Complaints

This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

SharkNinja has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  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

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

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:01/21/2023

  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.

  I purchased 2 of the shark corded vacuums in September 2022, each of which were used for very light home cleaning a few times a week. Both of these vacuums stopped working in December 2022. After finally getting ahold of a member of the company, I was asked to get on a zoom call and perform a series of different visual examinations to help the company understand what the problem was. After nearly two hours of this very time consuming process (which includes wait/hold time and multiple calls) of showing the camera what this hose looked like, and that hose, and dropping a coin here and there, the call was disconnected from their en led and *** never heard from them again. I should note that both of the vacuums have the same problem - that is each vacuum both stopped working and started smelling like smoke. These are the Shark HZ255 vacuums. Normally very reasonable about these issues, but honestly, 4 months of use? That, and just how much time does Shark expect me to devote to their failed products?? Willing to give them a chance to make me a strong advocate of their customer service, or a customer happy to describe the experience in any review opportunity. Thank you!

  

  Business Response

  Date: 01/23/2023

  Dear *****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We understand how frustrating it can be trying to get an issue resolved over the phone.  We just tried calling and left a voice message, we have also sent an email so you will have a point of contact, to get this issue resolved for two vacuums.
  
  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:01/21/2023

  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.

  Bought robot around June 2022. Less ***n a year ago , robot stopped charging , inspected *** who machine , base appears to be melted at *** cord site The hard plastic is complete melted.

  

  Business Response

  Date: 01/23/2023

  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 the issue with the Shark not charging and we received your picture of the damage.  We just tried calling and left a voice message to call us back we have also sent an email.
  
  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:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Shark Ninja FlexStyle, however, I tried it and it does not work for my hair. I have been attempting to return the product. I called the customer service line and left my number for a callback, but either I receive no callback or they call me back and there is no one on the other end of the line. I then reached out via the customer service email and received a response, however, it was a bogus prepaid return label - when I try to download it to print, it says the file is corrupt. They told me its because I have a yahoo email address which is such a scam considering Ive never had an issue with PDF files before. I requested a label be mailed to me that I can actually open, a QR code I can provide to ***** or a full refund without returning the product since this seems to be an ongoing issue due to the number of other BBB complaints. I have received no response to my emails. My order # ********-00. I would love a ****************. Thank you.

  

  Business Response

  Date: 01/23/2023

  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 the pre-paid label we emailed you to return your Shark for refund was corrupt and unable to open.  We tried calling ************ and left a voice message we have also sent an email that you can respond to if any issues with the new label we emailed 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
  
  

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my shark vac mop from bed bath& beyond as a Black Friday special this past Thanksgiving. I used it approximately six times before Christmas. It broke. I called support. They troubleshot for 14 seconds or less and then decided to escalate my ticket. I asked a few more questions before I would let him go but I was told I would get a call back. No call back. No working device. No supervisor will take the call. I've kind of had enough. I have made over seven calls to this company. I have been placed on hold for over an hour. Only to be hung up upon later. They won't let you talk to a supervisor unless it's a callback and they never call back. ******************* from the ****** columbia refuses to get a supervisor. Scheduled for another call back that won't happen

  

