Complaints

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

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SharkNinja has 10 locations, listed below.

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• 

  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  178 West Service Road Champlain, NY 12919

• 

  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 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:05/22/2024

  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 tried contacting the company yesterday May 21, 2024 at around 4 PM for a warranty issue. The company advised me that yes my item is still currently under warranty however, they do not have the parts in stock to warranty the vacuum. I asked ***************** if they could replace it with a comparable model and once I requested this, I was hung up on. This is the second time Ive had to contact customer service for warranty issues. The company said my battery worked fine however, after troubleshooting with the company, it does not work properly still and now the handle broke off the vacuum from normal use.

  

  Business Response

  Date: 05/23/2024

  Hello *******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will be reaching out to you today May/23/2024, at contact number ************ at 9AM your local time.  If we get no answer we will leave a voice message.  We will also send 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: 05/25/2024

  [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:05/21/2024

  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.

  date of order Feb 18, 2024--- ************ order number I ordered a vacuum cleaner on the above date on line. Since this was not the vacuum package that was advertised on tv, I reordered the one that I saw on tv because it was cheaper. I was advised by a customer service person to return the on line order, and I did. However, each month I am charged $73.13 to my credit card which is the installment plan. I call them and after so many days, my credit card is refunded the amount charged. Whenever, I speak to someone, they say that the problem has been fixed, but it has not. I feel like this should not be happening. It is very emotionally draining to be put on hold when I call them. When I ask to speak to a supervisor, they put me on hold and if someone is available, it may be an hour later. Most recently, which is now, I called in and was told that a supervisor would call me back, that has not happened. I want them to stop charging my credit card for a vacuum cleaner that I don't have. I don't know what else to do. Plus, when they charge my credit card, that I am paying interest.

  

  Business Response

  Date: 05/21/2024

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

  Thank you for contacting SharkNinja. 

  We apologize that your payment plan has not been canceled and that you continue to be charged for an item that you do not have. We completely understand your frustration and the importance of getting this issue resolved. We have forwarded this off to have the payment plan cancelled. We will have one of our representatives reach out once the payment plan has been cancelled.

  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: 05/21/2024

  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,

  *****

  Reason for rejection:  The response that I read from Shark said that someone would reach out to me.  So far that has not happened.  And, until my credit card receives the money charged back, I consider this as the same complaint.
  

   

  

  Business Response

  Date: 05/30/2024

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

  Thank you for contacting SharkNinja.

  We are so sorry that you have not received your refund at this time. I can confirm that the refund was issued on May 28th, 2024, and it should be in your account by June 4th, 2024. We are keeping an eye on the refund, and we will have the representative reach out to you with in the next few days to check and see if you have received the refund back in your account. 

  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: 06/06/2024

  [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:05/21/2024

  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 the Shark Vertex cordless Stick Vacuum on July 13, 2023. It started making a very loud squealing noise in April 2024. We called Shark to troubleshoot the problem. The technician had us take a video and submit. He determined we needed a replacement item. On April 20 we were told we needed to pay $20 for shipping. After he took our credit card information, he told us the item was out of stock and it could be up to 4 weeks. I've since called On 5/6/24 and today as the order status says "cancelled". I was told on 5/6/24, that there were a few items in stock and one would be shipped. Today I've been told that my case needed to be escalated. At this point I feel a refund is warranted.

  

  Business Response

  Date: 05/21/2024

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

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you experience with us has not been good and that you still do not have a unit to use. We can completely understand your frustration with this matter. We are looking into why the order canceled and we will have one of our representatives reach out to you soon in order to resolve the issue. Rest assured we will get this issue resolved. 

  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/23/2024

  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 was contacted by ******* from Shark. It was suggested I get an alternative vacuum. I am still waiting email confirmation from shark that the replacement vacuum had shipped. Once I have the new vacuum and am satisfied this is an acceptable replacement I will close this case.
  
  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: 05/30/2024

  Hello ******, 

  Thank you for contacting SharkNinja. 

  We can confirm that we did send an email this afternoon in regard to your order status at this time. We are currently waiting for the unit to ship from our warehouse and when it does, we will be sending you the tracking number through email.

  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:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 8th, I called SharkNinja Customer Support about my ***** Air Purifier that had stopped working (which I had purchased around a month or less prior) went through the unnecessarily long troubleshooting and was ultimately told that a replacement would be shipped to me. It has been 2 weeks, and no email with tracking details has been received, nor any replacement product been received.So I called back.Spent another HOUR on the phone, just to ultimately be told we couldnt find it, so we will need to start over. Such HORESHIT.My time is money. On top of sinking $300+ into a stupid overpriced Air Purifier, wasting MY time after it brakes down like a piece of junk to call in and get LIED to apparently, now yall want me to spend another hour or 2 troubleshooting because **** made a mistake? H*** no.Either yall send me a replacement like Im owed, which yall already agreed to do, or I will take further action. And it will cost yall WAY more than the few hundred bucks that I paid for the unit.So sick of companies these days. I hope they all go bankrupt.

  

  Business Response

  Date: 05/21/2024

  Hello *********************, 

  Thank you for contacting SharkNinja.

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We are also so sorry that your issue has not been resolved and you have been waiting so long for your replacement. We completely understand your frustration with the matter. We will have one of our representatives reach out to you soon in order to resolve your issue. 
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/18/2024

  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.

