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Business Profile

Wholesale Small Appliances

SharkNinja

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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SharkNinja has 10 locations, listed below.

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    Customer Complaints Summary

    • 1,061 total complaints in the last 3 years.
    • 255 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 November 27 I purchased the ninja combi oven series 701. We really love this unit. We also own about 5 other ninja products. The other evening one of the fourteen functions stopped working. I called Ninja support. Spoke to a very helpful representative. He was polite respectful and EMPATHETIC. He told me he was sending me a new machine, and a shipping label to me. He said when I receive the machine,between 3 to 5 days, just put the old machine, in the box affix the label and send it Fed Ex.I was very happy until that afternoon. When I did not receive the shipping label,I once again called NINJA. A representative answered ,who I couldn't understand, and she could not understand me. Finally she connected me with a supervisor. She had no empathy or social skills. I explained the situation to ********* proceed to tell me that the earlier associate miss spoke. She now wants me to send in the bad unit and then they will send out a new.I work for a company that is much larger than SharkNinja. We are that size because we believe in customer satisfaction. If one of my associates "MISS SPEAKS" I have to honor what he promised. That is known as customer service.Buyer beware.

      Business Response

      Date: 04/19/2024

      Dear ******,

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

        We are truly sorry regarding your new Ninja being placed on hold and we will be getting this matter resolved today and will also be reaching out to you.

        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:04/18/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against Ninja Kitchen regarding order number ************, which I have yet to receive. Despite repeated attempts to resolve this issue with their customer support team, I have encountered nothing but frustration and delays.On 4/6, I placed an order with Ninja Kitchen for Ninja Deluxe 11-in-1 Ice Cream Maker. According to the tracking information provided, the package was supposedly delivered to my address. However, upon checking the tracking details and accompanying photo, it became evident that the photo did not match my address. Therefore, it is clear that the package was not delivered to me as claimed.Immediately upon discovering this discrepancy, I contacted Ninja Kitchen's customer support team to report the issue and request assistance. However, despite numerous follow-*** over the past week, I have received nothing but generic responses stating that my issue has been "escalated." There has been no meaningful effort on their part to rectify the situation or provide me with a satisfactory resolution.As a consumer, I am deeply disappointed by Ninja Kitchen's lack of accountability and poor customer service. Not only have they failed to deliver the product I paid for, but they have also neglected to address my concerns in a timely and satisfactory manner. This level of negligence and disregard for customer satisfaction is unacceptable.Therefore, I am requesting the following actions be taken by Ninja Kitchen:A full refund for the undelivered order in the amount of $248.16 An explanation for the mishandling of my order and the discrepancies in the tracking information.Assurance that steps will be taken to prevent similar incidents from occurring in the future.I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to ensure that Ninja Kitchen upholds its obligations to its customers. Thank you for your attention to this matter.

      Business Response

      Date: 04/19/2024

      Dear *****,

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

        Rest assure we will be looking into this matter for you 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: 04/19/2024

      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. 

      Shark Ninja sent an email saying that they will look into it but nothing happened. They have been doing exactly the same for the last 1 week but there is no actual action. I still didn't get my refund. 

      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: 04/22/2024

      Dear *****,
       
        We are truly sorry for your experience as customer service is very important to us at Shark/Ninja. We attempted to reach out to you and receiving an error message at ************.  Can you please confirm that this is the correct number and a time we can reach back to you?
       
        We have forwarded your information off, and rest assure we will get this matter rectified.
       
        If you prefer, you can also reach out to our **************** team via phone to ********************** ************** / Ninja ************** Monday - Friday, 9am EST to 5pm EST. with your ticket number 16269987.
       
      Kind Regards,
       
      *******
      Shark/Ninja Escalation's

    • Initial Complaint

      Date:04/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      When you visit the customer service/warranty page on the ********************** website, it directs you to call this number, **************, to get help with your warranty. That number, however, does not connect you to customer service or anyone who can actually help. It connects you to a line where rude phone reps try to coerce your information out of you for a, 'FREE $100 REBATE!!!' They will tell you all kinds of lies to try and get you to give them your information. I had to actually start a chat with the bot on their website and go through an annoying series of unfortunate events to actually find their customer service number which was still a sham that was no help. They didn't attempt to help resolve my issue, instead they just tried to sell me more product. Looks like I now have to replace a whole blender, but I know what brand I WON'T be buying.

      Business Response

      Date: 04/19/2024

      Dear *****,

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

        We are truly sorry to hear you are having an issue with your Ninja and rest assure we will be reaching out to you today to get this matter rectified.

        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:04/17/2024

      Type:Delivery Issues
      Status:
      Answered
      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 4/16/2024, I called Shark/Ninja and ordered a $500. grill. The saleslady sent the grill to ************ instead of my address in **********. When I asked for assistance to get the grill to **********, Shark Ninja staff told me to call Fed Ex and get the shipment changed. I am unable to do this as I am not the shipper.

      Business Response

      Date: 04/18/2024

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

      Thank you for contacting SharkNinja. 

      We are so sorry to hear that your order is going to the wrong address. We completely understand your frustration with this issue. We will have one of our representatives reach out to you today in order for us to resolve the issue that you are having. Rest assured we will get this matter resolved.

      Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.

      Best regards,

      Zachery on behalf of
      Shark/Ninja Escalations Team

    • Initial Complaint

      Date:04/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had the ninja creami for less than a year and have used it maybe 10 times. It no longer turns on. I have tried multiple outlets and nothing. I called the customer support line and my only option is to pay for shipping on a new unit. This is very frustrating that I spent almost $200, use it less than 10 times and then have to pay to ship a new one. This is something that someone should not have to worry about when spending that kind of money.

      Business Response

      Date: 04/17/2024

      Hello ****,


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

      We want to thank you for speaking with us today about your Ninja Creami.  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:04/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 given a Shark HyperAir IQ for Christmas 2022 that came with a 2 year warranty. 8 months into using it it malfunctioned and was replaced under warranty by Shark. 8 months later the replacement is malfunctioning in the same way but Shark is refusing to replace it saying the replacement hairdryer only came with a 6 month warranty. I still have not had a functioning hairdryer within the original warranty period. Shark should stand behind their products and their warrantys and replace this second malfunctioning hairdryer.

      Business Response

      Date: 04/12/2024

      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 ************ and 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:04/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 this vacuum less than a year ago, I called Shark customer service and was told by the ******************************* that she would have to charge me for the replacement part. That is not exceptable when the part not connecting is a magnet, that is a manufactured defect.

      Business Response

      Date: 04/12/2024

      Hello ********,


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

      We want to thank you for speaking with us today and allowing us to resolve this issue with you.

      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:04/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The pitcher has hairline cracks in all four corners of the blenders pitcher. I called the factory. The machine is in warranty but they dont warranty the plastic pitcher. They basically told me I would have to pay $64 for the replacement and $17 shipping for total cost of $81.00 I find that an insult since the product is less than six months old and is clearly a manufacture defect in the plastic. After pressing the issue with the company, they still wanted me to pay for shipping and handling, which I do not feel I would have had to pay with any other company. If theyre gonna replace the item they need to include shipping. Otherwise, the warranty is no good.

      Business Response

      Date: 04/11/2024

      Dear *******,

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

        Rest assure, we will be reaching out to you today to get this matter resolved.

        Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.

      Best regards,

      ******* on behalf of
      Shark/Ninja Escalations Team

      Customer Answer

      Date: 04/14/2024

      [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:04/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May ******** I am writing to file a formal complaint regarding my recent experience with the Ninja Food Processor, which I purchased brand new with a warranty approximately three months ago. I am incredibly disappointed and frustrated with the quality and durability of this product. Within a short period of time, the grating disc plastic centerpiece of the shredder broke, rendering the product unusable. It is important to note that the shredder was used in a normal household setting by two retired individuals and has not been subjected to overuse or misuse. The defective product disengaged well within the reasonable wear and tear time frame expected for a product of its age and intended use. Upon contacting Ninja regarding this issue, their proposed solution was to replace only the shredding disc, but at the cost of shipping. I find this resolution wholly unsatisfactory and unacceptable. Not only have I already paid for this product once within the last 90 days, but to be charged again for a defective component of the product is both unreasonable and reflects poorly on Ninja's business practices. Furthermore, I am deeply concerned that if I were to purchase products from Ninja again it raises doubts about the ninja product's overall quality and reliability. How can I, as a consumer, trust that this is not a faulty product altogether, and that a similar issue will not occur again in the future?As a consumer, I expect products from reputable brands like Ninja to be of high quality and durability. However, if I am to expect that Ninja products will only last for a mere 90 days before falling apart, it begs the question of why anyone should continue to invest in their products in the future. I urge Ninja to reconsider their replacement policy and provide a more reasonable solution, such as a full replacement of the defective product at no additional cost. There is no telling what this has done to my food processor or what further damage will occur to the other grates. Additionally, I would appreciate a response within a reasonable timeframe outlining how Ninja intends to address this matter.Thank you for your attention to this matter. I look forward to a prompt resolution.

      Business Response

      Date: 04/10/2024

      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 ************ and 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:04/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought a shark detect pro stick vacuum on December 31, 2023. Today is April 8, 2024 so I have owned the vacuum for less than four months. I spoke with somebody troubleshooting and they told me that it was the bottom part of the vacuum that was not working and wanted to charge me 47 dollars for replacement part plus shipping I was then transferred to somebody else who after telling me they couldnt trouble shoot any more then decided to trouble shoot again and addressed the suction issue who told me that it was the top part of the vacuum that was not working which was covered under warranty but I needed to pay 17 dollars in shipping. The vacuum is made up of three pieces, the bottom, the wand and the top piece within three months the bottom piece broke and the top piece broke but they will not replace the vacuum and want me to pay almost 100 dollars to fix a 300 dollar vacuum I bought just over 3 months ago. I will never buy another shark product. A 300 dollar vacuum shouldnt break in 3 months the only piece that according to the customer service is functioning properly is the wand a plastic tube that connects the 2 parts. Absolutely insane.

      Business Response

      Date: 04/09/2024

      Dear *******,

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

        We are truly sorry to hear you are having an issue with your Shark Vacuum.  Rest assure we will be reaching out to you today to get this matter rectified.

        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

    SharkNinja is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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