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

  178 West Service Road Champlain, NY 12919

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

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:05/19/2025

  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.

  Purchased through Ninja on August 27, 2024. The Ninja Slushi Professional Frozen Drink Maker (FS301 series). There is a design issue on the Vessel and it collects mold. I clean the device after every use and still collects mold. I cannot use the device anymore due to the mold. I called ninja to get a replacement and they said it was a maintenance issue and not under warranty. I initially spoke with Faith and *********, the supervisor. I bought this device less than a year ago, its still under warranty.

  

  Business Response

  Date: 06/11/2025

  Thank you for contacting us regarding your Ninja Slushi Professional Frozen Drink Maker (FS301 series), and we're sorry to hear about the issue you've experienced.
  We understand how frustrating it must be to deal with mold buildup despite regular cleaning. We appreciate you bringing this to our attention and sharing the details of your experience with our support team.
  Upon reviewing your account, we do see that a replacement vessel was ordered for you on May 22, 2025 under order number ************, and it was successfully delivered on May 24, 2025, at no cost.
  We hope the replacement vessel resolves the issue. However, if you're continuing to experience problems or have any concerns with the replacement part, please dont hesitate to reach out so we can assist further.
  Thank you for being a valued Ninja customer. We're here to help ensure your experience is a great one.

• Initial Complaint

  Date:05/16/2025

  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 my ninja luxe April 10th, I recieved it April 14th. AS SOON, as I unboxed it, I attempted to use it. It did not turn on, I immediently called customer service and they video chatted me so I can show them that it was not turning on in which I ***roduced the issue showing it was not turning on. By their request, I even plugged a working lamp in the socket to prove it was the machine. The ***resentive stated I would have to mail it back, I am 5ft 100 pounds, there is no way I can physically do this. He wasnt willing to help any further. I disputed this with my credit card company in which you guys still said my machine was working in which it was not! This isnt right. I am out ****** $ this is insane and has been an absolute headache! They say the calls are recorded, so if the *** was able to review my video when speaking with my credit card company he should have seen that it was NOT working. This is wrong for them to say there was no issue, when there was video documentation showing there was. Buyers beware.

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and for sharing the details of your experience. Were truly sorry to hear about the frustration and inconvenience youve gone through with your Ninja LUXE unit, and we understand how upsetting this has been.
  We want to assure you that we absolutely stand behind our products and our guarantee. Based on the issue youve described and the video documentation already reviewed by our team, you are eligible for a replacement under our warranty.
  That said, in accordance with our standard process, we do require the return of the original unit before a replacement can be issued. This ensures proper handling, investigation, and tracking of any product defects. To make it easier, we can provide a prepaid ***** return label. The package can be dropped off at any ***** locationand if its physically difficult for you to do so, a family member or friend may drop it off on your behalf.

• Initial Complaint

  Date:05/10/2025

  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.

  A Recall was issued from the "Safety Alerts from the ********************* regarding the pressure cooker lid on my Ninja Foodi Tendercrisp wherein readers were told to "Immediately stop using the multi-cookers pressure-cooking function, discard the pressure-cooking lid, and contact SharkNinja to arrange for a replacement pressure-cooking lid." On May 1st, I left a voice mail; on May 2nd, 4th, 6th, 8th and today (May 10th) I sent an email as directed by the ******************** info and the email I received from ****** as that is where I purchased it. I have not received the courtesy of a reply to any of the above. The recall states that SharkNinja will replace the lid and I am to dispose of the one I have. What can you do?

• Initial Complaint

  Date:05/07/2025

  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.

  Purchased a hair product from Shark clean Canada on May 2/25 for a total of $268.93. This order was shipped by purolator and supposed to have been delivered on May 5/25. I followed tracking, saw A photo of a package-however when I was there I didnt have any package to retrieve. I contacted the courier service and got nothing but condescended to, hung up on and told not our problem if it says delivered. I contacted Shark next as they say to contact the courier first. Although the representative I spoke to was friendly-ultimately I got hurried off the phone by them and told not our problem if it got stolen or missing whatever. So youre out that money and we arent taking any responsibility or helping you as a customer at all. Goodbye. Im furious about this as I was hesitant to purchase in the first place but did because it was a gift. So now Ive been told we dont care and had my money taken and my package. Something needs to be done.

