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

  5521 Schaefer Avenue Chino, CA 91710

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

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:01/09/2023

  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 the Shark Flexstyle on 12/23/2022. I waited a week, check the status in that time, my order status was "Awaiting Fulfillment" I tried to initiate a chat conversation through the Shark website. I go no answer. At all. No one responded to me. I sent 2 emails to customer service asking about the status of my order and why it hadn't shipped yet. Again, I got zero response. I went to the ******** to the company's ******** profile and left a comment there. No response. I would really like to know the status of my order since they took the 260 bucks out of my account already. For being such a big company you would think their customer service and order fulfillment would be so much better than it is, which is non existent.

  

  Business Response

  Date: 01/09/2023

  Dear *******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling your contact number and left a voice message.  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:01/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a replacement vacuum unit with item#HV332 under order number *********** on June 25,2022. The unit is no longer functional and asked for a refund or upgrade to another unit (agreed to pay difference) of the same brand. However was denied and provided a part which may not necessarily make the unit functional to the standard. Concerns were raised previously with the customer service/product specialist on the same model and each time it was disregarded with a replacement part. Bottom line is the product is sub-standard and doesnt function as indicated. Kindly assist in escalating and resolution. Thanks

  

  Business Response

  Date: 01/09/2023

  Dear *****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We thank you for speaking with us today and coming to a resolution to 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 Team

• Initial Complaint

  Date:01/07/2023

  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 an air fryer (DZ090C) unit near the end of November 2022. After three uses, both basket handles began to crack. After using it a fourth time, the left handle broke off completely. When I called to initiate a warranty claim, the automated system insisted there would be someone to help me out "in 10 minutes." 40 minutes later the horrible gravelly hold music finally stopped, and I was greeted with nothing but silence. I'm not sure there's much point in offering a warranty, let alone one with a timeline, when you can't actually use it.

  

  Business Response

  Date: 01/09/2023

  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 by phone ************ and left a voice message.  We will also send you an email so you will have a point of contact to resolve 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 Team

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/24/22 I placed an online order for the Shark FlexStyle Air **************** System as well as the Extended 2yr warranty. The order total was $292.93. Order # ********-00. I noticed that there was no shipping details in the order conformation so on 12/26/22 at around 5:00 PM EST I called the main Shark Ninja customer service number. I spoke with a representative and let him know that there were no details provided in regards to when I could expect the item. The representative took my order number and looked up the order details. He was able to locate the order and confirmed that the order has been processed and was waiting for fulfillment. During the conversation he did state that the order would be shipped out within three business days of the date I placed the order and that I would receive my items within seven to ten business days. He then resent the order confirmation at 5:07 PM EST. As of 01/07/23 the order has yet to ship and is still waiting fulfillment. I was then told on 01/06/23 that I may not receive the item for four to six weeks and that if I were to cancel the order I would be charged a 20% fee. I feel that it is unethical of the company to not only give out inaccurate shipping information, but to then threaten to charge a 20% fee if I chose to cancel the order. We are talking about a month difference in the expected shipping. It also came off as odd to me that I didnt even say I was going to cancel my order. They representative told me of the fee when she told me that if was going to take four to six weeks to receive my item. It was felt as if it was said upfront to keep me from trying to keep me from even bringing that up. Again, it just seemed odd and unethical that they would threaten to charge a 20% fee when their shipping time changed by an entire month.

  

  Business Response

  Date: 01/09/2023

  Dear ****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We attemp[*** to call you today and left a voice message we have also sent you an email explaining the 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: 01/09/2023

  [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:01/06/2023

  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 ordered a duoclean PowerFins Hairpro Lift from Sharkninja operating LLC The date was ******** I ordered this at the price of ****** and after checking out the coupon for the discount was removed and full price was in its place I didnt see the change until after the order went though. It was now billed ****** . I called the next AM to have this bill changed and they said it had already gone though. I spent over a hour the night I ordered to see if I could correct this problem but the only thing was to wait until you order phone line would be open in the AM I 'm very disappointed with this company that makes changes and doesn't tell the customer the the ************** was changed I'm going to stop payment to my credit card and **** of America will have to look into this Also reading your return policy you say that this was a out of county return and I will have to pay for the shipping The package I receved today was sent from ** ***.. **** also be posting on the BBB . Please send a return mailer so that I can return this product at your expense .. Will never deal with this company again. Why do you treat your customer with problems like this .. your business practices are not not right. I understand now why you have large number of emails. *********************** ************************************************************** order # **********

  

  Business Response

  Date: 01/09/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We thank you for speaking with us today.  As discussed you will get the ***** label in your email to return the item for full refund.  Once received you can expect credit 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

• Initial Complaint

  Date:01/06/2023

  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.

