Business Profile

Wholesale Small Appliances

SharkNinja

Headquarters

Complaints

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

Customer Complaints Summary

1,050 total complaints in the last 3 years.
246 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2022
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.
This is a robotic vacuum it connect once when I purchased it (it is supposed to learn the layout of my house) since then it has not (I know my wireless network and password, I have made over 6 calls and numerous emails and their own technicians (supposedly tier 2 and 3! The last one want me to delete my wireless network off of my phone-which I would not do, as there is no reason to) can not get it back on my network. So for several months, it is a very expensive paperweight.
Business Response
Date: 07/26/2022
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.

Kind Regards,

*******
Shark/Ninja Escalation's
Initial Complaint
Date:07/25/2022
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.
Purchased the Shark vacuum model AZ1002 on 1-18-19 with the Lifetime VIP Warranty. We have used this vacuum on a daily basis without any problems until recently. When using the vacuum the 1) lights on the floor setting will not light up, 2) the light for the wand stays on with the wand connected and 3) the roller brush will intermittently start and stop while in the bare floor mode. On 7-25-22 I contacted Shark customer service and went through the problems I was experiencing with the representative. The representative asked if I would allow them to view the vacuum cleaner through a link that uses the phone so they can view the problems. After looking at the vacuum and listening to me repeat the problems again the representative informed me that the issues where regarding as normal wear and not covered by warranty but she would be more than happy to take my credit card information and send me replacement parts. I informed the representative that we had lifetime warranty and the parts should not wear out during normal use and she explained those parts are not covered.I explained that I will not buy another shark product and I was not happy about buying a lifetime warranty that didnt cover any parts since the whole vacuum could be considered normal wear an tear from everyday use.Shark should honor the warranty THEY SELL.
Business Response
Date: 07/26/2022
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.

Kind Regards,

*******
Shark/Ninja Escalation's
Customer Answer
Date: 08/02/2022
[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:07/22/2022
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 have a Shark Ion robot which was purchased in February 2022 which I unpacked and started using it since April 2022. I have used that not more than **** time since then and it stopped picking dust - the suction stopped working - I did all the troubleshooting, clearing all the debris from cartridge as well as cleaned filter, etc.I did video troubleshooting with Shark customer service and they deemed my robot defective and promised me to replace the robot. I received the replacement robot body today which I installed battery in and charged it and it doesnt even turn on.I am so upset at this point, after spending $450, I am not able to use the robot.I would like Shark to take ownership of the situation and replace my unit with a brand new working unit. Preferably a different model which works because now I have lost faith in the current model as the replacement part didnt even turn on.
Business Response
Date: 07/25/2022
Dear Rohit,

It was a pleasure speaking to you today. We have setup the order for your Robot to come back to us and we will send out a new one as soon as the prepaid label is scanned in at FedEx.

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: 07/25/2022
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.
*******,

Likewise, it was pleasure speaking with you as well. I have two concerns after we spoke:

1. The address you have on the order is my old address - my new and current address is 3078 ******************************************************************************** ******.

2. I know we quickly spoke about the model of the robot youre sending which is RV1001AE - this is the same model of Robot I have where I am experiencing issues. I have attached the picture of my current robot including its self empty base. I was hoping you could send me a different model with self empty base - maybe this one https://www.sharkclean.ca/products/shark-ai-robot-self-empty-zidRV2502AECA?ds_rl=1297295&ds_rl=1297295&gclid=EAIaIQobChMI5M38mOKU-QIVEsmGCh2iQQHnEAAYASAAEgIdC_D_BwE&gclsrc=aw.ds

Attached is the picture of the one I currently have which doesnt work.

Best,
Rohit

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,
Rohit

Business Response
Date: 07/28/2022
Dear Rohit,

It was a pleasure speaking to you today. We have setup the order for your Robot to come back to us and we will send out a new one as soon as the prepaid label is scanned in at ****** We have fixed your shipping address and sent you the model you requested.

