ComplaintsforSharkNinja

Wholesale Small Appliances

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Initial Complaint
10/08/2021
Complaint Type:
Product 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 PART (WATER CAP) FOR A STEAM MOP ON SHARK'S WEBSITE APPROX DATE SEPT 8TH 2021. I ENTERED MY INFORMATION AND CREDIT CARD THEN THE WEBSITE CRASHED. I NEVER RECEIVED CONFIRMATION OF MY ORDER. I VIEWED MY BANKING TRANSACTIONS AND SAW THAT THERE WAS A CHARGE PENDING FOR THE AMOUNT OF THE PART. THEN I PHONED CUSTOMER SERVICE THE SAME DAY TO FOLLOW UP AND THEY SAID THEY COULD NOT ASSIST ME BECAUSE THERE WAS NO ORDER NUMBER GENERATED. I WAS FORCED TO PLACE AND PAY FOR ANOTHER ORDER FOR THE PART. I MUST HAVE PLACED A TOTAL OF 5 OR 6 PHONE CALLS TO EXPLAIN THE PROBLEM WITH NO RESULTS, THE LAST PERSON I SPOKE WITH ON SEPTEMBER 24TH, CLAIMED TO BE A SUPERVISOR AND HE PROMISED ME A REFUND FOR ONE OF THE ORDERS OF $10.70 WITHIN 3 TO 5 DAYS DUE TO THEM FORCING ME TO PLACE ANOTHER ORDER AND CHARGING ME TWICE. IT WAS NEVER NECESSARY TO BE CHARGED TWICE. TODAY IS OCTOBER 8TH AND I HAVE NEVER RECEIVED A REFUND FOR MY FORCED UPON ORDER.
Business response
10/11/2021
Good Day ******************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We apologize that you have yet to receive your refunded but are unable to locate an order with any of the information provided. Please reply with the order number provided so that we may process the refund or reach out to customer service below for further assistance.

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
SharkNinja Escalations Team
Customer response
10/19/2021
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.
[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
10/21/2021
Good Day ******************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

Thank you for providing the order number for your purchase. We have escalated this issue to ensure a refund is processed for you. Please allow 3-5 business days for this to reflect to your method of payment used.

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
SharkNinja Escalations Team
Customer response
10/21/2021
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.
[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,
******
Initial Complaint
10/08/2021
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.
My robot has always had problems working consistently and required tinkering with frequently to get it to work. Now the unit will not work no matter what I do to troubleshoot. I told the agent exactly what was going on and what I have tried, but instead he decided to waste my time and repeat the same things yet again that have already been done with no added benefit or thought process.Then he said it needs replaced and that I can pay $25 for shipping and return and need to move the old accessories from my current unit. I'm dissatisfied with that solution. I've had vacuums and other electronics that have had issues under warranty and have never been charged.Either I'm given information for local service center or I am sent the replacement.There is nothing stating a specific fee in the paperwork or box that I got with the unit and there would be no need for me to think I would have to pay anything if the product is defective.
Business response
10/11/2021
Good Day ********************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We are sorry to hear that the troubleshooting did not resolve your concern. The shipping and handling fee is noted in the User Manual under the Warranty Agreement showing "what is not covered under warranty". However, we have made a one time exception and had the pod sent to you at no charge. Please do not dispose of anything from your current unit until this is received. Tracking will be sent via email and you should have this order within **** business days.

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
SharkNinja Escalations Team
Initial Complaint
10/08/2021
Complaint Type:
Product 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 Ninja Foodie grill XL Pro, when i got it delivered on Wednesday the 6th of October 2021. when we got it although it was brand new at $365.00 it came gross and rusted i called the company and they have played games with my about returning it..... the return Label wont print now all i get is i will have to take it to fed ex and mail it..Covid and all we don't go anywhere and i told them to send me one i am beyond mad now... I am not risking my life to return something that came in this condition to a fed ex place to subject my self to covid i have told them this and not my responsibility to do so..... this is the conversatio i had with themNinja Kitchen Typically replies within a day Kitchen/Cooking Ninja Kitchen October 6 at 2:04 PM Wed 2:04 PM You sent i am beyond mad You sent 12316956 is the order number i called they are sending a another one but so disgusted i should not have to wait 3 to 10 days October 6 at 3:38 PM Wed 3:38 PM You sent i am livid this is suppose to b
Business response
10/11/2021

Good Day Charie,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We apologize that you have been unable to open the shipping label sent and would advise to perhaps see if your Adobe is up to date as that can at times cause concerns with the opening of the attachment. ***** standard delivery time frame is **** business days and you will be able to track the delivery with the tracking number that has been emailed. You may also reach out to ***** to set up a pickup for your product.

