ComplaintsforSharkNinja

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Shark Air Purifier 4TrueHEPA-AdvOdorLock and had to replace it on three separate occasions. This being the third time due to manufacturing issues such as the lights going out on the purifier and most recently it making a loud noise from the fan that is malfunctioning. I called to utilize my warranty after registering the item as it was very expensive over $299.00. On 4/27/2024 I called customer service to complete the process of getting a replacement. During the call the rep placed me on a video call via a link and watched me cut the cord on my device and after the call I was informed that I will be getting a new purifier in 3-7 days. I waited almost two weeks and decided to follow up to be told that it was on not in stock and it could take over a month if they get it in. I spoke with ********* at Shark who was very short, rude and did not attempt to rectify the situation by offering me an alternative purifier or sending me the amount for what I paid. ********* informed me that my only choice is to wait a month and hopefully I get a replacement. This was totally unforseen after I was told I would get my replacement in 3-7 days. I have people who have health issues and needed this device to help with respiratory issues. My reference number for the call was ********. My order number is ************. I would like a comparable replacement or refund for the purchase price.

  

  Business response

  05/07/2024

  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 Team
  

  Customer response

  05/08/2024

  [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 was able to speak with ***** at Shark who made the situation right and apologized for the bad experience. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a robot vacuum and pads I ordered. They signed for it on 4/8. I haven't got a refund yet. Everytime I call they tell me they will look into it and I never hear back. I want a refund for the full amount of the robot vacuum. It was defective.

  

  Business response

  04/29/2024

  Hello *************************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you have not received your refund yet. We completely understand the frustration that you have when it comes to this matter. We are currently looking into it, and we will have one of our representatives reach out to you soon.

  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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Ninja coffee maker for around $200 leas than a year ago from SharkNinja. The item is defective and no longer working. Upon calling the customer service ***** I was told to video chat and prove the problem with the machine, which I did, I was then told id need to cut the power cord to my current device and throw it in the trash, which I also did. I was then charged $22 dollars shipping to get a replacement. Upon checking the order status I see nothing has been shipped, although I was charged, so I called back only to be told it would be 4 weeks to get a new unit. This is unacceptable. Im not sure why they would ask a paying customer to wait a month for an item. Its not my fault they dont have the same unit in stock, I was told they would send me a unit with similar specs but they now they are refusing. They have hung up on me multiple times when I call and ask to speak to a manager as well. Incredibly frustrating.

  

  Business response

  04/25/2024

  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 Team

  Customer response

  04/25/2024

  [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

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Purchase: 09/21/2023 Purchase Price: $239.99 + Tax = $256.00 Purchased at Target online Order # *************** I purchased a set of Ninja Cookware online through Target.com. I did a lot of reading and research to get exactly what I needed. I chose the 12 piece Ninja NeverStick Signature Hard-Anodized Cookware Set-CW79012. One of the main reasons I chose it was because it came with non-venting lids, and there was a lid shown for every pot and pan in the set. The box pictured the stockpot and the *****" skillet sharing a lid. This is not actually correct though. The diameter of the stockpot/lid is only 8.75" so the lid is not interchangeable with the skillet. I have emailed Ninja multiple times, and they have still not resolved this issue. I asked them to send me a *****" lid for my skillet because that was one of the major selling points for me. They have continued to put me off. First they attempted to blame Target for incorrect information. I then provided them picture proof that it is printed on their box showing this, not Target making this claim. Then they decided I was just using wrong lid/skillet match-up, which was also incorrect. I'm attaching the email threads to show proof of the ongoing conversation with no resolution. It's been far too long.I first asked only for a lid. The request has been completely ignored. Finally, I told them to either send me a lid or refund my purchase price because I chose and purchased this set solely based on what was advertised and pictured on the box, and they have been putting me off for over 4 months now.

  

  Business response

  04/25/2024

  Hello Charity,
  
  
  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 Team

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had encountered a technical issue with Ninja food blender system which i had called to report to the company. I was offered a free replacement of the item and asked to ship back the defective item. I used the courier label provided by customer service and shipped back the defective blender later realizing that the courier is not moving because an important paper for custom was not provided by Ninja customer service. I filled it myself and helped moving the shipment which was delayed but delivered recently to Ninja. I tried following up with Ninja many times to dispatch the replacement order but there is no traction to my request, escalated the issue but no one is calling back. This is not the kind the experience i was expecting from this company. Very disappointed.

  

  Business response

  04/24/2024

  Hi *****,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

    We attempted to reach you and left you a voice message at *********** regarding your order.  Your order is now preparing to ship so please keep an eye on your email for the tracking number from ***** for its arrival as it can take 3-5 business days.  We do apologize for the delay.
  