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
Initial Complaint
Date:07/22/2022
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 was attempting to make a purchase of an air crisper frying basket to go with an air fryer that I purchased. I was trying to make the purchase. The initial attempt to make that purchase is Order #********. While doing so, I apparently made an error while entering the credit card information, so the I was notified not on the spot, but later that the transaction didn't get approved so the order was canceled. I didn't get offered a chance to correct the error. They just canceled the order. Upon receiving that news, I made a second attempt to order the basket using a different credit. All of the other information connected to the order remained the same (The item order, my name, shipping address, etc). This time the transaction was approved (Order #********). I was told told to expect the shipping information soon. After a couple of days when no shipping information came, I again reached out to customer service via chat typing and I was told that the second order had also been canceled, only this time they didn't even attempt to contact me to let me know. When I asked why, their response was the **************** won't approve any sales to a person once a credit card failure occurs. Mistakes happen. What gives? I just want to buy the basket because I can't get it anywhere else.
Business Response
Date: 07/22/2022
Dear *****,
It was a pleasure speaking with you today. We have setup the order for your new Foodi 8-QT Unit **** & Crisp Basket which you should receive within 3-5 business days. Please keep an eye on your email for the tracking number from ***** 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: 07/22/2022
[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:07/21/2022
Type:Product 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.
Their website is extremely unfriendly. I have tried to contact them via phone and email. I can't get through on the phone and an email address is not easily found along with a nonexistent unsubscribe button. Can you help me get unsubscribed from their email list. It is a constant barrage of unwanted emails and no way to stop them. My address is *******************
Business Response
Date: 07/22/2022
Dear *****,
Sorry to hear you are having an issue unsubscribing from our emails. We have sent your information off and we will look into this matter. In the meantime, have you scrolled to the bottom of your email and there you should see a hyper link with the word unsubscribe?

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
Initial Complaint
Date:07/20/2022
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.
My wife and I purchased the Ninja Creami in January and weve used it off and on during the last 6 months. On Sunday while re-spinning, the machine started to smoke and then blade melted through the plastic. Appearing to ruin both the blade and the stand. Weve been calling customer service every day since. Weve twice been told wed receive a call back from the escalation department, but its been radio silence. So we have a 6 month old brick.
Business Response
Date: 07/21/2022
Dear *******,
Dear *******,

We're sorry to hear you are having an issue with your Ninja Creami. We are also 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 and sent you an email regarding a call back with a preferred contact time.

If you prefer, you can also reach out to our **************** team via phone to ********************** ************** Monday - Friday, 9am EST to 5pm EST.

Kind Regards,

*******
Shark/Ninja Escalation's
Initial Complaint
Date:07/18/2022
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 purchased a Shark vaccum cleaner less than a year ago and I've had multiple problems with this unit to the point that I got so frustrated with this company that I stopped my last payment to them only because I was not allowed to speak to someone in management about all of the issues that I keep having with this new unit I feel like I was Givin a refurbished unit because of all the malfunctions that keep accruing. My account then was sent to collections in which at this time I was refused service until the balance was paid in full so I obligated the balance was paid in full on Jume 13, 2022. Since then I placed several calls in reference to my unit not functioning and once again I was told that as of July 13 my balance in which was paid off that there collections department never updated the system so I have to wait meanwhile I have a non-functioning unit that's sitting in the corner and I have severe allergies. At this point legally Shark is wrong you can't hold ne responsible for your collections department not releasing that a pay in full was received by me and you keep denying me service this is all wrong I'm so frustrated that I wish that I could get a complete new unit that works or a full refund and I will glad return this non-functioning vaccum cleaner.
Business Response
Date: 07/20/2022
Dear *******,

It was a pleasure speaking to you today. We have setup the order for your new AZ2002 to come out to you within 3-5 business days. Once you receive the unit, box up your old one and put the prepaid label on the box and drop it off at the nearest ***** location.

