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 Vacuum/Euro Pro

  15820 Euclid Ave Chino, CA 91708

• 

  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:01/15/2025

  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.

  Shark Detect Pro cordless vacuum that I purchased in February 2024 has stopped working, again! This is the third replacement that I've been sent. The first time I called customer service and was sent a replacement that didn't work, the second vacuum that was sent worked but only for a couple months and as of right now the third vacuum they sent me still isn't working. Red lights flash, it gets very hot and then shuts off automatically. The issue has been the same every time it has stopped working. I've sparingly used this vacuum and always have used it as intended. I am not interested in receiving another replacement and would like partial compensation to buy another brand of vacuum cleaner. I paid $180 and would like $140 in compensation. Thank you.

  

  Business Response

  Date: 01/23/2025

  Hello

  We are very sorry you have been experiencing issues with your vacuum. A member of our specialist team will reach out to assist you.

  Customer Answer

  Date: 01/23/2025

  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.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/15/2025

  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.

  Dear Ninja Team, I'm writing to express my disappointment with my recent purchase, the Ninja Professional Plus Kitchen System with Auto-iQ. Despite being a loyal Ninja customer with a positive experience with my previous $50 blender, which still works excellently, my new appliance stopped working within two months of purchase.I bought the product on November 10th, 2024, and it has stopped working. Unfortunately, I discarded the original packaging, expecting to keep the product long-term. As a result, I'm unable to return it within the specified timeframe *** 14,2025.Given my loyalty to the brand and the product's short lifespan, I'm requesting either a full refund or a replacement. I'd prefer a replacement, as I value the quality and performance of Ninja products.Please let me know if you require additional information to facilitate a resolution. I appreciate your attention to this matter, and I look forward to hearing from you soon.Sincerely,Priyanka ********* ************

  

  Business Response

  Date: 01/15/2025

  Hello

  We are sorry to hear you are not happy with your blender, a member of our specialty team will reach out and assist. 

  Customer Answer

  Date: 01/15/2025

  [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,
  
  Priyanka *********

• Initial Complaint

  Date:01/14/2025

  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 am writing to express my deep frustration regarding an unresolved refund issue that has persisted for over six months. Despite numerous attempts to resolve this matter, I have yet to receive a full refund for the items I ************* is a summary of the issue:I returned multiple items to SharkNinja.I received a partial refund for two items but have not been refunded for the remaining items.Over the past six months, I have contacted your customer service team multiple times, opened several escalation tickets, and followed every instruction provided.Each time I call, I am told to wait an additional 37 business days, but the issue remains unresolved.This ongoing delay and lack of clear communication are highly disappointing and reflect poorly on SharkNinjas business practices. I feel that my concerns are being ignored, and I am being unfairly denied the refund I am entitled to.I kindly request that this matter be escalated to a higher level of management and resolved immediately. Please provide me with a detailed update on the status of my refund and the steps being taken to resolve this issue.I have always appreciated SharkNinjas products, but this experience has been incredibly frustrating and has severely impacted my trust in the company.Thank you for your prompt attention to this matter. I hope to hear from you with a resolution soon.

  

  Business Response

  Date: 01/15/2025

  Hello,

  We are very sorry for your experience. We have not been able to confirm that the entire order was received at our warehouse, however as a one time exception we have processed the remainder of your return and ask that you please allow 2-3 business days to reflect on your original method of payment. Any future orders and returns will need to be confirmed prior to a refund being processed.

   

  Again we are very sorry for the length of time this has taken and hope this issue has now been resolved

   

• Initial Complaint

  Date:01/14/2025

  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.

  After trying to buy a product for weeks, I finally got my order through. The item specifically lists shipping to HI for an additional fee. I paid the additional fee. The order processed, then the item showed undeliverable. I called the shipper who provided information that the item did not include proper shipping papers and wasnt packaged properly for HI. When I called Ninja back, they said they simply dont ship to HI.They clearly do because they list it under the product and charge HI customers a $100 surcharge. I want them to update their site clarifying they do not ship to ******, or alternately, I want them to take accountability and ship the item properly.

  

  Business Response

  Date: 01/15/2025

  Hello

   

  We are very sorry for your ordering experience. We have reached out to understand what has happened, I would also be very frustrated with this. Once we have an update we will reach back out with how we can make this right.

  Customer Answer

  Date: 01/15/2025

  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. 

