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

• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Ave Chino, CA 91708

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

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:01/02/2025

  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 tried to order a ***lacement grill plate for my Ninja Air Fryer that I bought here in ****** at *******. The plate is priced at $36.99. They quoted my $109.99 for shipping as the only shipping option. I contacted Ninja and asked about different shipping options like **** that has standard shipping prices to ****** and ******. They told me that they only offer one option to ******. After some discussion the service *** told me that a supervisor would contact me. That was one week ago. Nobody contacted me since. Since the grill is useless without the grill plate I am left we no other option since Ninja is the only company selling the part.

  

  Business Response

  Date: 01/07/2025

  Hello,

   

  We are very sorry you did not receive a call back from a supervisor when requested. Can you please share the model number of your unit, we can register and see how we can get this part to you at a reasonable cost.

  Customer Answer

  Date: 01/07/2025

  The part # is: 104HY500
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:01/01/2025

  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.

  Hello BBB Team, I am absolutely furious and appalled by my experience with this company. My interaction with this company has been nothing short of a nightmare, and I feel completely disregarded and taken advantage ***** June, someone fraudulently placed an order using my Apple Pay account from a stolen phone. I received a confirmation email for an order I never placed. Upon realizing what had happened, I contacted customer support, but was met with complete indifference. I also tried cancelling the order which did not work. Then, when I receive tracking details I tried contacting the carrier to refuse the delivery, hoping they would return the package directly to the company. Unfortunately, this did not happen. After informing customer service about the fraudulent nature of the order, I was advised to contact my bank for assistance. When I reached out to my bank, they told me they couldnt assist me because the transaction was made overseas, and that I needed to work directly with the seller. When I returned to the company for help, the customer support team refused to provide any meaningful assistance, simply repeating that I should follow my banks instructionsdespite the fact that my bank had clearly stated the ************, six months later, I am still without any resolution. I am beyond frustrated with the disregard this company has shown for addressing a case of fraud. Their customer support has been completely useless and uncooperative, leaving me with no option but to file this complaint.This entire experience has been a nightmare, and I demand immediate action to resolve this issue. I am furious that I have been subjected to this level of negligence and irresponsibility for over six months.

  

  Business Response

  Date: 01/02/2025

  Hello,

   

  We understand your frustration, however as you did not consent or place the order you will need to dispute this with your credit card company. We understand this is not an ideal solution, however if someone other than yourself has placed an order using your details your financial institution will need to reverse the charge. 

• Initial Complaint

  Date:12/31/2024

  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.

  We purchased a Ninja ******************* Specialty System machine on April 7, from a third-party retailer (BestBuy). We wanted this specific model because it brews pods, a pot, and also has a seperate water line to brew hot/boiling water for tea (so it does not taste like coffee). We have loved this machine! However, in November, the pod component stopped working. We called Ninja and we diagnosed that it was not the pod piece that was the issue, but the base itself. They agreed to send a replacement base, as they said we did not qualify for a full replacement. What they sent was a CFP 300 (not a 300C), so it did not have the hot water capability. Perhaps an accidental error, so we called back. They assured us they were sending the correct base and postage to send back the first incorrect one. The second arrived and it was once again a CFP 300 and were provided no shipping labels (this person tld us that they don't want us to send them back). When we called again (Dec 17), they said that the 300C base was out of stock, so the warehouse swaps it for the closest thing. This support person said we SHOULD have qualified for a full replacement initially, but now there were no more. This support person got approval from a supervisor to send us a CFP 301/307 replacement base from the US store, as it should have the capabilities that we want. We received a Ninja Slushie instead on Dec 31. We then called support back, requesting to speak to a supervisor, and were on hold for over an hour with the supervisor (and he never picked up the phone). At this point, we simply want a refund for what we paid for the product so that we can go BACK to Best Buy and purchase a brand new one that will work, since Ninja does not have any more in stock. If they cannot meet their warranty, which they are currently not, we are in need of an immediate refund so that we can purchase the machine we want before there are no more.

