Business Profile

Wholesale Small Appliances

SharkNinja

Headquarters

Complaints

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

Customer Complaints Summary

1,060 total complaints in the last 3 years.
256 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/23/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 8/12/24 and it shipped on 8/14/2024 via ***** tracking number ************. Received an email from both the company and ***** on 8/19/24 stating the order was out for delivery. As of today the status of the delivery still says 8/19/2024 out for delivery. I called the company two times and both **** told me the order is coming and I cannt receive a refund. Today I called the company and they told me to wait until 9/15 to call back again. I submitted a complaint with ***** case ID# *********** and they responded today saying :Hi *********************, Thanks for reaching out to us about case number C-159993648 Ref-02802!After contacting the station for an exhaustive search of your package, unfortunately it did not give us results, so we ask that you please contact your shipper to initiate the claim. For this reason we will proceed to close your case, our most sincere apologies for the inconvenience.I want the company to take up their product loss with ***** and give me my money back ASAP. I should not have to wait until September when the delivery company has stated they have no idea where the package is.
Business Response
Date: 08/26/2024
Hello *********************,
Thank you for contacting SharkNinja.
We are so sorry that you have not received your unit and now you are looking for a refund. We completely understand your frustration with the matter. We are currently looking into the matter and will have one of our representatives reach out to you once we know more information regarding the refund you are requesting.
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: 09/01/2024
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 . The only acceptable resolution is a total refund for the merchandise that I still have not received. I have spoken with a member of their staff who continues to say I will need to wait for a period of time before I can receive a refund however, ***** has already said That they do not know where the package is thus it will not be delivered to me. I have also provided confirmation of ***** response After their investigation Therefore, I feel a refund should be Immediately returned to me without delay.

FAQ

Regards,
*****

Business Response
Date: 09/03/2024
Hello *********************
Thank you for contacting SharkNinja.
We have refunded your order back to your account. This was done on September 2nd, 2024, and it should show in your account with in 3-5 business days.
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: 09/06/2024

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:08/23/2024
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.
On August 9th, I was requested by a Ninja support agent to return my brand new FS300 Slushie machine because of noises it was making and she said she had placed an order for a replacement machine to be shipped back to **** have made several attempts to find out what is going on both by text and phone call. No progress. It seems that Ninja has trouble locating my returned machine, a replacement machine order was never placed, and no offer of anything to correct the situation except for "you will just have to wait"Because of all the problems even locating my returned machine I request a full and immediate refund as I have no confidence that your company will do anything about it. This is a problem which is 100% the fault of Shark/Ninja.More details in letter attached.
Business Response
Date: 08/26/2024
Dear ****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We have forwarded off your proof of purchase for the refund and will reach back to you when the check has been processed.

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 17604770.

Best regards,

******* on behalf of
Shark/Ninja Escalations Team
Initial Complaint
Date:08/22/2024
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 returned two Shark vacuums after trying them out for two weeks. I decided they were too heavy so I returned them for a refund. I sent them back on Monday August 5 and they received them on Thursday August 8. *** contacted them twice about my refund and both times I get call back in a few days if you havent received your refund. It has now surpassed the as long as 10 business days refund time frame and still no refund.
Business Response
Date: 08/22/2024
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:08/19/2024
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 called sharkninja on Saturday saying I didn't want this order. I was told by customer support that I needed to call ***** and ask them to return to sender. I immediately called ***** and asked them to return to sender. They said they would return to sender. I called ***** again today and they told me to contact the shipper and have them do a return to sender. I have contacted sharkninja again and they told me it's not possible. Sharkninja is a horrible company. Their customer service is all overseas. They can't support american jobs. I want an apology from them
Business Response
Date: 08/20/2024
Hello ***************************,
Thank you for contacting SharkNinja.
We are so sorry to hear that you are having so many issues with getting this order to cancel and then now having issues returning the order. We can completely understand your frustration with this matter. We will be having one of our representatives reach out to you soon in order to resolve the issue that you are having.
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:08/16/2024
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 have a ninja air fryer AF100 which is malfunctioning and smoking when turned on. I have cleaned the unit and tried everything that I can. There is also no way to take apart the unit without voiding the warranty. I purchased this from ******* September 2023. I simply want to get a replacement. I have tried calling and chat and have been unable to get an agent. The Serial number is ************ and my product is registered.
Business Response
Date: 08/19/2024
Hello Desze