  My added comments: thank you for acknowledging the complaint, I want to keep this open until I receive an answer from the company once they look into it as they stated they will in their initial response. I am available to provide any screen shots from the website, receipts, and further data as needed. Again, I seek final answer on shipment to HI and either resolving the proper shipment of product or update to the website removing HI as an option for a surcharge of $100 listed below the product.

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

  ****

   

   

  

  Business Response

  Date: 01/24/2025

  Hi ****,

   

  We have confirmed you can order the Slushi to your location. We apologize for the delay and inconvenience that you have experienced. 

  Customer Answer

  Date: 01/27/2025

  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. 

  [my response: Thank you for confirming, however, I would like a response as to why my order was refused shipment. There is a lack of understanding amongst the shipping department at ninja because my order was set to deliver, then it was not packaged correctly to ship, and the customer service *** said you dont ship to me. If I order this again, I will continue to be in a loop of credit card charge and no product. What can be done to fix this please to ensure they are packaging it properly to ship to me? Thank you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/13/2025

  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.

  Purchased the slate grey shark wand vac in may 2024 from ****** and for some reason the vacuum wont charge anymore. I tried to put it on two different chargers.

  

  Business Response

  Date: 01/15/2025

  Hello,

  We are sorry to learn your wand vac is not working, we have a team that can assist by contact us via phone, We are open Monday through Friday, 9:00 a.m. to 9:00 p.m. ET, and Saturday, 9:00 a.m. to 6:00 p.m. ET. 

  Customer Answer

  Date: 01/15/2025

  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.] I tried to call the company and waited on hold for a substantial amount of time.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 01/24/2025

  We are sorry for the long delay when you called. We would ask that you please try again at your convenience and we will be able to assist with your vacuum.

• Initial Complaint

  Date:01/10/2025

  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'm writing to let you know that this company sold me a Vacuum that doesn't work properly. I tried to call, but they refused to answer or reply to inquires. I would love to have this vacuum replaced.

  

  Business Response

  Date: 01/15/2025

  Hello.

   

  We are very sorry that your vacuum is not working as it should,  can you please provide the order number so we can look into this further and have someone reach out to troubleshoot?

   

   

• Initial Complaint

  Date:01/08/2025

  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 a vacuum on January 2, 2025. I have tried to get in touch with the company multiple times and am unable to get in contact. with them. All I want to do is cancel the order but there isn't a way to make contact since they don't answer the phone and you are waiting forever on hold for them to answer. Today, January 8, 2025, I made another attempt to call and I can't get through to them at all. I just want to cancel the order.

  

  Business Response

  Date: 01/15/2025

  Hello

   

  We are very sorry we were not able to cancel your order when requested. We have issued a pre-paid shipping label if you no longer want the unit. Tracking shows you had picked it up on Jan 13th. 

  Again, we sincerely apologize for any inconvenience.

   

   

• Initial Complaint

  Date:01/08/2025

  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 got a thirsty in April 2023 and it crapped out on me so ninja sent me a new one and that crapped out I wanted a refund or a different product but they refused cause it's past 3 months. I'm so fed up with ninja customer service and their warranty program.

  

  Business Response

  Date: 01/09/2025

  Hello,

   

  We are very sorry you are not happy with your Thirsti unit. Although the unit is outside the return window we will make an exception and have processed the refund for your original order. We have also issued a pre-paid return label for the replacement that was issued and ask that you return it back to us. Please allow 2-3 business days to reflect on your original method of payment. 

  Customer Answer

  Date: 01/09/2025

  [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:01/07/2025

  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.

  7 Jan 2025 i went to shark website to research Shark Cordless PowerDetect ************* System and noticed the website had the price marked as $150 off. It said regular price $499.99 crossed out and next to it said $349.99. I tried to add to cart and it would only add to cart for full price. I took screenshots of everything and called customer service to explain what was happening and asked agent if they would honor the price on their website. The agent didnt even try to follow the steps I provided to see how i ended up on a page advertising a different price. The full url and steps are in the call recording. I also recorded the call.After saying the website and internal system says $499.99, the agent then said yes she will honor the price and took my order over the phone. I immediately got order confirmation by email and my credit card was charged.35 minutes later I got a email saying the order was canceled by them and my card would be refunded. I called and customer service said they didnt know what happened and transferred me. the transaction went through - meaning it was NOT blocked by processing company or my credit card. It was reversed by someone in the office.The person i was transferred to said he didnt know why it was flagged as fraud despite claiming to work in the fraud department. He said it would be a huge security risk if he was allowed to know why a transaction was blocked because then people could use that information to figure out how to trick the system. I work in the industry and know thats not true. He proceeded to make up other random ideas about why it was marked as fraud like not ever hearing of my dot com email address (the same one they sent order confirmation to) and an address having a suite number (the suite number that matches my billing address) as being suspicious.I asked him if he was going to do anything to solve the problem. He said no. They need to honor the $349.99 website price for order ************

