Wholesale Small Appliances
SharkNinjaHeadquarters
Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,060 total complaints in the last 3 years.
- 256 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/16/2023
Type:Service or Repair IssuesStatus: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 model AZ2002 in Dec 2021 and my unit has a 5 year warranty. The dual fins have since stopped working and no longer roll and I can no longer use the vacuum. Ive come to understand this is apparently a common issue with shark vacuums. Ive called customer service, walked them through the issues Ive had via video chat and the rep told me that the floor component is not covered by the warranty, which is odd because my issue does not fall under things not covered by the warranty per the website. She told me I had to purchase a new floor unit. Id like ********************** to refund me for that purchase given that the issue is not caused by misuse by me nor is it a result of not caring for the machine, as I regularly clean the filters and remove clutter from the roll brush. Thank you.Business Response
Date: 02/17/2023
Dear *********
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We will be calling you at 9AM your local time to discuss this situation. If we are unable to speak with you today by phone, we will also send an email you will be able to have direct contact with us for resolution on this issue.
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 TeamInitial Complaint
Date:02/14/2023
Type:Service or Repair IssuesStatus: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 Foodi Digital Air Fry Oven Model FT102A in the beginning a December 2022 from BJ's Wholesale clubs. I will first start with this was not my first Air Fry purchase. The Air Fry was burning the food on the outer however the inside of the food is not cooked. I took the Air Fry back to BJ's and I received an exchange. The 2nd Air Fry same thing burning but now smoking out my home the food on the outer however the inside of the food is not cooked. This time **'s refused to exchange the unit and told me to contact Ninja. Might I add all this occurred within a 2 week timeline. I have spoken with Ninja 5 times and they keep wanting to send me the same malfunctioned item. I have requested a price match and offered to pay the difference between another model because I do not want the same issue for a 3rd time however I have not received the help that I should be receiving. Now I'm stuck with a defective item and out of $200 plus dollars.Business Response
Date: 02/14/2023
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 to contact us back to get this issue resolved. We have also sent an email so you will have a point of contact to help in resolving this unfortunate situation, 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 TeamInitial Complaint
Date:02/14/2023
Type:Service or Repair IssuesStatus: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.
My Shark RV1001 serial number ********** robot vacuum isn't even 6 months old. It has been great until tonight. I went to do my normal cleaning and noticed it had something on it. When I went to check it wasn't anything. MY VACUUM WAS MELTING!!. it wasn't hot. I have the app and I didn't receive any notifications or alerts that something was wrong. I'm very very upset. This could have caused a fire!!. I have maintained and cleaned my Vacuum as directed. I have never had any problems or indications that something was wrong. I would like Shark to contact me ASAP. I emailed them as well. Customers need to know this is a problem and alert Thier customers!!. These are not cheap and Shark should make sure they don't have any issues that could harm people, pets or worse. Compensation exchange/refund is absolutely not negotiable. Thank you TeraBusiness Response
Date: 02/14/2023
Dear Tera,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We seen the image attached to your complaint and we again apologize for this experience. We take these type of issues very seriously here at Shark/Ninja. We did try calling ************ and left a voice message to call us back. We have also sent an email so you will have a point of contact so we can get this issue resolved for 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 TeamInitial Complaint
Date:02/13/2023
Type:Service or Repair IssuesStatus: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 Foodi blender/extractor to make healthy drinks. At about the 11 month ***** the ********* started not working. So I called the 866 number on the website for replacement under warranty. They sent a new ********* but it also did not work. They sent another that worked but that had a sharp edge that could cut my finger open. In the meantime, I purchased 2 new cups with lids ($43) thinking maybe that would help. And they sent another ********* that takes a lot of effort to disengage so it mangled the tabs on one of my brand new (1 day old) cups. I've been waiting 17 days for a new ********* and 7 days for a new cup w lid with no response other than my request has been escalated. This whole process has been going on for a total of 56 days first with phone calls and now with emails because I don't have time to call and be tied up for ***** minutes multiple days explaining things over and over again! I'm annoyed and disappointed and my health is affected because I'm unable to make daily healthy drinks.Business Response
Date: 02/14/2023
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 answering our call today we will reach back out at noon time to discuss this unfortunate situation with you and get it 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 TeamInitial Complaint
Date:02/07/2023
Type:Service or Repair IssuesStatus: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.
