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

  
• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

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:03/20/2023

  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 bought a shark model nv586 vacuum in December of 2022. The vacuum is overheating and has no suction, after going through the troubleshooting steps on my own and nothing resolved I contacted the warrant department of shark. After they ran through the same trouble shooting steps, she told me I would need a new floor nozzle and the part was over a hundred dollars,I asked why this wasn't covered under the warranty she then said she would give me 50% off,and that turned into I could pay for the shipping. She never addressed the fact the motor is overheating, which is my primary concern of it causing a fire. And then she said thanks for calling even though there was no resolution. The vacuum is only 3 months old and I only use it for typical use.

  

  Business Response

  Date: 03/21/2023

  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:03/20/2023

  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 purchased a brand new vacuum cleaner from a ******* in ****************, ** 4 weeks ago. When I put the vacuum together, I noticed it was missing the bolt that secures the handle to the unit. I called Shark customer service and they said they didnt have the bolt that was missing in the box and I had to purchase the handle and bolt for $35. I told customer service I wasnt paying for anything as they shorted the part in a brand new vacuum. They told me they would send the handle and bolt. I received an email today telling me that my order was cancelled. This is unacceptable. I have no working vacuum as the handle wont stay in place without this bolt. And shark will not honor sending me the part or the handle. Shame on them for their awful service.

  

  Business Response

  Date: 03/21/2023

  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 calling ************ at 9AM your local time to discuss this unfortunate situation.  If we get no answer, when we call, we will 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

  Customer Answer

  Date: 04/02/2023

  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. 

  Shark never resolved anything with me as they sent a handle with no bolt so they not only did not listen to my issue, the escalation team was more remiss in sending me a handle that I can do nothing with.  

  

  Business Response

  Date: 04/03/2023

  Hello ****,
   
  Thank you for contacting SharkNinja.
   
  We are sorry to hear you had called and got no assistance for your Shark vacuum.  
   
  We just wanted to let you know we have just setup an order for the replacement handle/wand and bolt to be shipped to you.  Please allow **** business days for it to arrive, we ship using Fedex.
   
  Enjoy your weekend!
   
  *****
  On behalf of Shark/Ninja Escalations ere...

• Initial Complaint

  Date:03/17/2023

  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.

  I have been in the hospital for the last 5 months, gravely ill. I ordered the H34383133303234**33H grill because we are having a family reunion and want to use it. I have statements where they have taken money out of my account - Nov. 15, 2022 - $279.00; Dec. 8, 2022 - $141.00, $175.00, $103.00 and $421.00; Jan. 2023- $340.00, $385.00; Feb. 18, 2023 - $279.00, $181.00 and $318.73. Either send me the product or send me my money back. They are telling me to wait 4-6 weeks. They are denying that they are taking money out of my account. They can deliver it to the rehabilitation center that I am at or refund the money taken out of my bank account. I don&#**;t want to wait 6-8 weeks before I get my refund back.

  

  Business Response

  Date: 03/21/2023

  Hello *******,

  Sorry to hear about you being in the hospital. We have looked into this and we can see 2 refunds have been processed to you for the ************** on 2 orders. Those refunds were in the amounts of ****** and ******. We are sorry to say we cannot offer you anything further. We have refunded you the two charges you were billed.

   

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

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark stick vacuum from an authorized retailer (******) in November 2021. This vacuum came with a five year warranty. The warranty states "SharkNinja warrants that the unit shall be free from defects in material and workmanship for a period of five (5) years from the date of purchase when it is used under normal household conditions and maintained according to the requirements outlined in the Owner's Guide."I have used the vacuum exactly as it instructs. I have another Shark vacuum that I've had for ten years with extremely frequent use, and never had an issue. But this vacuum has a design flaw. The hinge on the dust cup cracked, which prevents the dust cup from sealing when closed. This means the vacuum cannot effectively create suction. I called product support, and they told me this is not covered under warranty. The warranty clearly states that it will be free from defects, and this is a defect. I have never done anything with the dust cup except push the button to open it and then close it once it's empty, and yet it cracked from being opened repeatedly after only a little more than a year of use. I paid way too much money for this vacuum for it to break so quickly and to be told this is not covered under warranty.

  

  Business Response

  Date: 03/20/2023

  Hello *****,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************.
  
  We have set up an order for you to receive a dustcup for your WS362 at no cost to you. You should receive email confirmation of the order shortly and delivery of item in **** business days.
  
  Any questions you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
  
  Please reference your account number *******.
  
  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:03/16/2023

  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.

  They advertise the robot vacuum as Autonomous technology. No babysitting required. Detects and avoids objects Ultra smart robot means you don't need to pick up before it cleans. This is not true and they refuse to honor the lifetime warranty I paid extra for. Just purchased on 2/2/23.

  

  Business Response

  Date: 03/17/2023

  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:03/14/2023

  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 foodie non-stick cookware from Amazon on May 7, 2022. Starting November 2022, I noticed that the cookware has become faulty. On Mar 6, 2023, I contacted Ninja ***************** provided my name, contact details and the model/serial number of the cookware. I was then asked by the customer service representative to send pictures of the cookware to their email. On Mar 8, 2023, I sent the pictures as instructed. (See supporting document.) On Mar 11, 2023, customer service representative **** emailed me the following (also available in supporting document),"Hi Zhengzheng,Thank you for your recent email.We're sorry to learn that your Nnja pot coating is damaged. We do apologize for any inconvenience that this may have caused you.We would like to inform you that we can confirm the damage to your pot. In this situation, we respectfully request that you connect to our live chat team for further assistance with the warranty option by clicking here. Click the black chat bubble in the bottom-right corner that will pop up.Alternatively, you could contact our team via a phone agent at **************. Your unit is registered and covered by a 10-year limited warranty. Your account number is **********." (Truncated)On Mar 13, I called the number provided to me and was put on hold for a little more than one hour. Then, customer service representative **** denied my warranty claim request.

