Complaints

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

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  SharkNinja

  89 A St Ste 100 Needham, MA 02494-2806

  
• 

  Euro Pro Operating LLC

  94 Main Mill St Plattsburgh, NY 12901

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Ave Chino, CA 91708

• 

  Shark Vacuum/Euro Pro

  5521 Schaefer Avenue Chino, CA 91710

• 

  Shark Vacuum/Euro Pro

  15820 Euclid Avenue Chino, CA 91708

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:07/22/2025

  Type:Order 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 purchased the Vacuum on Feb 17 , 2024 with a 5 year VIP warranty and it was financed , I paid the vacuum off September 28th of 2024 being last payment was paid to ********************* and i was given no reciept . When I needed to use my warranty Shark made me cut the cord on the vacuum then processed a claim to send a new one , Only to get an email stated they cancelled the order for a balance of ***** that they claimed i never paid which has now been proven paid to shark. Full Circle emailed them the proof off payoff yesterday but not me . I have been without a vacuum for a week with 4 dogs and still waiting for the finance department to clear my account . I ******* my money back then to be made out to be a liar about paying off and being in limbo over an exspensive vacuum and they refuse to reemburse me but make me wait at their convience to send another one . this is unfair business

  

  Business Response

  Date: 07/30/2025

  Thank you for your patience and for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced during this process.
  We can now confirm that we have received the proof of your final payment. We appreciate your persistence and understand how difficult it has been to be without your vacuumespecially in a busy household with pets.
  Your replacement unit will be shipped shortly, and you will receive a confirmation email with tracking details once it is on the way.
  Again, we apologize for the delay and any confusion caused. We truly value your business and thank you for choosing Shark.
  Warm regards,

  Customer Answer

  Date: 07/30/2025

  [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:07/17/2025

  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.

  for order ************ it was not delivered to me which was evident and documented by delivery driver in pictures. i was sent a replacement order that was sent back. i emailed and they told me my account would be refunded which i still have emails of. i never got a refund and it has been months.

  

  Business Response

  Date: 07/21/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and delay you've experienced with your order and refund.
  Weve reviewed your case and can confirm that your refund has now been processed. Please allow 35 business days for the refund to reflect on your original payment method, depending on your bank's processing times.
  We appreciate your patience and understanding, and were truly sorry for the frustration this has caused. If you have any further questions or need additional support, please dont hesitate to reach out.
  Sincerely,

• Initial Complaint

  Date:07/16/2025

  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.

  Shark - 3-in-1 Air Purifier, ************ with NanoSeal HEPA, Cleansense IQ, Odor Lock, for 500 Sq. Ft - Grey BBY01-807027525306 I purchased this fan through Best Buy on 2/2/2025 for $399.99+ Taxes I used it for 60 days after opening it in May to help keep my family and I cool however it quit working After 2 months, the fan quit flowing air like it should and now just barely can push any air out Ive cleaned the filter and noticed it was still new, less than 60 days wont cause filter issues and am lost My family and I have been MELTING. We spent $400 expecting this to work and it doesnt!!

  

  Business Response

  Date: 07/21/2025

  Thank you for reaching out, and we sincerely apologize for the inconvenience you're experiencing with your Shark 3-in-1 Air Purifier, Heater & Fan. We understand how frustrating it must be, especially during hot weather when you need reliable cooling for your family.
  Based on your purchase date and description, your unit is still within the warranty period, and wed be happy to assist in resolving the issue.
  For immediate support or warranty service, please contact our ************* Team directly at:
  ?? **************
  Live agent hours:
  MondayFriday: 9:00 AM 9:00 PM ET
  Saturday: 9:00 AM 6:00 PM ET
  Our team will walk you through troubleshooting steps and, if necessary, initiate a warranty claim to ensure you're taken care of.
  We appreciate your patience and are committed to making this right.
  Sincerely,

• Initial Complaint

  Date:07/11/2025

  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.

