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 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:04/20/2023

  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 bought a shark AZ2000W vertex vacuum cleaner in October, 2020 with a 5 year vip warranty. Today I called customer service because the wand is not keeping a good connection with the floor nozzle. When the unit is pushed forward, all is fine. When pulling pack, the connection is lost and the light and rollers stop working. I was told the wand is a wearable part and not covered by the warranty. According to the information in the vip warranty, all parts and shipping should be covered unless the part is something that requires regular replacement or maintenance, which the wand does not. Eventually the representative agreed to send me the part for just the shipping cost. Im still not happy with this solution. According to the warranty the shipping and part should be covered.

  

  Business Response

  Date: 04/21/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will be reaching out to you by phone today Apr/21/2023 at 9AM your local time.  If we get no answer we will leave a message, if possible, we will also send 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:04/20/2023

  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 brand new Shark Stratos Cordless Vacuum distributed by the SharkNinja Operating LL located in *****************. Model # IZ862H, S/N: X19RT602Z7J4. In a couple of weeks it stoped working. When called to the customer service they were rude and refused to fix the problem.

  

  Business Response

  Date: 04/21/2023

  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:04/20/2023

  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.

  On 4/17/23 I ordered 2 containers for my Creami Deluxe (model/series 501). Order # ********-00. The order total was $35.94 ($29.99 for the containers the rest for shipping)On 4/19 I received the package but the containers werent for the 501 model/series. I chatted with ****** in customer service and was first advised I ordered the incorrect containers. I then pushed back that I ordered the correct containers, but the incorrect ones were sent. ****** did confirm I was correct that the incorrect containers were sent because the ************************************************************************* place. The incorrect ones dont fit my machine. I was told there was nothing that could be done since the correct ones arent in stock. That I need to reach out when they are in stock to order the correct ones. Basically I have paid $36 for containers that are useless to me. So frustrating and upsetting. No one has these containers in stock. Ninja should have also listed these as out of stock.

  

  Business Response

  Date: 04/21/2023

  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.  We have already refunded the amount of the pints, we are unable to refund the shipping.  We would still like to discuss this with you.
  
  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

  

  Business Response

  Date: 04/21/2023

  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.  We have already refunded the amount of the pints, we are unable to refund the shipping.  We would still like to discuss this with you.
  
  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: 04/21/2023

  [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:04/20/2023

  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 fought into shark vacuums in the last year and both of their hoses have ripped apart at the handle I'm going to do my best to glue it up so I can still use my vacuum but this seems like a big problem maybe a manufacturing issue ones I've gotten previously did not have this problem but these are both different models so I'm not sure but it ***** after spending that much money that you can't use your vacuum

  

  Business Response

  Date: 04/21/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience with your Shark vacuums, as customer experience is very important to us at Shark/Ninja.
  
  We will reach out to your phone number ************ at 9AM your local time today Apr/21/2023.  If we get no answer we will leave a message and also send 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:04/20/2023

  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.

  I placed an order directly through Shark on 3/26/2023 (Order #********-00), in the total amount of $439.18 (after use of a promo code advertised on the Shark website), and paid via PayPal. I have never had an issue using PayPal, however I received an email from Shark on 4/4/23 re: "First Notification: Credit Card Rejection" which stated that they were unable to collect the payment, and listed a different subtotal, different discount, and ultimately a different order total ($483.95) than my order confirmation ($439.18). I was skeptical of the email so I called the customer service number from the ********************** website on 4/6/23 and spent 35 minutes on the phone trying to explain the issue, which is that Shark is now trying to collect a higher amount than what was initially authorized, so PayPal won't allow that transaction to go through. The person I spoke to stated yet another total ($449.00) and said the problem was that I was charged twice for shipping, that he would remove the second shipping charge, and the transaction would go through via PayPal within 24 hours. When that did not happen, I responded to the original email I had received to request assistance again, and received an automated response that said someone would respond within 24 hours - today is 4/20/23 and I have still not received a response, however I did receive a second email "Second Notification: Credit Card Rejection" on 4/18/23 again stating that I owe a payment of $449.00. I immediately called the number from the email, spent another 30+ mins on the phone, and said I would pay the $10 difference to just be done with this issue. I asked that they cancel the PayPal transaction and provided an alternate credit card. They said I would receive email confirmation of the canceled PayPal transaction and see the charge to my credit card within 24 hours, and that has not happened. I have been trying to pay for almost a month, and feel that I am being price gauged after the fact. Email record can be provided.

  

  Business Response

  Date: 04/20/2023

  Hello *****,
   
  Thank you for contacting SharkNinja.
   
  We attempted to reach out with a voicemail being left at **************
   
  Could you please provide a time that would be convenient for us to reach you in order to help you with this situation. We would like to help get your method of payment figured out for your order.
   
  If you prefer, you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
   
  Please reference your ticket number 11709209.
   
  Kind Regards,
   
  ****
   
  Customer Service Team
  SharkNinja Operating LLC
  Ninja ***********

• Initial Complaint

  Date:04/19/2023

  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.

  Upon the very first usage of my Ninja Blender's food processor pitcher & grating disc the machine let out a huge crack and started making horrible grinding noises. I opened it up to find part of the grating disc had shattered and the rest had begun to melt and stream into the food I was trying to blend, and it had also shaved chunks off of the lid in the process.I contacted customer service via *********************************'s chat and they told me I would have to pay for a replacement disc and lid because those parts are not covered under warranty and that the issue "could happen if assembled incorrectly" even though I assembled it correctly and it was working for several minutes before it exploded itself. When I pressed for a better resolution they offered me the "kindness" of allowing me to have one of them for free and pay for the other one + shipping.At this point I don't think I even want a ninja product anymore even though I used to tell everyone how much I loved them. I would like a full refund so I can purchase a blender through a more reputable company instead.