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out and sharing your experience. We sincerely understand how upsetting it is to not receive a package youve paid for, especially when it was intended as a gift and were sorry to hear about the difficulty you've encountered with both the carrier and the situation overall.
  After reviewing your order, we can confirm that Purolator shows the package as successfully delivered on May 5, 2025, including a delivery photo. Based on this confirmation, and in accordance with our policies, we are unable to issue a refund or replacement at this time.
  That said, we understand that this matter may involve a potential theft or delivery error. In such cases, we recommend the following next steps:
  Contact Purolators claims department to dispute the delivery and request an investigation.
  If the package was potentially stolen from your property, we encourage you to file a report with your local police department and reference the proof of delivery provided by the carrier.
  We are happy to assist you by providing any documentation Purolator may require during your investigation or police report process.
  Again, we truly regret the frustration this has caused and want to support you as best we can within the limits of our policy.

  Customer Answer

  Date: 05/08/2025

  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
  Im sorry, Im not okay with your response. Ive already contacted the courier and got no help from them-they were incredibly rude to me for that matter. 
  As much as I do understand you have policies, I know that you also have the ability to do something about this as well. However youre choosing to take zero responsibility instead. 
  Ive paid for this item, I have no received this item and its not okay to me to have a huge corporation hide behind this to allow myself and anyone else that has this happen to them be out money and be left to just file a police report. They arent going to do anything about it other than take note of it. It doesnt solve the problem still. 
  I do appreciate you offering to help with that but again, I have the same information as you do and it seems as though weve hit a wall. 
  I really hope that you can find a way to resolve this with me or make an exception, please. 
  This may not be serious or matter to you as a company if a customer has a package stolen or is out hundreds of dollars or more-but for me, this is very serious. Its frustrating enough not having a gift now and having to put out more money but I really hope youll do something about this. 
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 05/26/2025

  Thank you for your message, and I want to sincerely acknowledge your frustration and disappointment regarding this situation. We understand how upsetting it is to pay for an item and not receive it, especially when the couriers response has added to your distress. Please know that your concerns are being taken seriously.
  While our standard policy does not cover packages that are marked as delivered but reported missing, we recognize that this experience has been particularly difficult and we want to make things right. As a one-time exception, we will be sending you a replacement for your order.
  There will be a shipping fee of $23.68 for this replacement, which helps cover the cost of resending the item securely. If you agree to this, please let us know so we can place the order.  

  Customer Answer

  Date: 05/31/2025

  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
  
  Regards,

  *****

  Hello, and thank you for getting back to me and taking the time to consider the situation-my specific situation and case as a whole-and the circumstances. I want to make sure its acknowledged that I do appreciate this genuinely, as I realize you are busy and that myself and this particular incident is most likely not high on your priorities.

  Id like to make an update that a police report has also since been filed now and nothing has come of it-but it is in the system. Ive heard from purolator and their claims, they again have taken zero responsibility and put it back on you, the shipper and among other things. But taking zero responsibility ultimately and not being of any help.

  Finally coming to the main point of you kindly trying to make things right by offering to send a replacement-however at MY cost to reship. 
  

  Im sorry but Im not okay with this. As I already stated Im currently still out nearly $300 from Shark for the flexstyle tool and as it was a gift I had to purchase another item for the family it was intended for. 
  Im not in willing or wanting to give you as a company any more of my money and I quite frankly at this point would just like to be refunded and be done with this ordeal. Im tired of being in touch with all of these entities trying to resolve this matter and feeling like Im getting the run around. 
  

