Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,050 total complaints in the last 3 years.
- 247 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:10/03/2022
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.
To whom it may concern,I have tried to contact your company numerous occasions, over the last month and have not received a response. I like your oven and your items in general but the basket of my latest grill is horrible. It is in no way not stick and would ask that it be replaced with respect. If I do not hear from you in due course, I shall simply return the entire grill.I do thank you for your time.Regards,*****
Business Response
Date: 10/04/2022
Hello *****,
Thank you for reaching out to us at SharkNinja. We are sorry to hear you are experiencing an issue with a Ninja product. We would love to try and resolve this for you. If you have a phone number we can reach you at between the hours of 9 am - 5 pm EST Monday to Friday.
Please reference your account number **********.
Kind ******************************************** Team
********************** LLC
Ninja Help CenterInitial Complaint
Date:10/03/2022
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 have tried to order a part for my steam mop, they won't send it to my P.O. BX!It is a small water tank CAP!!THEY WANT MY PHYSICAL ADDRESS...THEY DONT NEED...IT SCARES ME!THIS NEEDS TO BE CHANGED!THANK YOU *************************Business Response
Date: 10/04/2022
Hello ******,
Thank you for contacting SharkNinja.
We attempted to reach out with a voicemail being left.
We do apologize you are not able to place order using a PO BX, but ***** who we use for shipping, requires a physical address they don't deliver to PO BX numbers.
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:10/03/2022
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 bought a coffee machine Jan 29 of 2022. It worked great for a bit and then the carafe started leaking. I contacted Ninja but they say it's normal wear and won't replace the carafe. The machine is 8 months old and is used once a day in a household of 2 people, so minimal use. The carafe should not be leaking everywhere. The liquid comes up through the seam AND the actual area it's supposed to, so clearly there's an issue with the seam seal. I just want a new carafe and would even agree to send this one back so you can do a failure analysis of it and see what went wrong with their production.Business Response
Date: 10/04/2022
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.
We would love to resolve this for you. If you can send photo showing the model number and serial number found on back of unit or on the underside.
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:09/30/2022
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 robot vacuum from SharkNinja Operating USA online on September 14, 2021. The vacuum has been defective since first use. I have had numerous voice/email interactions with their technical support and the vacuum is clearly defective. At their request I have downloaded firmware updates, updated their app, and performed each and every action they requested. The vacuum randomly cleans my home, repeats the same area numerous times and cannot build an appropriate map to navigate the premises. In August, 2022, I sent them a complaint letter and they agreed to take the product back and give a refund. I shipped the product to them and no refund has been forthcoming. They keep extending the time period for a refund and have offered no reason why they dont issue a refund check or credit against my credit card.Business Response
Date: 10/03/2022
Dear ******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/********************** and it was a pleasure speaking to you. The check has been processed on September 27th and you will receive it by land mail within the next 4-6 weeks.
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: 10/03/2022
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,******
Business Response
Date: 10/05/2022
Dear ******
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We thank you again for answering our call today. As per our conversation this morning we have reached out to our head quarters to see if we can get the check faster than the 4-6 weeks. We really do understand the frustration in waiting for a check promised back in Aug/19/2022. As we discussed there was a mix up on our end and for that all we can do is apologize. We will be back in touch once we get a response 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 TeamCustomer Answer
Date: 10/05/2022
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,******
Initial Complaint
Date:09/29/2022
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, Once again,I am reaching out to you in regards of case #********. I bought a rob vacuum and mop, from the Ninjashark website, and they could not help me with the troubleshooting do to a faulty product. It was such a hassle till I file a complaint via BBB. They reach out to me and did exchange the product but unfortunately it had the same faulty problem as the one I returned back. As soon as I got it, opened the product and it was as the one before, I called costumer service and explained the situation to them and ask to have the supervisor call me as I just wanted to return the product and get a refund this time since I no longer wanted to deal with this anymore. The supervisor was not there so they left a note for him ask him to call me back at 4:30 ***** time. He did call me but unfortunately I was not able to answer the phone since I was working at 3:30 when he did call. I get out at 4pm and that is why I requested a call at 4:30pm, he left a message and said he will call me back the next day, but he did not. I call them back 3 days later and ask the same, the transfer the call and it dropped, I call back again and told me that he was not able to take the call till later during the day and he will return my call. I waited around, And its been almost a week and he has not call me yet. I feel that they have no regards for my time and effort that I have spend dealing with this situation, I have waisted to much energy on this and I am just very tired and disappointed with this company. Please help me with this situation, as I found out that the only way they act promptly is when you take part in to this matters.Kind Regards.************************************Business Response
Date: 09/30/2022
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 call you today to discuss the issue with the Robot. We do understand on how frustrating it can be buying something new and not being able to use it. We will be calling you 9AM your local time to discuss this matter.
