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

  
• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

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:09/08/2022

  Type:Delivery 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 ordered a casserole pan and muffin pan. I had received at 15% discount code by text. The 15% was applied when I put the code in correct space. When I placed order, no 15%.I called right away. **** stated the discount was for my next order. I asked to cancel order. She couldn't and said to return when I received. The company would refund me 20% of the amount I paid. There is nothing on their website on refunds only receiving 20%. There also is nothing about discount amount applied only on second order. Very deceptive!

  

  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 **********************/**********************.

  
  We will be trying to get in contact with you this morning as you live in **************** to discuss this matter. We do apologize for any inconvenience this has caused you.

  
  Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  
  Best regards,
  
  
  **** on behalf of
  Shark/Ninja Escalations Team
  
  

  Customer Answer

  Date: 09/10/2022

  [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:09/06/2022

  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.

  Hello my vacuum stopped turning on. Called customer service and they did a video T/S. 2nd time a week later my vacuum stopped suctioning and again against my will a video Trouble shoot which my hand was injured on video. I spoke to many customer service reps. **** 100 emails. Promises from customer service and customer service managers. I have been striving to speak with someone for over 2 months. They have pictures of the injury and all my emails and they have mailed me part of the compensation they promised me, They have since all the promises and emails have denied my claim. I have documentation of what was promised from them in email yet no resolution. I have since this past weekend received crank calls mocking me that she won. The customer service person named ******. I am literally sick from this process of lies and no follow through.

  

  Business Response

  Date: 09/07/2022

  Dear *********************,
  
  Thank you for your responses. We would like to advise that we have reviewed your emails, along with the information that you have shared previously. We have retested the vacuum and were not able to replicate the issue you described.
  
  Should you have additional documentation that you would like to share, please forward and we will be happy to review it.  As it stands,we have reviewed what has been shared and made our decision.
  
  We also request that all future communications with SharkNinja Operating is with our Customer Excellence team at ********************************************
  
  Regards,

   

  *****

  Customer Answer

  Date: 09/07/2022

  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. 

  [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,

  *******

  Hello Shark Ninja took responsibility for my injury. Please submit video recording of my hand injury from Shark Ninja. Thank you  

   

• Initial Complaint

  Date:09/06/2022

  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.

  order number 13176179-00 I placed an order than it was canceled from the company. I called and wasnt given a reason for cancellation. I spent time placing this order which shouldnt be canceled. The company has a bizarre and backwards way of doing business. They advertise on TV yet dont accept debit cards and refuse orders. There is nothing suspicious about my order. Billing and shipping are the same. I demand you fulfill this order and dont you dare tell me to go to a local retailer to buy one because you dont want to give me the discounts and additional products offered in the ad.

  

  Business Response

  Date: 09/08/2022

  Hello ******,
  
  We deeply apologize for the issues that have transpired when trying to place an order on our website.
  
  We understand the frustration, but we would like you to please try again. Once you have received confirmation, please reply to this email with the order number and we will make sure it gets processed. Once we have the order number we would happily like to apply an additional discount to the order of 20% for the inconvenience. 
  
  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:09/05/2022

  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.

  Shark Model NR 96 31 vacuum cleaner (label attached) - under warranty until January 2023 (warranty attached). Unit was registered for warranty with Shark shortly after arriving via **** I have original purchase receipt.Power head is defective with assembly that cannot be changed out (picture attached). Head needs to be replaced per Shark (replacement part info attached).Numerous contacts with Shark over several months. Initial call indicated defective head would be fully covered - just needed copy of 7 year warranty - sent. Since then, every call has resulted in Shark indicating less and less of the vacuum was actually covered under warranty. Last call - was told "only the motor is really covered" - everything else is a "wearable part". This is not what the printed warranty says.Last offer was HALF warranty on power head. I pay $60 for part and they cover shipping cost. Again, this is not the warranty they offered with the unit.Shark has a 1.31 out of 5 customer review. 735 closed complaints in last 3 years. 301 closed complaints in last year alone. Most reviews point to Shark failing to honor their warranties, the same problem I am having with the firm.I respectfully request BBB work with them so that they replace the defective part under the terms of their 7 year warranty.Thank you.

  

  Business Response

  Date: 09/06/2022

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

   

  We want to also say how sorry we are the floor nozzle hose split on the vacuum.  We have just tried reaching out to you via phone to discuss the situation and left a voice message.  We look forward in speaking with you soon.
  