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

We want top thank you for speaking with us today and allowing us to resolve this with you. 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:08/16/2024
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.
On 5/31/2024 I bought via online a blow dryer system from Shark Ninja called Shark Flex. I bought the main dryer with several attachments for $328.48 (USD). After I placed the order, I never receive a receipt for the order I placed nor the shipping/tracking information for the delivery was never sent to me. Unfortunately, the product doesn't work as advertised. They said it is easy to use and it would leave my hair looking good. The blow dryer is too heavy, and I do not like how my hair looks after I use their product (I look like a lion). On Monday, August 12, 2024, I called Shark Ninja customer service. They told me that I could not return it because I only had 60 days to return and they passed. I wrote an email to Shark Ninja to explain (1) I never receive the receipt, (2) I never receive the shipping/tracking information, and (3) their website says SharkNinja offers a 90-day money back guarantee.On Tuesday, August 13, 2024 Shark Ninja reply back saying that I was outside of my 60-day return window and that the 90-day return window are only from infomercial orders. I am disputing what Shark Ninja has decided on two grounds:(1)The Shark Flex system website page has written that they offer 60-day money back guarantee or 90-day money back guarantee but I never received the receipt of my order to know in advance the time I had to test the product and return it. Shark Ninja argues that the 90-day money back guarantee is for informercial orders. This distinction is not specified in the blow dryer web page, see copy of the web page attached. This is a deceiving practice. They are selecting which customers are granted ******* and which ones the 90-days. This distinction, if it is true, must be written in their website. When I bought the Shark Flex system, I understood I was going to receive 90-day money back guarantee because I spent a lot of money for the blow dryer system. (2)Till this day, I have not received the shipping/tracking information.
Business Response
Date: 08/19/2024
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: 09/15/2024
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.
In your email you said I should wait 3 days for the warehouse confirmation and 3-5 business days to process the refund. 8 business days have passed and I have not received any response/ communication from you.

Please let me know the status of my refund.

Thank you,
Elizabeth

Business Response
Date: 09/18/2024
Hello *********,

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

We again appreciate your patience with us getting your refund. The refund will be back on the method of payment used with in 3-5 business days. We want to thank you for speaking with us today and your understanding.

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:08/16/2024
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 vacuum cleaner ,And it broke the 1st day I used it. I am trying to get my money back Please. They told me to cut the card and send pictures of it. I did that and now they are refusing to give me my money back. I really need my money back please, because I'm going through some financial problems. Please help me get my money back. Thank you so very much. They told me I can get my money back within the 90 days period if I wasn't pleased with their machine. I've been trying but they are not giving me my money back. This is false Advertising and straight up LIES. Can you please help me.
Business Response
Date: 08/19/2024
Hello *************************,
Thank you for contacting SharkNinja.
We are so sorry that you are having an issue getting your refund back to you. We are currently looking into the matter and having the call pulled for the time that you talked to the representative and was informed to cut the cord for a refund. Once we have the call listened to, we will be able to proceed with the option that was promised on the phone call. We do understand your frustration, but we will have this issue resolved very soon.
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:08/14/2024
Type:Delivery 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.
In July (7-18-24) I contacted Shark Ninja to help me with a Shark Vacuum that was not working properly. We established the vacuum was under warranty and needed a new part. The girl told me I would have to pay for shipping which I did ($16.91) and it was taken out of my credit card on that very same day. I have since called the company twice as the order was placed on "Payment Hold" and nobody there seems to know why. They told me on 8-9 (*******) that they would take it off and all should be well but still nothing, they told me again on 8-12 (****) that it would be taken care of and yet it still says "Payment Hold" when I look up the order so I think I may need some help to resolve this issue otherwise I have to consider this to be fraud as I have now paid for the delivery and it's just not happening.Thank you in advance for any consideration you can give this matter that may lead to a resolution ************************************* ************************************************************************************
Business Response
Date: 08/15/2024
Hello ***********************************,
Thank you for contacting SharkNinja.
We are so sorry to hear that you have still not received the part that was ordered for you, we completely understand your frustration with this matter. We are currently looking into this issue and should have a response soon. We will have one of our agents reach out to you once we know more about what is going on.
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: 08/15/2024
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.

