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

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Ave Chino, CA 91708

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  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.

  On November 23, 2022, I placed order number ************ for model number HD430C. I received it on November 28, *************************************************************************** the future. As such, I decided to return it. Shark requires you to call their customer service line to process returns. I did so on the night of November 28, 2022, and was told I would receive a return shipping label in 1 hour. I did not receive the return shipping label and called the morning of November 29. I was told that since I was in ******, the return label may take up to 48 hours and I should just wait. I called again on November 30, and was told that he had manually processed my request and it should be on its way. On December 1, I called and was informed that they allegedly had the wrong email and name for me, which makes no sense seeing as they had previously sent me emails about my order. I was told the return label would come within one hour. On December 2, I called for the fifth time and was told he could not locate an order in their system for me, and gave me an email to write to to process my return. I see these practices as a method of evading customer returns by being such a pain that people will eventually give up. This is extremely disappointing conduct. I have yet to receive an email back and have no idea if I will receive one. I am now out over $350 for this product that I will never use.

  

  Business Response

  Date: 12/05/2022

  Hello Alexa,
  
  We have sent a prepaid label to your email ****************** Please check spam or junk folder as well please can go there. The label is good for 14 days from today. We do hope you received it this time.
  
  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

  Customer Answer

  Date: 12/08/2022

  [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 #********. However, I am still extremely disappointed with the lengths I had to go to to receive this response from Shark. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/29/2022

  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.

  We bought a shark on November 25, 2022 from ******** We opened and tried to use it November 29, 2022. It did not work nor did going through their troubleshooting manual FAQ work. 21 minutes into my call to shark, I am informed my 1 year warranty does not cover this "cap" that might be the case. I am asked to pay some sort of fee to get this piece to me. I find that totally unacceptable and believe they are running a scam.

  

  Business Response

  Date: 11/30/2022

  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.
   
  If you prefer, you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
   
  Please reference your account number **********.
   
  Kind Regards,
   
  ****
   
  Customer Service Team
  SharkNinja Operating LLC
  Ninja Help Center

• Initial Complaint

  Date:11/28/2022

  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 placed an order online w Shark for an upright vacuum and a hand held vacuum in the beginning of Sept. According to Fed Ex they were delivered on 9/14 & 9/15. However they were not delivered to my home. I have contacted Shark 7 times since. I have verified multiple times that the pictures on the Fed Ex tracking are not my house. I contacted Fed Ex they emailed back stating that I needed to contact the company for lost item procedure. Which I already did. Finally one rep put in the request for a refund which I was supposed to receive w in 3-5 business days which has now passed by over a week. No one should have to wait months for their money back. Every time I call customer service they tell me a supervisor will call me back.I even cxd a dr **** to get the call bt it never came. No one has ever called me back. I spent $745.00 on these vacuums. We went thru Affirm which when I called them they didnt care and stated we still had to pay them for it either way. I filed a police report which no one asked us to bt I did anyway. I have supplied Shark w ABSOLUTLEY every bit of information and then some and I still have not gotten my refund. This company is disgusting and disrespectful. They have now stole my money. They are thieves. I will never buy their products again. I will file a complaint w the atty ******** office. And any others I can.

  

  Business Response

  Date: 11/28/2022

  Dear *****,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We understand how frustrating it can be trying to get an issue like yours resolved in a timely manner.  We will be calling you today to discuss what further action we can take to make this a better experience for you and your family.
  
  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: 11/29/2022

  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.
  
  No one has called me. Every time customer service says they will have a supervisor call em no one does. I have verified my address every time I have called. I have verified that the pictures in the delivery is not my house. I have provided the police report number multiple times it is #T22000805. We want and need our money back. At this point Shark has committed a crime of theft by not returning our money. They never even offered to resend the packages. Which at this point we will never buy a Shark product again. Return our money. I will contact the *** also.

  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 11/29/2022

  Hello ***** or *****,
   
  Thank you for contacting SharkNinja.
   
  We did try calling the number in your complaint ************ but number not in service.only sent one email today to me 
   
  We have great news!  We got word back from our financial department we have applied a credit as of yesterday for the entire amount.  Please allow this to update with Affirm, usually with in **** business days.  Once Affirm has confirmation they will credit any amounts you have paid up to this point, back to the method of payment used at that time.  We apologize again for this taking so long to get resolved.
   
  We wish you and your family all the best during the Holiday season.
   
  Kind Regards,
   
  *****
  On behalf of Shark/Ninja Escalations 

• Initial Complaint

  Date:11/26/2022

  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 have two issues that I need addressed asap, I have a shark vortex Model # AZ2002 that needs to be replaced. Ive been having so many issues with it. One it falls and doesnt standup right which its a safety issues it has fallen on my baby. Second it does not vacuum as powerful anymore. I have cleaned all the ducks and it has nothing clogged. I would like to see if you guys can make an exception and exchange it for something different that wont be a hazard off falling since the holder in the bottom seems to stop working after a while. I would like it exchanged for the shark Stratos Model # IZ862H. This model is already folded so it has no risk of injury to my child. These two are the same pricing. Please make an exception due to the circumstances, I dont want my kid getting injured and I want a working product. I paid a lot of money for. I. Can Also I have shark Model # RV2502AE that I need the head replaced, the main robot brain has issues cleaning and going back to the dock. It seems as time goes by it cleans less and less it also gets lost which I have already cleaned the sensors but it doesnt help. I have attached both serial numbers. *************************

  

  Business Response

  Date: 11/28/2022

  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 reach out to you today at 9AM local time to discuss the issues you are experiences with the Robot vacuum and Vertex vacuum
  
  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: 12/05/2022

  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,

  *****

   

   

• Initial Complaint

  Date:11/23/2022

  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.

  July of 2022 I ordered a Shark Toaster. I received the item, changed my mind, returned it unopened. It was signed for by a Shark representative on July 28 ******* I had a return authorization & used the ***** provided. I used Affirm to pay. As of today I have not been refunded the payments collected & now am getting emails that my account is delinquent. I called Shark EVERY month. In Oct they emailed a credit rquest.

  

  Business Response

  Date: 11/24/2022

  Dear ******,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have looked into your order and the refund has been processed.  Please allow **** business days for it to go back on to your account.  We do apologize for any inconvenience this has caused 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:11/20/2022

  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 cordless vacuum for $105.99 from Bed, ************* on November 26, 2021. It has a 1 year warranty and has stopped working. I called and was told they no longer make this vacuum and cannot send me new parts or vacuum. They offered me a small discount (20%) on purchasing a NEW vacuum. This is not honoring their 1-year warranty by making me buy a new vacuum that is under warranty.P.S. The uploaded receipt says "cancelled", but I did pick up the item in person on that date.

  

  Business Response

  Date: 11/21/2022

  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 to you and left you a voice message. Could you please provide a time that would be convenient for us to reach you
  
  
    If you prefer, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST. with your customer number **********.
  
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 11/24/2022

  [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 (I have received the new part for my vacuum and it is not working again) 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:11/19/2022

  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 acquired a robot vacuum model av753 as a gift. The robot would not connect to wifi. I contacted support through web chat only to be escalated. I gave them a good phone number to call and time in which would be best to call only for them to call at a completely different time and was not available to talk. They agreed to contact me later that evening and did not. Two days after that i called them went through the same process only to be escalated again. I was told they would contact me in 24 to 48 hours and i have not received a call within that time frame.

  

  Business Response

  Date: 11/21/2022

  Dear ***********,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have forwarded off your request to our **************** and they will be reach back to you as soon a** 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: 11/21/2022

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

• Initial Complaint

  Date:11/19/2022

  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.

  On November 16th I reached out to shark customer service to complete troubleshooting and possibly a warranty claim. It was determined that my unit was not operable and that I was eligible for a replacement "pod", I was told I would have to pay 20 dollars shipping for the new unit. While on the phone I asked if this didn't correct the issue would shark be sending the other parts of the vacuum free of charge and I was assured that they would. Now today the replacement arrived and still no power. Well today I called and now they are trying to send me another "pod" which clearly isn't the issue and stating that the other parts are not covered under the 5 year warranty. After being told this I looked up their 5 year limited warranty and it only list "Normal wear and tear of wearable parts (such as foam filters, HEPA filters, pads, etc.)" As parts that are not covered so they should be sending me the other components of the vacuum because obviously something other than the pod is defective, the hose or brush roll or canister, something is wrong here and I was assured on a recorded line that the other parts would be sent to me free of charge if the pod didn't work! I'm uploading a picture of their warranty from their website https://m.sharkclean.com/warranty/5-year-limited-warranty/Also a receipt for my replacement part.

  

  Business Response

  Date: 11/21/2022

  Dear ******,

  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. It was a pleasure speaking to you today and glad that we got this matter rectified.

  
    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:11/19/2022

  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.

  Have not refunded $45.00 as I was told after receiving the cookware I was told to email them when I received the cookware and I have done that and no response from SharkNinja in fact I have emailed them 3 times

  

  Business Response

  Date: 11/21/2022

  Dear *****,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. e attempted to reach out to you at ************ and got the message "the party you are trying to reach currently not accepting calls at this number",
  
   We looked into your refund and see that it was credited on November 20/2022 and can take up to 3-7 business days for it to go back on the card you used.  If you have any further questions, please provide a time that would be convenient for us to reach you and we will be happy to do so.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:11/18/2022

  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 an item from SharkNinja on September 12, 2022, which was then shipped and charged to my credit card on September 19/20, 2022. I was then charged AGAIN for the same amount on October 27, 2022. After noticing the second charge, I called SharkNinja on November 9, 2022 to have it resolved, and was told that the original charge did not go through, so the system had re-charged my card on October 27, 2022. This is obviously incorrect, as I now have two identical posted transactions on my statement that have been confirmed by my bank. SharkNinja could only provide me with the billing statement for the charge on October 27, and said they were not able to send record of the supposed "failed" transaction from September 20, but could not provide me with a reason why I was not able to see that report. After arguing with the ** representative, I was asked to send photos of the two charges to an email address, for which I triple-checked the spelling. I sent the photos immediately after the call on November 9, 2022. As of this morning, November 18, 2022, I had not heard anything back from SharkNinja, so called their ** again. I was told that the email I was given was spelled incorrectly, and that even if it was spelled correctly, that it was also the incorrect email address for billing concerns in the first place. So, after waiting almost 10 days and accruing interest on my credit card for this double charge, I am quite literally back to where I started with nothing having been resolved at all. I have re-sent the photos to the email address I was given today, but am completely frustrated at the incompetence of the ** I have received thus far. Best-case scenario, they refund me for the second charge (as they should, or I will be filing a fraud claim with my bank), but I have still lost money on the interest charge I have accrued in the meantime, due to being given an incorrect email address, and them double-charging me in the first place.

  

  Business Response

  Date: 11/21/2022

  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 to you and left you a voice message. Could you please provide a time that would be convenient for us to reach you.
  
    If you prefer, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST. with your customer number **********.
  
  Kind Regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 11/21/2022

  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. 

  I have NOT received a phone call from SharkNinja, despite them replying saying they left me a voicemail. No phone call, no voicemail, and no resolution regarding the double charge as of yet.

  
  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: 11/28/2022

  Dear *******,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We have reviewed the statements you have attached to this complaint.  We have forwarded this off to our financial department.  We just tried calling and left a voice message we will also send an email.  We lo9ok forward to resolving this issue 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