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: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.

  Good evening, ******* I had order iRobot on December3rd, 2024. with order number USCC037539. And I had return it back to them with Tracking number IZ19F1V80305532648. As per iRobot they didn't receive my package and package got lost. When I called *** and ask them to refund my funds *** *** told me they had paid iRobot. When I called iRobot, they say they did not receive any funds from ***. I am going back and forth with iRobot and ***. I am attaching docs from iRobot, my bank statement that I had paid and some email from *** confirming that they had paid which I don't see on that email from ***, but it has ref number. Can you pls help me resolve this issue. If you have any questions pls call me at ************ or email me ****************

  

  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: 06/12/2025

  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: 06/23/2025

  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

  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: 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.

  I purchase an iRobot Roomba in December of last year. It will no longer automatically empty the bin and get an error code and will not vacuum. I sent it to iRobot for repair and their response is, "The evac is evacuating properly, it will error out with clogged detected, this is normal for this clean base". The unit is still under warranty and they are telling me that is is normal for it to get an error code that will not clear and therefore will not vacuum.

  

  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

  Customer Answer

  Date: 06/13/2025

  [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,
  
  *** *****

• Initial Complaint

  Date:06/05/2025

  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 a Roomba S9 Serial Number ************************ after 3 years it stopped working. I've contacted the company and asked for a repair or replacement and all they will offer is a $100 rebate on a new vacuum. I find this offer unacceptable as a $600 vacuum should have a lifespan of more than 3 years. I am asking for a replacement or repair.

  

  Business Response

  Date: 06/06/2025

  Dear *********,

  Thank you for reaching out. We're sorry to hear about the issues with your Roomba s9, that's not the experience we'd like for any of our customers.

  Wow, three years with your S9! That's quite a journey together, and we hope it's served you well during this time. Our Roombas are real workhorses, tackling dirt and debris day after day. Their lifespan can vary quite a bit depending on factors like home size, cleaning frequency, floor types, and maintenance routines - much like any hardworking appliance!

  Speaking of cleaning technology, have you seen our latest innovation? We've made some incredible advances since your S9 was manufactured, and I think you'll be genuinely excited about what our newest Roomba Plus 505 Combo can do:
  Significantly more suction power than the S9
  Advanced LiDAR navigation PLUS front-facing camera for superior obstacle avoidance
  Brand new mopping capability (yes, it vacuums AND mops!)
  Automatic mop cleaning and water tank refills
  Longer runtime between charges

  Here's the exciting part: we can help you upgrade to this newer technology! We offer a trade-in program where you can send in your non-functioning S9 and receive a post-purchase credit toward your new robot. This would be in addition to the $100 rebate already offered.
  Would you like to learn more about the 505 Combo and how our trade-in program could work for you? We'd love to help you experience the latest in robot cleaning technology!

  Best regards,

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

  P.S. The mopping feature is a game-changer - many of our S9 customers who've upgraded say they wish they'd done it sooner!

  Customer Answer

  Date: 06/06/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for rejection, your complaint will be closed as Answered.]

  Again, I find this to be an unacceptable resolution. 3 years!! A workhorse!!!  I think not. I am the only person living in my home. No pets!!  So my Roomba only did everyday cleaning nothing out of the ordinary. So you want me to spend another $600 for 3 years of cleaning that is a cost of $200 a year!!!!

  I am requesting either a refund, repair or a replacement. 

  Thank you

  ********* ******

  
  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,

  *********

   

   

  

  Business Response

  Date: 06/11/2025

  Hello *********,
  
  We appreciate you sharing more details about your situation. A clean home is important, and it's clear that your s9 has aided you fulfilling that task.
  
  While I hear your concerns about the lifespan, I'd like to revisit our trade-in offer, which I believe provides significant value:
  1. Your current ******, despite being out of warranty for 2 years, still has value. We'll apply this as credit towards a new unit.
  2. The Roomba Plus 505 Combo represents our newest innovations, offering improved cleaning performance and features.
  3. We currently have a $200 sale on this model, further reducing your out-of-pocket cost.
  4. Your new Roomba will come with a new Warranty term, providing peace of mind for any issues for the first years after purchase.
  5. With improved efficiency and the latest features, the new model could provide even better value over time.

