Complaints

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:04/08/2025

  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.

  June 5, 2024 I purchased Order Number US01276393, an iRobot i5+ from the manufacturer. It includes express and implied warranties. The express warranty lasts one year. There is an implied warranty of merchantability. Both warranties are breached. I contacted iRobot via telephone *************) on 3/31/2025 six times; on 4/7/2025 one time; and on 4/8/2025 one time (unsuccessfully). I contacted iRobot product support via email on 3/31/2025 two times; on 4/7/2025 three times. The nature of my complaint is that my iRobot i5+ is defective as to its hardware. At various times, the robot will not connect to Wi-Fi, to its base, its wheels will not work in tandem, its battery requires replacement, its dust bin gives a "dust bin full" error even where it is not full. The iRobot Corporation has recommended about 30 tasks that I perform to remediate the issue. I have completed each task sedulously and diligently. However, the issues persist. My product is within the express warranty period. Yet, the iRobot Corporation will not extend a full warranty replacement product to me, or refund me my entire purchase. What's more, the implied warranty of merchantability has been breached since this robot vacuum cleaner is incapable of performing the ordinary tasks for which it is marketed online and elsewhere. Therefore, I request that the *** recommend to the iRobot Corporation to honor its express warranty and to honor the implied warranty of merchantability by refunding my entire purchase price and / or replacing in full my iRobot i5+.

  

  Business Response

  Date: 04/11/2025

  Dear *******,
  
  Thank you for reaching out to us about the issues you're experiencing with your Roomba i5]. We genuinely appreciate your detailed feedback and want to address your concerns thoroughly.
  
  First and foremost, we want to acknowledge the frustration you must be feeling with these multiple issues. Our products are designed to make your life easier, and we're sorry to hear that your experience hasn't met those expectations.
  
  Regarding the warranty status of your device, We've carefully reviewed your account history. I understand there might be some confusion, but we need to clarify that your product is no longer under warranty. Our records indicate that during a previous interaction with our support team, it was determined that the device had experienced liquid damage or other physical damage that voided the warranty.
  
  We recognize this might not be the news you were hoping for, and we want to assure you that this decision wasn't made lightly. The implied warranty of merchantability, while important, doesn't typically apply in situations where damage has occurred after the product left our care.
  
  However, we still want to help you find a solution. While we can't offer a free replacement or repair under warranty, if you are interested in replacing your robot, we could explore the option of offering a discount in the purchase of a robot that is currently not in sale.
  
  Looking forward to your reply.
  
  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:03/28/2025

  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 an IRobot J9 that is still under warranty and stopped working. I called support and they said that it was under warranty and would be replaced, but escalated to some "safety escalation department" that continues to ask for more and more pictures (for their documentation). They require me return the faulty item to them so there is no reason for me to waste my time sending them pictures of an item I'm going to mail them anyway. I just want the replacement item. "*****" has been no help whatsoever. Of course, I'll accept the replacement, but given my experience with iRobot, i'd just prefer a refund, so I can take my money to a company that values their customers.

  

  Business Response

  Date: 04/07/2025

  Hello *******,

  Thank you for reaching out and sharing your concerns. We understand your frustration and apologize for any inconvenience you have experienced.

  We can confirm that your product is still under warranty. However, due to the nature of the issue you have reported, our Safety Team needs to assess and document the product before we can process a replacement. This step is crucial for ensuring the safety and quality of our products.

  Regarding your request for a refund, we regret to inform you that the return/refund window has already closed. As per our policy, refunds are only available within a specific timeframe, and beyond this period, we can only offer replacements for products under warranty.

  We kindly ask for your cooperation in providing the required documentation requested by our Safety Team. Your assistance in this matter will help us expedite the replacement process and ensure that such issues are properly documented and addressed.

  We appreciate your patience and understanding. If you have any further questions or need assistance, please do not hesitate to reach out.

  Best regards,

  iRobot Customer Care

  Customer Answer

  Date: 04/07/2025

  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. 

  iRobot continues to move the goalposts about requirements to replace a totally faulty device. They have a picture showing that the item is 100% non functional. There is no need for them to waste my time asking for more photos. They can send me a replacement (or a refund) and a label to ship the faulty device back to them and they can take pictures all over it. They can even take selfies with it if they want. I don't care. I'm not going to waste more and more of my time so that they can not do their job. The product is under warrantee and they simply don't want to abide by the terms.  
  