    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

  Customer response

  04/24/2024

  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 would appreciate a full refund as the order is delayed way more than i could imagine. I will purchase another item with the refund amount. 
  
  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

  04/25/2024

  Hi *****,

    It was a pleasure speaking with you and we will be in contact soon.

    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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Ive been using the combi a few months now. So I went to take it out of the combi. I had mittens on and the pan was so hot. I had to drop it and in the meantime, my kitchen floor got burnt because of the issue. There is no way that this shouldve been that hot. In my hand, got a little burnt. The combi needs to be recalled. It also messed up my Bakers rack as well. Now my kitchen flooring has to be redone so Im asking for some compensation so I can get it fixed

  

  Business response

  04/24/2024

  Dear ****,

    We are truly sorry for you experience this with your Ninja. It was a pleasure speaking with you today and we will be reaching out to you tomorrow morning regarding this matter.

    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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the shark stratus vacuum cleaner with the extended warranty. And I had to have the base replaced, mind you my vacuum is blue, and when I got the new base it was maroon totally different color. I called and the first person was really rude and talking down to me and told me its a working base they only guarantee it works then she hung up on me. I called back spoke to a manager she apologized and resubmitted my order and said shell request in the order to send the blue one . Well I got the second shipment and it was maroon again so I called back and explained that I paid over 600 to have a good working vacuum not to have a missed matched pieced together vacuum and she pretty much told me oh well I should be happy with a working vacuum thats all they grantee I ask to speak to the manager she said no thats as far as I go and we got into and argument and she hung up

  

  Business response

  04/23/2024

  Hello ***********************, 

  Thank you for contacting SharkNinja. 

  We are so sorry to hear that you are having an issue with your unit and that you did not receive the correct color for your unit. We completely understand your frustration with this matter. We will have one of representative reach out to you so that we can resolve this issue.

  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,
  
  Zachery on behalf of
  Shark/Ninja Escalations Team

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a shark vacuum cleaner and within the first 30 days (not even 30 days) the floor nozzle quit working. I contacted them for them to tell me shark doesn't cover that part. What? That is an electrical component and it isn't covered? That is unacceptable. So they sent me the part "as a courtesy" but told me they won't again. Within a few months the clip that holds the tank on broke (just a cheap plastic piece) I get the same response, it isn't covered. By now I am furious. 2 parts ha e broke on this in just a handful of months. (By this point they should have just replaced the entire vacuum. But during all this time, since I got the new floor nozzle to date it sounds horrible. Today I decide to take the bottom cover off and clean under the roller good. Yep, it doesn't cone off because a s**** is stripped. I am really frustrated now. But wait there is more. The whole time I am using this vacuum the cord was damaged and the black coating was gone in 1 spot. I thought o ran it over while vacuuming but when I looked it is where it first wraps around tge cord holder, it doesn't reach the floor at all. So all this time the cord is getting damaged because I am wrapping it like they show to do. I am so over shark. I have been using them consistently buying all the new ones when they cone out for the ladt 14 years and this is the quality they have now. I'm done, I will be doing a review on ******* showing how poorly they are made now. I would rather buy a cheap dirt devil before another shark.Shark, do better, you had an amazing vacuum years ago, you let it go to your head and cut corners. I will no longer suggest any if your vacuums, I will do the opposite. Make good on it.

  

  Business response

  04/22/2024

  Hello ********,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will be reaching out to you during the day on Apr/23/2024 to discuss this situation.  We will also send 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 Team

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Matrix 2 - 1 self emptying vacuum in December 19, 2023. Since then Ive received two additional robots (an AI model and what appears to be a standard vacuum) and have 2 mop attachments. All units have never worked right. Each time I speak to **************** all they want to do is send out more parts. Consistent problems with the units and some new problems along the way. The units wont pickup everything off the rug or carpet, they *** up and down while vacuuming, have to manually place the units in the room I want to mop because it wont work off the app or the vacuum gives an error, doesnt vacuum the whole room.

  

  Business response

  04/22/2024

  Hello *******,
  
  
  We are sorry to hear you are dissatisfied with your experience as customer experience is very important to us at Shark/Ninja.
  
  We will be reaching out to you Apr/23/2024 during the day to discuss this situation with you.  We will also send 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 Team

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an OL701, and less than 2 months of using it it no longer functions so I tried to use the warranty. They said they would send me a replacement and instead sent me a different, cheaper model. They already made me cut the cord on camera so I feel very tricked. The difference in price is at least $70 and the missing functions are the ones I wanted from the device in the first place.

  

  Business response

  04/19/2024

  Dear ********,

    We are sorry to hear you are dissatisfied with your experience as customer experience is important to us at **********************/**********************.

    We are truly sorry that you received a different unit and 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 Team

*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. ↩