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:08/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a Narwal robot vacuum/mop which worked well for the first couple of months before it began having serious performance issues. The vacuum stopped cleaning properly, and the mop function stopped dispensing water altogether.
  
  Over the past three months, I have been in constant communication with Narwal customer support. I have completed every troubleshooting step they requested, including resetting settings, performing multiple tests, and sending numerous photos, videos, and screenshots to confirm the issue. Despite this, they repeatedly claim the problem is on my end. I have used this product for six months and know how it should function — it is not user error.
  
  Narwal eventually had me ship the unit in for repair. It was in their possession for approximately two weeks. According to the service tracking, it was “assigned” to a technician and then marked “resolved” in under ten minutes. When the unit was returned to me, it performed exactly the same as before — in fact, it was worse. The original issues remained, and no meaningful repair was done.
  
  I have made multiple requests for a real solution, such as having the unit properly inspected or replaced, but Narwal has not fixed the problem or offered a resolution. Instead, they continue to repeat that the issue is on my end. I recommended this product to several family members based on its early performance, but now I regret doing so given my experience.
  
  Desired Outcome:
  I am requesting that Narwal either:
  
  REFUND or
  
  Properly repair my device so it functions as originally intended, or
  
  Provide a replacement unit that works as advertised.

• Initial Complaint

  Date:01/03/2024

  Type:Product 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.

  - The date of transaction is August 4th, 2023, I bought the Narwal **** ***** ****** *** *** on ****** Narwal store.
  - I paid $917.49 to the business.
  - The business committed to provide 1 year guarantee for this product.
  - The robot began to have malfunctional noise after 4 months of use. We've tried to change all accessories and followed the instructions they provided. I've requested them to repair the product, or replace the item or refund. However, after one month of communication over email, I still didn't get the robot fixed. The product cannot be used over 1 month during the 1 year guarantee. Now I need the business to replace the robot to a new one instead of repairing this robot, it's unbearable to waste so much time to communicate with them, and I think they're just communicate to buy time.
  - Order number: *******************

  Customer Answer

  Date: 01/04/2024

  Hi, here's the address of Narwal: ****************

  Specifically I bought the item on ****** ****** ****** *******************************************************************************************

  Business Response

  Date: 01/15/2024

  Dear Officer,

  I hope this message finds you well. I am writing to update you on the progress of a customer support case involving a product malfunction. Since receiving the customer’s initial inquiry on November 30th, our team has diligently provided troubleshooting guidance and requested necessary information for processing aftersales support. However, we encountered some delays in communication as the customer's responses were infrequent, with no significant update received until December 26th.
  Throughout this period, we have maintained active communication efforts and have endeavored to deliver the highest level of assistance. While we acknowledge the customer's need for aftersales service, we are pleased to inform you that we have facilitated this process by issuing a complimentary shipping label for the customer to return the defective unit.
  As of now, we are awaiting the return of the product to proceed with the replacement. Please be assured that all actions taken have been in strict adherence to our aftersales policy framework.
  We appreciate your understanding and are committed to resolving this situation to our customer's satisfaction.
  Thank you for your attention to this matter.
  Sincerely,

  Robin

  Narwal

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We purchased the Narwal T10 on 2/10/22. The vacuum was initially functional but suddenly stopped working in August. There is no damage to the unit, it charges and turns on when plugged in. The developers pushed an update that completely bricked the device. It is unresponsive to buttons as well as app commands and unable to connect to wifi to receive any patches or further updates.
  Upon contacting the company for user support, I was forwarded only a device manual. The device manual does not address any of the issues the vacuum is experiencing.