Complaints

This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SharkNinja has 10 locations, listed below.

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  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  178 West Service Road Champlain, NY 12919

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

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:06/18/2025

  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.

  My Shark vacuum broke down and stopped working within the warranty period. On 04/01 at ****************************************************** through a video troubleshooting process that got disconnected. I then called customer servcie agent ***** who videoed and put me through more troubleshooting. It was determined that spare parts were not available and she told me she would be sending me a new vaccum cleaner. She said that my current make and model was not available and that she would be sending a newer make. Today, June 18, I called to find out where my new machine was and was told by agent ******* that it was never sent in the first place. I have been asked to start from scratch all over again and cut cords and get a pod replaced.

  

  Business Response

  Date: 06/23/2025

  Thank you for your message, and we sincerely apologize for the confusion and inconvenience you've experienced throughout this process.
  After reviewing your case, we can confirm that the replacement vacuum was delivered on June 20th. If you have not yet received it or are having trouble locating the package, please let us know as soon as possible so we can assist further.
  We truly regret the earlier miscommunication and the need to repeat steps you had already completed. Your time and patience are greatly appreciated, and we hope the new unit meets your expectations.
  If theres anything more we can do to support you, please dont hesitate to reach out.

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a Shark robot vacuum as a gift. It worked fine for less than a year, then randomly stopped working and required replacement. It then worked fine for another year or two (once weekly use), and died again. I called in again, Shark is now refusing to replace because it is beyond the timeframe of their warranty. They offered me a 50% discount on a new product but even that still totals $291 which I simply dont have. Shark clearly doesnt stand behind their products, lifespan should be much longer than a year or two. This is my SECOND defective unit within 3 years and I have done nothing to damage the units.

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out and sharing your experience with us. Were truly sorry to hear about the issues youve encountered with your Shark robot vacuum, and we understand how frustrating it can be to deal with multiple product concerns over time.
  
  After reviewing your case, we can confirm that the original unit is currently outside of the warranty period, which is why were unable to offer a replacement under warranty at this time.
  
  That said, we truly value your loyalty and would like to help however we can. As a courtesy, were happy to extend a 50% discount toward the purchase of any Shark robot vacuum model of your choice.
  
  Additionally, when purchasing a new unit, youll have the option to add an extended warranty for added peace of mind and longer coverage.
  
  If youd like assistance selecting a model or applying the discount, our team is here and ready to help.
  
  Thank you again for being part of the Shark family.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ninja ********* Pro ES 701. They offer an extended warranty on all their products, but they will not allow me to add it on to this product.

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out and for your recent purchase of the Ninja Luxe Caf Pro ES 701.
  We understand your interest in adding an extended warranty, and we appreciate your desire to protect your investment. While we do offer extended warranties on many of our products, the Luxe Caf Pro ES 701 is one of our premier models and, at this time, extended warranty coverage is not available directly through Ninja for this particular unit.
  As an alternative, we recommend checking with XCover, a trusted third-party provider, to see if they offer extended protection for your model. You can visit ********** and enter your product details to explore available options.
  We truly value your feedback and your support of the Ninja brand. If you have any additional questions, were here to help.

• Initial Complaint

  Date:06/02/2025

  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.

  I bought a Ninja Slushi 10 months ago.The vessel has developed mold & can't be cleaned. I've followed all of the recommended instructions, and have made several calls & chats to Customer Service.I spoke with someone today who said that my product is too old and I cannot buy a new replacement part.I find this unacceptable. I now have a $350. product that I can no longer use because of a flaw in it's design.

  

  Business Response

  Date: 06/10/2025

  Thank you for reaching out and bringing this matter to our attention. Were truly sorry to hear about the issue youve experienced with your Ninja Slushi, and we understand how frustrating this must beespecially after following all recommended care instructions.
  To help resolve this, we will be shipping you a replacement vessel at no cost. Your replacement order has been processed under Order #************. You will receive a shipping confirmation email with tracking details once the item is on its way.
  We appreciate your patience and thank you for giving us the opportunity to make this right. If you have any further questions or concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  I wish SharkNinja would have responded so reasonably when I called them.

  I explained to their representative that i have dozens of Ninja products. You can see my order history as i get most from your webpage.

  I was upset that resolution took going to BBB. But, I appreciate that a resolution was found.

