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

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  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

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: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.

  Called Shark on 12/26/22 to address an issue with their product NV352. Their customer service rep from the Carribean, ******** first told my husband ******************* (purchaser @ ************) and I that the part I described to him that was broke (on current machine I had purchased from Shark; told him same part on previously purchased machine was defective when I tried to put that on newest vacuum) and the **** ******** told me that I could pay for a new part as this piece is not covered under warranty or instead of paying for the $9 part he could offer me 70 percent off of a new vacuum same model ($34 price I believe) for a new Shark without a warranty plus shipping which was approximately $20 I believe. I asked him to check on shipping since that was pricey. He checked and got back on the line and said he could waive shipping. Then I asked, to clarify, when did I get this machine in 2021? He then went back to check (never gave me an exact date) but then said he realized that I was past the warranty (which he said I didnt have in the beginning of our call) and that he could now only offer me 30 percent off of the vacuum. Bait and switch! I told him thats not what he said throughout our conversation and that he was going back on his word! I asked for a supervisor, twice, but of course couldnt get one. I told him I wanted a supervisor to call me back from the US asap. He said that would take 2-4 hours. I told him I wanted an incident number as he kept telling me sarcastically, Oh dont you worry about that. As if hed write the story to benefit himself for not doing his job properly from the beginning. # ******** ********************* ***************** Said No supervisor available 2-4 business hours to hear from one I told him I wanted an incident number as I shortly received another call back after my own request and got who I believe was the same ********************* acting as ***** now. I told him I wanted an incident number for this call and he said you havent given me enough information (yet I had given him my husbands number for the account under ************) and he then says have a nice day and hung up on me!I want this resolved as you have a broken hose that can cut people, doesnt **** properly to clean now, and the machine motor runs loud. I offered to buy another at a discount to make things easier than buying a hose plus shipping which I shouldnt have to pay for as the way the seam/tube is exposed can cut someone and is a safety hazard as well as defective!This gentleman ******* is bad for Shark busibess and should be reprimanded for his treatment.I would like a call back from your Supervisor in the US to address this situation and important incident that he is now trying to hide. My husband listened to him on speaker phone which he was made aware of and he tried to mask himself the next time I requested a call back and he had to call me. The gentleman who called me back called my phone number ************ and masked himself as ***** and then hung up. No incident number because he doesnt want you to know that he was ****** calling back due to my request to have someone call me via ***************** incoming number.Shark needs to address the part being defective and unsafe as well as their overseas customer service bait and switch tactics. I will be sure to let others know how I was treated and how disappointed I am with this experience as I have been a long time advocate and consumer of Shark vacuums!

  

  Business Response

  Date: 12/27/2022

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just attempted to call ************ there was no option for voice mail we have also sent an email to you to call and discuss this unfortunate situation with us.
  
  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: 12/28/2022

  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

  Company sent two emails stating they tried to contact me at ************. 
  

  Shark called wrong cell number today.  I emailed them correct phone & called to Ref the ticket number ********** they provided in email they sent me 12/27/22.

  LEft message for Shark to call me back, w my correct cell *************) as phone lines were busy.

   

  12/27/22-Received call back 

  Contact for call back: Hrs 9-5 pm EST ******** called from Shark a 5: pm 12/27/22 from ************. Based upon Shark file notes she is transferring this matter to ************ Will escalate this matter regarding Shark contacting me at my corrected phone correct Phone # (which is also in their file notes: ************)  and said that ***** would contact me tomorrow a.m.

   

  received another email from Shark stating they attempted to contact me at the WRONG phone numbereven after I corrected it with ******** CB last night.

   

  I am asking Shark to call me on my actual cell number by tomorrow, please, as Id like to get this matter resolved asap: ************.

   

  Thank you!

   

  Regards,

  ******

   

   

  

  Business Response

  Date: 12/29/2022

  Hello ******,

   

  It was a pleasure speaking to you today. We hope we were able to resolve the issue today.

  If you have any further questions please don't hesitate  to reach out via phone to ************** Monday - Friday, 9am EST to 5pm EST.
  
   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations 

• Initial Complaint

  Date:12/25/2022

  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.