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: 07/26/2022
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:07/17/2022
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.
Basic details: - order number: 12981223-00 - ordered robot vacuum and accessories - order date: 5/28/2022 - first ship date: 5/31/2022 - second ship date: 6/7/2022 This complaint is based on two tennents. First: For some reason unbeknownst to me, SharkNinja failed to charge my paypal account for this order. Initially the charge showed up on my account right after the order, but in the ********************************************************************************************************************************** about the matter. Finally, an email arrived stating they were unable to charge my card. I called the number as instructed and talked to a representative. That representative said in summary that there was nothing she could do and that I could just continue to use the product and would not be charged. A dubious statement, but as she was unwilling to help me make a payment I left it at that. Two weeks later I receive another email, threatening "further grievances". I again called, and talked to a very unhelpful person who said she was unable to charge my paypal or accept a different credit card for the purchase. They only thing I could do was call paypal and ask them why the charge was rejected. I asked for a supervisor, and was told one would call. They never did. I called again same day 6/28, and again asked for a manager. I was again promised one would call, they never did. Second: After many phone calls and an initial BBB complaint they were finally able to take a credit card and take my payment. Now however, they issued a third email saying I am being sent to collections, and this is after the confirmation of payment from one of the supervisors. I require that the harassment stop immediately and that full restitution be made for my credit, time, and harassment.
Business Response
Date: 07/19/2022
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 to have this matter rectified as soon as possible.

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: 07/19/2022
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

Yet another copy and paste answer. You are attempting to send me to collections for a debt that has been fully paid. This is predatory business practice and you need to fix the issue before anything can be considered resolved.

Regards,
*****

Business Response
Date: 07/21/2022
Dear *****,
Sorry that you feel this way regarding our response to the issue you were having. We escalated it off and see that you were speaking to one of our customer service agents and the collection has been removed from your account. We apologize for the 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
SharkNinja Escalations Team
Customer Answer
Date: 07/22/2022
[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.

Closed under protest. The matter was finally resolved, but it again wasted hours of my time. I have had nothing but problems from this company, and all I wanted to do was make a simple purchase, should be easy right? Something is systemically wrong within Sharkninja and management needs to address this. Communication ***** and customer service is awful. Worst experience I have ever had purchasing something online, and I buy 80% of my stuff online, so that is saying something. Shame on you!!

Regards,

*********************
Initial Complaint
Date:07/16/2022
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 from ******** I have been trying to connect it to our home Wi-Fi and have been unsuccessful. I have been calling for two weeks to get some assistance and have not been successful at all. When I finally spoke to the escalation I was instructed after trying 15 other troubleshooting steps to reset my network settings on my device. The agent stated he would call back. Once I powered my phone on i has a new voicemail from agent to return the call. I returned the call and now I have to have snifter escalation ticket opened for them to continue to troubleshoot. This has been going on 2 weeks and Im still no where closer to get a resolution. The language barrier also makes it more frustrating because I cant understand half of what is being said to me. I have been asking for a supervisor and have been told no one is every available. I am requesting my product be swapped for one that works
Business Response
Date: 07/19/2022
Dear *******,
We're sorry to hear that you have been having this issue with your Shark Robot. We have escalated your issue off to one of our supervisors in the **************** and they will be reaching out to you as soon as possible.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST. with your customer number **********.

