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

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Euro Pro Operating LLC

  178 West Service Road Champlain, NY 12919

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:09/24/2024

  Type:Customer Service 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 Shark robot vacuum this summer and have been using it without issue since that time. Recently the app stopped working. When I open the app, it displays a blank white page. I have contacted customer service two times now and had them call me back. Nobody seems to know how to fix this issue. I have worked with customer service and every time their solution, which I have now performed 9 times, is to remove the app and reinstall it. I have:Restarted my iPhone SE approximately 30 times I have "offloaded" the app 5 times I have reinstalled it after "offloading" 5 times I have deleted the app 9 times, re-downloaded it from the App Store, and reinstalled it I have deleted Safari website cache multiple times I have toggled Javascript on/off I need this app to work otherwise I would like a refund. I am sick of tier 1 CSRs guessing and having me do the same things I have already done multiple times.

  

  Business Response

  Date: 09/24/2024

  Hello Christian
  
  
  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 issue 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
  
  

  Customer Answer

  Date: 09/26/2024

  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 responded to their request with pictures of the bottom of my Shark robot vacuum, the *** address, and what the app looks like on my phone.  I called them back and spoke to a female who was unable to resolve the issue...again.  She then had me install a new Shark Clean debugging app.  I then sent diagnostic data and was told they will call me back with a fix.  I missed the call today and called back.  I was summarily placed on hold with an agent I couldn't understand but after asking a few times, he said he was placing me on hold.  I waited 23 minutes then ended the call.  It's RIDICULOUS that when I call back I have to wait that long to speak with someone that knows how to fix this ******* app.

   
  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,

  Christian

   

   

  

  Business Response

  Date: 10/02/2024

  Hello Christian
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We have had our Tier 2 Robot experts trying to get in contact with you by calling ************ and they have 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

  Customer Answer

  Date: 10/02/2024

  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. 

  LISTEN UP SHARK STAFF!!! - I have spoken to MULTIPLE PEOPLE AT YOUR COMPANY NOW.  Different people keep calling me back, leaving broken and static voicemails where I cannot understand a **** word they are saying.  When I call you back, you place me on hold.  I have worked with someone on your team who had me download a specific build of the shark application, ran it, then sent DIAGNOSTIC DATA to your team.  I have called back twice since then and was placed ON HOLD.  Nobody at your company seems to know what is going on and nobody speaks to other staff, you just keep calling and leaving unintelligible voicemails saying to call you back.  I HAVE!  MULTIPLE TIMES!  NOBODY KNOWS HOW TO FIX THIS. PLEASE HAVE AN ENGLISH SPEAKING ENGINEER PROVIDE CONTACT INFORMATION BECAUSE YOUR TIER 1-2-3 SUPPORT STAFF ARE CLUELESS.
  
  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,

  Christian

   

   

  

  Business Response

  Date: 10/24/2024

  Hello Christian
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  Wehave been advised your issue has been taken over by our *********** team.  An email was sent to your on Oct/23/2024 asking for a good contact time, please review that email and respond.
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/20/2024

  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 hope this message finds you well. I am writing to express my frustration with the ongoing issues Ive been experiencing with a Shark vacuum mop that I purchased last year. Shortly after purchasing the vacuum mop, the original unit stopped working within the first week or two. I contacted your customer service team multiple times, and while they were helpful in guiding me through troubleshooting steps, the vacuum would stop working again by the next day. After trying to resolve the issue without success, the vacuum ended up sitting unused for some time. I have a child, a dog, and an elderly cat who has frequent accidents, making it essential to maintain a clean environment. Both my daughter and I suffer from severe allergies, and she has asthma, which makes cleanliness even more critical for our health. Additionally, I struggle with OCD and anxiety, and having a functional cleaning device is vital to keeping our living space safe and clean. When I finally received a replacement vacuum, I encountered the same issues as before. I originally requested a refund, but ****** directed me to contact Shark, which I did. Unfortunately, I was then sent back to ******. I also attempted to file a claim through the third-party extended warranty I purchased, but it was ********* this point, Im stuck with a vacuum that simply doesnt work, and its causing me considerable distress, even affecting my mental health. Im requesting a refund or, at the very least, a replacement with a different model, as I believe this product is defective and shouldnt be available for purchase. Thank you for your time and consideration. I hope we can resolve this matter quickly. Im happy to provide any additional information or documentation that may be needed.

  

  Business Response

  Date: 09/23/2024

  Hello ****** *******, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you are having issues with your Shark product. We completely understand your frustration and would be more than happy to assist you. We are currently checking into your issues previously so we can get a better understanding about the unit. 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 ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a Ninja Foodi 8qt dual zone 2 Basket Air Fryer with 6 Functions on 1/17/24, we barely used the air fryer due to a chemical smell that comes from the air fryer during use. The smell is so bad that the food tends to have the same smell/taste of the same chemical that is being omitted from the air fryer during each use. I figured it was just the new smell and would dissipate unfortunately the smell is still there. I have my receipt, I reached out to customer service and they offered to trouble shoot. I don't want to keep anything that has the potential to poison myself or my children. I am requesting a full refund for the product.

