SharkNinja

Good Day Ms. [redacted],We are sorry to hear that you've had a negative experience with your Ninja Coffee Bar as customer experience is our highest priority.We will reach out to you by phone today to review potential options for resolve. We hope that we can resolve this mater to your satisfaction. In...

the event you wish to reach us, please do so at 1-[redacted]. We are available Monday-Friday, 8am-10pmEST and Saturday, 9am-6pm EST. Regards,[redacted] on behalf ofSharkNinja Escalations Team.

Good Day Mr. [redacted],We are sorry to hear that you are dissatisfied with your warranty terms. In an effort to clear up any misunderstandings we have attached the warranty terms for your BL492W for your review. This information is located on the last page in your owner's manual which was provided in the box with your Ninja Blender. If you should have any questions 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 does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
This is the same answer I received when I called and is not valid answer. I consider this discrimination, that you are refusing to honor my purchase and not allowing me to take advantage of your special offer. My next step will be to contact both the attorney general in Massachusetts and Connecticut to file an complaint
Regards,
[redacted]

Mrs. [redacted],As previously mentioned, we would be happy to assist you with returning the original order for a refund. Please feel free to contact us directly by phone for assistance. Our agents are available to assist you from Monday-Saturday 7am-11pm Est. & on Sunday from 9am-8pm Est.Regards,SharkNinja Escalations Team

Good Day Mr. [redacted],We are very sorry to hear that you are dissatisfied with your Shark ION Flex purchase as customer experience is our highest priority.We will have a member of our escalation team reach out to you by phone today to review available options for resolve. Should you decide to refuse...

our offer and return the order for a refund we will require additional information from the product, such as the serial numbers. If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team  purchase as customer experience is our highest priority.We will have a member of our escalation team reach out to you by phone today to review all available options under your warranty. If there is a phone number that you can best be reached at during business hours, please let us know.Otherwise,If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly. We can be reached at 1-[redacted], 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 the offer from Shark because I have already called the phone number that is included in the email several times over the past few months and they did nothing about fixing, replacing or refusing my vacuum. There customer service was absolutely awful and I am still right back where I started.
Regards,
[redacted]

Good Day [redacted],We are sorry to hear that you have had a negative experience as customer experience is extremely important to us at SharkNinja. Our records indicate that you had accepted our offer to purchase a brand new Steam Pocket Mop on 08/30/2014 at a discounted rate, under our Express...

Replacement program. Our express replacements are final sale and come with a 90 day warranty because they are offered at discounted rates. Otherwise, the product comes with a One (1) year warranty term. Please follow the link below for more detailed information about the warranty term for this product. You would have also received this owner's guide in the box with the Shark Steam mop which includes a page dedicated to your warranty term. http://www.sharkclean.com/include/pdf/manual-S3501.pdf If you should have any questions or require further assistance with your Shark Steam Mop please do not hesitate to contact us directly at [redacted]. 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 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]

Mr. [redacted],We are sorry to hear that you have had this experience with your Shark order. Please understand that this is an automated feature for our mutual protection. If the order was flagged and canceled, we must insist you move forward with your purchase via a retailer. We are unable to make...

