Complaints

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

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SharkNinja has 10 locations, listed below.

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  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

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:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark vacuum cleaner on Amazon. It was extremely hard to push. Shark told me to discard the vacuum and sent a different model which died immediately after turning on. I promptly shipped the second vacuum cleaner back to Shark and have the Fed Ex tracking number.Today I received a replacement vacuum. It ran well for 1 or 2 minutes, but then stopped and again was extremely hard to push forward. I adjusted the suction but it did not help. When I pulled it back, the cord was damaged. I explained all this in a telephone call to Shark today, who told me it was not covered under the warranty because the cord got damaged. I tried to explain to several representatives that it was not operating correctly which lead to the cord damage but they did not care. I paid for a vacuum and received three defective vacuums. Shark proposes to charge me for a replacement part or a new vacuum but could not tell me the cost. I have never had issues like this with any home appliance before.

  

  Business Response

  Date: 07/08/2024

  Hello ***********************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you are having issues with your unit. We completely understand the frustration that you are having when getting your issue resolved. We will have one of our agents 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:07/02/2024

  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 6/11/22, I purchased a Shark Vertex Pro Powered Lift-Away Cordless Vacuum directly from thier website. The product comes with a 5-year warranty. However, I encountered issues with the vacuum and contacted SharkNinja's customer service multiple times, spending numerous hours troubleshooting. On 5/31/24, a video call confirmed my vacuum unit was defective and needed replacement. SharkNinja took my credit card details and charged me for shipping. I was then instructed to return the defective unit using a provided return label. A new replacement order (#************) was created and visible in my account. ********************** received my defective unit on 6/17/24. Despite receiving my returned unit, the replacement vacuum has not been shipped. I have made multiple follow-up calls to customer service. Initially, I was told there was an error on their end, but the issue would be resolved and the replacement shipped shortly. Each time I called, the status remained pending. Subsequent calls to customer service were met with apologies and assurances that the replacement would be shipped. Agents pretended not to have any record of my previous calls or notes, causing me to repeat the entire issue each time. They claimed to escalate the issue to their internal team, promising shipment within two days. Despite these promises, no action was taken. On 7/1/24, I received a call from customer service apologizing for the delay and promising shipment through ***** that night. As of today, the status of my replacement order still shows as pending. SharkNinja's customer service has been horrendous in handling my warranty claim. Their agents show no accountability, and the lack of proper support channels, such as an email address, adds to the frustration. This BBB complaint is my last attempt to resolve the issue before considering further action, taking the matter to a consumer court. I believe SharkNinja is engaging in unethical business practices by not honoring their warranty commitments.

  

  Business Response

  Date: 07/03/2024

  Hello *********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you still have not received your unit even though we have the unit. We completely understand your frustration with this issue, and we will get this resolved for you. We are currently looking into the matter, and we will have someone reach out once we know more about why the order has not shipped. 

  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:06/28/2024

  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 several items from Ninja on June 21, 2024. On June 27, 2024 I received one item from the order that was completely opened. It was the Ninja Woodfire Outdoor Oven. I paid over $300 for this item and ***** broke the shipping straps that was used to keep the box closed. When I went out to get this from my porch the box was completely off and the product exposed as I am sure had happened many times before this since there was nothing holding it anymore. I called Ninja and requested this one get picked up and a new one shipped to me so I could have one that was not opened. They told me there was nothing they could do. Then they wanted to have access to my phone to look through my camera which I refused for security reasons.

  

  Business Response

  Date: 07/01/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you have received one of our units in the condition that the box was in. We completely understand your frustration with this matter and would be more than happy to help you getting this issue resolved. We will be having one of our representatives reach out to you soon in order to assist you with the resolution. 

  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: 07/01/2024

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

  No one has contacted me. I have called and sent numerous emails and each one is the exact same message that was sent in this. I paid nearly $400.00 for a new Ninja Outdoor Oven and I received one that was used and previously returned because it was opened. There was no shipping straps or any other secure methods that would be used to keep the box closed had it been a new item. I paid for a new item but was sent a used one but was charged for a new one. This is fraud. I want a new unit shipped to me and them to take back the used one they sent me.
  
  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: 07/03/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We reached out this morning however we did go to voicemail and left a message explaining what will be done in regard to your issue. We can see that a replacement order has been placed and a collection has been ordered for your oven. We will have the representative reach out again soon in regard to everything.

  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:06/27/2024

  Type:Sales and Advertising 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 ordered a new Shark HC 502 3 in 1 Air purifier in December and gave as a gift. It was only used for a couple months when it started making a loud noise and wouldn't clean the air anymore. I contacted customer service and they made me do all these things and it didn't fix the problems, so they determined it was a warranty claim and had me cut the cord on mine and they were going to send me a new replacement. I received the replacement and it was not the product I owned. I was sent a HC452 3 in 1 air purifier instead which is a smaller design that only covers up to 500 square feet. The one had purchased covered 1000 square feet which is the reason I had purchased it. When I contacted Shark to tell them I had been sent the wrong product, I was told that they didn't have mine in stock so they sent me the HC452 instead without notifying me. They were aware that the product was not an equal to my original purchase. The coverage is smaller, the color is different and the price was a lot less than what I had paid for mine. They told me they didn't know when my model would be in stock again, so I suggested sending me another HC452 so between the both products that would cover what I had in my original purchase. She told me she couldn't do that. They offered me a bigger machine that covered 1400 square feel but did not have the 3 in 1 like I bought so that was not comparable either. I then asked to just have one sent to me when it came back in stock and they said not possible. I asked for a gift card for the price difference and was told that was not an option either. I only had one option to keep what they sent me or send it back and take the other model that also wasn't comparable to what I had bought. Its pretty sad that they made a bad product and when it was time to warranty it then they couldn't make it right. So now I am out the money I spent on the bigger model and stuck with the smaller model I didn't want.

