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Business Profile

Wholesale Small Appliances

SharkNinja

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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SharkNinja has 10 locations, listed below.

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    Customer Complaints Summary

    • 1,058 total complaints in the last 3 years.
    • 254 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2024

      Type:Delivery Issues
      Status:
      Answered
      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 3 vacuums and 1 mope the 3 with problems unbelievable, I contacted the company but without a resolution Shark Stratos Corded Stick Vacuum Model Number:HZ3000 Purchase Date:Dec 31, 2023 Store of Purchase:********** Warranty Expiration Dec 31, 2028 (1532 days left)Shark HydroVac XL Model Number:WD101 Purchase Date:Dec 12, 2023 Store of Purchase:Warranty Expiration Dec 12, 2026 (783 days ************************ User Manual Three (3) ************ Warranty Order detailsOrdered on May 5, 2024 (1 item)Shark WS640AE WANDVAC System, Ultra-Light Powerful Cordless Stick Vacuum with HEPA Self-Empty Base, Anti-Allergen Complete Seal, Self-Cleaning ****************** Crevice Tool, White/Blue (Renewed)Shark Order placed April 2, 2022 Total $137.98 Ship to *** ***** ****** Order # ***-8431936-2597811 View order details View invoice

      Business Response

      Date: 10/21/2024

      Dear *** *****,

        We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

        We will be reaching out to you today to discuss this matter and come up with a resolution 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. with your ticket number 18227877.

      Best regards,

      ******* on behalf of
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/15/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spent 2 hours on the phone with a ninja customer service agent seeking a replacement set for a pot and pan set I purchased less than a year ago that is peeling and becoming non usable. The coating around the rim is peeling off into the food I cook. After speaking to a manager she said that she will send me a replacement set. I was emailed a tracking number and was told I would receive my new set in 3-5 days. It's been over a month and order is still pending. It was a very frustrating process the customer service was horrible and tried to deny my life time warranty on a $300 set i had only used for 11 months. I would like my new set or to be reimbursed so I can purchase a new set.

      Business Response

      Date: 10/16/2024

      Dear ******,

        We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

        We are truly sorry that you have not received your order.  When we search your order number it shows that there is no stock and is on back order.  We will be reach out to you today to discuss this further.

        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
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/14/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Made a return to shark ninja. They received the item on July *******. Shark is neglecting to issue me a refund. I have contacted them numerous times and they stated that they do not know why the system hasnt issued a refund. They open a case and say it will be reviewed and that I should get refunded but I never receive anything . Reference # ********

      Business Response

      Date: 10/14/2024

      Hello ****


      We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

      We want to thank you for speaking with us today.  As we mentioned we will be in contact with you as soon as we hear back from our financial department.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

      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
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 shark vaccum on 9/10/2024 for myself as a birthday present. I absolutely loved it until today it stopped suctioning. I went to ******* but it was past their 30 day return policy so I then contacted shark. They told me that since I didnt purchase a warranty within the first 30 days from shark theres nothing they can do for me.

      Business Response

      Date: 10/14/2024

      Hello Hannah


      We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

      We just tried calling 608-449-2427 there was no answer so we left a voice message.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

      Should you have any further questions or concerns, please do not hesitate to contact us by phone at 1-800-798-7398 Monday-Friday, 9AM-5PM EST.


      Best regards,

      Randy on behalf of
      Shark/Ninja Escalations Team

      Customer Answer

      Date: 10/14/2024

      [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 #22418098. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 



      Regards,



      Hannah Harris

    • Initial Complaint

      Date:10/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Foodi XL Air Oven It's beautiful however after about 3 months the item just stopped working and I dunno why. It's in MINT and I mean MINT condition. Its on a name brand ******* surge protector. However when you turn on the oven you smell this like burning plastic smell so I've totally turned it off and unplugged it. It was working just fine the other day I don't even understand what's going on. I'm disability so I'd never be able to afford something like this again as it was a gift to me. I'm really heartbroken can someone please help me I have the serial number and even the original box. I wish I would have just got the Ninja blender instead maybe this wouldn't have happened. I really want one of those so bad I love you're guys products. Anyways could someone please email me at ****************** or call me at ************ it's easier to email me though either at that email or the one listed on my complaint

      Business Response

      Date: 10/14/2024

      Hello ****


      We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

      We just tried calling ************ there was no answer so we left a voice message.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

      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
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 my Ninja Foodi Grill in March of 2024! Forty-five days later it gave me an error message to close the lid when the lid was already closed. The grill randomly began randomly sending that error message. I called back in May 2024, and the associates that I spoke to today, clearly admitted they had record of the call. I was able to do a video chat with the associate I spoke to back in May 2024. The shark ninja *** advised that the error message was random and just try to open and close the lid again if it happens. This continue to be a random issue up until October 5 2024.When I called back today, October 10, 2024 and explained the situation they advise that they had record of the car from before. I also did a video chat which showed the error message, a permanent error message, meaning the product doesnt work. The ***resentative then advised me that my warranty ran out the day that I called in to them, which made no sense. I explained that that was impossible because the previous ***resentative told me to call back if this error message occurs again. I explained to them that I purchased this ninja foodie grill back in March 2024. The ***resentative became argumentative and said that the warranty was registered for May 2023 a year from the date that I spoke with them, I feel like I am being scammed. There is no way possible that the warranty would have went back this far because I did not move into my apartment until March 1, 2024. I did not purchase it until after I moved into my apartment and I think its very ironic , that my warranty would have went out to date for my first point of contact. The ***resentative placedme on hold for over 35 minutes and said that he would escalate the issue. I talk to the escalations team they told me the same thing and then they told me they would have someone reach out to me from higher escalations. I simply want every ***lacement or my money back and I am tired of wasting my time with this company.

