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

  
• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  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:04/30/2025

  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 a shark vacuum on 4/27/21 through qvc. This Vacuum stopped working and I called customer service on April 30 at 230 spoke to **** was no help. **** me its discontinued $ nothing he can do. I just loose my money and take a lost. I spent $217 for this ************ only last a few years. I want to speak to **************** on this.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and sharing your experience. We understand how disappointing it can be when a product no longer functions as expected, especially after investing in a high-quality vacuum.
  Weve reviewed your case, and while we regret the inconvenience, we must inform you that the vacuum you purchased on April 27, 2021, is now outside of the manufacturers warranty period and has since been discontinued. As such, we are unfortunately unable to offer a replacement at this time.
  We do apologize if your recent interaction with our customer service team left you feeling unsupported that is not the experience we aim to provide. While we cannot replace the unit, we invite you to visit our website to view our latest vacuum models and current promotions, which may include offers that help offset the cost of a new purchase.
  We understand this may not be the resolution you were hoping for, and we appreciate your feedback. Your comments have been noted and will be shared with our management team for further review.
  If youd like assistance finding a model similar to your previous vacuum or exploring promotional discounts, wed be happy to help.

• Initial Complaint

  Date:04/30/2025

  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.

  My husband purchased the shark mop for me for Christmas. He bought it 11/23. But I didnt start using the product till about 3/24 -4/24. Recently my expensive shark mop wasnt moping anymore. I called shark knowing that I would just need a replacement park. After speaking to customer service the representative told me that they dont have the replacement part for my product anymore. (The replacement part probably cost $2 to make) she told me that my only option is to get a new mop vacuum. This is robbery!!! I have only been using my vacuum for a little over a year and there is nothing wrong with it other than they dont make the part that I need after a year!!! So there only solution was for me to buy another vacuum from them all priced from $700-$1200. They said I could have a 30% discount. So basically I have to just throw out my very expensive current vacuum after a year then spend a thousand for another one because they dont sell my part anyone. This is absolutely robbery.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and sharing your experience. We truly understand how disappointing and frustrating it must be to have a high-value product become difficult to maintain due to an unavailable replacement part, especially after such a short period of use.
  Unfortunately, the model you own has since been discontinued, and the specific replacement part you need is no longer manufactured or stocked through our warehouse. We understand this is not the resolution you were hoping for, and we sincerely apologize for the inconvenience.
  That said, we would be happy to assist in two ways:
  Locate the Part at an authorized retailer: While we no longer carry the part directly, you can search authorized third-party retailers or verified resellers who may still have stock available for model RV2610WFUS.
  Exclusive Discount: If you're unable to locate the part and would prefer to upgrade, we can offer you a 30% discount toward the purchase of a new mop or vacuum from our current lineup. Wed be glad to help you choose the model that best fits your needs and budget.
  We truly value your loyalty and want to ensure you feel supported moving forward. Please let us know how you'd like to proceed, and well do everything we can to assist.

  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. 

    This is not a fair resolution and I will be taking further action until this is resolved. I am also filling a complaint with the ************************ and will be taking this to every other platform possible. This is complete theft. I purchased your product and only used it for 14 months when you stopped manufacturing it? So every customer that paid $400 plus dollar a year ago has no other option but to throw out their new vacuum and purchase another one from you! That is absolutely absurd and illegal! I had my Dyson for 8 years before this vacuum and NEVER had an issue. Never had to pay an extra dime for nothing and had quite a new replacement parts. I am appalled by your company. I have also called to ask to speak to a supervisor regarding this,  and Never received a call back. Meanwhile I have not had a vacum in 2 weeks. I will also not be purchasing from any other 3rd party seller because I trusted shark and purchased from YOU. So why the heck should o have to find a third party seller. So you are responsible for making this situation right. I believe that if you stop manufacturing the parts than every person that purchased this should either get a full refund or a brand new vacuum. I already purchased the vacuum. Believe me I will NEVER purchase anything from shark again after this experience so do not offer me a 30% off discount again!!!
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out and for sharing your concerns. We truly regret that your experience with our product and service has not met your expectations. We understand your frustration regarding the discontinuation of replacement parts for your vacuum, and we sincerely apologize for the inconvenience this has caused.
  We hear your dissatisfaction with the offer previously provided. While our standard policy does not include issuing full refunds or full product replacements outside of warranty periods, we are committed to finding the best possible resolution within our capabilities.

