Complaints

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

close

Find a Location

SharkNinja has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  5521 Schaefer Avenue Chino, CA 91710

• 

  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:10/12/2022

  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 bought a ninja 10 in 1 oven and the first time I heated it up to do the prep the manual says to do, it blew fiberglass out on rack. I tried it a second time with some food in it and it again had little pieces of fiberglass on my kid's food. We did not use it again and I notified Ninja immediately. They did have some return my call and apologize and said they could either refund me or send me a new any item I wanted. I said I really wanted the air fryer oven that I had bought but I wanted to make sure that fiberglass blowing on food was not a normal issue as this is not healthy and I didn't want my kids eating it. She told me they don't even have fiberglass in them so this had to have been a fluke. She said think about it and let them know....I called back and told them to go ahead and send me a new one and I would see if I had the same issue. I have never received it and just keep playing phone tag with them now. Every time I call them back they said that there is no one available in the their claims **** and they will have someone call me back which is always when I am in a meeting. I called this morning and was told the same, no one avail. I am tired of spending time on this and either want this unit replaced or my $400 dollars back. My reference number with them is #0-006-209-9154. Thank you

  

  Business Response

  Date: 10/13/2022

  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 history on this issue you have been dealing with since Feb/2022, all we can do is apologize for this taking too long to resolve.  We are going to get this issue resolved for you once and for all.  We are going to try calling you at 9AM local time on number ************ to discuss this matter, we will leave a message if need be.  If we are not able to resolve by phone we may have to communicate through email, we will see if we make contact.
  
  
  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:10/12/2022

  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 or about June 2021, I bought the Ninja Foodi Cooker Model #OP402QW for ******. It has been an exceptional asset to my cooking needs with how fast it can cook items vs the oven. I became loyal to the brand and have looked into the outside grill, as well as the vacuum. But as of 3 days ago, when putting potatoes in, I received a message stating ERROR8. I quickly googled this for a fix and NUMEROUS consumers told me that it was faulty equipment within the machine and couldnt be fixed. Surely, Shark would not let this go with the onus being on them. We called last night , taping the conversation. The tech support from another country put us on video to verify the Error8. He said we were outside the warranty. Too bad so sad. I told him that the Ninja was faulty. People had discovered this. He agreed and said a new one was made to replace the one I have. I compared it to my Pathfinder with a recall. The hood is faulty. So would ****** expect consumers to take care of their mistake??? NO! We bring it to a dealer and its fixed or replaced on ******s dime. This is NOT a disposable product and should last more than a year and a half. Im angry at how this was handled. My faith has been lost in this brand and looking at the complaints, it looks like Im not the one one. I will take this to social media and show the concern Shark has for making a 250 dollar product that worked for 1.5 years. I am thoroughly appalled at whet the tech said (its on tape) Yes we knew it was faulty so we changed to new model. Yours is old. How about taking care of the customers that have the faulty model!!!! I will wait to see how shark handles this before I decide if I write them off for good and recommend to NO ONE, rather let it be a cautionary tale. Im upset and was treated like I didnt matter. I hope you resolve this as soon as possible. Otherwise, it will go into the grave yard with other c*** companies. Sad. I thought there was quality. Apparently not.

  

  Business Response

  Date: 10/12/2022

  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 a new FD402 to come out to you when you box up your OP402QW and drop it off to FedEx.  Please keep an eye on your email for the tracking number 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

• Initial Complaint

  Date:10/10/2022

  Type:Order 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 called shark 100 times trying to get a vacuum replaced I order a month ago that went out. They sent me a replacement part and the vacuum still doesnt work. They refuse to send me a replacement vacuum even though it under warranty. Please process a replacement of the vacuum. They ask me to cut the cord on the old unit and I explained I do not feel comfortable doing that and they still insist I do so. Horrible company. I will be contacting the ***

  

  Business Response

  Date: 10/11/2022

  Hello Nasaa,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************

   

  We are truly sorry to hear your vacuum is not working.
  