  Customer Answer

  Date: 01/18/2025

  I have not heard from the business in response to my complaint. The company HAS been working behind the scene to cover their tracks. As of 18 Jan 2025, the website has been updated and all the promotional advertisements for the lower price have been removed. I still have the original screenshots.

  

  Business Response

  Date: 01/23/2025

  Hello,

   

  We are very sorry for your experience when trying to order with us. We use a third-party review system to check all orders for the safety of all parties. For security reasons, we are not given any information regarding your order. Because of this, we are unable to place a new order through the SharkNinja website. We recommend purchasing from a retail store. Again, we apologize for the inconvenience. 

  
  
  
  

  Customer Answer

  Date: 01/27/2025

  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. 

  Hello and thank you kindly for your response. Blaming a 3rd party isnt productive. Especially when my card issuing bank doesnt support your story. Its a convenient deflection of responsibility and looks like a deceptive attempt to not honor advertised pricing. You even made the mistake of having an agent agree to sell at the price and place the order on a recorded call. You have verifiable phone, name and address that all correspond with the credit card payment I provided.

   In order to resolve this issue professionally, there are only 3 options I know of that wont result in this problem getting bigger. You can honor the advertised price by providing me a gift certificate to your suggested retailer for the $150 difference of normal pricing. You can invoice me directly via ****** for the advertised price and ship the product after receipt of payment. Or you can send me a check for $150. If none of those are acceptable then i have no choice but to take that as confirmation your actions had nothing to do with a 3rd party fraud accusation as youre unwilling to investigate and resolve the matter even when a mediator and my bank are involved to confirm Im a real person, using my real banking and address information that have never been a problem for any other merchant.

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

  ****

   

   

  

  Business Response

  Date: 02/28/2025

  Hello,

  Apologies for a delayed response. After our review, the address provided is not residential, therefore cannot be used as a shipping address. We are happy to honor the original order with cost.

  Please let us know if you would like a member of our specialist team to reach out and assist you with placing the order. You would need to use a different email address along with a residential shipping address. 

  Customer Answer

  Date: 03/03/2025

  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 understand the delayed response as it takes that much time to update your shipping policy to align with your new story. I will not provide you a different address than the address attached to my payment information, years of financial transaction history and mailing/shipping history. I have used The *** store for years to ensure my mail and packages are professionally received. This is not some flyby night mail forwarding service. Maybe you want my home address for some other sick demonic reason. If i discover that reason, I will get law enforcement involved. The only option you have that I will agree to are the options I already provided you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/07/2025

  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.

  December 2nd I order Shark cordless detector pro auto empty. Shark did not send me confirmation number so thought the order didnt go through. So December 3rd I reorder and with that order I also order the hair dryer. So I received the first vac and they sent me a second one. So the first one I sent back unopened still in the package box it came in, second one arrives and the dock was mess up on it, so I sent it back. I have called them six times to get my refund back on these machines. They refund me on the first one and I talked to a person on December 31th about my second refund. She told me I would be refund $296. 79 for the second one. As of today no refund. Im tired of fooling around with them. Its been over a month with this issue.

  

  Business Response

  Date: 01/08/2025

  Hello,

  We are very sorry that you have had to wait for a refund. We would like to clarify a couple of points. 

  We show the below orders placed and can see the reason for the confirmation email not being received.

  Order 125004534112 $455.78(email used to place order ****************************) placed 12/2/2024 shows returned and fully refunded as of Dec 23rd (due to the holidays this may have taken a few more days to reflect on your cc)

  Order 125004449224 $370.99 (email used to place order ******************** placed 11/29/24 shows delivered on 12/9/24 - is this the unit that you returned? If so how? Please let us know so we can resolve for you as quickly as possible.
  
  

   

  Customer Answer

  Date: 01/08/2025

  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.
  
  FAQ
  
  Regards,

  ******