  Ive since purchased cameras for my door as well to try and avoid going through this again. Please understand that this has been an expensive and upsetting process and Im trying to avoid it happening again if I can. 
  

  please understand where Im coming from and my situation and respect why Im feeling this way. 
  

  thank you  

   

• Initial Complaint

  Date:05/05/2025

  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,Im sorry to bother you with this issue but I am completely stuck. This is regarding order ************, which was a warranty replacement for my Shark vacuum IP3251C. I received the package last week but unfortunately the wrong vacuum was sent to me - I received the model BU3000 instead.I immediately emailed Shark photos of the vacuum I got, including the box, handle, and model/serial sticker. I also called Shark on May 1st and sadly was accused of lying about several things, including that I actually got the correct vacuum - despite all the photos I sent! Even the supervisor I spoke to was unable to provide any reassurance that this will be resolved.I understand that mistakes happen, however I don't understand why I should feel this way and have to defend myself when I did nothing wrong. I'm hoping someone can help me with this.Thank you

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out, and I truly apologize for the frustration and inconvenience you've experienced.
  After reviewing your case, I can confirm that we have sent the correct replacement model for your Shark vacuum. Additionally, a return label has been issued for you to send the incorrect item (BU3000) back to us.
  We understand how disappointing this situation must be, especially given the confusion and miscommunication you've encountered. Please know that it was never our intention to make you feel as though you were not being heard or trusted. Your photos and communication have been received and are appreciated.
  Once the incorrect unit is returned, well ensure everything is properly resolved. If you need any assistance with the return process or have additional concerns, please dont hesitate to let us know.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:05/05/2025

  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.

  Hello, I'm so highly disappointed in Ninja, given the fact I have been a loyal customer and my home has every ********************** product that Ninja offers, on top of having a large social media following and I promote for free these products. Always bragging about Ninja but they have failed to help me the one time I needed it. I placed order for a Ninja slushi machine and was excited to receive and package shows delivered and even a signature by a random name so long story short waant delivered to me and I have no product that I ordered. I literally called customer service within 15 mins of nothing this. I was upset and informed a case would be open. After that I called carrier where they done some research and informed me package was released and signed for my driver. How is that fair?? Why is that okay? I was informed to have Ninja file case and get my money back. I called back and spoke with gentleman for 30 mins and was informed he was submitting my case to get my money back. He didn't say maybe or etc, he promised me I would be refunded and could purchase in store. I'm hoping Ninja does the right thing because this is unacceptable.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out and for your continued support of Ninja. Were truly sorry for the experience youve had especially considering your loyalty and the enthusiasm youve shown for our products. We absolutely understand how upsetting this situation has been and appreciate you bringing it to our attention.
  After reviewing your case, Im happy to confirm that your refund has been processed. You should now see the amount reflected in your bank account. If its not yet visible, we recommend allowing 13 business days depending on your banks processing times.
  We genuinely regret the inconvenience this has caused. Please know your feedback has been shared with our team so we can continue to improve both our service and delivery processes.
  Thank you again for your patience and for being a valued part of the Ninja community. If theres anything else we can do to assist, were here for you.

• Initial Complaint

  Date:05/02/2025

  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 am having an issue where a recall was just done on May 2025. It was on this product:Ninja OP305 Foodi 6.5 Quart Pressure Cooker That Crisps, ************* Fryer with TenderCrisp Technology Multi-Cooker and Fryer All-in-One (Renewed)I sent in information about this to ninja already through ********************* and they havent responded. Also, if you call them it just goes straight to voicemail. I just wanted to know what to do about the recall and what ninja expects us to do. Since I didn't realize this product can burn me. I wasn't sure if they were providing a means to fix anything? I purchased it through ****** and they informed me about the recall, not ninja.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out regarding your concern about the Ninja OP305 Foodi 6.5 Quart Pressure Cooker and the recent product recall.
  Wed like to clarify that the recall applies specifically to the Ninja OP300 series, and not to all Ninja Foodi models. We understand your concern, especially considering the nature of the product and the potential safety risk. Its important to prioritize your safety and peace of mind.
  Since you have already contacted us via email but have not received a response, and due to the current high volume of inquiries which may cause delays, we recommend submitting your information directly through the official product recall assistance portal.
  Please visit the link below so our team can assist in reviewing your unit and providing next steps:
  ******************************************************
  We apologize for any confusion or concern this has caused, and we appreciate your patience as we work to ensure all customer inquiries related to this recall are resolved promptly and thoroughly.