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

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Shark Robot PowerDetect RV2820AE series on or about November 2024. The price was approximately $300. On or about March 2025 I called Shark customer service because my ********************** PowerDetect was not working. The Shark customer service representative sent me a new battery saying this should fix the issue. I received the battery and installed it the way the representative showed me. After that the robot worked a few more times. On or about May 15, 2025 I called Shark again because the Robot would not work again. The customer service representative determined that the power bank was not responding to the battery and that Shark would send me a new robot to replace this one in accordance with my warranty. He said that I would receive it in 7 days. After 7 days, not only did I not receive my new robot as promised, but I realized that he never followed up with an email confirming the order number and information about receiving the new robot as he said he would. I called Shark again. This time the conclusion was that they did not have my particular robot in stock so the customer service representative, at his discretion, put in a request to upgrade my robot and that I should wait another 5 days to receive a call from his supervisor and at that time his supervisor would let me know if the upgrade was approved. The 5 days have come and ******* seems as though Shark no longer delivers a quality product as this robot is clearly a piece of junk. Also, as a consumer, I should not have to go through a run around like this to correct an issue about a product still covered under warranty. I am extremely disappointed in this product and in the way Shark has dealt with this situation and me as a customer. ********************** needs to honor their warranty and replace my robot with the same robot or a better robot. I have a brand new Shark robot sitting against the wall useless and unable to move and do the job for which it was intended to do.I am really disappointed.

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and repeated delays you've experienced. We completely understand your frustration, especially when you've taken all the right steps under your warranty coverage.
  We want to assure you that your concerns are being taken seriously. To move forward and resolve this properly, one of our product specialists will be reaching out to you directly. They will work with you to provide the best available replacement option, whether it's the same model or an upgraded unit, depending on availability.
  You will be contacted within the next 24 hours with clear next steps and confirmation. Our goal is to make this right and ensure you receive a working product that meets your expectations.
  We truly appreciate your patience and the opportunity to correct this situation.
  

  Customer Answer

  Date: 06/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Shark Clean (order #************). The original item was marked as delivered, but I never received it. I contacted Shark Clean, and they agreed to send a replacement, which I did receive. However, I was not satisfied with the product and returned it using their official return process.I provided the return tracking number, which confirms that the item was successfully delivered back to Shark Clean. Despite this, they have refused to issue a refund, stating that the item was a replacement for a lost package and therefore not eligible for refund even though I returned the product.I no longer have the item and have complied fully with their return process. Their refusal to issue a refund for the returned merchandise is unethical and unacceptable. I am now out of the product and the money I paid for it.I am requesting a full refund for the returned item.

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and for your patience throughout this process. We understand how frustrating this situation has been, and we sincerely apologize for the confusion and inconvenience caused.
  
  After reviewing your case and confirming the return delivery, we have processed a full refund for your order. The funds will be returned to your original method of payment. Please allow 35 business days for the refund to reflect on your account, depending on your financial institution.
  
  We appreciate your cooperation and for following the return process as requested. If you have any further questions or need additional assistance, please dont hesitate to contact us.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* *******, and I am writing to formally demand a full refund for my order #************, which was never received.Despite your records indicating the item was delivered, the delivery photo provides no evidence of where the package was left, and there is no signature confirmation associated with the delivery. My building at *****************************************************************************************, does not have a lobby or secure area where packages can be left, and I have thoroughly checked the premises with no success.I also reached out to ****** and they confirmed that the package is considered lost. However, they also informed me that because Ninja is the shipper, I am not eligible to file a claim and that only Ninja may do so to seek reimbursement or issue a refund.I conveyed this clearly to your agent, yet my request for a refund was refused, which is both unacceptable and unreasonable. I have fulfilled every responsibility on my end as a customer. The package is missing, and as the shipper, it is Ninjas obligation to address the loss through your shipping partner and issue a refund to me, the *********** make matters worse, this order was intended as a birthday gift, and the experience has been deeply disappointing. Given this treatment, I will not consider purchasing Ninja products again and will not recommend your brand moving forward.Please be advised that if I do not receive confirmation of a full refund within 5 business days, I will escalate this matter by filing a formal complaint with the consumer protection agencies, and pursue a chargeback through my financial institution.

  Customer Answer

  Date: 06/01/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/10/2025

  Thank you for contacting us, and I sincerely apologize for the inconvenience and frustration youve experienced regarding your recent order.
  After reviewing your case, we understand your concerns and acknowledge that the package was not successfully delivered. While our records initially indicated delivery, we recognize that there is insufficient proof of receipt and that the item is now confirmed lost by FedEx.
  Please be assured that we are processing a full refund for Order #************. The refund will be issued to the original form of payment and should reflect in your account within 57 business days, depending on your financial institution.
  We regret the inconvenience this situation has caused, especially given that the item was intended as a gift. Your feedback is important to us, and we are committed to improving the experience for all our customers.
  If you have any further questions or need assistance in the meantime, please don't hesitate to reach out.