  
  
  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: 09/11/2022

  [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. 

  After review, the business has replaced the defective part.  It was received and tested on 9/11/22.  The system is functional again.

  I am notifying the business that I have communicated this to you.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/03/2022

  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.

  We purchased a Shark Navigator vacuum from ****** last year. The vacuum has a five year limited warranty covering the unit. The brush roller stopped working. I called Shark support and they went through troubleshooting over the phone. They determined the brush roller was broken and offered to sell me a new brush roller for $89.95 plus shipping and handling. When I asked about the warranty, they said it only covered the motor and not the rest of the vacuum. I checked the warranty and it says it covers the unit, not just the motor.

  

  Business Response

  Date: 09/05/2022

  Dear ****,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We have set up an order for you to receive a new Floor Nozzle assembly at no cost you in the next 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
  Shark/Ninja Escalations Team
  
  

  
  

  Customer Answer

  Date: 09/05/2022

  [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,
  
  ***************************

  Thank you for the fast response! 

• Initial Complaint

  Date:09/02/2022

  Type:Delivery 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 tried to purchase a Nutri Ninja Pro Extractor Blade for $46.01, after my original blade started smoking during it's last use, based on guidance from customer service. The following is a summary and the timeline: 8/9/2022 placed order.8/11 order shipped via ***** with anticipated delivery date of 8/14.8/14 order status changed to delayed with no anticipated date and the item has not moved. 8/16 emailed SharkNinja and was told that I would need to wait 15 days from the original ship date to request a reshipment if ***** does not show any further updates (Note 8/11 + 15 days = 8/26, not 8/30). 8/17 called ***** and inquired about status and was told that it should be delivered by 8/22 and if not to call them back (item has still not moved).8/22 Called ***** and was told that the package was considered lost and to contact the shipper and have them file a claim.8/22 emailed Shark and relayed what ***** explained and again was told that I would have to wait till 8/30 before anything could be done.8/23 emailed Shark and asked if I could cancel my order and receive a full refund and again was told I would have to wait till 8/30.8/31 no update to ***** shipping, so I emailed Shark and requested a refund.8/31 refund was processed for the amount minus the shipping charge so I called Shark and was told that was their policy so I asked to speak to a supervisor and was told none are available but someone would call me back. I have yet to get a response.I understand if I was to return something I would have to eat the shipping charges, but I never received anything to return. I should be refunded the full amount, including the shipping. And, I should not have had to spend so much of my time trying to give them my business and track down a lost item. It is not my fault that the item got lost in shipping so I should not have to pay for it. I have never experienced anything remotely similar to this horrible customer service.

  

  Business Response

  Date: 09/02/2022

  Dear *******,

   

    It was a pleasure speaking to you today and we are happy that we have got this matter rectified.  Please keep an eye on your email for the tracking number from ***** for your Nutri Ninja Pro Extractor Blade for it's arrival.

    Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
  
  Best regards,
  
  ******* on behalf of
  SharkNinja Escalations Team

   

   

  Customer Answer

  Date: 09/05/2022

  [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,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  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 got a Shark Robot for Christmas of 2021. Since then I have had 5 replacements with the exact same problem that the original was doing. It works fine for a few days and then makes a squeaking noise. I have called shark every time and we have done a video chat so they can hear and see what my Shark is doing. This last time I called which was Monday August ******* I spoke to a representative and he could only replace my replacement. I asked that a supervisor contact me and someone still hasnt contacted me. I do not want the exact same model that I have been getting and having replaced since December. I am not looking at getting the best of the best model. But it is very inconvenient that I have to keep calling and video chatting to continue getting the same model with the same problems. I havent heard from a supervisor and would like some answers or money back.

  

  Business Response

  Date: 09/01/2022

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

   

  We understand how frustrating it can be trying to get an issue resolved and still has not been resolved, for this we apologize.  We just made an attempt to reach you via phone and a voice message has been left.  We will keep trying to get in contact with you to have this issue resolved, we look forward to speaking with you soon.
  