  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: 04/09/2025

  Hello *******,

  Thank you for your recent communication regarding your warranty claim. We sincerely apologize for any frustration you've experienced during this process. We value your time and want to assure you that our intention is not to create unnecessary steps, but to resolve your issue as efficiently as possible. We understand your concerns about what you perceive as "moving goalposts." Let us assure you that our warranty process is standardized to ensure fair and consistent treatment for all our customers. The documentation we've requested is a crucial part of this process, allowing us to:

  - Accurately assess the issue with your device
  - Determine the most appropriate solution
  - Expedite the warranty claim process

  While we appreciate the photo you've already provided, our warranty team requires specific documentation to proceed with your claim. This is not to doubt your word, but to ensure we have all the necessary information to serve you best.

  Once we receive this information, we can immediately process your warranty claim and determine the next step. Our goal is to resolve this issue for you as soon as possible, and providing this documentation is the fastest way to achieve that. If you have any questions about what's needed or if you need assistance in providing the documentation, please don't hesitate to reach out. We're here to help and want to ensure you have a positive resolution to this situation.

  Thank you for your patience and understanding. We look forward to resolving this matter for you promptly.

  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:03/24/2025

  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 owned 4 Roomba vacuums and mops and quality continuously goes down hill. My most recent issue involved our Roomba i5+. I originally contacted ****** on Feb 26 regarding issues with the vacuum not emptying, giving multiple error codes including sealing issue. The vacuum was purchased in April 2024, within the 1 year warranty. They denied the claim because I did not have the proof of purchase receipt. Why do we register the product, if it is not associated with the warranty. I was able after persistence able to get a copy of the original receipt from an authorized dealer (Canadian Tire) and they still deny the warranty claim. I feel like they are stalking to April, when it will be outside the warranty period.

  

  Business Response

  Date: 03/25/2025

  Hello ****,
  
  We are sorry to hear that you are not enjoying your Roomba Combo i5+, this is not the experience we want for any of our customers.
  
  We had to dig into our system a little because your robot and claim with support isn't logged under this same email address, but under ************************ After reviewing the documentation provided, we can make an educated guess that your robot was purchased from an authorized reseller, although the documentation presented is not the required. Please bear in mind that we'll always require a valid receipt from a valid reseller. For the time being, we can validate your purchase with a level of certainty and will be glad to continue helping.
  
  From your interactions with Support on ticket # ********, we understand that the robot is presenting a sealing error and it is not evacuating. We'll be glad to proceed with the replacement of your robot, for one of the same model or the closest one in the next Tier, depending on inventory. Please reply to confirm:

  Shipping Address: **********************************************************************************************
  Phone Number: **************

  Looking forward to your response.

   Thank you,

   iRobot Customer Care

  Customer Answer

  Date: 03/25/2025

  [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/roomBa. 
  

  Hi. 
  

  I can confirm this is adequet and thank you for your response. 
  

  I can confirm the address for shipping,etc and look forward to my replacement unit. 
  
  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:03/15/2025

  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 this Roomba vacuum on November 28th 2024. From best buy. The description said there was a one-year warranty. I purchased this vacuum as an open box in excellent condition. Meaning it worked like a brand new. I paid nearly $1,000 for this vacuum. With the understanding that it came with a one-year warranty. A couple of months into the purchase I began to have issues with the vacuum. The battery was not being detected. I took the battery out for 24 hours. I cleaned the battery. I cleaned the whole unit. I reset the whole unit. I cleaned the charging ports. I did everything I knew to do. And after struggling with it for 2 months I called roomba. Knowing it was under warranty. The representative told me that because I purchased this Roomba as an open box the warranty was no longer valid. Because the original purchaser purchased it in 2023. I have included the email of her explanation. I contacted Best Buy and they told me that the product is actually under warranty. And that ****** is responsible for replacing the parts. I purchased this item under the expectation that I would have a one-year warranty. Now that I'm seeing that I do not have a one year warranty I want a full refund. This is a scam. I paid $1,000 for this vacuum. For it to not work 4 months later is ridiculous. I have included a receipt of my purchase, a screenshot of the description showing that I have a 1-year warranty, and email from customer service of roomba, and a screenshot of the error I constantly get.

  

  Business Response

  Date: 03/19/2025

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Combo j9, this is not the experience we want for any of our customers.
  
  After reviewing your interaction with Technical Support, we have determined that there is a small batch of Open Box items that are being sold through Best Buy and we have cascaded down the information to prevent future inconveniences. We'd like to extend an apology for the miscommunication.

