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:02/23/2023

  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.

  9/13/2022 is date of purchase. It was a duo clean vacuum.I have always used a shark vacuum and with the duo I had for under a month and the brush roll stopped working so I exchanged it at ******* for the same one. Ive had my new one for 5 months and now this one did the same. Shark says they have a 1 year warranty, it wasnt regular wear its a defective model. I was on the phone with customer service and they wanted me to buy a ***** part for it. Shark should stand by their product and it shouldnt break in 5 months Im very disappointed!!!! This is a defective product, there is something wrong with this model.

  

  Business Response

  Date: 02/24/2023

  Hello *****,

   

  It was our pleasure speaking to you today. We hope this will resolve the issue with your vaccum.

   

  Kind Regards

   

  ****

  SharkNinja Escalations

  Customer Answer

  Date: 02/24/2023

  [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:02/23/2023

  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 a flexstyle back in December on the shark website using my PayPal account. Everything seemed fine and I even received the order in a timely fashion. A couple of weeks ago I got an email stating that my payment did not go through, and I was given the customer service number to call to try to work on a solution.I called the number, spoke to staff that let me know that I would be receiving a phone call within the next 5 business days from a supervisor to resolve the issue. I never received a call. The next week, I got an email stating a second notice for me to pay, and I was given the same customer service number to call. I called and asked how I can change my payment plan, and I was instructed that I would be emailed a new link from shark to check out with my card instead of using PayPal. I never received that link. I called this morning for an update, and I was told that my case would have to be escalated. I offered to give my card information, and the supervisor got my information and told me that they would escalate the case and charge the given card. Less than an hour later I received a voicemail stating that they would need my card information again. I called back and stated that I wasnt giving them my information again, as I just gave it less than an hour ago. The lady on the phone told me there wasnt a reason for a follow up call for my card information again. I have been waiting for over two weeks for this to get resolved, and Ive been more than willing to pay for the product, but its difficult to pay for it when I keep on getting inconsistent answers/lack of follow through from customer service.

  

  Business Response

  Date: 02/24/2023

  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.
  
  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: 02/28/2023

  [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:02/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their customer service is probably the worst Ive seen. I have called twice now trying to talk to someone about my coffee pot smoking and melting around the hot plate and the coffee pot is only a year old. I get the answer of someone will be in touch within 24 hours. I have still not been called and its been over a week. From other complaints Ive read this evidently this is a common trend with their customer service department! Do better!!!!!

  

  Business Response

  Date: 02/23/2023

  *****************,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We will be reach out to you 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:02/22/2023

  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.

  Order # ********-00 Order Date: 01/25/23 Amount: $73.88 I never received my order. I gave the correct address for order but when I called Fed Ex they advised that part of my address was missing due to Ninja not sending the complete address over. So I called into customer service and was given a partial refund of $60.56 however I was not given the shipping of $17.90 back. Since I am not at fault for the shipping discrepancy, I am request a refund for the shipping.

  

  Business Response

  Date: 02/23/2023

  Dear Ms ********************** are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have credited your shipping charges back to your card you used so please keep an eye on it as it can take 3-5 business days.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:02/22/2023

  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 placed an order for the Shark Flexstyle on February 17, 2022. They claim that it was delivered 3 days later on the 20th, however I never received it. After calling them and explaining the situation, thinking they would be understand and give me my money back since I never received the product that I purchased, I needed to contact the police and handle it through them. The police arent responsible for my package and arent able to help me in any way, shape, or form, so the fact that they even suggested that is ridiculous. I need my money back, this is absolutely unacceptable. Shark is a scam of a company.

  

  Business Response

  Date: 02/23/2023

  Dear *******,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We attempted to reach out to you and got the message that your voicemail box is full at ************.  We have done the refund for your order you did not receive and it will go back on the card you used within 3-5 business days
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:02/22/2023

  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 Shark Rotator Lift-Away Model# LA502 vacuum cleaner from Lowes on 9/19/22. After less than 4 months of purchasing the vacuum, the front soft brush stops working. I called customer service after after they determined that I would need a replacement part they informed me that I would need to pay full price for the replacement of the Motorized Floor Nozzle part #***FP502. This should be covered under the warranty as the vacuum was purchased less than 6 months ago.

