ComplaintsforSharkNinja

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/06/2024 I purchased a sharkninja carpet cleaner for $242.34 by phone. There was no problem with the unit it just took too much between cleaning and refilling. On 06/13/2024 we shipped it back with the address label sent by the company, They received the unit 7/8/2024. Was told by a representative that it would be 5 to 10 business days for the reimbursement, on 7/17/2024 when I called to check on the reimbursement they apologized for the inconvenience and said that they would expedite the refund and we should get an e-mail the same day and that would start the 5-10 reimbursement. On 7/22/2024 I called back and reported that we never received the e-mail and that the reimbursement did not show up at the bank. The representative apologized for the inconvenience of not receiving the e-mail and that they would expedite the process by e-mail for the same day and that it would take 5 - 10 days for the reimbursement to be returned back to the credit card. Today is 7/23/2024 with no e-mail I explained that I would wait for the 10 days for reimbursement upon receipt of the e-mail.

  

  Business response

  07/24/2024

  Hello *****************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you have received your refund. We completely understand your frustration when it comes to this matter. We are currently checking to see what the issue with your refund is and why you have not received it. We will have one of our representatives reach out once we know more regarding the 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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

  Customer response

  07/27/2024

  [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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Ninja Creami in December 2023. 1 month ago, approximately, the blade caved in on itself and the machine damaged the blade. I purchased a replacement blade out of pocket, and when I installed it, I noticed that when I placed the insert in its place and turned it to the right, the machine itself would push the blade out. As I prepared to turn on the machine once the cup was in the right position, the machine itself would push out the blade and the blade would fall on top of my fruit inside the cup. I reached out to Ninja **************** 3 weeks ago, and again 1 week ago and have not heard back from anyone. I purchased it at ******* in ******, ********** off ******** and I took it back to the store the say day I reached out to Ninja the first time. They refused to give me a new Ninja Creami so I had no choice but to visit Ninja's website and send a complaint via "submit a request". I am not asking for my money back I just want a Ninja Creami that works. I actually really enjoy the product and use it almost daily for health desserts late night.

  

  Business response

  07/18/2024

  Hello ******,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ there was no answer so we left a voice message.  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 23, 2024 I purchased a 10-piece set of Ninja brand pots and pans from ******* Order number **********. I registered my warranty through Ninja (Guarantee 014520205)I like the pots and pans I received, but one sauce pan was defective with the paint falling off after 1 use. I contacted Ninja, they sent me a video link while on the phone with one of their customer representatives, and they agreed the pan was defective and would be replaced at no cost. I believe this occurred in February. Considering I purchased a matching set of pots and pans, I was disappointed when the rep told me they couldn't replace it with the same color, but I was willing to accept a replacement in another color. They said it would be sent in ~2 weeks. Several weeks later I received an email that my order was cancelled, which didn't make sense so I contacted Ninja again. The rep said that neither the color i purchased, nor the replacement color they offered me was available. I asked for a similar quality pan in any color. They agreed to send one within a few weeks. While Ninja has never declined my warranty claim or denied that their product was defective, it's now mid-July, and they have yet to honor the warranty and replace the pan. They claim there's not a single 10 sauce pan available to send me, yet they continue to pump out inventory to sell through ******* Amazon and hundreds of other retailers, including their own website. I believe this company is engaging in unfair business practices by selling products with a warranty to give prospective shoppers confidence to purchase through them, then using continuous excuses to avoid warranty claims.

  

  Business response

  07/18/2024

  Hello *****,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ there was no answer so we left a voice message.  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

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Power Brush attachment from Shark on May 13, 2024 and did not like it so I returned the product on June 13, 2024. On July 12, 2024 I received an email stating that my return had been processed and that a refund of $28.41 would be issued to the payment method used for the purchase. I checked my credit card transactions and saw that Shark had issued a refund but it was for $25.71 which is not what the email indicated so I contacted Shark **************** and they said that that was correct and then they sent me a "breakdown" of the refund which, of course, was for the amount of $25.71. Why would you send an email stating that a refund in the amount of $28.41 was going to be issued if you were only going to refund $25.71? It doesn't make sense and it's not fair for the customer. They offer a 60 day return policy but they don't tell you that the returns aren't free (because they don't refund the shipping costs) and they don't give you the refund amount that they tell you you'll receive.

  

  Business response

  07/15/2024

  Hello ****,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We just tried calling ************ there was no answer, we left a voice message.  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

  07/16/2024

  [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

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Shark Robot Vacuum in August 2022 from Kohls. I paid $399.99. Due to ongoing issues I contacted Shark to let them know. They replaced the unit due to 1 year warranty. I had more issues with the second unit and contacted Shark and was sent a replacement in March of 2024. I am now having issues with the third unit. The third unit has not worked properly since I received it but I only recently figured out the problem is that the flap that sends the debri from the robot vacuum into the container is not opening so all the debri is getting stuck in the vacuum. I appreciate that they have replaced the unit twice but due to ongoing issues with each unit and the large investment in this product I feel Shark should make sure I have a product that works properly. I reached out to Shark and was told that the warranty expired on the first unit therefore they will not replace again. $400.00 is a lot of money to spend on a product that has many issues. Shark should stand by their products and make things right with the consumer due to ongoing issues with their products.

  

  Business response

  07/11/2024

  Hello ***********************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that your robot is not working correctly. We completely understand the frustration that you have and wanting to get a replacement for the unit. We are currently checking on the case and see if there is anything that we can do for your case. Once we know more, we will reach out and advise you of the process that we will take. 

