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

  
• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue 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:03/12/2025

  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.

  Ordered November 23rd as a Christmas gift. Opened Christmas Day and have used frequently until February. I noticed that on the lip of the vessel where the drink goes in, that mold started to form. The lip is almost impossible to get under. The only sufficient thing I found was a small piece of laminated paper that was able to get into the lip. I googled to see if anyone else was experiencing the same issue and multiple users are. I called the company and they told me to try to soak the vessel and they would send cleaning instructions. They never sent cleaning instructions or followed up. That was back in February. A month later (now) we got the machine out to make drinks and we had forgotten about the mold. We tried to clean it and googled other instructions on how to and no one has a remedy that works aside from a water pick. A water pick is $40 and that seems ridiculous to buy to clean a $300 machine. I soaked the vessel in hot water and vinegar and the mold didnt budge. I called again and spoke to a supervisor and they advised me that they are aware of the issue but the vessel where the liquid goes is not covered under warranty and they are sold out so they will not be replacing any machines either. A $300+ machine with a design flaw that causes mold to grow with absolutely no tools to clean it or a remedy for the issue. This is something we drink out of. Thats a health hazard. We even went ahead and made drinks to see what would happen and sure enough they were black specs of mold in the drink. I called a 3rd time and spoke with a supervisor who said we can return our product and they will refund us and its unfortunate because I dont want to return the product but I dont feel like they should be selling a product that could potentially get people sick.

  

  Business Response

  Date: 03/13/2025

  Thank you for reaching out, the best practice for cleaning is below:

   

  The best way to clean this is to place the vessel in the top rack of their dishwasher on its side. You should not be running a heated dry or sanitize dishwasher cycle as this may damage the vessel.
  Please note you may have to adjust the height of your dishwasher top rack to allow enough room for the vessel to fit. Some divider / tines / spikes are also adjustable to help create enough space for the vessel to fit in the top rack.
  If ingredients have not been cleaned after the first cycle you may have to run another dishwasher cycle to completely clean this part of the vessel. It is best practice to dishwash this vessel as soon as you notice any ingredients in this area of the vessel to ensure it can be cleaned in a single dishwash cycle.
   

• Initial Complaint

  Date:03/12/2025

  Type:Delivery 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.

  Slushee make Order Date: 11/23/2024 $330 Due to defective vessel debris is trapped inside increases of the vessel. ****** provided by the customer service *** the water or placing the Vaseline in the dishwasher. Ive tried that several times and the debris is still there.

  

  Business Response

  Date: 03/13/2025

  Hello,

  Thank you for reaching out, the most effective cleaning steps are below:

  The best way to clean this is to place the vessel in the top rack of their dishwasher on its side. You should not be running a heated dry or sanitize dishwasher cycle as this may damage the vessel.
  Please note you may have to adjust the height of your dishwasher top rack to allow enough room for the vessel to fit. Some divider / tines / spikes are also adjustable to help create enough space for the vessel to fit in the top rack.
  If ingredients have not been cleaned after the first cycle you may have to run another dishwasher cycle to completely clean this part of the vessel. It is best practice to dishwash this vessel as soon as you notice any ingredients in this area of the vessel to ensure it can be cleaned in a single dishwash cycle.
   

• Initial Complaint

  Date:03/11/2025

  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.

  Bought Shark Robot cleaner within a year ago and the battery start having issues. Running for less than 20 minutes, already drain the battery to less than 5% from fully charged. It is a defective battery. Attached is the photo of robot model and serial number plate.

  

  Business Response

  Date: 03/13/2025

  Hello, 

  We are really sorry to hear about the issue with your robot. We invite you to reach out to our Robot support team. You can reach out during our hours of operation are 9am-9pm EST Mon - Fri and 9am-6pm EST on Saturday.
  
  Shark Robot Customer Service
  **************

  Customer Answer

  Date: 03/13/2025

  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. 

  The Business should be able to send free replacement free shipping of the new battery to replace defect battery under warranty, without me have to call business customer service.  I have called them before, and they are not helpful, asked me to pay for the battery replacement and shipping.  This is the reason I get BBB involved to assist customer for resolution. On the complaint, I have already included photo of the robot model and serial number, which is enough information for business to order and send battery replacement. 

  I appreciate very much for BBB assisting me as consumer, to get resolution from the business. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/04/2025

  Hello,

  We apologize with the inconvenience with your robot. We have a specialized team which needs to collect specific information from your robot to be able to provide the proper resolution for you. 

  Customer Answer

  Date: 04/07/2025

  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 rejected business response, because business has not provided the new battery replacement under warranty at no cost to me as customer.  The robot information has been provided to the business on the initial complaint attachment of robot model and serial numbers ******************************************, which give enough information for the business the order and send new battery replacement. I put here in text format the Shark robot model and serial numbers: ********** model number, Z08R3081Z2Z5 serial number.  On this rejection response, I reattached same information SharkModelandSerial.png image of the robot model and serial numbers manufacturing plate. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/28/2025

  Hello,
  We apologize for the inconvenience you've experienced with your robot's battery. One of our specialists reached out to assess the issue and determined that the battery needs to be replaced.
  Although the battery is currently out of warranty, were pleased to offer you a one-time 30% discount as a gesture of goodwill.
  If you'd like assistance placing the order, please let us know were happy to help

  Customer Answer

  Date: 04/30/2025

  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. 

