SharkNinja

Good Day Ms. [redacted], We are sorry to hear that you have had this experience with your Ninja Coffee Bar as customer experience is our highest priority. Our records indicate that since this complaint posted (08/25/2017) a member of our escalation team was able to make contact and suggest an option for...

resolve. If we can be of further assistance, please do not hesitate to contact us directly. We can be reached at 1-###-###-####, Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best 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].  i am rejecting your business response because [redacted] will not return it and you are the manufacturer and you won’t even exchange it for one that works. Customer satisfaction is obviously not your highest priority. I will be spreading the word to anyone that will listen that your customer service is the worst I’ve ever seen 
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]. 
I had to let Shark’s response “sink in”. Obviously, they know nothing about public relations or customer service. They know how to provide an answer and yet ignore the problem….. a roller that lost ALL its bristles. They disregarded the problem, which has to be due to poor quality control on their behalf. I purchased this vacuum because 4years ago I purchased a Shark Rocket ([redacted]). My Rocket is my right hand and it is used 80% more often than my vacuum and yet all the bristles are intact. I also have a 6 year old [redacted]), all bristles remain. I was about to purchase a Shark IONFLEX Duoclean 28 from [redacted]…not any more……….I was going to complain to [redacted], I decided against that. What I will be doing is check to see when Shark is demonstrating on [redacted] and I am going to call in and tell the viewing audience all about Shark, their inferior product and their refusal to help. When I am done I will contact [redacted]. Next I will go to social media, [redacted] and if you have a [redacted] page…..your [redacted] page. You will be losing a hell of a lot more than me. Make me happy….I have no carpets, wood floors, 3 pit bulls and 10 cats (all rescues 8 cats are mine 2 are fosters) so make me happy, explain to me  how the bristles disintegrated!!!!
Regards,
[redacted]

Good Day Ms. [redacted],We are sorry to hear that you are displeased with our response as well as our attempts to resolve this matter while honoring your warranty terms. As previously mentioned, the floor nozzle is a wearable part and is not covered under the warranty. When the product is used under normal household conditions this is unlikely to occur. This part can be purchased for $95.95 plus tax and shipping. That said, we will be reaching out to you by phone today to get additional information in an effort to better understand what you are describing is happening with the rotating brush. We may be able to make an exception here and offer the part at a discounted rate. We look forward to working together to find a suitable resolve. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted],Please confirm that on 04/14/2017 you received the detailed cleaning instructions. The clean light means that calcium build up inside the machine may effect the taste of your coffee and therefore it is time to run a clean cycle. Please follow the instructions provided as this will certainly resolve the matter for you.If this does not resolve the matter for you we will ask that you contact SharkNinja directly to let us know. We are happy to offer additional assistance. Our customer care department can be reached by phone at 1[redacted]from Monday-Friday, 8am-10pm EST and on Saturday and Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We are sorry to hear about the delay in receiving your new Shark Navigator Swivel Plus vacuum. We will be sure to look into this matter for you and will certainly arrange to have the item ship out to you as quickly as possible. In the meantime, if you should have any questions or concerns please do not hesitate to reach out to me directly. Regards,[redacted] on behalf ofSharkNinja Escalations Team[redacted]

Mr. [redacted],
We sincerely apologize for the delay in receiving your [redacted] pre paid return label for return of your Shark Rocket order. As per our phone conversation I have arranged to send a new return label to the address confirmed by you. Please allow 3-5 business days to receive it. Once the...

order is received back we will refund your credit card for the order less shipping.
If you have any questions please do not hesitate to contact me directly.
Regards,
[redacted]
Euro-Pro Escalations Team
[redacted] X.[redacted]

Ms. [redacted],We are sorry to hear that you remain dissatisfied. We have done all that we can to assist you in understanding your warranty and options for resolve. If you change your mind please do not hesitate to contact us directly for immediate resolve. We can be reached at ###-###-#### Monday-Friday, 8am-10pm EST and Saturdays, 9am-6pm EST.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mr. [redacted],As discussed by phone today we have made a one time exception and will ship out your replacement HV321 Shark Rocket Deluxe Pro Upright Vacuum right away. Please allow 3-5 business days to receive it via [redacted] ground. Please note for future reference that your warranty terms are located in your owner's manual. We have issued a new pre-paid [redacted] return label via email. You should receive it within the hour. Please return your vacuum at your earliest convenience. If you should have any questions 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]. 
[Shark customer service - I suggest you take the customer service training "Customer Service "The Disney Way"" This will show you that you need to use your best judgement when it comes to customer service, as policies are not always black and white. I am extremely upset with the poor service and though I am one customer, I will never purchase your products again. This is also coming from someone who has always purchased Shark and Ninja products.]
Regards,
[redacted]

