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

  
• 

  Shark Ninja Corporation

  2233 Argentia Rd Mississauga, ON L5N 2X7

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

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:08/08/2022

  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 as Shark NV255 upright vacuum on 7/14/2019 with a 5 year warranty from authorized retailer (**** Club). On 8/8/22 the hose on the vacuum broke rendering the device nonfunctional due to loss of suction. The device was used under normal household conditions as per the warranty terms and the registration was submitted. I called Shark **************** on 8/8 at *********** to make a warranty claim. I spoke with a customer service agent at ******* who advised me that the hose was not covered under the warranty. At 1810CST, after reviewing the warranty terms (https://m.sharkclean.com/warranty/5-year-limited-warranty/), I called again to speak with another customer service agent who advised the same policy. When asked to explain where in the warranty the hose was excluded the agent was initially unable to cite the portion of the warranty. Later she stated it was included in the etc of the wearable parts exclusion criteria listed as 1. I contest that the handle to the unit and the hose, critical, non-wearable, elements essential to the operation of a vacuum should not be considered under this exception. This classification by Shark is at best completely deceptive and disingenuous (by specifically not listing it in the exclusion and arguably falsely classifying it as wearable - in what other type of device would a handle/hose be a wearable?) and at worst a manufactured way to deny the rightful replacement of a knowingly defective part. When I asked to speak with a manager for customer service, I was offered a callback in 4-6 hours. As that time came and went, my only recourse is to ask the BBB to ensure the manufacturer honors the warranty as written and replaced the hose (Part 1255NV255) at their cost as per the written warranty. Even more, the replacement part is priced at only $30 less than a new vacuum. The absolutely illogical decision to classify the vacuum cleaners handle/hose as wearable to deny a warranty claim is shameful.

  

  Business Response

  Date: 08/09/2022

  Hello *******,
  
  Dear *******,

   

  Dear *******,

  Thank you for contacting SharkNinja.
  
  We attempted to reach out with a voicemail being left.
  
  We are sorry to hear about the issue with your handle & hose breaking. We would love to replace it for you at no cost to you. Please verify your full shipping address.
  
  If you prefer, you can also reach out via phone to **************, Monday - Friday, 9am EST to 5pm EST.
  
  Please reference your account number **********.
  
  Kind ******************************************** Team
  ********************** LLC
  Ninja Help Center

  Customer Answer

  Date: 08/12/2022

  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 still maintain that the initial denial of the warranty claim and need for escalation to resolve this issue was not in accordance with honest and consumer-centric business practices.  SharkNinja should clarify their warranty policy or otherwise train their associates more appropriate so future customers are not subjected to their dishonest practice and poor customer service experience.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/08/2022

  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.

  Purchased a vacuum several months ago. We purchased it because the prior one was so great, and held up many years. We had 2 plastic parts fail simultaneously as if there was a defect in the mold process. We called because there was a 5 year warranty. After telling us that one part was covered and the other was $9.95 they proceeded to tell us that shipping on our warranty parts was $20. This is not a warranty, this is a chance to purchase replacement parts on a product less than 12 months old, with a 5 year warranty claim. We have read and RE-read the warranty and do not see any mention of paying for the parts/ postage. When we asked the warranty customer service rep, she said well thats just our policy whether it is written or not. This is poor customer service and we will likely return it to the retailer for them to deduct the charge from Shark.

  

  Business Response

  Date: 08/09/2022

  Dear ****,
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
  
  We would more then happy help you with the items you need to get your vacuum aright again.
  
  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:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shark robot vacuum in December of 2021, upon setting up the device, we found that the Google Assistant integration in fact, does not work. The app tells you that no devices were found and this occurs with every shark vacuum that is sold, this is supported by hundreds of entries on Reddit looking for a resolution. Shark is aware of these issues and will give you a runaround on the phone until you don't call back. Every representative fakes surprise at the issue while there are hundreds of complaints the same problem. I'm not looking for any special treatment just for shark to make good on their 1-year warranty which they avoid speaking about at every turn of the way.