  The defective battery started to have issue within a year of purchase.  It is covered under Shark warranty to customer and should be replaced at not cost to customer, no shipping cost to customer.  I bought several different Shark Ninja products  and should be treated better as repeat customers.  If the simple, very inexpensive request above for defective battery replacement is not fulfilled by Shark Ninja, I will not return to Shark Ninja as customer and purchase somewhere else .  There are many robot cleaner in the market significantly more reliable than Shark Ninja at signifcantly less cost. 
  
  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:03/11/2025

  Type:Customer Service 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've tried to contact support but it is clear that it is just a useless AI hell-hole that solves nothing! My shark robot vacuum just gives up shortly after starting, gives no errors, the app just says "mission success" but my floor are still dirty. This is that robot vacuum that Shark gave me after THEY BRICKED MY PREVIOUS ONE! BUT NOW IT DOES NOT DO WHAT IT SHOULD!

  

  Business Response

  Date: 03/13/2025

  Hello,

  We apologize for the inconvenience with your robot vacuum. One of our specialist team will reach out to you to assist you.

  Customer Answer

  Date: 03/20/2025

  [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:03/10/2025

  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 1/4/2025, I placed an order for a Build your own Shark FlexStyle Air **************** System. I ended up deciding to return the products so I called customer service to advise them of my return and they sent me a ***** return label. I packed up the items and I dropped off the box at ***** on 2/24/2025. In the tracking, I saw that the box was delivered to SharkNinja ****************** on 2/25/2025. After receiving no confirmation of the return and no refund, I called customer service on 3/5/2025. The person I spoke to told me that my return was received and that a refund had been processed on 2/27/2025 to the card that I used to make the purchase. Subsequent to making my purchase, I received a new card for my same bank account from the bank. I let the person know this. They said they were going to escalate this so that they could investigate on their end and that I should be contacted within 48hrs via email. After no follow-up, I called customer service again today, 3/10/2025. I spoke to someone else who essentially told me the same thing--that the refund was processed and I should reach out to my bank about the refund. I reached out to my bank. They checked my account and my old card and they did not even see an attempt to send a refund. I reached back out to customer service and spoke to someone else who told me the same as the others. At some point, he said he would see if a supervisor was available to talk to me. He put me on hold and after some time, he came back to the phone and said he would escalate the matter. I told him that it should have already been escalated by the person I spoke to last week. He said that it will take 2-4 business weeks for them to investigate and maybe send a check or ask for my new card info. I feel as though I am getting the run around here. If they processed a refund, it would be in my account, regardless of them sending it to my old card. I will never buy from them again.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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 did not receive the replacement order that was sent to me this makes the 3rd time now I have not received. I contacted shark on multiple occasions about this 2/26, 2/28, 3/3, 3/7 and all they keep saying is that they have got to escalate it and I never receive an update I even provided them a perfect resolution that if they can reship the package make sure they require a direct signature so that I know I receive it that way this would prevent any further problems however they were not trying to hear that still cannot get resolution so I just want my money back in a form of a CHECK I don't even want the vacuum cleaner at this point ORDER NUMBER IS 125005237673 -$249.99

  

  Business Response

  Date: 03/14/2025

  We are sorry to learn you have not received the replacement units we have sent. We are showing proof of delivery for each order, the last order in question where you are seeking a refund was sent at no cost.

  If you are looking to receive a refund for this unit you would need to refer back to where you purchased it, as we only sent warranty orders at $0.00. 

   

  Order Number Order Date Amount  Status
  125005237673 Feb 22, 2025 $0.00 IZ361H  Shipped
  125005186514 Feb 14, 2025 $0.00 IX141H  Shipped

  125005110626 Feb 3, 2025 $0.00 SV1106  Shipped

  125005081148 Jan 30, 2025 $0.00 SV1106  Shipped
  125004979976 Jan 18, 2025 $0.00 SV1106  Shipped

  in addition the below orders shipped to the same address 

  125003209767 May 1, 2024 $0.00 SV1106  Shipped
  125001738690 Mar 20, 2024 $0.00 SV1106_N  Shipped
  125001454332 Feb 13, 2024 $0.00 SV1106_N Shipped

• Initial Complaint

  Date:03/05/2025

  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 called Shark Ninja because our two vacuums have failed. The team had advised me that the vacuums were indeed defective and needed to be replaced via warranty. The supervisor I spoke to also verified and mention let me process these orders for you. I told her I would send the defective ones back as I always do. She mentioned she would have to wait because she was going to refer my account to the back office team. I called today and the supervisor mentioned she doesnt know why the supervisor did that since I always return the defective devices back and I follow warranty protocols. I feel like this is in ethical and I would like an apology and the replacement of my devices. This is horrible how I was treated.