  This offer allows you to upgrade to our latest technology at a significantly reduced cost, while also ensuring you have warranty coverage moving forward.
  
  I know this might not be exactly what you were hoping for, but I believe it's the best solution we can offer to address your concerns while providing you with a superior cleaning experience.
  
  Hoping for a positive response from you about this trade-in option, we're here to assist you with the transition.
  
  Best regards,

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

  Customer Answer

  Date: 06/11/2025

  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. 

  [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,

  *********

  Again, I do not accept this offer!!  As previously stated, I would like either a full refund, replacement or repair. You say my vacuum is a workhorse. If this is the case it should have lasted more than 3 years. 

  ********* ******

   

• Initial Complaint

  Date:06/04/2025

  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.

  I have purchased 3 iRobots for my home. None of them worked properly. I sent both of the first two back and they were replaced. Not long after receiving them back, they quit functioning again. When they released their newest version, over $1,400 for it, I bought it. The experience has been the exact same as the previous two. On the newest one, purchased last July, this iRobot malfunctioned too. I went through all of their trouble shooting and had to send back for a new one. After waiting a month, I get the new one back. It has done the exact same thing as the last one. The problem is identical, there is a design problem or an engineering problem. It is clear that there is nothing else they can offer me other than my money back. I bought this product in good faith and expected to work. The company lied about the product wantonly disregarding my rights as a consumer. I do not want any more replacements.

  

  Business Response

  Date: 06/06/2025

  Dear *******,

  We've carefully reviewed your feedback regarding your experiences with our products. We sincerely apologize for the persistent issues you've faced with multiple units, including our premium Combo j9+ model. Your frustration is entirely understandable, and we appreciate your patience throughout this process.

  While we understand your reluctance towards another replacement, we'd like to propose a solution that we believe could significantly improve your experience:
  We offer to replace your Combo j9+ with our newest model, the Roomba Plus 505 Combo with AutoEmpty. This model offers several advantages:
  - Improved navigation: The Plus 505 uses PrecisionVision Navigation to identify and avoid obstacles more effectively.
  - Enhanced cleaning performance: With 30x the suction power* and a wider brush roll, it provides more thorough cleaning.
  - Simplified maintenance: The AutoWash station automatically cleans the mop pad, reducing manual intervention.
  - Longer runtime: Up to 180 minutes of runtime, compared to the j9+'s 120 minutes.
  (*Compared to Roomba 600 series)

  We believe these features could address some of the issues you've experienced with previous models. If you're willing to give this a try, we'll provide this replacement at no cost to you. We understand and acknowledge your preference for a refund, however, a return/refund is a process no longer available or physically doable within our systems.

  Looking forward to your positive response on the replacement.

  Sincerely, 

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

  Customer Answer

  Date: 06/23/2025

  [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,
  
  ******* ****

• Initial Complaint

  Date:05/27/2025

  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.

  Ordered Roomba Combo 10 Max robot + AutoWash dock on March 29, 2025. *** tracking number 1Z19F1V80305997085. Shipment was never delivered. I contacted the company by phone several times, starting on May 11. A claim has been issued to the sender for your package was made on that day. They refused to replace or refund.asked me to wait a lot longer than the 8 business days that is normal. Repeat calls did nothing. They suggested that I call **** but I am not the sender who opened the claim, so could no do so. There was no reply for over two weeks. I opened a dispute with ************************ on May 11th. They did not respond within the time period, so I escalated for ****** to intervene on May 24th. I then received two e-mails asking me to cancel my complaint before they would work with me. This is unusual, and would ruin my claim if they did not comply as promised. I will not close my complaint until I am satisfied. Such a request is not appropriate or acceptable.

  

  Business Response

  Date: 05/28/2025

  Dear ******,

  Thank you for your message and detailed explanation of the situation at hand, this is not the experience we'd like for any of our customers.

  We share your desire to resolve this situation and, would like to take a moment to explain how chargebacks work and why they affect our ability to process a replacement for you.

