email? If so, please attach it it in a PDF file.
- What name shows for the description posted to your credit card statement?
- Did you perhaps, place the order through a reseller? if so, can you check if it's one of our authorized resellers listed here.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 CareCustomer Answer
Date: 11/08/2024
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.
FA
Regards,****
Business Response
Date: 11/14/2024
Hello ****,
Thank you for your reply and doc shared, it has served us to confirm what we originally were thinking:
You want to file a complaint for a company called ******, their website is "*************" and their Support Contact Page: "****************************************".
Instead, you have filed it for a company called iRobot, with website address "**************************", and that is the reason we have been unable to find any information associated to you in our records.Our advise is that you file the BBB complaint for the correct company Robota, their contact info is in the paragraph above.
Should you have any of our supported iRobot products (Roomba, Braava), don't hesitate to contact us.
Thank you,
iRobot Customer CareInitial Complaint
Date:11/01/2024
Type:Delivery IssuesStatus: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.
the order US01440641 was never delivered to me and *** did a thorough investigation and confirmed the order was never delivered at my address as the address was ************* confirmed they will put in the claim which is approved for Irobot to file and payment will be done. After several emails with roomba i was not able to successfully get my money back eventhough *** has confirmed the claim is approved and delivery was not madeBusiness Response
Date: 11/04/2024
Hello Kumar,
We are sorry to hear about your issues with **** this is not the experience we want for any of our customers.After having done a thorough investigation on your claim and checking all available data, we have concluded that, despite the *** tracking message, one of the robots has logs allocated in our cloud. Logs that indicate that the mop with Serial Number *********************, was registered on 10/3/2024, at 6:11 PM. The account registered under, goes by the name ***** ******, with email address **************************** and is also reported located to the ********************
Secaucus address.We have found seven Warranty claims under that same account, for which we have sent replacement robots and components:
1. A new i3 vacuum was shipped on 3/6/2023
2. A new m6 mop was shipped on 5/6/2023 (including a 2-Pack of Wet Pads and a 2-Pack of Wet and Dry Cloth pads)
3. A second m6 mop and
4. A second i3 vacuum were shipped on 7/12/2023
5. A third m6 mop, along with a cord and base were sent on 8/1/2024
6. The fourth mop was ordered on 10/6/2024
7. The fifth and last mop and base were sent on 10/10/2024These orders have been delivered to the Secaucus address, all of the warranty claims have been placed and honored without Proof of Purchase provided by you thus far, and it is because of these specific details that we will no longer able to offer another replacement or refund.
We appreciate your kind understanding on the subject. However, should there be anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 11/05/2024
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.
[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,Kumar
Initial Complaint
Date:10/31/2024
Type:Product IssuesStatus: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 2 iRobot Roombas years ago. IRobot recently updated their app and technology. The roombas are no longer working properly despite hours of diagnosis and requests for their service team to ********* last attempt to solve the issue was on 10/23 (email attached) after attempting to resolve the issue via their online support materials and level 1 technology service team.None of this was successful.I was assured contact from a level 2 service team member on 10/23. I have not received follow up and it is now 10/31. The devices don't work. I'd like a refund so I can purchase a competitor product who can support their vacuums with professionalism.Business Response
Date: 11/04/2024
Hello *******,
We are sorry to hear that you are not enjoying your Roombas and the delays with the responses from Support, this is not the experience we want for any of our customers.Our Tier 2 team was contacted and asked to reach out to you asap, the reason for the delay is that we're experiencing a high volume of contacts and all hands are on Support. Your case was given priority and our colleague **** *. has reached back.
We will continue to monitor the progress of the investigation and should you need additional support, please let us know in a reply.
Looking forward to continue assisting you!
Thank you,
iRobot Customer CareCustomer Answer
Date: 11/04/2024
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.
I should not need to file a complaint ro get help with their products. I have 2 roombas that experience issues frequently and the tech service response is slow and renders their products and services useless. I want them to process a refund since they are not capable of consistent use of the product for which I have paid.