11/25/2021 purchased Shark lift away from Target. Its under a 5 year warranty. This is the 4th shark vacuum I have owned in 15 years and the first attempt at proceeding with a warranty claim. Phoned Shark warranty **** number spoke with and video conferenced with their service representative. Stated at the beginning of the call that I believed it was the electrical as no lights and no roller brush bottom portion of vacuum not functioning (roller brushes not spinning). Explained to the representative I have had many sharks of which I have kept up well and cleaned and fixed on my own. This first attempt at this warranty claim has been extremely disappointing. The customer service was inept, the entire process has been frustrating to say the least. Forty-five minutes later and I was still on the phone taking apart the vacuum and plugging it back in all to no avail with same outcome! Vacuum not functioning no lights no roller brushes working. Im getting ready to put my vacuum on the street corner and going with another brand. I wish to receive a new vacuum.Business Response
Date: 02/08/2023
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 Regards,
****
Customer Service Team
SharkNinja Operating LLC
Ninja Help CenterCustomer Answer
Date: 02/08/2023
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.]
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.
****, thank you for your call. I tried returning your call, however, it was to the same one 800 number that leads to nowhere. Im not going to go through the steps of the warranty as it is a waste of my time and energy and extremely frustrating. This is why I have filed a complaint with the Better Business Bureau . Please call me tomorrow 2/9/2023 at 8:20AM central standard time which is 920 AM ******* standard time.
Regards,*********
Business Response
Date: 02/09/2023
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 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 TeamCustomer Answer
Date: 02/09/2023
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. The item will be replaced. Happy to report Shark has followed through to this consumer and fan of the company. Thank you Shark!
Regards,
*******************************Initial Complaint
Date:02/07/2023
Type:Delivery IssuesStatus: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 2 shark flexstyles for the holidays. Like many others, my order was constantly "back-ordered" and never fulfilled. I reached out to shark customer service directly and specifically asked if my orders were cancelled when the company I used to pay notified me of a refund. Shark specifically said that NO my orders were not cancelled, still just backordered. More than a week later I was in fact notified by Shark directly that my orders had been cancelled. NOW the same exact product has been marked up on their site, and is excluded from all coupons, sales and promotions. So I can go order again if I want to get what I originally purchased, but I will have to pay more. This is ridiculous. Shark should at the VERY LEAST be honoring the old price before they cancelled a ton of orders on people after telling customers they had not cancelled orders.Business Response
Date: 02/08/2023
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 Regards,
****
Customer Service Team
SharkNinja Operating LLC
Ninja Help CenterInitial Complaint
Date:02/06/2023
Type:Service or Repair IssuesStatus: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.
Bought a Foodi Blender in 2019 last year it started displaying E01 called help line, and was told I would need to buy a replacement base. Error is also happening with new base and have called 4 different Ninja and Sharkninja help lines, none of them answer, callback option is not functional in any SharkNinja help line. 10 minute estimates are giving with no answer after hour long wait. I just want to return the uneeded new base and resolve the problem with the previous base.Business Response
Date: 02/07/2023
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 try and call you 9AM your local time today Feb/7/2023 to discuss this unfortunate situation. If we get no answer we will also send an email that you will be able to respond to and that gives you direct contact inside our company. We will work together to get this issue 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 TeamInitial Complaint
Date:02/05/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased this Duo clean vacuum a few years ago and got the 5 year warranty. I used to be able to contact them for support and they steadily got rid of the support . When I go to get help it tries to send me a link that I never get and I cannot reach a person. The vacuum has limited power. None in the power handle no blue lights the floor thing does very little pickup. Im trying to get it to power up everywhere in the vacuum and I cant. I am sick of this vacuum not working and sick of having to buy more vacuums to replace this piece of junk!Business Response
Date: 02/06/2023
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.
