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:02/19/2025

  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.

  02/07/2025 purchased from online store. Decided I want a waterless system , System never used. I sent an email to **************** to get RO # to retuen the product. I received a called and said it wasnt worth returning because it would cost me more to return. Ive never heard of such he said theres a restocking fee and then I would be responisble for the shipping return. I want a full refund of this product.

  Business Response

  Date: 03/04/2025

  Hello, Our return policy is clear on the website. If you want to send the product back we will issue a refund. We don't pay return shipping for a convenience return. Thanks

• Initial Complaint

  Date:07/21/2024

  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.

  After opening the box to this vacuum and connecting it to the power socket, the product did not even turn on. I had to pay a 25% restocking fee plus shipping charges to return the product back to the warehouse. After waiting weeks to get a refund, they said they never even received the product and they were not going to give me any refund. After multiple emails, I stopped hearing back from them. This company is a complete scam, and I urge customers not to get into a trap by buying this vacuum.

  Business Response

  Date: 07/29/2024

  Hello, customer never returned the vacuum. We never received it and no tracking could be produced. We cannot simply refund $800 without proof of even a return tracking number. We would refund if we received the vacuum back.

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  Placed order for Sirena vacuum and accessories on March 16, 2022, Order No. SIRENA**************** for $919.00. Order shipped March 17, 2022. Order received March 19, 2022. Registered product on April 1, 2022. Contacted Sirena on February 25, 2023 regarding issue with power head not working. Contacted Sirena on March 8, 2023; received response to watch video link, create a video and submit to Sirena. Contacted Sirena on March 22 through chat, requesting information to access my warranty info. I was speaking with MJ. MJ responded and said unfortunately I wouldn’t be able to do that. I then asked how I could access my account or registration information and was told that they had all that info., that I didn’t need it. I have attached a copy of the chat transcript. March 24, 2023, I sent video to Sirena as requested. I received a response from Joseph who stated that I needed to call customer service at 1-855-474-7362, which I did. I was then told that I didn’t replace the belt or check the bearings on the beater brush, which was not stated in the video, and told by Joseph to do those two things and the power head would probably work, but if not, to call back and speak with MJ. Joseph stated that even though the vacuum is technically out of warranty, for one time he would repair if replacing the belt and cleaning the bearings didn’t work. I called back to speak with MJ, but was put on hold and no one ever answered. I then sent an email to state that I had completed what Joseph had asked me to do, and that the power head still doesn’t work. I received a response from Joseph with a label to send the vacuum to Florida at my expense, and stated that I would be responsible for shipping and labor. Sirena’s warranty is 10 years/3 years (see attached). This place is a scam as stated in numerous reviews, with no quotes on cost for repair, replacement, where the product is being shipped to. Very shady.

  Business Response

  Date: 04/17/2023

  Hello, After doing our best to trouble shoot the issue through email and phone calls we emailed the customer a prepaid fedex label. I have attached the email. Customer was not paying anything for her warranty or shipping. Still have not received the machine to be fixed into our warehouse. All she has to do is print the label and drop at fedex and we handle everything free of charge. We are a small business and do not have anywhere for customers to see their warranty online. We are waiting on the machine so we can repair it.

  Customer Answer

  Date: 04/18/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/03/2023

  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.

  I need one of two resolutions, the first that I am sent replacement parts in an attempt to make my product work. The second being I am given a full refund and will gladly send my vacuum back.

  Business Response

  Date: 01/13/2023

  Hello, We have fixed the Customers Sirena vacuum under warranty. It has already been sent back to the customer Via ***** tracking *************

  Business Response

  Date: 02/13/2023

  Hello, Sorry you are having issues with your Sirena vacuum. I can assure you, you have not spoken with the owner. If your Sirena is having issues we will gladly fix it under warranty. When the vacuum is fixed in our warehouse we test them for hours, this could be why the parts don't look brand new. But we must make sure the issue is fixed by testing them. Please give us a call and we will start a warranty repair. Thanks

