Complaints

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

close

Find a Location

Shark Robot LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shark Robot LLC

  1702 W 500 N Springville, UT 84663-1093

• 

  Shark Robot LLC

  1275 N 750 W Ste 200 Springville, UT 84663

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2024

  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 6/5/24, I placed an order with Shark Robot (#******** with six items: a mini acrylic standee for $9.95, a regular acrylic standee for $19.95, two pin boards at $14.95 each, an enamel pin for $9.95, and a sticker set for $14.95, with a Subtotal of $84.70, shipping of $13.26, tax of $6.22, and a total of $104.08. This is the only order I placed. Three days later, on 6/8/24, I got a second email, notifying me that my preorder items from the previous order had been confirmed, with an order number of #*******. I did not realize at the time I was charged a second time for those three preorder items. I received all six items on 8/19/24, but I also received duplicates of the preorder items. I checked my bank and realized I’d been charged for my actual order, but again for the preorder items: the enamel pin for $9.95, the regular standee for $19.95, and the sticker pack for $14.95, as well as additional shipping of $7.23 and tax of $3.31, totaling $55.39. I did not place the order on 6/8 that I was charged for. By the time I figured this out, I was told I only had fifteen days to return the items if I wanted my money back. I am disabled and at the time this was not possible. Now it has passed the 15 mark so I can’t return the items according to Shark Robot and can’t get a refund even though they charged my account without my knowledge or permission. I want a refund and I shouldn’t have to pay for any shipping to return the items. I shouldn’t be responsible for returning the items at all because I didn’t order them, but bare minimum I want a refund of $55.39. In total I paid

  Business Response

  Date: 09/11/2024

  Greetings!

  It does appear that we had issued a return label for order # ******* to have the items returned to us for a refund for the duplicate items, but the items have not returned. If you are still willing to return those items, we will gladly issue a refund for the cost of the items. 

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order ******* on 11/26 for $53.64. Order still had not shipped with no warning or details at the time then order was placed that there was a delay in shipping out orders. I asked to speak to a supervisor and instead my order was cancelled not at my request! I wanted these items for my niece for Christmas. And the customer service has been less than helpful or friendly. They literally just wrote - sorry about that -when I expressed my unhappiness and request for further help.

  Business Response

  Date: 12/16/2023

  It does appear that this order has already been cancelled and refunded due the threat of a chargeback. 

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My request was to have a shipping refund and to speak to a supervisor. If it was still not rectified, only then would I have requested a stop payment from my credit card. But your customer service people could not be bothered reading my emails appropriately. The second time I emailed,  I received the same canned response as my first email. Then when I reached out on Facebook Messenger, all I got in reply was; I'm sorry. 

  Perhaps pay more attention to your customer's needs. My niece really wanted these items and now, she wont be able to get them at all due to your company's ineptitude. 

  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:12/04/2023

  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.

  I placed an order (*******) for two enamel pins and a hat. The hat was a pre-order, while the pins were already in stock. I've ordered from this company multiple times so I know that the pre-order hats are made to order and do not ship out as quickly as the in stock items.
  
  I received an email stating that my order would be delayed due to one of the items being a pre-order, which I fully expected. I received part of the order, only the pins. I never received the hat.
  
  I followed up asking for an update on the hat. Support is refusing to refund me or send me the hat. They are telling me that I should have contacted them within 7 days of receiving the package if something was missing. However, I did not believe it to be missing because the hat was a pre-order and was not ready at the same time the pins were. The hat was to come in a later package.

  Business Response

  Date: 12/05/2023

  Our policy states that we require to be notified of an issue within 7 business days of the package arrival to receive a replacement or refund. 

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand what they are saying. However, Shark robot is the organization that advised me my order was delayed, specifically because of the pre-order item. The pre order-item (hat) is the one that didn't arrive. I was taking their communication at face value, that there was a delay. I had no idea that there was an issue until enough time had passed. 

  I have ordered from them multiple times on the past and have received items from one order in separate deliveries because items that I ordered were pre-orders. Based on their email and previous experience with them, I had no reason to think that there was an issue until after the 7 days. 

  
  
  Sincerely,
  
  
  
  ******* ***********

  Business Response

  Date: 12/07/2023

  Our apologies, but we do have to follow our policy. 

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is flat out theft. I paid for a product and never received it. It is entirely unethical and irresponsible that as a company you either don't understand how to provide acceptable service, or you don't care to. 

  As I have pointed out several times, your policy is irrelevant because you gave me notice that the item was delayed. You are at fault. I am doing my due diligence as the customer by following up. I have absolutely no intention of giving you my business in the future. Please refund me the amount for the hat and we can cease interactions. 

  
  
  
  Sincerely,
  
  
  
  ******* ***********

  Customer Answer

  Date: 12/11/2023

  I am able to provide the email for order ******* where they informed me that the order had been delayed due to one of the items being a pre-order. I can also provide emails related to a previous order, ******, which I was notified would be delayed due to the same reason. However, they also informed me that the order would be split up. This is evidence that they have and will break up orders if is for multiple items and one of them will cause a delay due to it being a pre-order.
  
  Additionally, Shark Robot had asked me if I still had the packing slip to prove whether the hat was missing. This does not make any sense. Even if I did still have the slip and it did note all three items, that doesn't change the fact that the hat was not in the box with the pins that I ordered. Their logic is flawed.
  

  Customer Answer

  Date: 12/12/2023

  Here is the email I received when the package was shipped.