  I placed an order with Shark totaling $1,504.40 (Order #************). On July 5, 2025, I was notified by ***** that my package had been delivered, but it never arrived at my address. I filed two ***** claims: C-196558762 and C-196558828, and ***** confirmed the order was misdelivered and could not be retrieved. They instructed me to contact the shipper directly. That same day, I contacted Shark via email (ticket #********) and confirmed the shipping address was correct. The delivery issue was ****** mistake.On July 7, I called Shark. After a lengthy call and a supervisor consultation, I was offered either a refund or a reshipment, with the understanding that a second ***** issue would not be refundable. I chose the refund and was told it was processed, with a confirmation email to arrive within 2448 hours. I was given case number ********. I never received that confirmation.I called again, and the next representative explained the refund request had been submitted to the wrong department, so she reprocessed it and again promised confirmation in 2448 hours. Still no confirmation. I called back a third time and was escalated to a supervisor, who rudely interrupted me, claiming, We dont refund for wrong addresses. I explained again that the address was correct, but because a previous agent promised a refund, she said she would reach out to the escalation team. However, she refused to give me a clear timeline or confirmation and could not confirm whether I would be refunded at all.Believing I was getting a refund, I went to Best Buy and repurchased all the items on July 10, plus a Ninja slushie machine. The only reason I ordered directly from Shark was because the product I wanted came in a color Best Buy didnt ******** asking Shark to honor the refund promised. I am a long-time loyal customer and own multiple ********************** and ********************** kitchen appliances. However, the way this situation has been handled is deeply frustrating and unprofessional.

  

  Business Response

  Date: 07/21/2025

  We sincerely apologize for the experience you had regarding the delivery of your order and the miscommunication you encountered throughout the resolution process. We understand how frustrating and inconvenient this situation has been, especially given your loyalty as a long-time Shark and Ninja customer.
  We want to confirm that your refund for order #************ was processed on July 17, 2025. Please note that it may take *********************************************************** your bank account, depending on your financial institution.
  Again, we apologize for the delays and confusion you experienced, and we appreciate your patience. If you have any further questions or concerns, please dont hesitate to reach out.
  Sincerely,

  Customer Answer

  Date: 07/21/2025

  [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,
  
  ******** Way

• Initial Complaint

  Date:07/08/2025

  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.

  Purchased a wandvac cordless vacuum and for some reason the vacuum is not operating correctly. I have removed the filter and cleaned it and emptied the contents. Placed it on another charger and left it to sit overnight. It will turn on for about 10 sec and then go out again.

  

  Business Response

  Date: 07/08/2025

  Were sorry to hear youre experiencing issues with your WandVac Cordless Vacuum. We understand how frustrating this can be and appreciate the steps you've already taken to troubleshoot.
  For further assistance, please reach out to our **************** team directly at **************.
  Our hours of operation are:
  Monday Friday: 9am 9pm ET
  Saturday: 9am 6pm ET
  Our team will be happy to walk you through additional troubleshooting or explore warranty options if needed.

  Customer Answer

  Date: 07/08/2025

  [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:07/08/2025

  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.

  The date of purchase was June 23, 2025. I called Shark Ninja as my air purifier was still under warranty and had recently stopped working correctly. I don't remember the employee's name I spoke with over the phone but they claimed the call would be recorded. I initially was told that I'd likely have to send the product back to Shark through ***** with a shipping label they'd provide. They also initially told me they'd send the new purifier free of charge despite a shipping cost being incurred because they were willing to waive it. After showing the employee the damaged equipment through a sketchy one way camera, she agreed it was not working and she would send a replacement. I was placed on a brief hold and when the employee returned, she told me I actually wouldn't need to send the product back and could cut the cord on it instead. After some more conversation, she then told me that I would need to cover the shipping charge of $22 because she could "get in a lot of trouble" for waving it. By this point, they had me in their scheme and I submitted to paying the $22. Here we are on July 8th, and the product still has not shipped. I will call when I have time to figure out where my air purifier is at. My complaint is that I should not have to spend $22 on shipping when it is under warranty. My other complaint is that Shark is doing some sketchy business practices. This was totally unfair to rope me into cutting the cord and then guilting me in to paying the $22 for shipping. THE PRODUCT IS UNDER WARRANTY. I would like to receive my $22 back and would like you all to know of their sketchy customer service ways.

