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:07/11/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 07/21/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. I apologize for the inconvenience and frustration you have encountered.
  
  We looked into your contacts with Support and learned that the issue has been resolved under case #********. We are happy to know that your concerns have been addressed.
  
  If you need any further assistance or have additional questions, please feel free to reach out. We are here to help and ensure your satisfaction.
  
  Thank you for your patience and understanding.
  
  Best regards,

  iRobot ************** Corporate

• Initial Complaint

  Date:07/06/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint regarding iRobot's refusal to honor the warranty on my Roomba despite the product being registered in their system and confirmed to be within the warranty period.When I attempted to contact iRobot via email, their system failed to recognize my serial number, even though the robot is registered under my name and appears correctly in their app. As a result, I had to call their customer service, where a representative assisted me and opened case #********. She was able to locate my registration, confirmed that my product is still under warranty, and guided me through a reboot that unfortunately did not resolve the issue.However, despite confirming the warranty status, the company is now refusing to proceed with the warranty process because I no longer have the original proof of purchase. All my information is registered with them, yet they are unwilling to provide the necessary assistance.I believe this is unfair treatment, as the product was properly registered and the warranty period is still valid according to their own system. I kindly request your help in resolving this matter.Thank you for your attention.Sincerely,****** ********* Roomba Case #: ********

  

  Business Response

  Date: 07/10/2025

  Dear ******,
  
  I hope this message finds you well. We're sorry to hear about the issues with your Roomba i3, as well as the situation not being able to find your receipt of purchase. We are pleased to inform you that we will be replacing your Roomba with a newer model. The replacement will be a stock robot without a battery, self-emptying bin, and dock. Please keep your current robot, battery, self-emptying bin, and dock, as they will be compatible with the new unit.

  Order number 08651631 has been placed for a Roomba i8, you will also receive a return label to print and afix to your old robot, we appreciate your help dropping the return at your most convenient *** location.

  Thank you for your patience and cooperation. If you have any further questions or need assistance, please feel free to reach out.
  
  Best regards,

  iRobot ************** Corporate

  
  

• Initial Complaint

  Date:06/29/2025

  Type:Product 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******wo months since I initiated the claim. Yarlleth (supervisor) then engaged in the email thread and I asked him/her to call me. No call was made. They asked for proof of purchase and I emailed them the invoice from ******. Then I was informed via email that they were going to send me the replacement items (although they had already told me that they had been shipped on 5.31.2025) and they asked for my physical address. Later on I received an email stating that they were only going to be sending me the base and to send them my physical address.I asked if they could reimburse me for my purchase and I would happily send them the products but they declined this because I purchased the items through *******I insisted for them to call me and they have not done so and I do not know what else I need to do. All I want is for them to either reimburse me or send me a new vacuum and base since both of those items are malfunctioning and under their warranty.

  

  Business Response

  Date: 07/09/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We'd like to extend to you an apology for the inconveniences you have faced with the robot and base, and appreciate your patience throughout this process.
  
  I wanted to inform you that we have issued order #******** under Support case #******** for a replacement Roomba j6. We are committed to resolving this matter and ensuring your satisfaction with our products.
  
  If you need any further assistance or have additional questions, please do not hesitate to contact our Support team. We are here to help and ensure you receive the support you need.
  
  Thank you once again for your patience and understanding.
  
  Best regards,

  iRobot ************** Corporate

• Initial Complaint

  Date:06/29/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  When i called *** today, I was told that i need to get in touch with the shipper for further processing of my refund

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/09/2025

  Dear ******,

  Thank you for reaching out and sharing your experience with the delivery of your robot order. We understand your concern regarding the missing robot and the condition of the package upon arrival.

  Our records indicate that the package was shipped out with the complete setup, including the robot, home base, and accessories. We have also noticed that a damage claim has already been filed with *** to investigate the issue further. Please allow *** some time to conduct their investigation and report their findings. We are committed to resolving this matter promptly and ensuring your satisfaction.

  Thank you for your patience and understanding. We will keep you updated via support ticket # ******** and via this portal, on any development with the investigation. We are here to assist you throughout this process.