  

  Business Response

  Date: 06/28/2024

  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: 07/03/2024

  
  
  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:06/27/2024

  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.

  $11 for two little rubber rings. PLUS $10 SHIPPING!!!!

  

  Business Response

  Date: 06/27/2024

  Dear Ght,

    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 as soon as possible to discuss 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,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:06/25/2024

  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 have returned the merchandise that was not going to work as intended. The company Shark has there merchandise and my money ($410.76 for robot vacuum). I have tried numerous times to call Shark and have gotten nowhere with Shark ***************

  

  Business Response

  Date: 06/26/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you have not received your refund. We completely understand your frustration with this matter, we recently tried to reach out to you regarding your refund and will have one of our representatives reach out to you again soon in regard to your 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

  Customer Answer

  Date: 06/26/2024

  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. 

  [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,

  ******

   

   

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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.

  Ninja uploaded 2 videos advertising a Grill with several free accessories and a 40% discount. When you click on the link provided in the ******* description, it takes you to Ninja's website but the offer is no where to be found. When you try to purchase just the grill both codes are showing as invalid. Numerous customers in the comment section also voiced the same concerns that the codes were invalid and the offer was no where to be found. I called customer service and they said they couldn't do anything. I played the video for them live over the phone so they could hear the audio and they still said they couldn't do anything. Ninja said to reach out to them on ******** with concerns but they do not respond. This is a scam / false advertising to get customers to their website, it's deceptive. I wouldn't care except I've been wanting this grill for a long time, so this was a let down. I've included the links below. ************************************************* *************************************************

  

  Business Response

  Date: 06/21/2024

  Hello **************************************, 

  We are so sorry that the discount code is not working. We can completely understand your frustration with this matter. We are currently looking into what is the issue with the offer and will reach out to you when we do know more. Rest assured we will 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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 06/23/2024

  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 received an email from ******* but he had said he reached out to me and my number was busy. I did want to talk to him, I wasn't sure where the number in the email came from. I noticed both the ******* videos have been removed. I will follow up with ******* on Mon or Tues when he is back in. 
  
  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: 07/03/2024

  Hello **************************************

  Thank you for contacting SharkNinja. 

  We do have an update in regard to your case and we will be having the representative reach out to you soon to provide the update.

  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:06/19/2024

  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.

  On May 31st I purchased a grill bundle which included the grill, stand, and cover from SharkNinja for $676.26 including the tax. On June 1st the stand landed on my doorstep without the grill and cover. I phoned on June 3rd to see when the rest would be coming only to be told that they did not have it and had no idea when they would get it. I requested a refund and sent the stand back via Fed Ex prepaid label that day. The company received it in *********** on June 4th and it was signed for upon receipt. It is now June 19th and I have not received the $676.29 back. I have contacted them via phone, email, and social media PM and keep hearing meaningless platitudes and being told that they are escalating my case. Nothing has happened. I want my refund.

  

  Business Response

  Date: 06/20/2024

  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 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: 06/20/2024

  [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:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shark vacuum from ******** It is defective and the company agreed I needed a replacement part. They want $100 to ship it to me even though it is under warranty and wouldnt cost anything if I lived in the ***. I live in ******, it is a state in the *************.

  

  Business Response

  Date: 06/19/2024

  Dear *****,

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

    We will be reaching out to you today to discuss the process for your Shark Vacuum.

    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: 06/19/2024

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:06/18/2024

  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 contacted them about an issue I was having with one of their products. I put the machine through a clean cycle, which it worked fine prior to that, and now ever since it will not brew individual cups of coffee only full pots. I contacted them and got NOTHING. Only a question asking me if I put it through a 2nd clean cycle, which I had. They told me there isn't any other trouble shooting that I would have to buy a new base at half price, $99, since the machine is out of warranty. I DIDN'T HAVE A PROBLEM WITH IT UNTIL THEIR CLEANING CYCLE SCREWED IT UP. This coffee maker cost over $200 at ******. I will throw it away and lambast their product and their customer service every place I can on the internet before I pay $99 for a new base and they don't even attempt to try and work with me to figure out why the cleaning cycle screwed it up.. A darn $15 Mr ****** lasted me over 20 years. Ninja DualBrew ******************** System .Model Number:CFP301

  

  Business Response

  Date: 06/19/2024

  Dear *****,

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

    We will be reaching out to you today to get this matter resolved regarding your Ninja Coffee Maker.
  
    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