FAQ
Regards,*******
Business Response
Date: 11/08/2024
Hello *******,
We have two robots registered under your account:
1. Roomba 690 on 8/16/2023
2. Roomba 694 on 10/17/2024However, we were unable to find the purchase orders from our website, which means that the robots were either purchased from another account, or from a Reseller. For the Roomba 690, a refund is no longer an option due to our 60 day Return Policy, nor a replacement since the Warranty status is already expired. However, should you be able to provide the account used to purchase the Roomba 694 (if purchased from our website) we should be able to refund to the payment method used for the effect, but if the robot was purchased from a Reseller, we'd appreciate it that you contact them and pursue a refund via product return from their end.
There is still the option to continue working with our Tier 2 support and provide them with the information they require to deep dive into the possible causes of the robots' problems. Your ticket number 10501009 will continue to remain open for a couple more days. If it were to be automatically closed by our system, you still have 7 additional days to reopen and continue receiving support.
Looking forward to your reply, for any other questions please let us know.
Thank you,
iRobot Customer Care
Initial Complaint
Date:10/30/2024
Type:Service or Repair IssuesStatus: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 two sets of (expensive) extractors directly from Irobot to fit my two roomba 960s. Both sets of extractors failed within 12 uses despite the extractors and the roombas being carefully cleaned after each use. The original extractors lasted over six years and although worn, still function. Irobot customer service was not helpful. They asked for pictures, then told me the return window had passed. Irobot's website does not clearly state if there is any warranty on accessories or what the return window is. Irobot should either replace these defective extractors or refund my money. Irobot appears to be using a cheaper material on these replacement extractors compared to the ones that came with the roomba when new.Business Response
Date: 10/30/2024
Hello ****,
We are sorry to hear that you are not enjoying your Roombas 900, this is not the experience we want for any of our customers.Based on the information you've shared, we presume that you own two robots of the 900 series, however, we were not able to find any registration records for either of them. Connecting them to WiFi via the iRobot Home App would serve as a registration for each one of them, plus, it will give us access to their diagnostics. Otherwise, we'd appreciate it that you share the ** for both of them, this will help us determine the best course of action.
Hoping that you consider having them connected to WiFi and thus giving us access to any diagnostic data from the robots that sheds a light on a potential issue that is not physical but operational, and looking forward to your response.
If there is anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 11/02/2024
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:10/28/2024
Type:Service or Repair IssuesStatus: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 am having to go to the Better Business Bureau because your customer service is basically impossible to get a hold of. My iRobot Roomba not only consistently wont connect to the app and give me the usual notifications that is has gotten stuck or completed a job, but the hours left for the replaceable parts is not working. Despite the fact that the ****** runs every day, the amount of hours left is not going down which is inaccurate. Why isnt it working? This used to work just fine on my 600 series. If this cannot be fixed in a timely manner, then I want a full refund for my defunct product. This is ridiculous.Business Response
Date: 10/29/2024
Hello Hunter,
We are sorry to hear that you are not enjoying your Roomba 692, this is not the experience we want for any of our customers.While looking at the robot's diagnostics, we found that the battery does not seem to be capable of holding charge for a long time, as well a couple other errors. We would like to be able to offer a definite solution to these problems and would like to start by aking that you share your receipt for the purchase of the robot, with the purpose of validating the warranty. This will give us enough room to maneuver going forward. (We have also taken over the last support case that you've sent (#********) and will continue working via this portal.
Looking forward to your reply, should there be anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 10/29/2024
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.
Rejecting so the request is not closed. I have attached screenshots of the receipt of my order. Thank you.
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,Hunter
Business Response
Date: 11/05/2024
Hello ******,
Thank you for the receipt. As mentioned on our previous message, your robot's diagnostics reported a faulty battery and order number 08058195 has been placed for a replacement, please dispose of the old battery as per local laws. We have also included a free melamine foam to ensure your robot's charging contacts and the mates at the mase are kept in pristine conditions to maximize the battery life and the Roomba's performance.