Good Day Ms. [redacted],We are sorry to hear that you have had a negative experience with your purchase as customer experience is extremely important to us here at SharkNinja.As discussed today, because both orders were returned to us we will request that your file be removed from collections. Once we...

have the updated credit card information we will process the refund in the amount of $35.85. We will ask that you allow 3-5 business days for the amount to reflect on your credit card statement. We sincerely apologize for any inconvenience this may have caused you. If you should have additional questions or concerns please do not hesitate to contact me directly. [redacted] on behalf ofSharkNinja Escalations Team[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. 
If you look at that user manual and warranty information you will notice that it does not state that the vacuum is a Shark PROFESSIONAL Rotator which is what I purchased. The name of the product is very misleading to a consumer that is looking for a professional vacuum if that is not what it is intended for. I also did not get that specific warranty information when I purchased the product. This PDF that is attached is something that I have just been sent and had no knowledge of beforehand. Shark should not name a product a "Professional" product if they cannot back their warranty when a consumer pays additional monies in order to have an extended period of time for coverage. I had already previously gotten a part replaced on the vacuum in May of 2017 which was only 6 months after my original purchase. If I already had to get a part within 6 months which was one of the MAIN parts of the vacuum, that tells you that these vacuums do not last very long(at least some of the parts). I had no issues getting the first part replaced and I also had spoken with a representative and told them that this vacuum was used for my cleaning business. I was shipped a new part without issues. Now all of a sudden there are several issues with this vacuum and nothing can be done by Shark to rectify the problem. I feel as though I should get some kind of refund or a replacement to make things right. I did nothing but vacuum floors with this vacuum cleaner in houses that are not new construction. I thought that was what a vacuum is supposed to be used for. I do not understand the issue! 
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]. 
 
Regards,
[redacted]

Good Day Mr. [redacted],We are sorry to hear that you have had a negative experience with your Shark.As discussed by phone today, we are doing everything that we can to send you the Under appliance wand. Unfortunately, the item is on back order. We have been coordinating with our distribution center to...

get the part out to you as quickly as we can.  Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good day Mr. [redacted],Unfortunately, Ms. [redacted] has not reached out to us since the initial call on 2/28/18 to allow for necessary troubleshooting. For her convenience, we will reach out to her by phone today to offer additional assistance with the Ninja Coffee Bar.We look forward to working towards resolution. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted],We are sorry to hear that you have experienced a delay in receiving your order as customer experience is extremely important to us here at SharkNinja.Our records indicate that the parts ordered are currently on back order but that we are expecting a shipment in shortly. The...

expected ship date for your order is listed as 12/16/2016. We are doing our best to get this order to you before the holidays. We apologize for any inconvenience this may have caused you.If we can be of further assistance please feel free to reach out to us directly at [redacted]1-800-361-4639 Monday-Friday, 9:00am-5:00pm Est. Best Regards,[redacted]SharkNinja Escalations Team[redacted]

Ms [redacted],We are sorry to hear that you are dissatisfied with our resolve. Upon further review of your file we can confirm that a complete new replacement BL480 Ninja Blender was ordered for you at no charge to you. Unfortunately, the replacement blades for your model were not available. It is for this reason that we have offered to completely replace the blender for you. I have attached the order details and tracking information for your records. The [redacted] tracking number is [redacted] and is expected to be delivered by end of day on Friday January 29th, 2016.We sincerely hope that this does resolve the matter for you. Should you require additional information please contact us directly. Regards,SharkNinja Escalations Team

Mr. [redacted],We are sorry to hear that you were dissatisfied with your free Shark Steam Mop. Upon review of your file we see that you have already made arrangements to return the order to us for a refund. Please note that the shipping charge is a third party fee and therefore is not refundable. In...

an effort to resolve this matter for you are are willing to make a one time exception and offer to refund your original shipping charge of $45.90. We sincerely hope that this resolves your concerns. If you should require additional assistance please do not hesitate to contact us directly.Regards,SharkNinja Escalations Team[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].  
Issue has not been resolved. The company has asked for the order number associated with this complaint, please provide to them Order #:[redacted]-00. The email address associated with the order is [redacted]. Phone is either [redacted] or [redacted].If they need additional information, they can call me at [redacted]. 
Regards,
[redacted]