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

  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 Ave 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:04/29/2023

  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.

  We got the Ninja Foodi NeverStick Essential 14-Piece Cookware Set, guaranteed to never stick 2 Pots starter losing the non stick stuff right off the bat. I had called and they said they would send a new pots but the shipping cost was as much as tthe pots cost itself (way more then the real shipping cost would be for them). Seems they try to make money from the "shipping" cost when doing warranty support. Its their fault for selling faulty items they should cover the cost to fix their fault. Now 80-90% of the set has done the same thing. I want a refund or replacements.

  

  Business Response

  Date: 05/01/2023

  Dear *****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We left you a voice message and sent you an email as well.  If you could reply to that email we sent, we will be more than happy to resolve this matter.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact ** by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:04/28/2023

  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 bought a Shark Vacuum Apex at ******* roughly 11 months ago. The vacuum head shorts with the brush roll starting and stopping erratically along with the light. Obviously there is some type of electrical short that is beyond my control. When I called customer service, we troubleshooted via live video where the agent offered to ship me a replacement power head for $89 plus tax. This vacuum was expensive and now I'm being told that the power head is not part of the warranty. He then told me his supervisor allowed a discount of 50% off for the powerhead. I informed that I will not be spending any money and he asked if there was anything else then he could help with.This vacuum is less than one year old (model AZ1002) and Shark really stinks by not only avoiding warranty service but trying to get more money out of me simply because I bought the item from a retail store and not them.This should be a class action lawsuit again Shark Ninja.I would like this vacuum replaced.

  

  Business Response

  Date: 05/01/2023

  Dear *****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We left you a voice message and sent you an email as well.  If you could reply back to the email we sent, we will be more than happy to help.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  SharkNinja Escalations Team

  Customer Answer

  Date: 05/01/2023

  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.]
  
  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,

  Belle

   

   

• Initial Complaint

  Date:04/26/2023

  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.

  Hose broke at insertion site to plastic handle for Shark NV352 vacuum cleaner. Called customer service and even did live video call to be told that this part of the vacuum is not covered under warranty. This is very disappointing as it is a product defect, and replacement should be covered at no cost. This was my first time ever calling Shark Ninja, and I'm disappointed in the wait time and the customer service I received. I would like to be refunded for the charge for a replacement part as a commitment to the quality of their products.

  

  Business Response

  Date: 04/27/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ and left a voice message.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:04/25/2023

  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 SharkNinja FlexStyle Multi-Styler from their online website on 27 February, 2023, Order # ************. It was terrible for my hair and I started the return and refund process. It has become a nightmare journey since. Almost a week after my returned item has been delivered to them (on 18th April, 2023) by ***** (and I have the receipts) there is no sign of my refund. It's beginning to feel like a scam at this point after making multiple calls over a number of days to customer service, being put on hold for hours at a time and being told every time that my refund will be issued in a couple of hours and then nothing. One customer service rep hung up on me. I'm literally on hold with another one as I'm writing this and now being told the refund will be issued in 3-5 days, which is what they said the last time I called on the 18th of April. Meanwhile the credit card payment I made is accruing interest while I'm sitting here waiting for *** money back which is already going to have 10 percent deducted from it as part of their return policy. It's unbelievable that this company is operating in this unethical manner in a country like ****** and violating all kinds of consumer protection rights. I would like immediate recourse before posting this on every social media forum and writing about my experience (and finding others) in my capacity as a journalist for the Toronto Star. [Update] Still not being given any confirmation of refund, no email, in fact, they are refusing to provide me even a case referral number and saying I should call again in 15 mins for that. This has been what I've been doing all day during my billable working hours.

  

  Business Response

  Date: 04/26/2023

  Dear ****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We have forwarded your information off and will reach out to you as soon as we hear back from our head office regarding your refund,
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 04/26/2023

  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. 
  

  I got a call from the escalations department this morning and I also reached out to ********************* the ** sales at Shark Ninja. Both reassured me that my refund would be processed ASAP and ***** even offered a complimentary product. Since then, its been radio silence. I have no refund, no updates. How hard is it to return someones hard earned money? Other business have processed refunds much faster and competently than this. I have now spent over a week of my time and sanity on this. I would like answers as to whether Shark Ninja has officially stolen my money and also kept the item that I returned. What do they plan to do to return my cash and compensate me for my distress and time lost trying to deal with this? 

  [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,

  Saba

   

   

  

  Business Response

  Date: 04/27/2023

  Dear ****,
   
    It was a pleasure speaking to you yesterday.  The refund has been processed as of yesterday so please keep an eye on you account for the refund as it can take 3-5 business days.
   
