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

  
• 

  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

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

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:04/01/2024

  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.

  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 Team

  Customer 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: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.

  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 business

  

  Business 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 Team

  Customer 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 Team
  
  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Team

  Customer 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. 
  

  
  
  
  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. 
  
  
  **********************;

  [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,

  *****

   

   

  

  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 Team

  Customer 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: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.

  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 Team

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark 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

• Initial Complaint

  Date:03/22/2024

  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 bought a ninja coffee maker Nov 18/2023 in Feb 24 the coffee maker stopped working and was building up a dangerous level of steam. I contacted ninja and a new unit was sent after some back and forth as they only wanted to replace the base, they made me cut the cord on video before they would send the new one and didnt ask for the old one back. I received the new one in early February. Today the new unit started to do the exact same thing, will not brew builds up dangerous amount of steam that explodes out the top. I called again to troubleshoot, I got no where with the agent asked for a manager the manager refused to provide their name, refused to give me anyone else to talk to and refused to give me anywhere else I could reach out, my only option was to pay 20$ to have them ship a new base. Im not paying money to get yet another faulty and unsafe products. So here I am making a complaint, I have 2 hours on phone calls with this business and am extremely frustrated. Apparently they have a new policy different from a month ago when they shipped the last until that buyer is responsible for shipping. I was unaware and that was not the policy when I bought mine so I fail to see where this is fair- I have no coffee maker and spent close to 200$ 4 short months ago. Upon reading their online reviews they have bots providing positive reviews, they dont even make any sense, when you get to real people the stories are the same. Non functional products that they wont replace or fix unless client pays shipping.

  

  Business Response

  Date: 03/22/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja, 

  We are so sorry to hear about the bad customer service you have experienced from ** and that your unit is again not working correctly. We can completely understand your frustration when it comes to paying the shipping to replace your unit. We are currently looking into your matter and reviewing information about your issue, and we will have one of our agents reach out to you soon. 

  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: 03/22/2024

  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. 
  

  They havent answered anything, said they would look into it. Thats not a response 

  
  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,

  Amber

   

   

  

  Business Response

  Date: 03/25/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We recently tried to reach out to you in regard to your issue but we did go to voicemail. What we would like to do is replace the unit with the same or even a different model of your choosing. We would get the unit back from you so that we can investigate how this is happening and make changes to the model as it is important for us to have a safe coffee maker that everyone can use. If you could please respond to our email with your address and email we can begin replacement of your unit. You can also put the new coffee maker that you would like to have as well. 

  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:03/21/2024

  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 a shark vacuum around six months ago that is no longer working. Sharkninja is not honoring the warranty as I took the non working vacuum to a local vacuum repair shop before calling them. The vacuum repair shop did not work on the vacuum at all, and never opened it up, instead telling me the motor was burned out and should be warrantied by Shark. Now, as they have no way of verifying the vacuum was not opened up by the repair shop, they are not honoring the warranty. Shark is free to open the defective unit to verify the unit was never opened up, as I am sure there are tamper evidence stickers within, but told me over the phone that sending them the unit for such verification is not something they are able to do. I would just like them to stand by their product, which I have had for six months, and repair or replace the defective parts.

  

  Business Response

  Date: 03/22/2024

  Hello *************************, 

  We are so sorry to hear that you did not get your issue resolved when you called us in regard to your warranty, we completely understand all your frustration when it comes to this matter. We are currently looking into this matter and will have one of our agents call you 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:03/20/2024

  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.

  The ninja would not blend my fruit i asked for a refund directly from the company and was asked to pay for shipping I want my full refund back on this product it does not work

  

  Business Response

  Date: 03/21/2024

  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 we are unable to get the number to ring, we get a message to check the number and try again.  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:03/20/2024

  Type:Billing 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.

  Trying to get my product that I purchased less than 9 months ago warrantied and they are not fulfilling their warranty and saying that there is nothing they can do. Online chat is a joke. Phone reps are zero help and tell you theres no one available to talk to to resolve the issue. HUGE SCAM COMPANY.Spoke with ******** from Trinidad, and ***** from ******* a Supervisor, both unwilling to help and ******************* up on me. Refused to tell me their last names, last initials, employee IDs, no additional email so I can follow up another way besides phone. I just want a working coffee machine

  

  Business Response

  Date: 03/21/2024

  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:03/19/2024

  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 two very expensive shark products one being a steam mop that was purchased from Lowes on October 3, 2023; the other Shark vertex also purchase from Lowes January 2024. I registered my product and am well within the warranty time (which is a year from what I was explained). I literally just purchased these defective devices in both have shut down on me. The steam does not steam anymore and the vacuum one of the brush rolls isnt rolling anymore. I did not use these items they were very well taken care of and cleaned regularly after issues and thats for the steam there was no foreign liquids introduced to it only bottled water. I called the customer service line to partake in a agent assisted troubleshooting which is necessity when filing a warranty claim-I was then told that I could not get a replacement because the issue was not covered under the one year warranty in regards to the vacuum. As far as the steamer, I was told that I can get the body replaced, but I would have to pay for shipping. Ive never heard of anything like this before. I think that is nonsense and as far as my vacuum, I just bought this vacuum theres no reason why its not working in What is stated in the terms and agreements of the warranty my vacuum should be replaced. I spent way too much money on these items for this to be happening and I expect way better from a company such a shark I would like a replacement for both of my units is the only thing to do and I spent so much money for you guys not to replace this for me. Its not right what you guys are doing if you choose to say no

  

  Business Response

  Date: 03/20/2024

  Dear ******,

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

    We will be reaching out to you today to get this matter resolved regarding your Shark Vacuum and Shark Steam Mop
  
    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