ComplaintsforRoborock
Home Electronics
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Complaint Details
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Initial Complaint
08/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Received a Roborock robot vacuum cleaner as a gift but being impracticle (given the sizes of *** **** apartments), I decided to sell it. The vacuum cleaner is still in its original box with a factory seal, never opened. Listed it on ****. A few days later, the listing was shut down, citing a Copyright infringement claim by the copyright holder. To contest the claim, the letter contained an email address. Contacted Roborock several times at the address provided. 0 response received. Read in other forums that this is what they do. To prevent *** sales from dropping, they shut down all secondary sales: ****, ******, and other marketplace sellers have experienced the same issue. No explanation is ever provided. They just force marketplaces to shut down listings of all *** Roborock products. Filed a complaint with the Justice Department's antitrust department. Hopefully, Roborock is banned from selling in the USInitial Complaint
07/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
see Attached documentInitial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of purchase: 12/11/2022 from **.********.*** Amount paid: $1492.74 Initially contacted the company in April 2024 regarding the wi-fi not syncing with the machine. They were not very helpful, and just told us to reset the machine, which did before we called, and while we had them on the phone. Then, on May 22, 2024, we corresponded via email. They were not helpful or realistic in resolving the issue and suggested that we connect to a different wi-fi network (like most homes, we only have one wi-fi network in our home) or connect to a Hot Spot, which is also not acceptable for a resolution. Up to this point, there is no resolution and we have a very expensive vacuum that we cannot use.Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Certified Refurbished Vacuum Cleaner from the Roborock Official Store on **** on March 4 for $411.11. The product was advertised with a 2-year warranty. The initial unit I received was non-functional, and Roborock sent a replacement on March 26. The replacement unit appeared used, and the serial number label was water-damaged upon arrival. Given that it was a refurbished unit, I assumed it had been repaired and was in working condition.However, on May 28, the unit displayed Error 109 (Fan Open Circuit) and ceased functioning. After contacting the seller, I sent the unit to their warranty partner, Allstate. A few days later, Allstate informed me that the unit failed the audit inspection due to liquid damage. I strongly believe this damage was present before the unit was refurbished, as I have only used the vacuum for two months and have not run it over water. The vacuum filter also shows no evidence of water exposure.Since the unit was returned to me, I have reached out to the seller multiple times but have not received any response.Order Number on ****: ************** Serial Number (SN) of the unit: ************** I seek resolution for this issue through a proper replacement or repair, honoring the warranty that was promised at the time of purchase.Initial Complaint
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a robot vacuum from them and a month later it started breaking things and not navigating properly. I have contacted Roborock multiple times about this issue and they refuse to warranty or replace my defective unit despite it being within the warranty period.Initial Complaint
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Roborock falsely advertised a discount in form of a cashback rebate on purchases made through affiliate links posted on affiliate partner’s website under the Roborock logo. Roborock partners with Mr. Rebates (and other affiliates) for the purpose of attracting customers by providing an affiliate link for purchasing products and promises Mr. Rebates sales commission for purchases made using the affiliate link. A portion of the sales commission is promised to a customer as a cashback rebate. I purchased a Roborock S8 Pro plus vacuum using the Roborock affiliate link posted on their affiliate’s website. Despite satisfying all the requirements for the cashback program, Roborock denied the sales commission to Mr. Rebates stating that a commission was credited to another affiliate. As a result, I did not receive the cashback rebate Roborock advertises on their affiliate partner’s website. This is unfair and deceptive advertisement of the cashback rebate and the final cost of the product. Note for the BBB representative: I recently had a similar issue with another merchant (Complaint ID: *********. That merchant investigated the issue and agreed with my request. I believe, this could be the same issue with Roborock not properly tracking the affiliate that generated the sale.Initial Complaint
05/22/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Date of the transaction: 4/23/2023 The amount of money you paid the business: 1699.99$ what the business committed to provide you: I purchased it using a trade-in offer from their official website. I swapped in my one-year-old S8 PRO Ultra for the S8 MAX Ultra. It had a problem, which was really disappointing (dust bag wasn't working properly). They responded with my request for a refund. However when I asked them to return my old vacuum, they refused it. They told me they will send my old vacuum with a *** tracking number, but they never did. (When I called *** to follow up, there was no package they received from the warehouse). It has been a month already, and now they blocked me. what the nature of the dipute is: I was not able to dispute the charge because the transaction was from last year Whether or not the business has tried to resolve the problem: they repeated same answer that they will send my old vacuum. account/order/tracking number: ******************Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a top of the line robot vacuum from the manufacturer. It has never worked properly. It started to fail last year and we returned it. The mopping feature stopped and it would not empty the dirt bin as advertised. After a few weeks they returned it. That refurbished product was also defective and wouldn't work. It wouldn't take a charge and kept giving errors. We again returned the product. Now just yesterday we received the product back with mismatching parts for the base as well as cracked sensors on the eyes which is giving another error. We have gone round and round with this company. Returned it on two separate occasions and now are being forced to return it once again. For the amount of money we paid for this product it never has worked as advertised and they cannot seem to get it right. I'm extremely frustrated. I'm a disabled individual in a wheelchair and every time I have to rebox and send it back I'm forced to try to get a 45lb huge box to the *** drop off. And this will be the third time. Completely unacceptable for something that costs as much as it does to not ever work as advertised.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchase a Roborock ************ last April and it has never worked properly - I have tried to return to Amazon, they have refused to help. I tried to resolve on several occaisons via phone and online Chat with Roborock. Their app no longer supports the model they sold me and it does not work anymoreInitial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Roborock vacuum with high hopes, given the brands reputation for innovation and efficiency in home cleaning solutions. Unfortunately, my experience has been anything but satisfactory. After just three months of use, the vacuums brush stopped working, rendering the device practically useless for its primary function.Seeking a resolution, I contacted Roborocks customer service, expecting prompt and efficient support. To my dismay, the service I received fell far short of my expectations. After explaining the issue, I was informed that my vacuum had been equipped with the wrong brush from the start - a surprising oversight for a company priding itself on quality control.What followed was an even more frustrating ordeal. Despite acknowledging the mistake, Roborock failed to rectify the situation in a timely manner. I was left waiting for months without a replacement brush, during which my vacuum remained inoperable. This lack of urgency and apparent disregard for customer satisfaction is unacceptable for a brand of Roborocks stature.In summary, my experience with Roborocks product and customer service has been profoundly disappointing. The initial product fault could have been an unfortunate, isolated incident. However, the companys failure to provide a timely solution reflects poorly on its commitment to customer support. Future buyers might want to consider this before investing in a Roborock vacuum.
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Customer Complaints Summary
19 total complaints in the last 3 years.
19 complaints closed in the last 12 months.