Business ProfileforiRobot Corporation

BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24

BBB shared the findings and recommendations with iRobot Corporation.

The findings appeared to show:

• Product reliability (warranty and repair issues)
  

• Customer service (refund and exchange problems)
  

• Product performance (service issues)
  

• Delivery and logistics 

iRobot Corporation on 7/21/24 responded to BBB with:

iRobot’s values align with the BBB recommendations. Many of the recommended programs already exist today at iRobot, and we are always iterating and working to improve our processes.

• Quality control:iRobot has a robust quality operation which is broken down by product and area. Hypercare efforts are run with each product launch.

• Customer Service Training: All of our customer care agents are put through a rigorous process of in-person training and self-directed training modules, followed by a shadow period with seasoned agents before they work independently.
  

• Our website provides detailed information on each of our products, including features, specifications, our 60-day home trial, warranty coverage, customer reviews, and pricing. We also offer a "Help Me Choose" feature and a "Compare Products" tool to assist customers in their shopping journey. Each of our products has a detailed owner's guide and we have an online database available on our website with access to hundreds of product-related knowledge base articles. Customers may also reach out to our Customer Care team with any product questions.
  

• iRobot utilizes UPS as our delivery partner. Our warehouse, logistics, and customer care operations teams work closely with UPS to settle delivery issues, disputes, and inquiries from our customers.