Complaints

This profile includes complaints for Ecovacs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ecovacs

  1820 Gateway Dr #306 San Mateo, CA 94404

• 

  Ecovacs

  1500 Fashion Island Blvd Ste 201 Suite 201 San Mateo, CA 94404-1591

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:07/18/2023

  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.

  Hi there, I received a Yeedi vacuum, which is a subsidiary of Ecovac, as a gift from Amazon. I reached out to the company directly when my vacuum stopped working well, and stopped holding a charge. I provided them with a screenshot of my tracking information clearly showing that it was delivered to me and that it was purchased at Amazon. However, I did not have the Amazon order number. They refused to do anything to compensate me or help me troubleshoot my issues. Their customer service was not able to resolve my issue, and directed me back to Amazon, despite me telling them I had already spoken with Amazon. Now I am left with a nonworking machine. Unacceptable.

  Business Response

  Date: 07/24/2023

  Thank you for contacting Ecovacs Robotics. We value your feedback. Your BBB complaint was forwarded to *****'s customer support and escalated to the proper parties. Although Yeedi is a subsidiary of Ecovacs Robotics, we have a separate customer support group. They will reach out to you ASAP. 

• Initial Complaint

  Date:07/13/2023

  Type:Sales and Advertising 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.

  They remove reviews from their own website after they are posted if they are not five stars. Leads to misleading reviews of the products. This lead me to trying their faulty devices that had multiple issues and bugs, but I clearly am not able to see the negative reviews on their site as they are removed like mine was.

  Business Response

  Date: 07/17/2023

  If you click on the link ********************************************************************************************* you will see your one star review. 

  Hope this helps and thanks for the fearless feedback. 

   

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20314894
  
  I am rejecting this response because:

  They only added my review back now after a complaint was made. Now that they are allowing reviews to post on the page, it has gone from a 5 star overall review rating to a 2 1/2 star review rating in the past five days (since this complaint was submitted). If they allowed reviews to be posted before this complaint that were negative, it wouldve saved a lot of people the hassle of buying a faulty product  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/27/2023

  Thanks for your response.

  Regarding your review on the Ecovacs webstore, the system was experiencing a glitch when you were checking the webstore. This has been fixed in the backend and that there shouldn't be anymore issues regarding the reviews that were posted. 

  As far as the unit that you claim to be defective. Our repair center did the a thorough testing of the unit that you sent in and it passed with flying colors and was unable to replicate the issue that you mentioned when you contacted our customer support line. Additionally, our service manager has been using the unit that you returned and he was unable to replicate it for the past three weeks. Please note that he lives with a Great **** and shed profusely. 

  Attached are the two photos when they were received at our warehouse and the notes on the inspection. The other three photos are from the service manager's home. 

  Appreciate you taking the time in reading our response to your complaint. 

  Best, 

  The Ecovacs AMR team

• Initial Complaint

  Date:05/01/2023

  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.

  Hi there,Recently I bought a deboot X1 bundle from the Ecovacs webstore (order number ***************, totally $1,239.14, Apr 27, 2023), and I placed duplicated orders at that time. Then I contacted them through the online chat to get one order returned and refunded (I did not open the box yet). However, they only give me an automatic reply and never further response (they said, "we need approval from the related team"), and anytime I create a return form request, they **** it as closed to do nothing. Their irresponsible attitude made the purchasing worst experience.I'm merely a Ph.D. student, and one order will cost most of my salary. I need this part of the money to support my life actually.Regards,***

  Business Response

  Date: 05/12/2023

  It seems that someone from customer service is helping ***************** with his request for refund for the order that he placed and we are awaiting for him to furnish us with the serial no. There is a process involved in shipping back returns and refunds. Once we receive the information being asked from the customer and receipt of the units that are being returned, we will initiate the refund. 

  Thanks!