  When a chargeback is filed with a financial institution (in this case, ******** it automatically triggers several security protocols:
  1. The transaction is flagged in our system as "Disputed
  2. A system-wide block is automatically placed on the order
  3. All automated and manual shipping functions are disabled
  4. This is a standard industry practice to prevent duplicate resolutions (both a replacement and a refund)

  Think of it like trying to deposit the same check twice at a bank - the system has safeguards to prevent multiple forms of compensation for the same transaction. These safeguards cannot be overridden by our customer service team, as they're part of our fraud prevention measures.

  To move forward with a replacement, we need:
  1. The chargeback to be withdrawn first
  2. Confirmation from ****** that the dispute is closed
  3. The system block to be automatically lifted, this is the tricky bit, since financial institutions run these processes in cycles. 
  Right this moment, our Financial team has not received notificacion from ****** about the claim. This, altogether, means that the sooner the chargeback is cancelled, the sooner we'll be able to re-ship the missing robot.

  We absolutely want to send your replacement, but we're technically unable to process this while the chargeback is active. This isn't a matter of unwillingness, but rather a system limitation designed to protect both customers and merchants. There has never been lack of will to help you, starting with the *** situation, where we're also bound to allow an ongoing investigation to run its course, and thus the delay. When it comes to matters as such, we also have little control of how packages are handled by a courier, and are bound to their policies when issues like the present one occur.

  If you'd prefer to proceed with the ****** dispute, we understand. However, please know that this will prevent us from being able to send a replacement robot, as the system will process this as a refund instead.

  We're happy to provide the replacement as soon as the chargeback is withdrawn and sanctioned by our Financial team. The choice is entirely yours, and we'll support whichever resolution path you prefer.

  Please let us know how you'd like to proceed, and we'll be happy to assist you accordingly.

  Best regards, 

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

  Customer Answer

  Date: 05/29/2025

  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. 

  [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,

  ******

   

   

  Customer Answer

  Date: 05/29/2025

  The ***************** at ****** is not a CHARGEBACK. It is an  arbitration option I have, as a consumer, that I am advised to never surrender until I am satisfied.I am not satisfied! I can get a chargeback,  if ****** finds in my favor. I must provide evidence. If you do (and should) comply to the mediation provided by the Paypal *****************, proof or reshipment would satisfy my complaint and no chargeback will be issued. There is no chance of double charge by using the *****************. There has been zero compliance on the seller's part to address the ***************** complaint. It is a valid protection for the buyer, and I refuse to surrender this right. This is not a dual option of I cancel my complaint or I do not. There is a third option, on the part of the seller, to actually do something to fix the issue. I asked for a replacement or a refund for two months before submitting a complaint to the Paypal *****************, and felt like it was last resort to hold the seller *************** have until  June 3, 2025 to answer the complaint, or a chargeback can be issued. Lack of action on the seller's part would then make a chargeback my only option. The transaction ID is *****************. 
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/03/2025

  Hello ******,

  We understand how frustrating this situation must be for you, and we want to personally help clarify what's happening with your case.

  We've carefully reviewed your order (#US01770469) and the transaction (ID: *********************************** you mentioned. Here's where we seem to have a bit of a mix-up: While you're working through ******'s ****************** our system is actually showing an active chargeback from your payment method issuer. This chargeback was filed under code 4855, which means "Merchandise Not Received."

  We know this might sound like technical jargon, but it's important because it means that there is a formal dispute process started on your behalf. Think of it like having two different help desks trying to solve the same problem - it can actually make things more complicated rather than helping. Right now, the best path forward is to let the current chargeback process run its course. We realize this might not be what you were hoping to hear, but we want to be completely honest with you about where things stand and why we can't take action through ******'s ***************** at this time.

  If you feel there might be some confusion about how this dispute was filed, we'd encourage you to reach out to ******. They can confirm the status of your transaction and make sure everything is being handled the way you intended.

  We truly appreciate your patience with this process, and we want you to know that we're committed to seeing this through to a proper resolution, even if we have to follow specific procedures to get there.

  Please don't hesitate to reach out if you have any other questions. We're here to help make this as clear and straightforward as possible for you.

