Complaints

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

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SharkNinja has 10 locations, listed below.

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  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid 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:05/16/2023

  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.

  04/11/23 I placed an online order for the Ninja Foodi NeverDull Premium 17-piece K set for $342.05 (Order# ********-00). I used my PayPal account to pay for the purchase for online safety. I received the product shortly after and was very pleased with the quality of the knife set. On 04/20/23, I received an email from Shark Ninja stating that my payment didn't go through. I was confused because I already had my knife set, and now I was receiving a message saying they couldn't collect my payment from PayPal. I thought it was a scam and researched before contacting them back. Once I reached the number, I talked to a guy who told me that it was ******'s fault and that I needed to contact it to see why they were not sending Shark Ninja the funds. He also told me that he would contact his department to have them try to retake the payment. I called PayPal right after I hung up and was told that it was Shark Ninja's fault and that I had plenty of funds available and charges weren't being blocked. The PayPal Representative explained that when you place an online order and use PayPal to purchase an item, the seller is supposed to push through a pending hold to make sure the funds are available, which Shark Ninja did. Once the product is shipped, the seller is supposed to request that the funds be deposited into their PayPal vendor account, which has yet to happen. I called again because I received a second notice on 5/7/23 telling me the payment failed and I would be sent to collections if I did not contact them with payment. I have been calling several times to try and get them to bill my credit card and everything. Payment has yet to be taken today, yet they sent me to collections. This is a terrible way to run a business. I have perfect credit, and this better not hit my credit report because I've been trying to pay you, scammers, repeatedly! Buyers beware! They even tacked a few extra dollars on compared to what my original receipt shows.

  

  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 apologize that you are having this issue and understand the frustration this is causing you, We will have one of our agents reach out shortly to update you on the payment process.
  
  
  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:05/16/2023

  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 purchased a Ninja CE251 coffee maker on 7/21/2022. It is not used daily, and in fact was not used for several months. This past Sunday May 14 2023 I used the coffee maker and the carafe leaks all over a brand new white counter top. I had a conversation with customer support yesterday and even did a live video chat showing the problem. She told me the best they could do was to sell me a new carafe at a discount.This is a $100.00 coffee maker that has been barely used and not even a year old. I would expect a carafe to last longer than that and to be sent a replacement since its less than a year old. I tried brewing again today and after the brew taking the cover off the carafe to see if that was the problem. It doesnt matter if you pour slow or fast, it still drops under the thick black plastic down the glass carafe I am not asking for a new coffee maker, I just want a replacement carafe that actually works correctly free of charge since its less than a year old

  

  Business Response

  Date: 05/16/2023

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

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************. We also do apologize that you carafe leaked and it went all over the new counter top that you purchased. We will have one of our agents reach out to you soon 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

  Customer Answer

  Date: 05/21/2023

  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. 

  Thank you for the quick response

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  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 creami from ******* on 3/29/2023 and paid $150 for it. Since then, I have followed all instructions in the users manual and on two occasions now have wound up with pieces of plastic in my ice cream. The blade is scraping the sides of the pint and as a result I've both eaten and served ice cream with shards of plastic in it. I have contacted ninja twice via phone in the past month. Their customer service was awful and the individual on my last phone call accused me of lying and told me it was safe to eat plastic. They have sent a new pint and a new base, but have not addressed the problem and Im still seeing plastic in my ice cream. I have seen other complaints about this particular model (NC300) causing this issue for other consumers. This is a serious health concern and I believe the device should be recalled and individuals should be compensated.

  

  Business Response

  Date: 05/16/2023

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

  We are sorry to hear you are dissatisfied with your Ninja Creami and the issue that it is scratching the side of the pints, We will be more then happy to resolve your issue, We will have one of our agents reach out to you soon 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

• Initial Complaint

  Date:05/15/2023

  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 purchased a Shark Hydrovac on 5/6/23. Model#WD200.Im trying to order the disenfect solution since I bought it and your website keeps saying it out of order and no one sells it How can you sell a product and not have the cleaning solution that you have to use? Also, the reservoir that holds the clean water and cleaning solution is leaking is this part of the warranty?

