Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,050 total complaints in the last 3 years.
- 246 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:07/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a $600 dollar shark robot vacuum that I purchased that is completely not working. The robot keeps getting lost when I send it to the dock. When it gets to the dock it crashes head and and hits the dock sideways. It wont detect any objects and doesnt vacuum properly. The base where the robot docks has no power to **** the trash inside. The whole unit needs to be replaced this is completely unacceptable. I called customer care and they said they need a supervisor to approve the replacement of the whole unit but I have yet to hear from someone. The model number is RV9114A3US. S/N y16qt3m6z9s7
Business Response
Date: 07/13/2022
Dear *****,
It was a pleasure to speak to you today. We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We have setup the order for you to drop your Robot off a ***** and once we receive notification that it has been scanned in, you will receive the RV2502AE within 3-5 business days.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
SharkNinja Escalations TeamInitial Complaint
Date:07/09/2022
Type: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.
We purchased a Shark rechargeable vacuum about 10 months ago. The warranty is claimed to be 5 years on the unit and 2 years on the batteries (see https://support.sharkclean.com/hc/en-us/articles/4403095748754-2-Year-Limited-Battery-Warranty, and two (2) attachments, a screenshot of the top of warranty page from the Shark website and a PDF of the complete warranty, also from the Shark website). Shark said the batteries have failed even with very, very light household use (less than 15 minutes a week in a second home). Shark told us the batteries have no warranty and tried to sell us batteries for $47.95. When we balked at the that, they said $23.95. When we pointed out their own website, they claimed it wasn't there and there was no warranty. I took a screenshot and they simply ignored it and kept repeating "no warranty" and kept trying to sell us batteries.Based on the other complaints and reviews here on BBB, we are suspicious of Shark and would prefer a refund. If that isn't available, we would like the replacement batteries to which we are clearly entitled by the warranty.Business Response
Date: 07/11/2022
Dear *******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We attempted to reach you and left you a voice message. Please let us know when it is a good time to reach back to you to get this matter rectified.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
SharkNinja Escalations TeamCustomer Answer
Date: 07/11/2022
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.
We did receive a voice mail, but when I called the number, I was routed to an offshore (non-US) call center whose operators are VERY hard to understand. I tried my best to explain why I was calling, and they had no idea who "*******" was, the customer number meant nothing to them, and they were unable to either help or transfer me to anyone who might have helped. From online research, it appears this a common tactic with this company. We are becoming more and more convinced this company is largely a fraud or scam in that sense that while you do get a product, the purported 2 to 5 year warranty which is a large part of the "come in" and pitch is actually non-existent.
Therefore, since the "resolution" was no resolution at all, we do not accept it because there is nothing to accept.
[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: 07/13/2022
Dear *******,
We're glad that we got a chance to speak to you and get this matter rectified. Please keep an eye on your email for the tracking number for the arrival of your new unit. If you have any further concern's, please don't hesitate to reach back to us at ************** Mon- Fri 9am - 5pm EST.
Best regards,
******* on behalf of
SharkNinja Escalations TeamCustomer Answer
Date: 08/01/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have made several attempts to return the call from the business but
the number provided, **************, is to an offshore call center. They
say they do not know "*******" and that all they can do is sell us
another vacuum. Shark Ninja was supposedly sending a replacement, but
when I attempt to track the package, the ***** tracking website says
"Unfortunately we are unable to retrieve your tracking results at this
time. Please try again later."
Based upon our experience as well as the ****s of complaints very
similar to ours from across the web (including 100s at the ****** BBB
website), I am becoming convinced that this company is nothing but a
scammer. I do not accept the results of this complaint because there has
been nothing to accept, only empty promises and deflection.
Thank you,
***********************Business Response
Date: 08/01/2022
Dear ****,
It was a pleasure speaking with you and getting the new unit shipped out to you. Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
SharkNinja Escalations TeamCustomer Answer
Date: 08/02/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I do not accept the response because it is just more of the same nonsense from "*******." The number provided is to an off-shore sales center whose operators barely speak English, do not know "*******" or anything about this or any complaint, and do nothing but attempt to sell me another vacuum. It is preposterous that a legitimate message from a legitimate person would provide such a phone number unaware that it was an off-shore call center and provided no valid means to contact them. Also, the "tracking number" for the supposed replacement is not legitimate, according to ******* website. Moreover, even a cursory online search shows ****s of complaints against this company for similar conduct as well as a variety of other deceptions. The BBB's own review section shows 100s of similar complaints. It is disappointing that the BBB gives them an "A" rating.
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,*******
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