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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was given a Shark HyperAir IQ for Christmas 2022 that came with a 2 year warranty. 8 months into using it it malfunctioned and was replaced under warranty by Shark. 8 months later the replacement is malfunctioning in the same way but Shark is refusing to replace it saying the replacement hairdryer only came with a 6 month warranty. I still have not had a functioning hairdryer within the original warranty period. Shark should stand behind their products and their warrantys and replace this second malfunctioning hairdryer.
Business response
04/12/2024
Hello *******,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We just tried calling ************ and left a voice message. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased this vacuum less than a year ago, I called Shark customer service and was told by the ******************************* that she would have to charge me for the replacement part. That is not exceptable when the part not connecting is a magnet, that is a manufactured defect.Business response
04/12/2024
Hello ********,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We want to thank you for speaking with us today and allowing us to resolve this issue with you.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The pitcher has hairline cracks in all four corners of the blenders pitcher. I called the factory. The machine is in warranty but they dont warranty the plastic pitcher. They basically told me I would have to pay $64 for the replacement and $17 shipping for total cost of $81.00 I find that an insult since the product is less than six months old and is clearly a manufacture defect in the plastic. After pressing the issue with the company, they still wanted me to pay for shipping and handling, which I do not feel I would have had to pay with any other company. If theyre gonna replace the item they need to include shipping. Otherwise, the warranty is no good.Business response
04/11/2024
Dear *******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
Rest assure, we will be reaching out to you today to get this matter resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
Shark/Ninja Escalations TeamCustomer response
04/14/2024
[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
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To Whom It May ******** I am writing to file a formal complaint regarding my recent experience with the Ninja Food Processor, which I purchased brand new with a warranty approximately three months ago. I am incredibly disappointed and frustrated with the quality and durability of this product. Within a short period of time, the grating disc plastic centerpiece of the shredder broke, rendering the product unusable. It is important to note that the shredder was used in a normal household setting by two retired individuals and has not been subjected to overuse or misuse. The defective product disengaged well within the reasonable wear and tear time frame expected for a product of its age and intended use. Upon contacting Ninja regarding this issue, their proposed solution was to replace only the shredding disc, but at the cost of shipping. I find this resolution wholly unsatisfactory and unacceptable. Not only have I already paid for this product once within the last 90 days, but to be charged again for a defective component of the product is both unreasonable and reflects poorly on Ninja's business practices. Furthermore, I am deeply concerned that if I were to purchase products from Ninja again it raises doubts about the ninja product's overall quality and reliability. How can I, as a consumer, trust that this is not a faulty product altogether, and that a similar issue will not occur again in the future?As a consumer, I expect products from reputable brands like Ninja to be of high quality and durability. However, if I am to expect that Ninja products will only last for a mere 90 days before falling apart, it begs the question of why anyone should continue to invest in their products in the future. I urge Ninja to reconsider their replacement policy and provide a more reasonable solution, such as a full replacement of the defective product at no additional cost. There is no telling what this has done to my food processor or what further damage will occur to the other grates. Additionally, I would appreciate a response within a reasonable timeframe outlining how Ninja intends to address this matter.Thank you for your attention to this matter. I look forward to a prompt resolution.Business response
04/10/2024
Hello ***,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We just tried calling ************ and left a voice message. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a shark detect pro stick vacuum on December 31, 2023. Today is April 8, 2024 so I have owned the vacuum for less than four months. I spoke with somebody troubleshooting and they told me that it was the bottom part of the vacuum that was not working and wanted to charge me 47 dollars for replacement part plus shipping I was then transferred to somebody else who after telling me they couldnt trouble shoot any more then decided to trouble shoot again and addressed the suction issue who told me that it was the top part of the vacuum that was not working which was covered under warranty but I needed to pay 17 dollars in shipping. The vacuum is made up of three pieces, the bottom, the wand and the top piece within three months the bottom piece broke and the top piece broke but they will not replace the vacuum and want me to pay almost 100 dollars to fix a 300 dollar vacuum I bought just over 3 months ago. I will never buy another shark product. A 300 dollar vacuum shouldnt break in 3 months the only piece that according to the customer service is functioning properly is the wand a plastic tube that connects the 2 parts. Absolutely insane.Business response
04/09/2024
Dear *******,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
We are truly sorry to hear you are having an issue with your Shark Vacuum. Rest assure we will be reaching out to you today to get this matter rectified.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received a Ninja Thirsti for Christmas 2023 and have had to purchase CO2 repeatedly due to a leak internally. Spent well over $100 on refills. Contacted customer service about warranty and will not send me a new one until this one is returned. I offered to give a credit card to hold until this defective one is returned. Ninja wants me to purchase a box to ship it back to them in. Highly disappointed in the customer service I received.Business response
