Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,065 total complaints in the last 3 years.
- 259 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/06/2024
Type: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.
Received a Ninja Thirsti for Christmas 2023 and have had to purchase CO2 repeatedly due to a leak internally. Spent well over $100 on refills. Contacted customer service about warranty and will not send me a new one until this one is returned. I offered to give a credit card to hold until this defective one is returned. Ninja wants me to purchase a box to ship it back to them in. Highly disappointed in the customer service I received.
Business Response
Date: 04/08/2024
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 TeamInitial Complaint
Date:04/05/2024
Type: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 VacMop and it was delivered on December 15, 2023. I used it twice and I was able to get the unit to charge. The next time I tried to charge it, the charging adapter did not work. I borrowed my daughters charge adapter to find out whether the issue was the unit itself or the charger. It was just the charger. I contacted Wal Mart - they told me I had to contact Shark/Ninja to request the replacement charger. On March 9th I called Shark customer service line. ******* there wanted me to get the unit by the phone and conduct a video call so that they could troubleshoot. I don't have a phone that provides that option, so they told me to go to the website. I emailed as instructed per their "help center" ******************************************** I was then told I had to call customer service. I explained that I had called and asked "how do you trouble shoot a charging adapter that doesn't charge?" Having explained, again, that the unit itself is fine, but the charging adapter is faulty. Their response was that I could buy a charging adapter at $14.99 and pay nearly just as much for shipping. At that point my purchase wasn't even 90 days and per my SHARK paperwork it has a 1 year warranty. I inquired a second time and was told the same. I am requesting a replacement for the faulty charge adapter.Business Response
Date: 04/08/2024
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 TeamInitial Complaint
Date:04/05/2024
Type: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 purchase a shark robot vacuum. I have only owned this for 3 months and it stopped working claiming it has an issue with its side wheels and I needed to contact customer service. Called their customer service and the representative did not speak very good English and we explained that the vacuum has side wheel issue. She claimed that I took the wheels off. (I did not) and that my warranty was now void. I went onto their ******** page to see if I could contact them a different person to see if they could help me and this is what they sent me.Thanks for getting back to us with this information. We apologize for any inconvenience this may have caused, ********. The wheels on your vacuum were removed, and the warranty was voided. Despite the fact that your product is currently out of warranty, we'd like to provide you a 30% discount on the same model ($300.30) or a 20% discount on a new model available on our website: ************************. If you'd like to proceed with any of these offers, please let us know.Why would I want to purchase another one when the one I have only worked for 3 months and I did not do anything to it but clean the hair and strings out of the wheel. Not once did I take this apart.Business Response
Date: 04/08/2024
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 TeamCustomer Answer
Date: 04/08/2024
[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:04/01/2024
Type: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.
HORRIBLE, HORRIBLE, HORRIBLE CUSTOMER SERVICE, I love my ********************** products but if you have ANY issues and call customer service you have to speak to employees with BAD attitudes and it very obvious they HATE there job. Shark you have AMAZING products and Ive been a fan for years but when you have to demand respect from customer service it makes your products unsellable because nobody wants to deal with non-caring employees. I decided to take my complaint to another level, I am hoping this feed back will help Shark to train employees in customer service, make them understand without loyal customers they will make a company FAIL!!!! Please Shark family upgrade your employees or lose your LOYAL customers such as myself!!!! Thank you and I really hope this feedback will help!!!!! Thank youBusiness Response
Date: 04/02/2024
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 discuss this matter further.
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 TeamInitial Complaint
Date:04/01/2024
Type: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.
04/03/2022 I paid $444.56 for what I believed was a quality vacuum. However, the vacuum has obvious wear and tear on the bottom that prevents the vacuum from moving freely. The roller has also stopped moving freely and working as promised. After attempting to take the vacuum apart to replace the roller, which shark has made impossible with special s**** bits. Even if you are able to find these special "bits" if you pull apart the piece it is made to subsequently break the plastic as it is glued/welded together. Customer support was contacted, stated the 5 year warranty does not cover this issue and the only remedy is to purchase the entire lower half of the vacuum (because it is purposely not able to be taken apart) which would cost approximately 1/4 of the original purchase of the vacuum at $96. The company has purposely, meticulously and maliciously refused the "right to repair" to any customer and voids any warranty "at their sole discretion." ************ misleads consumers into purchasing a "trustworthy" product and only seeks to gain additional revenue in defective products by forcing customers to purchase expensive replacement parts that wouldn't otherwise be necessary. Reviews online suggest similar experiences from thousands of other customers.Business Response
Date: 04/02/2024
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 regarding your Shark Vacuum.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
Shark/Ninja Escalations TeamInitial Complaint
Date:04/01/2024
Type: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.