  Warm regards,

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

  Customer Answer

  Date: 06/08/2025

  Let's be clear. You did nothing to resolve this issue. There has been no action on your part to correct this issue. I had to claim my legal rights with the ************************* though you asked me (repeatedly) to surrender that right. That process ended on the 4th. Your message was sent AFTER mediation closed, so there is really no choice in the matter. ************************ is still deliberating, but will most likely force you to give a refund because my purchase is protected by that process. 

  My complaint against you still stands. You never offered a refund or a replacement before I opened a dispute. There was no fair offer to do do after, as having surrendering my rights is not acceptable or legal. The machine purchased was returned to you and resold, as the Serial No: ********************* got registered to the new owner. Between rising prices and me using earned discounts, me re-buying what was lost would cost me twice what I paid. You did not offer to price match my original purchase. None of these issues has been addressed by you. 

   

• Initial Complaint

  Date:05/22/2025

  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 ordered the irobot Dec 6 ******* never worked properly.I reached on 1/27/25 in an attempt to fix it.2/2/25 i still had no response so I reached out again 2/2/25 They told me theyd be sending me a new "cleaning Head MOdule" because it needs to be ***laced 2/26/25 I never received the part and told them as much 2/28/25 they told me that the cleaning head module is out of stock and they'd send me a new robot, with no battery. I was to take the old battery and put it in the new robot.4/2/25 was the first time I was near the machine and could attempt to swap the batteries. the old battery did not fit the new battery 4/6/25 they responded asking for photos 4/7/25 i responded with the info they wanted 4/11/25 I had no response and emailed them again 4/12/25 they responded and asked me to send back the old robot in exchange for a new battery.I told them that would leave me far too long without a robot, and it made me worried they would still send the wrong piece as they have in the past 4/15/25 i sent back the robot 4/21/25 they responded 4/25/25 i let them know that the new robot did not work at all. it would not function even a little bit.4/25/25 on the phone I was told they no longer make my device (J7) so they do not have a ***lacement. so I could return it and just ordered a new device. They sent me the label. I returned the J7, and ordered a J9 4/26/25 A customer service *** confirmed via email that my return process went smoothe.5/9/25 robot arrived at irobot 5/14/25 - i emailed to ask when i can expect my refund 5/17/25 - i was told the time to return the roomba has finished and they can only offer me a ***lacement. i don't need a ***lacement as i already bought the J9 to ***lace it 5/22/25 i followed up and was told there's nothing they can do because i bought the robot too long ago. but this is a robot that arrived.

  

  Business Response

  Date: 05/23/2025

  Hello ********,

  Thank you for contacting us. We were able to locate order US01588702 associated with your email address. However, we were unable to find any support cases linked to it. Is it possible that you contacted us previously using a different email?

  To assist you further, could you please provide the serial number of the Roomba you are currently contacting us about?
  Also, could you please confirm whether the Roomba you currently have is a replacement unit, or if you still have both the original unit and a replacement?

  This information will help us to better understand your situation and provide you with the appropriate support.

  Sincerely,

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

  Customer Answer

  Date: 05/23/2025

  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. 

  They requested the emails or case numbers so they are attached here
  
  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,

  ********

   

   

  

  Business Response

  Date: 05/28/2025

  Hello ********,

  Thank you for providing the reference case from your other account. I'd like to take a moment to clarify the situation and explain our next steps.
  

  When purchases and support communications are made under different email addresses (in this case, Email A for the purchase and Email B for support), it can create confusion in our system. This situation becomes more complex when multiple cases are created for the same issue, as it can lead to miscommunication.

  Based on our records:
  - A replacement battery was sent to you on April 15th
  - The return label provided with that order was specifically for the battery return
  - This label was not intended for the robot return

   To resolve this situation, we are:
  - Contacting our warehouse to confirm the receipt of your robot
  - Once confirmed, we will process your refund accordingly

  We appreciate your patience as we work to sort this out. Going forward, we recommend using the same email address for purchases and support to prevent similar confusion.If you have any questions or concerns in the meantime, please don't hesitate to reach out.

   Best regards,

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

• Initial Complaint

  Date:05/22/2025

  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.

