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

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

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:12/08/2024

  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 purchased a Shark Rotator Powered Lift-Away TruePet vacuum cleaner 5 months ago in July and have had nothing but problems with it not suctioning properly and now the vacuum will not even power on at all. I have tried multiple different perfectly functional power outlets throughout my home and the vacuum is simply not dead and will not power on. Considering the amount of money that I paid for this vacuum, I expected MUCH higher quality and also expected it to last for many years. I need this vacuum replaced IMMEDIATELY.

  

  Business Response

  Date: 12/09/2024

  Hello,

   

  We apologize that your vacuum is not working as it should for you. We will have a member of our specialty team reach out to provide assistance.

   

   

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the flex fusion bundle on 12/2/24. The specific flex fusion bundle I added to my cart and ordered said it included a free storage bag. It was not an additional item in the cart - it was in the main photo of the bundle and listed in the text description of the item. I have a pdf of their website showing the bag is included in the photo. I reached out to their customer service because my order was shipped without the bag. Their response, which showed absolutely NO REGARD for a customer who just spent almost $400, was: We are deeply sorry to learn that the travel case was not added to your order. Upon reviewing your order, the travel case is no longer in stock; hence the reason it was not added to your order. We do apologize for the inconvenience caused.First of all, the dual compartment bag is literally in stock right now. It has been since BEFORE my order shipped, and I attached proof to my response which was a screenshot of an automated text from Shark saying the bag was back in stock BEFORE my order shipped. This has to be false advertisingto advertise a free gift with purchase and then not include it without offering a replacement is fraudulent. I would have purchased my flex fusion from ******* or ulta, not waited over a week to receive it, got points, and had a way better experience. They had the same 20% off - the only reason I ordered from Shark was for the clearly advertised free storage bag. What a terrible first time experience with your company. The response should have been to send me the bag separately or refund me/credit me for the price of the $40 bag so I can manually purchase it. Otherwise I will be returning and repurchasing a competitors brand as well as filling a complaint with ****. I have the pdf proof of the free bag being offered as a part of the bundle as well as the text showing it in stock before it shipped.

  

  Business Response

  Date: 12/09/2024

  Hello,

  We are so sorry for your experience when purchasing our product. We are showing the travel case is currently out of stock however am happy to apply the $40 credit or when we get more stock in are happy to send one out. Please let us know the preference and we will proceed.

  This is not the experience we want for our consumers.

   

  Customer Answer

  Date: 12/09/2024

  I received an email response from Shark early this morning - the representative offered to send me the bag once in stock, as well as a free attachment. I kindly accepted this offer and responded to her through email. Therefore, the $40 credit/solution through Shark from BBB is no longer necessary since the representative from Shark via email has offered to help me. I will be going through email to order the free attachment as well as to message them when the bag is back in stock. While I wish my  complaint was addressed this way the first time, I still want to express gratitude for your company offering a reasonable solution the second time. Thank you again. 

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having an issue with a product, a vacuum cleaner, that I purchased through a certified retail vendor. When this vacuum stopped working three months later, I contacted in reference to a warranty. They sent me a replacement part in that part did not work. That took 10 business days to get to me. Once I did another screen chair before sending me a replacement item for the partially working product they made me cut off the cord before sending a new vacuum, even though I had shown that it was not working as expected. With the amount of waste of plastic and overall inability to fix something at home it is completely Deplorable that I have to now have this hunk of plastic in my home that I cant do anything with. At least the hose worked for a minute. This company is disguising. Contributing to the horrible crisis that is our climate failure.

  

  Business Response

  Date: 12/12/2024

  Thank you for taking the time to share your feedback. We understand your position and can recommend contacting a local appliance recycling center to dispose of your unit.
  Otherwise we are happy to send a prepaid label to have the unit returned to our facility.
  

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  In addition to the massive amount of plastic waste we now know the company must contributing to if this is there policy; you are forcing consumers to destroy their own property  
  

  As a consumer that is spending a considerable amount of money for a product, if the item is partially working and still owned by the buyer, it is unreasonable for the company to forcibly destroy the item or they will refuse to hold their end of the warranty. If the product is not working as expected but still working and under warranty, it is the responsibility to bring it back to order or replace. That does NOT mean waste what was left.
  

  Extremely poor business. Terrifying to think of the environmental impact. 

