SharkNinja

Good day Ms. [redacted],We are sorry to hear that you are having a negative experience with your Shark Ion Flex Duo Clean Vacuum as customer experience is our highest priority.We will reach out to you by phone to investigate the concerns you are having with your vacuum and offer additional...

assistance. In the event we can not resolve the matter over the phone by troubleshooting the issue we will offer a warranty option. Please note, shipping is a third party charge and is non refundable.We look forward to working with you to come to a resolve in this matter. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We sincerely apologize for the delay in reaching our claims department. We are sorry to hear that you have had this experience with your Shark vacuum. As discussed by phone today, we will arrange to have the vacuum returned to us for quality assurance testing by providing a [redacted] pre-paid...

return label via email. We have also placed the order to have a new vacuum shipped to the address you confirmed via [redacted] ground service. You should receive your replacement vacuum shortly. Should you have any further questions or concerns please do not hesitate to contact us. We appreciate your time in this matter and apologize for any inconvence this may have caused you.

Mrs. [redacted],We are very sorry to hear that you are having a negative experience with your Ninja Blender. As discussed by phone today, we will ship you a replacement lid for your 72oz pitcher. This part will be shipped to you at no charge. We have created a file for you should you need assistance in...

the future. Your customer reference number is [redacted]. We sincerely hope that this resolves the matter for you. If not, please contact us directly by phone at [redacted] for immediate assistance. Our business hours are Monday to Saturday 9:00am-6:00pm. We are closed on Sundays.We thank you for being a loyal SharkNinja customer. 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. 
[If you are rejecting the business's response please enter your rejection comments here.]
I received phone calls back however they did not leave ext.  I had to go through the customer service and explain this situation I was told I would get a call back.  I could not call back in a speak with the supervisor directly I had to start the process over.  However the first 3 times I called in no one called me back or left a message.
I purchased my vacuum in April 2014.  The button on the vacuum for the brush does not work - not the brush.  I am not sure why the whole vacuum needs to be replaced and the body cannot be sent.
When I purchased the vacuum at their 1.800  number I was told I would have the 5 year VIP warranty.  Now because the whole vacuum has to be replaced after 5 months of use even though I have had the vacuum for 7  months - 2 months not being able to use the vacuum due to the back order of the brush that I did not need and it did not work, the 5 year warranty is going away. I now have a 2 year warranty  - if anything else goes wrong I can return the vacuum at my expense get it repaired.
Because I have not had the vacuum a year - why would the warranty go away after only a few months.  Why would they need to replace the whole vacuum and not just the body that is not working.  I have only had the vacuum working for 5 months. 
?
Regards,
[redacted]

Good Day Mr. [redacted],We are sorry to hear that you have had a negative experience as customer experience is important to us here at SharkNinja.Upon further review of your file we can confirm that your replacement motorized floor nozzle shipped out on 04/06/2017. Your Tracking number is...

[redacted]. The shipment is scheduled to arrive by end of day on 04/12/2017. We apologize for any inconvenience this delay may have caused you and hope that this resolves the matter to your satisfaction. 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 # 12570122. Please add your rejection comments below.  Mark Rosenzweig proudly states on the TV commercial that there is a full warranty and they cover shipping both ways. The ads are still on TV. Buried in the manual on page 15 you say that there is a statement that counters the ad on TV. Very, very deceptive. I bought seven of the full size vacuums for myself and my children. We also have other Ninja products which we are very satisfied with and I have put positive reviews on Google and Yelp. All I need is the head for the Rocket. Not my fault it doesn't work. We take very good care of our items. Most disappointing. 
Regards,
Don [redacted]

Good Day Mr. [redacted],We are sorry to hear that you are experiencing difficulty placing an order on our website as customer experience is important to us here at SharkNinja.We have been unable to locate you in our database. Perhaps, you attempted to place the order using a different name or phone...

number? If your order was canceled it is usually a preventative measure for our mutual protection.For additional assistance regarding your order please do not hesitate to contact us directly at 1-[redacted], Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you were caught off guard by our emails. I have tried to reach you by phone to review the order details with you. I left you a detailed voice mail message with my contact details. Please find attached your order details and payment schedule for your Ninja Mega...