  

  Business Response

  Date: 02/22/2023

  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: 02/28/2023

  [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:02/21/2023

  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 replacement parts from my shark vacuums on 12/28/22 and received a confirmation email of my total charges to be $157.42. The item ships and they charge my credit card on 12/30/22 for $94.39. I receive my package that is missing one item because it was on backorder (which I found out much later). I receive an email on January 5 stating I owe $42.02. I receive a second notification on January 19 for the same amount. I call on January ************************************************************************************************** the stated amount for either date (1/5 or 1/19), I called my bank to double check if SharkNinja had attempted to make the charges as Shark Ninja told me the card was declined. None were tried according to the bank. I receive a charge on 1/27/23 on my credit card (the same one confirmed on 1/19 and used on 12/30/22) for $29.96. I received a notification February 3 stating that I still owe $42.02 after this payment on 1/27/23. This notice also included a note the account had transferred to a collections agency. I called the collections agency to dispute the charge and they told me to call Shark Ninja. I call Shark Ninja on 2/9/23 to dispute the balance with the above information and the customer service representative told me to call back a week later for a review determination. I call on 2/15 where I'm still told the balance is $42.02 with no explanation as to why. I ask to speak to a supervisor (*****) where I then go through the above information again (all of this information is on my ticket #********) and he says he will review the information and give me a call on February 17. I get the call on February 17 a little after 5pm where they agree this is an accounting error and I have been overcharged for shipping. They have asked me to pay the full balance and will refund me the difference. I say I want this in the writing and have yet to receive any further communication from SharkNinja or the collections agency as of 2/21/23.

  

  Business Response

  Date: 02/22/2023

  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 looking into this matter for you to 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
  
  

• Initial Complaint

  Date:02/19/2023

  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.

  After nearly 3.5 combined hours they granted a return /exchange. I am satisfied with that but then could not print the return label. I called for help with that and spent another hour and 20 minutes to be told Id have to call backI just want the return label! Or mailing address! It should not be this hard. I paid extra for the *** coverage. Help! Purchased April 3, 2022- 3 year *** warranted - three phone calls a couple transfers lots of time on hold combined nearly 5 hours to resolve. Please help me get a return label, the product has been very good, but just froze up in the roller bar. The technician approve a return/exchange transaction # ********-00 for account ******** !I just need the return label.

  

  Business Response

  Date: 02/20/2023

  Dear ****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We're glad to hear that you received the prepaid label for FedEx.

    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
  Shar/Ninja Escalations Team

  Customer Answer

  Date: 02/20/2023

  [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:02/19/2023

  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 have asked about 6x for a return label. Had it escalated to supervisor and he told me 2 weeks ago that a label would be coming. I started trying right after Christmas to fix my vac and when that didnt work I asked for a refund and I explained to them over and over that I do NOT have a printer. This thing has been boxed up and waiting in my living room for months now and I still cant *************. I need to be refunded for this junk so I can buy a new one! NOT from Shark tho because their antics are too much to deal with. WHEN did Shark become a company that is so crappy and have so many complaints? I wish Id read the complaints on here before I purchased. It was actually a Christmas present from my children!

  

  Business Response

  Date: 02/20/2023

  Dear *****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have setup the prepaid label ************ for ***** to come out to you by land mail which can take **** business days.  We do apologize for the delay and appreciate your patience.
  
  
  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:02/18/2023

  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.

  Approximately 1 year ago I purchased a series **** self cleaning robot vacuum. The main reason I selected this ************* was because of the high-traffic zone feature. In February, 2023 Shark removed this feature. Because the machine no longer does what it was advertised to do, I feel a victim of BAIT & SWITCH techniques. In reading ************ groups, I am not alone in this feeling. I contacted the toll-free # and was told, Yes, Sharp discontinued that feature. Furthermore, I was told I could not file a complaint by phone; I had to email them. Apparently the e-mail address was incorrect because it was returned multiple times. Unfortunately , the only method to contact ***** on their website is by the phone number which cannot handle a complaint.

  

  Business Response

  Date: 02/20/2023

  Dear ******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have forwarded off your concern's to our **************** and will reach back to you when we hear anything regarding your complaint.
  
  
    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: 03/02/2023

  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. 

  Forwarding my complaint to their customer service does NOT resolve the issue. It will NOT be considered resolved until Shark/Ninja adds back the function that was advertised when I purchased the machine. 
  
  It is a very poor practice to use a feature as a selling point, than remove the function less than a year after the purchase.  

  

  Business Response

  Date: 03/03/2023

  Dear *****,
   
      Thank you for your patience's regarding your complaint.  We forwarded it off and heard back and was advised that they removed the feature and there was notification in the app advising the customer it was removed.  We are looking about possibly returning it back to the app and you will be notified on the app. if this occurs.
   
    We do apologize for any inconvenience this has caused you and if you have any further questions, please reach back to us.
   
  Best regards,
   
  ******* on behalf of
  Shark/Ninja Escalations Team..

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Removing it was huge mistake.  Every time I have to individually start multiple different rooms/spots, I remind myself that I will strongly remind myself that I can now no longer trust Sharp to maintain any function on outs vacuums or hair care products  

  
  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,

  ******