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/30/2024

  Thank you for your feedback it has been shared with the appropriate team

• Initial Complaint

  Date:12/06/2024

  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.

  I did not get my order ************. This was supposed to be a surprise for my daughter who loves slushies but the order never came. I tried reaching out but the customer service is so difficult to get ahold of due to long wait times and response time. However, when I did get a chance to get help, I was told I would get a refund in 3-5 business days (escalation request). It has been a week and still have not got any response or communication. I would like this nightmare situation resolved please.

  

  Business Response

  Date: 12/09/2024

  Hello,

  We are showing the order delivered on 11/26/24 at 5:20 PM. We apologize for the long wait times. Please let us know if you require any further assistance.

  Tracking below:

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

   

   

   

   

  Customer Answer

  Date: 12/09/2024

  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
  

  I am rejected this response because I did not get my order. Per escalation request 18729131, I was told I would get a refund or replacement. I still have not gotten any response.

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/11/2024

  Hello

   

  We are seeing the refund processed successfully on our end for the amount of $326.61 as of Dec 9th. This should reflect within 2-3 business days depending on your financial institution.

   

• Initial Complaint

  Date:12/06/2024

  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.

  Order number: ************ I still have not received my item from Shark and it was supposed to be delivered yesterday!

  

  Business Response

  Date: 12/09/2024

  Hello

   

  We are now showing that your order has been successfully delivered as of 12/7 we apologize for the delay.

  We appreciate your patience as we continue to deliver orders during the holiday season.

   

• Initial Complaint

  Date:12/05/2024

  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.

  Hi this is regarding ticket #********. I'm trying to use my warranty for my Shark hair dryer that doesn't even turn on anymore. Im sorry but this is getting very frustrating. Your email asks me to call you as you are eagerly awaiting my response. I called today and spent over 45 minutes on the phone. The first ******* told me the picture isnt HD enough. I explained that this is the best camera I own. I also explained that I followed all the instructions I was given on December 3 (to cut the cord 2 inches from the base and to show the entire cord + serial number tag in the photo). The ******* decided to transfer me to a supervisor who was extremely rude and hung up the phone on me! She said she couldnt help me unless this separate team accepts the photos. I explained that I am out of town since yesterday for at least another week, and that it is unacceptable to keep asking me for new photos when I already spent HOURS on this issue and sent you EXACTLY what you asked of me. She told me to send you an email and then hung up on me! This warranty is my LEGAL RIGHT and its clear Shark is just trying to give me non stop excuses until I give up, and thats not fair! My unit doesnt even turn on, whats even the concern?? I own several Shark/Ninja products and its the first time I ever call, and this is the treatment I get? Its so disappointing! Are you guys accusing me of lying about this? I'll even send you my unit back if you want, it was already defective and now the cord is cut! You made me cut the cord for NOTHING!!

  

  Business Response

  Date: 12/06/2024

  Hello.

   

  We apologize for your experience. we will have a member of our spatiality team reach out to further assist. 

   

  Customer Answer

  Date: 12/06/2024

  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
  I am still awaiting help for this issue. Please resolve it by shipping out the replacement for order: 124000431937
  Regards,

  Yaelle

   

   

  

  Business Response

  Date: 12/11/2024

   

  Hello

  Please confirm resolved as per note Friday

  ****** *******
  
  Friday 14:08
  To: 
  SharkNinja
  Show more
  I received it. Thank you for resolving this for me. 

  Customer Answer

  Date: 12/11/2024

  [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:12/05/2024

  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.

  Hi- About a year ago the battery stopped working. I was given a new one. Ticket#********.About 3 weeks ago my robot stopped, and only says: please reboot me. I called shark ticket ********, and if you hear the conversation, the lady told me that my robot is known to have issues. So I asked her if she could ask her manager to grant a replacement being that I am out of warranty. She never called me back, so I called and found out that I was granted a 30% discount to buy a new one For basically the same price as to when I bought this one. I would like to have a replacement for a vacuum that its known to have problems, and that should not be in the market if its problematic. Thank you.

  

  Business Response

  Date: 12/06/2024

  Hello

   

  We apologize for your experience with your Robot and the customer service team, we will have a member of our specialty team reach out to assist further

   

• Initial Complaint

  Date:12/05/2024

  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.

