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:02/17/2025

  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.

  About a month ago I ordered a Ninja air fryer XL Pro and for some reason and I don't know why The fan is not blowing anymore and it's just overheating in the back because the fan is not blowing It's also making a burnt plastic smell when I turn it on so I have turned the item off because I do not want to fire over this thing to ignite or light my house on fire.. I have a lot of your guys's items I have bought your guys's vacuum your new ice cream machine I have your blender and multiple other things everything I've ever bought from you have been awesome and I actually have a duplicate of this item and bought one for my brother I've never had a problem with any of your items It's the first time I've ever had a problem However it's too late to return it back to the store cuz it's past the return. So the store told me reach out to you guys because apparently there's a one-year manufacturer's warranty that I can use when something like this happens. I really depend on this item to cook all of my food as I am disabled and I don't use my oven because I have a wheelchair I don't know what to do in the meantime because I don't have another $300 to spend on another one of these I hope you guys can help me I've been a loyal customer for years and I have spent thousands of dollars with you Please get back to me and you have time I'd really like to figure this out I do not think the item is safe to use and I think again like I said it could be a fire hazard I don't mind sending this back to you guys but again I do believe the item is broken and it could be a definite risk for you guys as well to use and or try to operate or fix at this point I have never dropped the item it's an excellent condition nothing bad has ever happened to it I take very good care of my item If I could get a replacement I'd really appreciate it I have the serial number and all the numbers that you guys need for this item The people that seller told me I'm going to need that information

  

  Business Response

  Date: 02/18/2025

  Hello,

   

  We are very sorry that you have had less than an ideal experience with your Air Fryer. Can you please share the proof of purchase which includes the date and place, we will then register and review your warranty options. 

• Initial Complaint

  Date:02/11/2025

  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.

  Returned an order with 2 items and received an email on 1/20/2025 providing a refund for only one of the items totalling $43.70.Both items were returned in one box to SharkClean.Have reached out to Shark multiple times to receive various emails back saying they are sorry for the issue and they are looking into it. Im going ticket number they have created to deal with my refund issue is ********. Last response from them was 2/5/2025 saying the issue was being transferred to another department to assist.

  

  Business Response

  Date: 02/14/2025

  Good Afternoon

   

  We sincerely apologize for the time it has taken to complete your refund. We are showing as of 2/13/25 the balance has been refunded which you should see within the net 2-3 business days. 

  Again, we are very sorry for the inconvenience

   

   

  Customer Answer

  Date: 02/15/2025

  [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,
  
  ****** Tree

• Initial Complaint

  Date:02/11/2025

  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.

  Purchased Shark UltraCyclone Pet Pro Cordless Handheld Vacuum CH950 and I have had this product for less than one year. After changing out the cleaning attachments, the plastic housing cracking and snapped off. This makes the product unusable and I am quite unpleased that it seems it was a faulty product or a cheap material was used. S/N A17UU402Z2H2 I am declining to contact SharkNinja direct warranty support as they have not responded to multiple attempts at resolving this issue. All Contact and Resolution is to be resolved directly through BBB.

  

  Business Response

  Date: 02/14/2025

  Hello

   

  We are very sorry your vacuum is not working as intended, we will have a member of our specialty team reach out and assist.

   

   

  Customer Answer

  Date: 02/14/2025

  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.

   

  ***Response from SharkNinja is continuous avoidance and neglect to resolve this issue. I have not been contacted directly by sharkninja and they have not provided an adequate resolution via BBB. All and any communication will only be processed and cordially responded to via BBB. Do not contact me outside of BBB.***

  
  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: 02/18/2025

  Hello,
  
  Can you please share proof of purchase to indicate when and where purchased, we will register this and review the options for resolution

