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

  5521 Schaefer Avenue Chino, CA 91710

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:03/09/2023

  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.

  Good afternoon,I bought a Ninja blender several years ago, for which a did pay "Life time warranty". I did use the appliance to blend pretty much everything but fruits ( had a juicer), still some food's seed would remain intact. As years passed by I turned arround my eating habits and became a vegetarian. By doing so, I resorted on smoothies more than ever which was the time when I realized that the fruit seeds would not crush or pulverize. I started calling the company to no avail (They wouldnt find the account info) when I finally insisted on escalating the situation, a supervisor named -*****************- agreed to send me a new set of blades to which a was skeptical since that was the issue right from the begining. I tried the blades but did not work, sent pics of the outcome to ********************************* Received a call from a rep indicating to call them back "should I have any concerns". They never referred to the pics showing the problem or have indicated they would honor the life warranty at all. Thank you in advance*

  

  Business Response

  Date: 03/10/2023

  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 are here to help get this resolved as soon as possible.  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: 03/16/2023

  March 16, 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:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark Flexstyle on 12/28/22 with a PayPal payment plan. However the Flexstyles were on back order and I did not receive the product until February of ************************************************************************ late January. Because of this PayPal voided the payment plan and denied the transaction. PayPal voids all payment plans that take longer than 30 days to process. I was not alerted to this issue by PayPal and wasnt aware until I got a notice from Shark that they were planning to send me to collections if I didnt pay. As far as I knew- I did pay! I called them and tried to sort this out but PayPal was telling me to talk to Shark and Shark was telling me to talk to PayPal. Finally, I just decided to return the product. I have a tracking number that proves that I returned the product and they received it in late February. However, they sent me to collections anyways and the collection agency ********************** Solutions) is trying to get me to pay for a product that I already returned! Shark refuses to help me any further and claims the issue is out of their hands because they already sent me to collections. My ideal resolution would be to have the issue corrected with the collection agency but I am also okay with paying the collection agency and being sent a replacement product. I dont want to pay for a product that I dont have. I also dont want my credit impacted for something that I did my best to amend.

  

  Business Response

  Date: 03/09/2023

  Hello ********,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************
  
  We have sent off a request for a refund to be refunded to your credit card. It should be there in 3-5 business days. We are sorry for any inconvenience. 
  
  If you prefer, 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

  Customer Answer

  Date: 03/09/2023

  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 called Shark back immediately after I received the voicemail and was put on hold. The agent I spoke to let me know they arranged for a refund to be sent to my card. I am not owed a refund because I never officially paid for the product because PayPal denied the original transaction. Shark has sent me to collections for a product that I returned. I told the agent this and I was put on hold again and then told they would have to call me back. NOTHING was resolved and I am still in collections for a product that I have returned to Shark as they requested. 
  

  I need the hold with the collection agency to be removed. I do not need a refund. I need to be absolved of all debt owed to ****************************** and Shark. 
  
  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,

  Amberlyn

   

   

  

  Business Response

  Date: 03/13/2023

  Hello ********,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************
  
  We have sent off a request for the balance owing to be removed from your account as we verified product was received Feb 27, 2023. This can take **** business days to reflect this.  We are sorry for any inconvenience. 
  
  If you prefer, 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:03/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an order to SharkNinja from www.sharkclean.com on 12/17/22 for $310.24 paying with Paypal Pay in 4 plan with my bank account for two items: a Shark FlexStyle Air **************** System ($259.99) and an attachment for that device, a ********************** FlexStyle Wide-Tooth Comb ($29.95). Received confirmation of order and payment from both Shark and Paypal. Pay in 4 also notifies you to let you know the order is paid in full so you do not have to worry about it as a customer. This order was being ordered as xmas gift and submitted order as Shark was advertising that my order date would arrive before Christmas.Around 12/29/22, I received a package with only the Shark attachment for the main item in order which was worthless at the time because I had nothing to attach it to. I contacted Shark customer service on 12/29/22 to tell them I did not receive my full order. Received response on 12/29 that my item was backordered and would not ship for 2-3 weeks from 12/29/22.I was patient and accepted this. On 1/9/23, email from Shark said 4 weeks before it would be shipped. Unbeknownst to me at the time was the fact that once Shark sent me only the attachment and invoiced it, it started a 30 day countdown from Paypal to keep the invoice open.On 1/28/23, I finally received shipping notification. On 2/2/23, I finally received the main item ordered, 47 days after I submitted an order that was expected by 12/24/22. Although frustrated, I was happy to finally have the order.On 2/5/23, I received my first threatening email from Shark stating my credit card was declined and my payment was over 35 days late and it would soon be sent to collection. I thought it was a fraud email since I didn't use a credit card. On 2/19/23 I received my second notice and contacted Shark CS. Back and forth started and I eventually asked to return.3/5/23 I received it was going to collections since my payment was so overdue and it was still under the 35 days since Shark invoiced Paypal.

