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

  
• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  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

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: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 a ninja dual air fry oven at the later part if 2021 for my new home . I did not move to my new home until 8/29/2022. I first started using the oven at the time . Since then the motor in the fab has found and u am asking for a replacement. I am told that I have to pay for a new one due to the lapse of time . Im trying to explain that it is only myself and my Husband and we only used it for a few months . I have spent hours on the phone only to ge promised that a supervisor will call he back and the dont take the time to do so. I have purchased many ninja shark products that have lasted very long so I know this is a defect .. I also was willing to except a lower model from the one I Hafe! This item cost$ 249. My husband and I are retired and ****** afford to purchase another toaster fryer oven .

  

  Business Response

  Date: 11/18/2022

  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 to discuss the issue you are having with the Ninja air fry oven.  Not to worry we are hear to help you get this resolved.
  
    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  
  
  ***** on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:11/16/2022

  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 Ninja Ninja Kitchen System with Auto-iQ Boost (BL494), and within one year Ninja's Pro Extractor Blades Assembly broke. It's releasing plastic/gas to our food. I contacted Ninja customer care Case ID #******, and they will not cover it. This product is purchased in less than a year and one year warranty is still there. Not sure why Ninja will not cover it. This is such a poor service and a waste of money.

  

  Business Response

  Date: 11/17/2022

  Dear *******,
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We have setup the order for your new extractor blade to come out to you within 3-5 business days.  Please keep an eye on your email for the tracking number from ***** for it's arrival.
  
    Should you have any further questions or concerns, please reach back to us by email or contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

  Customer Answer

  Date: 11/17/2022

  [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:11/16/2022

  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.

  this company had a product listed for sale that was not available. they allowed me to repeatedly place an order, then cancel that order, which then cause issues with my card. after 3 days of thinking the problem was my credit card i called the company and was told that they were canceling my order because they didnt have that item in stock. maybe this isnt a violation but i dont see how they should be able to sell a product they do not have.

  

  Business Response

  Date: 11/17/2022

  Dear *****,
  
    We're sorry that the HD430 was not in stock for you to order.  We attempted to reach out to you and left you a voice message regarding our inventory will be in stock on November 15th which then can take up to 5 business days for it to be purchased online. If you would like us to contact you back, please provide a time that would be convenient for us to reach you.
  
    We do apologize for any inconvenience this has caused you.
  
  Best regards,
  
  ******* on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:11/16/2022

  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 purchased a grill from this company on 3/14/22. Two months ago it started smoking so I contacted the business for help because I had a warranty. Firstly, they dont have phone prompts to let you speak with an actual person so I had to make multiple phone calls and send multiple emails. I finally was told they would replace it and Id be called back with details. Yet again I was not and had to call and go through the whole warranty process again. They were supposed to send me a shipping label for the old unit, but it was not working when I pulled it up with my yahoo account that I registered with them. Once again I call and they then inform me it doesnt work with yahoo and asked if I had another email they could send it to. (I did not ask them to change my email on my account to the gmail address and you will see in my documents that even my invoice for the exchange was sent to my yahoo email. They said once they received it I would be sent a replacement in 3-5 days. However I never received a confirmation email or tracking information on the email address I registered with them. They sent everything to my gmail when I never asked them to switch my email on my account. The package was sent without requiring a signature and it was stolen from my package room that has no cameras so if a package is not put in a locker it gets stolen. I paid $229 for this unit that I used to cook most of my food on and now have nothing to show for it, nor can I afford another one. They refuse to help me, refuse to let me speak with a supervisor and refuse to give me the email of anyone above them to actually be provided with a resolution. They have said I would receive a call back same day and still no one has called me. Called again and was again given no help. I am frustrated and extremely upset with their lack of effort and compassion.

  

  Business Response

  Date: 11/17/2022

  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 in order to get this matter rectified.
   
    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

• Initial Complaint

  Date:11/13/2022

  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.

  Placed a order ******** On 11/01/2022 It delivered on 11/05 ON Saturday, but there is no package there, so I decieded contact shark customer service. The agent was told me the package been stolen and ask me contact the Local policy office, Then she/He refer me a pic of the item been delivered. So i was trying to file a report to policy department. Then I track on the ***** tracking page it shows where they deliver the package The pic is not my apt, it is another apt on the other side. They I contact them again, they told me they will need T2 department to help me and ask me wait for email, You can see the pic what is the APT number is. Thats UNIT 1, which is not even in a same building, and i cannot even access, Then I wait for like a week no update I contact them again, they said we have not get any update etc and they will refill a case something What a joke, thats how the customer serivice can be???????