  

  Business Response

  Date: 01/02/2025

  Hello.

  We apologize for the experience this is not what we want for our consumers. Typically we would not refund retail purchases however due to the experience you have had and  the fact we are currently out of stock of the unit we can make the exception. In order to proceed we do require the proof of purchase. Please share with us and we will have a check issued. 

  Customer Answer

  Date: 01/02/2025

  [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 #********, so long as a cheque is sent immediately. Please reach out regarding address or email address to have this sent ASAP. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/31/2024

  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.

  Dear Shark,I've had a Shark Navigator Lift-Away Upright Vacuum Model UV540 for about 5 years now. I purchased it at my local ****** store. I don't have the receipt, so I attached pictures. I use this vaccum ONCE-A-WEEK for 10 minutes, just to vaccum a couple of carpets on my home (I have hardwood floors). However, I have been left disappointed. The 'Upright Steel Pole' broke, and does NOT allow me to use the vaccum upright anymore because it will NOT attached to the plastic handle. This is a 'steel pole', that allows it to attach to the Plastic Handle (the handle wovels sideways). The latch on the pol uses is a TINY FLAT s**** Well this s**** broke off because it's about 2mm in width and it couldn't stand the pressure of back and forth pushing anymore. A tiny s**** wouldn't last more than 1 year, luckly I got 5 years out of it. I have searched online for a replacement steel pole and I cannot find it. The vaccum was bought at ****** for around $169 on a monthly ****** sale opportunity. If you are able to send me the replacement Handle/Pole (steel upright pole) so I can continue using it, I would be grateful. Otherwise I will have to return to ****** for a Full Refund so I can buy a replacement vaccum. I prefer NOT to return it to ****** as it's NOT fair to ****** that a defective s**** for this vaccum doesn't work anymore. So please let me know if you can replacement that part. Thank you Happy New Year!

  

  Business Response

  Date: 01/02/2025

  Hello

   

  We have placed an Order 125004841905 for the handle and hose along with an extension wand for you. Once your order ships you will receive an email confirmation with tracking. 
  
  

  Customer Answer

  Date: 01/02/2025

  [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. 

  Damage component replaced by manufacturer.

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

• Initial Complaint

  Date:12/30/2024

  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 bought a Hair dryer and accessories from this company website on 12/19/2024. It is not the correct product that I wanted. On the company website it states that I must call customer service to get a return slip in order to return the product. I cannot get through to a human. I have been on hold 3 times for over 30 minutes. No one ever answers. I have read the reviews on Trust Pilot and apparently this is a problem others have had. I just want to return this product and get my money back. I am attaching a receipt for the product.

  

  Business Response

  Date: 01/02/2025

  Hello,

  We apologize for the delay in answering the phones, we have been experiencing high volume. We are showing a return label has now been issued please let us know if we can assist further.

  Customer Answer

  Date: 01/02/2025

  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. 

  The reason I reject this response is because I have not received a return label as they claim that they sent.  In what format is that return label being sent to me?  On the website it reads that I should call and get a return label or email. As I stated in my original complaint, you cannot get through to a person on the phone and no one has responded to the email I sent either.  So, the company is saying they issued a return label, but I have not received that via email.  Are they mailing it?  I would think that if they did in fact send a return label, they would simply email it.  The email I used is ***************************.  I would like that return label emailed.    

  
  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: 01/08/2025

  Hello

   

  We are showing the return label issued to the email address provided. We have re-attached here for you.