• Initial Complaint

  Date:03/07/2023

  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 Deebot T9 Plus on ghee 24/4/2022 from JB hifi in Harbour town for $1200.Had issues with the unit not mopping properly and returned Ti to the distributor for repair on the 14/1/23.The unit was returned from repair on the 22/2/23.The unit was found to be still faulty and also had been broken more in transit.Returned the unit to the store on the 3/3/2023 for a refund/replacement to be told that the unit had to be sent away 3 times before replacement and to contact the manufacturer.Contacted ECOVACS customer service seeking a refund/replacement as the product was not of the quality that was advertised. Advised that the product was not eligible for refund/replacement.I expressed my dissatisfaction as the because of the faulty product I had to hire a cleaner for the period of absence which was around 6 weeks. I was told that they would not offer a replacement as this was not their policy. I am seeking a refund/ Replacement as this is unacceptable for a product that costs $1200 and is advertised as quality.

  Business Response

  Date: 03/08/2023

  This is a customer based in *********. We only deal with customers who have purchased our products in ***************** and ******. We have another regional office in *********  that can handle this particular customer's complaints. 

   

  Thanks!

• Initial Complaint

  Date:02/15/2023

  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 purchased an ECOVAC that was not as described, I was going to return it, but the company offered me $600 off to keep it so I did but they have not issued the refund.Also the items isnt working and under warranty and needs to be replaced but they dont respond.

  Business Response

  Date: 02/22/2023

  The customer, ************************* contacted us on Monday, February 2023 via chat (ticket no. is #******) regarding his X1 Turbo that no water was dispensing from the clean water tank. Serial numbers of his unit were provided to our customer service agents. SN#******************** and SN#Base *********************. His unit is under warranty so we are arranging a repair for his unit. We have sent him a prepaid return shipping label (1ZR51W539092944731) via email  ************************* and are awaiting the return of his unit at our repair facility. As of February 22, 2023, he has yet to mail in the unit for repair. We NEVER promised him a refund. 

• Initial Complaint

  Date:02/14/2023

  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.

  Purchased the Vaccume for **** USD July 31, 2022 - I order the Ecovacx X1onmi.October 10, 2022 - a tube clogs and the drain panwon'tdrain. I'm instructed to return the device.December 9, 2022 - I receivethe device back with no power chord, so it's unusable.Jan 16, 2023 - I got the power chord and discovered your team never bothered to fix the original problem. All I want to do is walk away from this mistake and get my money back. They force me to send it back again to get another model. At this point, this is by far the worst purchasing experienceof my life.February14, I finallygot my new one, and the model is onlyfor *****. This is truly absurd.

  Business Response

  Date: 02/22/2023

  Unfortunately, we cannot offer a refund to the customer since the return window is good for 30 days. We are replacing his X1 OMNI unit with a new one and it is scheduled to be delivered by *** on Friday, February 24, 2023 together with a buddy *** worth approximately $50. The tracking information is as follows: 1ZR51W530399392863.  

• Initial Complaint

  Date:01/04/2023

  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.

  On December 8, 2022 I purchased the Deebot X1 Omni, Black. On 12/9/2022 the package shipped and delivered to me on Tuesday December 13 @ 3:37pm. I unpackaged my robot and set it up for use after charging. After allowing the robot to charge, I mapped the house then had it start cleaning. After approximately 30 minutes of use, the robot stopped moving, however, continued to run. The motor was going, it just wasn't spinning the wheels. Frustrated at this point, I understand production sometimes has issues. I called customer service the following morning and was instantly told to contact my point of sale. Well, that would be Ecovacs as I bought it directly from the website. She then tole me to start a warranty claim. What for? I have had it less than 24 hours - I informed her I wanted a NEW replacement. She then indicated she would start a "ticket" and escalate the request. I was notified by email the following day, 12/15/2022 where they asked for a picture of the serial number for issuance of a return label and once the product was received, they would send out a new robot. I provided the information and a return label was created. I packaged the product up and shipped back to them 12/17/2022 and receipt of shipment confirmed via *** tracking at their location 12/28/2022. I have yet to receive any updated information on a new robot being sent to me and I have not been contacted by anyone at Ecovacs since 12/16/2022. I have reached out to ALL emails I have 3 times since 12/28/2022 with absolute silence. I am out over $1k and no robot to show for it. This is the worse customer service I have ever encountered.

  Business Response

  Date: 01/05/2023

  We apologize for this customer's confusion and frustration regarding their replacement unit.  After investigating this ticket, the customer's original unit was received by out repair center on 12-28-2022.  And a replacement unit has already shipped out to them with tracking number 1Z3595880393405148 via UPS.  The argent communicated this and added an additional discount coupon code, E10CH, for future purchases due to the delay. 