  

  Business Response

  Date: 11/14/2022

  Dear *******,  
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We attempted to reach you at ************ and got the message that your voice mailbox is not setup yet.  We have forwarded your information over to our **************** and will reach back to you as soon as we can.

    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:11/12/2022

  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.

  Case #****** Order Date: 11/12/22 ORDER SUMMARY Shark Stratos Upright Vacuum with DuoCle Price: $429.00 Quantity: 1 Total: $429.00 Kit Includes: (1) Shark Stratos DuoClean PowerFins Upright;(1) 5-Year VIP Warranty on Stratos;(1) MultiFLEX Under-Appliance Wan.AMOUNT $467.61 Includes applicable taxes and shipping.Your first payment will not be charged until your order has shipped. subtotal:$429.00 Promo:-$0.00 Shipping:$0.00 Tax:$38.61 ORDER TOTAL:$467.61 I applied a promo code of stratos130 which showed the total to be charged to me card of $325.91. I contacted the company and asked to be refunded the difference. I was told that it would be done. I rechecked the order only to find it was not completed. I called back and was put on hold for 8 minutes, then hung up on. I called back a 3rd time to speak with a supervisor. I was told they were too busy to assist. I was told once again that the matter would be resolved. I then turned to chat with a representative. This what I was told: No ******. When the order ships, you will see the real charge, but it will be for $467.61, since the code was not applied and cannot be applied now, due to the order status. So, once you receive the tracking number or the unit, you can contact us back, and we will process a refund for 130 USD plus taxes.

  

  Business Response

  Date: 11/14/2022

  Dear ******,  
  
   We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We attempted to reach you at ************ and left you a voice message.  We have forwarded your information over to our **************** and will reach back to you as soon as we can.
  
   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: 11/14/2022

  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,

  ******

   

   

  Nothing was resolved. No comment was made as to how the issue would be handled. Please contact me at ************ to resolve the matter. I look forward to hearing from you as I have been a long time user of ********************** vacuums.

  

  Business Response

  Date: 11/15/2022

  DearShanna,
  
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  
  
  
    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: 11/15/2022

  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 # ********. Following is an email exchange between myself and Shark company:
  

    ***** just attempted to deliver a vacuum. I refused the shipment since nothing has been resolved. It would be nice if someone would contact me. ************************* ************
  
  From: ************************* <**********************>
  Sent: Tuesday, November 15, 2022 8:43 AM
  To: 'North *******************' <*****************************************************>
  Subject: RE: [SharkNinja] Re: ****** ************************* 11am AST BBB Complaint Billing
  
  I have attempted to call you back. I asked the agent to connect me with the legal department. He told me he would contact me with a supervisor and I was placed on a brief hold of more than 25 minutes.I hung up and attempted to call back. The next lady I spoke with said she didnt know of a legal department. I hung up and called back again. This time I was told customer service were not able to transfer me to legal and didnt know a phone number so that I could contact them myself. I was told to give my phone number and a supervisor could call me back in 2-4 business hours. Could someone give  me a phone number to contact legal? Thank you, ************************* ************  **********************
  
  From: North ******************* <********************************>
  Sent: Monday, November 14, 2022 11:08 AM
  To: ************************* <***********************************************;
  Subject: [SharkNinja] Re: ****** ************************* 11am AST BBB Complaint Billing
  
  ##- Please type your reply above this line -##
  Your request (********) has been updated. To add additional comments, reply to this email.
  ******* (North *******************)
  Nov 14, 2022, 12:08 EST
  Dear ******,  
   
   We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.  We attempted to reach you at ************ and left you a voice message.  We have forwarded your information over to our **************** and will reach back to you as soon as we can.
   
   If you have any further question's, please reach back to us.
   
  Best regards,
   
  ******* on behalf of
  Shark/Ninja Escalations Team

  When I finally did speak on the phone with someone from the *********************** I asked if I could speak with someone in their legal department. I was informed that the escalations department IS the legal department. I was also told that they could have given me a refund as soon as the item was on a ***** truck. I told her that I was told to refuse shipment or I could be charged a restocking fee.

  Overall, I am extremely unhappy with the way things turned out. This should have been taken care of in a few minutes instead of escalating to this point. **************** should be trained better. I do not recommend  this company due to the extremely poor customer service department.