  

  Business Response

  Date: 03/07/2025

  Hello,

  After careful review of the account, we are not able to send any free of charge replacements. Please share a proof of purchase for the vacuum you wish to have a warranty replacement for and we will re-evaluate your account. 

  Customer Answer

  Date: 03/07/2025

  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 have provided my Amazon receipt of the vacuum. Please let me know if you have any questions. 
  
  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: 03/12/2025

  Hello,

  After careful review of the evidence, we are not able to see the purchase date. Can you please provide another screenshot where it shows the date of purchase, please. 

  Customer Answer

  Date: 03/13/2025

  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. 

  Please see the attached details, I would like for someone to also give me a call back for the other vacuum as it was purchased in store and I did not save the receipt. Please let me know if you guys have any questions. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 04/04/2025

  Thank you for your patience as we continue to review. The screenshot shared is confusing as the order total is less than the purchase amount of the item. In to proceed with a warranty replacement we need a full proof of purchase for the vacuum. 

  As soon as we receive the proof of purchase we can look at options for you.

  As per our warranty guidelines outlined on our website we require proof of purchase, see below

  ******************************************************************************************************************************

   

• Initial Complaint

  Date:03/04/2025

  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.

  Online Order Number: ************ I saw an ad online which showed discount ($200 Off) so I clicked on the link and purchased it. I am a customer from ****** and I brought it by clicking the ad which showed Canadian $$. To my surprise, I saw a credit card charge of approximately $1300 Canadian Dollars while I placed the order for $841.84 including all taxes. Then when I called in, I was told that I was billed in USD. I returned the Vaccum under 60 day money back guarantee since I feel I was cheated by being charged in USD.Shark sent me a return label and asked me to send it by ***** and once its delivered, I would be refunded right away. The return is already delivered by ***** (Tracking Number: ************). I called today and the agent said refund is processing. Upon asking for confirmation email and when I would receive it, he said it may take time.This is ridiculous. I have been a long time Shark customer and love the products but this is very very poor experience. I would like my full refund in USD to be processed right away.

  

  Business Response

  Date: 03/07/2025

  Hello,

  We apologize for the inconvenience, we processed the refund on your account as we see the return. We ask you to please allow 3-5 business days to reflect on your account payment method. 

   

   

  Customer Answer

  Date: 03/07/2025

  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 didnt receive the full refund. Refund is processed only for $813 and I have been charged $841 - Please refund entire order amount and every ***** that was charged
  
  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,

  Rohit

   

   

  

  Business Response

  Date: 03/12/2025

  Hello,

  We apologize for the inconvenience with the refund. We see there were two refunds processed: one for $813.59 on March 7th and another for $28.25 on March the 10th. It can take from 3-5 business days to reflect on your account. 

  Customer Answer

  Date: 03/13/2025

  [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:03/02/2025

  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.

  I think it's unethical to pull a bait and switch where it comes to advertising sales. Advertising offered a $70 coupon reduction code for Shark carpet expert cleaner for $299 and comes with a free steam mop. I went to purchase only to have the code they advertised on the website be rejected. I have screen recording of the coupon offered, trying to input it and it being rejected by their website. They're running multiple ads with this code/offer and multiple people commenting about the offer being untrue.

  

  Business Response

  Date: 03/07/2025

  Hello,

  We apologize for your inconvenience, ff you have not placed your order, we invite you to make the order, and we would be more than happy to provide you with a refund of 70dls. Please provide us with your order number once purchased. 

  Customer Answer

  Date: 03/07/2025

  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. 

  [The business amended their pricing on the website to reflect the $70 price increase after I started complaining online about their unethical practices and is inviting me to purchase at their inflated price to receive the $70 refund.  No.  If the business would like to put the starting purchase price of the bundle at $299 and then honor the $70 coupon AS IT WAS PRESENTED TO MULTIPLE CONSUMERS,  I would then purchase. See file attached to original complaint!]
  
  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: 03/12/2025

  Hello,

  Can you please provide us with the best day and time when we can call you, so we can assist you to place the order with the discount on the initial order. 

  Customer Answer

  Date: 03/13/2025

  
  
  Better Business Bureau:

   

  Shark has requested to call me and offer the discount as it was presented to me originally by their advertising.  I accept this solution.   I am available anytime this afternoon or any day next week except Friday for this communication and am looking forward to hearing from the company. 

  
  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:02/28/2025

  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 have purchased the same vacuum cleaner from this company over and over again a total of 5 times as every time I get a replacement or a new one it magically stops working after 30 days or just at a year. I spoke with ****** and they refused to help me. I called shark and they sent me a totally different model and now that one is broken upon arrival. Explain to me how thousands of my hard earned money is being wasted on faulty products from shark when I just want a vacuum that works?? I find it very convenient for shark to not honor their warranty or stand behind their products. Clearly this is a model issue and instead of remediation they continue to send faulty broken products to me. Shark told me to contact ****** the original seller and I got nowhere with them either. This is straight theft and selling of faulty products that they dont stand behind

  

  Business Response

  Date: 03/07/2025

  Hello,

  We apologize for the inconvenience you have experience with your vacuum cleaner, we are having one of our specialists reaching out to assist you and provide you the best resolution.