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team
   
  

  Customer Answer

  Date: 05/01/2023

  [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:04/25/2023

  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 went through troubleshooting steps on the phone on 4/16/2023, the agent said the main body of the machine needed to be replaced, I specifically gave the model number with the ** (rose gold suffix), when I looked at the email for the replacement order it made no reference to color so I asked the agent who said it would be grey, I said that is unacceptable as our unit would be mismatched and that is not what I purchased. I asked to speak to a manager, the agent left for 5 minutes and came back claiming it was her mistake and the unit would indeed be rose gold.When it arrived it was grey so I called back and they said they couldn't do anything, I escalated and a manager called back and said he was putting an order in for the rose gold.I made a comment about the situation on social media and the social team asked me to DM, so I related the situation, they said that it was showing as another order for a grey one so they re-did it, I explained that the previous person specifically ordered rose gold so if it was now saying grey there was no reason to expect the same thing wouldn't happen.On 4/24 I got a response confirming that again it would be grey, and that the ** was unavailable with no ETA date. They claim they reserve the right to replace with another color or upgrade, I said yes but that is only reasonable if you are replacing the whole machine, not just a part. I received no response.

  

  Business Response

  Date: 04/26/2023

  Dear *******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We left you a voice message regarding your issue. If you could please reply back to the email we sent you, we will be more than happy to rectify this matter. 
  
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  SharkNinja Escalations Team

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am waiting for a $4.00 refund since April 4 2023 I have called several times and every time I call I get a new and different answer. They will not let me speak to a supervisor and continue to keep me on hold.I just want my $4.00;returned to my account as promised April4th.Thank you

  

  Business Response

  Date: 04/26/2023

  *****************,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** at **********************/**********************.  We sent you an email transaction which was done yesterday for the refund you are requesting.  It will take 3-5 business days to go back on to your account.  We do apologize for the delay and appreciate your 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,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/03/2023

  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. 

  I have rejected the above because I was told by someone named *** last week that she would for sure call me this past Tues she even set a time to make sure my refund happened.Today is Thursday and no call.
  Thank you,
  ********************* 

  

  Business Response

  Date: 05/04/2023

  ***************** ******,

  We are sorry to hear you are dissatisfied with your experience as customer experience is important to ** 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,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 05/08/2023

  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.]
  
  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,

  Abby

   

   

• Initial Complaint

  Date:04/24/2023

  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 the new shark robot vacuum As seen on tv, they have lifetime warranty i told them to add it they never did. So i called them they are vary rude and dont care aboiut customers, they just care about money. I even asked for a manager they dont care ether, I need something done if you want to keep me as a customer i purchase alot of ********************** items but after this experience most likely not..

  

  Business Response

  Date: 04/25/2023

  Dear ******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. It was a pleasure speaking to you today and if you have any further concerns, please reach back to us.
  

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

• Initial Complaint

  Date:04/24/2023

  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 vacuum cleaner in November 2020, paying $300 for the vacuum. The warranty on the product is a 7 year limited warranty. The cheaply ***************** plastic housing to the wheel broke and the wheel fell off. When I contacted shark, the representative told me the warranty was based on how often I used the vacuum and told me that this was not covered in the warranty because the replacement part was available for purchase for $120 plus shipping. I asked to be connected to a supervisor and was denied on 2 separate occasions. If I am paying $300 for a vacuum cleaner, I expect that it lasts a little longer than 2 years, the customer service is a little more helpful, and they follow their warranty that is posted on their website and not make up not covering things if the part is available for purchase which is not anywhere in the warranty.

  

  Business Response

  Date: 04/25/2023

  Dear ****,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We see that there is an order setup for your Floor Nozzle for your vacuum which you should receive today by the end of the day with the tracking number 647255826226.
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:04/22/2023

  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.

  Purchased Lifetime VIP warranty for a vaccum cleaner. Company will not honor the warranty past 5 years. Company states the warranty purchased has "changed" from what was stated as covered when purchased.

  

  Business Response

  Date: 04/24/2023

  *****************
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ your mail box is full we could not leave a message.  We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:04/22/2023

  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 has been charging my account at random intervals after a one time charge was agreed to.

  

  Business Response

  Date: 04/24/2023

  Dear ********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We again apologize for your the billing issue and the way you had been treated.  As per our conversation today we are unable to refund the S&H fee but we are sending the new Ninja NeverDull Premium 7" Santoku knife valued at 49.99$.  You can expect to receive that in **** business days.  We have also removed your credit card information from your account.
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team