  Customer Answer

  Date: 01/14/2025

  [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 part of my issue in reference to complaint #********. I am waiting for a full refund before I will fully accept this resolution  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/30/2024

  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 bought a Ninja Shark Carpet Expert Carpet cleaner at ******* and I had to order the pacific cleaner it says to use with the carpet cleaner because they only give you trial size and it doesnt last or do maybe 1/4 of one room, also it spits water out and doesnt work properly and I tried all there suggested fixing it and didnt fix, after trying to return to store which I purchased they said they couldnt take back because of time, that was spent waiting on suggested products to arrive & trouble shooting, because to late to return and I reached out to shark on ******** and online in Emails and they agreed to send me a refund of my $250. + tax but havent received a refund after returning the carpet cleaner to them (using their tracking label) and I cant get a reply from them via any of the 4 phone numbers or email! They got there cleaner back and I havent got a refund or any contact from them! I would like a refund, just because they are a **** company doesnt mean they can do this!! I will never buy another product from Shark or Ninja, they dont stand behind their products unless you threaten them with filing a complaint and then they dont follow thru with your refund!! I just want my refund and hope noone else has to go thru this extremely frustrating experience! $250. And didnt even get to use it one time and I am disabled, I dont have that kind of money!

  

  Business Response

  Date: 01/02/2025

  Hello,

   

  We apologize you were not happy with the product and had it returned, we are showing a check request was submitted, we do ask that you allow 4-6 weeks for the delivery and am very sorry if you were not advised of this time frame when you spoke with a representative.

   

   

• Initial Complaint

  Date:12/27/2024

  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 a Ninja pressure cooker 5/22/2024 from *******, in store for $155.02. A month or two ago it broke while cooking. The lid is locked in place and I can't get it off. I contacted Shark/Ninja and the agent registered it for me and offered to send me a replacement. He then said that my model was out of stock and that someone would be in touch with me within in couple days to confirm with me an upgraded replacement. That never happened. I tried again and the woman said essentially the same thing, except this time she said "is it ok if I send you an upgraded model?" That was fine. But when I got it, it wasn't even a pressure cooker, but a slow cooker. The only reason I bought my Ninja was as a pressure cooker and I have no use for a slow cooker. I contacted the the agent again and told her this. She said they had no pressure cookers and don't appear to be making them anymore. She said to take it back because they couldn't refund me, but I pointed out that it was past the return window at ******* and even if it weren't I wasn't sure if they would take something full of rotting meat and I wasn't over the moon about driving it two hours. I asked if she could send me something stating that Ninja does not have nor plan to have a replacement pressure cooker, cannot fulfill their warranty obligations and that ******* needs to refund me. She said she'd get a supervisor to do it, but it was just nothing. Not surprisingly, ******* would not refund it and my card won't dispute it because it's not unauthorized. Oddly, Ninja pressure cookers are still for sale all over the place, new and warranted, even though Ninja cannot fulfill the warranty. I want Ninja to give me my money back ($155.02) and pay for the expensive piece of meat (~$90). They can have it, but they've got to come get it as no one will ship a tub full of rotting meat.

  

  Business Response

  Date: 12/30/2024

  Hello

   

  We apologize for your experience and will have a member of our specialist team reach out to you.

   

   

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/15/2024, I placed an order with Ninja for several items. All items reflected as In Stock and prior to completing my order, I checked the shipping/delivery time frame for normal shipping vs expedited shipping, and the normal shipping/delivery time frame given was 4 to 6 business days. I found 4 to 6 business days to be sufficient based on placing my order on 12/15/2024. I have received confirmation emails stating they received my order and completing the "final touches" and that they would provide tracking information once shipped. It is now 12/25/2024 and I have yet to receive my order, let alone an email confirming it's even shipped. When checking the status online, it still shows Processing for Shipping and no tracking info still. I called Ninja on Monday 12/23/2024 and was told I would need to talk to a supervisor to have them cancel my order and reorder everything to send it out expedited, but that I had to call back the next day because the supervisor line was closed that day. So, I call back Tuesday 12/24/2025 to speak to a supervisor, who proceeds to tell me they cannot cancel my order or really do anything but submit an "Escalation" to see what's going on and that it may take several business days due to the Holiday. Not only can they give zero answers on what the issue is or where my products are, they don't care. Not only did my products not arrive in the 4 to 6 business days their website stated, but now I won't be at the address it's supposed to be delivered to most likely and there's zero care from them whatsoever. They "can't" cancel the order or make any changes to the delivery address. So they just take your money with a promise of a product in 4 to 6 business days, then it's oops sorry we can't do anything for you at this time. It's completely unacceptable business practice and I refuse to order anything from Ninja ever again.