  Business Response

  Date: 01/23/2023

  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 the amount of time spent on trying to get your Shark robot vacuum to function properly.  We just tried to call your number ************ but we just get a busy signal.  We have also sent an email to 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
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  We purchased a Shark AI Ultra Robot Vacuum with XL HEPA and a Shark VACMOP Pro Cordless Hard floor Sys with a One Year Warranty for $342.39 on November 28,2022. I received an email on 12/14/2022 indicating the order had been shipped with an expected arrival date of 12/20/2022-12/23/2022. When I clicked on their tracking link, it sent me to a blank page. However, I was able to pull up the order by going directly to their site. There it indicated the order had shipped on 12/12/2022, 12/13/2022, 12/14/2022, 12/15/2022, and 12/16/2022. The product did not arrive. When we called the first time, they tried to claim that we had ordered a product that was out of stock. However, we DID NOT. The item was definitely listed in stock when we ordered it, and the confirmation of the order made no note of it being out of stock. When pushed further they indicated the order was being "prepared for shipment." We did not receive the item for Christmas (our son's big Christmas gift). We were flexible, shifted gifts around, and decided to give it to him for his birthday weekend, January 13. On Friday, January 6, 2023 we received an email that they cancelled our order because they couldn't process payment. When we called about this, it had nothing to do with our payment (we have more than $15,000 available on that card) but had to do with the mop we ordered being out of stock. They agreed to replace it with a similar but equal mop but had to renew the order telling us they couldn't just fix the cancellation with our original order. At that time we asked for reassurance that we would be placed at the top of the list still given that the mistake of the cancellation was theirs. He indicated the product should come in **** business days. Because they cancelled our order by mistake they gave us a new order number and sent a new invoice. On January 12, 2023 I received a new notice that this second order number had been cancelled. When I called back on 1/13/2023, I spoke to **** who indicated that the email had been sent in error. I asked for an email confirming that, and he was unable to comply but spent almost an hour trying to transfer me to a supervisor who never answered the phone. **** "guarantee(d)" me that a supervisor would call me back in 24 hours. I asked how I would know it was them because I don't answer every **** call, and he said they would leave a message and call back. We did not receive a call. **** confirmed the product was in stock in that phone call. I did receive an email confirming the email was sent in error on January 14, 2023. However, it indicated I could "check the status" online but when I type in the order number it just renews the page. Today I called again because we have not only NOT received our product, but we haven't even received the email stating it has been shipped. **** again tried to contact a supervisor who never answered. Finally, he said he spoke to "the most experienced" rep, and the guy stated that they needed to use the unit number to order the product rather than the invoice number (or something similar to that). He also "guarantee(d)," yes he used this word, that he had fixed the problem. He also "guarantee(d)" that the product would be received in 3-5 business days (NOT JUST SHIPPED--I confirmed this with him). They also just sent two new invoices with two NEW order numbers for the two products in the original order. We have been lied to repeatedly, and they have sent false and misleading emails without just indicating that THEIR item is backordered. They have also cancelled the order claiming it was a payment processing error when, in fact, it was totally a problem with their own ability to fulfill what they committed on November 28, 2023. My hope is that you are able to do something to speed up the receipt of our product and also to help the company make changes in their entire system of keeping customers informed. Here are the tracking orders (changed each type due to THEIR errors). The first order placed on November 28,2022 was 13501377-00. The second one that they re-did because they cancelled the first in error is: ********. The two new invoice numbers they assigned (because they separated the two items in the order) are: 72366999-01 and 72366994-01. Other emails and chats also occurred in an attempt to receive our order, and at no time were we given correct information. I can upload emails if they are necessary, but there are many.

  

  Business Response

  Date: 01/23/2023

  Dear ****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We called the number left on file ************ with a voice message being left.  We apologize you have not received the items ordered back in November 2022.  We are working with our back office to have these items shipped out this week.  We have also sent an email.
  
  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:01/20/2023

  Type:Delivery 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.

  As my vacuum lost suction I thought I would replace the filters. I went online and ordered a set for both places requiring filters. I felt they were a little expensive but if this would take care of the problem it would be worth it. It sent me to the cart total and I placed the order, it then gave me an order confirmation number with this total; I took a picture of it with my phone. I got a notification from my credit card company of the charge and it was for more money. I printed the receipt which showed taxes and shipping had been added. As I ordered at night I could not get in touch with customer service but I did fill out the survey immediately and gave the order number and that I wanted to cancel as additional charges were added AFTER I placed the order. The next morning I received notification that my order had been shipped so I called to cancel and was told I could not cancel. I told them I had a picture of the price at the time it was ordered and that I did not agree to the additional charges. I ended up asking for a supervisor and was told one was not available. I told them it is illegal to add charges after an order is placed, at which time I was informed this is usual practice! I again stated that this is illegal and was then told when the order arrives to call and get a return label but the shipping charges would not be refunded! I told them I would be filing a complaint with the BBB but they were unconcerned, after seeing all the complaints on here I can see why they just don't care. I always thought Shark was a good company and have several of their products but NEVER AGAIN WILL I PURCHASE ANYTHING SHARK! I will dispute this charge with my credit card company and hopefully catch the ***** driver to refuse the shipment. The crazy thing is for just about $12 they have uncaringly lost a customer as I would have continued to buy ********************** products. I will also tell everyone I know how they do business (all over $12) and they don't even care.