  Again, we apologize for the inconvenience and appreciate your feedback, which helps us improve both our products and customer service.

  Customer Answer

  Date: 05/14/2025

  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; I dont think there is much more you can do for a customer other give them a new vacuum or a full refund after you stop making the vacuum they current have?? What other option would thee be? I have also summited this complaint to the ************************ because this is fraud.

  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/29/2025

  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 have a ninja cookware set, that comes with 10 warranty & upon purchase I registered the product. Ive had to file claims as the cookware set "never stick" , flakes off, coating in the pots and pans chip and then rust. On 4/29/25 I requested a claim for these reasons. The *** is charging $20 shipping for something they promised wouldn't happen and it is within warranty. I refuse to pay for shipping unless I'm returning the entire set which I've had issues with. Claims can not be done all at once either.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and for your continued support of Ninja products. We understand your frustration regarding the flaking and chipping issues with your Ninja cookware, and we appreciate you taking the time to file a warranty claim.
  We want to clarify how our 10-year NeverStick warranty works. As noted in the warranty terms:
  SharkNinja will cover the cost for the customer to send in the unit to us for repair or replacement. A fee will be charged when SharkNinja ships the repaired or replacement product.
  This means that while there is no charge for submitting the product to us under warranty, there is a standard shipping and handling fee for sending the replacement item(s) back to you. We understand that this may be disappointing, especially in light of the performance issues you've described.

  If you would like us to send a replacement, please let us know. 

• Initial Complaint

  Date:04/29/2025

  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 purchased a Ninja AF100C air fryer on April 28, 2025. Upon unboxing, the Crispy Plate was tightly jammed into the basket and could not be removed. I called customer service at 9:17 AM and spoke with a male representative sounding middle age who admitted this is a frequent issue with packaging, and told me to just use a butterknife with paper to pry it out. This advice is not only unsafe but also led to scratches on the crispy plate and damage the non-stick coating(I used the back side of a knife, with a kitchen paper as a cushion, and applied minimal force yet it still caused immediate damage on first contact.). No escalation, no apology, and no formal record were offered. The response was careless and unprofessional.I called again at 9:43 AM and spoke with a different agent who claimed the issue would be escalated, but I received no confirmation, case number, or follow-up. There is no email or written support channel on their Canadian website, so I have no way to verify that my concern was recorded.This is clearly a known design flaw, and the company appears to have no safe, standardized guidance for resolving it. I was only able to safely remove the part by applying oil something the customer service team did not suggest.I am requesting:Formal acknowledgement of this product flaw and complaint;Confirmation that my issue was properly escalated and reviewed by a supervisor or product team;Assurance that customer service agents will be properly trained to offer safe, non-damaging solutions, instead of recommending actions that almost guarantee product damage.(for example, in this issue the customer service would suggest to use oil and plastic that won't damage the sensitive crispy plate instead of knife that is not only dangerous but harmful)

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the experience you had with the Ninja AF100C Air Fryer and the support you received from our customer service team. Your feedback highlights a serious concern, and we want to formally acknowledge and address it.
  First, we regret that the Crispy Plate was jammed upon unboxing, and that the advice provided by our first representative was both unsafe and inappropriate. Using a butterknife, even with a paper barrier, should never be recommended as it risks personal injury and damage to the non-stick coating, as you unfortunately experienced. We recognize that this response was unprofessional, and we are truly sorry for the frustration and damage caused.
  Second, we acknowledge your attempts to escalate the issue, including your second call, and are disappointed to hear that no case number, confirmation, or follow-up was provided. That is not in line with our standards for service or accountability.
  You are correct in pointing out that this issue appears to be a known flaw in product packaging, and we agree that safe, standardized guidance should be readily available to customers and known by our support staff. The alternative method you discovered applying a small amount of oil and using plastic tools, is indeed a much safer and more appropriate solution, and we appreciate you sharing it.
  As a result of your complaint, we are taking the following actions:
  Formal Acknowledgement: Your complaint has been logged and escalated to our product quality and customer care teams for further review.
  Internal Escalation and Training Review: We are conducting an internal review of the guidance provided by our support representatives and will ensure additional training is issued to prevent this type of unsafe advice in the future.
  Confirmation of Case: A formal case has now been created on your behalf. You will receive a confirmation email with your case number and contact details for further correspondence.
  Product Concern Review: Your report has been shared with the product development team to review whether packaging adjustments or supplemental guidance are warranted for future units.
  We truly appreciate your diligence in reporting this and your patience throughout this experience.