  This company is terrible. They have a website called sharkninjainsiders.com with an application to try their Shark Flexbreeze fan for free. You had to pay upfront on ************* would reimburse you. On April 22nd I got an email that I was approved for the flexbreeze fan. On April 23rd I got a followup email from Shark confiming my spot. On April 24th I purchased the fan from Amazon. This cost me $215.99 out of pocket. That's a LOT of money. But I figured I would be reimbursed quickly I could then pay it off before my next bill was due.I tried the fan for a few days. I have a nice review written out. Per the email on April 23rd, the instructions are that after repayment I could write a review. I submitted a reimbursement request.On May 2nd at 6:57 pm I got an email saying they received my reimbursement request. The site said I'd get reimbursed within 3-8 business days. I have a screenshot of this.I then got emails on May 7th and May 12th asking for a review. I had not gotten paid yet. On May 13th I sent an email asking for the status of my reimbursement. No response.On May 14th, business day 8, I sent another email to Shark. Explaining I have not gotten reimbursed. No response. I then went on shark's website and sent an email to their customer service & got a response quickly but they didnt understand that my issue was with them not Amazon. I tried explaining more but got no response. On May 15th I sent an email saying it was business day 9 and I have no reimbursement & got no response.I now go to social media on Thursday may 16th. They respond. They confirm that the site I applied to is an actual website set up by the company themselves. They said they'd escalate the ticket. No response. It is now May 18th. Business day 11 16 days since I sent in the reimbursement request. No response ANYWHERE. I understand that some things take longer than expected but we are 16 days out, my credit card bill is due and I have no reimbursement.

  

  Business Response

  Date: 05/20/2024

  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 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 find out what has happened.
  
  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: 05/27/2024

  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 #********. The company acted swiftly to help me resolve my issue. They were very nice along the way. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you Shark!
  
  Regards,
  
  *********

• Initial Complaint

  Date:05/18/2024

  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 shark vacuum online and paid by a **** debit card. The online ad stated l had 30 days to return the item if I was not satisfied . The vacuum stopped working after 2 days. I have called them several times and they keep telling me that they will mail me a pre paid return shipping label. After a month I still have not received it

  

  Business Response

  Date: 05/20/2024

  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 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:05/15/2024

  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 BBQ grill from this company and it was the wrong one. They told me to send it back and ***** came and picked it up. They removed $158.00 of my charge and told me to call back and order the right one. The one i was sent the 2nd time was damaged so I had to be sent another one. I was advised i wouldn&#**;t be charged due to my experience but they&#**;ve started taking payments out on the grill still. I haven&#**;t received the other items that were supposed to come with the grill either. They charged a payment of $108 and i would like it refunded

  

  Business Response

  Date: 05/16/2024

  Hello *******************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you still have not received your refund for the amount that was taken. We can see that one of our representatives is already taking care of this issue and we have escalated the matter to have the refund pushed through. We will have the representative reach out to you soon in regard to an 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:05/13/2024

  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.

  Repeatedly tried to get company to stand behind their manufactures warranty. The item is still within manufactures warranty, and they are denying the claim even though it meets their contracted warranty for manufacturing defects. The product is unusable because of the defect and we are without legal consideration for our investment.

  

  Business Response

  Date: 05/14/2024

  Dear ********,

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

    Rest assured we will be reaching out to you today to discuss 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,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark Robot on March 22nd. That one didn't work, so they sent me a replacement on March 27th. We continued to have trouble connecting it to Wifi and we just weren't happy with it. I called Shark and they approved the refund. I returned the product via Fedx on 4/25/24. They confirmed receipt of the return. I have called and done virtual assistant online more than enough times and my CC still hasn't been refunded. They gave me an escalation #********.They keep telling me they are working on it. I feel like I can't do anything else. I just want my refund and I keep going in circles with them.

  

  Business Response

  Date: 05/14/2024

  Dear ****,

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

    Rest assured, we are looking into your refund and will be reaching out to you today.
  
    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: 05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/10/2024

  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.

  After watching the infomercial, the only package that they showed the entire time was the stratos. True pet + allergen package and advertised it as 6 easy payments Of $44.95 I went to the website listed on the infomercial. Did not notice that the price was different for that exact package. Watched the infomercial again on May 10th Saw The price and realized the difference that I paid was $159 Difference, so I contacted them both the infomercial side and general customer support side on the website, both of which are transferring me and telling me to go back-and-forth that neither of them have control of each other and there's nothing either of them can do, then to be told that the Price for the advertisement on the infomercial was for the basic unit, not for the upgraded package of the true pet + allergen package. I stated that at no point in time. Did they even show the basic package that they only showed the true pet + allergen package and at no point in time did they state Verbally that it was an upgrade to get the true pet + allergen package. It was completely implied that the unit and package you would be getting would be the true pet + allergen package at the 6 payments of $44.95 . Their commercials are very misleading. Like I said at no point in time Did they state that basic vacuum was the One at this price, so it was very easy to come to the belief that it Was the package being shown for the entire segment That would be the price that they were saying the whole time.

  

  Business Response

  Date: 05/10/2024

  Hello *****,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ there was no answer and 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: 05/10/2024

  the business and I have came to a satisfactory resolution to 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,
  
  *******************