  

  Business Response

  Date: 01/20/2023

  Dear ***
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We have requested a refund in the amount of ***** be placed back on the credit card to which the charges were placed. You should see that refund in 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

  Customer Answer

  Date: 01/23/2023

  [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:01/19/2023

  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 the Uplight Shark vacuum on their website. I was given a 5yr warranty. The motor went. I called 5 times and 5 times 5 different customer reps hung up on me. I finally got a rep who seemed to care about my problem and assured me she sent out my part right away. She did, but when I received it the next day it was a pod, not a motor. I called and was hung up on 2 more times. I did get a rep who once again assured me that she sent me the motor, and once again, I was sent a pod.In the last 2.5 yrs this is the 3rd part that broke. If they quit making shoddy products and start making good quality products they wouldn't have to keep sending out parts.

  

  Business Response

  Date: 01/20/2023

  Dear *****
  
  
    It was a pleasure speaking with you today. We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We hope the part you receive tomorrow will resolve the issue with your LZ601.
  
  
  
  
    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: 01/20/2023

  [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:01/18/2023

  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.

  I purchased a Shark robotic self-emptying vacuum in December of 2022 for a Christmas gift for my wife. After one (1) use the vacuum began to show error 26, stating that the dust bin is blocked and the unit is unable to be emptied. Once getting this error, I contacted Shark customer service. After going through multiple tests the rep advised that there was an error with the machine. The rep advised that they would need to send me a new pod, without the attachments. (battery, brushed, dust cup, etc) Moreover, the rep advised that I would have to pay $27.00 dollars for a new unit to ship to me. After receiving the new unit I am still getting the same error message. I find it ridiculous that Shark will not send out a new unit to replace the damaged one that was purchased less than a month ago. Note: I have contacted customer service six (6) times and have yet to have the situation remedied.

  

  Business Response

  Date: 01/19/2023

  Dear ****,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We see that there is an order setup for a new unit to come out to you once you drop yours off at ***** with the prepaid label that was sent to your email, then the hold will be released on your new one which you will receive 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:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dust cup for my Shark vacuum and instead received a metal slicer which I sliced my finger on trying to retrieve the item from the box. The box was plain no warning that the item inside was sharp and would slice my finger open. It bleed for a few hours and still hurts hence a pretty good cut. I called Shark and spent well over an hour on the phone waiting, speaking, emailing, and sending pictures of the item I was sent. The first lady just asked about my vacuum and transferred me. The second person wanted proof which I provided and then wanted me to send back the slicer. The person at the warehouse opening it beware because you will slice your finger. The person did reorder me the dust cup but it was the wrong one so I emailed and gave correct model number and again a confirmation for the wrong model number. So after all this, I have a hurt sliced finger, no correct dust cup coming to me and I spent close to $50.00 for this. No one at Shark seems to care.

  

  Business Response

  Date: 01/18/2023

  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 so sorry you had cut your finger on the item received, we take this very seriously hear at Shark/Ninja.  We just tried calling and left a voice message, we will also send an email you can respond to direct with Shark. 
  
  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:01/17/2023

  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.

  Received a Shark Ninja Supra Kitchen System blender as a christmas gift. The box clearly shows and states what is included inside yet not all items were in the box. The items that were missing were the 16oz Nutri Ninja cup Spout lids. There should have been two Spout Lids in the box. I contacted Shark Ninja through email and they stated that they would send the lids. However, they sent the incorrect items. I contacted them again and they stated that the Spout Lids do not come with my model and would not send the correct lids. I would like Shark Ninja Company to send the correct Spout Lids that are listed with this model so that I can use the system that was purchased correctly. It is false advertising to list items and not include them. The Spout Lids are designed to close to prevent leaks and which is one of the reasons I wanted this particular model.

  

  Business Response

  Date: 01/18/2023

  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 try to contact you at 9AM your local time to discuss this unfortunate situation.
  
  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: 01/18/2023

  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.
  
  FAQ
  I received an email requesting that I call the company, Ninja, and that they have already sent the Spout Lids.  As mentioned to them and in my complaint, they sent the incorrect lids and even after emailing them, they still refused to send the correct lids. Which is why the BBB complaint was made.  There is no need for a phone call.  The two lids that should be sent are the Spout Lids as seen in the photo and listed on the box as included with this model.  I would appreciate that the Ninja Company send the correct lids asap.  

  
  Regards,

  Nikki

   

   

  

  Business Response

  Date: 01/19/2023

  Dear *****,

    We're sorry that you have rejected our email to you.  We see that one of our agents (*****) has been communicating with you regarding this matter.

   

  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
  SharkNinja Escalations Team