  1/6/23 To Whom it may ******** On November 27, 2022 I placed an order for the Shark AI Ultra Robot Vacuum with XL HEPA with the bonus Shark VACMOP Pro Cordless Hard Floor System. I purchased this Robot Vacuum for my 88 year old mother who cant vacuum on her own. The order was available and in stock when I placed the order. Order #: ********. The order was invoiced and I received a ship date of December 7 . I subsequently received emails with shipping dates of December 8, 12, 13, 14, 15, 16, 19, 20, 21, 22, 23, 30 which is evidenced on my account at shark.com as well as several emails. My account shows that my item has shipped on each of these dates, however when I checked tracking information, it would direct me to a page not found or empty page.I made several phone calls to customer service. Each time I was told the order was be prepared for shipping and each time I was given a different date. I asked to speak to a manager or supervisor but was told there are none available at this time (every time I called). I dont blame the customer service reps because they are doing their best with the information they have. On December 22 I was finally able to speak to a supervisor/manager. She said that the mop portion of the order was out of stock and thats what was holding up the order. She said that she would have the order split and expedite the Robot vacuum for my 88 year old mother as it was in stock. I asked if I would have it by Christmas and I was told that she would expedite it and that I would have for Christmas. Once again it was a false claim, and to date I have not received anything, except another pushed out shipping date. Shark should have notified their customers that the product was out of stock or backordered, so the customer would have the option to purchase from another retailer. Instead, they kept the customer hanging on and feeding the customer with new delivery date information. It is an Unacceptable way to conduct business. I do a lot of on line shopping dealing with many companies/vendors and I have never had an experience like this. Most vendors would send an email to the customer explaining the situation. ********************** was not up front about anything and has done nothing to try to resolve this situation. It is a very deceptive and disappointing way to conduct business. Please help me to resolve this matter as soon as possible. Thank you.

  

  Business Response

  Date: 01/09/2023

  Dear *****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We thank you for speaking with us today.  We will be sending you a private email that you can keep correspondence with us during this process.
  
  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:01/06/2023

  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.

  Buyer beware, warranty claims are a nightmare! Ive received far better CS from a toy company over a $50 toy! Purchased a Shark Navigator in 2020, 5 year warranty. The main hose completely separated! CS tried to offer me a generic replacement at 30% off ( 1 hour phone call with dogs and people yelling in the background ) refused. Just called back, same offer but free, took it. But Im right ticked with your warranty. I spent $350 on a vacuum, which is supposedly now discontinued, and now Ill have a generic hose. Will see how it is, but never buying a Shark product again. The right thing to do would have been to send out a new vacuum that has all SHARK components. Buyer beware, they dont stand behind their warranty or products clearly!!!!!

  

  Business Response

  Date: 01/09/2023

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We just called your number ************ and left a voice message to call us back to discuss this unfortunate situation.  We will also be emailing you, so you will have a point of contact.
  
  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:01/06/2023

  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.

  I first purchased the FlexStyle HD430 on 12/2/22. My Credit Card with ************* was charged and had a pending charge for the right amount. A day later (I do not use this card very often and hadn't for a while), fraudulent charges started appearing on my account. I contacted the bank and got it resolved and they reissued my card. I made sure that the SharkNinja charge was not included in the fraud report. In the meantime I received the product on 12/13/22. A few days later, the pending charge dropped off and nothing posted. I contacted ************* and they stated that they approved the authorization but that the merchant had cancelled.I receive a notice from them that I need to contact them to finish collecting payment. I call them and offer my debit card. Everything seems fine. A week later, I notice the pending charge had dropped off. I call the bank and they tell me the same thing that the charge was approved but that the merchant appeared to have cancelled it. I call SharkNinja again and they state that they are escalating the situation, that it is not my fault, and that I will receive a call back within ***** hours. I never receive a call. Then I get ANOTHER email from them stating that they have been unable to process the payment and to call again to collect payment. I respond back that I am still waiting for their person to CALL ME. Two Days later, I received a response telling me to contact a new number. I did and found out it was a Debt Collector. Luckily, they do not have my information yet. I called Shark Ninja again, and they stated they are escalating it again and should receive a callback in 2-4 hours.It is not fair to send this to debt collections when I have made every effort to give you payment, and was told this was an error on SharkNinja's side. I am still waiting for this call back.