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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 ordered a Ninja Slushi on 01/24/25. The *** of $323.54 was deducted immediately out of my account. Approximately 6 days later I checked the status of my order (order #************), which was still in pending status I was told to call back in a few days if no tracking number has been issued. I called back on 02/05/25 and was told to call back allowing 10 working days to process. I checked my account on the 02/07/25 and it still was in pending status with no tracking#. Called back and requested to speak with a supervisor, but was told that my concern would be escalated to a supervisor and was given a ticket #******** and told someone would call me within a few hours. No response son I texted my complaint to them on Friday 02/07/25. I received a text message back with a different ticket # ******** saying they would review the matter. Went back to my account and now there is a ***** tracking #************. I also received another text message Saturday stating the warranty for your new Ninja product had *** activated and with a new order date of 02/08/25. No other contact received. I called ***** today 02/10/25 and was told that my order was missing. The tracking number showed that arrived in Sauget Il ***** on 01/31/25, where it came up missing. I called Ninja back (*************) and explained what the worker at ***** had said. Once again I was told I had to wait several more days (until Thursday) to see if it is delivered. I reiterated that ***** stated it was lost (since 01/31/25). I requested a refund but the customer service worker was unable to assist me I requested once again to speak with a supervisor and was told that one would be calling me back. Several hours has passed and no call. I only want a refund for a item I never received but I feel I am getting put off or ignored.

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are terribly sorry for your experience,  we are now showing as of 2/13 that your refund has been processed. This can take up to 3 business days to reflect depending on your financial institution.

   

  Customer Answer

  Date: 02/14/2025

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

• Initial Complaint

  Date:02/09/2025

  Type:Delivery 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.

  Placed an applepay order for a ninja slushie maker and never received my confirmation email after the order was placed for $299.99 I called in and provided my phone number and 2 emails and my order could not be located. I was told the escalation team would have an answer within 2-6 days I wasnt happy about that but when day 7 came around no answer. I finally get an answer on Friday day 9 and that was my order still couldnt be located asking me to provide the same information I provided to begin with and in return I get an apology about not getting my item or a refund and now here I am still no slushie maker or my $299.99.

  

  Business Response

  Date: 02/14/2025

  Hello

  We were able to locate your order 125005070683 and shows successfully delivered. The email address used to place the order is not the same as provided above.

   

  Tracking 284891504048

  *****************************************************************************************

   

   

• Initial Complaint

  Date:02/06/2025

  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.

  The vessel to my slushi machine has product inside a seem in side the vessel. I have tried soaking it in bleach, a straw brush, a soft toothbrush and a water pick with no result. I was told my item is not under warranty and they can not replace the vessel. But I can purchase one. I purchased this machine in September of 2024. All I want is a new vessel.

  

  Business Response

  Date: 02/13/2025

  Hello,

  We certainly apologize for the issue with your Slushi. We will have a member of our specialty team to reach out and assist. 

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:02/05/2025

  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 filing a formal complaint against SharkNinja LLC regarding their failure to honor a warranty replacement for my Ninja Luxe Caf Premier Series ES601 Espresso Machine, which was purchased through ****** in October ******* December 2024, the machine started brewing much slower than usual, so I reached out to SharkNinja customer service.After troubleshooting, it was determined that the machine base needed replacement, and a replacement base was sent, which I received on December 24, 2024.Unfortunately, the replacement base also failed within a month, prompting another call to SharkNinja ********** this point, the company determined that the entire unit should be replaced and instructed me to cut the cord of the defective unit and email a photo to ******************************* with reference number ******** as proof before issuing a replacement.After complying with these instructions, no replacement was ever sent.Upon following up, SharkNinja refused to honor the replacement, claiming they had no record of instructing me to sever the cord and dispose of the ***********, I am left without a functioning product and am out nearly $500 due to their failure to uphold their warranty commitment.Unresolved ********************************** Due to the companys refusal to follow through, the case was escalated under ticket number ********, but no resolution has been provided.This experience has caused significant frustration, stress, and financial loss, as I followed SharkNinjas warranty procedures in good faith, only to be left without a product and without reimbursement.Consumer Demand:I request that SharkNinja LLC honor the replacement they initially promised and provide me with a fully functional Ninja Luxe Caf Premier Series ES601 Espresso Machine as agreed.If no resolution is reached, I will consider escalating this complaint to additional consumer protection agencies and seeking legal action for breach of warranty and deceptive business practices.