  Customer Answer

  Date: 05/07/2025

  [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,
  
  **** ****

  Customer Answer

  Date: 05/29/2025

  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 originally filed a complaint with BBB on April 29, 2025(Complaint # ********), regarding my Ninja AF100C Air Fryer. In Ninjas response, the company acknowledged the following: The crisper plate was jammed out of the box due to a packaging defect; Their customer service advised me to forcefully pry it open with a butterknife (even using a paper barrier), which was both unsafe and caused visible scratches; This was not in line with safety standards, and the support I received was unprofessional; They would escalate the issue internally and follow up with a formal case number and confirmation email. None of these promises were fulfilled. I never received a case number, any follow-up communication, or resolution of any kind. Despite acknowledging fault, Ninja failed to take any concrete action to help me as a consumer. Whats worse, the crisper plate has since developed a visible crack that appears to be worsening. The air fryer is now increasingly difficult to clean, and I am concerned about the potential for microplastics or chemicals leaching from the damaged non-stick surface during high-heat cooking. This is now a matter of product integrity and consumer health. I believe Ninjas original BBB response was performativeintended to appear cooperative and improve their public rating, while avoiding actual accountability. I gave the company ample time to follow through and resolve the issue, but they chose not to. I am therefore requesting: A formal confirmation of my case in writing; A replacement crisper plate for the Ninja AF100C; Direct follow-up by a real representative, not another templated or automated message. I hope BBB will assist in ensuring that Ninja follows through on its commitments to consumers and takes responsibility for defective products and customer service failures. 

  

  Business Response

  Date: 06/09/2025

   

  Thank you for bringing your concerns to our attention again, and please accept our sincere apologies for the inconvenience, frustration, and lack of follow-through you have experienced regarding your Ninja AF100C Air Fryer.

  To make things right, we will be sending you a replacement crisper plate for your Ninja AF100C Air Fryer at no cost. We want to ensure that you're able to use your product safely and confidently.
  Please provide your current shipping address, and we will process the replacement immediately.

• Initial Complaint

  Date:04/24/2025

  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 was gifted a ninja luxe cafe machine. Used the machine a few times and wondered why the machine made such a large mess when purging the water after use. It wasn't until I realized that the steam wand was too far shifted over from the hole the water was suppose to run into. It was also extremely loud compared to a normal machine. I called Ninja and spoke with a customer service agent who did a live video call to verify the machine was indeed faulty. She activated the warranty and told me they would send a new one in 4-5 days. She explained to me that I needed to cut the cord in order to move forward. I told her that I had family in town and I wanted to use the machine over the weekend and that I would call back on Monday after I cut the cord. I did so and disposed of the machine. Ninja then told me they needed a video or pictures of the cut cord, which I did not have due to disposing the machine. So they denied the claim. So my thoughts here... I would like my warranty replacement but more importantly, they claim each individual machine is quality tested before sent out (at least that's what the brochure states) That is in fact a lie! This is a defected machine just BASED ON LOOKS! This is a ploy to customers to make them believe they actually have quality control. Ninja should be liable for these false claims.

  

  Business Response

  Date: 04/29/2025

  Thank you for reaching out and sharing your experience with your Ninja Luxe Caf machine. We're truly sorry to hear about the inconvenience you've encountered and appreciate the time you took to speak with our customer service team.
  We understand your frustration regarding the defective unit and the process involved. While we aim to make our warranty process as smooth as possible, a photo or video of the cut power cord is required to validate the claim and move forward with the replacement. In order to proceed with the warranty claim, we do require photo or video evidence of the cut power cord as part of our standard process. However, if youre able to recover the machine, wed be happy to re-evaluate the claim and apply the warranty accordingly.

• Initial Complaint

  Date:04/23/2025

  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.