Should you need help with anything else, please let us know in a reply.
Regards,
iRobot Customer Care
Customer Answer
Date: 11/16/2024
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 issue persists with the app not counting down when the Roomba runs for when its time to replace the parts. Also, whenever I charge the Roomba, I get a charging error. Not only did you send me a defective part, but you sent me absolutely zero instructions on how to install it.
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,Hunter
Initial Complaint
Date:10/24/2024
Type:Service or Repair IssuesStatus: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 j9 robot in July 2024. It simply does not work. It stops in the middle of the dining room and wont complete a cleaning job. I have owned 3 or these over the years so I understand there issues and limitations. I also purchased an extended warranty. When I call technical support they all have me do the same thing. Factory reset, move base station to a more central location, take pictures and we try again, and again, and again, and again., with no resolution or no fixing the problem. Mean while I am out $1000.00. The technicians seem so busy every time I call which is also concerning. I really dont want my money back, I just want it to work like the older versions I have purchased in the past. If they are having design issues then stand behind their product. I have also started to manufacturing companies and have owned my own business for 30 years so I understand customer service. What are my options? I am so frustrated with the run around approach.Business Response
Date: 10/24/2024
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.After investigating your report, we found a Support ticket # ********, but there were no further responses from you. Thank you for bringing this matter to our attention, we have thus looked at the diagnostics from this robot on the Cloud and found some errors associated to the robot's inability to back up, dock, or finish the job. These errors are often times related to basic robotic behaviors that are triggered under certain environmental factors, such as clutter and changes to the environment that take place mid-mission.
You would easily resolve these by having the robot picked up and placed on a different area, and pressing "Clean" to resume the job. Should this fail, we recommend performing a robot reboot to clear out the internal memory and repeat the process, as described in this support article.
Note: You can also spray some can of compressed air into the cliff sensors to additionally clear them of debris.
Looking forward to your feedback on the recommendations above. Should there be anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 10/24/2024
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,Mark
Customer Answer
Date: 10/27/2024
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,Mark
Business Response
Date: 10/28/2024
Hello ****,
Thank you for your reply and photo. We have placed order number 08037130 for a robot replacement. Please make sure to keep your battery and base, as well as the dust bin as the new robot will not include a bin with an evacuation port or a battery. Once cleared at the warehouse, you should receive it from 3 to 5 business days.You have also been sent a Return Label to your email for printing and attaching to the box with the old robot in it. Should the robot problems presented not be environmental, then this replacement robot will definitely resolve the issues currently present.
Looking forward to have you happy vaccuming again!
Regards,
iRobot Customer CareInitial Complaint
Date:10/23/2024
Type:Service or Repair IssuesStatus: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.
My roomba has not worked well since I received it for my birthday in December. It says that the dust bin is full when it barely has anything in there at all. Because it alarms off and wont work I have used it probably less than 10 times. I figured Id give the troubleshooting steps a try since the warranty is expiring soon. I spent hours on the phone troubleshooting to no avail. After uploading all of my receipts and sending photos of my machine ect and being transferred many times I was told that I was eligible for a replacement but that model was not available so I would have to speak with a supervisor about this. At first I was told one would email me (maybe)! I began to wonder if I was being pranked! I asked to be transferred and it sounded like someone at a telethon! They told me a supervisor would call me back in a few minutes. What a waste of my entire evening not to mention over $500 on a machine I have never been able to use. Needless to say I have never heard back from anyone at this company with a resolution.Business Response
Date: 10/24/2024
Hello Cara,
We are sorry to hear that you are not enjoying your Roomba, this is not the experience we want for any of our customers.You have mentioned that the robot in question was a gift from last December, we have looked your information up and can't find a new robot registered since 2019. The first one was a Roomba 675 and a Roomba 690, both registered on February 2019.