04/08/2024
Hello ********,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We just tried calling ************ and left a voice message. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Shark VacMop and it was delivered on December 15, 2023. I used it twice and I was able to get the unit to charge. The next time I tried to charge it, the charging adapter did not work. I borrowed my daughters charge adapter to find out whether the issue was the unit itself or the charger. It was just the charger. I contacted Wal Mart - they told me I had to contact Shark/Ninja to request the replacement charger. On March 9th I called Shark customer service line. ******* there wanted me to get the unit by the phone and conduct a video call so that they could troubleshoot. I don't have a phone that provides that option, so they told me to go to the website. I emailed as instructed per their "help center" ******************************************** I was then told I had to call customer service. I explained that I had called and asked "how do you trouble shoot a charging adapter that doesn't charge?" Having explained, again, that the unit itself is fine, but the charging adapter is faulty. Their response was that I could buy a charging adapter at $14.99 and pay nearly just as much for shipping. At that point my purchase wasn't even 90 days and per my SHARK paperwork it has a 1 year warranty. I inquired a second time and was told the same. I am requesting a replacement for the faulty charge adapter.Business response
04/08/2024
Hello *******,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We just tried calling ************ and left a voice message. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchase a shark robot vacuum. I have only owned this for 3 months and it stopped working claiming it has an issue with its side wheels and I needed to contact customer service. Called their customer service and the representative did not speak very good English and we explained that the vacuum has side wheel issue. She claimed that I took the wheels off. (I did not) and that my warranty was now void. I went onto their ******** page to see if I could contact them a different person to see if they could help me and this is what they sent me.Thanks for getting back to us with this information. We apologize for any inconvenience this may have caused, ********. The wheels on your vacuum were removed, and the warranty was voided. Despite the fact that your product is currently out of warranty, we'd like to provide you a 30% discount on the same model ($300.30) or a 20% discount on a new model available on our website: ************************. If you'd like to proceed with any of these offers, please let us know.Why would I want to purchase another one when the one I have only worked for 3 months and I did not do anything to it but clean the hair and strings out of the wheel. Not once did I take this apart.Business response
04/08/2024
Hello ********,
We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
We just tried calling ************ and left a voice message. We have also sent an email so you will have a point of direct contact with us and we will work together to get this resolved.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
***** on behalf of
Shark/Ninja Escalations TeamCustomer response
04/08/2024
[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
04/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
HORRIBLE, HORRIBLE, HORRIBLE CUSTOMER SERVICE, I love my ********************** products but if you have ANY issues and call customer service you have to speak to employees with BAD attitudes and it very obvious they HATE there job. Shark you have AMAZING products and Ive been a fan for years but when you have to demand respect from customer service it makes your products unsellable because nobody wants to deal with non-caring employees. I decided to take my complaint to another level, I am hoping this feed back will help Shark to train employees in customer service, make them understand without loyal customers they will make a company FAIL!!!! Please Shark family upgrade your employees or lose your LOYAL customers such as myself!!!! Thank you and I really hope this feedback will help!!!!! Thank youBusiness response
04/02/2024
Dear ****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
Rest assure we will be reaching out to you today to discuss this matter further.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
Shark/Ninja Escalations TeamInitial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
04/03/2022 I paid $444.56 for what I believed was a quality vacuum. However, the vacuum has obvious wear and tear on the bottom that prevents the vacuum from moving freely. The roller has also stopped moving freely and working as promised. After attempting to take the vacuum apart to replace the roller, which shark has made impossible with special s**** bits. Even if you are able to find these special "bits" if you pull apart the piece it is made to subsequently break the plastic as it is glued/welded together. Customer support was contacted, stated the 5 year warranty does not cover this issue and the only remedy is to purchase the entire lower half of the vacuum (because it is purposely not able to be taken apart) which would cost approximately 1/4 of the original purchase of the vacuum at $96. The company has purposely, meticulously and maliciously refused the "right to repair" to any customer and voids any warranty "at their sole discretion." ************ misleads consumers into purchasing a "trustworthy" product and only seeks to gain additional revenue in defective products by forcing customers to purchase expensive replacement parts that wouldn't otherwise be necessary. Reviews online suggest similar experiences from thousands of other customers.Business response
04/02/2024
Dear ****,
We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.
Rest assure we will be reaching out to you today to get this matter resolved regarding your Shark Vacuum.
Should you have any further questions or concerns, please do not hesitate to contact us by phone at ************** Monday-Friday, 9AM-5PM EST.
Best regards,
******* on behalf of
Shark/Ninja Escalations Team
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Get a QuoteCustomer Complaints Summary
1,086 total complaints in the last 3 years.
444 complaints closed in the last 12 months.