SharkNinja

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 purchase this product leas than 4 months ago. It was trouble shooted over the phone and nothing could be resolved. I explained that I was extremely limited on time due to my husbands deployment and outprocessing from base housing. It does not make sense to try making me pay over 100 dollars for a part that was defective on your end for a product that I JUST purchased. This is not fair. Take responsibility and either refund the money at this point. I will be taking my business to another company that will value my time and business.]
Regards,
[redacted]

Good Day Ms. [redacted],We understand your frustration. In an effort to resolve this matter to your satisfaction we made an exception and offered to send the replacement floor nozzle at no charge to you. We even paid the shipping. This is a one time exception as shipping is a third party charge that we do not cover. Please see warranty terms in your owner's manual.Our records indicate that you had accepted this offer on 01/30/2018. The part shipped same day via [redacted] ground. Tracking number [redacted]. The [redacted] tracking indicates the part was delivered on 02/05/2018. Please confirm this matter is in fact resolved to your satisfaction. Best Regards,[redacted] on behalf of SharkNinja Escalations Team

Revdex.com:Please note:  I made it clear to SharkNinja BEFORE they even shipped a new unit to me that I no longer had the original unit, and therefore could not ship the defective parts to them, they chose to still ship a new unit to me after I had provided full disclosure of this to the business.I am very disappointed that despite several requests for a written apololgy from a manager for the condescending attitude from their CSR ([redacted]), who apparently lacked both the necessary customer service skills & knowledge of how this model of blender even works, SharkNinja has adamantly refused to issue that apology.Since I've been told to keep the new unit I hadn't even requested, by way of compensation for my negative experience with SharkNinja, I am willing to accept that as closure of the complaint.
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]

Good Day Ms. [redacted],We are sorry to hear that you have had a negative experience with your Shark order as customer experience is our highest priority.We will reach out to you by phone shortly to offer additional assistance with the under appliance wand you are requesting. Best Regards,[redacted] on...

behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted], We are sorry to hear that you are dissatisfied with your experience. SharkNinja has attempted to assist you.  We have demonstrated that we will flex our policies in order to resolve this issue, but we have not received any of the information from you that would allow us to...

move forward with this. 1-     We were unable to locate any calls from your phone number to our call centre within the last 6 months. We asked if perhaps you had contacted us using a different phone number but you advised you did not. 2-     We have requested, from you, proof of purchase for the two Ninja Blenders you claim to have returned to our facility but none was provided. 3-     We have requested, from you, documentation to support that the products were returned to our facility. We would have and will accept tracking confirmation or a shipping receipt but none has been provided. We have made every effort to assist. Unfortunately, without the requested documentation we cannot proceed. Should you gain possession of the documentation we have requested, please reach out to us directly so that we may offer immediate assistance.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. Regards,
[redacted]

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]

Good Day Ms. [redacted],Our sincerest apologies for the delay in shipping your replacement Ninja Blender. This is certainly not the experience we want you to have as customer experience is extremely important to us at SharkNinja. Upon further review of your file we can confirm that we have offered to...

substitute your Ninja Blender with one of equal or greater value in an effort to get a replacement out to you as quickly as possible. Your Nutri Ninja Auto iQ System (BL492) should arrive via [redacted] ground by end of day 01/09/2017. We sincerely hope that this matter has been resolved to your satisfaction. If we can be of further assistance, please do not hesitate to contact us directly.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mrs. [redacted],Thank you for taking the time to contact us directly. As discussed by phone on 10/27/2016, we have asked that you forward the tracking number for your shipment so that we may confirm the return of your order. As soon as we have confirmation, we will process your refund. Please forward...

your customer reference number along with the tracking number for your shipment to [redacted]. We look forward to working with you to come to a resolve.Should you have any questions please do not hesitate to contact us at [redacted] Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9AM-6PM est.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mr. [redacted],We are sorry to hear that you are dissatisfied with your replacement hand vacuum. In the event your model is not in stock SharkNinja reserves the right to replace it with one of equal value. Upon further review we can confirm that your model is back in stock. As a one time gesture and in...

an effort to resolve the matter for you we have placed a new order for the SV780 at no additional charge to you. Please allow 3-5 business days to receive the new hand vacuum via [redacted] ground. Going forward, should you have any questions or concerns please do not hesitate to contact us directly for assistance. Regards,SharkNinja Escalations Team[redacted]

Ms. [redacted],We are sorry to hear about this. When consumers place an order with Ninja via an infomercial they are offered 3rd party products and services. In this case you had accepted a service and [redacted] gift card. This is not handled by Ninja directly, but by a 3rd party provider. Ninja is...

