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:06/03/2024

  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 product from this compay on march 14, after 2 months of regular intended use of this product it broke. The one-year warranty associated with this product is covered with such circumstances, however when I emailed the company I received no response and it has continued to this day. I spent around 70$ on this product and was promised grate quality, but in return I received poor customer ********************, a breach of warranty, and overall false promises.

• Initial Complaint

  Date:05/28/2024

  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 have a Xiaomi smart band 5 watch. The strap is so cheap that one day last week, it just broke apart. I e-mailed Xiaomi. They wanted the serial # of the watch. After days of back-and-forth trying to find the serial #, I was able to provide it to them. Xiaomi's response was, "If you need technical support, repair or installation, please coordinate with your point of purchase." If Xiaomi was simply going to refer me to the seller, why did we go through this long game for days of giving them the serial #? The item was a gift, so who knows who the seller is?

• Initial Complaint

  Date:02/28/2024

  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 the Roborock s6 MaxV and have had issues with it since i got it. I've attempted to contact the manufacturer on several occasions but received generic troubleshooting tips. However, now the device is simply unusable as it is suffering from a well documented error that appears to effect the ENTIRE PRODUCT LINE. All over the internet are attempted solution to resolve this issue where the machine loses its suction as a response to this error message. When i contacted the business they were unapologetic and refused to take any sort of responsibility. They instructed to me to purchase a filter directly from them for $40 suggesting it would fix the issue. It didnt. The issue persists. When I explained that this is effecting all owners of the S6 MaxV model they didn't care at all and dismissed my concerns. If every device has this problem, it is incumbent on them to fix it whether by recall or a firmware update. This is completely unacceptable and should be the subject of litigious action. This is not a cheap machine and it is unfair to customers to buy it and then have it fail uniformly due to an error in manufacturing. I demand a replacement device.Serial Number: ************** MODEL *******************

• Initial Complaint

  Date:01/12/2024

  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 purchased a phone from *** it had a warranty on the device. So, I sent it to this company because that it what i was told to do with the warranty and they sent me a "new" *** phone and with 35 days the phone sent from this company broke. IT broke due to a clear manufacturing defeat. Phones SIM cards readers don't stop working from anything else with not even a scratch on the phone. So round two of dealing with a second bad phone and this business was on December 27, 2023, I received a confirmation email that this authorized repair center has received your phone. In this email I was told if I had any questions to please contact with email or phone. the number in the email for contact is and the phone number provided is a fake number. The email was returned promptly with a request for update on the status of the *** brand cellphone that the *** company approved this place repair, and this company doesn't respond to emails after receiving my property, doesn't answer any phone calls. ALL I want is my property returned from this company. That $700 *** brand phone is mine. I own that phone and I want it returned.

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service 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 am super disappointed with the customer service Awful response by a rep.No apology just straight up rude!I was considering buying a Roborock vaccum and expensive one!The customer service rep was blank and rude to me!

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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 bought a roborock s7 max * in December 2022. After 8 months I had some problems , I contacted ******** after lots of emails they asked it back for a repair. They told me they fixed it and on the same day sent me another used, refurbished machine. It is not working now and they blocked all my emails. They don't reply any of my emails. When I write them from a different email, they reply and once they make the connection with me they block again. I am blocked e*en from the customer ser*ice phone number. From the website chat they keep telling someone is gonna reach me and nothing happens. I paid $675 for it and it is not working. It has warranty but I cannot reach anyone. How ridiculous! They shouldn't be allowed to sell in US with this unprofessional customer ser*ice!

• Initial Complaint

  Date:12/06/2023

  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.

  On July 14, 2023 I purchased a new Roborock 5Q+ from Amazon. It never worked correctly. It either would not dock correctly or it would just shut off. Unfortunately, I waited about two months to contact Amazon and they told me to contact the manufacturer. On Oct 11, 2023 I contacted the manufacturer. They asked me to send them the SR number of the device and to upload a video of the problem. I provided that on Oct 13. Email is attached.For the next several days there were troubleshooting attempts, etc, but nothing worked. They also told me I should not use on carpet which is not said anywhere in the manual or description. This is in the second email attachment.On Nov 3 they indicated to send to repair center. I provided my address on Nov 7 so they could provide shipping. Email attached.On Nov ************************** original packaging at **** Tracking number 1z271v3r0313465048. This was delivered to Roborock on Nov 16.Nov 22 Roborock indicated it was fixed and would ship back. Tracking number 1Z271V3R0305660422.The vacuum did not ship until Nov 29. I received the vacuum on 12/2 and it was in a generic box with only bubble wrap. I had provided the original box and packaging. The vacuum was also very dirty including the filter. I also had to completely resetup the vacuum to the Roborock app. After I did this, I noticed the Vacuum had a bunch of maps stored from April, 2023. Three months before i bought my vacuum. I then went in to the device info and saw it had a different serial number. So, it turns out they sent me an old returned vacuum rather than repairing mine as indicated. They also took the sticker of the SR off mine and put it on this old one. The vacuum also does not work. In fact, this one is more broken as I have provided in the attached Email 3. I am requesting a refund or a brand new replacement vacuum. ******** refuses and just keeps sending me emails to send them more pictures.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair 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 Roborock Q5+ Robot Vac on Dec 11, 2022. It has had intermittent issues and finally, on October 16, 2023 had given me several errors and was not working properly. I contacted Technical Support (both online and by phone) and tried troubleshooting but that did not resolve the issue. ******** told me to mail the unit back to them ($120 shipping) but after reading about other Customers who had paid the shipping fee and not gotten their units repaired, I decided it was not a good idea to do that. I contacted a Vac Repair shop locally and the Owner told me that he's seen several of these units come in with the same issues and they are not reparable without replacing a good portion of the unit itself and, even then, the cost to do that exceeds the cost to replace the unit. He encouraged me to contact them and give them no option but to replace the unit or refund. I tried multiple times to reach somebody via phone and their line has been busy. I've been able to reach someone through their online customer service and they have promised me several times that I'd be contacted "soon" (anywhere from ***** hours was the promise on 7 different calls). I finally did hear back on November 14th via e-mail. The **mail was not signed by anybody so I have no idea who sent it. The **mail simply said "We are sorry the device was purchased about 10 months ago.We can only provide repair service in this case." I replied that they have left me no choice but to file a complaint with the BBB and possibly other entities. I have made daily attempts sincve the 11/14/23 e-mail to reach them, but have not received any response.

• Initial Complaint

  Date:10/23/2023

  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 purchased TWO of the Roborock S8 Pro Ultra Robot Vacuums back in June and they were not delivered. I immediately contacted ******** about this issue and was told that it was gonna be escalated and I should be getting a refund soon since I never received my order, a few days went by and I never received anything. I contacted them again and was told that I would get a response in 24-48hrs and they never sent me anything. This kept going on for months and they've never replied back to me after I follow up on the case, I just keep being told to wait 24-48hrs and they'll get back to me. I need to get a refund for my money for a package that never delivered to me and Roborock has failed to provide any type of support

• Initial Complaint

  Date:09/26/2023

  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 had an issue with two roborock vacuums i had purchased. i have emailed this company over 15 times, and have called the customer service line over 10 times. still no response back from ANYBODY! i provided more than enough evidence of my returned items. on the return tracking number, it even shows my return being signed by roborock themselves. and they STILL REFUSE to refund me.