  

  Business Response

  Date: 05/16/2023

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

  We are sorry to hear you are having issues with your water tank and not being able to place the order for the solution that you are looking for. We are escalating your concern about the solution that you want to see when the product will be in stock, We will also have an agent call you in regards to the leaking water tank so your issue for this can be 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:05/12/2023

  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 wish there was an option for 0 stars. Quite possibly the worst customer service that you will ever experience. I purchased a ninja creami deluxe - $264.41 and the item arrived without any of the pint containers that you have to have to use the machine. I immediately contacted them and they told me they would send replacements and that it would take **** days to receive. Fast forward, I still havent received the pints and it appears either they have sold out of the pints are are no longer stocking the item. I called in and after waiting on hold for **************************************************************** back. I called back in and was given a resolution totally different that the previous one provided and when I asked to speak with her they told me she was unavailable. I requested to speak with a supervisor and they told me none was available and that someone would contact me between 1 to 4 hours. 5 hours later I called back and they told me no one was available again. I went back to work and missed a call several hours later and called back, and they again told me no supervisor was available and I would have to wait an additional 1-4 hours for a returned call. The next day, the supervisor called me and didnt offer any different resolution other than waiting an unspecified amount of time since the part is out of stock. Ive been waiting since April 23rd for the delivery and after contacting support, I was basically told to just keep waiting and it would arrive at some point within the next 3 weeks hopefully because the items are on back order due to high demand.Meanwhile I have this ugly machine on my counter that I can use in no way and cant even return because they say it isnt defective. I will never purchase any of their products again. I would like the replacement part immediately or an item of equal or lesser value to replace the one that cant function without the missing part.

  

  Business Response

  Date: 05/15/2023

  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 did not receive your pints when opening the unit and that you also have to go through a lot to just get the pints that you are required to have. We are currently looking into this matter and an agent will reach out to you about this issue 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: 05/15/2023

   

   

  I have reviewed the response but it gets me nowhere closer to a resolution than the previous agents before.  The fact remains that I still do not have the parts needed to operate the machine, and will not have it for at least 3 additional weeks, after already waiting patiently to have it resolved  

   

  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.]
  
  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: 05/15/2023

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

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  
  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:05/10/2023

  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.

  My Shark vacuum stopped holding a charge less than a year after purchase. When I called customer service about my device not holding a charge, I was asked to pay $20 plus $10 shipping for a new charger, as this was apparently not covered under the warranty. The new charger did not change the fact that my Shark vacuum does not hold a charge, so I called customer service again. **************** said they would send me a new device, though I would have to pay ANOTHER $20 or $30 for shipping. This was two weeks ago and I have no new device nor even a tracking link to show for the exorbitant shipping fee I paid on top of paying for the useless new charger. **************** is clearly set up to get the customer to spend even more money before they will bother to help you. I now haven't been able to properly vacuum for weeks due to all the waiting and it is exacerbating my spring allergies. I was impressed by the product while it worked but the nickel-and-diming from Shark customer service has ensured that next time, I will purchase a Dyson. I will no longer recommend Shark products to my friends, colleagues, and relatives after this experience.

  

  Business Response

  Date: 05/10/2023

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

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************. We completely understand your frustration when it comes to paying for parts and the new unit, We also so understand how important the vacuum is you and your overall health. We will have one of our agents reach out to you to discuss the replacement.
  
  
  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:05/09/2023

  Type:Sales and Advertising 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 deluxe pints and lids for ***** plus tax and shipping, total *****. Apparently they were out of what I ordered and sent regular pints instead and these dont work with the machine I also recently bought. When I called to speak to them they said that they had shipped what I ordered. Someone had gone into the system and changed the item and price of what I had ordered. I returned the shipment because I cant use them and they are only refunding me for the lower value item that they sent and I returned. They owe me ***** and I would like the full refund. Their customer service agents were rude and when I called them on the bait and switch, they tried to tell me that what they sent would work in my machine. So you are out of the more expensive item, you replace it with something cheaper and then tell me its my mistake and refund me for less than I paid. Thats just not good business and I am going to guess its probably not legal. Totally shady.

  

  Business Response

  Date: 05/09/2023

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

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

  We have placed the order for the missing amount $19.54. We will be processing that refund today and it should show up on your cards with in 3-5 business days. Again we do apologize for the inconvenience this has caused you and understand your frustration with this process.