  

  Business Response

  Date: 01/09/2023

  Dear *********
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will trying calling you this morning to discuss this unfortunate situation.  We will keep trying to get in contact with you to have 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: 01/13/2023

  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 have now been charged by the Merchant the payment posted on the January 10th, 2023. However, a pending charge also showed on my account on January 11th and posted onto my account on January 12th, 2023. So, I have now been double charged ******. I have called and had it escalated, but for the record, I wanted to give this information here since this was the only avenue that actually resulted in someone getting back to me. I've attached pictures from my bank app of the charges here and have emailed them to Customer Support.
  
  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,

  Alexander

   

   

  

  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 thank you for speaking with us today and allowing us to resolve this issue with you.  As stated when we hear back from our financial department on the one charge being credit back we will be in contact.
  
  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: 01/24/2023

  I have received a full refund for the double charge now. So, my credit card has been debited correctly for the correct amount, finally. I will note that as a goodwill gesture the company let us pick out an item to send as a gift, and we received the wrong item. We asked for the Premium Set PossiblePot (CW202CP) and received the PossiblePan (CW102CP) which doesn't have a whole lot of use to us. It's fine. It was free. It's just one more annoyance on top of everything else regarding this whole fiasco.

  I have received the appropriate refund and have been charged the correct amount that resolves the original issue.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/05/2023

  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 set of frying pans almost a month ago and have not received my order yet however Ninja has put a hold of funds from my bank account 5 times now in the past 3 weeks. I have called their customer service 4 times now requesting a cancelation only to be told they cannot cancel my order even though it has not shipped yet and assured me a supervisor would contact me which never happened. One rep even told me my order was on back order for an undetermined amount of time but still would not cancel my order. I have had a continuous hold at my bank of $115-$450 of my funds for pans that I never received and I am unable to cancel. Worst mistake of my life ordering from this website.

  

  Business Response

  Date: 01/06/2023

  Dear *********,

    It was a pleasure speaking to you today and we want you to know that your order is cancelled and you should have no further issues.

    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

  Customer Answer

  Date: 01/07/2023

  [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:01/05/2023

  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.

  A vacuum was ordered online through the Shark website on November 24 for 319.99$. The company than charged and uncharged my credit card about 15 times on consecutive days after order placement. (Charges are no longer showing on history as they were rescinded, though this information may be able to be pulled by my credit card company?) I received a new tracking link every time my credit card was charged although all of the links were "dead". I started contacting shark through their online chat to follow up on my order as it got closer to Christmas and they informed me that everything had been shipped, not to worry. After Christmas passed with still no order having arrived, I phoned the company and they said there was an order error and that management would get back to me under an "escalation ticket" in ***** hours. Immediately after that call ended I received a cancellation notice for the order from Shark, which I of course did not place. It has now been about 2 weeks of me waiting on a call from management and not receiving it. I than have called their service line and received a repetitive pitch that management will get back to me, it's within the "***** business hour window still". On the most recent phone call today, I was informed that the escalation order had been cancelled and that I could place another "ticket" for a call back from management or I could purchase the vacuum at it's current price that is about 300$ above what I had initially paid. The escalation ticket is still opened but I am concerned I will one again not hear back. I can forward you the email correspondences from Shark if desired, they will not save properly on my computer to send as an image unfortunately. I just want the vacuum at the price I had been advertised and paid for as I am a grad student who saved for quite some time to afford to give it to my parents for Christmas. Thank you,***************************

  

  Business Response

  Date: 01/06/2023

  Dear *********,

    It was a pleasure speaking to you today.  Your order has been processed and you should receive it within **** business days.  Please keep an eye on your email for the tracking number from ***** for it's arrival.

    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

  Customer Answer

  Date: 01/06/2023

  [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. I appreciate the promptness and customer service recieved post complaint.  

  
  

  Regards,

  
  

  ***************************