  

  Business Response

  Date: 07/08/2025

  Thank you for reaching out and for bringing this matter to our attention. We sincerely apologize for the inconvenience and confusion you've experienced during this process.
  

  After carefully reviewing your case, we can confirm that we are currently awaiting proof of delivery before we can proceed with sending the replacement unit. We understand how this delay has been frustrating, and were working to ensure your replacement is sent as quickly as possible once that step is completed.
  
  Regarding your concern about the $22 shipping fee: While your air purifier is indeed still under the limited warranty, our warranty policy states that SharkNinja will cover the cost for customers to send the unit in for repair or replacement, but a shipping fee is applied when we send the repaired or replacement unit back to you. These return shipping fees vary by product.
  
  You can find the full details of our warranty and return policies here:
  ?? SharkNinja Warranty & Returns
  
  We truly appreciate your feedback, and were committed to reviewing and improving our service interactions. If you have further questions or need assistance with your replacement, please dont hesitate to contact us.

  
  

  Customer Answer

  Date: 07/08/2025

  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.

   

  I am not satisfied with this as I mentioned the shaky business dealings your customer service agent displayed during the interaction and you failed to mention anything to do with that. Had she mentioned from the start that I was going to be responsible for the shipping charges, I totally would've understood. But she told me that is not the case and that it would be waived/covered. That is not fair. And the flip flopping of sending the product back versus then cutting the cord. Weird. 

  I also would like to know, was someone going to reach out to me and ask about proof of purchase? Why didn't she take proof of purchase that day? This is a total breakdown in communication and for a top business like Shark, it shouldn't be happening. Your proof of purchase is attached. 

  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/21/2025

  Dear Consumer,
  We apologize for all the inconvenience and the time this has lasted. We are truly sorry for the experience and miscommunication with the agent who assisted you.
  We see the order has already shipped with tracking number 791845067387.
  Sincerely,

• Initial Complaint

  Date:07/07/2025

  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 contacted them twice to file my warranty and get a replacement on my ninja thirsty because it started to leak. This is the 2nd time I called and the company still has not sent my new thirsti machine even though they have received the old machine. This is the 2nd time I have dealt with this. The first time they stole my containers that I was trying to exchange for more carbonation tubes and I have YET to receive them and its been like 8 months. This company is terrible and are thieves. They do not follow their word and will STEAL your money and steal the product you purchased from them. So now we are out 200+ dollars because they feel we are not allowed to have our machine back because they said they have to get the original which I confirmed they did. I contacted customer care to escalate and nothing. This has been since June 19th and still nothing.

  

  Business Response

  Date: 07/08/2025

  Thank you for following up with us, and we sincerely apologize for the frustration and delay you've experienced. We understand how important this matter is and regret any inconvenience caused throughout the process.
  After confirming that your original Thirsti unit was received, were pleased to let you know that your replacement has been shipped. The tracking number is ************ with ****** and according to the carrier, your package is scheduled to be delivered tomorrow.
  We truly appreciate your patience and are committed to ensuring you receive the product youre entitled to under your warranty. If you have any further questions or need assistance with your order, please dont hesitate to reach out.

• Initial Complaint

  Date:07/05/2025

  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.

