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 Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

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:05/31/2023

  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.

  Hi, I ordered a Ninja Blender through Amazon which was not received. I have no refunds on my account. I did not receive a refund for a cancellation for white classic washcloths / a savannah *** and I now notice I have not received the Ninja Supra Blender. I had to give the Amazon customer service representative the transaction ID for the white classic washcloths which were cancelled before shipping. Amazon has requested that a police report be filed to receive the refund while I have no refunds on my account except for coconut milk which was received tampered with so opened / not sealed which was witnessed by a family member. Theyd like a police report filed in regards to the blender refund. Id like the amount refunded for the Ninja Supra Blender since it was not received. The order ID is ******************* and it was bought on May 23, 2023. Ive included the invoice. Thank you, *****************************.

  

  Business Response

  Date: 05/31/2023

  Dear *****************************,

  We are so sorry to hear that you did not get your unit from amazon, We completely understand your frustration in regards to what is happening to you, We will have one of our agents reach out to you so that we can get your issue resolved.

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

  Customer Answer

  Date: 06/08/2023

  [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:05/30/2023

  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 Ninja 11 pc. Pot set on November 25, 2022, the small sauce pan is defective, the non stick surface is breaking apart on the inside of the pot. I called Ninja on 5/30/23 and was told to take a picture of all the pots and email the picture to *********************************** using the ticket number ******** and they would respond with the model number as the pots are worn at the bottom and the numbers are illegible. I did that; however, I received an email from them asking for a picture of the bottom of the pot, my full name, phone number, address, product model, purchase date, retailer name and serial number. Apparently they need the model number in order to honor the warranty; however, the model number is worn out. I can't give them what they want in order to even start to try and honor their warranty. I responded to the email with a copy of my receipt, my name, address and phone number along with a picture of the bottom of the pot and the defect on the pot. I decided to file this complaint instead of continuing with the run around.

  

  Business Response

  Date: 05/31/2023

  Dear *********************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We are also do apologize that your cookware has started to peel, We will have one of our agents reach out to you shortly to get your issue resolved.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/27/2023

  Type:Sales and Advertising 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.

  Less than a year ago, I received a Ninja air fryer as a gift. However, to my utmost shock and dismay, I recently experienced a distressing incident with the air fryer. While using the appliance, I noticed smoke emanating from the unit, and upon closer inspection, I discovered that the bottom layer of the air fryer had disintegrated. It is evident that a serious malfunction has occurred, and I am deeply concerned about the potential safety hazards associated with this product.I have messaged Ninja via several methods ***************** and ******** and have not reached any resolutions to the matter. I was provided with a ticket # of ********, but an extensive amount of time has passed and nobody has gotten back to me. My emails are all going unanswered.

  

  Business Response

  Date: 05/29/2023

  Dear ***********************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We want to apologize also for this process taking this long, We have seen your account and one of our agent will reach out through email with in the hour, Please rest assured we are going to get you issue resolved.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team
  

• Initial Complaint

  Date:05/25/2023

  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 placed my order on May 20, 2023. My order number is ************. I didn't receive a confirmation email for my purchase. Then I receive an email saying that my order has been cancelled and the reason is RCL980. You should put the reason but not the code. We are customer and we don't understand the meaning if you put the code instead reasonable explanation. I try to reach to your agent for explanation why my order is cancelled. Your agent cannot explain the reason other than answer with below statement:I have reviewed your order I confirmed that it has been cancelled. Please know that all of our orders go through an internal check before they are processed for shipment. We cross-check the billing, shipping and credit card information. If we are unable to validate the information that you have provided, the order is cancelled by our Loss and Prevention team in order to protect your information. Unfortunately, once the order is flagged, we are unable to process any further orders for you. We apologize for any inconvenience this has caused. In this case, I strongly recommend you to purchase the unit from a retail store such ** ******** Amazon, Target or so.The loss and prevention team has cancelled the order for internal reasons that I don't have access to. In this case, please place the order in a retailer store.I saw a pre authorization charged in my credit card for the amount of my purchase so that means there is nothing wrong with the charges, my credit card details, my shipping details etc. So WHAT IS THE PROBLEM?If you not willing to sell the products, why you post the products in your website and let us (customers) to purchase? and then cancel our purchase????

  

  Business Response

  Date: 05/26/2023

  Dear ***************************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We are also so sorry that you are having placing order with us, **** assured we will get this issue resolved. We have escalated your issue off to see if we can get the exact reason for it being canceled. Once we find out why one of our agents will reach out to you and explain the cancellation.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/22/2023

  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 bought an expensive blender at ******* The cup blender and the blades are not working properly because the blades do not s**** on to the cup. This was watched by video by one of your representatives out of a different country. The guy was very rude to me and would not help me or resolve my issues properly he then put me on hold and never came back. The product has a 2-year warranty

  

  Business Response

  Date: 05/23/2023

  Dear: *******************************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We also do apologize that you are having this issue with your cups and we completely understand your frustration, We will have one of our agents reach out to you in regards to your issue.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team
  

  Customer Answer

  Date: 05/23/2023

  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. 

