Customer ReviewsforNeato Robotics, Inc.

I purchased a D7 Vacuum from Neato and loved it. After a couple of years we upgraded to a D10, TERRIBLE IDEA. Within 3 months the D10 stopped working. I attempted to contact what they advertise as 24/7 Customer Support. I was unable to reach any one via chat or phone call. After sending several requests to for assistance through their contact us "email", I finally received a reply. I was given instructions on how to reboot the vacuum and trouble shoot, nothing worked. I shipped the vacuum back for repair. After a month I had not heard anything I emailed them again and was advised they were waiting for parts for my repair. Within a few days I received notice that I was receiving a replacement. The replacement came and it is a D8, an older model than the one I returned. At this point I was just glad to have the vacuum, however, when I opened the package there was a missing part. The part that is imperative to the vacuum b/c it is how the vacuum actually plugs into the wall to charge. I messaged them back and told them I needed the part and was advised that it would be sent. It has been yet another month and I still do not have the plug. I received notice from them today that they are out of stock for this item and it would be sent to me as soon as it was available. I loved my D7 and recommended Neato to multiple people who have purchased their product. Now I am regretting not only my purchase but also recommending their products to anyone.

Do not buy from this company. From their website: "Our core values of quality (not great) and experience (their business experience is terrible) can be seen in every aspect of the company (it cannot), from the people we hire (who are unable to be contacted) to product development and customer touch points" (what's a touch point? If that means their customer service the company is a failure)I purchased a D9 (9) months ago. It worked great until it didn't. I need to purchase a replacement battery (which has failed). This has proven to be a imposible. Their website lists the battery, it is unavailable to purchase. Their Amazon page is not helpful, not listing the battery. Their customer service is non-existent from what I can tell. I have contacted 'support' from their website with no resolution.There is not a 'live chat' available and no phone number to call...The (877) number listed on this BBB website is not valid.

Do not buy the D10 vac. From the beginning it would not perform. I started calling support the first week. It will not drive through my carpet. After speaking with support multiple times, I was told to establish my carpet as a stay out area. What good is a vacuum if it cant vacuum carpet? Neato refuses to refund my money. Their policy is 30 days refund only, yet there is no fix either.

DO NOT BUY THIS PRODUCT FOR MULTIPLE FLOORS. I just replaced my D7 for the D10. D7 can do multiple floors - D10 can't. Also your old extra base stations for use on multiple floors NO LONGER work. They now have a slim line one that you have to spend $100 vs $40 on. The product is nice but a complete downgrade in features from the D7 right now. DO NOT WASTE YOUR MONEY. Buy the D7 or lower. I am beyond frustrated that your site "use" to say it worked on multiple floors and other retail sites state this also. but yet the app says coming soon. What a joke. Overall features this is a huge downgrade from an older model.

After purchasing a D9 robotic vacuum last year and subsequently requiring consumable parts for continued use of the product, I placed an order that was never fulfilled by the business leaving my vacuum inoperable. The order went unfilled for over one month, customer service escalated the concern but never replied after three weeks more. They seem to be having fulfillment issues yet continue to sell to consumers knowing this is a product that will be unable to work in the near future.