  

  Business Response

  Date: 03/09/2023

  Hi ****,
  
  Thank you for your recent email. We did attempt to reach out via phone at **************.
  
  We apologize for the inconvenience this may have caused, and we understand your frustration.  We would ask that you reach out to Customer Support to update your file and add a credit card for payment, as we have attempted payment with PayPal with no success.
  
  We would be willing to take payment and clear the debt.
  
  Should you have any further questions, please feel free to contact our Shark|Ninja team via phone. We are open Monday to Friday, 9:00 AM - 5:00 PM ET (-5 UTC), as well as Saturday from 9:00 AM - 6:00 PM ET.
  
  Regards,
  ****
  Customer Service Team
  ********************** LLC

• Initial Complaint

  Date:03/07/2023

  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.

  On March 4th, 2023, I received a gift that was purchased from Bed ************** This gift was the Ninja Foodie XL, Pro Air Oven, Model # DT201. The instruction before using advised to clean all racks and to place in the oven on Air Roast @ 450 Degrees for 20 minutes without adding food. Further, it advises, "This is completely safe and not detrimental to the performance of the oven." Within about 10 minutes the oven was so hot it could not be touched on the outside and the cupboards above the unit were heating up as well. I turned the machine off, and it took approximately 20 minutes for it to return to a touchable temperature. On 03/04/2023 I contacted the gift giver who advised me to contact Bed Bath and Beyond to see if I could return the item. Bed Bath and Beyond advised all sales were final as the store was closing, and I could not return the item to them but could contact Ninja customer service and maybe they could help. On 03/06/2023, at **** hours, I contacted Ninja customer service. After being on hold for 42 minutes I explained the issue and was told I needed to be transferred to another associate. I spoke with an individual, I believe he said his name was ******, who advised his supervisor told him they could not help me since the item was not purchased directly from them and I needed to contact Bed Bath and Beyond and return it to that store. ****** was very helpful but could not override his supervisor and I understood that. I was on the phone for 1 hour 37 minutes only to be told there was nothing that could be done. I am only trying to return this item to purchase something else. This item is not only a fire hazard but is also a potential burn issue should someone come in contact with it while turned on. Both Ninja as well as Bed Bath and Beyond are refusing to look any further into the matter. Each are passing the buck to the other with no results.Any help is appreciated.

  

  Business Response

  Date: 03/08/2023

  Dear *****,
   
     We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We will be reaching out to you today to get this matter rectified.
   
    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:03/07/2023

  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 December 14, 2022 I purchased a shark flex style. I paid using PayPal and have the receipt. The item was backordered which was not mentioned. They shipped the item in February and it arrived Feb 3, 2023. On February 18, 2023 I received an invoice saying the balance was unpaid and I figured this was a mistake because I paid via PayPal. Less than a week late I received my second invoice so I called and they said I need to authorize PayPal payment again. I called PayPal and they told me that shark missed their 30 day window to accept the payment I sent to them to it has expired and there is nothing they can do. I called shark back and paid over the phone giving them my credit card number. It never came out so I called and gave my card number to a new Person a second time. I then receive an invoice that they sent me to collections and I needed to call that company. I emailed shark asking to speak with a supervisor regarding this and the supervisor called me yesterday but never left a return number on voicemail. I called and they told me to call the collections company and I they could not connect me to supervisor. I called that company 9 times and left 3 voicemails and have not been able to pay for the 4th time. This is incredibly predatory behavior. I have perfect credit. I pay my bills. They have made this impossible and are ruining my credit which is literally your lifeline.

  

  Business Response

  Date: 03/08/2023

  Dear **********,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have escalated this off and one of our agents will be reaching out to you today to get this matter rectified.  We do apologize for the inconvenience this has caused 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: 03/08/2023

  [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:03/05/2023

  Type:Billing 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.

  1/6/23-Ordered shark flexstyler (~$270) & accessory (~$30). Submitted payment ($332.75.Shark notes payment will not be charged until 1st item ships)Date unavail.: The accessory arrived (no shipping confirmation/email provided. No CC charges)1/30/23-Credit card was charged only for the balance of the styler when shipped.2/1/23 - styler arrived 2/27/23:CaseID112530411.Called the number in email to provide my payment that was "past due", agent was unable to accept payment, informed by agent there was nothing they can do the issue had to be raised to a "lead team". Instructed to call back in 3 business days. I asked her to clarify 3 business days and she stated "Call back on 3/3/2023" I repeatedly asked if they could contact me or provide alternate solution. All calls from 3/3/2023:CaseID112960018-Cannot accept payment - this has to be handled by team lead, agent failed to connect me, explain, & told me Id have to accept a call back within 2-4hrs from a team lead.She said my only option is to wait for a call back. When I asked her about the case Id for this call she provided me with account #, i had to push for the actual CASE ID. Confrontation. Case ID ******************** to wait for a call back I made a 2nd attempt to resolve this on this date. Agent could not accept payment & put on hold for a supervisor. After 18mins the call disconnected, & directed to the after call survey Case ID ********** called and spoke to ****** who found a way to accept my payment. She noted that the account order seemed to be corrupted on their end & solution was "Very difficult". I have received email confirmation of the transaction. The balance due for my account says 0 3/5/23 - email that my account is going to collections even though payment was made Shark processed the order incorrectly & made it near impossible accept payment so that they could send to collections with no explanation each time i called. They finally accepted payment and still sent to collections.

