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

  178 West Service Road Champlain, NY 12919

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  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:04/03/2023

  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.

  Ordered date: 7/12/22 Paid $369.99 Bought from: Amazon Model IG651 SN: F12RS503Z7S3 Still under warranty Ninja IG651 Foodi Smart XL Pro 7-in-1 Indoor Grill/Griddle Combo, use Opened or Closed, with Griddle, Air ******************************** Grate, Flat Top Griddle, Crisper, Smart Thermometer, ********************** said they are sending new unit and label to ship dead one back, take to ****** she said I could leave the unit on my porch for ***** to pick it up without a box, then said I have to buy a box for ***** to take it.Email instructions are different than CS told me, told me to put in a shopping bag, which I ***'t have a shopping bag the grill will fit in. I asked to speak with a supervisor regarding this conflict of information. The supervisor got on the line and was repeating over and over their policy that I have to provide a box, even though the previous product of theirs that died, they shipped the new units I placed the old unit in the new box and it sat and was never pricked up. The 2 new units they sent both died well before 6 months.The supervisor told me things about the warranty of the grill I would be getting which does not match the information they have on their website. The website to this day states the new unit will be covered for 6 months, he said something different. Ninja continues to provide wrong information. They have sent new grills out to people after verifying by video that they have the same error and do not request the defective grill back. Why *** they not recall these defective units. I was told to call back in for a new ***** label because the one they sent me has an expiration date on it, they do not even provide a label that will be good until the new unit arrives. The supervisor threatened me once I told him I would report to the BBB that he will not send me a new unit as promised, this is horrible after he had JUST promised a new unit would be sent and I'm to put the old unit in the new units box.

  

  Business Response

  Date: 04/03/2023

  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

  Customer Answer

  Date: 04/03/2023

  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. 

  Ninja also needs to arrange pickup from my house of the old grill.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 04/04/2023

  Hello ********,
   
  Thank you for contacting SharkNinja.
   
  We can most certainly help you with a ************ of the package.  We do have one suggestion that also may work,  We see the new Ninja is due to be delivered tomorrow Apr/5/2023 by ******  If you have already printed off the label, and you are home when they arrive you can send your faulty unit with them.  
   
  However, if you are unable to do this then please advise of a date, time of day and location where the package can be picked up, ie by garage.
   
  We will wait for your response.  Enjoy your day!
   
  Kind Regards,
   
  *****
  On behalf of Shark/Ninja Escalations 

  Customer Answer

  Date: 04/05/2023

  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 was specifically told by Ninja the dead unit has to be in the box of the new unit, I cannot unpack and repack the dead grill while ***** waits on me to do this. 
  I can provide a date and time after the new unit has been received and I have thoroughly checked it over to make sure it works and there are no missing parts.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 04/10/2023

  Hello ***,
   
  Thank you for contacting SharkNinja.
   
  We are sorry to hear you received a used Ninja.  We know that some of our products go through random testing before shipping to consumer.  Did the box look tampered with?  Can you send images?  If you accepted our offer we can replace the Ninja just received with another one.
   
  As far as communicating through BBB is not an option for us we handle the case with you directly.  It is fine to use the label we emailed you to return the item.  We just need a date and time to coordinate a pickup for both.
   
  We will wait for your response.
   
  Kind Regards,
   
  *****
  On behalf of Shark/Ninja Escalations 

  Customer Answer

  Date: 04/10/2023

  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. 
  

  Ninja is due to receive my original defective and not working grill today via ****** Ninja did not want to correspond with the BBB regarding getting the unit picked up at my home. The unit will be in their possession according to ***** tracking today. Ninja refused to address.

  As far as the "new" unit is concerned, the grill didn't appear used, but the grill insert was already used. I am not going thru the replacement process again seeing as Ninja is so difficult to work with and refuse to also communicate with the BBB. 

  SharkNinja is a large corporation, they need a better system for sending out new versus used products, especially when promising a person a NEW item, this is not the first time that this has happened with Ninja and their products.

  According to their website this new/used grill they sent me now has a 6 month warranty.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 04/14/2023

  Dear ********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We understand your frustration in receiving a used insert with the Ninja grill, we sent to replace yours.  We are not sure how this happened but we want to make this a better experience.  We would like to offer to replace the grill.  We would send it out first, for you to make sure it is in new condition.  Then we arrange with you a date and time for ***** to pick up the used Ninja.  We will wait for your response.  Enjoy your weekend!
  
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 04/18/2023

  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. 