  Customer Answer

  Date: 02/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  this machine has already been sent in twice in the last six months for the same repair. I do not have time to do this every few weeks after I receive back a repaired item. The last time I sent my pieces in I requested that new pieces be sent back to me because I do not want refurbished pieces. I understand going through all of the procedures a company has for a repair, this is not the first vacuum I’ve owned. However, this is the first time I’ve ever had an issue with the vacuum being repaired twice and still not working. This is also the first time I’ve ever called anywhere and have the most horrible customer service.  Maybe $1000 is not a big deal to the owners or employees at Sirena but it’s a big deal to me, I would never think of spending that much money on a product that I couldn’t use continuously because it kept breaking. I would like a refund, the vacuum has been sitting for about four weeks now. Totally unused. I think in total this vacuum was only used for two weeks in between breakdowns. I’ll happily pay the restocking fee, but I no longer wish to have this repaired. You have repaired it twice and not fixed it. Is this point being lost on someone? You have had it twice to repair it and have not done the job sufficiently. Is this common practice? Do you typically service the same piece of equipment continually until someone just gets sick and tired of doing it? How many times will I have to send it in before it is repaired? Will it ever be totally repaired? Is my carpet attachment not supposed to be used on carpet? Maybe I’m using it wrong.  I’m having a hard time understanding why I cannot be sent new pieces in the mail. The machine is u see warranty…..so send out new pieces. If I have issues with the brand new pieces, I will happily go through a repair. I am not convinced I was given new pieces since they came with dust inside of them. Yeah yeah, I understand you test the pieces and that’s why there’s dust in them however who sends a customer dirty pieces of equipment? Get an air compressor and blow them out. Is that so difficult? I don’t want foreign dust and dirt and contaminants entering my home. Gross.  Don’t remember the last time I ordered something and it came with a stain, dirt, smears or smudges on it. Only from Sirena. The other point of contention is that each time I have had to send the machine in for a repair I have had to send in the base unit. For anyone, not familiar with a Sirena, the base unit is where the hoses and all other attachments are affixed to in order to use the machine. So while my carpet attachments are broken, I could still be using the machine around my home to sweep my hardwood floors, Upholstery, clean out my vehicle, dust, the list goes on and on. That was part of the appeal, that the Sirena had so many functions for our home.  I have had to purchase another vacuum cleaner because I’m not able to use this one the majority of the time. That’s 300 extra dollars we spent after we spent $1000 on a vacuum. That’s absurd, don’t you think? As far as the last representative I spoke to telling me they were the owner, I can honestly say that while I have not had great experiences with any customer service representative, it has always been one person. The last time I spoke to someone it was a different representative. This is a huge problem for your company, if you have someone representing themselves as your owner and that’s not true, do you not see that as a problem? As a customer with a complaint, I should be able to speak to a supervisor or manager about my problem. Not be lied to and hung up on. Aside from your customer service, the product is terrible. I have never ever bought something brand new and had to send it in twice for repairs within the first year of owning it.  This is exactly why we buy quality products, we don’t have time to deal with junk pieces, breaking down all of the time. You think with spending $1000 on a vacuum it would be a quality product. Now I understand why people spend the extra money for rainbow. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/28/2022

  Type:Billing 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.

  While unpacking and assembling this product for the first time right out of the box, the plastic on the nozzle that fits into the power head broke. I owned the machine for 20 minutes and it was already breaking. I didn't even turn it on yet or finish unpacking. I immediately contacted the company and the person that answered said they would send a new hose. Wonderful. Asked if I could still shove the metal tube back in and try to vacuum. He said yes, fine. I fill the water basin, turn it on, vaccuum 5 (FIVE) small passes on my carpet and it smells like burning wood and electrical wires!! Shut it off, cool it down, pack it right back in the box (mind you I've owned it for like an hour now and half of that time was looking up phone numbers, taking photos, and answering a return call for the broken part.) I didn't even unpack it all. I Email the company stating that I don't want it- it smells hot and unsafe. I want to return it. Days later heard nothing from them, emailed again. Received a phone call stating that it's a "normal" smell. Umm- NO. It was not. When I complained about return policy for something under warranty he said ok. Then in the reply email from them it states NOTHING about a restocking fee. They ended up charging me $150 fee for something I owned for 1 hour (and broke in 20 min) and smelled like a fire hazard that I didn't feel safe operating! I had to pay over $90 to return it as well! What a despicable company and product. They are selling unsafe JUNK and then charging people an outrageous price to return the garbage that should be recalled when it's supposed to have a WARRANTY. I don't want other people falling for this hoax and hope that the BBB demands that they not penalize people for "restocking" fees when they sell you a junk product that is a potential fire hazard. I hope everyone AVOIDS THIS COMPANY!! When you spend $600 on a product with a WARRANTY they should replace or refund at NO cost. Can't even find their warranty terms! Sickened.