  We can go ahead and place an order for your battery, but first we'd appreciate your help sharing the shipping address and phone number to complete your profile.

  Looking forward to your response.

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 03/19/2025

  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 # ********. 

  My shipping address is
  *********************************;

   Cabot AR 72023 

  Phone: ********** 

  If I am not given a 1 year warranty, I do not want a battery but rather a full refund. I am not going to have to contact higher authorities everytime something goes out on this vaccume. And given that it is giving me issues 2 months in, I expect further issues. Best buy has a return window of 14 days... So this vaccume was used max for 14 days before it was returned as "open box". I was sold a lemon for nearly $1k...not cheap. And now having to fight for the right thing to be done to make it right. I have been an irobot customer for YEARS. I have 3 robots CURRENTLY in my home... And this whole situation has put a bad taste in my mouth about ever using this company again. 
  
  FAQ
  
  Regards,

  ****** *****

   

   

  

  Business Response

  Date: 03/25/2025

  Hello ******,
  
  We see that you are now in touch with our Safety Escalations Team and on route to your base replacement.
  
  Should there be anything else we may assist you with, please let us know in a reply.

  Regards,

   iRobot Customer Care

• Initial Complaint

  Date:03/11/2025

  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 a dry/wet irobot vacuum. It will not charge, therefore rendering it useless. The company refuses to replace or refund,

  

  Business Response

  Date: 03/13/2025

  Hello *****,
  
  We're sorry to hear about the charging issues with your Roomba Combo j9+, as well as the issues interacting with Support.
  
  We'd like to extend my sincerest apologies for the lack of follow-up. We deeply regret any inconvenience this may have caused you and are committed to resolving this matter as soon as possible.
  
  In order to further assist you and diagnose the problem accurately, could you kindly provide us with the following photos:
  1. The robot turned upside down.
  2. The charging contacts on the docking station.
  
  Your cooperation is greatly appreciated and will help us expedite the troubleshooting process. Once we receive these images, we'll promptly review them and get back to you with the next steps.
  
  Thank you for your understanding and patience. We look forward to getting this issue resolved swiftly.
  
  Regards,

  iRobot Customer Care

  Customer Answer

  Date: 03/13/2025

  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 troubleshooting was already done and they are wasting my time. Further, you wont let me upload the pictures and they did not even indicate where they should be sent.

  [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,

  *****

   

   

  

  Business Response

  Date: 03/19/2025

  Hello *****,
  
  We usually do not have any issues with files being uploaded to the BBB platform from customers. However, you may refer to Support Ticket # 10726028 from *************************************** to continue assisting you.

  Again, we'd appreciate your help with the following:

  1. A photo of the robot turned upside down.
  2. A photo of the charging contacts on the docking station. Try to snap them with good natural light (no flash) and as up close as possible.
  
  Thanks in advance.
  
  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:03/03/2025

  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 robot vac in May 2024, hooked it up approximately 45 days later. It has never worked. It does not dock, fill with wash water, clean where it is directed, etc. The latest issue is that now it doesn't even recognize its own battery. I have tried contacting customer support, I have worked through numerous tutorials and "fixed" all to no avail. The warranty states they will return it within 30 days or repair/replace within the first year. They will not replace this unit for me, even tho the problems are numerous. They keep wanting to troubleshoot and fix one issue here, one there. I simply can't do this anymore. I bought a robot vacuum because I didn't have TIME to spend on my floors, due to current family issues. What could possibly make iRobot think I have unending time to continue troubleshooting?

  

  Business Response

  Date: 03/04/2025

  Dear ***,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9+ with Auto-Fill, this is not the experience we want for any of our customers.
  
  We're pleased to inform you that, upon review of your contacts with our Support and Escalations teams, we found order number is # ********, under support case # ********. The order for a replacement vacuum has been processed, and you can expect it to arrive shortly. Here's the Tracking Number for your reference 1Z19F1V80305883242.
  
  If you have any further questions or need assistance with anything else, please don't hesitate to reach out. We're here to ensure you have the best experience possible with our products.
  
  Thank you for your patience and understanding throughout this process!
  
  Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:02/24/2025

  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 room a from iRobot using their refurbished program on ****. The first time I used it the robot wouldnt empty. I contacted **** who told me to contact iRobot and I did. Every time I communicated with iRobot they told several days to several weeks to respond. Finally they said they sent me packing materials to send it back (which I never received). I finally paid out of pocket to have it packaged and used their shipping label. It took several weeks to come back. Immediately, upon first use, it wouldnt empty. Then they told me I was out of my warranty (because of all the delays) and they wouldnt fix it. I bought a paper weight for 316 and the company purposely pushed me out of my warranty with unnecessary delays and then never fixed it.