  I have already responded to this letter, see previous letter. I show that Ninja has received my old defective unit, therefore I have a six month warranty on this "new" unit they sent that I have been using. I am not going thru this again with Ninja. As far as I am concerned the complaint I filed with the BBB is closed. As far as Ninja sending out units with used parts is entirely on them, they have done it twice before with another product, they will just send another used product. I am unable to lift another grill into my home.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 04/19/2023

  Dear ********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We understand your frustration when receiving items that have used parts in them is not pleasant.  We apologize for that and if there is anything we can do to make this a better experience please let us know.  As far as warranty on the replacement Ninja you are correct it is 6 months.  However if the original purchase date is greater than the 6 months then we go by the greater of the two.  For example if an item is purchased on January/1/2023 and we replace the unit in March/1/2023 then the warranty still goes to Dec/31/2024, now if it was purchased in January/1/2023 and we replace the unit in Dec/1/2023 then it extends it out the 6 months.  We hope this wasn't too confusing.  We wish you and your family all the best.
  
  
  Best regards,
  
  ***** on behalf of
  Shark/Ninja Escalations Team
  
  

  Customer Answer

  Date: 04/20/2023

  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. 

  That response is confusing. Please give me my correct warranty end date, you have my proof of purchase.
  
  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,

  ********

   

   

• Initial Complaint

  Date:04/01/2023

  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 have always used shark products, but never again will I buy one. We bought a cordless vac about a few years ago. It lasted just over 2 years. I expected more from a shark, but we used it everyday so we figured we got our use out of it. We bought another one January 19th 2023. After about 3 weeks it started making a loud noise in the motor. We contacted shark and for some reason it was not covered and we had to spend almost 100 dollars to get a new part. Now it is doing it again. We narrowed it down and it sounds like something in the rollers. Again it's not covered...not the shark company I'm used to. I will never buy another shark product. Almost 3 months over 300 dollars and a piece of c*** is a huge disappointment. I would like a refund for at least the part we purchased a few weeks ago, although a full refund would be appreciated. The product information is registered with Shark.

  

  Business Response

  Date: 04/03/2023

  Dear ********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We are going to be calling ************ at 9am your local time.  If we get no answer we will leave a message.  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:03/30/2023

  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 made a purchase on Shark Ninja's website - I purchased the Shark Ninja Flex Style and an attachment. I provided my credit card, assuming I would be charged the full amount. I received both products in the mail and did not check my credit card to see how much I was actually charged. I started getting suspicious looking emails saying that I owed $29.34. I ignored them because they looked like phishing emails. I then got a notice stating that they were sending my account to collections because I hadn't paid for a product that was sent to me. This was news to me - I had authorized the full amount to be charged to me. It made no sense that I wouldn't have been charged the entire amount at the time of purchase. I called them and paid the amount that I owed (directly to Shark Ninja) on March 6, 2023. I was also told, via phone, that this would take care of the debt and that they would notify ****************************** that this has been paid. I am continuing to receive emails from ******************************, even after the debt has been paid. I want to ensure this does NOT impact my credit score and if it has been reported, that they are forced to rectify this.

  

  Business Response

  Date: 03/31/2023

  Hello ****,
   
  Thank you for contacting SharkNinja.
   
  We attempted to reach out with a voicemail being left at **************.
   
  We have sent you a confirmation via email your account is in good standings. You can also verify with Full Circle at **************. It can take **** business days to reflect this.
   
  Kind Regards,
   
  ****
   
  Customer Service Team
  SharkNinja Operating LLC
  Ninja Help Center

  Customer Answer

  Date: 03/31/2023

  [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:03/28/2023

  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 purchased a Ninja blender. We used it fewer than ten times. My husband moved it on our counter and base broke.I checked reviews on target and there were many, many buyers with the same problem.I called Ninja thinking theyd replace it since its a design flaw and I only used it a minimal amount of times very carefully.The customer service agent was rude and my only option was to purchase a replacement base for ***** . This is a ****** blender that broke after fewer than 10 uses and the company must know about it because of the reviews on the base but they are charging buyers even more to buy a base.

  

  Business Response

  Date: 03/29/2023

  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:03/27/2023

  Type:Billing 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.

  The company charged by card more than they should have and when I contacted the customer service line I had to 4 times for them to tell me there was nothing they could do. At this point I am seriously going to ask for a full credit to all the charges made to my account as the company never even notified me about a 2nd charge coming in. That is against the law and I will escalate this further if needed due to the inconvenience. Everything was paid for in full in the first charge! Why are you charging me more!I need someone from corporate to contact me ASAP **********

  

  Business Response

  Date: 03/28/2023

  Hello ******,

  It was a pleasure speaking with you today. We are sorry for any inconvenience that has been caused. We thank you for sending banking statement showing the charges and the preauthorized charge as well. Someone will reach out to you soon.

   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

   

• Initial Complaint

  Date:03/27/2023

  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.

  At this time, Shark Home ** does not offer their consumer with a legitimate way to return an eligible product. The only way to request a return and mailing label on their returns FAQ page is a phone number that is not available ******** has been unable to complete the call). Businesses should offer a clear and concise (and operating) process to customers to return products that are eligible.

  

  Business Response

  Date: 03/28/2023

  Hello *******,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************.
  
  We see you requested a prepaid label to return your Shark FlexStyle Air Drying & Styling System.
  