Best regards,

******* on behalf of
SharkNinja Escalations Team
Initial Complaint
Date:07/15/2022
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.
A couple of years ago (can't recall the exact date but does not effect validity) I purchased a robot vacuum directly from Shark/Ninja and paid for a lifetime warranty. From first use to now, the vacuum never functioned properly. 1 1 - The robot requires a smartphone be connected to offer all functions - Every time, after enduring the annoying process of allowing the robot to wander aimlessly around the house in order to make a floor map (the process can take several days to a week or two) the map is erased every time Apple sends out a security update. Which is very often. I have apron 50 other apps and none of them loose my information upon an update.2 - Even when a map has been completed, saved and I go through the process of creating and naming the rooms, the robot does not appear to utilize a map and wanters around the home without clear direction. Simply doing a back and forth cleaning path, never going directly to the room I specify to clean. Nor can it ever find its home dock.3-The vacuum doesn't pull all the dust and hair into the collection area, with everything getting stuck within the teeth near the roller.I called a few months back and spoke to someone about the issues. She told me to reset the robot and try remaking the map and see of it works. If not, she said call back and they would replace the unit.I did so and it still didn't work properly and once again, the map was gone after an iPhone update.So I called Shark/Ninja and this time was told they would not replace the unit unless I went through the process again. This time then running it on ECO mode (why when Id never use ECO mode) and a bunch of other steps requiring weeks.This is absurd. I followed the steps I was originally told and now they are moving the goal post. Requiring a great deal of effort just to verify thew problem which Ive already informed them of. How much work should a person need to put forth in order to make an item function properly as advertised?
Business Response
Date: 07/19/2022
Dear *****,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************. We attempted to reach you and got the message "party you are trying to reach is not accepting calls" We sent you an email as well requesting a preferred contact time so we can reach out 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: 07/19/2022
[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.]
Hello,
The response received is only a note stating they have tried to reach me via telephone ("party not accepting calls" message is not something I'm aware of nor its origin.) along with an email to my personal email address. At this point, because there's not been any sort of resolution discussed, I prefer to maintain all communications like this one, through the BBB website. Because it is clear for their immediate response and verbiage, and as we both know, the business is always more accommodating with witnesses to the communications exchange. Below is the auto response generated from the BBB web portal. But the case is not yet resolved.
On a slightly different subject/note. As someone with an extensive retail background and customer service experience, I've been amazed at the brazen disregard for the customers experience and what seems to be a sharp change in pretty much every industry. Is it just me? The fact that companies either don't invest in robust customer service programs or just play the "squeaky wheel gets the grease" game. The fact that the issue wasn't resolved at the first customer outreach and requires pushback on the customers part and getting the BBB involved is a bummer and waste of time. I get it, that's what the BBB is for. But still, how frustrating. So thanks for the assistance.
Seeing how they responded so quickly brought to mind an issue I had with a different retailer last year, and the truly shocking way the situation was handled. I had to walk away from the whole thing because it was ***************** so much of my time and had become so infuriating, forty my sanity, I had to try too let it go. But as I type this I'm realizing, I've obviously not let it go. I can feel my face getting flush.
I'm hesitant to revisit the subject and am curious if BBB could assist me with the issue or will I just end up subjecting myself to more frustration. If possible, I would really love the chance to discuss and get some feedback regarding the situation before filing a complaint. I'm also curious to know if the regional BBB offices handle complaints in the same manner or better or worse than others. My home tel number is ************. I'd greatly appreciate it. If that's not possible, I completely understand.
Thanks & Regards,
***

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,

*************************
Business Response
Date: 08/29/2022
Hello *****,

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 send you a prepaid label to your email, which is good for 14 days. If you can please take the robot securely boxed to your local ****** Once received a refund would be processed. Please advise at ************************************** and reference your customer number **********, if this is an option you accept. We would be happy to get this started.

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: 08/30/2022
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.

This is regarding a case I filed with BBB and Shark Ninja hijacking the communications to be outside the BBB system.
Forwarded below is another auto generated response I just received from Shark. It looks as though they might have received the BBB complaint info from you as they are reaching out again but have now changed the name on the email from ******* to *****************, but it is still sent from Zendesk. It says so at the very bottom of the email. Also, the bit about not being able to leave a voicemail is not true. They used that excuse before as well. Just last time they said my phone number didnt work. All my lines and messaging machine and service are working just fine. Last time, I responded with a time to reach me and they came back with the same response, that my phone didnt work. Im going to send them a time to call me and see if they respond that way again.

If I call the 800 number listed, there is no ****. It goes directly to a call center in *************** and is handled like any other service call. Sneaky sneaky

Thanks & Regards,
***
Business Response
Date: 08/31/2022
Hello *****,

We want to make sure we help to the fullest. You do wish to send the complete robot system you have back via ****** If so we can set up a prepaid label that is good for 14 days. Once the unit is received back at the warehouse a refund is processed for the complete cost to which you paid.

Regards

****

Customer Service Team
SharkNinja Operating LLC
Ninja Help Center
Customer Answer
Date: 09/14/2022
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 point I am at, they are (Shark Ninja) is awaiting me to ship the item back for a full refund. I have finally received a shipment which I can utilize the box for the return, but I am still in need of a little additional packing fill to ensure everything us secure. So I am awaiting a couple of shipments from Amazon which I hope will contain the correct size/type of fill material required. I would not consider the case close until I have the full refund in hand.

***
Business Response
Date: 09/14/2022
Hello *****,
We connected earlier and you advised you were waiting on more packing materials. Where your unit is used, we are not worried about it being completed wrapped as long as secure in a box with the new prepaid label that was sent today for you. As soon as we get it back to warehouse the full refund process will start.
If you have any other 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 Center

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