  Best regards,

  iRobot ************** Corporate

  

  Business Response

  Date: 07/11/2025

  Subject: Confirmation of Refund and Return Instructions
  
  Hello ******,
  
  We would like to inform you that your order has been successfully refunded. Please allow for standard refund timeframes as per your bank's policies for the funds to appear in your account.
  
  To complete the process, we kindly ask you to return the base using the provided Return Label (*******************************************************************************************************************************************). Simply print the label, affix it to the package, and drop it off at your nearest *** location.
  
  Thank you for your cooperation and understanding. If you have any further questions or need assistance, please feel free to reach out.
  
  Best regards,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:06/21/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have submitted pictures through x (formally *******) as theyve requested. And emailed photos of the robot through nothing emails. You have no excuse to not have them. I demand a combo unit upgrade brand new

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  when I unboxed the replacement today, June 19, 2025, I discovered it was downgraded to a Roomba J7contrary to iRobots guarantee and my expectations for a comparable or upgraded unit. Furthermore, this J7 arrived incomplete, missing critical components: the battery and dust bin. This forces me to contact iRobot yet again to resolve issues they should have addressed months ago.iRobots pattern of delivering defective products, ignoring reasonable requests for an upgraded combo unit, and providing inadequate customer support is unacceptable. Their delays, lack of accountability, and failure to honor their guarantee have caused significant inconvenience and financial loss.I demand that iRobot provide an immediate upgrade to a fully functional Roomba combo mop and vacuum unit, as originally requested, or I will pursue arbitration to resolve this matter. I expect a prompt response and a resolution that reflects the severity of iRobots failures.

  

  Business Response

  Date: 06/24/2025

  Dear ********,
  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the series of inconveniences and frustrations you've experienced with your iRobot products and our customer service.
  
  We greatly appreciate your patience throughout this challenging process. Your detailed account of the issues you've faced, from the initial incident with your Roomba J7 to the recent delivery of a unit with non-compatible battery, has been thoroughly reviewed by our team.
  
  We want to assure you that we take your concerns very seriously. The product issues, communication gaps, and unmet expectations you've described are not representative of the quality and service we strive to provide to our customers. In your support case ******** you have mentioned that you have provided some pictures multiple times before our Safety team started handling your case. We have no records of these details having been provided to our support team, as it seems you're using multiple means to contact us, including (and possibly not limited to) ************************ and ********************************. Please know that our team does not have the ability to consolidate multiple interactions from differents sources and we recommend that (if need be), in the future you aim to contact us using the same contact info.
  
  In response to your complaint, we have immediately escalated your case to our senior customer resolution team. They are currently reviewing all aspects of your experience and working on a comprehensive solution that addresses each point you've raised.
  
  You can expect an email from this specialized team today. They will provide you with a detailed resolution plan, which will include addressing your request for an upgrade to a fully functional Roomba combo mop and vacuum unit.
  
  Once again, we sincerely apologize for the inconvenience and disappointment you've experienced. We are committed to resolving this matter to your satisfaction and rebuilding your trust in iRobot.
  
  If you have any immediate questions or concerns before receiving the email from our resolution team, please don't hesitate to reach out.
  
  Best regards,
  
  iRobot ************** Corporate

  

  Business Response

  Date: 06/25/2025

  Hello ********,
  
  Thank you for reaching out and providing the necessary photos of your robot to our ************ team. I apologize for any confusion regarding the submission process. Please understand that our official Tech Support channel is separate from social media platforms, which is why we had no access to your previuosly submitted material.
  
  Regarding your request for a combo unit upgrade, I am pleased to inform you that based on our inventory and your warranty status, our Support team is able to offer you a brand new Roomba Combo j8 enhanced (please refer to Support case #********). This model, currently priced at $699.00, is indeed an upgrade from your original purchase of a refurbished Roomba j7+ with Self-Emptying for $250 from Walmart.
  
  Looking forward to your positive response. If you have any further questions or need assistance, please feel free to contact our support team through our official channels.
  
  Thank you for your understanding and patience.
  
  Best regards,

  iRobot ************** Corporate

• Initial Complaint

  Date:06/18/2025

  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.