  

  Business Response

  Date: 02/26/2025

  Hello ****,
  
  We are sorry to hear that you are not enjoying your Roomba j7+, this is not the experience we want for any of our customers.
  
  After reviewing your support tickets and robot's diagnostics, there's logs of a clogging issue. We'd like to ask your feedback on the following:

  Ensure that the correct bin is installed, it should be the one with the evac port on the bottom (green rubber flap).
  Ensure that the bottom tubing is removed, to get rid of an actual potential clog situation.
  Make sure to check that there's no debris blocking the port on the Clean Base, as well as the Bin's.
  Once the above is confirmed, please try emptying the bin while the robot is on the Clean Base by pressing "Empty Bin" from the App.
  Regardless of the outcome, please also try emptying the bing by pressing the big button on the robot for a few seconds.

  Looking forward to your comments.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:02/21/2025

  Type:Product 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.

  iRobot's customer support regarding my Roomba j7+ has been frustrating and prolonged. I initially contacted them on February 6th, 2025, after having received four replacements for the same recurring issue over the past five months. During this interaction, I inquired about the possibility of upgrading to the Roomba j9+, which I own and have found to be problem-free.The company's response was that the issue with the j7+ was software-related and that they were working on a solution. I received no follow up after that so I reached out again on February 14th, 2025, reiterating my request for information about a potential upgrade to the j9+ and its associated cost. Once more, the response was that they were still working on resolving the *********, on February 21st, 2025, I've received an email stating that they intend to close my repair request. This decision seems premature and inconsiderate, given the ongoing nature of the problem and the lack of a satisfactory resolution.The extended timeline for addressing this issue is concerning, especially considering that:1.I have had four replacements in five months, all exhibiting the same problem.2.The company has acknowledged it as a software issue but hasn't provided a timeline for *************** reasonable request for an upgrade option has been repeatedly ignored.The company's inability to resolve a known software problem across multiple replacement units, combined with their reluctance to offer alternative solutions like an upgrade, is disappointing for a customer who has invested in their product.

  

  Business Response

  Date: 02/26/2025

  Hello ***,
  
  We are sorry to hear that you are not enjoying your Roomba j7+, this is not the experience we want for any of our customers.
  
  After reviewing your case, we do see incidences of Sealing Error (352), however, while checking your interactions with support across the tickets submitted, we are yet to determine if the robot is actually emptying the bin, but continues to display error 352. We'd appreciate clarification on this important bit. 
  
  Looking forward to your comments.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 02/27/2025

  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. 

  I rejected because it was the only way to answer the follow-up question. 

   
  I wanted to express my appreciation for asking if the bin is emptying properly. Throughout our months of communication, no one has inquired about this specific detail, and it highlights your diligence in addressing my concerns.

  Living in a small household with just my husband and me, both retired, we have found it beneficial to use the Roomba daily. Its primary role is to pick up any stray items that might have been dragged into the kitchen or utility room entrance, supplementing our regular vacuuming routine. This setup has been particularly helpful as bending to clean has become more challenging for us.

  Given our usage, the Roomba does not collect a significant amount of debris in each cycle, making it difficult to determine if the bin is emptying effectively. I have occasionally checked the collection bin on the Roomba itself, as I too have wondered if it was emptying properly. It appears to be working, but there have been instances where I needed to manually empty it because some debris remained.

  Additionally, I have noticed that this particular Roomba model tends to leave debris on the docking station underneath it. This requires periodic cleaning with a handheld vacuum to prevent issues with docking. I believe that accumulated debris can cause the Roomba to struggle with docking, leading to difficulties in charging. This model has experienced more docking problems and getting stuck compared to my other Roomba models, such as the J9+ and i, which do not have these issues. It seems there might be something unique about this unit that contributes to these challenges.

  Please let me know if there are any other questions or information you need to assist in resolving these issues.

  Thank you again for your attention to detail.
  
  Regard

  ***

   

   

  

  Business Response

  Date: 03/04/2025

  Hello ******,

  Thank you for your thoughtful email! I truly appreciate your detailed insights regarding the Roomba's performance in your household. It's wonderful to hear how beneficial it has been for you and your husband.