exceptions and over ride this process. We do apologize for any inconvience this may have caused you.Regards,[redacted]Euro-Pro 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. 
[First of all we have only spoken with your customer service agents. We have never spoken with any supervisor. We have been through this before with the first Shark vacuum, and you replaced it with this one. I am not going to pay to return this vacuum to be fixed, which we were told by your customer service troubleshooting dept. that the problem was the motor and it could not be fixed. Let me add I will not may anymore money to your company. I was told it could not be fixed, so it should be replaced with a NEW vacuum. We have contacted your company five times.....I am through with Shark. We paid the first time $49.95, and they sent us this one, which has the same problem the first one had. I think you send out refurbished vacuums. So, I want a brand NEW vacuum, or my money back. In closing if you send us a NEW vacuum, we will put this one in the box and send it back to you. I will not pay for a box and shipping. Again I want to add we have never spoken to a supervisor from your company.   ]
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]
Let's be honest here - it's not that you "cannot" refund the amount I paid, it's that you choose not to.  I paid your company directly, I neither chose [redacted] nor paid them.  The fact that [redacted] completely dropped the ball is yours to handle, and I'm convinced that if I had not called to check the status of my replacement parts they'd probably still be sitting around today, still not shipped. It's obvious your company doesn't have any checks & balances in place to include order completions that involve shipping validations. the bottom line here is that I'm your customer (or soon to be former), and it's poor customer service to to have a customer pay for something for which you (and your contracted 3rd party) completely fell short on. At this point I'd accept a partial refund equal to half the amount I paid for shipping. There isn't any other resolution I'd accept.
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]. Companies like this one should put consumers first, instead of trying to make money off of defective products. 
When a company manufactures and sells a product that has an unlimited number of parts that could fail, every part that could potentially break should be a "replaceable part." Especially when those parts are on the outside of the unit, and can easily be accessible to the consumer should they need to be replaced after breaking/failing. The particular piece on my unit which broke off, and has caused my sweeper to be unusable unless I push it across the floor with my hands, should never have broken, unless it was made with cheap materials. As a fairly important part for the operation of the sweeper, this part should be replaceable.While I appreciate the company sending me the warranty information, which my sweeper is not covered by, I find it disgusting that they would expect payment to cover their shipping cost for parts covered under the warranty! I have purchased Shark products in the past, which have also had parts break off, and this is the last time I will ever spend my hard-earned money on any of their products again. I prefer to do business with honorable companies who care about their customers, and their product's performance.
Regards,
[redacted]

Good Day Ms. [redacted], We are sorry to hear that you remain dissatisfied with your experience. Should you need additional information regarding your warranty please visit our website. https://www.ninjakitchen.com/1yearVIPWarranty/. 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 does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The cost of mailing this very heavy steam piece out weights having it repaired. Offering to sell me another unit at 86.00 is beyond foolish as your products essentially have no warranty and I no longer have any faith in your products. Your customer service tech told me to remove the stream head to insert a paper clip into some hole and I still have the burn from the heating element on my arm, never mind about 15 little screws that probably are not in the right holes anymore. The fact that your company no longer makes the steam and vac leads to me believe you were very aware of the issues with this model. The very least your company could do is send me a lesser value steam mop as I have invested in both the steam and vac and a [redacted] professional vacuum. I have obviously put my money and faith in the wrong company. I am very disappointed.
Regards,
[redacted]

Good day Ms. [redacted],We are sorry to hear that you are dissatisfied with our options for resolve. SharkNinja has gone above and beyond in working with you via phone and on social media in an effort to resolve the matter to your satisfaction. Our offers will remain on the table should you change your mind. Please contact us at 1-[redacted] Monday-Friday, 9am-5pm 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]. Please add your rejection comments below. 
This is Not how ANY vacuum has acted while using and this is NOT a pleasant experience.  There should be no shock when using the vacuum.  You all should insulate/ground the handle. 
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].  
The unit was retuned to the approved retailer that currently as per the instructions given by your customer service department to me over the phone. So I did just that, and they are trying to avoid responsibility. They  can tract it with [redacted], if they cant track a return thru a retailer they are contracted with. I would suggest they stop selling thru that store. I am no satisfied with there response. Details for the item(s) being credited: Order #: [redacted] Date initiated: 03/11/16 Return to: Prop [redacted]0177 Estimated refund: $377.99
Regards,
[redacted]

Mr. & Mrs. [redacted],We are sorry to hear that you were unable to catch the order in time to cancel it. Once an order has moved to "warehouse picking" the order can not be edited or canceled. The [redacted] tracking indicates that the order should arrive by 12/12/2015. Please refuse the order so that...

that it is returned to us. Once received we will process the refund in full to your credit card. We sincerely apologize for any inconvenience this may have caused.Should you have any questions please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team[redacted]

Mr. [redacted],We apologize for the delay in receiving your replacement Shark Cordless Vacuum. We have confirmation that the order has shipped and that you should receive it shortly. We apologize for any inconvenience this may have caused you.Should you have any questions 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]. Please add your rejection comments below. 
Please send me the Vacuum and I’ll close this complaint. I shouldn’t have to pay for your defective product to be replaced while under warranty. 
Regards,
[redacted]