  Customer Answer

  Date: 05/12/2025

  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 contacted the organization and never received a response despite having an affected model of concern.  I sent a screenshot of the models with issues and I believe OP350C0 falls in line with their models of concern.  I am not sure what the fix specifically will be but I would prefer this being dealt with so neither myself or any family members are hurt.
  
  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: 05/26/2025

  Thank you for your patience and for bringing this to our attention. Weve reviewed the information you provided, and we can confirm that your model, OP350C0, does fall under the affected units included in the recall.
  To ensure your concern is addressed promptly and safely, we would like one of our specialists from our dedicated recall support team to contact you directly. Please provide the best phone number to reach you, along with a preferred time frame for the call, and we will arrange for a member of our specialty team to follow up with you as soon as possible.
  Your safety and satisfaction are extremely important to us, and were committed to resolving this matter quickly and thoroughly.

• Initial Complaint

  Date:05/01/2025

  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.

  To Whom It May Concern,I am filing this complaint against SharkNinja Operating LLC due to an unresolved issue regarding a dangerously faulty product and a failure to issue a promised ********* February 2025, my Ninja Creami Model NC301 unit caught fire during normal use. The machine continued to spin while on fire and did not shut off automatically, presenting a serious safety hazard. I had to manually unplug the device to prevent further escalation had I not been home, it could have caused extensive property damage or worse. A product that fails this dangerously should be recalled immediately to protect other customers.After much effort, ********************** eventually agreed to issue a refund if I returned the unit. I followed all instructions and returned the defective product over three months ago. However, I have still not received the refund. Since then, my emails have gone unanswered, and every time I call, I spend 30+ minutes explaining the issue to a new representative. Each one promises to follow up, but no one ever does. There is no follow through or accountability.This lack of accountability and communication is not only disappointing it is alarming, especially given the severity of the safety concern involved. It appears SharkNinja may be intentionally delaying or ignoring valid refund claims, hoping customers give up.I am requesting:A full refund as previously agreed upon An acknowledgment of the fire hazard and a formal response Product safety reporting to appropriate authorities I hope this complaint can help resolve the matter swiftly and ensure other customers are protected from similarly dangerous experiences.Sincerely,****** ******

  

  Business Response

  Date: 05/07/2025

  Dear Mr. **************** you for contacting us and for your detailed message regarding the serious incident involving your Ninja Creami Model NC301. First and foremost, we want to sincerely apologize for the experience you had, both with the product and the subsequent delay in resolving your refund. We take reports of product safety very seriously, and your case has been escalated internally for further review and follow-up.
  Regarding your refund:
  Our records indicate that a refund check was issued on February 25, 2025, as agreed upon after your return was processed. If you have not received the check, it is possible that there was a delivery issue or that the check was lost in transit.
  To ensure we can promptly reissue your refund, we kindly ask you to confirm your current mailing address so we can send a replacement check without further delay.
  Please reply to this message with your address confirmation.
  Again, we deeply regret the inconvenience and concern this situation has caused. We are committed to addressing your complaint in full and ensuring your safety concerns are appropriately reviewed.

  Customer Answer

  Date: 05/07/2025

  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 clearly communicated to your company over five times over the last four months this check was never received.  And you company either hasnt responded at all or given me the complete run around.  Again my address on file is correct at *********************************************************************************;
  

  
  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: 05/26/2025

  Thank you for your patience. We wanted to inform you that a check was generated on May 14th and is currently being processed for delivery. Please allow 4 to 6 weeks from that date for the check to arrive at the address you provided.
  If you do not receive it within that timeframe, or if any of your mailing details have changed, please dont hesitate to reach out so we can assist further.
  We appreciate your understanding and are here to help with any additional questions you may have.

