ComplaintsforSharkNinja

Wholesale Small Appliances

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In July (7-18-24) I contacted Shark Ninja to help me with a Shark Vacuum that was not working properly. We established the vacuum was under warranty and needed a new part. The girl told me I would have to pay for shipping which I did ($16.91) and it was taken out of my credit card on that very same day. I have since called the company twice as the order was placed on "Payment Hold" and nobody there seems to know why. They told me on 8-9 (*******) that they would take it off and all should be well but still nothing, they told me again on 8-12 (****) that it would be taken care of and yet it still says "Payment Hold" when I look up the order so I think I may need some help to resolve this issue otherwise I have to consider this to be fraud as I have now paid for the delivery and it's just not happening.Thank you in advance for any consideration you can give this matter that may lead to a resolution ************************************* ************************************************************************************
Business response
08/15/2024
Hello ***********************************,
Thank you for contacting SharkNinja.
We are so sorry to hear that you have still not received the part that was ordered for you, we completely understand your frustration with this matter. We are currently looking into this issue and should have a response soon. We will have one of our agents reach out to you once we know more about what is going on.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Customer response
08/15/2024
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.

In July (7-18-24) I contacted Shark Ninja to help me with a Shark Vacuum that was not working properly. We established the vacuum was under warranty and needed a new part. The girl told me I would have to pay for shipping which I did ($16.91) and it was taken out of my credit card on that very same day. I have since called the company twice as the order was placed on "Payment Hold" and nobody there seems to know why. They told me on 8-9 (*******) that they would take it off and all should be well but still nothing, they told me again on 8-12 (****) that it would be taken care of and yet it still says "Payment Hold" when I look up the order so I think I may need some help to resolve this issue otherwise I have to consider this to be fraud as I have now paid for the delivery and it's just not happening. Thank you in advance for any consideration you can give this matter that may lead to a resolution ************************************* ***************************************************

As of 8-18-2024 SharkNinja has decided to cancel my replacement part order so this is NOT the outcome I was looking for. I need the part as my vacuum does not work as it should and when I went through this with their ******************** the put in the order for the replacement part see complaint for dates. There is really something wrong here when a company this size cant support the products they are selling to the public

Please advise

Regards

*****************************
Business response
08/19/2024
Hello *****************************,
Thank you for your previous response.
We do have an update on the issue that you are having, and we will have one of the representatives reach out to you soon in regard to this matter. Rest assured we will get your issue resolved.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Customer response
08/20/2024
[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
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a vacuum for approx. $400.00 usd.. about 5 years ago, I trusted the SHARK brand, and the vacuum has given me nothing but problems. All i want is a working vacuum replacement please. This vacuum motor turns on then off at random times whenever it wants. very disappointed with *****
Business response
08/08/2024
Hello Soban

We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We want to thank you for taking our call and speaking with us today. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

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
Initial Complaint
08/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
We had placed an order with SharkNinja directly when they were having a sale. After placing the order, we received the cancellation email and then we called today, 8/6/24. We spoke to a supervisor at the company and they said the 3rd party they use cancelled our order for security reasons. We did not receive a credit fraud alert from our bank and our card had more than enough credit for the order. After calling, the supervisor told us that the 3rd party has now blocked our address and info and we cannot order directly from them ever agaibn. We asked if there was a way for them to contact the 3rd party to rectify this, and we were told they had no way to reach out. We are now banned from ordering directly from SharkNinja for life. We are not resellers and we wanted these items for our new home. We need the BBB to intervene and assist with getting this issue resolved due to no effort by the supervisor we spoke to. We also have other Shark products we have ordered replacement parts for directly from the site. Now we cannot even order those. The supervisor "work-around" is to have someone else place the order and then have the items shipped tot heir home and then have them shipped to us, which is unstable and bad practice. We know there is a way to reach out to the 3rd party from them and they decided not to attempt stating "we have now ay to reach out" and "this is in place for the security for us and them".
Business response
08/06/2024
Hello *****,

We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We want to thank you for speaking with us today. As we discussed we have sent your information off for review. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.

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 response
08/07/2024
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.
Here is my response to the result:
The SharkNinja company did not remove us from the ban they put in place by a 3rd party automatic system due to "not being able to verify information". We made sure all info was entered correctly and their 3rd party automatic system rejected our order, even though there was no fraud or incorrect info provided. We are now banned from ordering from SharkNinja permanently with no contact attempt to even try verifying info. They say it is for the protection of both consumer and company, but this practice will ban people who just want to order items directly from SharkNinja. We believe this is not fair for the people who are in good standing and this system'there is no way for needs to be updated ASAP so these issues are resolved. All we wanted to do is save some money and get our items by ordering direct, and now we cannot even do that anymore because of a faulty 3rd party system they use and say that nothing can be done to reverse it. I have attached an email showiing their response and this is unacceptable.

