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:03/05/2026

  Type:Product Issues
  Status:

  UnansweredMore 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.

  2/14/26, I encountered an issue with my robot, the mop pads were not aligned, and one would not lower. I spoke with tech support, and they agreed after watching a video that it was not functioning as it should. They made a warranty repair request and sent me a label. I packed the robot, per their instructions, and sent it off the next day 2/15/26. I got a few updates from REMOVED, their warranty repair, and then they shipped it back. I just received it back 3/4/26. Upon getting the package, it looked like it had never been open but throw around the warehouse and then slapped a label on it and returned. I opened it and you could visually see that the mop pads were still not aligned and it looked as if NOTHING had been done. I called Narwal and they were less than helpful. I tried to use the robot because they wanted "proof" and now it is even worse than when I sent it. It showed errors 1019 and after doing a restart, as suggested by the app, it now will not connect at all to anything. I have included pictures of the box, the errors and would give videos of the robot repair not being completed BUT now it won't work at all. At least when I sent it in it was functioning, albeit poorly. Now, it does not function at all. I do not trust your repair center or your technician and either want a refund or a new unit sent to me. This is still under warranty, but your service is subpar and at this point, you have had it for nearly 3 weeks, failed to fix the issue, made it much worse and that is not ok.

• Initial Complaint

  Date:02/14/2026

  Type:Delivery Issues
  Status:

  UnansweredMore 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 #REMOVEDon 02/04/26 for the Narwal Flow and had never received my order despite the delivery status showing delivered. The first attempted delivery was on 02/10/26 and was not successful due to me being away at work in the office throughout the day. This is always the case for my packages due to work and I live alone so no one can collect them on my behalf, therefore the packages are typically left or taken to an access point if needed. The next day they attempted delivery and it claimed it was delivered despite me still being away at work and said it was received by COLON. This is certainly not the case and can provide evidence showing I was at work at the time of alleged delivery if need be. This is very frustrating and as soon as I received notification I reached out to Narwal directly via email and by phone. I was advised that an investigation was opened to look into the matter regarding a refund. This was a very expensive purchase that I was also going to partially use for business and now I have to deal with this hassle instead of a resolution being in place. I am requesting my money back and hope this matter gets immediately resolved.

• Initial Complaint

  Date:01/27/2026

  Type:Product Issues
  Status:

  UnansweredMore 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 received a narwhal s20 pro as a christmas present in 2024. I probably used it less than 30 times (it did work very well). But all of the sudden it started saying for me to contact customer support during its cleaning cycle. I did and no resolution was to be had. They want me to pay $400 or buy a brand new machine which is extremely expensive. They won’t repair mine and it is a month or so outside of the “warranty” but It was barely used. Beware if ordering a narwhal product, they are not durable.

• Initial Complaint

  Date:12/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received a Narwal Freo X Ultra as a gift on December 6, 2024. From the start, we have properly maintained the unit exactly as recommended by the manufacturer. All replacement parts and supplies (rollers, pads, debris bags, and cleaning solutions) have been purchased directly from Narwal and no third-party products have ever been used.
  
  Within only a few months of ownership, the unit began experiencing charging failures caused by corrosion on the charging pads, preventing proper contact inside the dock. Each time, we cleaned the corrosion and the unit would function temporarily before the issue returned. This problem has occurred multiple times throughout the year of ownership.
  
  Due to a death in the family, we were out of town, and upon returning the unit once again would not charge. After cleaning it as usual and placing it back on the dock, it stopped charging entirely. Out of frustration and time constraints, we set the unit aside for a few months and resorted to manually vacuuming and mopping.
  
  After multiple failed attempts to restore functionality, I contacted Narwal customer service and provided proof through the app showing the unit was not functioning. I was told that because I contacted them 17 days after the one-year warranty expired, the only option was to pay for repairs. The CSR stated that the proof did not matter because I had not contacted support before the warranty deadline.
  
  For a machine that costs nearly $1,000, it is unreasonable to experience repeated failures within months of ownership and receive no support for what appears to be a known defect. During the chat, the CSR mistakenly sent messages intended for another customer, then asked me to ignore them. He also stated in one message that the unit would be repaired for free, then later denied ever saying this.
  
  I am extremely disappointed in both the product quality and the customer service response and am seeking a fair resolution.

• Initial Complaint

  Date:10/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Here is a summary of the issue:
  
  You purchased a new, premium Narwal Freo X Ultra robot vacuum for approximately $1,500 in April 2025. The unit failed to function correctly immediately upon arrival, and an initial support ticket was closed without resolution.
  
  By October 2025, the unit was suffering from multiple, persistent failures, including loud mechanical noises, false "roller jam" errors, failure to switch modes, and constant connectivity problems.
  
