SharkNinja

Mr. [redacted],Please find attached the order confirmation and tracking numbers for your replacements. You were emailed the order confirmation and shipment confirmation when the order was placed and then when the order shipped.Should you have any questions please do not hesitate.Regards,
[redacted]Euro-Pro Escalations Team###-###-#### X.[redacted]

Ms.[redacted],We appologize for the delay in receiving your refund. Our records indicate that we had originally attempted to refund the account used to place the order but were unsuccessful. We could not process the refund to the [redacted] account on file. This kept the refund pending for quite some...

time. We then had no choice but to process the refund by check instead. The check was approved on 03/02/2015. You should receive it in the mail shortly. We appologixe for any inconvenience this may have caused you.Should you have any questions please do not hesitate to contact us.Regards,[redacted]Euro-Pro Escalations Team

Ms. [redacted],We are truly sorry that you are dissatisfied with SharkNinja's credit card policy. Unfortunately, our hands are tied. In this case we can simply refer you to your local retail store should you wish to purchase a SharkNinja product.  Regards,SharkNinja Escalations Team

Mr. [redacted],We are sorry to hear that you are dissatisfied with the order process. You can review our credit card policy here; [redacted]As discussed by phone today, in an effort to resolve this matter we would like to make an exception and allow the order to...

process via our website . If you should change your mind and wish to place the order, please do not hesitate to contact us directly at [redacted] Monday-Friday, 8am-10pm EST & Saturday-Sunday, 9am-6pm EST.We sincerely hope that our offer resolves the matter for you. If you should have any questions please do not hesitate to contact us directly.Best Regards,SharkNinja Escalations Team

Good Day Ms. [redacted],We are sorry to hear you remain dissatisfied. Unfortunately, because the product was not purchased through SharkNinja directly we are unable to offer a return to our facility. If you require additional information we would be happy to offer assistance. Please do not hesitate to reach out to us at 1-[redacted] Monday-Friday, 8am-10pm EST or Saturdays 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We are very sorry to hear that your have had a negative experience with your Shark Rocket vacuum. Please refuse the shipment and we will make this right for you immediately. We appologize for the error and any inconveniace this may have caused you. Our records show that a new NV322 Shark...

Rocket TruePet Upright has been ordered for you. It is currently in picking status. You will receive a shipment confirmation with the tracking number as soon as it ships. Should you have any questions please do not hesitate to contact us directly.Regards,[redacted]Euro-Pro Escalations Team[redacted] x.[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 contacted Shark Ninja customer service again as per their instructions in the response. However, they don't have any knowledge about this complaint with Revdex.com and they denied providing any resolution. Also, Shark Ninja has not delivered the accessory I purchased and made the payment. They said they have shipped it and delivered, but I didn't get any shipping notification nor they were able to provide the tracking number. As SharkNinja is not willing to offer the warranty services they promised earlier, there is no reason for me to accept the resolution.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. 
 As of 2/17/2016, I sent all documentation associated with my claims. I sent all quote, pictures, and documentation request that was requested from me and have proof of all documentation sent to the company in association with my claim. I am growing increasingly frustrated at the lack of corporation and miscommunication that I have been receiving from the company and I am exploring other options should the company continue this line of miscommunication.
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 response received does not reflect the issue that I had.  My problem is with your website only in which it stated that you would get additional items if I purchased the blender in question.  Please read my complaint.
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]

Our customer satisfaction is our highest priority. The company has resources in place (the customer service team) to address consumer needs on their behalf. This includes the technical support team you spoke with, the supervisor on site, email correspondences with members of our escalation team. We...

would like nothing more than to come to a favorable resolution for you. As a final resolution; we are willing to extend a one-time exception in which we would email you a prepaid [redacted] Ground label to cover the costs of shipping back to us. The return shipping is 16.99$ as previously discussed, which can be paid by credit card. We would kindly ask that you take into consideration the warranty outlined in your owner’s manual and know that this is  gesture of goodwill towards improving our relationship with you as a consumer. Should this product or any other [redacted]™ product requiring servicing we will adhere to the options outlined in the warranty card in the products owner’s manual.If you wish to proceed and accept this offer please advise the member of our escalations team with whom you have been communicating with via email. 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].. 
Shark sent me the replacement vacuum (UV795). Again this vacuum did not work. It is the same problem, the roller brush will not engage. This was vacuum #5. So, I have tried 5 different vacuums and they all have the same problem- the roller brush will not engage! This is obviously a defect with models that have the same design. I cannot vacuum carpet and I have not had a working vacuum since Thanksgiving when my old one broke (lasted about 15 years). I have been trying to resolve this problem for the past 7 1/2 weeks. Today, I talked with another supervisor ([redacted]) who refused to send me a refund and offered to send me another part. I have no confidence that this part will work either. As a consumer, it is unreasonable and unethical to continue sending parts or vacuums that do not work. In addition, I cannot return the vacuum to the store I bought because out of the vacuums sent none of them is the same model I purchased. How many vacuums and/or parts must I try until Shark responds responsibly? I am requesting a full refund of my money spent on this vacuum (including tax and shipping charges for the first vacuum sent). 
Regards,
[redacted]

Revdex.com:
TThey were to call 2 days ago and never did. I still have no vacuum, do I need an attorney?
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]

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. 
Hello,
Unfortunately I am continuing to experience poor customer service After verifying with fed ex the vacuum was returned to the vendor 3 days after shipment.  It has been 7 days since the return of the  vacuum however my account has not been refunded.  I would like to ask once again to please refund the amount taken from my bank account, my mortgage payment is still pending your refund.  In anticipation I would like to thank you for your assistance. 
Regards,
[redacted]

Good Day Ms. [redacted],We are very sorry to hear that you have had a negative experience as customer experience is extremely important to us here at SharkNinja.Upon further review of your file we see that your original order for the replacement floor nozzle is on back-order as we are currently...

waiting for stock to arrive. In an effort to expedite this for you one of our associates offered to upgrade you and send a new NV500 Shark Rotator Pro Lift Away Vacuum at no charge to you. As discussed, the new vacuum will arrive within 3-5 business days.We sincerely hope that this resolves the matter to your satisfaction. If you should have any questions please do not hesitate to contact me directly. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted],We are sorry to hear that you have had a negative experience with our coupon code. Please note, the coupon can only be applied to the one linked to the form in the email. Please go to [redacted] as...

this SKU is unique to this promo and isn’t accessible through our storefront.We hope that this resolves the matter for you. If you should have any questions please do not hesitate to contact us directly for immediate assistance. We can be reached at 1-[redacted] Monday-Friday, 8am-10pm EST and Saturday, 9am-6pm EST.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mrs. [redacted],Upon further review, our records indicate that the order has been cancelled because the quantity limit of 5 has been exceeded.  Please feel free to reorder with a maximum quantity of 5 per item, per customer. We sincerely apologize for any inconvenience this may have caused....

Should you have any questions or concerns please do not hesitate to contact us.Regards,SharkNinja Escalations Team[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. As requested the details that I provided during my call to the service center is as follows:Name: [redacted] [redacted]Phone: [redacted]
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]

I appreciate your reply.  I accept your response only because it is clear there is nothing that can be done to fix the situation.  I do however find it disconcerting that the automatic process that flagged me cannot be reviewed or overridden, as I still feel that I was mistakenly flagged.  I will not purchase from a retail store because if this situation cannot be fixed, it leaves me doubting the quality of customer service from Shark.  Furthermore, since I cannot place any order ever, I would be unable to obtain replacement parts directly.  Instead, I have purchased a competitor’s product to solve my vacuum needs.
Regards,
[redacted]