  -Best Buy Purchase December 8, 2024 -Product overheated, electrical components compromised. This was noted by iRobot -Product is less than 6 months old.-Even though this case has been "escalated", I somehow haven't been contacted in over a week.-I'd like the warranty to be followed, and a new product, and I'd like for this company to actually consider it's customers. I paid for a new, working product, and irobot somehow doesn't care anymore.

  

  Business Response

  Date: 05/26/2025

  Dear ****,
  
  Thank you for reaching out regarding your Roomba purchased from Best Buy in December 2024. We understand your frustration regarding the overheating issue and the lack of communication following your case escalation.
  
  We sincerely apologize for the delay in responding to your warranty claim. We are currently experiencing a higher than usual volume of inquiries, which has affected our response times. However, this does not diminish the importance of your case or your experience as our valued customer.
  
  We have personally requested our Safety team to prioritize the review of your case, and you should receive a detailed response regarding your warranty claim within the next 24 hours. We understand the importance of resolving this issue for you as quickly as possible.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to reply to this message.
  
  Thank you for your patience and understanding.
  
  Best regards,
  

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

  Customer Answer

  Date: 05/26/2025

  [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. 

   

  I shouldn't have to contact BBB to get warranty support from a company.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:05/21/2025

  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.

  I purchased my 3rd unit on 2/2/25 and in late April it quit working and we discovered it was because the contacts were melting (major safety issue). I've been trying to get this unit replaced since then and after providing detailed photos and proof of purchase - I've received no response from this company.

  

  Business Response

  Date: 05/26/2025

  Dear ****,
  
  Thank you for reaching out regarding your unit purchased in February 2025. We understand your concern about the safety issue you've discovered, and we appreciate you bringing this to our attention along with the detailed photos and proof of purchase.
  
  We sincerely apologize for the delayed response to your case. We are currently experiencing a higher than usual volume of inquiries, which has unfortunately impacted our response times. However, please be assured that we take safety-related concerns very seriously.
  
  We have personally requested our Safety team to prioritize the review of your case, and you should receive a detailed response within the next 24 hours. We understand the urgency of your situation and are committed to addressing your concerns promptly.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to reply to this message.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  iRobot ************** Corporate

• Initial Complaint

  Date:05/19/2025

  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.

  I ordered a Roomba Combo i5 Robot Vacuum and Mop on April 6, 2025. I ended up returning it and the return has been lost by *** for over a month. Randomly one day, my returned package appeared at my house. I contacted iRobot for a new return label and see that on *** tracking, it got delivered to the iRobot warehouse. iRobot's customer service is extremely slow to respond to me and address any of my concerns. I've had to wait 5+ business days for a response from them. I hope by submitting this complaint I am more quickly supported and not told to continue waiting for an outcome. I want my money back.

  

  Business Response

  Date: 05/20/2025

  Dear ****, 

  We understand your frustration with the return process for your Roomba Combo i5 and the slow response times you've experienced with our customer service team. We'd like to extend our apologies for the inconveniences this has caused.

  We know how frustrating it is be to have your returned package lost in transit and then unexpectedly reappear. While we strive to ensure smooth and efficient returns, shipping and delivery times are often subject to factors outside of our direct control. We want to assure you that your case is currently under review, and we are awaiting confirmation from our warehouse that your returned unit has been received and processed. Once we receive that confirmation, we will promptly issue your refund.

  Thank you for your patience and understanding as we work to resolve this for you.

   Sincerely,

   iRobot ************** Corporate

  Customer Answer

  Date: 05/20/2025

   

   

  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 # ********.

  Hi there,

  I hear where you are coming from, but it seems these delays are out of my control. It's a lot of time to wait for only a $322 CAD refund. I'm worried that if my return was not received at your warehouse, I will have to wait even longer.

  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,

  Evan

   

   

  

  Business Response

  Date: 05/28/2025

  Dear ****,

  I hope this email finds you well. I'm pleased to share some good news with you regarding your purchase.

  We have successfully processed a credit of CAD ****** to your account. This credit was posted on May 24, 2025. You should see this reflected in your account balance shortly, if you haven't already. We sincerely appreciate your patience throughout this process.

  If you have any questions about this credit or if there's anything else we can assist you with, please don't hesitate to reach out.

  Best regards, 

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