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are very sorry for your experience and can see the team is trying to find the best solution for you. We can see you registered as purchased at ******, can you please share a copy of your proof of purchase including purchase date, your name and shipping we can take the next steps to assist in resolving this for you.

• Initial Complaint

  Date:01/31/2025

  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 ordered a Ninja Slushie machine online. It was $299. Since I am in ******, it was $100 to ship it for a total of $399. I received confirmation of the order and confirmation once the order shipped. I received a text that my order was signed for and delivered. It was not. I went into ***** office in town and was told that the company asked for the package to be returned to them. She verified that all of my information was correct. It was not returned due to any error on my part. I called Ninja back and they blamed ****** They also said they would escalate this to find out why it happened. Meanwhile, I figured Id go ahead and order another, have it shipped to the lower 48 to avoid the $100 shipping fee. I went to the website, it is in stock, listed at $299. I added to cart and went to check out. The price had gone up to $349. I removed it. Opened a new tab in a different browser and tried again. Same thing. Why are they advertising it for one price, yet charging a higher price for the exact same unit? There is only one option for this product.

  Customer Answer

  Date: 02/13/2025

  I have not heard from the business in response to my complaint.

  The price of product was raised after my order was sent back to them. They reached out via ******** and offered me the product for the original cost with free shipping. I took them up on the offer, sent them the order number and such and have heard zero back from them. And the second unit is now being sent back to them as well. 

  

  Business Response

  Date: 02/14/2025

  Hello,

   

  We are very sorry to hear of your experience when ordering the Slushi. We checked today and see that your second order is also being returned and have reached out to see why. 

  Once we determine the root cause we will reach out and make this right for you.

  Customer Answer

  Date: 02/18/2025

  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 am not satisfied with the response because it isnt a solution of any kind. All they did was say theyd look into it. I have yet to hear why they wont ship to 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

  Date: 02/28/2025

  Hello,

  We are showing a new order placed and has been shipped. A $50 adjustment has been applied to your account, and it can take 72 business hours to reflect. 

   

   

  

  Business Response

  Date: 02/28/2025

  Hello,

  We are showing a new order placed and has been shipped. A $50 adjustment has been applied to your account, and it can take 72 business hours to reflect. 

   

   

• Initial Complaint

  Date:01/30/2025

  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 was given a ninja slushy for Christmas from my mother that she purchased from ninja directly . My family and I have used it a few times and have thoroughly followed the directions and cleaned it above and beyond. I noticed that there was some area that was not getting clean, no matter how hard I scrubbed or cleaned, and realized that it was small gap there where they welded the plastic together, but is unreachable. I let it soak overnight with cleaning solution and noticed that small particles floated out of the area, but would not clean out completely. That is disgusting and a health hazard. In my opinion considering that means its mixing in with the new drinks even if you follow the cleaning directions. I sprayed the area with high-pressure hot water and it also did nothing. I decided to do some research and realize there are many people complaining about the same problems online. I reached out to them in hopes that since I have had it less than 30 days that they would replace the reservoir. According to my online research, it only happens if you use dairy products, so I was not going to use dairy products, even though I purchased this machine for that purpose. When I called I was met with them, not wanting to be helpful at all and telling me that I can purchase a new one even though the new one will do the same thing.

  

  Business Response

  Date: 02/18/2025

  Hello,

  We are very sorry you are having difficulty with cleaning the Slushi. We will have a member of our specialty team reach out and assist you further.

• Initial Complaint

  Date:01/29/2025

  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.