   

  No action has been taken by the company to call me directly that works in *******. Someone needs to call me from the ******* corporate office. The **** number sends you to outside of ******* and you get hung up on. The response does not address anything. 

  
  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: 05/26/2023

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We completely understand your frustration and we will have one of our agents reach out to you.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/30/2023

  [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:05/19/2023

  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.

  May 2nd 2023 I have purchased a set of side brushes for the total amount of $21.41 .. I received the item and it was the wrong one .. I have purchased the exact ones that I needed with the right item number from the beginning..so I have called shark to let them know that I have received the wrong part they said no problem and will send out the proper set .. I have received the same exact ones that i recently complained about once again they said we will send out the ones that fit my shark robot.. was excited to open the package up and once again the same wrong ones. Three times..Call again and asked for my refund. I noticed that it was only for the item excluding the tax and shipping & handling. Why should I lose out of my full refund because of sharks mistake. I really need help as they won't work with me . I am so disappointed and disgusted at shark ninja and there customer service

  

  Business Response

  Date: 05/22/2023

  Dear *********************

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************. We are so sorry that you did not receive your full refund for your item you purchased, We completely understand your frustration with this issue, We will be looking into this matter and we will have one of our agents reach out to you very soon.

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

  Customer Answer

  Date: 05/22/2023

  [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:05/19/2023

  Type:Order 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 products from SharkNinja and used PayPal Pay in 4. However, SharkNinja did not charge the correct amount to PayPal. Denied the payment when PayPal tried to send the correct amount, and then sent me notices about my credit card being rejected. I have tried to complete the payment by calling both SharkNinja and PayPal and neither were able to resolve the issue because PayPal was used for the purchase. I need SharkNinja to issue a new invoice to PayPal so I can pay the remaining balance without having to go through collections to do it.

  

  Business Response

  Date: 05/22/2023

  Dear ********************************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We are also so sorry to learn that you are having this issue, We completely understand the frustration that this is causing you, We will have one of our agents reach out to you so that way we can get your issue resolved.
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/17/2023

  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.

  The order is from March 30th for the amount of $1,228.45. I called on April 1st to request a return for the 5 items I ordered because I found a cheaper price elsewhere. I was given a return label. I confirmed 6 times on the phone with the agent if I can return all 5 items under the same label and each time they said yes. My return arrived to Ninja ******** warehouse on April 8th. They only processed a refund for 2 out of the 5 items. I called on May 15th to complain about this and I was given the ticket # ******** and was told my refund would be done. The agents once again ignored my inquiry and instead of refunding me they created a new label. I escalated again on May 17 with the ticket number ********. I have returned all my items and STILL did not get my refund for the remaining 3 items. Order number: ************ Return Tracking #: **** **** **** I have attached the label as well as the status showing its delivered.

  

  Business Response

  Date: 05/18/2023

  Dear ***************************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************, We are also so sorry that you did not receive your full refund, We are looking into this matter and will issue a refunded for the remaining amount, Once the refund has been issued we will have one of our agents reach out to you in regards to the refund.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  *******, I am beyond grateful for your swift action on the matter. However, the issue I brought is up timelines given to me not being provided. Please give me a timeline for when the refund will be completed on your end.
  
  FAQ
  
  Regards,

  Mankirat

   

   

  

  Business Response

  Date: 05/19/2023

  Dear: ***************************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************. When it does come to refunds it does take up to 3-5 business days to be released. We assure you that once we have the refund issued an agent will get in touch with you about the refund and to make sure the refund is in your account, We do apologize for any inconvenience this causes you.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/22/2023

  [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:05/17/2023

  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 robot vacuum in **************************** 2022. It was still under warranty so shark provided me a new one for $25. This on also stopped working after a year. I contacted shark, spent hours on the phone troubleshooting. They were unable to fix the issue. Once again they provided me with another robot, this one would not have a warranty. The robot arrived and does not work I have spent hours on the phone and video chatting with shark, they are unable to fix it. I requested a refund and offered to send the robot back. Shark is denying a refund and will not accept the defective robot back.

  

  Business Response

  Date: 05/18/2023

  Dear ***********************,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We are also so sorry for the issues that you are having with your robot, We completely understand the frustration that you are having, We will have one of our agents reach out to you to discuss the process of a refund.
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:05/17/2023

  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 an item on 3/26/2023, from Fingerhut, and opened the ninja creami on May 7th. I registered my product on the ninja website as well. I used the product twice and everything was fine. On the 3rd time, the product began smoking and putting smoke and metal pieces into the cup. I reached out at least 5 different times to the company, including chat, email and phone calls, and continued to me told that someone from claims would reach out to me. They said that they escalated my issues numerous times, yet nobody reached out. There is a warranty on this project yet nobody has done anything. I already provided pictures to the business yet nothing has been done. One of the escalation cases numbers I received was 11891360.The product information is:Model number: NC301 Serial number: ************ Number on the plug: ****

  

  Business Response

  Date: 05/17/2023

  Dear ***********************,

  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 your unit smoked and also melted. We will have one of our agents reach out to you in the next few minutes.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team