Complaints

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

close

Find a Location

SharkNinja has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Shark Vacuum/Euro Pro

  15820 Euclid Ave Chino, CA 91708

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

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:02/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a filter on October 28, 2023 with SharkNinja. After receiving it, I realized it was the wrong filter. I sent my filters back based on instructions provided by SharkNinja. They received the package based on my ***** tracking, yet never issued me a refund for the ***** that they charged me. I have contacted SharkNinja multiple times and have gotten no where with them.Below is a detailed description of my experience with SharkNinja customer service:On Oct 28, 2023 I purchased 2 filters for my vacuum.On Nov 2, 2023 I contacted customer service via email, b/c I was unable to reach them by the phone number provided on their website to inquire about a return. They responded and provided me with a ***** return label. I packaged, shipped, and sent.On Dec 9, 2023after not getting refundedI sent an email inquiring.On December 14, 2023 they replied and said they would "escalate my case."On Jan 3, 2024after not hearing anything and not being refundedI checked my ***** tracking from the ***** receipt and learned that it was delivered. I emailed them and attached the ***** receipt.On Jan 5, 2024,I got another similar email saying they would "escalate my case."On Jan 22, 2024after not hearing anything and not getting refundedI placed a phone call at 11:57am.I was on the phone for 33 minutes with ********. She couldn't "get in touch with her supervisor" and "couldn't issue my return" but she convinced me she would "reach out to her supervisor" and I would see the refund within a few days.On Feb 1, 2024after not gettingrefundedI sent another email asking to issue my refund immediately. They replied that they would "escalate my case." As you can imagine I was very frustrated so I responded with screenshots of every email where I was told my case would be "escalated" when they haven't escalated my case as I made my purchase back on Oct 28, 2023 and they received the return on Nov 6.

  

  Business Response

  Date: 02/20/2024

  Hello ***********************, 

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

  We are so sorry that you still have not received your refund, we completely understand your frustration with this issue. We do have an update on your refund and will be reaching out to you soon in regard to your refund.

  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: 02/26/2024

  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 do not accept this, because I still haven't received a refund to my PayPal account, which is the account I used originally to purchase the filters on October 28. I have allowed for the processing 3-5 business days, but I have yet to receive my refund (screenshot of my PayPal transactions attached).
  
  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: 02/27/2024

  Hello ***********************, 

  We are so sorry that you have not received your refund yet. We completely understand your frustration with this issue. We are currently looking into why the refund has not shown up in your account and will let you know soon about the refund. Rest assured we will 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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 03/04/2024

  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 still do not have a refund credited to my original form of payment. I continue to provide time for the transaction to show up but it has not. I do not wish to speak with the company as I feel they are incapable of providing proper customer service at this point. I just want the money to show up in my account, or to be issued a check if they are struggling to figure out why my refund won't go through paypal.
  
  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: 03/20/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

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

  We have an update on your refund issue. We have issued you a check for the order 125000699179 and it should be with you with in 4-6 weeks.
  
  
  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: 03/20/2024

  [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:02/15/2024

  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.

  Purchased a shark hyperair dryer for myself. Worked great for a few months and then began overheating on the medium setting and would shut off after a few minutes. The unit was cleaned after each use per the directions and was well maintained. I called and went through troubleshooting and cleaned the unit. Was told to call back to place a warranty claim if it happened again. Within a few days it was back to overheating. Called back and they now have told me they cant help me any longer as its not under warranty any longer.

  

  Business Response

  Date: 02/16/2024

  Hello ***************************, 

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

  We are so sorry to hear that you are having issues with getting a replacement for your unit sense you already called us, we completely understand your frustration. We will have one of our agents reach out soon to assist you with resolving this 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:02/15/2024

  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.