  Ordered on 11/27/2022. Have received TWELVE shipping emails and have been told by THREE separate agents that my order was shipping. Tired of being lied to. I just want what I ordered. Order# ********.

  

  Business Response

  Date: 12/26/2022

  Hello ********,
  
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left.
  
  We are truly sorry for the delay in receiveing your order. The reason for the delay is we are waiting on the vacmop to be available in stock as on back order at this time.
  
  If you have any further questions, 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:12/25/2022

  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.

  I placed an online order for a Shark AI Ultra Robot Vacuum with XL HEPA Self-Empty Base on November 27th, 2022. I ordered it specifically from Shark Ninja directly rather than a big box retailer and because they were running a decent Black Friday sale. I have yet to receive the product. I have received 13 separate emails telling me that my product has shipped, which is also reflected on the order status page where there are 13 separate instances of the product being shipped. When I click the order tracking button, I get an error message. I have contacted Shark Ninja three times about this. The person I spoke with via live chat on December 12th made contradictory claims that my product did ship but also that it had not shipped yet. They accused me of wanting to selfishly halt the entire shipping process to find my one product. I really just wanted to know whether my product was actually going to be sent to me or not. They were immensely unhelpful. The two other representatives I spoke with via email also did not seem to know where my product was or whether it had actually shipped. I have asked to have the order canceled, but was told they could not cancel it because it had already shipped, while also telling me that it had not shipped yet. I am extremely confused and frustrated. I just want them to cancel the order. My credit card has also had pending charges that are then refunded each time I get a shipping email. I have been extremely patient with them and that patience is being taken advantage of. I will never purchase another of their products again. I am concerned that if the product does come and I decide to return it for a refund because of how frustrating this process has been, I will run into challenges from them with processing a refund smoothly.

  

  Business Response

  Date: 12/26/2022

  Hello ******,
  
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left.
  
  We are truly sorry for the delay in receiveing your order. The reason for the delay is we are waiting on the vacmop to be available in stock as on back order at this time.
  
  If you have any further questions, 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

  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 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:12/23/2022

  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.

  We ordered on cyber Monday with a deal they had going, 11-28-22 And we have received pending charges daily since then, I called about a week in because we had not received any tracking or anything and they just said oh your order says it should be shipping *** we wont charge until then, I week later still nothing I did the live chat and they said they would look into it. I then recieved and email saying it jd shipped finally ***** Which previous person told me if I ordered before **** it had shipped and anything after we would receive before Christmas, still nothing I call they cant give ma anyone higher up to talk to so they tell me they have escalated my ticket to go higher up and get it solved, which will take 3-5 perfect thats Christmas Eve so its not gonna be here on time, well today I get a notification they canceled my order. I will never agin purchase from them or recomend the product they should be making there problem right with the customer and they dont

  

  Business Response

  Date: 12/26/2022

  Hello ******,
  
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left.
  
   We are truly sorry for the delay in receiveing your order. The reason for the delay is we are waiting on the vacmop to be available in stock as on back order at this time.
  
  If you have any further questions, 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
  

  Customer Answer

  Date: 12/26/2022

  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,

  ******

  First of all they have never tried to contact me and I have never received an voicemail, complete lie, they say one thing and then change their mind. This is the first time in the whole process that they mentioned one of the items was on back order. It seams as though they change their story every time. 

   

  

  Business Response

  Date: 12/27/2022

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We are going to try calling you today 9AM your local time to discuss options to resolve our order issue.  We want to make this a better experience for you.
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.

  
  
  Best regards,
  
  
  ***** on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 12/27/2022

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

  they did finally contact me today and are sending out the vacuum free of charge the mop is on back order so I wont recieve that but feel much better they tried to resolve the issue 

• Initial Complaint

  Date:12/22/2022

  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.