  Despite your formal escalation citing consumer protection laws (Magnuson–Moss Warranty Act and Michigan Consumer Protection Act) and providing evidence of a persistent defect, Narwal has refused to provide an adequate remedy.
  
  * Narwal REMOVEDrefused a refundREMOVED, citing the expired 30-day return window.
  * Narwal's support agent ("George") REMOVEDdenied a defect existedREMOVED, condescendingly attributing a loud mechanical noise to a normal "Stick-slip Phenomenon" and stating it was your obligation to prove the defect.
  * Narwal REMOVEDrefused your compromiseREMOVEDto accept an upgraded *Narwal Flow* model (which reportedly fixes the design flaws of your current unit).
  * Narwal's REMOVED"final solution"REMOVEDwas to offer a *refurbished* unit of the same defective Freo X Ultra model.
  
  You contend that Narwal has breached its warranty by failing to repair a recurring malfunction within a reasonable time and is attempting to force you to accept a refurbished, inherently defective product.
  
  You are seeking one of two resolutions:
  1. A REMOVEDfull refundREMOVED(approx. $1,500.00).
  2. A REMOVEDreplacement with the upgraded Narwal Flow modelREMOVED.

• Initial Complaint

  Date:09/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased TWO robot mop/vacuums from Narwal (over $1K) and they worked great for 3 months. then BOTH OF THEM completely malfunctioned and cannot be fixed. I have emailed the company MULTIPLE times and they refuse to honor their warranty and replace or refund. Now they have just stopped responding. This business should be BANNED from selling on REMOVEDor any other platform. HORRIBLE!!!

• Initial Complaint

  Date:08/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Narwal robot vacuum/mop which worked well for the first couple of months before it began having serious performance issues. The vacuum stopped cleaning properly, and the mop function stopped dispensing water altogether.
  
  Over the past three months, I have been in constant communication with Narwal customer support. I have completed every troubleshooting step they requested, including resetting settings, performing multiple tests, and sending numerous photos, videos, and screenshots to confirm the issue. Despite this, they repeatedly claim the problem is on my end. I have used this product for six months and know how it should function — it is not user error.
  
  Narwal eventually had me ship the unit in for repair. It was in their possession for approximately two weeks. According to the service tracking, it was “assigned” to a technician and then marked “resolved” in under ten minutes. When the unit was returned to me, it performed exactly the same as before — in fact, it was worse. The original issues remained, and no meaningful repair was done.
  
  I have made multiple requests for a real solution, such as having the unit properly inspected or replaced, but Narwal has not fixed the problem or offered a resolution. Instead, they continue to repeat that the issue is on my end. I recommended this product to several family members based on its early performance, but now I regret doing so given my experience.
  
  Desired Outcome:
  I am requesting that Narwal either:
  
  REFUND or
  
  Properly repair my device so it functions as originally intended, or
  
  Provide a replacement unit that works as advertised.

• Initial Complaint

  Date:01/03/2024

  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.

  - The date of transaction is August 4th, 2023, I bought the Narwal REMOVEDon REMOVEDNarwal store.
  - I paid $917.49 to the business.
  - The business committed to provide 1 year guarantee for this product.
  - The robot began to have malfunctional noise after 4 months of use. We've tried to change all accessories and followed the instructions they provided. I've requested them to repair the product, or replace the item or refund. However, after one month of communication over email, I still didn't get the robot fixed. The product cannot be used over 1 month during the 1 year guarantee. Now I need the business to replace the robot to a new one instead of repairing this robot, it's unbearable to waste so much time to communicate with them, and I think they're just communicate to buy time.
  - Order number: REMOVED

  Customer Answer

  Date: 01/04/2024

  Hi, here's the address of Narwal: REMOVED

  Specifically I bought the item on REMOVED REMOVED

  Business Response

  Date: 01/15/2024

  Dear Officer,

  I hope this message finds you well. I am writing to update you on the progress of a customer support case involving a product malfunction. Since receiving the customer’s initial inquiry on November 30th, our team has diligently provided troubleshooting guidance and requested necessary information for processing aftersales support. However, we encountered some delays in communication as the customer's responses were infrequent, with no significant update received until December 26th.
  Throughout this period, we have maintained active communication efforts and have endeavored to deliver the highest level of assistance. While we acknowledge the customer's need for aftersales service, we are pleased to inform you that we have facilitated this process by issuing a complimentary shipping label for the customer to return the defective unit.
  As of now, we are awaiting the return of the product to proceed with the replacement. Please be assured that all actions taken have been in strict adherence to our aftersales policy framework.
  We appreciate your understanding and are committed to resolving this situation to our customer's satisfaction.
  Thank you for your attention to this matter.
  Sincerely,

  Robin

  Narwal