  

  Business Response

  Date: 09/17/2024

  Dear *******.
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
    Rest assure we will be reaching out to you today to get this matter rectified.
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at Ninja ************** Monday-Friday, 9AM-5PM EST. with your customer number ********.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/13/2024

  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.

  Subject: Formal Complaint Regarding Unjust Order Cancellation and Purchase Ban (Order #************)To Whom It May Concern,I am submitting this complaint regarding the actions of Ninja Kitchen concerning my recent attempt to purchase the Ninja SLUSHi Professional Frozen Drink Maker (Model: FS301).I have been attempting to purchase this product for the past two months, and on September 12, 2024, I was finally able to place an order directly through Ninja's website. I received an email confirming the order (Order #************). However, the next day, I received another email informing me that my order had been canceled with no explanation provided.I contacted Ninja's customer service to inquire about the cancellation and was told that my information could not be verified by their third-party verification system. Despite repeated requests, I was not given any details about this third-party company, nor was I provided with a method to resolve or correct this issue. As a result, I have now been flagged from making any future purchases directly from Ninja Kitchen, and I can only purchase their products indirectly through third-party vendors. Ninja Kitchen has offered no recourse to appeal this decision or remedy the situation.I find this practice to be highly problematic for the following reasons:Lack of transparency: Ninja Kitchen has not disclosed the name of the third-party verification company involved, nor provided any process to challenge or resolve the issue.Unjust business practice: I am now unable to purchase directly from Ninja without any explanation or opportunity to rectify the situation.Absence of customer support: Despite contacting their customer service team, I was given no clear solution or steps to resolve the issue.

  

  Business Response

  Date: 09/16/2024

  Hello ****** ******, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that your account has been flagged. We completely understand your frustration with this matter. We are currently looking into this and will have one of our representatives reach out to you once we have more information. 

  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

• Initial Complaint

  Date:09/13/2024

  Type:Product 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 had a problem with my robovacuum and they refused to replaced the whole thing and sent me a new part to it. The new part had problem with screws and I complaint and they agreed to send me a new robot if I return their robot. Which I did. They sent me a new robot and I didn't receive it. I emailed customer service and it turns out my robot has been stolen in my porch. I had told them sept 7 about the situation and ask for guidance to see what I can do because its an expensive purchase that is stolern. No response from the team. I had family emergency and contacted them through chat Sept 13 and they told me to reach out to local authorities. If I had known this I could have find time to do it so my money wouldn't be gone. They refuse to send replacement. Lack of communication. Defective products. This is very frustrating. Money is so hard nowadays and this is what you get from this businesses

  

  Business Response

  Date: 09/16/2024

  Hello *********,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We had spoke with you on Friday and we have already sent the new Shark Robot.  We have also sent an email today to you, 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
  
  

  Customer Answer

  Date: 09/16/2024

  [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,
  
  ********* Del *****

• Initial Complaint

  Date:09/12/2024

  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.

  Purchased a Ninja Creami a little under a year ago. With a few weeks the outer lid broke. The replacement part has been out of stock for over six months, yet they continue to sell new units. Theres obviously a problem with the outer lid as they are never in stock. So they keep selling new complete units but the replacement part is non-existent. *** joined their wishlist 7x. I never receive any feedback.

  

  Business Response

  Date: 09/13/2024

  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
  
  

  Customer Answer

  Date: 09/13/2024

  [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:09/11/2024

  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 ordered the Ninja ********* Premier Espresso Machine. It said in stock and I selected priority 2 day shipping to speed along the order as I needed the coffee maker quickly. I received a confirmation email. Then, no further emails. I checked order status and see that at the bottom in small writing it says "backordered". I received no notifications from you that the order was backordered. I called to see what was going on 09.10.24 and was told it is back ordered and could take 2-4 weeks to process the order. I asked for it to be cancelled and was told that could only be done by the warehouse and that a ticket must be opened. I was assured it would be handled and cancelled in 24 hours. 24 hours later and no cancellation email. Called again and was transferred to a supervisor. I was told again that they would open a ticket, I let them know one was already created. They checked the system and said an order was created, but that the back office needed to handle this cancellation. I was now told it would be 3-5 business days. I asked why it couldn't just be cancelled as nothing had shipped and it was on backorder, was told that the website shouldn't have even displayed it as in-stock as it has been on backorder for a while now and that even supervisors in customer service are not allowed to cancel/refund orders over $500. What a crazy business practice for a company that often has items that cost above $500. This should be a simple order cancellation and I've never had such a run around for cancelling something on backorder. Also, why wouldn't you let your customers know that something you advertised as "in-stock" is back ordered and they would be waiting weeks for their order? I purchase a lot of shark/ninja items and am not sure I will continue if this is the type of customer service provided when there's an issue. Please cancel my order and stop making me waste time calling your company.