  Purchased a glass Carafe from SharkNinja online on 28 August, 2022 for $34.87 (including $7.95 for shipping). Order Number 13163098-00. Received email 29 Aug. stating product has shipped with ***** tracking number and delivery date estimated to be between 9/5 and 9/8 Contacted SharkNinja 15 Sept via phone as item was never received, and tracking number showed it had not shipped. After being put on hold several times was told item had never shipped and that it was on back order. Asked to speak with supervisor and, after being put on hold, was told they would contact me. Mailing address was also verified.Received email same day (15 Sep) with same tracking number and estimated delivery date (9/5 to 9/8). Item to date has never arrived. Contacted SharkNinja at first via chat on 21 December but no one would answer. Sent email requesting status on 21 Dec. Without any explanation for delay, SharkNinja responded via email next day and asked me to verify mailing address again. Requested full refund due to signification delay, and partial refund was provided. SharkNinja stated that shipping was not refundable. I told them they never shipped the item, they agreed, but stated it was their policy. I would like a full refund (including shipping) since they never shipped the item and never told me why it wasn't shipped. My family and I will not be purchasing any further Shark or Ninja products in the future, as their customer service is a 0 out of 10. Please see attachments for email record.

  

  Business Response

  Date: 12/23/2022

  Dear ***,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We checked your order and see that it was refunded for the Glass Carafe and we are truly sorry for the shipping not refunded.  However, for the inconvenience, we have setup the order to come out to you once again at no charge and you should receive it within **** business days.  Please keep an eye on your tracking number for it's arrival from FedEx.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Happy Holidays,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:12/22/2022

  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.

  I have purchased shark steam mop which had steam and hot water leak causing permanent skin damage of my right foot. I had relayed to shark customer team who also took picture of my foot in Nov ***** 2022 assured me that to make up this irreversible damage they will ship a new model S7001 in 2-3 business days after I return the faulty item that caused me permanent body damage. However after I returned the item, the customer service is giving me hard time stating that they do not have S7001 in stock and therefore cannot ship to me as they assured and stated! This is an absolute fraud act!

  

  Business Response

  Date: 12/23/2022

  Dear Nowreen,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We checked the status of your order and it was setup in the wrong warehouse.  We cancelled that order and set it up to come out to you from the warehouse we do have stock.  Please keep an eye on your email for the tracking number from ***** for it's arrival as it may take **** business days.  We do apologize for this confusion and appreciate your patience.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Happy Holidays,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:12/22/2022

  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 a vacuum from these people on **** to have it for Christmas. I was told that it was shipped on December 7 and they hit my credit card for the amount today its **** and the vacuum is still not here and the charge is still pending, they keep charging it and taking it back and charging it again to keep it in the pending mode where I cant file a discrepancy on it. I called them and they tell me it hasnt shipped but its being prepared to ship and they will not cancel the order then I get another email today saying its been shipped for twice the amount of money that I paid for it now I have not been charged that yet, but I get this other email for more money , if theyre out of the product just tell me I cant imagine any reason that it hasnt been shipped except for that but to be lied to several times that its been shipped and then not cancel my order because its not here when you said it was going to be here is ridiculous

  

  Business Response

  Date: 12/23/2022

  Dear ***,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.  We have forwarded this off to our **************** to look further into your order and will reach out to you as soon as we hear back from them.  We apologize for the inconvenience and appreciate your patience.
  
  
  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: 12/30/2022

  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,

  Don

   

   

• Initial Complaint

  Date:12/22/2022

  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 purchased the Shark Flexstyle for my daughters main Christmas present a few weeks ago online. I received notification last week that it one delivered on 12/19/2022. As of 12/21/2022 I still hadnt received it and contacted the company. They said the package was delivered and I told them it had not. They asked my delivery address and I provided it. The sales representative said that wasnt the address it went to. I said I could see my correct address online from when I purchased it and was told that yes it was in the computer but that was not where they sent it. I requested them to overnight it to me since it wasnt my fault they sent it to the wrong address and I need it before Christmas. She said no it would be **** days. This is unacceptable and they should make amends since the error was on their part. They should overnight the product to me immediately.

  

  Business Response

  Date: 12/22/2022

  Dear *****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We just attempted to contact you by phone with a voice message being left we have also sent an email you can respond to.  Again we apologize for this issue and we would like to make this a better experience.
  
  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:12/21/2022

  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.