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
SharkNinja Escalations Team
Customer response
10/11/2021
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.
[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,
Charie
Also i feel i should be compensated for all of this and my Adobe it up to date thank you, you can ether take some money off this was clearly used clearly in someones house and the new one that was suppose to show up Friday did not show. you're company subjected us to covid by this used machine. now you clearly want us to drive it to fed ex and drop it off more ex poser to this Covid we have not gone out in public and i am very upset by this whole process I wanted this now i don't but you can make it right take money off

Business response
10/12/2021
Good Day Charie,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We apologize that the replacement was not received on October 8th and show it was delivered on October 11th. We have applied a 20% discount to your order, which takes off the last 69.95$ payment for the product.

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
SharkNinja Escalations Team
Customer response
10/13/2021
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.
[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,
Charie

we mailed both them back i will never buy a Ninja again and i am keeping the CHOPPER as i am done
Initial Complaint
10/07/2021
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 shark vacuum on 6/26/2021 at ****** (model UV850). I wanted to purchase replacement foam filters for the unit to have on hand. This company has sent me the wrong filters 3 times. Now I am being told they would have to replace the entire unit w/ a different model b/c this one is old. I am happy to exchange however they want me to cut the power cord prior to me getting the replacement. I cannot afford to go w/o a vacuum for **** days w/ 2 long hair dogs and allergies. I have to vacuum every other day. I am happy to go to a store and give them old one and they can send back to shark or cut cord once I have replacement on hand. Company refuses to work w/ me. Poor customer service. I can't get a hold of anyone at corporate office. I want a resolution to this issue.Either give me a new one and then I can cut cord on unit or give me a refund.
Business response
10/08/2021
Good Day ************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

The warranty procedure generally requires the unit be sent back before a replacement is sent. However, due to the current pandemic we are asking customers to simply cut the cord and dispose of their current unit. We will make a one time exception to have your replacement sent first. Please reach out to customer service to have this set up. Any refunds would need to be addressed with the original store of purchase.

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
SharkNinja Escalations Team
Initial Complaint
10/07/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of incident: September 28, 2021 Reference to: Warranty On Product and Billing. I called Shark customer service in regards to the floor nozzle not working. I bought the vacuum back in January of this year (2021). I was aware about the 12 month warranty Shark's usually have, since this isn't the first product have own. However, this was the first time I had to use the warranty.I gave the agent the model number and serial number, even showed it to her during the video call. The agent clearly stated that the part was not covered under the warranty and I had to pay the full price for the part which was $89. I was confused but I needed the replacement part. I went a head and paid. After the call had ended, I called back and spoke to another agent what was stated before about the warrant was true. He run the model number again and said that the part was covered and he would started the process to refund the difference. A week later I'm being told, a refund can't be done.
Business response
10/08/2021

Good Day ******************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

As the floor nozzle is considered a wearable part it is not covered under the 5 ************ Warranty. However, we have made a one time exception and refunded the purchase. Please allow 3-5 business days for this to reflect to the method of payment used.

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
SharkNinja Escalations Team
Customer response
10/14/2021
[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
10/07/2021
Complaint Type:
Product 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.
On Sept. 21, 2021 my wife, *********************** ordered a Shark IQ robot vacuum cleaner. Upon arrival we both decided not to keep the vacuum, in fact it was never taken out of the box. Three times we called the company asking for return authorization and mailing address. We have never received one even though m wife was on the phone for 1 1/2 hours the second time, passed from individual to individual and even cut off. There is a 90 day return policy on the vacuum. We are both elderly, I am 79 and my wife 77 and we feel we are being taken advantage of. This company should be held accountable.
Customer response
10/08/2021
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 response you received from the Shark Company is untrue. They did try to send me an authorization return prepared label twice, which I could not download. The File would not open. I asked that they mail it to me which they would not. So without an authorization label I returned it to the warehouse with a cost to me of $51.19. They maybe should be aware of that. ************* and follow up is terrible. We contacted that company a total of 7 times, my wife spending over an 1 1/2 hours at one time. We are both in our late 70s and the mental abuse for se was very hard.
Business response
10/08/2021
Good Day **************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We show that a prepaid label had been sent to cover the cost of the return and that the return address was also provided. Should you need any further information please reach out to customer service at the number below.