  My Shark Robot Vacuum failed. They lied and said that it didn't have warranty. I ordered a replacement on ******, it was junk out of the box. I returned it for another, again, useless piece of garbage. I finally ordered directly off their website. It was shipped with ***** and never arrived. I informed Shark, who told me to deal with *****, which I did. I filed a claim and was told by them to contact Shark back if the item was not located. It was not and now Shark is giving me the run-around yet again about getting my money back. I WANT MY MONEY BACK!

  

  Business Response

  Date: 12/05/2024

  Mr. *****,

  We would like to apologize for your experience and that you did not receive the Robot that you ordered. In order to resolve this for you we can refund your purchase of $347.72 or we can send a replacement to you. Please let us know which of these options work best for you and we will process accordingly.

   

   

   

   

  Customer Answer

  Date: 12/06/2024

  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 have now invested almost 3 hours in attempting to resolve this issue through you guys and I feel as though I am entitled to not only a 100% refund but ALSO compensation for my time!  You have been an absolute NIGHTMARE to deal with!  Again, you lied to me about the warranty on my current unit, sent me a USED unit, then a defective unit, and now I've lost one and if you listen to your recorded calls you will see just how terrible your customer service has been throughout this ordeal!  I feel that $200 is more than a fair compensation for my wasted time, stress, and annoyance at dealing with a mess that I didn't create!

   
  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: 12/30/2024

  Hello

   

  A member of our specialist team has reached out in order to provide you with a suitable solution and left a voicemail. 

  Customer Answer

  Date: 12/31/2024

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does 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. 

  Yet more lies from this company.  I have received no calls nor voicemails, nor emails from them regarding this matter.  
  
  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: 01/24/2025

  Hello

   

  We are showing order #************ has been successfully placed. We appreciate your patience while that was sorted out. 
  
  

  
  

• Initial Complaint

  Date:12/04/2024

  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.

  December 2024 $118 Shark Pet Pro Cordless Stick Vacuum Cleaner with Powerfins Brushroll, 40-Min Runtime, WZ250 As per any and all online listings AND the box the product came in (see pictures attached), it comes with the Powerfins Brushroll. It did not, in fact, come with the Powerfins Brushroll, it came with a brushroll that has some fins and some brushes. I specifically bought this BECAUSE it came with the Powerfins Brushroll (except that it didn't). The purpose of this is for no hair wrap around the roll. With brushes on the roll, it will catch and tangle hair around the roll. I contacted Shark Ninja support this morning and was told this was the correct brushroll for this model. They refused to be of any further help. This is false advertising. Ads/Listings are found on many websites such as *******, ******, *****, **********, ******, etc. They all show the same thing, but that is not what is inside the box. The resolution that I would like is a replacement product of the same quality or better with the correct roll or a replacement roll if it can be replaced or a refund of the purchase price.

  

  Business Response

  Date: 12/05/2024

  Hello

   

  We will have a member of our specialist team reach out to assist further 

   

   

  Customer Answer

  Date: 12/06/2024

  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
  I do not accept this because it is not a resolution. Simply stating that they will contact me is not a resolution. If I were to accept this, it would close my case. 
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/30/2024

  Hello

   

  We are showing that a member of our team reached out and the product was returned to the store.

   

  Customer Answer

  Date: 12/31/2024

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

• Initial Complaint

  Date:12/03/2024

  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 purchased a Shark ZU660 x5 and I was disappointed to be informed by customer service that they said the item pictured was not included with purchase and that I had to purchase it separately. If you listen to the recording of the call the *** even said herself that it was misleading and to me its false advertisement. She kept mentioning the manual and using that as an excuse and that I would only know it wasnt included by reading the manual, yet who is going to open up the product and go through everything prior to purchasing? The **** name was Aliyah and ai placed the call o customer service today, Dec ******* at 1:40 pm. She just kept telling me ai had to pay for it separately. I kept telling her how deceitful it was and that they should place a disclaimer on the box saying g item not included but my requests for making amends for this false advertisement was dismissed and declined in which this is highly frustrating. I didnt expect such bad deceitful service from a company like Shark.

  

  Business Response

  Date: 12/04/2024

  Hello,

   

  We will have a member of our specialist team reach out and assist you. Apologies for the inconvenience you have experienced with our customer service team.