  Customer Answer

  Date: 06/10/2025

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

  I received a email stating a replacement order was placed when thats not what I wanted I wanted a full refund. 
  
  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: 06/12/2025

  We confirmed the ordered was cancelled for the replacement and the refund has been already processed. It might take form 3-5 business days to reflect on your account. 

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i called SharkNinja on May 21, 2025 they send a zoom link during the call and i was able to show them the ***** blender Pro Extractor Blades even the rust was dripping on my counter top. but shark Ninja refused to replace it for FREE.

  

  Business Response

  Date: 06/11/2025

  Thank you for contacting us and for taking the time to show the issue with your Pro Extractor Blades during your Zoom call on May 21, 2025. We understand how frustrating it must be to experience this problem, and we appreciate you bringing it to our attention.
  After reviewing your account, we found that your products warranty expired on May 16, 2025, and is therefore no longer covered under the manufacturers warranty.
  That said, wed still like to support you. As a courtesy, wed be happy to offer you a 50% discount toward the purchase of a replacement blade.
  If youd like to take advantage of this offer or need assistance placing the order, please dont hesitate to reach out.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Shark HD430 FlexStyle Air **************** System from ****** for $249 on 01/05/2025. Amazon Order # ***-9373063-8874634.I gave it as a gift in February. The first time my daughter tried to use it, ****** came out when she plugged it in. She tried to plug it into a different outlet and her hand got an electrical zap. I told her to box it up and give it back to me so I could call Shark. On 03/17/2025 I called Shark to explain the problem and asked how to proceed. They activated the warranty on my product (GUARANTEE_017176166) and issued a troubleshooting ticket, #********. They told me Id receive two emails. The first would include the warranty information. The second would address the malfunctioning unit. I never received a second email. I called a couple weeks later to ask about the status of my troubleshooting ticket. I was put on hold, then told the matter had been escalated to a supervisor and I should be patient. A few weeks after that I sent them an email stating that my daughter had now attended all of the events we bought the hair styler for (award ceremonies, dances, college graduation photos, etc) and that we no longer needed the styler and wanted a refund. There was no response. I called for the last time last week. I believe it was 05/13/2025. I asked again about the status of my troubleshooting ticket. I was put on hold, told the matter had been escalated, and they hung up. I believe the warranty states that a malfunctioning product can be returned for repair or replacement. I would have accepted that as a solution months ago, but I am no longer satisfied with that. Their styler zapped my kid and theyve essentially ghosted me after bringing it to their attention. I no longer trust their products or their customer service and would like a refund.

  Customer Answer

  Date: 06/01/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/09/2025

  Thank you for following up and for your patience throughout this process. We want to sincerely apologize for the experience you've had,not only with the product but also with the delays and lack of communication in addressing your concerns. We fully understand how troubling this situation has been, especially given the safety issue involved.
  Wed like to confirm that a refund was processed on Wednesday. The refund is being issued in the form of a check, which typically takes 4 to 6 weeks to arrive by mail.

  Customer Answer

  Date: 06/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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.

  Their warranty is the worse. They want to send you a video link which is not mentioned anywhere on their stuff. Im not comfortable with my home being recorded/viewed. And they don't completely fix the issue. I have to wait for the top part of my stick vacuum pay shipping, and if the bottom doesn't work i have to call back to get that replaced. Its a lot of work save yourself the trouble. I asked if you are replacing it why not just replace the whole thing i was informed that most likely its cause the top part is the power source. At this point i don't recommend this company. I had kept my receipt for a just in case if this would have been the outcome i would have just thrown it out.

  Customer Answer

  Date: 05/30/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and for sharing your concerns. Were very sorry to hear about your experience and the inconvenience it has caused. We understand your frustration, especially when a product doesnt perform as expected and the resolution process feels overly complicated.
  Please know that our goal is always to provide support that is both effective and respectful of your time and privacy. While we do sometimes offer video troubleshooting as a way to speed up diagnosis, we absolutely respect your choice if youre not comfortable with that method.
  That said, were happy to proceed with the warranty replacement. 
  If you'd like us to move forward with the current replacement, please confirm, and well get it processed for you. We appreciate your patience and the opportunity to make things right.

  Customer Answer

  Date: 06/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. im not sure what to do after this. if the business can contact me via email at *******************************. 
  
  Regards,
  
  ****** ******