not associated with the 3rd party provider of the [redacted] gift card, which is why the Ninja Customer Service has not been able to assist.  We have no visibility into the status of the gift card offers.  That said, the best way to resolve this is to call  West Direct directly at [redacted]. If you should have any questions or concerns related to your Ninja Blender please feel free to contact us.Regards,Euro-Pro 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].  
[You do realize that I have had at least three shipment  dates with tracking numbers and here it is two and a half months later I still do not have my product. In what planet is this time frame acceptable? Why do you think that it is ok to incorrectly key an address and email address not once but twice? This is not acceptable. When I spoke to a representative on the phone I was told that I couldn't receive a refund of my item because it was brought through a merchant. Well, unfortunate I can't return the item to the merchant because I shipped it to you all in hopes of getting a replacement item. I would have NEVER bought a warranty for this item if I knew that you all had such a terrible business manner and a poor reputation for compensating unhappy customers. Yes this is just an iron but it is something that is used in my house daily. Furthermore, I would think that if a person or company made the type of errors that were completely due to your wrong doing, you wouldn't just say I'm sorry and tell that customer that there item has been shipped. This does not fix the main problem of your poor communication skills. 
Regards,
[redacted]

Good Day Ms. [redacted].We are not asking that you return the order at your own expense. In order for us to move forward with your request we will require that the amount owing on the order first be paid in full. Once that happens the hold will be lifted and this will allow us to process the return of your order for a refund, as requested. Once that amount owing is taken care of we will email you a [redacted] pre-paid return label to cover the return cost. When the complete order is received on our end, we will process the full refund amount to your credit card.If you have any questions or wish to move forward with this offer, please contact us directly at 1-[redacted] Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf of SharkNinja Escalations Team

Mr. [redacted],We are sorry to hear you have had this experience when attempting to place an infomercial order. Our records indicate that your order was canceled due to an automated preventative measure. This process is in place to ensure security for both parties. Unfortunately, your transaction...

cannot be completed. Please refer to a retail store near you for purchase.We appreciate your understanding and apologize for any inconvenience this may have caused. Regards,SharkNinja Escalations Team

Ms.[redacted],We are sorry to hear that you are dissatisfied with your Shark product and services. We appologize for the delay in receiving your Motorized Floor Nozzle for your NV500 Shark Rotator vacuum. Unfortunately, the part is on back order and the order is waiting in priority sequence until the...

stock becomes available. In an effort to expidite this for you I have placed a new order ([redacted]) for the Motorized Floor Nozzle using a different distribution center. You will receive a new order confirmation via email. You will also receive a shipment confirmation email as soon as this order ships. We sincerly appologize for any inconvience this may have caused you.Should you have any questions or concerns please do not hesitate to contact me directly.Regards,[redacted]Euro-Pro Escalations Team###-###-####.

Good Day Ms. [redacted],We are sorry to hear that you have had a negative experience as customer experience is our highest priority.We sincerely apologize for any delays in receiving your replacement motorized floor nozzle. That said, we are happy to report that the part is on its way via [redacted] ground...

and should arrive by end of day on July 27th, 2017. The [redacted] tracking number is [redacted].Should you have any further concerns or would like additional information regarding your order, please do not hesitate to contact us at 1-[redacted], Monday-Friday, 8am-10pm EST and Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you have had this experience with your Shark Vacuum. If the issue can not be resolved over the phone while troubleshooting the problem with a customer service agent then we will have to ask that you send the vacuum in for repair or replacement under your warranty....

I have attached the terms of your warranty agreement for your review. This page is located in the owner's manual that came inside the box with your Shark Vacuum.Our records indicate that a member of our escalation team has attempted to reach out to you by phone today and has left you a voice mail message with her contact information. Please return the call at your earliest convenience so that we may assist in resolving this for you. Regards,SharkNinja Escalations Team[redacted]

The business has asked me for some documentation which I will provide.  Then we will see whether they respond in a way which is satisfactory to me.  Until then I would like to keep the file open.Thank you,[redacted]

Mr. [redacted],We understand that you are dissatisfied with having to pay the shipping charge. This is a third party service that can not be refunded by SharkNinja. If we can be of further assistance with your Ninja Coffee Bar, please do not hesitate to contact us directly. Best Regards,[redacted] on behalf of SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear you are dissatisfied with [redacted] product and services. We offer very competitive warranties with our products. It is important to review and understand the warranty terms. The warranty details are included in the owner's manual accompanied with the product as well...

as on our website. I have attached the 5 year VIP warranty terms for your records.Should you have any questions please do not hesitate to contact us.Regards,Euro-Pro Escalation Team