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:09/29/2022
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 have mental anguish because of this product this product in this company is so trash they have no customer service they don't even have American screws all it is parted because of their screws in their vacuum they don't have regular screws I call customer service they don'tBusiness Response
Date: 09/29/2022
Hello *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. We will have a call back set up for tomorrow Friday Sept. 30th at around 9 AM EST. So we can see what we can do to help 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:09/28/2022
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 Shark Wand Hand Vac for ****** usd from uline.com and it broke 5 days later i have been tryin g to return the item online via phone and email to the Shark website. My product is registered and covered by the 90 day money back guarantee, but i have been getting no reply or any source of reconcilliation. I would like the money back like promised and for them to take this faulty product back.Business Response
Date: 09/28/2022
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 and got no voicemail setup. If you could please reply back to us with a preferred contact time, we will be more than happy to do so.
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 TeamInitial Complaint
Date:09/28/2022
Type: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.
The issues here have been going on for a year now. Shark has replaced the unit several times and each time there is an issue with it. The latest one, which was received about 3 or 4 weeks ago, will not connect to wifi and it has a terrible squeak as it runs manually. I have made several calls and never gotten a return call over the past several weeks. I simply don't have time for it, plus it hasn't provided the necessary help to my disabled wife, who has to physically sweep the floors and suffers a lot of pain afterward. As I said, they have replaced it twice with a later version supposedly correcting the issues - and were told when they sent the newest version that it had issues connecting to wifi. It is always a hassle dealing with their customer service people, trying to troubleshoot the issues, without listening that we have tried the troubleshooting methods before, including this time, and demand that we go through them again and again, without success.Business Response
Date: 09/28/2022
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************. It was a pleasure speaking to you today and we have sent the prepaid label to your email address for ***** for the return of your Shark Robot. Once the label is scanned in at *****, we will release the hold on your new RV2502AE which you will receive in 3-5 business days.
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 TeamCustomer Answer
Date: 09/30/2022
[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:09/27/2022
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 Vacuim 4/27/21 from qvc. This vacuum has given me nothing but issues. It doesnt **** up & I cant use it. Its basically new. I have called shark before on this. I paid over $200 for a shark that hadnt lasted barely 1 year. I called customer service on 9/27/22 for on phone over 45 minutes, did a video & asked to speak to a **************** refused. I want to speak to a **************** manager. She told me I need a motor piece & need to pay $20 shipping. I want a **************** rep to contact me.Business Response
Date: 09/28/2022
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We attempt to reach you and left you a voice message. If you could please reply back when it is good to reach out to you and we will be more than happy to do so.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST. with your customer number *******
Best regards,
******* on behalf of
SharkNinja Escalations TeamInitial Complaint
Date:09/26/2022
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 9/06/22 I saw Shark /vacuum Stratos on tv at sale price of $299.00 which included a FREE steam mop, a value of $50. & under furniture wand. & I added 2 deodorant cubes @ $14.00., On line order of $314. on my credit card.. The vacuum has arrived but NOT the steam mop. When I called Shark Co they said I did not ask for mop & must return vac to get it. I DID ASK FOR THE FREE MOP ONLINE. ****************** make mistakes, but Shark must send me free steam mop as ad says. I am 88 years old, ill & cannot pack up & return vac. I do not need this aggravation at my age.. I charge them with FALSE ADVERTISING IF THEY DO NOT SEND ME THE FREE MOP.. Order #**********Business Response
Date: 09/27/2022
Dear *******
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We understand the frustration in receiving a new purchase and not receiving every thing you thought was included. We will be calling you today at 9AM local time to discuss this matter and get it resolved to your satisfaction.
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,
Randy on behalf of
Shark/Ninja Escalations Team
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