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

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

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:01/03/2023

  Type:Sales and Advertising 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.

  Purchase of shark ninja ****** made which developed multiple faults with all parts being replaced and finally a full vacuum replacement happened 27.04.21 and a warranty received dated 27.04.21 as per sttachements. Vacuum has low suction so contacted 02.01.23 and told would get replacement but would need to speak to escalations team who have now emailed me to tell me my warranty is out of date and only option is for me to purchase another vacuum so false information given as warranty should be 5 years and 2 years for battery

  

  Business Response

  Date: 01/04/2023

  Hello *******,

  We are sorry to hear there is an issue with your vacuum. You have reached ** through the North American Better Business. Please reach out to our ** colleagues the following ways. 

   Phone number: ************* (hours of operation Monday- Friday 8 am to 6 pm ** time)

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

  ********************************************
  Advise to go to this website and click on ************** then Contact Us

   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

   

• Initial Complaint

  Date:01/03/2023

  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.

  I placed an order on December 25th for a NeverStick pot and pan set during a sale. I waited until the 29th as obviously it was the holiday season, but as of the 29th there still wasn't even a tracking number for my order. I emailed support on Dec 29th to ask why there wasn't even a shipping label yet and they told me there was a backorder on the product. Nowhere on their website does it indicate the item was back-ordered and when I checked the website, it still didn't reflect a back-order. When I replied that I was not satisfied with that response, suddenly there is a tracking number for my order. Four days later and there was no movement whatsoever. It still said the label was created, but wasn't given to ****** I replied to the email to ask why there was a further delay in the shipping, I was told there is a delivery delay and I'd have to wait until January 19th before a "reshipment" would even be attempted. How can there be a delay when the package has apparently not even left the warehouse? Why was I told there is a back-order if there wasn't one? Or is there one and they just made a label to quell my complaints? At this point, I feel like I'm just being lied to and I have asked for contact info for someone who can assist, but received no reply.

  

  Business Response

  Date: 01/04/2023

  Hello ***,

  Was a pleasure speaking to you today. We have sent off a inquiry to your order. We hope to have some information soon. We will reach out as soon as we have something.

   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

   

  Customer Answer

  Date: 01/05/2023

  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 did speak to a representative and they told me they will have something sent, but I haven't received anything yet, so I am rejecting to make sure this complaint remains open until I am actually shipped the product.
  
  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: 01/05/2023

  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 when waiting for an order to arrive and it hasn't as of yet.  We have reached out to our shipping department to see what the delay is we will make contact with you once we hear back.  We see you had spoke with one of our representatives yesterday on tis matter, we have not forgotten about 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

  Customer Answer

  Date: 01/06/2023

  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. 

  I did receive a call yesterday and was told they would be shipping something and that I should get a tracking number today. I am rejecting just to make sure this doesn't close until I receive the product.
  
  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:01/02/2023

  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 vacuum on 06/06/2022 from ********************* in the amount of $399.99 plus ***** shipping and handling and tax $23.48 tax total amount $450.46, in addition on that same day I purchased an extended warranty for three years for $79.99 through Fingerhut. On 09/02/2022 I reported to fingerhut that I was having trouble with the brush roller cutting out, they in turn told me to call the warranty department at Shark which I did, at the time when I turned the brush roller on for them to hear. it began to work so they would not fix the vacuum. I called Shark again on 01/02/2023 to inform them that the brush roller would not turn on and was told by them that the part was not under warranty and it would cost me $89.99 to fix it. This company hasn't even honored the 1 year warranty. I called Fingerhut back and they switched me over to ************** which I was given a label to send the vacuum to them, they told me to report Shark/Ninja to the BBB because they were in non-compliance with the year warranty. This is a motor malfunction, nowhere in the warranty does it say the motor is not covered.

  

  Business Response

  Date: 01/03/2023

  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. We are sorry to hear you are having issues with the floor nozzle assembly. We do call that a wearable part which is not part of warranty. But we would be happy to send you the required item if you still have your vacuum. We would like to send at no cost to you.
  
  If you prefer, you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
  
  Please reference your account number **********.
  