In July (7-18-24) I contacted Shark Ninja to help me with a Shark Vacuum that was not working properly. We established the vacuum was under warranty and needed a new part. The girl told me I would have to pay for shipping which I did ($16.91) and it was taken out of my credit card on that very same day. I have since called the company twice as the order was placed on "Payment Hold" and nobody there seems to know why. They told me on 8-9 (*******) that they would take it off and all should be well but still nothing, they told me again on 8-12 (****) that it would be taken care of and yet it still says "Payment Hold" when I look up the order so I think I may need some help to resolve this issue otherwise I have to consider this to be fraud as I have now paid for the delivery and it's just not happening. Thank you in advance for any consideration you can give this matter that may lead to a resolution ************************************* ***************************************************

As of 8-18-2024 SharkNinja has decided to cancel my replacement part order so this is NOT the outcome I was looking for. I need the part as my vacuum does not work as it should and when I went through this with their ******************** the put in the order for the replacement part see complaint for dates. There is really something wrong here when a company this size cant support the products they are selling to the public

Please advise

Regards

*****************************
Business Response
Date: 08/19/2024
Hello *****************************,
Thank you for your previous response.
We do have an update on the issue that you are having, and we will have one of the representatives reach out to you soon in regard to this matter. Rest assured we will get your 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
Customer Answer
Date: 08/20/2024
[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:08/14/2024
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 ordered a ninja CREAMi on 8/5 directly through the ninja website. My order shows the item was expected on 8/10. I patiently waited a few days after 8/10. We are now 4 days past 8/10 and the only thing that it says under tracking information is expected delivery 8/10. Well thats impossible as we are now multiple days passed that date. I received an email thanking me for registering my device, which I did not do. I receive spam emails and texts constantly. However, No one from the company will contact me. I have tried reaching out via many avenues. I have resorted to commenting all over social media and still no one replies to any comments or messages me. I feel like I am being scammed or like this is a bait and switch company. They clearly do not care about their customers or their image on social media if they allow negative comments to flood their posts. Yet they still continue to post without answering me. I would like an explanation and also a partial refund for this experience. Never dealt with a company who completely ghosts their customers.
Business Response
Date: 08/14/2024
Dar *******,
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 shortly 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.

Best regards,

******* on behalf of
Shark/Ninja Escalations Team
Initial Complaint
Date:08/13/2024
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.
On 08/09/2024 I went to Ninja website I got an alert product back in stock . I add to the cart apply my 10 percent coupon I was given. Go to form or payment I choose Affrim apply for Affrim select and got approve cart was checking out all of sudden pop up out of stock. I called Ninja cause it was not right to have someone apply then item not available. I was told next time to place the order and then call back in and they would credit back the form of payment . On 08-13-2024 got an alert back in stock add to the cart and try to apply my coupon for 10 percent coupon would not work . I placed the order and called Ninja I explained to the *** she asked me for the coupon code I gave it to her. She also stated that coupon was only good for a short time and dont let the customer know. She told me I would get the refund of 30 percent and would get a email in 6 hours. I stated if I was not going to get the discount then cancel the order she said I would. No email came I called on 08/13/2024 was told since I used Affrim that they can only give 20 percent, I explained that is not what I was told and calls are recorded and they are discriminating against form of payment for the discount it does not say anywhere on there site if you use Affrim you can not receive a discount. I told them to cancel the order they said they could not. Cause it shipped and now I have to use my time and gas to take it back. I said no cause I was promised this discount cause on 08/12/2024 before shipping I told the *** if it would not apply to cancel the order she said it would. I want the difference of $31.81 applied. Since they can not ship out the order.
Business Response
Date: 08/13/2024
Hello ***********************,
Thank you for contacting SharkNinja.
We are so sorry to hear that you have not received the full discount that you were promised. We completely understand the frustration that you are having. We are currently working on getting the missing amount issued back to you and we should have this completed within the next few days. Once we have the amount issued, we will have one of our representatives reach out to you in regard to this 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

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