  I purchased two iRobot vacuum models in December of 2024, one from iRobot website (serial number *********************, price $649.49) and another from Best Buy (serial number *********************, price $388.62). They were both entered into the iRobot app system and registered. The operation of both of the units has been inconsistent at best. Until recently I have been able to regain operation of the units when not working by using the trouble shooting tips on the app. Recently both units completely quit working and none of the operational tips worked to restore operation, I first attempted to contact support by phone and had to schedule a call back which I never received. Today I again contacted the company via online chat, I spent about an hour and a half on chat with a iRobot representative (******** M), attempting to resolve the issues with both units to no avail. The representative then advised that I would need replacement products for the still under warranty units, he however at this point advised he did not have the replacement units in stock. I asked the representative how I would get confirmation that I would be getting replacement vacuums when in stock and he would not confirm if or when I could expect to get them, I requested upgraded models if they could not fix or replace mine and was told this was not possible, I then requested a refund and was told this also was not possible. I asked the representative for a email confirmation that I had contacted them and that I would be receiving replacement models of my devices when available and he did not agree to the email and ended the chat. At this point I have two non operational iRobot vacuums at a total cost of over $1000 that are still under warranty with only 6 months of use that the company is unable to replace and has no idea when they will be able to replace and refuses to refund the purchase.

  

  Business Response

  Date: 06/24/2025

  Dear ******,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address the issues you've experienced with your two iRobot Roomba units.
  
  We want to assure you that your case is important to us and is being actively managed through our customer support channels under Case Number ********. As communicated in our recent email response to you, we understand that both of your Roomba units are not functioning properly and require replacement under warranty.
  
  To recap our previous communication:
  
  1. We've offered to upgrade your units to our latest Roomba Combo models, which combine both vacuum and mopping capabilities, as a solution to the unavailability of J series replacements.
  
  2. To proceed with this replacement, we require the following from you:
     - Verification of your current shipping address
     - Confirmation of your phone number for delivery purposes
     - Proof of purchase for the Roomba unit bought through eBay
     - Your agreement to the replacement with the upgraded Roomba Combo version
  
  We kindly ask that you respond to our previous email with this information, referencing Case Number ********. This will allow us to expedite the replacement process and resolve your concerns as quickly as possible.
  
  We sincerely apologize for the inconvenience you've experienced and want to assure you that we are committed to providing a satisfactory resolution. If you have any questions about the offered upgrade or need any clarification, please don't hesitate to reach out to us through the existing support case.
  
  Thank you for your patience and for being a valued iRobot customer. We look forward to resolving this matter to your satisfaction.
  
  Best regards,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:06/13/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as answered. 
  

  Per your past email I have determined that you are able to see the information regarding the June 2024 robot purchased.  The robot retailed for 800 dollars but I paid ****** for this machine. This original purchased robot was replaced under warranty for the robot not functioning properly, see your call center for additional information and dates. But it was about 4 months ago. This robot was replaced and I am having the same issue. Your customer service has been 0 help. And only offered to replace the base which was having issues. But the lady refused to assist in helping me with a roughly four month old robot. The robot is not what I signed up for. To constantly troubleshoot, constantly disconnect from WiFi with no internet changes. Im not sure why you need this extra information when you clearly can see what robot I am talking about but are intentionally making it difficult to get assistance. The information is in front of you. Roomba J9. Please respond with assistance with this malfunctioning robot, and use your system to find the exact dates you are needing to find. Thats the point of that system correct? To keep records and dates? Please respond with something useful and fix or replace the robot vacuum with a properly functioning one. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacob

   

   

  

  Business Response

  Date: 06/23/2025

  Hello *****,

  Thank you for contacting us regarding the issues you're experiencing with your iRobot device. To provide you with the most accurate and efficient support, we need to clarify some information. Could you please provide the following details:
  - Model number:
  - Serial number:
  - Order date and number:
  Additionally, we've noticed some discrepancies in our records that we'd like to address:
  Replacement History: You mentioned that your robot was replaced 4 months ago. However, our most recent warranty record dates back to December 2014. Could you please confirm:
  - The exact date of the recent replacement
  - The model of the replacement robot. 