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
08/07/2024
Hello *****,
Thank you for your previous response.
We are so sorry that you are not able to purchase from us. As advised on the call that we have looked into this and to see if we were able to remove the flag on your account, this was not able to be done due to once an account is flagged, we are not able to change it in your account. We completely understand your frustration with the matter and the issue this is causing but we are not able to change it on your account and due to this you are not able to buy directly from us.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My ice cream maker has been making some horrible screeching sounds, so I looked closely at my ice cream and it had a lot of black plastic in it. The spinning blade is shredding the top of the plastic, and I do not wish to consume plastic like that. It's clearly a health hazard, and I don't want anything to do with the machine anymore. I contacted Amazon, they told me to contact Ninja. Ninja made me wait three to five business days, but they never contacted me back (Their escalation request number provided was ********), so I called them. They said they can only troubleshoot it, and told me to contact Amazon. I am just going back and forth between these companies trying to get a refund. I purchased it at ****** in January of this year, so it's still under warranty but out of the return window for Amazon, so I'm not sure who is supposed to help me since both companies keep sending me to the other.
Business response
08/05/2024
Hello *****************************************,
Thank you for contacting SharkNinja,
We are so sorry that you are having so many issues with the unit and also getting your issue resolved. We completely understand your frustration and the issue this is causing. We are currently looking into the matter in regard to a refund being done and we will have one of our representatives reach out to you in order to resolve the issue you are having.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Customer response
08/12/2024
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 # ********
Support did contact me and worked with me, but after a few days they finally sent me an warranty page saying "your warranty has been activated for the following product: Ninja Foodi Power Mixer System". I guess since my receipt included both the Power Mixer and the Ninja Creami, they got the items mixed up and started a return for the wrong product? It makes me feel like they didn't even read the original support request at all. In my return email, I also stated that they got the wrong product, and I am returning the Ninja Creami, and included my address, so they sent me a prepaid shipping label. Again, I don't think anyone even read it, they just saw the address and sent the label without correcting the return. I am not sure what is going on anymore.

Regards,
***********

Business response
08/14/2024
Hello *****************************************,
Thank you for your previous response.
We recently sent you a new pre-paid label with the product that is supposed to come back. All that we need is for the unit to come back to us and then once we receive the unit back in the warehouse, we will then be able to assist you with getting the refund for the unit. Once we receive the unit and the check has been issued, we will be reaching out to inform you that it has been issued.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Customer response
08/21/2024
[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
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a 13 piece set on 03/02/2021 and over half my pots and pans 90% of them stick the coating inside the pots is bubbling and coming off i contacted the company because it is supposed to have a 10 year warranty and the company wants me to pay for shipping and handling again to return the old set to them they should be the ones paying for shipping its their product that is defective and they are the ones who offer a 10 year warranty.
Business response
07/31/2024
Hello *******,

We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.

We want to thank you for speaking with us today and allowing us to resolve this together. We have also sent an email so you will have a point of direct contact with us.

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,

**********;SharkNinja Consumer Experience Advocate
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I placed an order on the Shark website (www.sharkclean.com) on July 7, 2024. The order contained a Shark Stratos Cordless Vacuum, Shark VACMOP Pro Cordless (which was free with the Shark Stratos as part of a promotion) and an Upholstery Tool attachment. As of today (July 29, 2024) I have received only two of these items. I haven't received the Shark VACMOP Pro Cordless yet. Online tracking shows Shark hasn't even shipped this product as ***** tracking status is "Label Created". I sent an email to Shark on July 15, 2024 but received no response. I also chatted with a support agent who told me to wait till July 26, 2024 and then reach out again. I don't understand why I should wait because it's not a lost shipment, they haven't shipped it at all. But I still waited, and now when I try to reach a customer support agent on their website I am unable to talk to one. I don't want to call them because I want our communication documented and there's no way to get support from Shark. I am asking Shark to refund the cost of this product as it's been 3 weeks and they haven't been able to ship it. It was part of a promotion but they still owe me this item worth $100.
Business response
07/30/2024
Dear *****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We will be reaching out to you today regarding your order to get this matter resolved.