  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

  07/17/2024

  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. 

  [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

  07/18/2024

  Hello ********, 

  Thank you for speaking with us today.

  We are so sorry that we were not able to replace your unit. As advised by the representative the only option that we have in this case is an Express Replacement Over Warranty as your warranty has expired, we have noted your ticket in case anything changes. 

  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used it 3 times and then it didn't work it said too cold. We ask for refund and are getting ***** back and a new unit. Which we didn't want asked for full refund. They told they would give us half back and it had been 3 months. I bought it 4/14/2024. That is not over 3 months. Just want refund.

  

  Business response

  07/09/2024

  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 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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ninja dct ************************************************************************************************************************************************** for that. Was then told that it was on its way and I would get an email when it shipped got the confirmation email that it was ordered with order number. So I put the item in the garbage. Not more than two hours later I was sent an email that I would need to ship back the very heavy oven or I would not get mine. Was never told I need to ship it back. Called back today asked for a supervisor was told that there was none available and that they would escalate it

  

  Business response

  07/08/2024

  Hello ***************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry about the conflicting information that you have received from us. We completely understand the frustration you are having. We would be more than happy to assist you with this matter. We recently had one of our representatives reach out to you and we left a voicemail. We will have the representative reach out again tomorrow to 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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Shark vacuum cleaner on Amazon. It was extremely hard to push. Shark told me to discard the vacuum and sent a different model which died immediately after turning on. I promptly shipped the second vacuum cleaner back to Shark and have the Fed Ex tracking number.Today I received a replacement vacuum. It ran well for 1 or 2 minutes, but then stopped and again was extremely hard to push forward. I adjusted the suction but it did not help. When I pulled it back, the cord was damaged. I explained all this in a telephone call to Shark today, who told me it was not covered under the warranty because the cord got damaged. I tried to explain to several representatives that it was not operating correctly which lead to the cord damage but they did not care. I paid for a vacuum and received three defective vacuums. Shark proposes to charge me for a replacement part or a new vacuum but could not tell me the cost. I have never had issues like this with any home appliance before.

  

  Business response

  07/08/2024

  Hello ***********************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you are having issues with your unit. We completely understand the frustration that you are having when getting your issue resolved. We will have one of our agents reach out to you 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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/11/22, I purchased a Shark Vertex Pro Powered Lift-Away Cordless Vacuum directly from thier website. The product comes with a 5-year warranty. However, I encountered issues with the vacuum and contacted SharkNinja's customer service multiple times, spending numerous hours troubleshooting. On 5/31/24, a video call confirmed my vacuum unit was defective and needed replacement. SharkNinja took my credit card details and charged me for shipping. I was then instructed to return the defective unit using a provided return label. A new replacement order (#************) was created and visible in my account. ********************** received my defective unit on 6/17/24. Despite receiving my returned unit, the replacement vacuum has not been shipped. I have made multiple follow-up calls to customer service. Initially, I was told there was an error on their end, but the issue would be resolved and the replacement shipped shortly. Each time I called, the status remained pending. Subsequent calls to customer service were met with apologies and assurances that the replacement would be shipped. Agents pretended not to have any record of my previous calls or notes, causing me to repeat the entire issue each time. They claimed to escalate the issue to their internal team, promising shipment within two days. Despite these promises, no action was taken. On 7/1/24, I received a call from customer service apologizing for the delay and promising shipment through ***** that night. As of today, the status of my replacement order still shows as pending. SharkNinja's customer service has been horrendous in handling my warranty claim. Their agents show no accountability, and the lack of proper support channels, such as an email address, adds to the frustration. This BBB complaint is my last attempt to resolve the issue before considering further action, taking the matter to a consumer court. I believe SharkNinja is engaging in unethical business practices by not honoring their warranty commitments.

  

  Business response

  07/03/2024

  Hello *********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you still have not received your unit even though we have the unit. We completely understand your frustration with this issue, and we will get this resolved for you. We are currently looking into the matter, and we will have someone reach out once we know more about why the order has not shipped. 

  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

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered several items from Ninja on June 21, 2024. On June 27, 2024 I received one item from the order that was completely opened. It was the Ninja Woodfire Outdoor Oven. I paid over $300 for this item and ***** broke the shipping straps that was used to keep the box closed. When I went out to get this from my porch the box was completely off and the product exposed as I am sure had happened many times before this since there was nothing holding it anymore. I called Ninja and requested this one get picked up and a new one shipped to me so I could have one that was not opened. They told me there was nothing they could do. Then they wanted to have access to my phone to look through my camera which I refused for security reasons.

  

  Business response

  07/01/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry that you have received one of our units in the condition that the box was in. We completely understand your frustration with this matter and would be more than happy to help you getting this issue resolved. We will be having one of our representatives reach out to you soon in order to assist you with the resolution. 

  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

  07/01/2024

  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. 

  No one has contacted me. I have called and sent numerous emails and each one is the exact same message that was sent in this. I paid nearly $400.00 for a new Ninja Outdoor Oven and I received one that was used and previously returned because it was opened. There was no shipping straps or any other secure methods that would be used to keep the box closed had it been a new item. I paid for a new item but was sent a used one but was charged for a new one. This is fraud. I want a new unit shipped to me and them to take back the used one they sent me.
  
  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

  07/03/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We reached out this morning however we did go to voicemail and left a message explaining what will be done in regard to your issue. We can see that a replacement order has been placed and a collection has been ordered for your oven. We will have the representative reach out again soon in regard to everything.

  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. ↩