  Ordered an Ninja Blast 18oz blender. Item description included a vessel cap and blade cover (other models did not include those 2 items). Unfortunately when box was opened after Xmas neither the vessel cap nor the blade cover was present. I called Ninja directly in December and was told those items should have been in box but now they were back ordered and may be back in stock in 2-4 weeks. I was given Ref #******** and to check back with them and the items would be shipped to me for free. Today I called directly again and was told the items were still not available. A supervisor came on the line and said there was nothing they could do when I requested they refund the $17.99 which is the price on their website. Cost to replace them on *********** ( which does indeed have the items that would arrive tomorrow if ordered today for $ ***** (that price also included another lid and vessel). The supervisor said because I ordered the original blender from Kohls and not Ninja that they could not do anything. No credit, no refund , no nothing. Because their ad on Ninjas website, as well as several others, clearly says that included in the price for the 18oz blender are the vessel cap and blade cover I believe this is a violation of false advertising, especially since they are unwilling to rectify the situation. The Ninja Blast is no longer eligible for return thru Kohls as that time has expired. I feel I am entitled to a refund FROM NINJA of $17.99 because they falsely advertised their product. The ads I check as of today still show that the vessel cap and blade cover are included with the 18oz blender. I actually went to Kohls and a ******* yesterday, opened the boxes of the 18 oz blender (the model I bought) and there is was no vessel cap or blade cover in them. People are being cheated on this product and there needs to be a resolution.

  

  Business Response

  Date: 01/28/2025

  Hi ******,
  Thanks for reaching out and letting us know about your concern! We totally understand how frustrating it can be when something isnt working the way it should.
  

  It looks like theres been a mix-up, though. Our company, NinjaTrader, is all about trading software and brokerage services for futures trading were not connected to the Ninja Blender or any other kitchen products nor are we affiliated with SharkNinja, the company behind the Ninja Blender.

  We hope you're able to resolve your issue with SharkNinja!

  Customer Answer

  Date: 02/09/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/14/2025

  Hello

  We are very sorry for the delay in stock and that we have yet to resolve this matter for you. We have escalated internally to see how we can resolve this for you. Once we have an update we will reach back out.

   

   

  Customer Answer

  Date: 02/18/2025

  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. 

  According to Ninja customer that I have spoken to on 2 different occasions, the missing items from my purchase of Blast blender will not come back into stock.   I suggested to them to simply send me a refund of the amount they charge for those 2 items, which is $17.99.     They refused.   I then told them that ******* is selling those 2 items for the price of $26.99 that also includes a new vessel and lid so how can those items not be in stock.   They responded that ******* may have purchased from them those packages some time ago and have simply not sold them so they are still available.  I then asked if they could order that items package from ******* and have it sent to me.   That was also flatly rejected.

  A response from this company who is outright false advertising to consumers about the inclusion of vessel cap and blade cover that are NOT included in the box - that they are working on a solution is ridiculous.

  
  

  It is coming up on TWO MONTHS that I've had this blender.   The last time I called them,   they told me to just return the blender to the store if I was unhappy.   That was not even possible as the time for returns had expired.    I like the blender.   I don't want to return it.  I want the full item that I paid for and I don't think that is an unreasonable request.   If the missing vessel cap and blade cover cannot be provided immediately,   the only remedy I accept is to have the cost of the items refunded which is $17.99 plus tax irregardless of where or what store I made the original purchase.    Ninja received the money from the store purchaser and therefore is ultimately responsible for their inventory sales and/or refunds.

  
  

  I may even be amenable to accepting a full credit on Ninja's own website that I could use to purchase something else of same value as the blender ($59) because I am 100% sure the missing items will never be back in stock and I am cheated.

  
  

  ****** R ******

   

   

  

  Business Response

  Date: 02/28/2025

  Hello,

  We are happy to provide a 20% discount on any Product from our website with the below exclusions: Ninja Swirl, Ninja Luxe Expresso Machine, Ninja Slushi, CryoGlow Cooling & LED Face Mask. We've created a ticket with this offer Ticket #********. You can call in to take advantage of this offer. 

  Customer Answer

  Date: 03/03/2025

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