   

  The actual delay was caused by the holiday season and the operation being shut down in observance of Christmas and New Years Day.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18685927
  
  I am rejecting this response because:

   

  First of all, there is no confusion on my part. It is very clear that there was lack of communication from Ecovacs as I attempted to reach out numerous times. I completely understand holidays, however, that does not excuse Ecovacs from not providing an update to simple emails that were sent.  The response of 'replacement shipment has been processed' came after many attempts at contact for an update along with me reaching out to every Ecovacs email address I could find several days after the holidsys were over. Communication is key in any relationship to include ********************************* This is the worst customer service I have ever encountered and my recommendations to anyone that is thinking of purchasing product from Ecovacs to rethink your decision. I will not be a future customer to their brand.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  There is no further action to be taken on this complaint because the situation was resolved.  We are sorry that the customer does not agree with the delay causes we indicated.  Further, we confirmed the replacement unit tracking information as well as a discount offer for future purchases if customer chooses to utilize.  Again, tracking number 1Z3595880393405148 via UPS,  additional discount coupon code, E10CH. 

• Initial Complaint

  Date:12/31/2022

  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.

  On 12/15/2022 I purchased a ECOVACS DEEBOT DEX11 but I never got to use it because I was moving to a different house. On the moving process I accidentally dropped the charging station and it broke pretty bad and it became useless. I reached out to customer service via chat on 12/31/2022 regarding this problem, because I never got to use my new vacuum and it only functions with the base. The response I got from the expert called Icy. W was that he/she was sorry but they don't provide/sell the charging station separately (even though their website states that as an option as part of the 1 year warranty) and that I should just keep an eye on the website to see if they will sell this separately in the future. I seriously thought he/she was making fun of me because of that answer. So, what this person basically said is that the vacuum that I just bought is garbage. I bought the product recently and I won't be able to use it because they don't provide/sell the station on its on and I don't know until when I will have to wait and "keep an eye on their website" to get a new station and finally be able to use my vacuum (if they ever offer that). I acknowledge that it was my fault to drop the station, but now the entire vacuum is garbage because the company can't provide/sell a new one. Accidents happens but this one could be easily fixed by the company if they provide/sell me a new one. I have requested to the person on the live chat to speak to a supervisor and I was told by that person that I couldn't talk to anyone else because no one is available (NO ONE IS AVAILABLE?). I am extremely disappointed to have spent that much money on a product that I can't even use anymore, or ever since i have never used it before. Us, as clients, weren't supposed to be going through all of this to get help from the company. All I want is to be able to get a new charging station and use my vacuum. P.s.: I don't have the station anymore because I threw in the dumpster on my last house.

  Business Response

  Date: 01/02/2023

  We apologize for the customer's frustrations.  ******** we offer charging docks of several varieties on our website, along with numerous other replacement parts and accessories.  The agent's advice to look to this option in order to try to find the charging dock you need was correct.  Not all versions and model charging docks may be available at all times, so as the agent indicated, with some models its necessary to check when the model that fits your unit is listed.  End of life and discontinued Deebot units will have available replacement parts available only until inventory is fully depleted. 

   

  While the customer's inability to use the unit stems from their accidental, yet admitted, damage to the product, the agent handled this situation properly.  ******** ********** has authorized a 10% discount for any future purchase for this customer with the hope to offer a positive outcome.  Further considerations are not available. 

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18666879
  
  I am rejecting this response because: the vacuum I bought is a new one that just came out and the company doesn't sell it on the website. So, what the company replied to me was that they sell only the entire vacuum for $1099, and that I'll never be able to use the vacuum I just bought because they don't sell a part of their own product, that only them can make it and sell it. What they are basically saying to me as a customer is that I shouldn't have bought their products at the first since they can't help replace a piece that only tem manufacture, and that is needed for the vacuum to work. Just to be clear, I'm not even asking for them to send the dock station for free, I'm willing to PAY for it. I just don't want to loose my new vacuum. I'm asking for their help as their client, customer and consumer. 