  Purchase Information: You indicated a purchase price of $800. Our records show an order for $583.19 from June 2024 (Order number: US01291264). Could you please:

  - Confirm if there was an additional purchase
  - Provide any relevant order numbers or receipts
  Let us know if this might be a different transaction. Your assistance in clarifying these details will greatly enhance our ability to understand your situation and provide the most appropriate support.
  We appreciate your patience and cooperation. Our team is committed to resolving any issues you're experiencing with your iRobot device.

  Best regards,
  

  iRobot Customer Care, Corporate

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as answered. 
  

  the J9 is correct like I stated. I have called and a replacement base is supposed to be sent to me to fix the issue. But I bet the rep ***** fulfill the request. The base is about 35 feet from the router which it is connected to. The base station and robot does not function as it is supposed to. The app has been reinstalled on my phone and it hasnt worked. I do not understand why there are so many errors yet the other robot I have works just fine and has for years. This one cant even make it a month without being a problem. Its faulty as Ive described. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacob

   

   

  

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  Thank you for your continued communication and for providing additional details regarding your Roomba J9. We understand your frustration, and want to ensure we're addressing your concerns accurately and efficiently.
  
  Per our last message, due to discrepancies in the information we have on file, we needed to corroborate that we are looking at the correct account, product, and issue. This helps us provide the most effective assistance possible.
  
  Assuming you are referring to the Roomba J9 with the serial number *********************, we have reviewed the logs and noticed that the robot often operates outside of WiFi coverage. To better assist you, could you please provide details about your WiFi setup? Specifically:
  - Are there any WiFi repeaters or extenders in use?
  - Does the robot need to travel to rooms that are farther than 150 feet indoors (the standard reach of a 2.4 GHz band, or 75 feet with 5G)?

  Regarding the scheduling issues, please confirm that the following basic troubleshooting steps have been completed:
  - Removing the robot from the app and re-provisioning it
  - Uninstalling and reinstalling the app
  - Testing with a mobile hotspot
  - Using a different device to control the robot

  Ensuring the behavior remains the same (e.g., unable to send the robot to specific rooms, unable to create a cleaning schedule).

  As for the base, we've identified some issues related to the "bag not detected" error. However, the last three missions have reported successful emptying jobs. We'd appreciate your help with continuing to send the robot to clean and monitoring the self-emptying task, and let us know if the error were to reappear.
  
  We appreciate your patience and cooperation as we work to resolve these issues. Your feedback is invaluable in helping us improve our products and services.
  
  Thank you for your understanding and for being a valued iRobot customer. We look forward to your response and to providing a satisfactory resolution.
  
  Best regards,

  iRobot ************** Corporate

• Initial Complaint

  Date:06/10/2025

  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 this unit in January as a Christmas gift for my wife for our second home. Unfortunately, were experiencing the same issues we had with the same model at our primary residence (**************************************************************).After replacing that previous unit with the 505 model, which has performed flawlessly, weve had no further problems. With this current unit, despite cleaning the bin, rollers, and filters, it still fails to operate properly.Given that Ive experienced the exact same recurring issue with two units of the same model, its clear this is a manufacturing ********* this point, Im formally requesting that this unit be replaced with the 505 model. In the past, I had to go through the Better Business Bureau to resolve this, and Im hoping to avoid that again.Please let me know if you are willing to replace this unit with the 505. Im confident this is the only solution to prevent further issues.

  

  Business Response

  Date: 06/19/2025

  Hello again ******,

  Thank you for your reaching out and letting us know about the issues with your Combo j9+ and your desire to replace with a new Roomba 505.

  As our team explained a few days ago in Support case #********, when in face of an issue with your robot, we must address the problem according to our guidelines and troubleshoot first, and replace afterwards should the issue persist. We see that you have already been issued a replacement order (#********), bypassing the troubleshooting steps, we hope this helps with resolving your concerns.

  Please bear in mind that this is an exception that we've made in your case, and not standard practice, should a new issue arise with any of your current robots, we need to observe the troubleshooting > replacing process, thank you in advance for your understanding.