  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:10/10/2022

  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 this vaccum cleaner approximately 8 months ago I'm guessing at this date so anyway to make a long story short the vaccum was a lemon and Shark replaced the vaccum and I received my new vaccum I'm going to guess around June 2022 after I got out of the hospital I used my vaccum for the first time two weeks later it was working so I called the company and they sent a replacement piece a d it has gone up again and I was told I have to pay again this is a new vaccum they sent the wrong piece and I was told to discard it now once again I'm stuck with a vaccum that won't vaccum

  

  Business Response

  Date: 10/11/2022

  Hello *******,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left at **************.

   

  We are truly sorry to hear your vacuum is working for you.
  
  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

  Customer Answer

  Date: 10/11/2022

  [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:10/09/2022

  Type:Customer Service 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 Sharkninja vacuum with a *** lifetime warranty. It quit working and since I had not received any kind of warranty document (just the invoice showing that I have the *** lifetime warranty) I took it to **************** in ******** ** to have them look at it. They told me the motor was bad and it was not worth fixing, so I called Sharkninja and when I told them I had taken it to a local shop they said that voided the warranty, and they are refusing to repair or replace it.I just want them to honor their warranty.

  

  Business Response

  Date: 10/11/2022

  Hello ********,

  It was a pleasure speaking to you today.

   An order has been set up for you to receive a new unit IF282, in 3-5 business days after the scan of the old unit at your local ****** You should receive a prepaid label by land mail in **** business days, the label is good till October 31st.

    If you have any further questions, please don't hesitate to reach out via phone to ************** Monday - Friday, 9am EST to 5pm EST.

  
   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

  Customer Answer

  Date: 11/30/2022

  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. 

  See attached 

   

   

  

  Business Response

  Date: 11/30/2022

  Hello ********,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out today.
  
  If you have any concerns or questions you can reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
  
  Please reference your account number *******.
  
  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

  Customer Answer

  Date: 12/07/2022

  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. 

  Still waiting on label. For 2 months they keep saying the sent and they never did.

   

  

  Business Response

  Date: 12/07/2022

  Dear ********,
   
  Thank you for your recent email.
   
  We are sorry for the inconvenience with the return label. We just issued a new prepaid label and you will receive it in the mail in the next 10 business days. We apologize for any inconvenience this might have caused.
   
  Should you have any further questions, please feel free to contact our team via phone, email, chat or social media. We are open from Monday to Friday, 9:00 AM - 9:00 PM ET, as well as Saturday from 9:00 AM to 6:00 PM ET.

  Kind Regards,
   
  ****

  Customer Answer

  Date: 01/04/2023

  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. 

  Still NO ***** retrun lable received to send back broken vacuum. 

  171 Hill ****************************************** style="font-family: verdana; font-size: 13px;"> 

  

  Business Response

  Date: 01/04/2023

  Hello ********,

  It was a pleasure speaking to you today. Please enjoy your new unit and no worries we don't need the old unit back anymore. 

   Kind Regards,
  
   ****
  
  on behalf of SharkNinja Escalations

   

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:10/08/2022

  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.

  I placed an order for the new FlexStyle for $239.05. After the order had not been changed for a week, I reached out to ask why? I was told the item was not in stock and would be at least 45 days for an update. The site never indicated that the item was out of stock or on back order. I asked for a refund and to have all my information removed from their system. I was told that it is not possible.Anyone purchasing should have been told the item was not in stock. Whether it was a day later or ar the time.

  

  Business Response

  Date: 10/10/2022

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

  
  We thank you for taking our call today.  We have confirmed the order to be cancelled, and appreciate your understanding delays can happen due to stock.  We have sent this information off to our Head Quarters, that there should be some kind of way the system can notify consumers if an order is going to be delayed.  We have also removed your email and mailing information from our system.  Please keep in mind you still may receive an email or two just waiting on the system to update.  We have also noted the discount we offered you, if you do decided to purchase from us in the future.
  