   Regarding your observations, it's not uncommon for vacuums to leave a small amount of debris in the bin, especially when used daily. If you're only noticing a small portion of debris remaining, this is generally considered normal behavior. A quick fix for this is to simply press the "Empty Bin" button from the app, which can help ensure that any remaining debris is properly cleared.

   I understand your concerns about the docking station and the debris accumulation underneath it. It's possible that if the rubber flap is not properly positioned or is bent, it could contribute to this issue. To assist you better, could you please send me a photo of the bottom of the vacuum bin? This will help us assess if there's anything that needs adjustment.

   As for the sealing error you've mentioned, it appears to be largely related to a software issue that is currently being addressed. A replacement of the vacuum, the bin, or both is unlikely to resolve this, as it seems to be a false positive stemming from the software. We're working diligently to address and fix this false error.

   If you have any more questions or need further assistance, please feel free to reach us back. We're here to help!

   Best regards,

  iRobot Customer Care

• Initial Complaint

  Date:02/10/2025

  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 am writing to express my frustration with iRobots handling of my warranty claim and the conflicting information provided by your representatives. It is unacceptable that a company of your stature would fail to honor its warranty terms and provide misleading information. I have always trusted your products, but this experience has severely damaged my confidence in iRobot.Per your website, the iRobot Limited Warranty provides one-year coverage from the purchase date. I bought my unit on December 17, 2022 (Order #US00348789), with an extended two-year warranty, extending my coverage through December 17, 2025. If a company sells extended coverage, it must uphold that agreement or risk engaging in deceptive business practices.Your website states: "Each eligible product sold at iRobot comes with a limited one-year warranty. Once the manufacturer's warranty expires, the coverage from Protect begins."On February 10, 2025, at 12:18 PM, I spoke with Agent ****** *., who confirmed my units were covered until December 2025 and that a claim would be processed. However, later that day, at 5:19 PM, I received an email stating:"I was misinformed, and I misinformed you. The extended warranty has expired, and they will not be sending you a unit."This inconsistency is unacceptable. Two agents confirmed my coverage, yet your ******************* later denied it. This demonstrates either a communication failure or a deliberate attempt to avoid honoring a valid claim.I demand that iRobot review my recorded call from February 10 and provide a written explanation of this contradiction. I expect my claim to be processed as originally confirmed. If this issue is not resolved, I will escalate my complaint to consumer protection agencies and consider legal action. I look forward to your prompt response.

  

  Business Response

  Date: 02/12/2025

  Hello *******,

  Thank you for bringing your concerns about the misinformation provided regarding your Extended Warranty, this is not the experience we want for our customers and we'd like to extend an apology for the inconveniences caused.

  We have placed orders 08351122 and 08351129 for a replacement robot and base. Please make sure to keep your current battery since the new robot is a stock unit that has not been adapted one. We'd like to share our Support Article How to Care for my Robot Mop?, when regularly serviced, you can resolve and prevent performance issues with your robots.

  For any other questions, please let us know.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:02/08/2025

  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 my iRobot roomba through ****** in November, 21 2024. Paid over $300 and the unit no longer cleans outside of 1 room. I have been in contact with customer service for 2 weeks now. They put the blame on worn out wheels that somehow occurred within 2 months and wont replace it or the worn wheels because it wasnt purchased through them but instead was purchased through an authorized distributor. There is no accountability for a faulty unit that spends 3-7 hours trying to map a single room and fails to leave the room. I have spent an hot plus in the phone every time I spoke with them. I provided every single piece of documentation and photos and information that they requested for them to simply say my wheels are worn out on a 2 month old unit.

  

  Business Response

  Date: 02/09/2025

  Hello ****,
  
  We are sorry to hear about the issues with your Roomba i5, this is not the experience we want for any of our customers.
  
  After reviewing your ticket # 10662730 with Support and provided documentation, we can validate the response from Support that the robot was not acquired from an authorized reseller, these are valid authorized purchases as described in the receipt:
  Sold By:                                    Supplied By:
  **********                             **********
  **********                             Services LLC Other
  IRobot Store / **************************         ********** / Other

  From your last message we also understand that ****** has agreed to refund your purchase, we're glad that your return was accepted. Lastly, we're sorry to hear as well that you no longer intend to purchase an iRobot vacuum in the future but, as a general recommendation we'd like to advise that you always make certain that you're purchasing from authorized resellers from any brand or from their official website/store.

  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 02/09/2025

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