  Business Response

  Date: 01/05/2023

  I'm sorry you feel your experience with Sirena was less than stellar. We have over a million happy customers. Upon receiving your Sirena back to the warehouse we found absolutely nothing wrong with it nor was there a burning smell. We have never once had a Sirena that was burning hot and unsafe, this claim is false. If the Sirena has an issue we are more than happy to replace or fix the Sirena. Unfortunately with the cost of shipping we have a restocking fee for returns of convenience. We have an exceptional warranty and the majority of our customers never need it. Our return policy and warranty information is simple to find on our website.
  
  Return policy is here *************************************************
  
  Warranty information is here
  *********************************************************

  Customer Answer

  Date: 01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't care how many happy customers you think you have when you don't take care of the unhappy customers you get a bad name. Even your response on the BBB is rude and condescending. I know what I saw and I know what I smelled in the the very short time (were talking hours, not days) and your remarks are basically calling me a liar. Furthermore, I PAID THE SHIPPING FEE to send it back to you so charging money for a restocking fee for shipping charges is bogus. I paid to send it back AND you charged me the fee- so I lost nearly $250 trying your trash product. I just want others to beware of this unprofessional and scam business. When you spend that much money on a vacuum you would expect better quality and customer service. You can see by the pictures it broke in the first 20 minutes out of the box. Maybe edit your warranty info to say "we won't give you a refund when it breaks, we'll just keep sending you parts so you can never use it as intended after paying hundreds of dollars for it." I should've gotten a refund after the first thing broke on it instead of having to cobble parts back together to even use it!! I literally just want MY money back!!

• Initial Complaint

  Date:08/30/2022

  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.

  Bought the vacuum for $798
  Bought on August 9th 22
  Order number ***************
  Turbo pet hair brush $84.97
  Bought on August 9th 22
  Order number****************
  
  The power nozzle for the vacuum cuts the power in and out so the brushes just stop and this is apparently normal but not at all how the product was advertised. They will not respond to us about returning it, past the one response we did get. They are also trying to charge us a 20% restocking fee for returning it. In the one response we got they mentioned there would be a 20% restocking fee which is absurd because I'm not returning the vacuum for some dumb reason. It hardly works on carpet!
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We do charge a restocking to return Sirenas. For one they cost $60 to ship due to size, which we pay. Also, rarely do customers return them in the same condition and with all the attachments. Our return policy is listed here https://sirenasystem.com/return-policy/ . If there is an issue with the Sirena, we would love to exchange it. We have no issues doing this. Please call us at 18554747362 between 9am to 5am EST. We absolutely will exchange the Sirena. Thanks
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I reject the response because if you were a reputable business selling a quality product people wouldn't be returning your product so often that you need to charge a restocking fee. We thought we were getting a quality product so we didn't worry too much about looking for some return policy. I can return a ***** or a **** after 60 days for 100% refund, no cheesy restocking fee. I'm of the persuasion that you guys only buy a few at a time and just live off of your restocking fee as it seems like a majority of them get returned. Also you misrepresent your product, It's made by royal an Italian company.
  
  You would not answer the phone for the number that we ordered the unit with, but as soon as I called from a different number within the minute of calling from the number you had you answered on the second ring. We were very close to our 30day return and if you look on ****** that's what everyone says is that you won't answer the phone for them inside the 30days. Furthermore the reviews on ****** that are positive are the same reviews on your website that we're just copied and pasted probably by your friends.
  
  Also you say the vacuum leaves your house smelling clean, it does not. It leaves the house smelling like a mix of wet dog and mud.
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  Thanks for your reply. 100% of your response is fabricated. Degrading us and making up lies will not change our return policy. We are not **** or *****, we are a small business that manufactured a affordable solution to an otherwise $3000 direct sales type of vacuum. to keep our cost low for the customer we do not have enough profit to cover to AND return shipping for customers that want to just clean their house real quick and send it back, this is why we charge a restocking fee. We are the manufacture and our motors are made in Italy, but We are not in any way associated with this royal company you speak of. I assure you we sell thousands of units a month and the restocking fee does nothing more than pay for return shipping and missing parts customers fail to send back. As indicated by the attached picture, we do not only buy a couple to get by. I'm not sure why your house would smell of wet dog and mud but I'm not sure this is something you should share with the public. I wish you the best.