  
  

  Sincerely,
  
  ***********************

  Business Response

  Date: 01/09/2023

  This issue was escalated to our director.  He has authorized a replacement unit be sent to this customer upon the return of her current unit at no charge.  He approved this override of policy as the customer was honest about the cause of damage and properly sought a replacement via purchase.  Customer will receive a prepaid shipping label to send their unit back to our returns center.  Once customer's Deebot is received a replacement will be sent.  **************** manager has been updated and will take care of next steps.  

   

  thank you

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will send my unit back to ECOVACS as soon as I get the shipping label. Also, I would like to thank the company for being understanding and helpful. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/18/2022

  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 purchased an Ecovacs Omni X1 from Best Buy in April, right after their US release. Almost immediately it began having issues with the front bumper stating that the bumper was stuck and to gently tap the bumper. During this issue, the machine would only go backwards. This issue precludes the machine from working. *** reached out to support several times. Each time Im asked to tap the bumper, provide proof of purchase, my information and a video. Every time when we get to the either replacing or repairing the machine, the service team stops responding. This can be seen in service ticket ******. Ive now restarted the conversation with ticket ******. These are not my first attempts, but I didnt know to ask for previous ticket numbers.I really just want help with either replacing or fixing the machine. Its been 8 months.

  Business Response

  Date: 12/19/2022

  We apologize for this customer's frustration.  After this incident was escalated and investigated the management member advised that Ecovacs will be sending a replacement X1 Omni unit to this customer.  Unfortunately there is no further upgrade possible as this is Ecovacs top tier product.  Customer will be issued a pre paid shipping label to send their current unit back and their replacement unit will be shipped.  We hope this resolves the customer's situation.

• Initial Complaint

  Date:12/10/2022

  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 paid about $399 for a ecovacs deebot about **** months ago. I cant recollect the receipt for the business for warranty replacement. I have tried to resolve with the business but its unsatisfactory. Its my understanding my unit may be out of warranty for some reason after relaying the numbers from the unit. I received ad a gift. The business would like me to drive out to a diagnostic facility for warranty repair which out of pocket Im looking at gas expenses back and forth and lost time for work. The other alternative was mailing in the unit but I would have to fork over shipping and handling costs. My concern is this is a few hundred dollar unit which seems the business is not standing by this valuable and alleged robust product. My case number communicated via email is 622193.Im seeking a free replacement.

  Business Response

  Date: 12/16/2022

  We apologize for this customer's frustration.  After investigating this situation, and as the customer indicates in their complaint.  The unit purchased was out of warranty but also, customer was not able to provide a proof of purchase or sales receipt so we could verify.  Even without the proof of purchase we referred him to a repair service provider, ********* as we do for all customers with out of warranty repair needs.  Unfortunately, prepaid complimentary shipping is only provided for verified warranty units. 

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18553349
  
  I am rejecting this response because:

  
  I was also offered 50% off but a higher priced model. As stated in my complaint, these units are a few hundreds of dollars. I shouldnt have to drive to a service center that is out of my way taking time off from work and high auto fuel costs. 
  

  A free pre-paid shipping label would have been amicable. I will never but another unit from this company and will make sure my honest review is posted on public websites for this unit for buyer beware.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/19/2022

  We apologize for this customer's situation.  However, as stated the item is no longer under warranty so we do not issue prepaid shipping labels for out of warranty repair units as they are not shipped to an Ecovacs run facility nor are they shipped to our repair center.  Out of warranty units referred to ********* is a recommendation for repair services.  Customer is of course free to use any repair service they choose if this is not their preferred option.  Discount offers for future purchases are made when our customer service department is attempting to help customers with expired warranties obtain a new unit at a lower cost as a repeat customer.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18553349
  
  I am rejecting this response because: the response states from the company states that, "discount offers for future purchases are made when our customer service department is attempting to help customers with expired warranties obtain a new unit at a lower cost as a repeat customer". Where is the discount offer? The discount was off a $499+ unit. This is unacceptable to me. The unit alone was $399. As stated, I'm not driving to a facility to use up my own fuel, time off from work, etc. I will be placing negative reviews on ****** regarding this situation to help customers understand that your company doesn't stand by products that are a few hundred dollars. 
  
  Sincerely,
  
  *************************