  Date purchase 01/11/25 from *******. Price $169.00 plus $13.94 for a total $182.94. Tried using the Shark Hydrovac 5 times and it didn't work. Procedure to remedy was to call Shark and a technician would work to get solution. The dates of calls were 4/21/2025, 5/29, 5/30, 6/2, and 6/5. On the 3rd call we were instructed to video on our phone cutting the power cord and Shark would send us a replacement machine. Fortunately, the video didn't work; in the process a new agent got on the phone indicating that Shark would send a return label. Nothing happened so we called again on 6/2 and 6/5. During the 6/5 call we were told the return receipt could not be processed because the item was out of stock. Agent indicated that Shark would send us an upgraded machine but in the process of entering this transaction we were told that the upgrade was also out of stock. The call ended with us being told that the machines would be in stock in 2 to 6 weeks. That would be 19 June. To date we have seen nothing by way of a return label, nor have we been called. The machine that doesn't work is still sitting in our garage and it appears that no one at Shark cares. We have tried several times to get a tech on the phone to resolve the problem, without success. We have also spoken with several agents who appeared to be giving us the run around, we were never allowed to speak to a supervisor. We are seeking resolution to the problem which Shark seems to be in no rush to achieve. When we have called there has been a different reference number; 20366447, 20780310, 20773195, and ********. We have owned Shark vacuums for many years and have had no problems. This one is a defective product. We would like a machine that works or a reimbursement.

  

  Business Response

  Date: 07/09/2025

  **** you for your patience and for taking the time to share the full details of your experience. We sincerely apologize for the inconvenience and frustration you've encountered throughout this process. We understand how disappointing this situation has been, especially given your longstanding support of Shark products.
  
  Were pleased to inform you that your case was escalated and assigned to one of our specialist agents. As a result, a new replacement unit (Model WD161) was shipped out to you yesterday.
  
  You can expect delivery within 3 to 7 business days, depending on your location.
  
  We truly appreciate your patience and persistence in seeking a resolution. If you have any additional questions or need further assistance while waiting for your replacement, please dont hesitate to reach out.
  
  Sincerely,

  Customer Answer

  Date: 07/10/2025

  [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:07/02/2025

  Type:Order 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 the shark robot August ******* via ****** and around February/March the mop portion stopped working on the robot so I called Amazon and since it was past the return timeframe I was told I had to call shark support and I did. I was send a replacement of the robot pod by itself and I was sent the incorrect model. I called back and was told by the representative to call ****** back for a refund and Amazon couldnt help me because they kept saying it was almost a year later and that shark had to resolve it. After speaking with a ********** from Shark I was told to send back the refurbished pod that was send to me (incorrect model) and that I would get an entirely new robot with water tank. I asked and was never told I had to send back the original one I bought. I asked to confirm and was told no. After 1 month of waiting I saw the new one wasnt sent and was told to send the replacement back which I did and has been delivered. The second ********** ***** (said he was the highest manager & refused to give last name/employee number/state he worked at to identify himself) and representative ****** refused to provide a refund and are now telling me I have to send back to original item purchased. The robot is for my elderly dad who lives far from me and I cant go as often as needed. Im ok with sending it back if I can get my refund first before I send it back and get stuck with no robot and no money. Im tired of dealing with replacements and cancelled orders. I would like a quick resolution this inconvenience. I did not expect within 1 year to have so many problems with a product I had high expectations on.

  

  Business Response

  Date: 07/03/2025

  Thank you for reaching out and for providing a detailed explanation of your experience. We sincerely apologize for the inconvenience and frustration this situation has caused, especially considering your efforts to resolve the matter.
  After reviewing your case, we want to help bring this to a resolution. While our return policy is limited to 60 days from the date of purchaseas outlined here: Shark 60-Day Returns & Refunds Policywe understand the challenges you've faced and want to make things right.
  As a resolution, we are able to offer a new replacement unit. However, we will need to receive the original unit back before the replacement can be shipped. Once we receive the returned item, we will process the replacement immediately and provide you with tracking information.
  Please confirm your current shipping address so we can provide return instructions and move forward with the process.
  We truly appreciate your patience and understanding, and we remain committed to your satisfaction.
  Best regards,Thank you for reaching out and for providing a detailed explanation of your experience. We sincerely apologize for the inconvenience and frustration this situation has caused, especially considering your efforts to resolve the matter.
  
  After reviewing your case, we want to help bring this to a resolution. While our return policy is limited to 60 days from the date of purchaseas outlined here: Shark 60-Day Returns & Refunds Policywe understand the challenges you've faced and want to make things right.