  Purchased Ninja Airfryer (sealed in original packaging) from an unauthorized store, registered my product for their warranty. The airfryer has an issue as one side of the wire rack doesn't stay stable and where it is supposed to be. When I called Ninja, they simply denied to do anything since it was purchased from unauthorized store. I understand it was purchased from unauthorized store, but it the new product came in defect, *** it is the responsibility of the brand. I looked over their manual and the manual mentions: "How to get service: If your appliance fails to operate properly while in use under normal household conditions within the warranty period, visit ************************************************* for product care and maintenance self-help. Our **************** Specialists are also available at ************** to assist with product support and warranty service options. So we may better assist you,please register your product online at *************************************************************** and have the product on hand when you ******** to initiate a warranty claim You must call ************** to initiate a warranty claim. You will need the receipt as proof of purchase. We also ask that you register your product online at*************************************************************** and have the product on hand when you call, so we may better assist you. A **************** Specialist will provide you with return and packing instruction information."Of course I did not return the unit right away to the unauthorized store as I thought, Ninja will be able to help me with this as stated under their manual. I do not see anywhere they have mentioned that warranty is only covered if its through authorized dealer. I would appreciate your help in resolving this. If I had known they don't accept warranty for unauthorized stores, I would have purchased only through their authorized stores.

  

  Business Response

  Date: 05/08/2025

  Thank you for contacting us and for providing detailed information regarding your Ninja Air Fryer. We understand your frustration and appreciate your efforts to register the product and follow the steps outlined in our user manual.
  While we strive to support all our customers, we must clarify that warranty coverage is only applicable to products purchased from authorized retailers. This policy is in place to ensure product authenticity, quality control, and support consistency. Unfortunately, purchases made through unauthorized sellers fall outside of our official warranty terms, even if the product appears to be new and sealed.
  That said, we absolutely want to help you get your air fryer functioning properly. If the wire rack is defective or unstable, we would be happy to offer you a discount on a replacement part to resolve the issue, even though warranty coverage does not apply in this case.
  Please let us know the exact part or component you need, and we will assist you with placing a discounted order for the replacement.
  We appreciate your understanding, and we're here to support you however we can outside of warranty.

  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. 

  The issue is not the rack but the unit itself does not hold rack, it doesnt have a hook on the unit to secure on the other side. Also, I do not want to pay for something that came defective from the company 

  

  Business Response

  Date: 05/26/2025

  After reviewing the information, **** confirmed that your unit was not purchased through one of our authorized retailers. Because of this, were unfortunately unable to provide a full replacement under our standard warranty policy.
  That said, we still want to support you. As a gesture of goodwill, wed like to offer you a 30% discount on a new unit directly through us.
  If youd like to move forward with this offer, please let us know and well provide you with the discount code and instructions on how to place the order.

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

  It is not the rack that is the issue, there is no hook on the other side to keep the rack secure. however, I am no longer purchasing any of Ninja products, the warranty information do not specify that it is only valid if purchased from authorized store. This is upsetting to hear from a reputable brand to not support and stand by their defective products. 

  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,

  Hina

   

   

• Initial Complaint

  Date:04/23/2025

  Type:Order 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 Ninja Luxe and 2 months later it broke. I called the company to file a warranty claim. They told me I needed to send the unit back to them and they would send me out a new unit. They only use ****** and in my area, the ** code they gave me could not be scanned. It took a week and several phone calls to finally get them to pick the item up. ***** has lost the package, and the company is refusing to ship out the replacement unit, so I am out both the machine and the $550 I spent on it.

  

  Business Response

  Date: 04/29/2025

  Thank you for your patience throughout this process. We're very sorry for the inconvenience you've experienced with the return and shipping issues.
  We want to assure you that a new replacement unit has been shipped and is scheduled to arrive tomorrow. You will receive a separate email with tracking details shortly, if you havent already. Tracking Number: 288043587528
  We appreciate your understanding and are committed to making this right. If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 05/06/2025

  [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:04/19/2025

  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.

  I ordered a shark vacuum from **************************. is my vacuum.Was never delivered. Shark says it was delivered and signed for by someone I don't even know. Shark also said they're not responsible for lost packages.. all I want is my vacuum that I ordered and spent so much money on.

  Customer Answer

  Date: 04/30/2025

  I have not heard from the business in response to my complaint. I am still looking for my vacuum I ordered. 

  

  Business Response

  Date: 05/02/2025

  We apologize for the inconvenience with your vacuum. As the package was signed for and marked as delivered, we recommend that you contact ***** directly to open a claim with them.

  Customer Answer

  Date: 05/05/2025

  I contacted ***** and was told to contact the seller. I am sick of getting the run around from this Business. All i want is what i paid for. I don't ask for anything i have not paid for. I reject the Business response. No one should be treated like this. The signature they have is not mine and it is spelled wrong. 