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
SharkNinja Escalations Team
Business response
10/08/2021
Good Day **************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We apologize you were unable to open the prepaid labels that were sent. Please reach out with the tracking number for the returned product so we may process a refund.

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
SharkNinja Escalations Team
Initial Complaint
10/06/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called regarding the warranty on my vacuum as it isn't working properly. The issue is the floor nozzle keeps clogging. The two phone reps refused to get me a supervisor and the first representative didn't leave notes to have a supervisor call me as promised.I want a replacement floor nozzle at no cost.
Business response
10/07/2021
Good Day ****************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We have sent to the nozzle to you at no charge as one time exception. Please allow **** business days for delivery.

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
SharkNinja Escalations Team
Customer response
10/11/2021
[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
10/05/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Called CS on 9/14/21, finally reached *********** explained to them that my Shark Robot wasn't charging or powering up after only 5 weeks of use. By the time she entered info, asked others, etc. she asked to do a video call where she could see the unit, it had been 40+ ******** had to pickup my kids from school. I told her I'd call her back when I was back home & did so. She connected to an *********** was video to see unit & "test things out". Seemed SUPER weird to me. Anyways, she determined it was the unit & would replace it since it was practically brand new. She took all my ******** asked about a conf email, she said I'd get one shortly. Well, almost a month later, still no email or new unit. So, the past few days I've tried calling the same number 50 ********** either disconnects or goes to dead air. I finally found a random number off a website & got a guy who "had to transfer" me & hung up on me. It all seems VERY sketchy to me, was I even talking to Shark CS or some hackers?!
Business response
10/07/2021
Good Day ************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We show that your product is scheduled to be delivered by end of business day today.

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
SharkNinja Escalations Team
Customer response
10/07/2021
[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 just want to add though that I do think its interesting that the only reason I got the new product shipped was because I submitted an inquiry through BBB. I find it ironic that my product happened to be shipped out the same day I made the complaint. Either way, they did send me a new product and Im grateful for that. I just wish I didnt have such a salty experience with, until now, has been a great product and company. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********************
Initial Complaint
10/05/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a Ninja blender BL487T that was purchased in Dec last year.The problem is the blade is leaching an awful burned smoky odor into my smoothie. After spending half an hour chatting with customer service and sending pictures of the unit base, I was told the blade needs to be replaced. But the 1-year warranty does not cover this part. This is unacceptable. One of the reasons I purchased your blender and not Nutribullet was your warranty.I remember calling in Nov last year about the warranty before purchasing your blender and was told the blade is covered under the warranty and there's no shipping charge. I don't know when you have changed your warranty. You should honor the blade warranty.*********************** ****.ellenn-************
Business response
10/07/2021
Good Day ************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We have sent the blade to you at no charge as a one time exception. Tracking will be sent via email once this begins to travel and you should receive it within **** business days.

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
SharkNinja Escalations Team
Customer response
10/07/2021
[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
10/05/2021
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 contacted Shark multiple times trying to figure out why my shark robot vacuum was not working properly. It would turn on odd hours of the night without a timer, not picking up dirt, would stop out of no where in the middle of cleaning when the battery was charged.Customer service instructed me to reset which i did, still didn't work. My vacuum is under warranty still, the woman told me I had to PAY $38 dollars for a part...but I thought this was a warranty? I e-mailed the *** 2x without a response. This is a defective product and has been, I want my robot vacuum replaced
Business response
10/07/2021
Good Day ******************,

We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************.

We show that a replacement unit was ordered as of yesterday, October 6th, which should be delivered to you within **** business days. Tracking will be sent via email once this begins to travel.

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
SharkNinja Escalations Team

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