  

  Business Response

  Date: 12/30/2024

  Hello,

   

  We are very sorry for the delay in your order. We are showing it has yet to ship. We will have a member of our specialist team reach out in hopes of resolving this for you.

  Customer Answer

  Date: 12/30/2024

  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 # ********. I contacted SharkNinja again on 12/27/2024, via telephone again to inquire about the escalation ticket the supervisor supposedly entered on my behalf regarding this order and was now told SharkNinja would be refunding me my money. The *** didn't have any answers as to what the issue was with order processing, but said their resolution at this point is to simply issue me a refund. The *** advised it may take a few days to reflect on my form of payment and that I would receive an email notification regarding the refund as well; I have yet to receive either an email or a refund as of 12/30/2024 8pm EST. 

  
  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: 01/08/2025

  Hello

   

  We have processed the refund today and ask that you please allow 2-3 business days to reflect on your cc. A follow up email has been sent 

  Customer Answer

  Date: 01/08/2025

  [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:12/23/2024

  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 completed a purchase for Ninja Slushie 5 in 1 machine in November 28th, 2024. At the time of purchase the item was listed as in stock on their company website. I received confirmation of the order with an email stating that it can up to 5 days for an order to ship. I received an update on 11/30/24 advising that the item was getting ready to ship. I received another update on 12/2/24 stating there was a delay. I received no further update after and the tracking information through ***** only said label created and per ***** website it meant that the shipper (ninja) had not given the package to them. I called on 12/9/24 to Ninja customer service as there had been no further update. I was advised at the time that ***** had not picked it up and that there was 2-4 day delay. I was also advised that it would escalated to have the order checked. On 12/12/24 after receiving no update and verifying that the tracking information had changed, I called I by in customer service once again. I was advised once again that it was being escalated and there was a 2-4 day delay. I also spoke with a manager at the time who stated that he could cancel my order and create a new one but it would be 2-4 weeks before I would receive the order.On 12/16/24 there had been no further update and I called once again and was advised again that it would be escalated and advised once again that I could cancel the order. On 12/23/24 I called and spoke to customer service again and was told that the product was sold out with no estimation on when it would be restocked. Ninja received payment but did not communicate that the item was out of stock until nearly a month after purchase. The company failed to communicate and misrepresented its stock online. I have verified with other customers who ordered after Nov 28th who have since received their orders.

  

  Business Response

  Date: 12/30/2024

  Hello,

   

  We sincerely apologize for the delay in your shipment. We will reach out internally to understand what has happened as tracking shows it was picked up with no further updates. 

   

  Customer Answer

  Date: 12/30/2024

  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 been advised by different customer service employees that the package was not picked up.  Further ***** has confirmed the package was not picked up as well.

  The last update I was given was my order was not fulfilled due to it being out of stock.  I have confirmed with other customers who completed orders after I did, that they received their orders.

  The item was not listed as out of stock at the time of purchase and it took a month for a customer service *** to tell me it was out stock and not simply delayed as the others had done.

   

  

  Business Response

  Date: 01/08/2025

  We sincerely apologize for your experience and that you did not receive your order. 

  Order 125004889914 has been successfully placed as a replacement and will ship once we receive more stock. 

  Again,  we apologize for your experience. Once the order ships you will receive an email with tracking details

   

  
  
  

• Initial Complaint

  Date:12/21/2024

  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 ordered the wrong batteries packs on 11/9/24, contacted customer service and received a return label. Dropped the package off at my local ***** and they delivered back to Shark on 11/19/24. I waited 10 business days like they said to receive my refund but it never happened. I contacted support several times since this and getting the same run around. I should be receiving my refund within 24 hours. I have yet to receive anything.

  

  Business Response

  Date: 12/23/2024

  Hello

   

  We are showing the refund has been successfully applied as of today. We ask you please allow 2-3 business days to reflect on your original method of payment. 

  Customer Answer

  Date: 12/30/2024

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