      Business Response

      Date: 10/11/2024

      Dear Jasminn,

        We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

        We will be reaching out to you today to get this matter resolved for you.

        Should you have any further questions or concerns, please do not hesitate to contact us by phone at  **************  Monday-Friday, 9AM-5PM EST. with your ticket number 18133021.

      Best regards,

      ******* on behalf of
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello, I purchased a Shark HydroVac Cordless 3-in-1 cleaner and have used it twice in the time I have purchased. I have tried to reach out to customer assistance to get a refund as I am not satisfied with the purchase numerous times via their support "chat now" option, where it will have you wait for a member of the team to join to no avail. Once you've waitied for someone to join, it will give you a phone number to call to get support as all of the support team "is busy assisting others". I've tried reaching out numerous times via chat and phone to no avail. Finally, after numerous attempts, I've gotten in contact with someone and explained the unfortunate nightmare of trying to get in contact with them and their response is it is passed 30 days. I reiterated numerous times that I've tried to contact them numerous times to get this resolved in the time period to no avail.

      Business Response

      Date: 10/10/2024

      Hello ***** *********, 

      Thank you for contacting SharkNinja. 

      We are so sorry to hear that you are having issues getting your issue resolved. We completely understand your frustration. We recently had one of our representatives tried to reach out to you and we went to voicemail. We will have the representative reach out again tomorrow to discuss the matter. 

      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,

      Zachery on behalf of
      Shark/Ninja Escalations Team

      Customer Answer

      Date: 10/15/2024

      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. 

      Hi, thank you for attempting to reach out. I did receive the follow up call, as I did not expect the first call but have been on the lookout since I've received this response and haven't gotten any follow up calls. I am looking to get this resolved asap. Please give me a call or let me know when I can expect a call so I can be prepared. 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,

      Paola

       

       

      Business Response

      Date: 10/17/2024

      Hello ***** *********, 

      Thank you for speaking with me today. 

      We are again so sorry that you are not happy with your purchase. We completely understand the reason for the return. We hope that you continue to shop with us. 

      We hope you have a wonderful day. 

      Regards, 

      Zachery 

      Shark/Ninja Escalations Department 

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 robot vacuum has not worked as it should since I purchased it. I have made several calls to the company telling them it is defective . I have asked for a refund or replacement. Everytime I call I am told to turn it off and back on. The robot will start working and the agent says the issue is resolved. It will only work for a short period after the restart. The vacuum continues to die somewhere in the home and I have to go find it. It does not return back to its home. It does not vacuum in the direction it should. It does not go home when told. The battery does not last as it should. I own several Sharks Ninja products that have lasted for years, this one hasn't lasted a few months. I would like a replacement or a refund.

      Business Response

      Date: 10/09/2024

      Hello Tongia


      We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

      We just tried calling 864-404-0407 there was no answer so we left a voice message.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

      Should you have any further questions or concerns, please do not hesitate to contact us by phone at 1-800-798-7398 Monday-Friday, 9AM-5PM EST.


      Best regards,

      Randy on behalf of
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:10/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Professional Kitchen Blender with Auto IQ registered the product with a guarantee number ********* and told them that the large jar cracked with the first time use, called them to get a replacement and I was told that they dont replace the Jars that I need to purchase another one when I paid for something free of defect.

      Business Response

      Date: 10/08/2024

      Dear *******,

        We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

        We will be reaching out to you today to get this matter resolved.

        Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST. with your ticket number 18100463.

      Best regards,

      ******* on behalf of
      Shark/Ninja Escalations Team

      Customer Answer

      Date: 10/09/2024

      [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:10/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 PB051 Single-Serve Pods and ***************** Coffee Maker in January of 2024, and within three months of having this product, it stopped working. I contacted ninja, and they told me to try maintenance on this product, which I had already done, and to no avail. I want to get an answer on this, because I paid money for this product and I am unhappy that it just stopped working on me like this.

      Business Response

      Date: 10/07/2024

      Hello Andrew Biroc, 

      Thank you for contacting SharkNinja. 

      We are so sorry to hear that you Ninja coffee maker is not working and that you did not get a resolution for your issue when contacting us. We can completely understand your frustration. We will have one of our representatives reach out to you soon in order to resolve your issue. 

      Should you have any further questions or concerns, please do not hesitate to contact us by phone at 1-800-798-7398 Monday-Friday, 9AM-5PM EST.

      Best regards,

      Zachery on behalf of
      Shark/Ninja Escalations Team

    SharkNinja is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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