Complaints
This profile includes complaints for SharkNinja's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,051 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: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.
Dear friends, sorry to bother you, but I need your assistance badly. In May 2022 I bought Shark vacuum cleaner at my local BestBuy store. Unfortunately, this device worked properly only for a month and a half. Then it started to sound like F-16 while taking off. Suction function was terminated. Now instead of vacuum cleaner we have the gadget consuming electricity with no outcome. ******* refused to solve this problem: they are responsible for sold items only for 15 days. When this period is over, the customer must contact the manufacturer or official distributor.Thats exactly what I did about a month ago. I called Shark **************** @ several numbers ******************-798-7398, 877-646-5288). After several days of discussions and negotiations, I managed to file my Complaint. On 9/2/22 they assigned the Case #: **********. The managers from the **************** promised to call me back and try to provide technical assistance. I gave them the specific days when I work from home. Well, to make the long story short. They DID NOT call me the days when I was available. Instead, they preferred to call me when I am NOT HOME leaving the promising messages. It happened several times for two weeks! Then they stopped calling at all. Such **************** does not look very user-friendly. Its more like teasing the clients and making fun of them.Dear friends, please be so kind and help me to resolve this problem. I need to receive the official reply from manufacturer/distributor to be able to proceed with this case to Court. Thank you in advance for your assistance
Business Response
Date: 09/26/2022
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 Regards,
****
Customer Service Team
SharkNinja Operating LLC
Ninja Help CenterInitial Complaint
Date:09/24/2022
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.
Shark sent me a vacuum , and let me tell you this vacuum is horrible. Im a strong guy but i cant push this thing more than 3 minutes . Its soo heavy to drag back and forth. On multiple occassions ive had a sore arm. And on one occassion i went to the doctor for pain killers for my shoulder. This vacuum is horrible its very heavy to push, my wife or mom dont even touch it . Please take this back and send me a better vacuum.Business Response
Date: 09/26/2022
Hello Soban,
It was a pleasure speaking with you today. We hope the LA502 will be easier for you to use. It is 5 lbs lighter, it also has adjustable suction on the handle assembly which can help with maneuverability. We have sent a prepaid label for ***** via email. Please securely parcel the AZ200, once scanned new unit will be 3-5 business days.
If you have any 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 CenterInitial Complaint
Date:09/24/2022
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.
Date of transaction 10 August 2022 Order ************ Ninja Foodi 13 in 1.Above are the details of my order. I received the cooker very late after placing the order. Upon checking the status of the order, I was told that order was shipped and delivered when it was never delivered. Ninja delayed the order delivery.After I received the order, the unit doesnt fit my countertop and its pretty big then I expected. As a result, I reached out to Ninja customer service to return the Foodi under 60 day money back guarantee. I was sent a ***** return label by Ninja to ship the Foodi for refund. I returned the Foodi using return label sent by Ninja (***** tracking number ************). Return package was delivered to Ninja return center in ****** ****** on September 8, 2022. I was told after receiving the package, I will be refunded in 3-5 days - its been over 15 days and I havent received refund. I reached out to customer service a few times and they gave me false promise that refund will be done today and its never done.Business Response
Date: 09/26/2022
Hello Naresh,
We have verified the order has been returned to our warehouse, thank you. We can also say the refund has been processed. You should see it on your method of payment in the next 3-5 business days.
Any questions you can reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
Kind Regards,
****
Customer Service Team
SharkNinja Operating LLC
Ninja Help CenterCustomer Answer
Date: 09/26/2022
[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:09/23/2022
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 January 5th 2022 I purchased a Shark NInja ice cream maker for my 84 year old uncle. Initially it worked fine but a few months in the handle release was not working. I then called Shark and was told it couldn't be fixed and it was under warrantee and would be replaced.Since then I have called numerous times in the last 3 months only to be told it wasn't in stock and I would have to wait.This is ridiculous. It's under warrantee and their trouble shooting said it needs to be replaced. My uncle is 84, I would prefer he get it sooner rather than later. This has been going on for over 3 months now. I spent ****** on this item and I either want a refund or another ninja creamy comparable in value to it.This has to be the absolute worst customer service. Just send me a new one and stop playing around.Business Response
Date: 09/26/2022
Dear ******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
But we wanted to extend our apologies, and advise you an order has been placed and you should receive it by end of day Tuesday Sept. 27th, 2022.
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:09/19/2022
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.
We have a shark vacuum model # nv355wm1. That comes with a 5 year warranty. Warranty doesnt expire till nov 2023. The hose going to handle has cracked and split where it curves to the handle. Also the clips holding the dust collector to the base also broke. I called shark and they told me the hose isnt covered under warranty. But there warranty shows only wear parts like filters, foam pads and other replaceable wear parts are not covered. The hose isnt a normal replaceable wear part. It should be covered under there craftsmanship warranty.Business Response
Date: 09/20/2022
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We attempted to reach out to you and left you a voice message. Could you please provide a time that would be convenient for us to reach you in order to get this matter rectified.
If you prefer, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST. with your customer number *******.
Kind Regards,
*******
Shark/Ninja Escalation'sInitial Complaint
Date:09/14/2022
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.
I've placed an order and based on the tracking information from ***** it looks like that the item was misplaced. Its been over 2 weeks since extimate arrival time and called Ninja for a resolution and the customer support said that they could not reship the items. She also refused to transfer me to a supervisor and when she said she could create a ticket to get a call back and I agreed she proceeded to end the call.Business Response
Date: 09/15/2022
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. We see that the order has been reshipped with tracking number ************ and it is showing you will receive it by Saturday September 17th by the end of the day.
