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Business Profile

Wholesale Electronic Supplies

Neato Robotics, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/03/2025

    Type:Product Issues
    Status:
    Resolved
    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 robot I received as a gift stopped working. I followed all the directions in trying to resolve the problems per their website, helpline, and ultimately emails. I was in contact with the company and they told me to send the robot to them and they would correct the problem - they would provide a shipping label. Upon several follow up messages, they told me they were going through Bankruptcy and there was a delay however they would still make it right. I have written to them many times and they have stopped responding. The communications began with them around June of 2024 and ended in October 2024 - my last communication from them was Sep 9th, 2024. The robot was a gift from my children and it's unfortunate they spent a lot of money on a gift for me that worked a little over a year only. Please advise recourse.

    Customer Answer

    Date: 04/01/2025

    Good morning *****, 

    The company has sent me a new robot that appears to work so far. This issue has been resolved. 

    Thank you, 
    ***** E *******

  • Initial Complaint

    Date:11/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Neato has stopped supporting the app to run their robot vacuum. I have messaged customer support numerous times. They have attempted to resolve the problem, ensuring the issue is not on my end, but still the app is not working. The app is critical to the performance of the vacuum and not supporting it makes the robot lose many functions. Vacuum was purchased on Jul 23, 2020 through ******. Hopefully the screenshots of the email's came through ok, I have the email's and can forward if that's easier.

  • Initial Complaint

    Date:10/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    My Neato D6 stopped connecting to network. Any attemps to reconnect through the Android app fail: the app is stuck at the step to save WiFi name and password, it doesn't proceed. I've identified error message in my phone logs confirming that the app is malfunctioning.I've been back and forth with the company customer support over email for over 4 months now without any resolution. Support keeps repeating the same troubleshooting steps, even though I've performed them multiple times and even provided videos.I have shared all of this information earlier with customer support and attaching it here:*************************************************************************************** This contains video of the issue, purchase receipts and serial number photo.

  • Initial Complaint

    Date:08/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 can't get ahold of Neato because I need help with it and every time I call the number they want my credit card number. And if I don't give them my CC number they won't give me the number for Neato. I can't get a hold of this company I bought this robot off of without a credit card number, I don't do that, I don't want a promotion.

  • Initial Complaint

    Date:06/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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 2 Neato Robotics for $267.64 on May 10, 2023 from **************** One for myself and one for my sons. On November 2023, one stopped working and I contacted Neato through email and was emailed a shipping label to send to them for repair. Second one stopped working in December and again was sent another shipping label for repair. Was told they are no longer in business, but they would repair them. Said it would take about 3 months because they has a lot to repair. Now, 6 months later, still no repaired cleaners. I've been emailing them at least twice a month to find out what is going on. I've been telling them either give me my money back, send me new ones or send me the repaired ones. Was told they cannot refund my money. I have saved all of the emails. Cannot find a phone number to call them, so I have to do all correspondence through emails. Please help me! *****

  • Initial Complaint

    Date:06/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Neato D10 robot vacuum from Amazon in June 2023. In December 2023 I contacted Neato Robotics support because it wasn't working. Neato advised me to send it to them for repair, which I did. It has now been six months since I sent the vacuum for repair, and they have yet to return it to me. For a while, Neato support was providing excuses, but they have now stopped responding. Neato Robotics should either honor the 1-year manufacturer warranty and provide a refund or return the device repaired. Being stuck in limbo for six months has prevented me from purchasing a replacement in case there is hope of getting the original repaired. I'm attaching my email exchange with Neato support.

  • Initial Complaint

    Date:04/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Neato D10 from amazon 2/20/23 for $399. Dec 2023 the navigation system quit working. I reached out to Neato since the product had a 12 month warranty to either repair, replace or money returned. I received RMA1478784 number with shipping label on 12/12/2023 and shipped device using shipping label, I will attach receipt below. The device was received 12/15/2023. 12/27/23 I responded to an e-mail asking if I had returned product and I replied i had and could send them the receipt, they responded no need they received it was received 12/15/2023..1//17/23 I received same message:Hi ***,I am contacting you to see if you would like to continue with your order, ticket *******, and if you have sent your faulty robot using the shipping label we provided. If you used your own courier service please reply to this email with the tracking number they provided to you.I would also like to remind you that the label we provided is valid for ******************************************** your faulty robot within the next 15 days, we will consider your issue resolved and close your order.Regards,***** Neato Robotics ************* I responded that I had and ***** responded that it can take ***** weeks to repair (I will upload e-mail chain)I have received the exact same e-mail on 2/2/24,2/21/24,3/7/24,3/22/24 and again today 4/25/2024. I have asked for contact information of the company repairing and been told they will contact me when it is repaired. I'm very frustrated that is is not resolved. At this point I would prefer $399 refund for purchase. I will accept a replacement product with a one year warranty. This is our second Neato product and we were very happy until this incident. I will upload correspondence below.Thank you,*********************** ************

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sent my Neato vaccum to be repaired while on warrantyband ot has been 9 months and have not yet received it. There Neato company customer service phone no longer work and they are not answering my emails!

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Neato D9 robot (vacuumcleaner) in March of 2023. It failed under warranted Nov. 2023. I reached out to Neato and they told me they were going to send me a label to ship it for repair. I never got the I keep being told that they were having an issue and working on fixing it. They keep telling me " sorry for the delay in sending your Shipping Label. We are having issues and are working on a Fix". I have provided all my information along with the purchase receipt. They have now stopped communicating. Complaint filed with AG as well. Company has failed to provide warantee coverage and they continue selling units.SEE BELOW emails. March 22, 2023 A few months go there were issues due to technical difficulties with having email issues containing shipping sent to the customers. The case pertaining to your previous ticket (ticket number *******) was apparently one of the cases affected. Therefore it was decided to create a new ticket and new SUR for those affected. In your case the new ticket is ******* and affiliated SUR number is SUR *******. Please continue checking for an email from our service partner containing a shipping, which in your case will have an RMA number, namely RMA*******.

  • Initial Complaint

    Date:03/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On June 2, 2023 I purchased a Neato D8 Intelligent Robot vacuum from Amazon. On approx Oct 27, 2023, the vacuum stopped working and would not connect to my wireless. There is no on/off or reset switch. On 11/27/32 I sent an email to ****************************************** advising that the vacuum was not working. Ticket # ******* was opened for D8 not powering on. On 12/723, I confirmed via email (****** @ ******************************************) that the vacuum was received by the service **** on Dec 4, 2023. Since that time, there has been nothing but emails back and forth, with ****** stating that there is no update. (1/11/24, 2/5/24, 2/26/24.) Consequently, I would like my money refunded for this non-operational robot vacuum.

Neato Robotics, Inc. is NOT a BBB Accredited Business.

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