My Ninja Foodi Air Fryer OL701 continues with the same plug in error code. I went through customer service and tried to resolve it and it did not work. Now every time I call, they want to do the same thing as before, knowing it does work and it is a defective product. **************** people are rude and do not listen at all, just keep reading their script. I have only used my product once when it worked and has not worked since. I want either a refund or replacement or replacement that is similar.Business Response
Date: 04/01/2024
Hello ***********************,
We are so sorry to hear that you SharkNinja pressure cooker is not working correctly. We can completely understand your frustration with this matter and the need to have the unit replaced. We would be more than happy to resolve this issue for you. We will have one of our agents reach out to you soon in order to resolve your issue.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
Zachery on behalf of
Shark/Ninja Escalations TeamCustomer Answer
Date: 04/01/2024
[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:03/28/2024
Type: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.
The issue is that my product I purchased was expensive I did expect it to work past a year? Its not a product used daily I feel blown away to take this product that I paid a lot for and toss it in garbage I would pay to have it repaired they have no business that fixes this product or any parts in stock to help get it working. So throw it away is awful way to do businessBusiness Response
Date: 03/29/2024
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 TeamCustomer Answer
Date: 04/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I keep missing representative phone call. Can we set up a time
Business Response
Date: 04/01/2024
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 to contact you at ************ 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. You have responded to our email with an offer for 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 TeamInitial Complaint
Date:03/25/2024
Type: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 2 shark robot vacuums. Returned 2/28. First they tried to say I was only getting ***** back for a purchase of $877. Spoke with supervisor Britania on 3/4/24 said 2 refunds in amount of ***** & ****** for all the trouble Ive had to deal with would be refunded back to card within 5-10 business days. Called 3/25/24 as no refund has been made. Said they will have to investigate once more why refunds arent being sent. This is ridiculous. They have the returned product so why do I have to continue to call and argue daily for my money.Business Response
Date: 03/25/2024
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We are truly sorry for this happening regarding your refund with your Shark Robot's. Rest assure, we all be reaching out to you as soon as possible 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 TeamCustomer Answer
Date: 03/25/2024
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.]
Dear *******,
I appreciate the response, as Ive noticed this is a coached response to all complaints. Unfortunately, what you have said someone of Shark has been saying since the return 2/28/24. And yet here I am still questioning where my refund is, and even filing complaints. I do not understand what the problem is. As of now, no one has contacted me.
**********************;
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 03/28/2024
Dear *****,
We have been contacting you by email and the refund has been processed. We are truly sorry for the inconvenience with 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 with your ticket #********.
Best regards,
******* on behalf of
Shark/Ninja Escalations TeamCustomer Answer
Date: 03/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:03/23/2024
Type: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.
We bought this blender 9 months ago. It worked great up until a month or so ago. The lid needs to lock for the blender to work. The lid no longer locks so the only way to get the blender to work is to manually hold the lid down for the duration of the blend.We called the manufacturer as the product was under warranty, and they told us the warranty only covers the base. This is ridiculous as this is clearly a design flaw (there is at least one other complaint about this same issue on Amazon). I had a close look at the lid and I can see nothing broken or missing. This is not "usual wear and tear", this is a design flaw that prevents the blender from operating if for some unknown reason the lid lock stops working. As such, it should be covered by the warranty.Business Response
Date: 03/25/2024
Dear ********,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We are truly sorry for this happening regarding your Ninja Blender. Rest assure, we all 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 TeamInitial Complaint
Date:03/22/2024
Type: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 Vertex Vacuum on 2/15/23. The total cost was ******. The vacuum literally has had issues since day one. First the cord was shortening out, now the entire head doesnt work. I reached out to shark on 3/19/2023 explained what the issues was and had a video call. I was then told the issue was not covered under the warranty. I would need to pay ***** for a replacement head. I explained I was not going to do that as the vacuum was only a year old and rarely used. She offered for me to pay half price which I also refused. She spoke to her manager and ended up sending it for free if I paid shipping, which I agreed. I received the shipment the next day, however it was a completely different head, when I called to let them know the agent argued that the replacement may not match my vacuum but it would in fact work. However it did not, the connection was way too small. She ended up sending another but requiring me to drop off the head that doesnt fit to ***** which is 45 minutes away. Today I received a new replacement that has no rollers in it. Basically the outside of the unit. When I called I was told they do not send the rollers with the replacement to remove the ones from the old ones and put them in the new one. However the s**** are not like normal and I have no tools to do so! I even spoke to a manager, and he basically said I was out of luck. Now I have a vacuum with no working head and Shark could care less. I have used their products over 20 years and I will never purchase from them again.Business Response
Date: 03/25/2024
Dear ******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We are truly sorry for the for this happening regarding your Shark Vacuum. Rest assure, we all 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
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