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:02/17/2025

  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.

  Screen shots are not in order. This is taken from their website. It is an on line exclusive offer which indicates false advertising. I have tried to place this order several times since yesterday. The item is $69 off on sale and states you can save and additional $70 off with the promo code striker70. It will not accept the promotional code. I have been on the phone for several hours trying to get this order placed and even after speaking to three representatives and a supervisor I had no satisfaction. They said the promo code has been automatically applied. This is not how the add reads, nor does the math. This is definitely false advertising and since I have purchased a total of 4 upright vacuums and another carpet cleaner I gave to my daughter, I feel this is no way to take advantage of a previously satisfied customer. Sincerely, ***** *****

  

  Business Response

  Date: 02/18/2025

  Hello

   

  We are very sorry for your experience while shopping with us. I do see that a member of our social team has offered the 20% discount on this order. Does this resolve the issue for you? This is not the experience we want our consumers to have when visiting the website.

   

   

• Initial Complaint

  Date:02/17/2025

  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.

  About a month ago I ordered a Ninja air fryer XL Pro and for some reason and I don't know why The fan is not blowing anymore and it's just overheating in the back because the fan is not blowing It's also making a burnt plastic smell when I turn it on so I have turned the item off because I do not want to fire over this thing to ignite or light my house on fire.. I have a lot of your guys's items I have bought your guys's vacuum your new ice cream machine I have your blender and multiple other things everything I've ever bought from you have been awesome and I actually have a duplicate of this item and bought one for my brother I've never had a problem with any of your items It's the first time I've ever had a problem However it's too late to return it back to the store cuz it's past the return. So the store told me reach out to you guys because apparently there's a one-year manufacturer's warranty that I can use when something like this happens. I really depend on this item to cook all of my food as I am disabled and I don't use my oven because I have a wheelchair I don't know what to do in the meantime because I don't have another $300 to spend on another one of these I hope you guys can help me I've been a loyal customer for years and I have spent thousands of dollars with you Please get back to me and you have time I'd really like to figure this out I do not think the item is safe to use and I think again like I said it could be a fire hazard I don't mind sending this back to you guys but again I do believe the item is broken and it could be a definite risk for you guys as well to use and or try to operate or fix at this point I have never dropped the item it's an excellent condition nothing bad has ever happened to it I take very good care of my item If I could get a replacement I'd really appreciate it I have the serial number and all the numbers that you guys need for this item The people that seller told me I'm going to need that information

  

  Business Response

  Date: 02/18/2025

  Hello,

   

  We are very sorry that you have had less than an ideal experience with your Air Fryer. Can you please share the proof of purchase which includes the date and place, we will then register and review your warranty options. 

• Initial Complaint

  Date:02/11/2025

  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.

  Returned an order with 2 items and received an email on 1/20/2025 providing a refund for only one of the items totalling $43.70.Both items were returned in one box to SharkClean.Have reached out to Shark multiple times to receive various emails back saying they are sorry for the issue and they are looking into it. Im going ticket number they have created to deal with my refund issue is ********. Last response from them was 2/5/2025 saying the issue was being transferred to another department to assist.

  

  Business Response

  Date: 02/14/2025

  Good Afternoon

   

  We sincerely apologize for the time it has taken to complete your refund. We are showing as of 2/13/25 the balance has been refunded which you should see within the net 2-3 business days. 

  Again, we are very sorry for the inconvenience

   

   

  Customer Answer

  Date: 02/15/2025

  [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,
  
  ****** Tree

• Initial Complaint

  Date:02/11/2025

  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.

  Purchased Shark UltraCyclone Pet Pro Cordless Handheld Vacuum CH950 and I have had this product for less than one year. After changing out the cleaning attachments, the plastic housing cracking and snapped off. This makes the product unusable and I am quite unpleased that it seems it was a faulty product or a cheap material was used. S/N A17UU402Z2H2 I am declining to contact SharkNinja direct warranty support as they have not responded to multiple attempts at resolving this issue. All Contact and Resolution is to be resolved directly through BBB.

  

  Business Response

  Date: 02/14/2025

  Hello

   

  We are very sorry your vacuum is not working as intended, we will have a member of our specialty team reach out and assist.

   

   

  Customer Answer

  Date: 02/14/2025

  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.

