Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,055 total complaints in the last 3 years.
- 252 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/25/2022
Type: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 Aug 20 I purchased a replacement 72oz pitcher for my blender. The company immediately charged for card although my item was backordered with no estimated arrival date. **************** promised 50% off the $78 price for my inconvenience. This promise was never granted. Furthermore when order arrived on October 14th Ninja sent me the the wrong item. *************************************************************************** 3 to 5 business days before I have to send back the incorrect one. But now insists I send back the wrong one first. **************** is inconsistent,makes false promises and is oblivious to providing solutions. I am not able to speak to supervisors. I am a senior with limited income and $78 is a lot of money. Please assist in helping me resolve this.
Business Response
Date: 10/27/2022
Dear *****
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We are going to be reaching out to you this morning by phone to discuss the 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 TeamInitial Complaint
Date:10/25/2022
Type: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 Shark FlexStyle Air **************** System from their website on 10/07/22 for $242.43. My original order number is #********. The product was delivered on 10/12/2022. After 10 days owning the product and my second use, the superior attachment lock button fell, as part of a manufacturing issue. On 10/24/2022 I contacted Shark through the phone ************* and showed them through my camera the issue and since they offer a 2 year warranty they offered to replace the product. They also said as soon as they saw I sent the product with manufacturing issue they would send a replacement. Today, on 10/25/2022 I started a chat on their website to check the status of my new product since I bought it for a trip in early November. They let me know that the product is out of stock and I would not receive it until 11/16/2022. The new order number is #********. They lied to me and I feel deceived for receiving a malfunctioning product and being lied to.Business Response
Date: 10/26/2022
Dear ******
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We are going to reach out to you today, at 9AM your local time, to discuss this situation.
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 TeamInitial Complaint
Date:10/24/2022
Type: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.
HERE WE GO AGAIN MY PROBLEM IS THAT ONCE AGAIN THIS VACCUM HAS STOP WORKING AND IM BEING TOLD THAT I OWE A BALANCE AND I HAVE TO CALL COLLECTIONS TO TAKE CARE OF THE PROBLEM, I OWE SHARK NOTHING AND THIS IS A INTERNAL PROBLEM THAT NEEDS ADJUSTMENTS. I SPOKE TO ******* WHO SAID I CANT RECEIVE A NEW HANDLE BECAUSE I DON'T OWE A BALANCE BUT TO CLEAR UP THE MATTER I MUST CALL COLLECTIONS AND THEN WAIT SEVEN TO TEN BUSINESS DAYS TO RECEIVE A WORKING PART FOR MY VACCUM AND I OWE SHARK N.O.T.H.I.N.G....... THIS IS A BIG PROBLEM FOR ME THIS VACCUM BREAKS DOWN AMOST EVERY TWO WEEKS I WAS JUST MAILED A REPLACEMENT VACCUM LESS THEN TWO MONTHS AGO AND AGAIN FAILURE WITH A SHARK PRODUCT. I WAS GIVEN THE NUMBER TO COLLECTIONS AS ************** BUT I DIDN'T CALL THIS TIME BECAUSE THE LAST THREE TIMES THAT I DID IT SHOULD HAVE BEEN CORRECTED. IM ****** AND TIRED OF THE ***** OF UNPROFESSIONAL AND ITS FUNNY THAT WHEN YOUR AT YOUR BREAKING POINT AND ASK FOR A SUPERVISOR ONE IS N.E.V.E.R. AVAILABLE E.V.E.R.Business Response
Date: 10/25/2022
Hello *******,
It was a pleasure speaking to you today. We do hope the part we have sent up in an order will fix the issue at hand for you. You should receive a couple of emails. First will be confirmation, second will have a tracking number once the order has left the warehouse. Once you have the tracking number your order should arrive in 3-5 business days.
Regards,
****
Customer Service Team
********************** LLC
Ninja Help CenterInitial Complaint
Date:10/24/2022
Type: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 filed a complaint a couple weeks ago, they messaged saying they were going to take care of this issue immediately, they emailed me saying they would call but if email correspondence was better to email them which I did and then as usual, I never heard anything back and then today I receive a message that it was closed. I am not ok with this so I will continue to file complaints until they send the new product and answer my question assuring me that there will not be fiberglass blowing around in this unit like the original $400 system that was turned on twice and just has sat there since. I want a replacement if they can guarantee that there will be no fiberglass that blows on my children's food or a refund. Ninja has marked down (******* and *******)Business Response
Date: 10/25/2022
Dear ******
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We have sent another email this morning to you, we are going to handle your case by email. We are waiting on your response so we can get a new Ninja Oven out to you, we just needed some answers to some questions we have sent this morning.
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 TeamInitial Complaint
Date:10/24/2022
Type: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 shark vac mop model no VM252 in Dec 2021 so product is under warranty and its motor failed. Vacuum doesnt start or doesnt charge. I called the customer service and they diagnosed the motor failure problem by sending me the link to video chat and I finished whatever they wanted me to check during that live video chat. I also sent them my purchase receipt and they promised me to send the new vacuum because it is under warranty but at last, they told me that I have to pay $26 and send them my old unit back which was inappropriate. I decline to pay and they didnt send me anything. Why would I spend any money for their product failure? I need new replacement unit or my money back. I bought it for $100.Business Response
Date: 10/24/2022
Hello *******,
We have sent an email to you. Please verify your complete shipping address. We would like to get the old uit back and send you a new unit at no cost to you.
Regards,
****
Customer Service Team
********************** LLC
Ninja Help CenterInitial Complaint
Date:10/21/2022
Type: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 large purchase from the company ( order # ********-00) on October 5,2022. I have sent numerous emails asking when I could expect the product to ship and have not received any communication from the company.Business Response
Date: 10/26/2022
Hello ****,
It was a pleasure speaking to you today. We hope you get your tracking number very soon as you can see when to expect your order.
Regards,
****
Customer Service Team
********************** LLC
Ninja Help CenterInitial Complaint
Date:10/19/2022
Type: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 new ninja blender, I used the personal size cup / blender blade for the first time. The blender blade lid was cracked. I called shark ninja and they sent a new replacement out which arrived 2 weeks later. Upon receiving the new lid, it did not fit on the cup - I noticed the cup was warped and not a circle shape. Hence, the likely cause for the first blender lid to crack. The new blender lid was stuck on this warped, defective cup - it required me to pry it off given I had contents of a smoothie inside. I called shark ninja to explain the first lid was likely cracked from the defective cup, and that I needed a replace cup, blender blade and cup lid given it came with a manufacturer defect. Ive yet to even use this product!!! They refused. Saying their warranty only covers the blender itself and not the parts. They offered me to buy the products needed and would be so courteous as to give me 50% off shipping for their lemon on a product.Business Response
Date: 10/19/2022
Dear *******,
We are sorry to hear you had an issue with your Ninja Professional Plus Kitchen System. We would have happily replaced the unit, we are sorry we didn't have everything in stock to sent the parts. But it is noted if you change wanting to return to place of purchase.
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 EscalationsInitial Complaint
Date:10/19/2022
Type: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.
While blending my smoothie, my blender started shaking and smoke and pieces of black plastic started coming out of my blended and I immediately turn it off and disconnect it from my electricity. I was concert it would explode on my house. I am afraid to try and continue with my regular routine and use it because I am not sure what happened with it.Business Response
Date: 10/19/2022
Dear *******
We are sorry to hear you are dissatisfied with your experience with your Ninja product, we take this very seriously here at Shark/Ninja.
We will be reaching out to you today by phone to discuss this experience. 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 TeamInitial Complaint
Date:10/16/2022
Type: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.
Hi, I purchased Ninja Intellisense from ****** and the food jar broke again during kneading dough. This is the 4th time the food jar has broken and the gears have given up. This has happened while machine was in operation. As the machine automatically doesn't stop, it can potentially cause harm to the adults working in the kitchen and also other family members are at risk especially babies.(I have a 18 month old kid) I am surprised and very disappointed in the quality of the jars as the screws and gears can't take the load of normal dough for like 50 gms of flour. I request Ninja to replace the unit for a better quality one or refund my money as this is not just a quality issues, but customers are at risk with jar no stopping even after the gears are broken.Business Response
Date: 10/17/2022
Hello Ankit,
Thank you for contacting SharkNinja. We are sorry to hear you are dealing with an issue with your Ninja.
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 CenterInitial Complaint
Date:10/13/2022
Type: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.
So after days of calls and messages with Shark Home for a vacuum that isnt even a year old . Making horrible noise by brush roll and lost suction . Saying they want to help . But each time I call they say sorry that part isnt under warranty and you have to pay for part yourself which is more than what I paid for vacuum. I am beyond frustrated and feel shark has the worst customer service and warranty and could care less about keeping customers. this junk not even year old and told too bad . Purchased November 11,2021 where is customer care, poor quality and warranty. Made three calls . Told to call back they want to help . But when you call they say nope.Business Response
Date: 10/14/2022
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 a busy signal then we tried the number from BBB complaint *********** which it has two many numbers. If you could please reply back to us with the correct number, we will be more than happy to reach back.
Kind Regards,
*******
Shark/Ninja Escalation'sCustomer 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 ********************************* stated they were sending replacement part yet I got some hand held vacuum. Not the part that was supposed to be sent . This case isn't closed. As they sent something that isn't even what I have
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 you had been speaking with one of our colleges ******* and she has sent out a new part that should resolve the issue that you are having with your vacuum, again we apologize for the experience. Based on the ***** tracking number 613730496738 it is due to be delivered today. If this does not resolve your issue please let us know ASAP. You do not need to return the extra parts you will have you may dispose of those in an environmentally safe manner. We have tried calling the number you supplied in the images, ************, you have sent us but it will not ring through.
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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