  
  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:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shark vacuum and its been a dud.Very cheaply made but we treat our stuff very good and its only use weekly but when calling in because the main hose that connects to the handle and then the small little hose that connects to the bottom brush head have cracked and pulled apart. Now we call and customer service says hoses are not part of the warranty even though in the warranty documents it does not list hoses as wear parts and a hose should not be considered such then the customer service agent comes back saying well we can give you a deal today with shipping it would be this much $$ it was $3 off of a new hose if we just buy it. Very poor service. I tell her no where does it say hoses are a wear item and including a warranty it should be replaced she then tells me using the vacuum every week is considered heavy use. Now how is using a vacuum once a week heavy use that makes no sense. I just want the hoses replaced under warranty so please honor this. Its a Shark Navigator Lift-Away Vacuum - NV351C I purchased this vacumm in 2020 so its well still under warranty.

  

  Business Response

  Date: 10/10/2022

  Dear Mr. ********************* are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just made an attempt to speak with you by phone at ************ and there was no answer, we did leave a voice message.  We have also sent an email to contact us back so we can get this issue resolved for you.  We have also noted your account that the items you are needing to have replaced will be sent at no cost.
  
  

  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:10/06/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shark robot vacuum in January 2022 and I have had nothing but issues I have had 3 different vacuums all with the same issues. They are not following commands of the app and they stop sucking things up. I have called multiple times to resolve but no one has been able to resolve this issue. No one wants to help resolve the issues that the app have and that these robots have.

  

  Business Response

  Date: 10/07/2022

  Hello *****,

  It was a pleasure speaking to you today. We hope you will enjoy your new robot, RV2610WA. Once the prepaid label is scanned at ***** you will recive the new unit in 3-5 business days.

  
  If you have any questions please reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
  
  Please reference your account number **********.
  
  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

   

  Customer Answer

  Date: 10/07/2022

  [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:10/06/2022

  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 been trying for 4 hours to get my shark robot 700 or whatever it is to work since I have a new wifi. 4 hours. It will not connect I've done the trouble shooting and every thing. I can't even use it with out it connected to wifi????? This is horrible. I have had this for 1 and a half years.. I paid almost 300 for it. This is insane. I want to know how you think it's fine to sell something for it not to work if the wifi is down. I want an replacement that is going to work.

  

  Business Response

  Date: 10/06/2022

  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 regarding your Shark Robot and got message that your voice mailbox is full. Could you please provide a time that would be convenient for us to reach you in order to get this matter rectified.
  
  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  SharkNinja Escalations Team

• Initial Complaint

  Date:10/03/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Shark Stratos full size corded upright in July for $324.00. Within 10 days I requested a return address label be mailed to my home address. I DO NOT HAVE A PRINTER. I repeated this eah time several times to every customer service person After much time, energy and 23 calls later customer service agreed to bend the rules and send the return label via USPO. No label has been forthcoming. I've received several e-labels. No matter how many times I call, regardless of how many times I repeat I don't have a printer no USPO label arrives. I am nearing the close of a return window. I am at my **** end. I bought a Sharp corded stick vac in August which I don't want to return. In desperation I forwarded the return labels to a friend to print out. They couldn't be downloaded...a message stated "corrupted." I need help! I've never dealt with such poor service, disregard for attention to detail and all around such incompetent employees.

  

  Business Response

  Date: 10/04/2022

  Hello *******,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out to the following numbers, but unable to connect. ************** & **************
  
  Could you please provide a time that would be convenient for us to reach you in order to help you with this situation.
  
  We have requested a prepaid return label be sent to you by landmail, it does take approximately **** business days to deliver.
  
  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

  Customer Answer

  Date: 10/05/2022

  [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,
  
  *************************;  

  ************ is operative. It was disconnected about 2 and half years ago. ************ Is my current and only phone number.