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
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchases a shark robot vacuum in December 2023. I've spent more time on the phone with customer service than I have actually using it. The robot worked 3 times then would not vacuum areas of my home. I had to delete my map then try to remap it. But that did not work and it would just return to the base. After calling for support the first time they told me it was a firmware update issue so they updated that. That didn't work I had to call back in. After multiple calls with people trying to get me to do the same troubleshooting tips I did before, I was told I'd be contacted by someone else. That never happened so I called back again. This time they tried having me do the same troubleshooting tips, then told me it was yet another firmware update issue. So now I'm waiting again. I haven't been able to use it in 4 months and it's still not resolved.
Business response
07/30/2024
Dear ****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We will be reaching out to you today regarding your issue with your Shark Robot and get this matter resolved.
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
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a shark vacuum years ago and it came with a lifetime warranty. When I first bought it it had a defect bottom plate causing the rollers to break. I contacted shark and they replaced the vacuum because they had a know defect. Five years later the vacuum started to smell like it was burning and the lights would flash. I called to get the warranty and I was told because shark defect in the first vacuum that I could not warranty this one because shark had replaced it. I cannot figure out how thats my fault. So because shark had a defect vacuum and shark replaced it I lose out on my lifetime warranty? it wasn't my fault shark replaced it. The first person I had spoke to transferred me to a super visor and she lie to me like crazy. I could not belive her. she told me because of the defect I would not be giving the warranty shark had gave me when I bought this vacuum and id have to buy the replacement parts, my question is why? shark had the issue with a defective vacuum and shark replaced it so I lose out out? The supervisor also lied about the warranty on the replacement model. the box itself said 7 years. she tried saying it was only five. I have the box id love to send a picture of the box. My model number is NV752 nd my order number was **********
Business response
07/29/2024
Hello *****************,
Thank you for contacting SharkNinja.
We are so sorry to hear that you are having issues with your unit and warranty concern issues as well. We completely understand your frustration with the matter. We are currently looking into the order that you placed with us, and we will have one of our representatives reach out soon in order to resolve your issue.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 4/23/2024 I ordered a Shark Matrix Plus 2-in-1 Model WD2UPG1. After it arrived, I realized I could not afford it!! On May 7th I returned it..I was told by them it was received May 9th. When I had not received a credit by May 22nd I called them and they assured me it would be back on my card "tomorrow". No credit. So I called them June 2nd and again was told the credit would be there "tomorrow". No credit. I called 6-6 and talked to a supervisor, ******, and promised my credit by one week. Called them 6-11 and was told "it is in the system". I called 6-13 and was told she would take care of it. On that day I was also told I would get a refund of $70 for the two $35 overdraft charges I received on my account because I did not have enough funds in my account for two auto-deduct charges that were paid because they had NOT refunded me yet! Called again 6-21... same story. On 6-23 I talked to supervisor, *******, and assured she would contact her supervisor and yes I would get my $70 back!!!!I I then told her I would be contacting the BBB if I did not receive the credit within one week. On 6-24 the ************* support sent me a text saying the refund had been processed. The late fees , case #********, was being reviewed. Would you PLEASE see if you can get me my $70!!!?????
Business response
07/29/2024
Hello ***************,
Thank you for contacting SharkNinja.
We are so sorry that you have received late charges on your credit card. We completely understand your frustration with this matter. We are currently looking into the matter, and we will have one of representatives reach out when we have more information.
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,

Zachery on behalf of
Shark/Ninja Escalations Team
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Honestly, I have TWO Shark vacuums that I purchased becuase I was told Shark's CS was superior.In the less than 2 years I have own the larger, more expensive vaccuum, I have had issues. Both times, they want ME to pay for the replacement, and shipping. The first time, they covered the replacement after me continued refusal to pay for it since this machine is said to have 5 year warranty. That issue was the machine would not even power on. Shark can check their records but I do not believe I owned it more than a year. NOW, the cannister is not clipping on to the stand. This machine is cheaply made. I expected it to last at MIN five full years. NOW, I have to hold the cannister which limits the ways I can use this machine such as taking it apart and carrying it around to use on stairs. They said that I can PAY for a replacement for around $25 or so and I believe shipping. I am fairly sure I paid close to $300 fo this vacuum.The should have record of my call. It was a few months ago, I am just now taking the time to complain formally.This is unacceptable! What parts have a warranty?
Business response
07/29/2024
Hello *****************************,
Thank you for contacting SharkNinja.
We are so sorry about the issue that you are having with the unit. We completely understand your frustration with our warranty policy as well. We will have one of our representatives reach out to you soon in order to resolve the issue that you are having.
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,

Zachery on behalf of
Shark/Ninja Escalations Team

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforSharkNinja

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary