Complaints

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

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SharkNinja has 10 locations, listed below.

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• 

  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

• 

  SharkNinja Operating LLC

  7603 Energy Pkwy Curtis Bay, MD 21226

• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

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:08/22/2022

  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 a replacement ninja coffee bar in February 2022. This was after ninja refused to honor their product and instead of providing a warranty replacement they charged me a discounted price for a replacement model. That replacement model stopped working 8/18/22. I called Ninjas help line after trialing the usual home resets. After connecting via video I was informed that the machine would need to be replaced for the problem its experiencing. Since I received the unit at a discount it only had three months of warranty services. I was assured that I was receiving a new unit and was confirmed on my recent customer service call that it was a new unit. However, this does not provide any justification for why the warranty would be shortened. *** spent well over $300 on coffee machines from Ninja and havent even managed to get three years out of that investment. Their marketing appeal is for a superior coffee experience, and I can say it has been far from that. Additionally, I had asked to speak with a manager and was told that a return call would happen very shortly. I spent the entire day waiting for a phone call that never came. Im disheartened as a coffee lover and someone who appreciates advancing technology. Its unacceptable to me that they would be unwilling to stand by their own product for more than three months. The extra frustrating part is that all other elements of the machine work fine. I completed a cleaning cycle with no problems including the automatic drip stop and running the entire reservoir of water through the machine. However put in a tea basket or coffee and it will refuse to progress to brewing. I am very concerned about programed senescence. I would greatly appreciate if the Better Business Bureau would help look into this concern. I would be happy to provide my defective unit for evaluation.

  

  Business Response

  Date: 08/23/2022

  Dear ******,
  
  
    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
    We would be more then happy to help you.
  
   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:08/22/2022

  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 purchased my Shark Rotator Powered Lift-Away TruePet Upright Vacuum on 3 Oct 2018 for $216.49 from Bed Bath and Beyond - specifically for the 7-year limited manufacturers warranty offered on this particular model. After about 3.5 years the Motorized Floor Nozzle has stopped functioning. Ive called Shark 2 different times to find out that specific part isnt covered under the warranty. However, their website, my original paperwork, and the Bed Bath and Beyond information all state the same information.What is covered by this warranty?The original unit and/or non-wearable parts deemed defective, in SharkNinja's sole discretion, will be repaired or replaced up to seven (7) years from the original purchase date.In the event a replacement unit is issued, the warranty coverage ends six (6) months following the receipt date of the replacement unit or the remainder of the existing warranty, whichever is later. SharkNinja reserves the right to replace the unit with one of equal or greater value.Theyve added the in SharkNinjas sole discretion since being bought by Ninja. Nonetheless, this isnt a wearable part, this is the part that vacuums the floor. Device is practically useless without the actual part that ***** and brushes dirt off the floor. Despite this, they refuse to replace it for anything less than $119.95 USD. I see no reason to offer a warranty if the 2nd most important part of the vacuum isnt covered. I just want Shark to honor their warranty.

  

  Business Response

  Date: 08/22/2022

  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,
  
  ******* on behalf of
  SharkNinja Escalations Team
  

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  It took over 7 calls on my part to get in touch with SharkNinja, and I was never allowed to speak with the escalation team ********************* of, I was able to try the replacement part at the cost of shipping. While Im not actually happy with this resolution as this isnt what the warranty states, I want to be done with this so Ill accept their resolution at this time to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/19/2022

  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.

  Ninja grill foody melted in the back at the power supply. I called 4 times and they told me someone would call me back but never did. They said they are not available or cant answer calls. Case number is 9504473.My main issue is the lack of communication because would you imagine if the equipment exploded or had a short circuit?

  

  Business Response

  Date: 08/22/2022

  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,
  
  Barbara on behalf of
  SharkNinja Escalations Team
  

  Customer Answer

  Date: 08/22/2022

  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,

  *******

  Ninja,

  Someone else called me Saturday and the type of questions were not acceptable. As what do you cook on it, what do you clean with? And avoiding to answer my question on what could cause the issue. We made a video where the cooker was recorded.
  The way I was treated by your employee is really not about to resolve the problem.

  well, you lost a customer. I see no point to talk once ********************** does not care and is just reaching me out after my BBB complaint.

   

   

   

   

  

  Business Response

  Date: 08/24/2022

  Dear *******,

    Sorry to hear that you are not happy with the resolution of getting this matter rectified.  We have attempted to reach you and left voicemail regarding your Ninja.  We will attempt to reach you again today.  Please let to us a preferred contact time and we will be more than happy to help.

   

  Best regards,
  
  ******* on behalf of
  SharkNinja Escalations Team

  Customer Answer

  Date: 08/25/2022

  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:08/19/2022

  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 received a SharkNinja food processor as a Christmas gift on 12/25/2021. Four months after regular use, the processor overheated and melted causing a serious hazard to myself and my household. I contacted SharkNinja and they sent me a replacement in April 2022. They assured me that this is not a regular occurrence with their products and it shouldnt happen again. Their food processors are designed to automatically shut off in the event of it overheating but this was not the case. Now in August 2022, the new replacement they sent me also overheated and melted. It did not shut off as it says it should. After some research into the product and brand, it seems a lot of people have this issue. I would like SharkNinja held accountable for this defect in their product as well as a reimbursement for the price of the product so I can replace it with a different brand. This is a serious hazard to anyone who uses the product. Someone could be burn, electrocuted, or consume melted plastic, glue, or another part of the machine that melted.

  

  Business Response

  Date: 08/22/2022

  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 regarding your Ninja BN801. Could you please provide a time that would be convenient for us to reach you?
  
   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,
  
  *******
  on behalf of
  SharkNinja Escalations Team

• Initial Complaint

  Date:08/18/2022

  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 bought a hairdryer from Shark in April and a couple weeks ago it stopped working. I called customer service and they sent me a new one that wouldn't turn on. I called customer service again and they sent a second new one that also wouldn't turn on. I called customer service again and they told me there is nothing they can do except keep sending me new dryers. With 3 in a row not working I didn't want another one and they won't give me a refund.

  

  Business Response

  Date: 08/19/2022

   Hello ******,
  
  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left. Sorry to hear of the issues with the hairdryer. We would love to refund you. Can we please have a photo of the proof of purchase sent to ******************************************* please verify full shipping address and email. We can set up a prepaid return label for ****** We would ask you to box up securely and take to ***** with label once received back at our warehouse a refund would be processed back to method of payment.
  
  Or if 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

   

   

   

   

   

   

• Initial Complaint

  Date:08/17/2022

  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.

  My vacmop that is under warranty has stopped working, Shark was unwilling to send me a replacement unit free of charge and was trying to have me pay an abysmal amount for shipping for the replacement unit. I would like the unit sent out free of charge without shipping costs as well as extra mop pads. It was unacceptable how they talked to me on the phone and acted like I did not know what I was talking about when I asked questions.

  

  Business Response

  Date: 08/18/2022

  Dear ******,  

    It was a pleasure in speaking to you today and 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 a new VM190 when they become available in our warehouse which can take 2-3 weeks.  Please keep an eye on your email for confirmation with a tracking number from ***** for its 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: 08/18/2022

  [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:08/17/2022

  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.

  08/17/2022 I have a relatively new vacuum, (approx., 14 months old).Shark refuses to honor their replacement warranty and send a new vacuum hose, (ripped), as pictures.They have not called me back, they have ignored ALL emails, and I have also left two (2) voicemails in the "general mailbox" - phone number: **************.Shark/Ninja has disappeared, and are 100% completely unresponsive. No phone calls / no email replies.Their customer service is about the worst "outsourced" service that I ever experienced, (neck-and-neck with **** / *****).

  

  Business Response

  Date: 08/17/2022

  Dear *****,

  Was a pleasure speaking to you today. You shall receive an email confirmation of the order soon. The order should be received within the next 3-5 business days.

  Regards,

  ****

  Customer Service Team
  ********************** LLC
  Ninja Help Center

   

• Initial Complaint

  Date:08/14/2022

  Type:Product 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.

  My problem is with the company's marketing practices. They do not provide a true allowable avenue to unsubscribe on the emails they send daily. They are holding my inbox hostage by forcing their advertisements on me despite my desire to unsubscribe from them. They do provide a dummy unsubscribe button option on their email advertisements that only returns me to a subscribe option. I have emailed them with a formal request to be unsubscribed on 08- 17- 2022 and I will wait to see if they respond. Sincerely, **** P

  

  Business Response

  Date: 08/15/2022

  Dear ****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.  We have forwarded your information off and the issue should be rectified shortly.  We apologize for the inconvenience and appreciate your patience.
  