• Initial Complaint

  Date:05/01/2025

  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 two replacement parts for a coffee maker. The parts are listed as compatible with the CM305 model machine we have, but neither part fits. The coffee basket has a groove on the wrong side and cannot slot into the machine. A slot is towards the user on the newly purchased basket, but it is on the opposite side on the CM305 machine.When I open a return due to being sent the wrong items, it wont refund my shipping.The products are not correct for my machine, why am I responsible to pay for the error on your site?

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out, and were sorry to hear about the trouble you've had with the replacement parts for your CM305 coffee maker. We understand how frustrating it is to receive items that were listed as compatible but do not fit your machine.
  Weve noted your feedback regarding the incorrect groove placement on the coffee basket, and we appreciate you bringing this discrepancy to our attention. We will be reviewing the compatibility listing to ensure other customers do not encounter the same issue.
  While we regret that the return shipping costs were not initially waived, you will not be held responsible for errors resulting from inaccurate product information on our site. We are happy to assist in resolving this.
  If you would like to place a new order for the correct parts, we will provide free shipping on your replacement order. Please let us know if you'd like assistance identifying the correct part for your CM305 model, and well make sure you receive exactly what you need.
  Again, we apologize for the inconvenience and appreciate your patience.

  Customer Answer

  Date: 05/12/2025

  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 # ********.
  
  My issue of returning the items and having to pay for shipping or getting a full refund on the initial order was not addressed.

  I would like assurance that a full refund including original shipping cost will be sent to me after providing a prepaid label to send the items back.

  The website doesn't list correct information. The company is huge. I just helped you circumvent more people being upset.

  The least the company can do is what I mentioned above. 

  Regards,

  ***

   

   

  

  Business Response

  Date: 05/26/2025

  To help resolve this, we are willing to waive the second shipping fee to ensure you receive the correct items without any additional cost on your end for that replacement shipment.
  However, as the original items are still being delivered to you and will be received, we are unable to refund the original shipping fee. That fee covers the initial delivery service, which is proceeding as intended.
  We hope this solution reflects our desire to work with you and resolve things as fairly as possible. Please confirm if youd like us to move forward with the replacement shipment, and well take care of it right away.

  Customer Answer

  Date: 05/27/2025

  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 # ********.

   

  Hello,

  Is anyone even reading the problem here?

  You stated that the items haven't been delivered yet. Which is wrong. 
  I want to RETURN THE ***** I BOUGHT AND RECEIVED. They do not fit.

  I do not want to pay return shipping on the items I purchased as a correct fit for my machine.
  They do not fit.
  There is an error on your site.
  
  I am not currently waiting to get anything in the mail. Check the tracking.

  
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:04/30/2025

  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 am on my second Thirsti machine that has stopped dispensing flavour.I called to report it almost 2 months ago (Ticket ********) and said I did not want to go through this a third time and that I would appreciate getting the newer max model that supposedly has resolved this issue. I was told I could but that it wasnt available and I should watch for it to become available then call back. It is still not available on the Canadian site but I do see it on the US site. I would appreciate if something could be arranged otherwise I would like my money back so I can purchase something else like sodastream. Please note that I have moved provinces so address in this complaint is different than where the orders were shipped.Please respond by email not phone.

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out!

  We apologize for the inconvenience, we would have somebody reaching out an assist.

  Customer Answer

  Date: 05/21/2025

  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. 

  Hello, this complaint should remain open. The business has yet to resolve it. I have been waiting for them to get back to me. The one person I spoke to said he was escalating the matter but that was over a week ago. I sent a second email the other day asking for a resolution but haven't heard back yet. 

  

  Business Response

  Date: 06/09/2025

  Hello,
  
  While checking the interaction history, we do not have an update on the expected launch date for the WC2001 model in ******. In the meantime, we have processed a refund of $1.15 for your order, which should be credited back to your card within 3-5 business days as of last thursday.
    
  If you are interested in re-registering for the refill club, we would be happy to assist you with this. We can arrange a phone call to place the order at your convenience.