  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:12/31/2022

  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 bought Shark Duo Clean upright vacuum cleaner February this year in ****** and starting to have issue with the self-cleaning-floor-nozzle. It stopped rotating anymore, even though there is no debris or clog. The motor tried to start and stop, with red light indicator always on, never turn green.Bought 02/2022 SN Z17Q1206A2S2 Model UV580 Part# ***CU502 duo clean powerfin floor nozzle I called customer service and they refused to replace it at no cost to me. I demand SharkNinja to replace it at no cost to me.Attached are the pictures of model # and serial number manufacturer plates on the unit.

  

  Business Response

  Date: 01/02/2023

  Dear ******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.  We have setup the order for your new motorized floor nozzle to come out to you within **** business days at no cost to you. 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

• Initial Complaint

  Date:12/30/2022

  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 Ninja Foodi Neverstick 13-piece pot set on April 25, 2022, and the sauce pot has begun to peel. I called to report the issue and was told the small pot wasn't available and is no longer manufactured separately but is a part of a set. ***** also attempted to send me mismatched pieces. I was also told I would have to pay $20 for shipping for a bigger pot. I told the customer service rep I paid the extra money so they all would stack. The bigger pot means it wouldn't fit on my shelf. The customer service rep didn't care and could offer me the bigger pot. I said they could send me a new set, and the old set would be returned. The lady (***********************) became rude and wasn't helpful. I asked for the supervisor and was told one wasn't available. The supervisor would tell me the same thing. Then ***** said she requested a callback, but it would be ***** hrs. This is unacceptable. The 10-year warranty and paying $500 for a set to have it become unusable in 9 months is absurd. This is a total bait and switch. Ninja has to know the project is defective and only includes the 10-year warrant to get our money.

  

  Business Response

  Date: 01/02/2023

  Dear Latesheca,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.  We see that you were speaking to one of our supervisor's this morning and the matter is 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
  SharkNinja Escalations Team

• Initial Complaint

  Date:12/28/2022

  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 purchase products from SharkNinja in early November 2022. I was charged $817.47 for all my products. I received 1/3 of the products purchased. I then received 9 emails saying that the rest of my products shipped but email had no tracking number. I contacted SharkNinja every time I received an email and they informed me that the products were out of stock when the 1st shipment was sent but they were them being prepared for shipment every time I received an email. Every time I contacted them, I asked to speak with supervisor but was informed that they did not have any supervisors available to speak with me. It is now the end of December and I still do not have all my product but they have all my money. Today a supervisor contacted me and told me once again that the rest of my product is being shipped and when I receive it, I could return what I did not want for a refund. I no longer need this product and just want my money back for the items I did not receive.

  

  Business Response

  Date: 12/30/2022

  Dear *******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We want to thank you for taking our call today.  We have sent 2 ***** pre-paid labels to return your items for refund.  The items are due to arrive tomorrow.  We appreciate your patience in this matter and thank you for 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 Team

• Initial Complaint

  Date:12/28/2022

  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.

  Created account on ninjakitchen. Saved my address on account. Saved daughters address on account. The site will not allow to save CC information. Ordered OL701 and cookbook. Checkout site does not allow selecting daughters shipping address. Unchecked same as billing. Manual put in her address. Used PayPal as payment. Order auto canceled next day. Tried again using credit card. CC is different card than PayPal. Same manual entry of her address and my billing. It auto canceled. Called Support. Said to try again. Before doing this, called CC bank. There is no stop, hold, security trip. Issue is Ninja side. Checked PayPal. It shows waiting on Ninja to process. Issue on Ninja side. Tried a third time using CC. Auto canceled next day. Called Support. Ninja stated they would look at why and contact next day. This turns out to be a false statement. The site not saving a CC info and not allowing to select different shipping address that is saved in the *** suspect the ** record is corrupt. Looking to find out if Ninja wants to make a sale. Also learn why Ninja does not follow through with promises made. Already missed Christmas for daughter. And looks like the Jolly70 discount will disappear. Also want to learn how to make a purchase from Ninja as there is no call by telephone to make an order.

  

  Business Response

  Date: 12/29/2022

  Hello ******,

  It was a pleasure speaking with you today. We hope your daughter enjoys her new Ninja Foodi Smart XL Pressure Cooker.

   

  If any questions please feel free to call us at **************, Monday to Friday 9-5 PM EST.

  Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

   

  Customer Answer

  Date: 01/07/2023

  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. 
  