  

  Business Response

  Date: 08/08/2022

  Dear ********,
  
  
  

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

   

  We had the pleasure of speaking with you today.  We are sorry we couldn't resolve the issue by replacing your Robot with one of our newer models, due to a stock issue.  As per our conversation we can issue a check for refund, usually takes 4-6 weeks before receiving in your mail box.  We have setup a return to our warehouse, reference # ********.  We have also sent a ***** pre-paid label, to your email, to cover the cost of the return it's good for 14 days.  We have also requested your proof of purchase to be emailed to us.
  
  
  
  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:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 sets of SharkNinja Foodi pans in 2020. At the time I watched an add on TV and remember the add saying that it included a 10 year warranty with no additional charges. I remember calling to confirm this before I ordered them online and was told the warranty was all inclusive. Today I called in the warranty and was asked to pay $23.00 not for shipping but for taxes. When I question the foreign dude he tried to explain it but it didnt make sense to 3 people who were listening. I asked for a manger and was given the run around. I emailed customer service and to be honest they were dumber than the agent I spoke to on the phone. I have to be honest my wife, mother, and my self were super confused and tried our hardest understand. We still dont understand. Please help.

  

  Business Response

  Date: 08/08/2022

  Dear ***************
  
  
  

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

  We have just made an attempt to reach you by phone number ************, we have left a voice message to contact us back.  Please reference this ticket number *******, 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

  Customer Answer

  Date: 08/08/2022

  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. 

  Unfortunately yall have called from an unknown number and their for were sent to voicemail.  You need to call from a known number if you would like to resolve this. I have attempted to call back but I get a foreign call center were they dont know how to communicate or even understand what it is I am asking.  
  
  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: 08/09/2022

  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 in contact with someone that can help you in this situation.  We just made another attempt to reach you by calling ************ with a voice message being left.  We have reviewed your case and see you had been speaking with one of our colleges.  We see they have setup an order to have 2 sets of cookware sent to you at no cost.  We hope the is satisfactory for you and we just wanted to confirm it with 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: 08/09/2022

  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. 

  Again I got your message. The first issue is that the foreigners that answer the phone cant tell the difference between a bean pole or their heads up their rear ends. I have spoken to someone and unfortunately not even you understand the issue. Your TV ad from 2020 when I ordered the items stated the warranty was all included. What that means is that it would never cost me a dime. So as many times as you send me a warranty pamphlet that doesnt account for the Television ad that said something different. Unfortunately so long as Shark Ninja has people from another country handle their affairs this problem will always exist. Your companies decision to ship me replacement sets free of charge is not a courtesy. It is the law. If Shark Ninja is going to refuse to honor their warranties as stated it Television Ads then the public will make them. My suggestion is you have a company executive contact me.
  
  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:08/01/2022

  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.

  customer-id #********** purchased the ********************** robot cleaner on May 4, 2021. In June/July 2022 the robot started to have issues - going around and around in circles in the same spot. I was in the middle of moving and had a death in the family so my concern was not on the robot. I finally got things settled and called customer service on 7/30/22 to see precisely what the issue was - did video chat so that they could see and was told that the robot has to be fully charged for them to take full video that they did everything to document the issue and was told to call back on Monday 8/1/22 but from what they can tell is that one of the wheels is malfunctioning and they would have to send out a replacement robot and that they will make note of everything so when I call back everything is documented. I called back on 8/1/22 spoke with ******* and was told no notes from the prior conversation were input so we had to start all over we did the chat video and showed the circular movement and did the maintenance that they instructed me to do and the issue remained. Was then told the item has no warranty but I can purchase a new robot at a discounted price of $380?????????? So I paid over $500 for this product (instead of going to ******* and purchasing) and had delivery issues for this product from the start - had this item a little over a year and its defective now and you want me to pay $300+ for something that is not my fault! I might as well go to ******* and purchase - I thought purchasing it directly from Shark and paying the extra cost would mean a better product and better customer service

  

  Business Response

  Date: 08/02/2022

  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 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.
  