We'd appreciate your help with a picture of the new robot's Serial Number, you will find it by following the instructions from this support article. We'd also be thankful that you have said robot connected to WiFi as that will grant us access to its diagnostics and find the culprit, for a prompt resolution, this article also explains how to do that.
Looking forward to your response and confirmation of the aforementioned steps taken. If there is anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 10/25/2024
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 This is my only registered product which I only just registered just this week. All of the product information was given in the registration. I have done the troubleshooting and I do not download apps. I would like to exchange my robot as it does not work. I was told that this model is not available and I would need to speak with a supervisor. This was days ago. Please resolve my complaint! Thank you. [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,Cara
Business Response
Date: 10/28/2024
Hello Cara,
Thank you for your reply and additional details.We have looked for all of the information associated to your account with email ***************************** and we continue to only find two registered robots:
Roomba 675, with Serial Number *********************, registered on 2/12/2019 at 10:38 AM
Roomba 960, with Serial Number *********************, registered on 2/14/2019 at 7:46 AMThere is also, only case number 10501977 connected to your contact and it is regarding the Roomba 960. Should that be the case, the robot's warranty expired on 2/14/2019, and thus, making it not possible to do a warranty exchange.
You provided us with information stating that said robot was a gift from last December, but there is no registration information found in the system for it. We'd like to start with that, if you could just help us with a picture of the new robot's Serial Number, you will find it by following the instructions from this support article.
Looking forward to your response and confirmation of the aforementioned steps taken. If there is anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 11/01/2024
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.
FAQHello,Im sorry for any confusion but this Robot was purchased in December 2023. I did submit the photo of the receipt from ****** with the warranty claim.
I only just registered it in October. I attached the screenshot of the email verifying the account setup if that is helpful. I also attached a photo of the serial number.
Regards,Cara
Business Response
Date: 11/20/2024
Hello Cara,
We have looked for all of the information associated to your account and we continue to only find two registered robots:
Roomba 675, with Serial Number *********************, registered on 2/12/2019 at 10:38 AM
Roomba 960, with Serial Number *********************, registered on 2/14/2019 at 7:46 AMThe latter being the robot for which you have provided a picture of a receipt as well as the sticket with the serial number, however, the information is conflicting because that robot shows registered on the date posted above and the warranty for it has expired on 2/14/2019. The screenshot provided of a registration is actually for your email registration, not a robot's.
We thank you for your understanding but with the information available in our system so far, a warranty claim for a replacement can not be honored. Can you please make sure that the ** you sent a picture of, is actually from the robot you refer to, the one you received as a gift in last December?
Thank you,
iRobot Customer CareInitial Complaint
Date:10/23/2024
Type:Order IssuesStatus: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.
The robots do not perform as advertised. Constant issues with cleaning the assigned areas, random reboots, and gets stuck on nothing. Have attempted to contact the company for months with no response.Business Response
Date: 10/24/2024
Hello *****,
We are sorry to hear that you are not enjoying your i3, this is not the experience we want for any of our customers.Looking up on your case 10343353, we noticed that our support *** had asked for the *** version of the receipt and the case closing automatically, with no response. Also found cases 10495499 and 10498260, which we'll be merging to avoid having multiple channels open. We'll be happy to address your concerns via this portal and complaint.
It's important to notice that the robot is registered under your ***************************** address, that took us a little time to figure but glad we found it and were able to look up the robot's diagnostics from the Cloud. Your i3 seems to be more well-behaved as of lately, but there is a record of errors, including a board one. We'll be glad to have it ***laced now that we got a hold of the original Amazon receipt, we just need your help validating the shipping address:
*******************************************************************************
Looking forward to your ***ly, should there be anything else we can assist with, please do not hesitate to contact us.
Thank you,
iRobot Customer CareCustomer Answer
Date: 10/24/2024
Better Business Bureau:
I didn't see a way to respond validating the address. The address is correct, if this could be passed on to the business. Once the replacement is validated & shipped, I will be satisfied with the response to complaint #********.
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** *****
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