   

  ***Response from SharkNinja is continuous avoidance and neglect to resolve this issue. I have not been contacted directly by sharkninja and they have not provided an adequate resolution via BBB. All and any communication will only be processed and cordially responded to via BBB. Do not contact me outside of BBB.***

  
  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: 02/18/2025

  Hello,
  
  Can you please share proof of purchase to indicate when and where purchased, we will register this and review the options for resolution

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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 ordered a Ninja Slushi on 01/24/25. The *** of $323.54 was deducted immediately out of my account. Approximately 6 days later I checked the status of my order (order #************), which was still in pending status I was told to call back in a few days if no tracking number has been issued. I called back on 02/05/25 and was told to call back allowing 10 working days to process. I checked my account on the 02/07/25 and it still was in pending status with no tracking#. Called back and requested to speak with a supervisor, but was told that my concern would be escalated to a supervisor and was given a ticket #******** and told someone would call me within a few hours. No response son I texted my complaint to them on Friday 02/07/25. I received a text message back with a different ticket # ******** saying they would review the matter. Went back to my account and now there is a ***** tracking #************. I also received another text message Saturday stating the warranty for your new Ninja product had *** activated and with a new order date of 02/08/25. No other contact received. I called ***** today 02/10/25 and was told that my order was missing. The tracking number showed that arrived in Sauget Il ***** on 01/31/25, where it came up missing. I called Ninja back (*************) and explained what the worker at ***** had said. Once again I was told I had to wait several more days (until Thursday) to see if it is delivered. I reiterated that ***** stated it was lost (since 01/31/25). I requested a refund but the customer service worker was unable to assist me I requested once again to speak with a supervisor and was told that one would be calling me back. Several hours has passed and no call. I only want a refund for a item I never received but I feel I am getting put off or ignored.

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are terribly sorry for your experience,  we are now showing as of 2/13 that your refund has been processed. This can take up to 3 business days to reflect depending on your financial institution.

   

  Customer Answer

  Date: 02/14/2025

  [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:02/09/2025

  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.

  Placed an applepay order for a ninja slushie maker and never received my confirmation email after the order was placed for $299.99 I called in and provided my phone number and 2 emails and my order could not be located. I was told the escalation team would have an answer within 2-6 days I wasnt happy about that but when day 7 came around no answer. I finally get an answer on Friday day 9 and that was my order still couldnt be located asking me to provide the same information I provided to begin with and in return I get an apology about not getting my item or a refund and now here I am still no slushie maker or my $299.99.

  

  Business Response

  Date: 02/14/2025

  Hello

  We were able to locate your order 125005070683 and shows successfully delivered. The email address used to place the order is not the same as provided above.

   

  Tracking 284891504048

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

   

   

• Initial Complaint

  Date:02/06/2025

  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.

  The vessel to my slushi machine has product inside a seem in side the vessel. I have tried soaking it in bleach, a straw brush, a soft toothbrush and a water pick with no result. I was told my item is not under warranty and they can not replace the vessel. But I can purchase one. I purchased this machine in September of 2024. All I want is a new vessel.

  

  Business Response

  Date: 02/13/2025

  Hello,

  We certainly apologize for the issue with your Slushi. We will have a member of our specialty team to reach out and assist. 

  Customer Answer

  Date: 02/13/2025

  [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:02/05/2025

  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 am filing a formal complaint against SharkNinja LLC regarding their failure to honor a warranty replacement for my Ninja Luxe Caf Premier Series ES601 Espresso Machine, which was purchased through ****** in October ******* December 2024, the machine started brewing much slower than usual, so I reached out to SharkNinja customer service.After troubleshooting, it was determined that the machine base needed replacement, and a replacement base was sent, which I received on December 24, 2024.Unfortunately, the replacement base also failed within a month, prompting another call to SharkNinja ********** this point, the company determined that the entire unit should be replaced and instructed me to cut the cord of the defective unit and email a photo to ******************************* with reference number ******** as proof before issuing a replacement.After complying with these instructions, no replacement was ever sent.Upon following up, SharkNinja refused to honor the replacement, claiming they had no record of instructing me to sever the cord and dispose of the ***********, I am left without a functioning product and am out nearly $500 due to their failure to uphold their warranty commitment.Unresolved ********************************** Due to the companys refusal to follow through, the case was escalated under ticket number ********, but no resolution has been provided.This experience has caused significant frustration, stress, and financial loss, as I followed SharkNinjas warranty procedures in good faith, only to be left without a product and without reimbursement.Consumer Demand:I request that SharkNinja LLC honor the replacement they initially promised and provide me with a fully functional Ninja Luxe Caf Premier Series ES601 Espresso Machine as agreed.If no resolution is reached, I will consider escalating this complaint to additional consumer protection agencies and seeking legal action for breach of warranty and deceptive business practices.