  Ninja response was a slick sidestep answer.  Did not answer the question, did not supply an answer and ignored the issue.  I was never able to purchase the product through my account with Ninja.  No explanation of why the purchase was rejected.  I proved and provided evidence the failure is on the Ninja side.  Ninja did not repair the issue and provide assistance to make a purchase.  The sole path for a purchase is via the website and not like a normal business who has a call in sales number.  
  

  The only way to obtain the missed Christmas present was to ask my son to make the purchase and I sent hm the funding.  All of this was carefully explained over a phone conversation with a Ninja representative.  
  

  As this was the actual way my daughter received the product, the PUBLIC response by Ninja to this unresolved underlaying problem is simply to spin a success statement.  
  

  As such, the public should be aware of Ninja does not appear to be interested in supporting customers  and will engage in obfuscation to appear to be concerned to resolve problems, but rather spin an answer to appear like they will actively help their customers.

  

  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 thank you for taking time out of your busy day in speaking with us today.  We will be emailing you so that in the future you will have a point of contact and also the offer we made with you today.
  
  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: 01/11/2023

  [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:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shark robot vacuum on Black Friday 11/25 on the Shark website. Today is 12/27 I have still not received any item. I get constant emails everyday that my item has been shipped but the tracking numbers do not exist. Every single day they attempt to charge my credit card and do not complete the order or ship any item. After weeks of this I placed a call to shark in which they claimed the item was on backorder and they would be getting a shipment that day on 12/10 and claimed it would arrive in the next **** days. I have yet to receive an actual working tracking/shipping number. I called to cancel the order on 12/24 and shark claimed they could not cancel the order because the order status is preparing to ship. However every single day it gets put in that status and nothing ever gets shipped! I want my order cancelled immediately and I want there to be an investigation into the way this company is fraudulently handling their orders. They are running a scam and this is absolutely ridiculous.

  

  Business Response

  Date: 12/28/2022

  Dear *******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have forwarded off the matter to have it looked into and will reach back to you as soon as possible.
  
  
  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: 01/05/2023

  [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:12/27/2022

  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.

  Website states free shipping, on checking out adds $25 international charge which I decided to accept as I do live in ******. On checking out it wouldnt accept my address. When I called them they dont ship to ******. Nowhere in the flexstyle does it say that on the product I wanted to buy. I have been receiving daily texts with discount to an 808 number which is a ****** phone number to discover they cannot process any order as I live in ******. Whole website for the flexstyle hair is misleading consumer. Supervisor checked and confirmed he would escalate this however I have spent two days trying to order this. Misleading information and it does mislead anybody living on island

  

  Business Response

  Date: 12/28/2022

  Dear *******,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We will reach out to you today to discuss the matter further.
  
  
  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

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark AI Robot Self-Empty Shark AI Ultra Robot Vacuum with XL HEPA, and a lifetime warranty. My Shark AI disconnected from the wifi and would not reconnect. I went through all the troubleshooting options that were given on the app (turning the robot on/off, restarting the robot, uninstalling/reinstalling the app, restarting the wifi router, and restarting my phone). I also deleted my Shark robot from the app and started to try and reconnect the device to the app/wifi. I then called customer support, where I did the same things I had already done, just with a customer support agent on the line. I was even on a video call with the agent showing him all the steps I had gone through. The agent told me he had to replace the "pod" (I would have to replace the brushes and battery pack and place them on the new "pod" and send the old "pod" back). He said that the "pods" were out of stock and that it would take a month to get a new pod sent to me despite being under warranty I asked what other options there were because I use the shark robot on a regular basis less than 4 months ago, and I purchased the device because we have allergies. He said because I was refusing the replacement pod that my 2nd option was to pay 30% of the purchase price for a new device to be sent to me. I asked multiple times why I had to either wait a month for a replacement pod or pay 30% of the purchase price for a new device to receive it sooner. I did not get a response. I informed the agent that the 1 year warranty does not indicate that I would have to wait an extended period of time or pay 30% of the purchase price for a new device. I informed the agent that they are shifting the issue of not having replacement pods to the consumer. This does not make sense because they would send me a new device immediately if I agreed to pay 30% of the purchase price of a new device. They should have sent me a new device immediately because it is under warranty.

  

  Business Response

  Date: 12/27/2022

  Dear *******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We are going to reach out to you today 9AM your local time by calling ************ to discuss an option with you 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

  Customer Answer

  Date: 12/30/2022

  [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,
  
  *********************************