  Best regards,

  iRobot ************** Corporate
  

• Initial Complaint

  Date:06/09/2025

  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.

  I did not receive any reimburse from iRobot. Please give me detail information about amount. and what Creditcard did you credited.

   

  Thanks 

  ***** ****

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Pooja

   

   

  

  Business Response

  Date: 06/11/2025

  Dear Pooja,

  Thank you for providing the detailed information about your return attempt. We've thoroughly investigated this situation and would like to share our findings.

  After a comprehensive review of our records:
  The tracking number you provided (IZ19F1V80305532648) is not a valid *** number. The correct format would be 1Z19F1V80305532648, which we've investigated. This tracking number was not issued by our Support team. Our return labels are specifically coded to ensure delivery to our warehouse location only.

  That being said, our warehouse team has confirmed they have not received any robots associated with this tracking number. We note that both packages were delivered to **************, ** - this is concerning as our return labels can only ship to our designated warehouse location. This indicates the label used was not an official iRobot return label.

  It's important to mention that we have already processed a reimbursement for one of your missing robots as a gesture of goodwill, despite not having received the unit at our facility (order US01562790). We understand this situation is frustrating, but without having received the product at our warehouse, and with the package being delivered to an unauthorized location, we are unable to take further action on this matter.

  If you have any questions about future returns, please ensure you use only official iRobot-provided return labels to prevent similar situations.

  Thank you for your understanding in this matter.

  Best regards, 

  iRobot ************** Corporate

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had purchase iRobot on 12/1/2024 with order number US01562790 for the amount of $802.48. That was only for clean the floor only, but I told them I need vacuum and mop, and they told me to return to them which I did, and they had refund me $802.49. and I had ordered the one with mop and that order number USCC037539 in the amount of $866.68. The tracking number 1Z19F1V80305532371 for mop and tracking number 1Z19F1V80305532648 for vacuumed and it got lost by **** I had called *** spoke to ****** as per them *** refund iRobot in the amount of $866.68. Please ask them to refund me on order number USCC037539. They need to contact **** 

  This one they pay me in the amount of $802.48 which i had return to them. but the one which I had return to them with order number 7539. they need to refund to me because i had return and *** lost the package. Sorry for my English. I am going back and forth with iRobot and *** and I am not getting my funds back even though it is not my fault. 

  
  

  Thanks a lot 

  
  

  ***** ****

   

   

  

  Business Response

  Date: 06/23/2025

  Hello Pooja,

  Thank you for your message. As indicated in our last response, we refunded the total amount for order # US01562790, placed under your email address ******************* dated 11/29/2024. Credited amount being USD ******, to a **** ending with digits 1957. We hope this helps clarifying your concerns.

  Best regards,

  iRobot ************** Corporate

  

  Business Response

  Date: 07/10/2025

  Hello Pooja,

  Thank you for your message. As indicated in our last response, we refunded a total amount for order # US01562790, placed under your email address ******************* dated 11/29/2024. Credited amount being USD ******, to a **** ending with digits 1957.

  The aforementioned credit was done as a courtesy to you, since none of the robots from orders USCC037539 or US01562790 were received back to our Warehouse. They were, in fact, delivered to an unrelated address. We will not be able to proceed with another credit. We kindly appreciate your understanding.

  Best regards,

  iRobot ************** Corporate

• Initial Complaint

  Date:06/09/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *****

  

  Business Response

  Date: 06/11/2025

  Dear ***,

  Thank you for bringing your concerns to our attention through the BBB complaint #********. We sincerely apologize for any inconvenience this situation has caused you.

  We wanted to make sure you're aware that our Technical Support team has reached out to you with two different replacement options:
  Support Ticket #********: for a Combo J7 replacement, 
  Support Ticket #********: for the Roomba j8 replacement.

  To move forward with your preferred option, simply reply to the corresponding support ticket email, and we'll process your replacement right away. We want to make this as easy as possible for you.

  We appreciate your patience and look forward to getting this resolved for you quickly. If you have any questions about either option, please don't hesitate to ask.

  Best regards, 

  iRobot ************** Corporate