  
    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:07/30/2022

  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 shark vacuum and had issues with it years ago it was replaced under warranty .I later had issues with the next one with electric issue so shark sent me a body component with the electrical outlet .I called and told them it was still having issues they said my warranty was up and couldn't send other parts .They told me even though they sent a new vacuum it doesn't cover the same warranty the first one did even though they send it in a box explaining it has over a 5 year warranty . When you buy a shark product you expect them to cover the warranty stated . I am now having sparking in my outlet with this vacuum and am requesting a replacement of the whole unit .The model number is nv752.

  

  Business Response

  Date: 08/01/2022

  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.
   
  
  
  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:07/30/2022

  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 Shark vaccum UV810 at ****** for $260. The floor unit gave out after 8 months and had a warranty replacement. This unit has been sparingly (mostly once a month on bare floors and a few **** rugs) used, and now the brush roller will not work at all. This is the second time this is happening and I see that this duoclean model has been reported to have these problems online. I contacted shark but was asked to pay for a new floor unit, checking again the representative said that they don't have the motorized floor nozzle in replacement as well. Now, I'm stuck with a non working machine again. I would like for shark to set this right.Please help contact shark on my behalf.Thanks.

  

  Business Response

  Date: 08/01/2022

  Dear Vivek,

    It was a pleasure speaking to you today and we're glad that we got 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
  Shark/Ninja Escalations Team

• Initial Complaint

  Date:07/28/2022

  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.

  On 12/23/21, I purchased the Ninja Foodi Digital Air Fryer Oven from ******. On 7/20/21, the air fryer electrical cord melted into my electrical outlet and burnt out the outlet. I immediately called the company to report the issue and I was given case number *******. The person on the phone said my case was being escalated and expedited, but the department that would handle my case was already closed and someone would call me back. No one has contacted me at all. I would like the purchase of the air fryer refunded for a total of $132.52. I would also like reimbursement for the electrician I will need to hire to replace the electrical outlet.

  

  Business Response

  Date: 07/29/2022

  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 today.  Once we receive the information we require, we will reach back to you 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: 07/29/2022

  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. 

  Please review attached pictures for reimbursement of appliance and allowance to hire an electrician. You said you would email me and I did not receive an email to send the pictures directly to you. 
  
  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: 08/01/2022

  Dear ********,
   
    Sorry to hear you had this incident with your Ninja Air Fry Oven.  If you could please sent us photo's of the melting on the unit along with your wall outlet to ************************************** and in the subject field put your first and last name with your customer number **********.  Once we receive them we will reach out to you within 2-4 hours to get this matter rectified.
   
  Kind Regards,
   
  *******
  Shark/ninja Escalation's

  Customer Answer

  Date: 08/02/2022

  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. 

  The new response from the company included their email to send photos. I have sent photos. Now I am waiting for their response regarding refunding my air fryer and paying for my electrical outlet to be replaced. Thank you.
  
  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:07/27/2022

  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 have bought three shark lift away deluxe vacuum cleaners all three of them had the same problem and stopped working after a few months. My current vacuum that stuff working still is under the five year Warranty. I asked for my money back and they told me they couldnt do it because I didnt purchase it through them. I asked to speak to a manager and she got very snippy with me. I dont wanna have a new shark I wanna buy a different vampire cleaner all together it will last more than 3 to 6 months. Was told by the manager that they dont give out refunds stated in the warrantee weird doesnt say that at all see attachment. I just want my money back!

  

  Business Response

  Date: 07/28/2022

  Dear *****,

    It was a pleasure speaking to you today and we're glad that we got 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: 07/28/2022

  [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:07/27/2022

  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 have a Ninja brand blender system purchased in September 2021 with a one-year warranty. It broke and when I initially called support they admitted that their warranty covered the issue; instead of honoring their warranty, they told me I would receive a call back in 24 hours from a supervisor. This never happened and I have called back 4 times with the same results, I am told to wait and am never contacted. They are dodging their obligation to fulfill the warranty. Ticket number: *******.

  

  Business Response

  Date: 07/28/2022

  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 will be receive a new SS351 within 3-5 business days.  We do apologize for the delay in getting 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: 07/28/2022

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