  

  Business Response

  Date: 03/15/2023

  Dear *********,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.  We have setup the order for your new Ninja Foodi NeverStick 11in Sq Grill Pan and you will receive confirmation in your email from ***** with the tracking number for it's arrival.  It may take up to **** 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: 03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Zhengzheng ****

• Initial Complaint

  Date:03/14/2023

  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 ordered the Shark hair dryer HD112 model on November 28, 2022 for my mom for Christmas. She started to use it 12-26-2023. Already started to have issues with the device on **********. It is making a loud high pitched noise every time you turn the device on. Called multiple times to Shark customer service. Can not understand anyone that has tried to help me. Was told we had to cut the cord of the device then send them a picture and a new device would be sent out in 2-3 weeks. And we would have to cover almost $30.00 in shipping for their defective device. Keep asking to speak to a supervisor was told would take ***** hours to talk to someone. I cannot get this issue resolved.

  

  Business Response

  Date: 03/15/2023

  Hi *****,
  
  Thank you for your recent email.
  
  The photos you submitted were reviewed and the hold on your order number *********** was released. You can expect your replacement unit within 3 to 10 business days from ***** once the order has been shipped. Additionally, you will receive a shipment confirmation to your email address on file once the order has been dispatched.
  
  Should you have any further questions, please feel free to contact our team via phone. We are open from Monday - Friday, 9:00 AM - 9:00 PM ET, and Saturday from 9:00 AM - 6:00 PM ET.
  
  Regards,
  ****
  Customer Service Team
  ********************** LLC

  Customer Answer

  Date: 03/15/2023

  [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,
  
  ***************************

  I was told 3 days for shipping, now we are up to 10 days. This is not what we were told yesterday when we agreed to cut the cord and destroy the device 

• Initial Complaint

  Date:03/13/2023

  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.

  Hi,I made an order on the ******** website under order # ************ After the order was determined lost I requested a refund, however they decided on giving me a replacement instead. I ended up returning the replacements but have not yet received a refund for this.They gave me 3 ***** tracking numbers, of which I have two saved. The two I have saved are ************, and ************, which have already been returned to Shark. They should also have access to the third tracking number since i downloaded the label from the website link they provided, and also they should be able to see from Camera footage that the 3 packages were delivered at the same time. I am not sure why there are so many delays and I every time I call in i get the same response. I hope that shark resolves this as soon as possible!

  

  Business Response

  Date: 03/14/2023

  Dear ***********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We thank you for speaking with us today and we will keep you posted on getting 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

• Initial Complaint

  Date:03/13/2023

  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.

  The unit Foodie model DZ201 was purchased Feb 22 2023, one of the crisper plates that comes with the unit that is also used to let oil drain to the bottom of the teay is chipping off whatsoever coating onto the food, Chicken, broccoli, ETC. we have eaten this chemical by accident and Ninja customer support first told me they would replace the item but backtracked after I got cut off on the phone and called back which they proceeded to try and sell me a product. Its not my responsibility to take care of the bad quality control and a hazardous product. All I want is for them to do whats right.

  

  Business Response

  Date: 03/14/2023

  Dear ***********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We 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:03/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Shark Vertex Speed Duo Clean, Model AZ1810 11/21/22 AND a Shark AI Robot Vacuum, Model RV2002, on 11/2/22. I have tried repeatedly to reach customer service through the website, the app and by phone. The app & website BOTH say my AZ1810 doesn't exist. I tried over an hour using the model number & by model options. I cannot get accessories from you or any other site. The vacuum doesn't operate properly without the filters of which I need replacements. The Robot takes 2 days to charge & gets halfway through my house before the battery dies, sometimes not able to dock itself to charge. We lost the vacuum for hours because with a dead battery it can't be located. There is something wrong with it. It mapped my house 6 ************ still wrong, but the battery dies before it gets to finish and I can't add to it. It's useless if it takes two days to charge only to die an hour later. Today is Sunday and I haven't run the robot since Friday. It's been charging for two days and is at 90%. If I run it, in an hour it will need to dock again. I sat through all the prompts on the phone multiple times, assuring the automated system that I have the product available before I get disconnected or told customer service is closed, redirecting to your site that only tries to sells me more products. I'd buy the filters because I am in dire need of them, but this one item I DO need, your site tells me doesn't exist for a 4 month old model still being sold! I attached screenshots from my acct history showing 34 runs totalling **** hours and ****sq ft. That's averaging 40 minutes before being drained. That's absurd. Something is obviously wrong with this robot.

  

  Business Response

  Date: 03/13/2023

  Hello *******,
   
  Thank you for contacting SharkNinja.
   
  We attempted to reach out to *************, but getting busy signal. Do you have another number we can reach you at.
   
  Could you please provide a time that would be convenient for us to reach you in order to help you with this situation.
   
  If you prefer, you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
   
  Please reference your account number **********.
   
  Kind Regards,
   
  ****
   
  Customer Service Team
  SharkNinja Operating LLC
  Ninja Help Center

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau and Shark/Ninja:

   

  In response to the email I received today, I can confirm that the phone number listed as ************ is my only number and is a cell phone so there should be no reason to get a busy signal when calling. I made and received calls all day with no issues. I am not aware of any other calls I missed today. Perhaps someone dialed wrong. BBB, please do not close my complaint.
  Regards,
  
  ***************************