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

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

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:10/14/2024

  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.

  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:

  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 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:

  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 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:

  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 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:

  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.

  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:

  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 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:

  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 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:

  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 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

• Initial Complaint

  Date:10/01/2024

  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.

  In June of 2024 I purchased the foodi ninja DCT401 at kohls in ******, **. It worked fine until yesterday when I small fire occurred. I was broiling taco shells on the top shelf and one of them made contact with the coils and a fire started quickly. I was shocked how quick a fire could start because there is no protection from the food and the coils. It's also difficult to see inside to see if there's plenty of clearance. I would like my money back and them to be investigated so it won't happen Others. I reached out to them and they haven't done anything.

  

  Business Response

  Date: 10/01/2024

  Dear Kassondra,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at Shark/Ninja.  We will be reaching out to you shortly regarding this matter so we can get it resolved.
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at  1-877-646-5288 Monday-Friday, 9AM-5PM EST. with your ticket number 18031520.
  
  Best regards,
  
  Barbara on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 10/01/2024

  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 # 22364045. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I want my money back. 
  

   
  
  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,
  

  Kassondra

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/08/2024

  Dear Kassondra,

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

    We would need the proof of purchase stating what you purchased and the amount that you paid for the unit.  The bank statement will not show that it was a Ninja product.
  
  
    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,
  
  Barbara on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/28/2024

  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.

  Bought a SharkNinja Robot Vacuum through ****** on January 20, 2024 . It stopped working well within the 1-year warranty. I called Shark on 9/9/24 to have a representative go through troubleshooting and a virtual diagnostic session with me. They confirmed the unit was malfunctioning and arranged to have a replacement sent out. The representative stated I would receive an email confirmation. By 9/20, I had not recd an email or the replacement so I called again I was told that my claim was escalated because they do not have the robot in the same color I purchased, but I would hear something soon. It is now 9/28/24 and I am now on hold, the representative who placed me on hold twelve or so minutes ago said she can only help with upright vacuums but that they were waiting for me to call back (!!!) so they could send out the replacement. She said she was transferring to someone who could get the replacement ordered. UPDATE: I was left on hold until a new representative came on the line and told me the help center was closed. He had no idea who I was or what I was calling about. He did not confirm my number but stated he would be calling me back (I will note, he did confirm my time zone) At this point, I would like a refund since Shark appears to have no intention to honor their warranty and clearly dont need my businessI will purchase a vacuum from another brand.

  

  Business Response

  Date: 09/30/2024

  Hello ******* ********, 

  Thank you for contacting SharkNinja.

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We completely understand your frustration when it comes to this matter. We are currently looking into the case, and we will have one of our representatives reach out 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 ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 09/30/2024

  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 # ********.

  This is a stock response with a promise for a resolution and a promise for contact and an invitation for me, the consumer, to call the business for a third time. Response was issued without even looking into my issue. 
  

  Confirmation No. 102367059076
  Original Ticket No. 17472380

  
  Regards,
  Chelsea

   

   

  

  Business Response

  Date: 10/01/2024

  Hello ******* ********, 

  Thank you for your previous response. 

  We did have a look at the issue and one of our representatives tried to reach out to you in regard to the issue however, we were not able to reach you at that time. We will have the representative reach out to you again in regard to this issue. 

  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: 10/03/2024

  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. 
  

  Our initially scheduled phone call could not be kept due to my phone being part of the cellular outage that impacted some users at the beginning of the week. I called back in Tuesday and was told that the person I need to speak with was unavailable. That is completely understandable. However, I then went on to reschedule a call for a specific time on Wednesday. I did not receive that call. Frustratingly, I receive a lot of spam calls, particularly now due to the election, so it would mean a lot to me for scheduled appointments to be kept where possible.