  

  Business Response

  Date: 04/20/2023

  Hello ****,
  
  We are sorry to to hear you had this experience with your Ninja *********** Blender UltimateSystem. We are sorry this happened and would be happy to refund you for your purchase. We would like to send you a prepaid label via email for your local ****** The label is good for 14 days. Once your parcel is sent back via ***** and received at our warehouse your refund will be applied back to your credit card to which the order was placed on.
  
  If you have any other questions, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST. with your ticket number 11707377.
  
  Kind Regards,
  
  ****
  Shark/Ninja Escalation's

  Customer Answer

  Date: 04/28/2023

  [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:04/19/2023

  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.

  Order #M9081347-00 Account: ******* Order Date: 10/13/2017 Payment Method: Credit Card ending in **** Shark IONFlex 2X DuoClean Cordless Ultra-Light Vacuum Model # IF09DR09 Paid $419.70 (plus purchased an extended warranty)I would like to make this complaint about how Shark handled my customer service request. I also purchased an extended warranty on this vacuum as well. When I called Shark, my extended warranty had literally "just" expired. Such a disappointment as I use this vacuum for everything, everyday and it was a very expensive purchase for me to make. There is a mechanical issue with the vacuum and when you are using it, it just shuts itself off. I went through the steps to try to fix it over the phone with the customer service reps. **** even had me submit a video of the vacuum powering down while in use. **** should have that on file and record of my call in their system. This is proof that this is indeed a mechanical issue that needs repair with another part which they can not provide me. I called customer service and spoke to multiple people including a supervisor. **** told me that the vacuum is NO longer being manufactured and also that there are NO available parts to fix the mechanical issue. I then proceeded to ask if I could get some kind of credit to purchase a NEW vacuum from them and they said NO. That there was nothing they could do. I couldn't believe it! Here I am a consumer trying to keep my money with Shark and they were not willing to help me in any shape or form. I find it unfair and unreasonable that if they no longer manufacture this vacuum and have no parts available to service and repair it, then as a company they should do something to help me replace the broken vacuum that is no longer usable.

  

  Business Response

  Date: 04/20/2023

  Dear *******,
  
    Sorry to hear you are having an issue with your Shark IONFlex.  We attempted to reach out to you and left you a voice message at **************. Could you please provide a time that would be convenient for us to reach you.
  
  Also, if you could please attach a picture of your Shark IONFlex  and when we reach back to you we can start the process to resolve this matter.
  
  If you prefer, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST. with your ticket number 11707123.
  
  Kind Regards,
  
  ****
  Shark/Ninja Escalation's

• Initial Complaint

  Date:04/18/2023

  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.

  April 17. Ordered the grill with 2 accessories. Entered the promo code. 10% discount prior to taxes and shipping showed on the screen. Entered my CC to submit payment and the receipt showed for the full amount, no discount (the total was a little over $60 more than what I agreed to pay on the screen when I clicked submit). I called them to let them know and ask that they apply the discount or cancel the order. They said I would get a resolution within 4 to 24 hrs by email. Instead, the next day, over 24hr later, I got a new charge on my CC. I called back and let them know there was no resolution just another charge, so I wanted to just cancel the order. They said that I would get an order confirmation cancellation within 3 to 4 min by email. Instead, I received a shipping confirmation within 3 minutes and nothing else. I called back 30 min later and explained the situation again and was told that the coupon should be used on the next order and that the grill was cancelled but I was charged and would receive the accessories (full price). I told them I do need the accessories but there was nothing they could do. I believe this company has been intentionally deceitful, applying promotions on the screen and then charging full price. When given the opportunity to fix the issue, they doubled down and now shipping accessories without the grill is the ******* on the cake. They should not be doing business in this State.

  

  Business Response

  Date: 04/18/2023

  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:04/18/2023

  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.

  For Christmas 2022 my husband and I purchased a Shark Vertex Cordless vac-this was a big purchase for use (nearly $500) but we have been LOYAL shark customers for years. This vacuum has under preformed since day one. Continually getting worse day by day until the motor began over heating. I finally broke down and called Shark- they ended up replacing the unit. Me fingers crossed that this one would work well. It indeed does not, I mean I am not being crazy particular either this vacuum picks up nothing, I havent had a clean rug since buying, I reached out to shark again about this issue, begging them to this time exchange the unit for a traditional upright vacuum vs this stick vacuum which doesnt work at all. I am not picky my previous $100 upright sharks worked wonders, they refused, I do not want another stick vac as they do not work, the motor is now getting overheated in the replacement-these are just junk, I wish Shark would make good on this because as much money as I invested in this unit and them being unwilling to help me when its not a functional product I will not be spending anymore out of pocket on a shark and will have to go with another brand, this breaks my heart as again I have owned many sharks and loved them. I am beyond sad at how the company has handled this issue.

  

  Business Response

  Date: 04/18/2023

  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:04/17/2023

  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 HAVE A LIFETIME WARRANTY. THIS COM***Y IS NOT HONORING THEIR WARRANTY. THEY ARE UP SELLING ME A NEW *** AND REDUCING THE WARRANTY ON MY BOX. WE DID A VIDEO CALL TO INSPECT THE **** HE COULD NOT SEE THE *** IS CONCAVED INTHE MIDDLE 6" ROUND.THE NEW *** WOULD COST THE ORIGIONAL PRICE PLUS SHIPPING.THIS IS FRAUD.

  

  Business Response

  Date: 04/18/2023

  Dear *******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will try making contact by phone 9AM your local time today Apr/18/2023.  If we get no answer we will leave a voice message and also email you 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