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are very sorry for your experience and can see the team is trying to find the best solution for you. We can see you registered as purchased at ******, can you please share a copy of your proof of purchase including purchase date, your name and shipping we can take the next steps to assist in resolving this for you.

• Initial Complaint

  Date:02/04/2025

  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.

  Aloha, filing complaint again-once receiving confirmation that NINJA Ships slushi to ******, I ordered it again. 3 days pass, it is marked undeliverable, and I wait for refund again. There is a clear issue with this company failing to ship items properly after charging customers an outstanding surcharge.

  

  Business Response

  Date: 02/28/2025

  Hello,

  We apologize for your experience when ordering a Slushi. We are now showing the refund has been processed as of February the 10th. It could take 2-3 business days to reflect with your financial institution. 

  Customer Answer

  Date: 03/12/2025

  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 wanted to reach out regarding this complaint. The merchant continues deceptive advertisement on their website to ship products to ******, then charges customers $100 extra and never ships the product. Ive gone through it twice already, and filed a complaint each time. I wondered if there is something else I can do for a response. 

  

  Business Response

  Date: 03/13/2025

  Hello,

  We are very sorry for this entire experience; this is not something we would like our consumers to go through when placing an order with us. We have verified that your order would ship to your location, we would also honor the original price. Once order is placed, please share the order number and we would track with our delivery carrier. 

  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 # ********.

  [I would like to know how to provide a tracking number via this forum to ensure procedures are followed. This will be my third time placing the order, so I am weary of going through the $417 charge again. Regular customer service line always creates a ticket that never gets resolved by the back office. I fear no assurances.
  
  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

  I understand 100% where you are coming from, we will be attentive to your response to we can give the proper follow up to your order. You can just reply to this email with the tracking number.

  Customer Answer

  Date: 04/09/2025

  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. 

  [While I appreciate a response, being that it takes weeks in between replies, if I spent $417 again and provide you a tracking #, the package will already be rejected and a refund processing before anyone sees this message .]
  
  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: 04/24/2025

  ****,

  If you would like to, we can schedule a call to place the order together and avoid future inconvenience with the order. Let us know which will be the best time to contact with you.

• Initial Complaint

  Date:01/31/2025

  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 ordered a Ninja Slushie machine online. It was $299. Since I am in ******, it was $100 to ship it for a total of $399. I received confirmation of the order and confirmation once the order shipped. I received a text that my order was signed for and delivered. It was not. I went into ***** office in town and was told that the company asked for the package to be returned to them. She verified that all of my information was correct. It was not returned due to any error on my part. I called Ninja back and they blamed ****** They also said they would escalate this to find out why it happened. Meanwhile, I figured Id go ahead and order another, have it shipped to the lower 48 to avoid the $100 shipping fee. I went to the website, it is in stock, listed at $299. I added to cart and went to check out. The price had gone up to $349. I removed it. Opened a new tab in a different browser and tried again. Same thing. Why are they advertising it for one price, yet charging a higher price for the exact same unit? There is only one option for this product.

  Customer Answer

  Date: 02/13/2025

  I have not heard from the business in response to my complaint.

  The price of product was raised after my order was sent back to them. They reached out via ******** and offered me the product for the original cost with free shipping. I took them up on the offer, sent them the order number and such and have heard zero back from them. And the second unit is now being sent back to them as well. 

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are very sorry to hear of your experience when ordering the Slushi. We checked today and see that your second order is also being returned and have reached out to see why. 

  Once we determine the root cause we will reach out and make this right for you.

  Customer Answer

  Date: 02/18/2025

  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 am not satisfied with the response because it isnt a solution of any kind. All they did was say theyd look into it. I have yet to hear why they wont ship to me.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/28/2025

  Hello,

  We are showing a new order placed and has been shipped. A $50 adjustment has been applied to your account, and it can take 72 business hours to reflect. 

   

   

  

  Business Response

  Date: 02/28/2025

  Hello,

  We are showing a new order placed and has been shipped. A $50 adjustment has been applied to your account, and it can take 72 business hours to reflect.