  
  
  FAQ
  Business
  Regards,

  ***** *******

   

   

  

  Business Response

  Date: 05/14/2025

  We understand the customer's frustration and are sorry to hear about their experience. However, according to our records and ***** tracking information, the package was delivered and a signature was obtained as proof of delivery.
  If the package was signed for fraudulently or delivered to the wrong person, we recommend that you contact their local law enforcement authorities to file a report. Unfortunately, as we have fulfilled the order and have delivery confirmation, we are unable to provide a replacement or refund at this time.
  We are happy to cooperate with any investigation and provide documentation upon request.

  Customer Answer

  Date: 05/14/2025

  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 do not accept the fact that you stole my money.And the fat that you did not deliver the vacuum to my *********** cannot even spell my last name right on your proof of delivery. If you failed to send my vacuum I will file a complete with the court. I am done being mentally abused by your company.I am done being told that basically i'm a liar. If you have my signature and file , you need to show it. I signed for nothing and and that signature will not match is my signature. I tried to avoid this with your company. 

  I will let the news media know about your company and how you scan people with your vacuums. 

  Sincerely

   ***** *******.

   

   

   

  
  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:04/19/2025

  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 ordered this and they clearly did not deliver it to me. i told the *** i would submit pictures of my actual mail room lobby and my door to show that they clearly just dumped it somewhere. and theyre acting like theres nothing they can do. order ************

  

  Business Response

  Date: 04/29/2025

  Thank you for bringing this to our attention. We understand how frustrating it can be when a delivery isnt completed properly, and we appreciate you sharing additional context and photos to support your claim.
  As a one-time exception, we will go ahead and issue a replacement for order #************. While our delivery partners typically require proof of non-delivery, we want to make this right for you.
  You will receive a confirmation email shortly with the details of your replacement order. If you have any further concerns or questions, please dont hesitate to reach out.
  
  New order number 125005595541

  Customer Answer

  Date: 04/29/2025

  [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:04/18/2025

  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.

  My Third Shark Purchase. Well, Attempted PurchaseLast month (March) on late night TV, I saw an ad for the Shark PowerDetect Upright Vacuum. One of the presenters was Shark|Ninja CEO **** ********. After viewing the ad a second time, I decided to buy the PowerDetect because it has the features I need in order to replace my Shark Infinity vacuum. Finally!So, on March 27th, I logged into my account on ******************************* and placed my order for the Shark PowerDetect vacuum cleaner. At 3:11am on March 27, 2025, a confirmation of the receipt of my order was sent to me.Oddly, at 3:45am on March 27, 2025, an email notice was sent to me that Shark had cancelled my order. I responded by using the Shark websites contact us email page to ask why theyd cancelled my order for the PowerDetect, but of course no response to my query has been received to **********, April 18, 2025 at 6:23am Pacific, I called Sharks customer support number and asked a live person why my order had been cancelled. The answer was more ambiguous than I could have imagined, Our 3rd party order review service determined your order should be cancelled. When asked as to why it should be cancelled, the *** said, Theres no information provided to indicate the reason, but we have to abide by the decision.I am still baffled beyond belief as to how that 3rd party determined my order should be cancelled. Cant be my credit rating, its been over 800 for the last 30+ years. Cant be my political affiliation(s) because I have none. Cant be my arrest record because I never been arrested, prosecuted, nor jailed Its just bizarre. I have no freaking clue! Does seem weirdly discriminatory however

  

  Business Response

  Date: 04/25/2025

  First and foremost, Id like to sincerely apologize for the inconvenience youve experienced with your recent order. I completely understand your frustration and confusion, and Id like to offer a bit of insight into the process that might help clarify the situation.
  When an order is placed, especially for high-value items like the Shark PowerDetect vacuum, it often goes through a series of fraud prevention checks. These checks are typically done by a third-party service that evaluates a variety of factors to ensure that the transaction is legitimate and secure. This is done to protect both customers and companies from potential fraud.
  However, sometimes these checks can lead to order cancellations if the system flags something as a potential risk, even if the transaction is perfectly legitimate. This can happen for a variety of reasons that may not always be clear on the surface. Unfortunately, because these checks are automated, its possible for an order to be flagged unintentionally.
  I want to assure you that this is not a reflection on your creditworthiness, personal history, or any discriminatory factors. It is simply part of the fraud prevention process designed to protect you and all customers. While the decision is made by a third-party service, we always try to review these situations thoroughly and ensure that all orders are handled fairly.

  If you would like to submit the order again, we can definitely help you place the order. Please feel free to contact us at from Monday through Friday from 9am to 9pm and Saturdays from 9am to 6pm.