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 CenterInitial Complaint
Date:02/03/2023
Type:Sales and Advertising IssuesStatus: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 my shark vertex (AZ2002) on 4/16/22 through Amazon. I called today to talk to customer service. I waited 35 min on hold to speak with someone. The person helping me was very hard to understand and my complaint was that a plastic piece to my canister to the vacuum was broke so the canister wont lock in place. My vacuum is used almost daily because I have pets. I also have a wheel that sounds like something might be broke inside. I do have a warranty with my vacuum but they said I have to go through shark because its under warranty with them right now. The person told me that my parts were wear and tear and I would be responsible for replacing the parts. Considering how long Ive had this vacuum I would think its not wear and tear. Ive done nothing to my vacuum that would have broke it. I feel shark should be replacing the needed parts for a vacuum Ive had well until a year and paid 399.99$ for. After trying to speak to the customer service person that had all my personal info to contact me. He accidentally lost the call and did not call me back. I didnt call back and decided to go this route instead.Business Response
Date: 02/06/2023
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.
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 CenterCustomer Answer
Date: 02/10/2023
[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:02/03/2023
Type:Delivery IssuesStatus: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.
***** (Shark US)Jan 9, 2023, 12:37 EST Hi *****, Thank you for your recent email. We sincerely apologize for the delayed response. We're sorry to learn you did not receive your USD $25 ******* gift card. We are unable to provide you with USD $25 ******* gift card. To better assist you, we suggest calling ************** to have this rectified. We sincerely apologize for any inconvenience this may have caused. Should you have any further questions, please feel free to contact our team via phone, email, chat, or social media. We are open from Monday - Friday, 9:00 AM - 9:00 PM ET, as well as on Saturday from 9:00 AM - 6:00 PM ET.Regards,******************* **************** Team ********************** LLC ********************** *********** ********************* Jan 6, 2023, 13:44 EST i just got off the phone with customer services she saidsthe could do nothing . gave another number to call it was a magazine *** after 3 hours on the phone i gave up on calling customer service to get a runaround . all i want is the 3 $25 .00 gift cards for *******.. i was told i would receive. by your salesman .********************* Jan 6, 2023, 12:29 EST i ordered a shark robot ai ultra salesman said i would also receive 3 gift cards to ******* for 25 dollars each what is the status on these my order number is 13681773-00Business Response
Date: 02/03/2023
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. When it comes to these extras that they offer you from our sale line, we here at Shark/Ninja have no way to access this information, as you would need to contact the travel club and the gift card **************. However, you should only get 1 not 3 and there is a monthly fee.
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 TeamCustomer Answer
Date: 02/06/2023
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.
this is the same garbage that they send me i can show you about 15 more like they ***** their responsibility that they are responsible for their employees actions . the phone numbers are a travel agency they told me they knew nothing about shark. they also referred me to several other people as a run around, i spent hours doing that.
Business Response
Date: 02/06/2023
Hello *****,
Thank you for contacting SharkNinja.
We attempted to reach out but the number ************** didn't allow us to reach you.
We are so sorry you have not received the gift cards for Wal-Mart. They are not a SharkNinja transaction. They are a third Party upsell. They can only be reached at **************.
Kind ******************************************** Team
********************** LLC
Ninja Help CenterCustomer Answer
Date: 02/07/2023
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.
this response from shark is just the tip of the problem they want me to again call a travel agency that knows nothing about shark gift cards . this is only one of many garbage responses from them . i looked up how many reviews they have its 12% 5 star. and 82% 1 star . i should have never bought from them they lied and wont take any responsibility for their salesman actions.
still dont understand, ************* offered me 3 three ***** gift cards it is not a gift card from walmarrt its from shark. i was promised that gift if i bought your product. stop changing my words around . i want to speak with the ceo of shark
Business Response
Date: 02/09/2023
Dear *****
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We see you are in current talks with one of our specialists ********* She will be able to help assist you with your issue.
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 TeamCustomer Answer
Date: 02/09/2023
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 do not accept that they cannot call because i have robocall er and blocked i have requested their phone number direct. thank you.
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