  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: 05/10/2023

  [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:05/08/2023

  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.

  We purchased a shark vacuum through Walmart.com on December 11,2022. The vacuum has been inoperable since May 2 2023. We have been online and on the phone trying to work with customer care to fix the issue. However the only solutions we have been given were to pay for the shipping of the parts that *** or *** not fix the issue. The vacuum is only 4.5 months old with a 1 year warranty. When I asked to speak with a supervisor the Romanian CCare rep ******* said that it would not be possible to speak to anyone but her. The subtotal pre ship and tax is ****** the warranty parts were going to cost ** half the cost of a new product. I want only to get a full refund and to sever all ties with shark. The lack of care and horrible treatment of my wife during this process has been the final straw that we cannot repair. The ticket number we have been communicated about is #********

  

  Business Response

  Date: 05/09/2023

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

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We attempted to reach you and left a voicemail at ************** in regards to your concern. We will have the agent reach out to you again so that we can resolve 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: 05/10/2023

  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. 

  Today following up on the May 9, 2023 email I contacted Sharkninja ******** care. I was placed on hold for ***** minutes the first time. Then when I hung up and called back was told no one from a supervisor position was available. Sharkninja in the email as a response to the filing has said they tried to call me. This is false as they called my wife and left a muffled response that you cannot understand any directions or instructions. I will be the only point of contact for this moving forward. I left my cell phone this morning, I also stated this phone number works 7-5 Monday through Friday.
  
   
  
  We have spent too much time on this company already only to have been frustrated and told to pay for the warrantied device 1/3 of the original cost which we paid 4.5months ago.
  
   
  
  Please feel free to contact me if you have any questions.
  
   
  
   
  
  ********************* 

  

  Business Response

  Date: 05/10/2023

  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 are having this type of issues to get this issue resolved, We will be having an agent reach out to you in a few moments.
  
  
  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:05/08/2023

  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 purchased a kit of 2 shark air purifier replacement filters on 02/05/23 in the amount of $ *****. My order number is Order # ********-00. On 02/08/23 I received an email from Shark Home with a tracking number and estimated delivery dates. I have attached a copy of email with tracking and receipt of purchase. I clicked on the link to follow tracking a couple of days after but the tracking information was still at label created. I gave it a little more time. I called Shark in March and I was told that my item was on back order and it would be in stock in about 5 weeks. Mind you when I initially placed the order this was never specified to me. So I decided to wait in April I reached back out to Shark since tracking information hadnt been updated to get the status of my order. I was then told that the item was no longer available and was discontinued. I asked for a refund and I have been back and forth with Shark since. I have spoken to several representatives and supervisors, to be told that I would receive my refund with 3-5 business days and I havent. At this point I just want my money back since my order was never filled. Thank you

  

  Business Response

  Date: 05/09/2023

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

  We are so sorry to hear that you did not get the air filter that you were looking for. We completely understand that it should have said not in stock on the website so that you did not have to go through this process, We also want to apologize for any inconvenience this has caused and understand your frustration. 

  We have escalated your issue with your refund and the refund should be in your account with in 3-5 business days, We will have an agent reach out to you  when the refund has been processed to make sure that you have received your refund in you account.

  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: 05/11/2023

  [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:05/05/2023

  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.

  Shark Ninja keeps cancelling my orders for no apparent reason. I've attempted to place three orders so far which all get cancelled right after I place them despite all of my payment information being accurate, and the charge pending on my card. This has been a really frustrating experience, nobody at their customer service has been of any help. Here are the order numbers (************, ************, ************)

  

  Business Response

  Date: 05/08/2023

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

  Thank you for reaching out to us.

  We are so sorry to hear that you are not able to place an order on the website and we completely understand the frustration this is causing you, Please rest assured that we are looking into why your order continues to cancel and we will be getting in contact with you as soon as possible so that way we can get this 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: 05/09/2023

  Hi, can you follow up regarding the cancellations as soon as possible? 

  

  Business Response

  Date: 05/10/2023

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

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. Yes once we do know why your order is being canceled we will have an agent reach out to you for this matter, We are so sorry that this is taking this long but we thank you for you patience.

  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