  Thank you, *************************
  

   

   

• Initial Complaint

  Date:11/07/2022

  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 shark VacPro (RV2001wRUS) and it suddenly stopped working. I did a full factory reset and again added the machine to app. Once it connected to Wi-Fi and completed the steps it started to blink and disconnected . This happened multiple times and I tried factory reset 3-5 times. I called Shark support and they said they would like to see the problem and hence I provided them another phone number to call so that I can show them problem on the cell phone ***** they were calling. But they said that they cannot call and I have to call back to show the ***** over the live phone. I told them that I have provided them 2 numbers and they can call on one and do ***** on other, but they refused . I told them that I cannot call again and Shark need to figure out how to solve the problem rather than telling the customer to have 2 phones available. They disconnected the phone. So this means that if a person does not have 2 phones to show Shark Rep ***** on call with one and talk on other they will not help resolve the problem ? That is amazing that they require 2 phones to service the product otherwise they disconnect the phone.

  

  Business Response

  Date: 11/08/2022

  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 and make contact with you today at 9AM local time to discuss this unfortunate situation with your Shark Robot vacuum.  We will call the number supplied to us in the complaint, ************.  We look forward to speaking with you and getting this issue resolved.
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  ***** on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:11/07/2022

  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 11/7/2022 i called shark due to my dog eating cat p*** and my vacuum getting the p*** on its wheels I called customer service to see if I can take the wheels off to clean it better and the agent was rude from the get go told me that it voided my warranty but after further look prior to my call no where in the warranty is it listed there that if the vacuum runs over p*** and still works fine dose it state it voids the warranty the agent refused to get me a supervisor and kept me on hold telling me there was no one available and I needed to wait for a call back when I refused he said well Im voiding your warranty regardless which is wrong its not stated anywhere if that is your policy it needs to be written in so we can see it because as of now its not listed

  

  Business Response

  Date: 11/07/2022

  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 ******************************************** Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:11/06/2022

  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 a shark robot vacuum and called customer service to ask where I could send it for repair. The operator had me do a video chat and troubleshoot the vacuum. He said it was the main board and they didnt support it anymore and offered a 30% discount on a new one. What he said made no sense to me because he didnt have me check the battery because it wasnt powering up when I asked him he said I could order one for $69 dollars. I asked for his supervisor he said one was not available but would call me back in 2to 4 hours 24 hours later and still no call. Why would I buy another one when they dont support the one I already purchased why cant I send it to anyone to repair. I guess the make disposable vacuums. And just condemn Them instead of fixing them. Not vary good service vary unfair. Thanks ***

  

  Business Response

  Date: 11/07/2022

  Hello ***,

   

  It was a pleasure speaking with you today.

  You should receive the confirmation shortly as well as the prepaid label for Fedex.

  Should you have any further questions, please feel free to contact our team via phone. We are open from Monday to Friday, 9:00 AM - 5:00 PM ET.
  
  Regards,
  ****
  Customer Service Team
  ********************** LLC
  Ninja Help Center

• Initial Complaint

  Date:11/05/2022

  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 4/24/22, I purchased a Shark Vaccum, model ICZ362H from Amazon. Within a couple months of ownership, a plastic piece used to engage the soft roller brush with the motor snapped during normal use, preventing the soft roller brush from moving, and the vacuum from operating as designed.On 11/2/22, I reached out to Shark support to file a warranty claim for the broken part, only to be denied under the condition that this part is not covered under the warranty, because only the "pod" of the vacuum was covered. I was then asked to pay ~$120 for a new entire floor unit, despite the only piece needing to be replaced being a small piece of plastic.Sharks warranty (https://www.sharkclean.com/warranty/1-year-limited-warranty/) makes no such distinction that only the "pod" is covered under warranty, instead only excluding wear parts. However this piece is clearly not ever intended to be replaced, so it cannot be considered a wear part. As such, there is no justification for the warranty claim to be denied.I request that Shark honor its warranty, and replace the defective part at no charge, whether that be the single plastic piece, or the entire floor unit it is attached to.

  

  Business Response

  Date: 11/07/2022

  ************,

  Was a pleasure speaking with you today. You should receive 2 confirmations for orders, once the items are ready for delivery you should receive email with Tracking numbers. Once you have those numbers the order should arrive within 3-5 business days.

   

  Regards,
  ****
  Customer Service Team
  ********************** LLC
  Ninja Help Center

  Customer Answer

  Date: 11/07/2022

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