Business Profile

Wholesale Small Appliances

SharkNinja

Headquarters

Complaints

This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,058 total complaints in the last 3 years.
254 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/04/2022
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 foodi 3-in-1 power blender and food processor from Bed, ************* in April. I just put it in the dishwasher for the first time last night as opposed to my usual hand-washing. When I took it out of the dishwasher, I noticed a crack in it. On the instructions, it says to put it in the dishwasher or hand-wash it. I contacted the company right away and gave them all of my details regarding the incident. The associate let me know that I would be needing a new pitcher, and then he sent me a link to order a new one for $68.95 plus shipping and tax. I asked him what else could be done, since I followed the instruction manual and this is not something I did wrong on my end. He came back saying he would take 50% off and it would cost $34.97 plus tax. This is something that is faulty with the product, and I should not have to pay to replace it. If this product has difficulties in the dishwasher it should specify that in the manual. I would have never put it in the dishwasher if I wouldve known it would cause it to crack. It was totally fine with 3x per week usage and hand-washing since April, the only thing that changed was putting it in the dishwasher.
Business Response
Date: 11/07/2022
Hello *******,

Thank you for the photos. We have placed an order for you to receive a new pitcher. You should receive several emails shortly. First will be confirmation of the order. The second will have a tracking number when the order has been released for delivery. Once you have the tracking number the order should arrive in 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,

*************************
Initial Complaint
Date:11/04/2022
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 bought a vacuum on July 9th and it broke less than 4 months later it stopped working. I tried calling the 5 different numbers that were given on the internet to have them replace the vacuum that is under warranty. I just need a way to contact them, as this vacuum is under warranty. Its like they make it hard so you cant get them to follow through with their warranty. Upon researching on Reddit I am not the only person who is having this issue.
Business Response
Date: 11/04/2022
Dear ******,
It was a pleasure speaking with you today. We have setup the order for a new motor base to come out to you which you will receive in 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 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: 11/04/2022
[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:11/02/2022
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 made a pre-order purchase on 09/09/22 and provided my credit information at this time. I received an email on 09/20/22 advising me to keep an eye out for my tracking number. my credit card was successfully charged that day. The product was shipped on 09/21/22. On 10/27/22 I was charged again for the same amounts when I only placed one order. When I emailed Shark they claimed both charges (sep / oct) were unsuccessful despite them being posted to my CC. I have called and been told I need to provide my financial statements. Then I have been told I have been issued a refund but then am told it needs to be escalated to a supervisor for a resolution. I have to jump through hoops and no one will accept that they have messed up or provide me with a refund or have a supervisor call me back. My friend also ordered the same product and was charged twice as well. Clearly there is an issue on their part but they are making it a hurdle to actually obtain a refund. I have had to cancel my credit card as I was told they attempted to charge my card 3 times and I do not want to have to repeatedly call to try and get the money refunded.
Business Response
Date: 11/03/2022
Dear ********,

We are so sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We want to thank you for speaking with us today. As per our conversation a refund has been applied, to the card used, for the double payment on Nov/2/2022. As we discussed we will be in contact no later than Nov/9/2022 to confirm you got the credit that you was supposed to get.

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:11/02/2022
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 placed an online order, # 13216349-00 on September 21. Shark charged to my **** ***** on Sept 22. **** confirms this amount was paid to shark and provided ACQUIRIER REFERENCE NUMBER (ARN) *********************** and authorization code *****i for this purchase, confirming shark was paid. I provided this info and screen shots of my **** to Shark and yet they are insisting I did not pay and are threatening to send me to collections. I have sent them multiple attempts to resolve this via their email notice, instagram help, and their call centre. They come back and say I have not paid. This company is running a scam trying to scare people into multiple payments and indeed Shark confirmed they continued to try to charge my card after this initial payment was processed though my card has now changed and those duplicate, fraudulent attempts to charge me did not process. Their own online portal also shows me owing a $0 balance. Prior to sending me to collections they indicated they tried to resolve this yet I received no communication until this past Sunday saying I was being sent to collections.
Business Response
Date: 11/03/2022
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 issue you are advising us and we are working with our head quarters to get this resolved. We want to put your mind at ease this is only an internal collections event and doesn't go outside our system. We feel comfortable this will be resolved shortly for you. We have just left a voice message on your contact number. We will contact you again once we hear back from our head quarters.

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:11/01/2022
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 is a concern for the website at shark clean.com. I purchased a shark robot within the last 2 weeks from this site. I received the product and was charged on my Discover. I have not issues with the product- so far- everything is good. However, I found it odd when it was time to checkout. It declined both my Discover and **** Debit card which I know was not accurate. It basically made me use PayPal using my discover card- and then accepted it. I had not used PayPal in many years. Today, I get 3 charges- in large amounts from a company I do not know..and products I did not order. One charge was on my **** debit and 2 on my Discover...for over $2000 in charges I did not make. I need them to check their website so this does not happen to others.
Business Response
Date: 11/02/2022
Hello ******,

We are sorry to hear there is several charges showing on your cards. If they say SharkNinja on your statement please forward a photo to ************************************ with your account number ******* in the subject line so we can get this investigated. If they are companies you are not sure of we would suggest to contact your card companies so they can investigate this for you.

Regards,
****
Customer Service Team
********************** LLC
Ninja ***********
Initial Complaint
Date:10/31/2022
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 was gifted the Ninja fo
Business Response
Date: 11/01/2022
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.