  We can see it was set up with a tracking number of ************ and was sent to your email *********************
  
  Please check spam or junk folder if not in your inbox. Please advise if received.
  
  Kind ************************************ Team
  ********************** LLC
  Ninja Help Center

  Customer Answer

  Date: 03/28/2023

  [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:03/27/2023

  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.

  Entered by BBB staff LO Consumer states she ordered a Ninja AirFryer through Fingerhut last December. She has a 2 year protection plan and was told to call the Ninja manufacturer because the AirFryer caught fire. She was told they would escalate the problem to have the AirFryer replaced but the consumer has not heard back from anyone. The consumer contacted the business again and they told her it would take 2 business days but no one got back to her.

  

  Business Response

  Date: 03/28/2023

  Hello ********,
  
  Thank you for contacting SharkNinja. We tried to reach our to **************, call no going through.
  
  We again apologize for your experience with the Ninja air fryer.  We thank you for answering those questions.  Can you explain in your own words what happened or transpired on that day you had called us.  Also can you confirm the date this happened, and the Ninja information to be the AF101 bought from Fingerhut on Dec/31/2022 and the serial number is ************.
  
  Aslo can you send us a picture of the Ninja, the serial number sticker (around the back) and a copy of your receipt.  You can just respond to this email.
  
  Look forward to your email. 
  
  Kind Regards,
  ****
  On behalf of Shark/Ninja Escalations 

• Initial Complaint

  Date:03/22/2023

  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.

  I've contacted this company several times via the phone, ************* My new ninja coffee maker had parts melt on it randomly. Everytime I call I get told it needs to be escalated and someone will follow up. I never get a call back, but just a email saying they attempted too call, but they don't. I've made sure my lines was clear for several days and never once did they call. It's just been a lot of back and forth and no help on a major concern like a appliance melting. This is very concerning. Also the fact reading the other complaints that several others don't get the escalated 'call back'.I've done everything asked of me but can't get the escalation team on the phone for some reason. You think this would be a priority with the nature of the issue. FIRE HAZZARD.I feel a replacement coffee maker should be sent out asap, this has been ongoing for weeks now.

  

  Business Response

  Date: 03/23/2023

  Hello *****,
  
  Since we can't seem to connect with a phone call. We can help resolve this via email.
  
  We can set up a prepaid label for your local ***** that is good for 14 days. Which will be sent to your email. We have also set up an order for you to receive a new unit in the next **** business days. Once you receive the new unit you can use that box to send the old one back with the label. Thank you.
  
  Please reference your account number **********.
  
  Kind ************************************ Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:03/22/2023

  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 purchased Shark Stratos UltraLight Corded Stick Vacuum directly from the Shark website on September 13, 2022. I began having issues with the vacuum almost immediately. I spoke to a representative in November 2022. I was given a return label to send the item back for a refund. I am disabled and am unable to send the item back by myself. Due to my disability and inability to send the item back-I tried to troubleshoot the vacuum. The problems with the vacuum contained to get worse. I called Shark again in March 10, 2023. I explained to the representative that the vacuum could no longer be used at all and that I am disabled. The representative misled me into thinking that she would be sending me a return label for a refund on the item. I was in the process of having a family member send the vacuum back when I looked at the return and realized the label indicated that I would be getting a credit not a refund. Again, I am disabled and do not want any more Shark products. I cannot take the chance of another Shark potentially breaking immediately. I called Shark again on March 20, 2023-I was told that the previous representative on March 10, 2023 had given me incorrect information. I was told that my issue would be "escalated" and that I would receive a call back within a few business hours. No one ever called me back. I called Shark again on March 22, 2023-I explained that I was supposed to receive a call back. The representative told that no one was ever planing on calling me back. The representative was unwilling to look at any of the account notes that had been taken on March 20, 2023-until I asked him multiple times to look at the notes as the previous rep on March 20 had told me they were documenting everything. I simply want a full refund for the vacuum and as a disabled person had hoped that Shark would understand my limitations but I have received nothing but misinformation and have been purposely misled by Shark.

  

  Business Response

  Date: 03/22/2023

  Dear ******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We sent the new prepaid label for ***** to your email *********************** with the tracking number ************. Once we receive the Shark Vacuum back we then will start the process for the refund to go back onto your credit card/debit that you used.  It will take 3-5 business days for that to process.  

    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:03/22/2023

  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.

  I purchased a vacuum that is no longer and I have contacted the company for a refund. Multiple employees of the company have given me incorrect and misleading information regarding a return of the item. I have been told that that my case has been "escalated" and someone would call me back, I was never called back. I then called and asked why I had not received a call and the representative told that that no one was ever planning to call me back. I would like a refund.

  

  Business Response

  Date: 03/22/2023

  Dear ******,
   
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We sent the new prepaid label for ***** to your email *********************** with the tracking number ************. Once we receive the Shark Vacuum back we then will start the process for the refund to go back onto your credit card/debit that you used.  It will take 3-5 business days for that to process.

   

  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