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

  
  As a resolution, we are able to offer a new replacement unit. However, we will need to receive the original unit back before the replacement can be shipped. Once we receive the returned item, we will process the replacement immediately and provide you with tracking information.
  
  Please confirm you would like us to send a replacement so we can send you the return label and initiate the process. 
  
  We truly appreciate your patience and understanding, and we remain committed to your satisfaction.
  
  Best regards,

  Customer Answer

  Date: 07/03/2025

  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 item purchased has a 1 year limited warranty. I did not expect for this robot to stop working in less than a year. I invested in this robot and did think I would have to return it. I want the call listened to from the previous supervisor I spoke with that had placed the order 125005765525 on June 2nd. I dont want to deal with the replacements anymore as previously mentioned. I want my reimbursement. My elderly dad does not live near me for me to go back and forth every time this robot stops working. I will not send back the original robot until the new one is sent. I was told to send back the replacement and then I would get the new robot which I did and then my order was cancelled. I do not want the same issue to occur after I send the original robot. I just want my money back and then I will send back the original robot that doesnt work. 

  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: 07/08/2025

  Thank you for reaching out and for sharing your concerns. We truly understand how frustrating and inconvenient this situation has beenespecially with the added difficulty of managing this on behalf of your elderly father who lives at a different address.
  Please know that we are here to help and want to resolve this matter for you. However, in accordance with our warranty policy, we must receive the original product before we can ship a replacement unit. Unfortunately, we are unable to send out a new unit prior to receiving the defective one.
  We understand this may not be the ideal solution given your circumstances, and we sincerely apologize for the inconvenience. Our goal is to ensure that you receive a properly functioning product, and well do our best to support you through the process.
  If you have any further questions or need assistance with the return, please dont hesitate to reach out.
  Warm regards,

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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 have two Ninja *************** that we use on a regular basis. One vessel there is build up that is unable to be cleaned. I have followed the instructions from Ninja from the very beginning. I have soaked it, washed in the dishwasher. Ive even tried a water flosser to clean the debris. This is unhealthy so we are no longer able to use one of the two machines because the vessel is unclean. Ninja states they do not guarantee their accessories and I am unable receive a replacement vessel. Even if I wanted to purchase a new one, I cannot because they have been out of stock. This area that wont get clean in the vessel is a breeding ground for bacteria.

  Customer Answer

  Date: 07/13/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/21/2025

  Thank you for reaching out, and we're truly sorry to hear about the issue you're experiencing with one of your Ninja **************** We understand how frustrating and concerning it can be to deal with build-up that cannot be cleaned, especially when it impacts your ability to use the product safely.
  At this time, the replacement vessels for the FS300 Series Ninja Slushi Professional Frozen Drink Maker are currently out of stock, but we are actively working to replenish inventory. You may sign up on our website to receive a notification once they become available again.
  In the meantime, wed like to help resolve this issue by sharing our recommended cleaning process, which may help remove stubborn debris and ensure safe use of the vessel. Please follow these detailed steps:
  
  Recommended Cleaning Steps
  1. Use the Rinse Cycle Before Disassembling:
  Dispense any remaining frozen drink.
  Stop any active preset, then press the ***** button.
  Add warm water to the vessel up to the max fill line.
  Slowly dispense the water immediately into a large bowl or cup.
  Stop the rinse cycle by pressing the ***** button again.
  Turn off the unit using the power button.
  If needed, repeat until any residue on the evaporator is loosened.
  2. Disassemble and Wash All Parts:
  Unlock the bail handle and carefully remove the vessel, tilting it to avoid spills.
  Remove the auger by sliding it off the evaporator.
  Wipe the evaporator with a sanitized or warm, damp cloth.
  Remove and empty the condensation catch and wipe underneath.
  Hand wash all parts (except the motor base and evaporator) in warm, soapy water or place them on the bottom rack of the dishwasher. Avoid using a heated dry cycle.
  Wipe down the motor base with a sanitized or warm, damp cloth.
  Allow all parts to dry completely before reassembling or storing.