SharkNinja

Good Day Mr. [redacted],We are sorry to hear that you are dissatisfied with your experience as customer experience is our highest priority.Our records indicate that we have tried to reach you by phone on 10/19/2017 to offer additional assistance. We left a detailed voice mail message with our direct...

contact information. We would ask that you contact us at your earliest convenience. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Regards,[redacted] on behalf ofSharkNinja Escalations Team

Revdex.com:
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 # [redacted].  
Can I please have the contact information. If my billing information didn't match why didn't it reject when I placed my order. The only thing I could think of is I miss typed my zipcode. Also having the agent tell me I cannot rectify this issue and fix my order or even allowing me to place another order makes no sense. I understand its for both our protections, but not being able to fix a simple mistake and how rudely your customer service team was to me is unacceptable.
Regards,
[redacted]

Revdex.com:
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 # [redacted].  
[I gave the business 3 opportunities to provide me with options:  Discussions with 2 different customer service reps and a request to escalate my concern with a manager.  (I was told that no manager was working during call center hours.  Either that's a lie, which negatively reflects on Shark Ninja, or it's a risk and unwise situation from a safety and management standpoint.)  If there are good options from the customer's standpoint, they should have been offered to me when I called the customer support line.  I told the call center reps that I don't have time to jump through a bunch of packaging hoops, traipse around town to ship a defective machine back, wait weeks to receive reconditioned machine and pay 25% of the cost of a brand new unit to exercise the warranty.  Instead, I found a solution that required far less time, effort and expense.    ds,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Ms. [redacted],We are sorry to hear about the delay in receiving your refund. Our distribution center processed the return on 04/11/2016. The delay was likely due to year end inventory where all distribution centers were closed from 03/25/2016-04/06/2016. We assure you the refund is being processed....

Please allow 3-5 business days for the refund to reflect on your credit card. We sincerely apologize for the delay and any inconvenience this may have caused you. Should you have any questions or concerns please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
The issue still hasn't been resolved as the product was ordered over a month ago. Nothing was stated that it was on back order until I logged in and noticed it said that it was on back order.  Also when will it be shipped? Also I am still waiting on a reply from ticket number 21703. Email said 24 hours and it has been over 72 hours. 
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I strongly reject the company offer, I find it professionally immoral for me to pay shipping for a device that Euro-Pro puts in a defective, non functional mode. Their response to leave this offer on the table, is an offer of nonsense, and arrogance and hardball tactics. I’ll file a complaint additionally with the [redacted], and with [redacted]. Post Newspaper Public Interest Story. Euro-Pro is disrespectful at best.Some woman called me from Euro-Pro. She irritated me so much with her continued questions repeatedly. Why didn’t I do this, why didn’t I do that !!! And continued to annoy me with why did I contact the Revdex.com, so many times, plus she wants me to pay shipping for this device. The weight of what this machine weighs to send through the mail, I would be paying for this machine all over again !!!They should pay for the shipping, since they sold a defective machine. Maybe that is why it was on sale.
Regards,
[redacted]

Revdex.com:
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 # [redacted].  
Due to your company's incompetence I was forced to pay a $3.95 'convenience fee' to your collection agency in order to complete this transaction instead of your service group charging my credit card like they should have in the first place. By my reckoning, I am owed $3.95 from Shark.Regards,
[redacted]

Mrs. [redacted],We have reviewed the details of this case and can confirm that the agent had in fact advised you verbally that this was your "final sale price". It is for that reason that we can not authorize a return of the product for a refund. Should you have any questions or concerns please do not hesitate to contact us directly. Our decision is final and we consider this matter closed.Regards,SharkNinja Escalations Team[redacted]

Good Day Ms. [redacted], We are sorry to hear that you have had this experience with your Shark Vacuum as customer experience is our highest priority. We, at SharkNinja are proud to offer consumers best in class warranties on their SharkNinja products. Your Sonic Duo Carpet Wood & Hard Floor...

Cleaner, purchased on or around 10/01/15, comes with a 5 year limited warranty. We have attached a copy of the owners manual for your records. Please review page 15 for warranty terms. Under standard warranty practice, in the event a SharkNinja can not resolve the matter over the phone we will offer a return for repair or replacement. We do ask that you pay $19.95 plus tax for shipping. This information is listed in your owner's manual that came inside the box with the product. (attached) If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly.   Best Regards, [redacted] on behalf of SharkNinja Escalations Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response, if seen through to the promised result, does satisfy my issues and/or concerns in reference to complaint #[redacted]. I will be satisfied, and consider this issue resolved upon the completion of the promised solution.
Regards,
[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 #[redacted]. Please add your rejection comments below. 
I returned your call but your mail box isfull. This is the 2nd time I reported this, nobody could bother to answer the first. I am s I re you went on your website and fixed the error, however I do have a screen shot of it listed on your page for $9.99. I also have a screen shot of it in my cart at $9.99. Therefore that proves you made changes. I need to order 2 sets at the $9.99 price, as it was listed at the time of purchase of tge vacuum cleaner. I think it is pretty shady you advertise 1 price but when the person hoes to check out you change the price hoping it isn't noticeable.  I will be sure to tell people that.
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

Ms. [redacted],We are sorry to hear that you have had this experience with your Shark sweeper. As you know, the black portion of your sweeper that your lower handle inserts into is part of the main unit and is not a replaceable part. We have attached this information from your owner's manual for your...

records. We have also attached your warranty information.Please contact us to arrange for a repair or replacement of your sweeper.Regards,SharkNinja Escalations Team

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I have done my homework and have searched the internet for a [redacted],it appears that many stores claim to sell them but noone has one in stock.  Since both vaccuums were sent to me to keep, (please review the phone calls) I have decided to sell the new one and purchase from another company.  I will however return the one I have been using to you, I dont like it and I dont want it.  If you send a prepaid label I will box it up and return.  I am truly diappointed in [redacted],I have three friends who purchased from [redacted] since I had given you such high praise.  I hope they dont have the same experience.
Regards,
[redacted]

Good Day Mr. [redacted],We are sorry to hear that you have had this experience with your order as customer experience is important to us here at SharkNinja.Upon further review we have found that the billing address did not match. It is for our mutual protection that your order was canceled. In an...

effort to resolve this matter for you we are willing to make an exception and allow you to place a new order via the website. Please let us know what the new order number is so that we allow it through the vetting process.We sincerely hope that this resolves the matter to your satisfaction. If you have any questions please do not hesitate to reach out to me directly. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team[redacted]

Good Day Mr. [redacted],Again, we are sorry to hear that you are having a negative experience with your Shark Vacuum.We are happy to help. Please reach out to our customer care team so that we can determine the potential cause of the vacuum not functioning correctly. We will need to document the symptoms in order to offer the appropriate resolve. In the event we can not resolve the matter of the phone we can offer you several warranty options.Please reach out to our customer care team for immediate assistance. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf of SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you are dissatisfied with your warranty agreement. In an effort to resolve this matter and close this case we would like to offer a one time consumer service gesture. Please contact me directly by phone or email. We would like to offer to cover your return shipping and arrange to send you a FedEx pre paid return label. Please contact me at your earliest convenience so that we can make all necessary arrangements for you.Regards,[redacted]Euro-Pro Escalations Team[redacted] x. [redacted]@euro-pro.com

[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.]
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]