  

  Business Response

  Date: 03/06/2023

  Hello *******,

  Was a pleasure speaking to you today. We have sent off information and a request to the finacial team. We hope to hear back from them very soon. Once we do we will reach out to you.

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

   

  Customer Answer

  Date: 03/08/2023

  
  Better Business Bureau:
  
  **** was very helping in getting this issue resolved for me; they escalated to the proper channels, and followed up via email and voicemail to confirm the issue is now considered closed.  **** was great and very helpful, but was the only agent I felt treated the issue with urgency and respect.  Aside from **** and ******, the other agents I had to talk with before hand were not helpful.  I would urge shark to fix this issue in their system, and it should not take hours of the consumers time to correct this issue, and it started to feel like they were taking advantage of me.  Shark eventually took accountability - but the issue never should have been my issue.  While I accept the business response and consider my issue closed, I am concerned that other consumers are dealing with similar issues. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/04/2023

  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 ordered a blow dryer on 12/22/2022. The authorized my card, the charge went through. They did not ship the blow dryer until much 1/14/2023. They again authorized my card. It didn't go through this time. They shipped the blow dryer anyway. They then sent me emails saying my account was past due. I called on 2/9/2023, because I was confused since I thought I was charged for the blow dryer at the time that I ordered it. When I realized they had not actually charged me, I gave them a new card to charge. I verified at that time that the charge went through on my card. IT WAS NOT DECLINED. I am guessing they authorized the card and then went back and charged the card. So essentially, they charged me twice and the second one was declined. I did receive a receipt that the charge went through on their end. Then I started getting collection emails. So I called again. They said my card was declined the second time. I said no it wasn't- I saw the transaction on my online account. They sent me a declined receipt (different that the processed receipt they originally sent me) so I went back and reviewed my card statement and there was no transaction (again, I am assuming because they double authorized my card and the second one got declined). So I paid online on 3/3/23. Today 3/4/23, I have gotten two calls saying my card was declined again. My Amex account shows the charge as pending and I have gotten no declined notice from Amex. They text me every time something is declined. I have now called Shark 6 times to resolve this, sent 5 emails and received 6 collections notices. I don't know what more to do. They have had my card authorized three times now. I don't know why the charges don't go through unless they are double charging them. I feel as though I am being harassed for a failure on their end.

  

  Business Response

  Date: 03/06/2023

  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 clear this up for you. We will try to reach out again soon.
   
  Please reference your account number **********.
   
  Kind Regards,
   
  ****
   
  Customer Service Team
  SharkNinja Operating LLC
  Ninja Help Center

• Initial Complaint

  Date:03/01/2023

  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.

  Purchased the Shark FlexStyle Air **************** System on 2/22/2023 - order ******** and I want to return it. Cant get through to customer service to get a return label. Why isn't this provided as an option online under the order like all other retailers? I keep getting bounced around from message to message and then the call disconnects and I have to go through the entire song and dance again. I just want a refund. There's no hours of operation for the customer service center. Every time I finally get past the ten prior prompts, I get the message that the customer service center is currently closed.

  

  Business Response

  Date: 03/01/2023

  Hello ****,
  
  Thank you for contacting SharkNinja.
  
  We are sorry the product was not up to your requirements. But we can see another agent was able to provide you help.

  
  ****
  
  Customer Service Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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 ninja air fryer in trying to figure out if the unit I have is Teflon free in addition to being PFAA free I have the DZ550 Series

  

  Business Response

  Date: 02/28/2023

  Hello ****,
   
  Thank you for contacting SharkNinja.
   
  As to your question. The cooking baskets are made of steel with a PTFE nonstick coating. The crisper plate is aluminum with a PTFE-free ceramic nonstick coating. Also BPA free.
   
  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

• Initial Complaint

  Date:02/25/2023

  Type:Product 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.

  Wheres my. **************** Blender Ultimate System with XL Smoothie Bowl Maker and Nutrient Extractor* Us exclamation on my case and I have not heres back from it could be under my wife name of mine mine is ************************* her name is ***************************** or *********************************** and I want to no whats going on with if us calmed the other day and asked if I had a receipt and told us it was a gift

  

  Business Response

  Date: 02/27/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We apologize for all the confusion regarding your issue.  We want to thank you for speaking with us today and allowing us to resolve this issue 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: 02/27/2023

  [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,
  
  ************************* send the right replacement