Complaints

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

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SharkNinja has 10 locations, listed below.

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  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Euro Pro Operating LLC

  178 West Service Road Champlain, NY 12919

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Ave 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: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

• Initial Complaint

  Date:03/18/2024

  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.

  Bought a defective blender. Handle isn't sealed correctly and water gets in which causes mold and mildew. Ninja stated it was nt under warranty after less than a month and a half of ownership. I threatened to take it to social media they said they would replace the blending CANISTER which is fine cause that's all I needed. Told me I had to pay 20$ shipping for an item that's less than 2 pounds and wasn't being overnighter? NO! Send me my blending canister to replace the defective one that your company put into the publics rotation and I'm not paying u to ship it. I didn't default on production NINJA did so why should I pay more money on top of the purchase price to correct their mistake. I am not going to do it

  

  Business Response

  Date: 03/19/2024

  Hello *************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you pitcher is not working correctly, and we completely understand your frustration with this matter. We would be more than happy to assist you. We will have one of our agents reach out soon 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: 03/19/2024

  [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:03/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally ordered the wandvac (WV200) from amazon in July of 2023, I had charged ******* was blinking and would not turn on. I continued to let it charge in hopes of it working. Unfortunately this was not the case. I called customer service about this issue I was told that the body would be replaced. I received the new body and transferred the battery to it, just to find out that this was not the solution and the vacuum was still not working. I call shark customer service to tell them this was not the solution and there is clearly something wrong with the battery or the charger as a different body did nothing to fix it. The agent I spoke with told me they would replace the entire unit, however, this version was out of stock so they would send me the newest version of the wandvac. There were no shipping fees attached to this and they confirmed by sending us the order number. I received the order which only contained another body. Again, the body is not the problem here, clearly. I transferred the battery into the new body and it still doesnt work. I called Shark customer service to tell them about this issue and that we did not receive what we were told we were getting (full unit). The agent said they would send an entire new unit, however due to policy changes I would have to pay shipping this time.They expressed that there has been a policy change and they cannot discount or cover shipping costs anymore. I was denied a refund and was given no choice but to pay the shipping. Signed a very disappointed customer who now owns three bodies which do not work, and who now has to pay shipping on a product I originally paid shipping for when I first bought in July 2023.

  

  Business Response

  Date: 03/18/2024

  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:03/15/2024

  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.

  We purchased a shark vacuum for 200 dollars plus tax. It was a lift away model of theirs. When we got it out of the box it didnt clip correctly. We called them and spent an hour on the phone with support. We were instructed we had to cut the cord of the current vacuum for them to initiate the replacement policy. We did so, and were without a vacuum for 2 weeks while the new one came. The new one showed up and was a different model, which didnt have the lift away feature. We called them back to get a resolution since now we were out 200 dollars, 2 weeks, 2+ hours of our own time, and 2 of their failures later. As a consumer I requested they send us a model that had the lift away feature, and or give us a refund. After back and forth- an hour on the phone, they told us we couldnt progress because their policy is that we as the consumer have to package up the vacuum drive to ****** wait in line and return it to them. The supervisor I talked to used the term make it right, I am still waiting for that to happen. I have used 2-3 hours of my own time because they shipped a broken product and then their support person sent us the wrong product and they refuse to make it right. The only choice I was giving was to move forward with this return policy, go without a vacuum for another week or two, and pray we get the correct vacuum this time. I wasnt offered a refund, they offered me attachments I have no interest in. I want the product or a similiar product I attempted to purchase thats all.

  

  Business Response

  Date: 03/18/2024

  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:03/14/2024

  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 received a gift for a Shark - Matrix Self-Emptying Robot Vacuum with Precision Home Mapping and Extended Runtime. Wi-Fi Connected - Black Model: RV232OS SKU: ******* from Best Buy. The gift was purchased for the main aspect of the ******CLEANING BRUSHROLL It digs deep into carpets and directly engages hardwood floors with PowerFins to pull up debris. hair, and dirt from all surfaces in your home - engineered to pick up more hair and is anti-hair wrap." That is false advertising, it's none stop wrapping, and cause it to stop & at one point over heat. I contacted bestbuy they told me to contact Shark so here I am. The vacuum does not map as it should either, it has been reset several times. I am not going f to pay for repairs or sending it in, that's not okay. It's false advertising, it's not a malfunction with the brush roll, I want a refund.

  

  Business Response

  Date: 03/15/2024

  Dear ******,

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

    We are truly sorry your are having an issue with your Shark Robot.  We ail 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:03/14/2024

  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.

  We purchased the shark carpet cleaner in October of 2023. And it started leaking in March of 2024.We called and did troubleshooting and were told that it was a defective product. And was covered under the warranty.Now they want $100 to ship it to ******.That is absolutely ludicrous.It was only $25 when I needed my vacuum done a few years ago.You can not charge an egregious amount for shipping when the product you sold me was defective.I told them I was willing to send it in so they could repair it and I was told that that is a I told them I was willing to send it in so they could repair it and I was told that that i Is something they do not do.They also offered me to pay the $100 today and then they would refund it, which could take 4 months so that's out of the question.I do not have $100 to lose right now.And I do not want to wait until I do have it because maybe the warranty will have run out by then.You sold me a damaged product.Corporate stores do not even ask for that much for shipping up here.It would be different if I was buying direct from them. However it is a defective product... This is their fault.I'll even just go pick up a new one at Target and bring the damaged one back to Target That's fine with **** am looking for a free or even $25 shipping amount for them to send a replacement for their failed product. I will even pick it up if they wish to send it to the store at which I bought it from.

  

  Business Response

  Date: 03/15/2024

  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 regarding this matter to see if we can come to some sort of agreement.
  
    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:03/14/2024

  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.

  To whom it may concern,I am writing to file a formal complaint regarding the failure to receive a refund for items returned to Shark Ninja on 10/16/23. Despite numerous attempts to resolve this matter directly with the company, my efforts have been met with silence and disregard. They have only processed a refund for 1 item. Order ************ Return Number: ************ Return Request Date: 09/28/2023 I carefully followed all instructions provided by Shark Ninja for returning the items, including ensuring they were in their original packaging and shipping them back using the designated carrier. ***** tracking ************ shark flex style stone 4 parts ************ Shark HydroVac Pro ************ Multi-Surface Concentrate ************ Shark SmoothStyle However, despite fulfilling my end of the transaction by returning the items promptly and according to Shark Ninja's policy, I have yet to receive the promised refund. I have reached out to Shark Ninja multiple times via phone and email, but each time I am met with unresponsiveness or vague promises of a resolution that never materializes.This lack of communication and failure to issue a refund is not only frustrating but also unacceptable. As a consumer, I have rights to expect timely and fair treatment in accordance with consumer protection laws.I demand immediate action to rectify this situation. Specifically, I am requesting the prompt issuance of my refund in full, including any applicable taxes and shipping fees. Additionally, I expect Shark Ninja to provide an explanation for the delay and improve their customer service practices to prevent similar issues from occurring in the future. Out of the $835.41 total they only refunded $107.79. I am tired of getting the runaround and spending so much time trying to get this resolved.

  

  Business Response

  Date: 03/14/2024

  Hello *************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you still have not received your refund after this amount of time. We completely understand your frustration with this matter and the need to be fully refunded. We are currently looking into your refund and seeing why it has taken so long to get your refund. We will have an agent reach out through email to go over what is going to happen. Rest assured we will get your issue resolved. 

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