  
  
  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:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Shark Vertex DuoClean on July 21 through the SharkNinja website using PayPal. The site would not let me use my credit or debit cards so PayPal was the last resort. After a week of the payment not coming from my PayPal I called Shark okln August 3rd to check and was told I needed to call PayPal. I had already received the product at this time. I called PayPal and was told that Shark needed to accept the payment from them. I then called Shark back and let them know. They said they would look into it. After calling several more times on August 16th and 17th and emailing on August 11th and August 17th after I received notice they would send my account to collections, I received a call from a supervisor who took my credit card info on August 19th and assured me this was taken care of. My credit card account does not show they pulled a payment and on Aug 28th I received an email that they had sent my account to collections. I'm trying to pay them and am not understanding why it has been sent to collections and why they have not pulled the payment from my credit card.

  

  Business Response

  Date: 08/29/2022

  Dear ******,

  We hope we have been able to set all things straight with your order.

  If you have any questions please reach out to ************** your account number is **********

   

  Regards

   

  ****

  Customer Answer

  Date: 08/29/2022

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

   

  I apologize, I need to speak with someone again. It looks like the invoice you sent me was from an order I purchased and paid in full at that time from September 2020. My issue is with an order I placed and received in July 2022. The amount of the item, credit card used, and invoice # are incorrect to what I have from my most recent order, the order that has been sent to collections. 
  
   
  Regards,

  ******

   

   

  

  Business Response

  Date: 08/30/2022

  Dear ******,

    We have forwarded this information off and we are still looking into the matter.  We apologize for the inconvenience and appreciate your patience.

  Kind Regards,

  *******

  On Behalf Of Shark/Ninja Escalation's

   

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely appalled by the service I am currently receiving. My shark ****** stopped working over a month ago, contacted Shark who sent a replacement motor. Also sent through proof of purchase. ***************** did not work. Contacted shark again who thought it could be the battery- sent this, still not working. Contacted them to be told they will send another battery- this did not work. Contacted shark who said to send the unit for inspection and they will ship a new ****** given its under a 5 year warranty. They have received my ****** weeks ago, *** contacted them a number of times about an update to be told It was still being inspected and they would send my case to the escalation team, they would contact me. No contact made so I contacted them a few days ago instead and was told I would received a dpd notification to say that the new has been dispatched. - no notification. Contacted them today to be told its with the escalations team and they will send forward my case to them again. Asked to speak with management as it appears nobody Ive spoken to knows whats happening with my ******. To be told there is no manager or supervisor. However, they stated I would be contacted in 3 working days. Asked for complaints department to be told no department!!! Asked for supervisor again, was put on hold to then be told I would receive a new order in three working days. Asked for receipt of this order to be sent to me- still no email!! Im absolutely appalled at the service I have received especially given that I paid 300 for the ******. I definitely will not be buying any appliance from Shark again.

  

  Business Response

  Date: 08/29/2022

  Hello ******,

   

  I am truly sorry to hear you are having issues with your Shark product. We wish we could help you, but you have reached ** through the North America Better Business Bureau. We are not able to help with ** issues. Please reach out to the following. I hope they can help you.

  ** **************** Product Support
  Phone number: ************* (hours of operation Monday- Friday 8 am to 6 pm ** time)
  https://sharkclean.co.**/

   

  Regards

   

  ****

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Ninja- Foodi 6in 1 8 qt 2 Basket Air Fryer with Dual Zone Technology - Dark Grey on July 20, 2021 from Best Buy. Model(DZ201) S/N J16QJ208Z0A8 I will attach picture of all info. We really didn't use it that often till the last 3 to 5 months. The other day it smelt like plastic was burning, my wife was making some turkey meatballs for my son. I went over to the air fryer and the top looked like it was melting and it left burn looking marks on my back wall. I called and spoke to an agent on 8/18/2022. He said I had to speak to another department but they were on calls, but they would get back to me with in 24 hrs and no one ever called me back. This was a a major problem for me. I have a 9 year old, 2 year old and 6 month year old in the house and this product could have caused a fire, and they don't even have the decency to call a very good customer back. I own all of their products and this was really disappointing to me. I would like a replacement and someone to call me.

  

  Business Response

  Date: 08/23/2022

  Dear *******,

   

  It was a pleasure speaking to you today. I hope you will enjoy your new DZ201 shortly. There will be an email confirmation soon and a tracking number when your order is ready.

   

  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

  Customer Answer

  Date: 08/23/2022

  [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,
  
  *******************************