Kind Regards,

*******
Shark/Ninja Escalation's
Customer Answer
Date: 11/01/2022
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 called Ninja 6 days in a row, each time I am on hold for at least 45 minutes, I am connected to a non English speaking representative ,put on hold time after time, the only resolution is for me to pay for shipping . I paid for the original appliance in good faith expecting it to last longer than 9 months. All metal parts have rusted. I sent pictures to Ninja as requested. This is a health hazard and I have offered to sent the unit back.

Business Response
Date: 11/01/2022
Dear ***,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. If you would like to reply back to the email we sent you at ********************************** we will be more than happy to assist you further.

Best regards,

******* on behalf of
SharkNinja Escalations Team
Customer Answer
Date: 11/02/2022
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.

Good morning thank you for allowing me the opportunity to express my disappointment .

The response from Ninja informs me that they sent an email to me. I have not received an E-mail.
Business Response
Date: 11/02/2022
Dear ***,
It was a pleasure speaking to you today. We have setup the order for your BL770 to come back to us and when we receive notification of it being scanned in at ***** you then will receive confirmation to your email regarding the the tracking number for the arrival of your new BN801.
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: 11/02/2022
[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:10/29/2022
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.
On June 16, 2022, I ordered from Shark/Ninja a 64oz Bowl Kit (StepJar) -Mega KS-BL773CO, at a cost of $64.95 plus shipping and tax, for a total of $84.50. I only used it a few times, then it abruptly stopped working on October 27, 2022, while I was in the middle of blending ingredients for a pie crust. The power light on the motor unit was blinking but I couldnt get the unit to restart. I tried using both the blender unit and the Nutri Ninja - both worked, so its nothing to do with the motor unit, its the jar itself, or the lid, that has ceased functioning. I emailed the company, describing the above issue, and attaching the original order #********-00, below.They responded by giving me a link to a live chat and a phone number, saying they would need to take me through a few troubleshooting steps. I attempted the live chat but received no response. Then I then phoned and the person I spoke to did not take me through any troubleshooting steps. He just told me was that the company policy is that because the main unit, which is working, is out of warranty, they would not replace or refund any defective replacement parts that they have accepted payment for.I need to make clear that the main unit came with a food processor jar, a blender jar and a set of NutriNinja jars. Both the blender and the NutriNinjas work with the main unit. The original food processor that came with the main unit ceased working in June so I ordered and paid for another which failed after just a few uses. It seems that whatever connection between the main unit and the jar has ceased to function.I paid for that jar, it is clearly defective.
Business Response
Date: 10/31/2022
Dear Florentia

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

We also apologize for the issue you are having with the replacement 64 oz bowl we sent you back in June 2022. We will be reaching out to you today at 9AM your local time to discuss this unfortunate situation. Not to worry, together we will get 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

Customer Answer
Date: 10/31/2022
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,
Florentia
Initial Complaint
Date:10/28/2022
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 Shark Stratos Vacuum on 10/9/22. It was delivered on 10/13/22. I am disappointed with the product and am attempting to return it. The **************** phone number only handles order status, offers, product support, and warranty registration. I have selected each option and spoke to a representative that transfers me back to the menu. It is extremely difficult to return this product. I have tried *****************-646-5288, & ************. None of these numbers provide assistance in returning the product.
Business Response
Date: 10/31/2022
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 just to speak with a customer service agent to help return your Shark for refund. We are going to reach out to you today at 9AM local time to discuss you wanting to return the vacuum for refund. We look forward to speaking with you to resolve this issue.

Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.

Best regards,

***** on behalf of
Shark/Ninja Escalations Team
Initial Complaint
Date:10/27/2022
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 called to make a purchase and had to call back 3 or 4 times because they just keep giving me the run around. I then asked to speak to a supervisor and was flat out refused. They gave me another number to call saying I needed to speak to customer service then I call customer service and theres no option to speak to somebody so she tells me to go to target. The worst customer service Ive ever seen a company have. I could not reach a human being so after a half hour of being given the run around I gave up. Extremely unprofessional
Business Response
Date: 10/28/2022
Hello ****,

Thank you for contacting SharkNinja.

We attempted to reach out with a voicemail being left.

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 ***********
Customer Answer
Date: 10/28/2022
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.
I tried to return there call but there is no option for customer service and its impossible to reach a human being. Please advise.
Business Response
Date: 10/31/2022
Dear ****

We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We see we had a previous complaint from you and one of our colleges **** has been trying to get in contact with you. We just tried calling the number ************ and we left a voice message. At this point we suggest if possible to respond to the email our college has sent you with the issue you are experiencing so we can better assist 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: 11/01/2022
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.
The phone number you have here for me is wrong. My number is ************. Please call when u can. Thanks. ********************;
FAQ

Regards,
****

Business Response
Date: 11/02/2022
Hello ****,

Thank you for contacting SharkNinja.

We attempted to reach out with a voicemail being left at *************. I apologize I don't have an extension or direct number, but depending on what you might be trying to order one of my colleagues may be able to help.

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:10/26/2022
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.
Ninja BN701 less than a yr old the bowl/cup cracked at the bottom and cs rep **** with Ninja claims that is not warranty related and they I should just buy a new part while the unit is under warranty. Ninja should be a shame of trying to do that when the unit is still under warranty. A new 72oz bowl should be sent asap
Business Response
Date: 10/26/2022
Dear *******

We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We will be reaching out to you today, by phone to discuss this situation with you. We look forward to speaking with you.

Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.

Best regards,

***** on behalf of
Shark/Ninja Escalations Team

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