  Ive had this vacuum 13 months. Vacuum has had a continuous electrical short, has tripped our breaker, and now has stopped working. The head light doesnt work and the brush roller does not move. Contacted Shark and was sent the wrong part to solve the problem. Replaced with part sent but its still as was before replacing it. The person spoken to at Shark said he was sending the head which seems more likely to be the problem but sent the pod instead. Contacted them again, was led through different things to try to fix it, but then told it was the head and that it is not covered under our 5 year warranty. Im extremely disgusted that a vacuum that obviously has had manufacturing issues from the day it was made, as the lights flickered and its tripped the breaker, is now said to be a working part and not covered by the warranty.

  

  Business Response

  Date: 12/22/2022

  Dear ******
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We are sorry to hear we have not been able to resolve the issue with your vacuum.  We just tried calling your contact number and left a voice message we have also sent an email to contact us back.  Not to worry we are hear to help resolve this and it will not cost you anything. 
  
  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:12/21/2022

  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.

  I have placed an order of robotic vacuum with Shark. On 25th Nov 2022 (Shark order #********). The order was available in stock when I placed the order. I received email on 28th Nov.2022 stating Shark order #********-00 has shipped. The estimated arrival is 5th to 8th Dec. 2022. The order was never shipped to **** have contacted Shark customer representatives on chat, phone, talked to their supervisor on 6th Dec.22. Shark supervisor informed that Shark has run out of the vacuum and extended a discount of 120USD and confirmed that my order will cost me ******USD (total) and will be delivered between 2 to 3 weeks from the date of order i.e. 25th Nov.2022. I was given a ticket #********. Received another email on 6th Dec. 2022 mentioning Please note that some items in your order may be shipped separately. I contacted again around 13th Dec. I was told that my order item is back in stock, and will be shipped soon.However, I did not receive it till 19th Dec22. I contacted customer support again. I was told that ********************** cannot deliver me the order as one of the items was not in stock, even though Shark has officially sent me an email on 6th Dec.22 stating that some items in the order will be shipped separately. I have been waiting for 27 days since placing my order on 25th Nov.22. The customer service is utterly poor. Every ********************** representative gives different excuses but have failed to deliver my order. I have received 8 emails from Shark with different price tags Furthermore, I have made the payment through PayPal and as per PayPal policy the payment authorization will automatically expire after 1 month i.e. 24th Dec.22. I am not going to extend the payment authorization further as Shark is not able to confirm the delivery date of the order. Please charge ******USD and deliver the order before 24th Dec.22. for or else the payment will fail. I want to mention clearly that I am not liable if that happens. Please resolve the issue urgently before 24th Dec.2022.

  

  Business Response

  Date: 12/22/2022

  Hello *****,
   
  Thank you for contacting SharkNinja.
   
  We are so sorry to hear you have not received your order as of yet.  We attempted to reach out just now to phone number ************ there was no answer and voice mail not setup yet.  
   
  We have reviewed the order and we know the Vacmop VM251, that is included with this order ,is not in stuck and not due until some time in February 2023.  So that is what's stopping the order from going through.  We have sent this information off to head office to see if we can split the order so at least the Robot will ship and we will send the Vacmop when it comes into stock.  We will try to contact you once we hear back.
   
  We appreciate your patience with us and we hope to have this resolved soon.  We wish you and your family all the best during this Holiday season. 
   
  Kind Regards,
   
  *****
  On behalf of Shark/Ninja Escalations 

  Customer Answer

  Date: 12/22/2022

  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.]
  
  

  Hi *****,
  
  
  Thanks for your reply. As I was driving I could not receive your call. 
  
  
  Appreciate the issue to be resolved and the Shark AI Ultra Robot Vacuum with XL HEPA Empty base be delivered before 24th Dec. With the holiday season everyone will be going on leave and that will cause further delay. You can deliver the Vacmop VM251 at a later date. However Feb 2023 seems to be far away but ready to wait if the rest can be delivered before 24th Dec'22.
  
  
  If there is a direct number I can reach out to you that will be great. 
  
  
  Regards,

  *****

   

  

  Business Response

  Date: 12/27/2022

  Dear *****
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ and we left a voice message.  We would like to discuss an option with you to make this experience much better.
  
  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: 12/31/2022

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