  I bought a vacuum model number CU500 and it completely broke. It was still under warranty. I called their service number and they tried to troubleshoot it for 2 hours and then determined it needed to be replaced. They sent me a motor to the vacuum instead of a replacement and i did my best to install it but i am not a mechanic and even with the new base, the vacuum still does not work. the business is crazy to put me through this. I contacted the service number again and they provided no further help, they just said look at the manual . I am still stuck with a dead vacuum UNDER WARRANTY that shark does not want to properly replace. My previous warranty order number for the motor they sent me is ************.

  

  Business Response

  Date: 02/15/2024

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

• Initial Complaint

  Date:02/14/2024

  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.

  *** made a purchase and initiated a refund for my orders but they have only returned a small portion of my order. I have called multiple times and was told they were going to escalate and contact me but it never results in anything besides me calling back and being told to wait for their correspondence. Order #: ************ Order #: ************

  

  Business Response

  Date: 02/15/2024

  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 all we get is a busy signal.  We have 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:02/13/2024

  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.

  On February 8 or 9, I ordered a shark robot vac and mop at shopsharkmatrixrobot.com. The full price in my cart was ****** with products purchased, tax, free shipping....everything. I put my credit card info in on the same screen showing the same price and hit submit (I have a photo of that screen). The next screen that came up showed my purchase was received for a total of $765.27 (everything was the same except the price of the robot cleaner and the tax). I immediately called the company to cancel the order. I was told they could not cancel my order. and no refund could be issued or price fixed until my order billed out. They asked me to send copies of the pictures I had taken of the screen shots with Ticket #********, which I did the same day. My order billed out for $765.27 on Saturday, February 10. I called customer service back on Monday, Feb. 12 and was told I should have received an email asking for PDFs of screen shot rather than the jpgs I sent. I converted them to PDFs and sent them on Monday morning. Today I called and they said they could not open them because it was a link to the pdfs and they would not download them. I sent that email to another email address of mine and they open and work fine ( so did the jpgs). I am resending today, but in previous calls they have not been specific about what they wanted, they always want something different, I feel this was some kind of bait and switch. I have talked with *****, **********************, *****, ******, and Destiny with no help at all.....just something else they want. I want the difference in what I agreed to online and what I was actually charged refunded to my credit card. I pay my credit cards in full so I want this resolved asap.

  

  Business Response

  Date: 02/13/2024

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

  Thank you so very much for taking our call today. 

  We are so sorry that you were charged a different amount then what you were shown on the order. We have refunded the amount discussed and it should show in your account with in 3-5 business days.

  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:02/11/2024

  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.

  Since September 2023, my bank statements have been marred by unauthorized, recurring monthly charges of >$100 from SharkNinja, launching me into an unwelcome and exhausting battle to protect my own funds. Despite my immediate action to dispute these charges with my bank each month and my persistent attempts to reach out to SharkNinja for resolution, the company has shown a blatant disregard for my situation. My conversations with multiple representatives yielded no sympathy, assistance, or willingness to delve into the root of the issue. It became painfully clear that my financial security and customer satisfaction were of no concern to them. The severity of this issue compelled me to cancel 5 credit cards and, ultimately, close my bank account in a desperate bid to halt the unauthorized withdrawals. Astonishingly, this measure did not deter the problem. In February **** alone, I was victim to two identical, unauthorized charges from SharkNinja, further solidifying my disbelief in their systems and their ethics.The indifference displayed by SharkNinja has been shocking. My attempts to escalate the matter, to communicate with a fraud department, or to speak with a higher-level manager were met with resistance or outright refusal. Not once has SharkNinja initiated a sincere effort to address, let alone rectify, this ongoing financial nightmare.SharkNinja's disregard for customer welfare and their apparent negligence in preventing fraud. Their inability to take accountability for a serious issue under their purview is not only disappointing but deeply concerning. I urge potential customers to consider this experience as a testament to SharkNinja's customer service and ethical standards. **********************: Reassess your approach to customer service, fraud prevention, and overall business ethics. Your customers, and those unjustly affected by your practices, deserve far better.