  
  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: 08/18/2022

  [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:08/14/2022

  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 was sent a warranty replacement Ninja Creami ice cream maker base. I plugged it in and tried to operate it, but it vibrates across the counter. It also does not shave the ice cream all the way to the sides of the container. I should not have to hold the ice cream maker down while operating. The base they sent is used and looks to be a store display. The base does not always release the pint. NinjaKitchen on Instagram told me to use their live chat, and no agent ever shows up, no one answers the phone.When it happened: 8/12/2022 Tell Us About the Product Describe the product Ninja Creami NC301 Brand name: Shark Ninja Manufacturer/ Importer/ Private Labeler Name: Shark Ninja Model Name or Number: NC301 Serial Number: ************ This was a replacement to the one I purchased, where a SharkNinja customer service agent on the phone told me to put ice cubes in the pint and run it so they could watch the video, that agent hung up on me and did not call back as promised. I took time off work to handle this issue, I called them back, another agent did not have any notes from the previous agent. She had me run the unit with ice cubes and was noisier than it should have been according to the agent, I told her it had been that noisy since I purchased. I called because my unit started squealing like a belt was loose similar to when a belt in a car engine squeals. That agent asked if the blade was damaged, I showed her the blade, she said it didn't look like it was damaged. I am not sure if they keep those videos, but the whole unit was about to fly off the counter. My guess is their ice cube test ruined the blade or the unit they sent me is defective. I am seeking an entire new machine that is not defective with an entire new warranty and extended warranty and shipping all at their cost.

  

  Business Response

  Date: 08/15/2022

  Dear ********,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We see that you were speaking to one of our agents and we are waiting for photo's to come threw so we can get this matter rectified for 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
  SharkNinja Escalations Team

  Customer Answer

  Date: 08/15/2022

  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. 

  No one has contacted me for pictures, their customer service chat has no one available and neither did calling. 
  
  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: 08/16/2022

  Dear ********,

    We do apologize and we will be reaching out to you today 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

  Customer Answer

  Date: 08/16/2022

  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. 

  Shark ninja called me knowing very well that I work during their available hours. I asked that they reply via email. This is really not going anywhere at all. I am out money here. 
  
  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:08/11/2022

  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.

  Initial purchase of Shark Vertex upright vacuum with pet attachements was just last year, but came with a "5 yr. VIP warranty". Fast forward to a few weeks ago and it is not working well. Upon working with customer service, it was determined that the wand / handle that connects to the larger part of vacuum, was worn out and not making a consistant connection. At first, rep. told me it was the motorized bottom of the vacuum that I needed to replace. Rep was very happy that was my issue until I explained that was not the case. Based on their troubleshoot instructions it was the wand / handle part not making the connection consistantly. This is important as it is where one disconnects the wand / handle to use Pet attachments. Rep was not as excited that it was only the wand at $36 that I needed to replace. Rep also stated this was not covered under my 5 year VIP warranty. What!?! This would be exactly what I would expect to be covered. As they have all replacement parts for this unit listed on their site like an ala carte menu, it seems apparent that they are fraudulently offering a 5 year warranty to entice customers to purchase when they know their warranty covers nothing. My item should be covered under this warranty as it should not have worn out in 13 months. I would like my purchase refunded.

  

  Business Response

  Date: 08/12/2022

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

   

  We have just tried contacting you by phone to let you know we have credited back the amount you paid for the item, less shipping and handling, you can expect to see that in 3-5 business days back on your Paypal account, a voice mail has been left.  We also reviewed your account you do have the *** 5 year warranty.  We have also sent an email indicating the same thing and as our way of saying sorry for this experience.  We have sent a free gift to you, valued at 59.99$, you can expect to receive it in 3-5 business days.  We hope this is a satisfactory resolution to your experience.  Thank you again for choosing SharkNinja.
  
  
  
  
  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: 08/12/2022

  [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. 

  Their prompt response is appreciated.

  
  Regards,
  
  ***************************