  

  Business Response

  Date: 09/12/2024

  Dear ******,

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

    Rest assure that we understand your frustration and we are looking into this matter so we can get it rectified as soon as possible.
  
    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 17830754.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/10/2024

  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.

  Ordered a Ninja grill from Shark Ninja July ******* order completely arrived July 31, 2024. Used the grill for the first time August 3rd, 2024 with friends, no one was satisfied with the cooking everything burned in mins. The application presetting did not work at all. Called and reported all this so I was advised return all items. Return all and every competent to ***** August 9th, 2024. Got a email on August 26, 2024 that will be refunded that has yet to happen on any level. I dont know why Im still waiting for a refund when I returned everything.

  

  Business Response

  Date: 09/11/2024

  Hello ****** ********, 

  We are so sorry that you have not received your refund for your product. We can completely understand the frustration that you have with not getting your refund. We are currently checking into why the refund has not been issued and will reach out to you as soon as we know more. Rest assured we will get this issue 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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:09/09/2024

  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 ordered the Shark PowerDetect Upright Vacuum with DuoClean Detect Technology on September 3, 2024 from the SharkClean website. I was told my order would arrive in 3-5 business days (September 10, 2024). My initial order confirmation email stated I would not be charged until my items shipped, however, I was charged immediately and my item still has not shipped (and they are unable to tell me when it will ship). I contacted several representatives via chat, who stated my item has not shipped and refused to connect me to a supervisor, and one via phone, who connected me to a supervisor named ********* (ticket #********). At first, ********* argued with me and claimed that ***** had my vacuum and the delay was on their end, but after I told her that not only had I spoken to ***** directly but I was currently on their website and could see the tracking information for the package (stating that a label was created on September 4, 2024, and ***** is awaiting the package from Shark), she decided to claim she never said ***** had the package. Then after stating she would not be able to tell me when it would arrive because sometimes there are shipping delays (it appears from the consumer ratings there are ALWAYS shipping delays and that the 3-5 business day shipping timeframe is a lie), I requested a refund because I do not currently have a working vacuum, nor do I want to live in a dirty house for weeks on end due to Sharks incompetence. ********* told me I would not be able to receive a refund, despite not receiving the product I ordered as promised, and despite Shark charging me for the product before it was shipped (even though Shark stated they would not charge me until the vacuum shipped). She told me if I do not receive the product in 15 MORE business days (a full 27 days - or almost a month after ordering), Shark would then be able to process a refund. How can you not process a refund until its almost a month past the order date? I believe this is a lie.

  

  Business Response

  Date: 09/10/2024

  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:09/09/2024

  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.

  I owned several air fryers in the past. I liked ****. when my last one broke i purchased another Ninja. We set this one in the same place all the old ones were set. within a short period of time it cracked my hurricane window. The lower pain of glass in a double hung window. I called the company fearing a dangerous product. I had the unit set the appropriate distance from the window. Ninja recommended 6 inches and ours was further than that. The company put me through the loops. They required 3 separate estimates from three different window companies. This was hard but i got the estimates and sent them in. I also had to send in pictures of window and counter several times. I had to return the unit. I had to send a statement what happened. They always read my statement wrong as if they did not know what they were doing. I had to re-clairify several times what was clearly spelled out.. Finally they denied my claim due to the crack. They said it should be a spider crack. The internet clearly shows long crack like mind from heat. I sent them several pictures of the internet showing similar heat cracks and told them several times this was a hurricane impact glass window. They would not tell me the credentials of the person who decided, i wanted to know what education he had in this subject because it did not make sense. This is a dangerous appliance and the company will not fix the glass which is under ****** Can you help me? I am now afraid to use any appliances from this company because this serious matter was handled so poorly. I send them in my receipt and they have my unit and i am waiting on a refund. I want a refund and my glass fixed. Hopefully they will redesign this dangerous unit. my ticket number with them is ******** **** Is there a way to send my photos and copy of emails to an email address. My printer broke and I have a mac which does not have the format you wish for uploading??*** I am older over 65 and find this hard to do.

  

  Business Response

  Date: 09/10/2024

  Hello *******************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you are not satisfied with the results of the compensation process. We completely understand your frustration with the matter. We have issued a check for the refund of the cost of the air fryer and the check should be with you with in 4-6 weeks. When it comes to the compensation process as advised by the representative the claim was denied. We did send it off again for another review and the claim was still denied. We are not able to do anything else regarding your compensation case in regard to the window. We will have an agent reach out to you shortly through email to advise about the refund. 

  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