  

  Business Response

  Date: 02/12/2024

  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 also sent an email.  After a review of your history for this unfortunate situation with our company.  You had been informed you will need to dispute the charges with the banking institution.  We had searched all the information you had supplied us the three emails and phone number and we can not find an account that links these payments.  If we could have found an account or order then things would be different, then we could dispute them with us.  The end result is you do need to resolve this with your banking institution.
  
  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:02/09/2024

  Type:Product 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.

  On October 12, 2023 I purchased a Shark Ninja vacuum cleaner serial number ************, model number ****** with a lifetime warranty. On January 22, **** this vacuum quit working, so I called the company on January 23, **** to report the issue. I was given incident number of #********. I was walked through some steps to determine that I needed a new motor for the unit. At that time, I was sent to the financial department and told that I would have to finish paying for this unit in full before they would ship the motor. I paid $416.55 to pay it in full. The confirmation number for payment was ********** and the shipping confirmation number was 153-78212. The unit never arrived. I called back on February 2, **** and was told that they were waiting on their financial department to send paperwork. I then called back on February 8, **** and was informed that they had canceled the order and no reason was ever given. So now I still have a new vacuum cleaner that is fully paid for but will not work. I was promised a new motor and for some reason, I have not received it. I want this unit replaced, repaired, or refunded as initially promised on January 23, ****.

  

  Business Response

  Date: 02/10/2024

  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 do not have an email address on file for you so we could not send you an email so you would have direct contact so we could get this resolved as soon as possible.  After reviewing your interactions with our company we are reaching out to our financial department to get your account back in good standing so we can fix the issue with 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 Team

• Initial Complaint

  Date:02/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the last few months, my Shark WANDVAC Cord-Free Handheld Vacuum (the "Product") no longer functions properly and will only turn on for approximately 10 seconds before shutting down. Based on my online research this issue appears to be quite common for the Product suggesting shoddy and poor manufacturing I originally believed that Shark manufactured strong, quality and durable products. Clearly, I was wrong. I will be informing all friends family and colleagues re my negative experience with Shark products the importance of word-of-mouth reviews should not be underestimated.

  

  Business Response

  Date: 02/10/2024

  Hello ******,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will be reaching out to you at 9AM your local time at ************, if we get no answer we will leave a voice message.  We will also send an email so you will have a point of direct contact with us and we will work together to get this resolved. 

  We did research to see if you had called in before, submitting your review, and we did not find any interaction.  We always recommend calling in for assistance when every you have an issue with any of our products.
  
  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:02/08/2024

  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 ordered a knife set in December 2023, I was not given the advertised sale price. I immediately emailed about it and they kept telling me that they put my claim I. Escalations and would hear back. I was told that more than once. At the end of January **** I told them to send me a return slip as I was no Longer waiting for something that should have been take care of a month ago. Upon sending the set back I was told it should be deposited back within 10 business days. Today is the 10th day, I have now been paying interest on a Product for over a month. And still dont have my money returned. I have sent several emails and keep getting told I will get my refund.. I dont have money to throw away for an item that was never even opened.

  

  Business Response

  Date: 02/09/2024

  Dear *****,

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

    We have forwarded off to our financial department to look into your refund.  Moving forward myself will be reaching out to you personally and as soon as we here back from them.
  
    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:02/07/2024

  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 the shark 2-in1 vacmop in November 2023. I began the setup process Jan ****. The machine comes on; however the SharkClean app that suppose to control the machine doesn't work. I have called customer service three times and was told that it is a known problem that the app has issues and someone from technical support would call me back. I have 3 case numbers and still have not received a phone call back from anyone. If they can't provide tech support for an app that suppose control the machine I need my money back. I have a device that I can't use as advertised.

  

  Business Response

  Date: 02/08/2024

  Hello ***********************, 

  We are so sorry to hear you are not able to use your Shark Robot as directed, we completely understand your frustration with this issue. We will have one of our agents reach out to you soon in regard to 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