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: 09/15/2022
[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:09/12/2022
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.
Hi, I am in need of help for a bad business policies on damaged products that are supposed to be brand new. I bought a robovacuum and mop from Sharkninja on 8/30 and didnt get it till last week. I was so excited to try my new vacuum and mop robot and when I set it up and started the mop feature, it never worked, it kept giving me an error and to remove and clean the dust bin. The vacuum was brand new, how can it be asking to clean the dust bin, and on my phone app it said that the dust bin was missing, I read the troubleshooting book and did the only thing that said, remove and insert the bin, I did it like 30 times and nothing. I immediately sent them and email and explain my situation, than chat with one of the maintenance tech person and told me to do the exact same thing and nothing happened, that he told me the next step to do was for me to pay shipping, about $28 dollar, and sent the product to replace the part that wasn't working, I immediately said to him how can they ask me to pay shipping if the product they send was faulty, he said that that was standard procedure and I ask to speak with the supervisor in charge. Since there was no supervisor around he said he will be calling me back on the next business day. He did, and he ask me to do the troubleshooting again and told him that I was out of town and was going back home the next day and plus I wanted a new vacuum and not the same one since it was faulty from the beginning. Plus I did that twice before and it kept saying the same and no results. He refused to do any other steps unless I did what he was asking for and told him that I wanted to return the vacuum and wanted my money back to which he also refused and after more that 10 minutes of talk He put a claim to headquarters and he said that they will talk to me and see what proceeds. I need help on this matter and I feel like they are not acting very ethically when it comes to customer service. I feel like I been scammed. Thank you for your help.Business Response
Date: 09/13/2022
Hello ********,
It was our pleasure speaking with you today. We hope we have resolved the issue today for you.
If you have any further questions please contact us via phone to **************, Monday - Friday, 9am EST to 5pm EST.
Please reference your account number *******.
Kind ******************************************** Team
********************** LLC
Ninja Help CenterCustomer Answer
Date: 09/13/2022
[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:09/11/2022
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.
To Wom It May ********* purchased a "Ninja Foodi Air Fryer from QVC; Color: Turquoise on Feb. 3rd 2022. I paid $199.24 (before Taxes).On Friday (late evening) Sep. 2nd while Air Frying a few Egg Rolls, upon removing my Food; left handle broke into; food hit the floor along with he the scorching **********.Contacted Sharkninja CS on Sat morning (Sep 3rd).explained my issue after providing Item Number.The CS Rep asked me: "How often was my Air Fryer "used?" I asked "What does that matter? I don't recall seeing "minimal use is required" on QVC Advertisement nor product Manual!!!" No reply rec'vd. I guess NOT!!! STUPID QUESTION!! I was Informed a "Video Call" was required. Declined due to I was in my PJs. I asked if a picture would suffice. I was informed; No. Frustrated I ended the call. I immediately called back. Informed to get a new Basket, I must pay $29.00 (price didn't include ******** I declined/hung up. I immediately called back & informed Rep of my anger at this process & Sharkninja & ended call During 3rd call I felt I was given the "run-a-round" process before fInally being informed that a new Fryer Basket was enroute NOW @ "No Charge to me" I verified that the correct color was "Turquoise" Rep. informed me; "YES." Rep. LIED!!! Color rec'vd was GREY.!! My purchase color was "Turquoise!! Contacted *** AGAIN.! "SharkNinja CS Rep. informed me that ************** are the "ONLY" colors in Warehouse. NOW I'm told! NOT My PROBLEM.!! I've tried MANY times to get an echange/refund by either Sharkninja or QVC; both declined. These two Companies are "EQUALLY" responsible, yet NEITHER is taking responsibility for the resolution of this issue!! This Appliance has a 1yr limited Warranty & appears to be a "Lemon or "piece of Junk!. Neither cares about my loss; obviously because my loss is their GAIN!!. Greed is NEVER Good Business!! QVC Complaint to follow!I'm now Requesting FULL Refund!Infuriated (****************)Business Response
Date: 09/12/2022
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 back to 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 TeamCustomer Answer
Date: 09/12/2022
[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.Thanks So MUCH *******!!
Regards,
*********************************Initial Complaint
Date:09/09/2022
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.
I bought a brand new shark vacuum on Feb 21st this year. Aug 17th I contacted them because the head unit was already broken and not working. They told me it had no warranty but they would send me a replacement. They did and within 3 weeks was also broken. I contacted them again and they want me to buy another head unit at discount. I bought this thing brand new 6 months ago and it's been broken twice and bow they are unwilling to help. I want my 330 bucks I spent on this broken vacuum.Business Response
Date: 09/12/2022
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 you to receive the HZ3002 within 3-5 business days. Also, a prepaid label has been sent to your email address which is good for 14 days to return your HZ2002.
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: 09/12/2022
[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:09/09/2022
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 the Shark Stratos with pet package after seeing the infomercial about a week ago. I would get a confirmation e-mail that the order had been placed but within about 5 hours, I would get an e-mail that my order had been cancelled.I called customer service and they told me to reorder online again which I did 3 more times with the same outcome. **************** said that they could not place the order for me which was odd. I had another family member attempt to order and the same thing happened to them all 3 times.Either SharkNinja has so many customers that they don't care about my issue or this is a scam. Very poor customer service and still not able to order the new Shark Stratos.Business Response
Date: 09/09/2022
Dear *************************
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
It has been our pleasure in speaking with you about the issue you was having trying to purchase a new vacuum from us. We have updated all your information in our system, we wish you luck in trying to order again if you have the same issue please let us know as soo as possible so we can escalate this up higher.
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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