Kitchen System purchased by calling our infomercial on 07/21/2014 . Our records indicate that your final payment which was due on  October20th 2014 had declined ([redacted]). We had sent an email on 3 separate occasions asking that you contact us to resolve the issue. Often times it is just a matter of the credit card expiring and the consumer forgets to notify us that they were issued a new card. When we had not received a response for 30 days the file was sent to our collection group. Please contact Euro-Pro Operating LLC at [redacted] to make appropriate payment arrangements. Hours of operations are Monday through Friday from 9:00 AM to 8:00 PM ET. Should you have any questions please do not hesitate to contact me directly.Regards,[redacted]Euro-Pro Escalations Team[redacted].

Good Day Ms. [redacted],We are sorry you have experienced a delay with your replacement floor nozzle as customer experience is important to us here at SharkNinja.Our confirmed arrival date is listed as 03/03/2017. Your order is sitting in priority sequence. If for any reason your floor nozzle does...

not ship, we will cancel the order for the floor nozzle and arrange to ship you a brand new Navigator Lift Away Vacuum at no cost to you. When the floor nozzle ships and should it not resolve the issue, we will honor our offer to replace the vacuum at no cost to you.We apologize for the delay and any inconvenience this may have caused you. We sincerely hope that this will resolve the matter for you. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you have experienced a delay with your order. We are looking into the matter for you and will have the order shipped out to you as quickly as possible. We sincerely apologize for the delay and any inconvenience this may have caused you. Consumer experience is...

extremely important to us.Should you have any questions please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you have had a negative experience as customer experience is extremely important to us at SharkNinja. Upon reviewing your file we can confirm that your refund, in the amount of $33.89 has been processed to your credit card ending in 0594. The refund was processed...

on 05/26/2016 and should reflect on your credit card statement within 3-5 business days. We sincerely hope that this resolves the matter for you and would like to apologize for any inconvenience this may have caused you.Should you have any further questions or concerns regarding your refund 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[This is unacceptable. I am being bullied by a company that stood in the way of my cancellation. They refused to hear me as I stated I was not buying their product before my order was processed and after I told them I had stopped payment because they took more out of my account then stated. They did not send me the promised e-mail that it was on it's way.  I am pretty sure it is a crime to tell someone they are being charged one amount and the deduct a higher amount from their account. I was forced to close one account because of these bad business dealings. Euro-Pro is a scam. ]
Regards,
[redacted]

Mr. [redacted],We are sorry to hear that you have not received the [redacted] return labels for return of your Ninja Order. Upon review of your file I can confirm that the [redacted] return label was in fact sent to you as promised via email. A [redacted] return label has now been sent 7 times to multiple email...

addresses. Please check your spam or junk mail folder as sometimes it automatically routes there depending on your service provider. That being said, we have offered to send the [redacted] return label by land mail seeing as you were experiencing issues receiving it by email but you have refused this option.Should you change your mind and want us to mail you the [redacted] return label please contact us and we will be happy to assist. Regards,SharkNinja Escalations Team[redacted]

Good Day Ms. [redacted],We are sorry to hear you are dissatisfied with your Shark vacuum as customer experience is our highest priority.If you are not satisfied with your purchase you may be able to return the product to the purchase source. Unfortunately, because the product was not purchased through...

SharkNinja directly we are unable to offer a return to our facility.If you decide to keep the product and require additional information we would be happy to offer further 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

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]

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 company thinks that by just running a clean cycle this will eliminate the problem, it did not.  I have received the instructions and that did not resolve the issue.  No I do not accept the company's response 
Regards,
[redacted]

Ms. [redacted],We are sorry to hear that you have had this experience with your Shark Rotator Powered Lift Away order. We will investigate this matter with [redacted]. In the meantime, we have processed a refund of the order directly to your credit card in the amount of $270.36.You will also see a second...

refund transaction of $16.17 which reflects your shipping charge. Your total refunded amount is $286.53. Please allow 3-5 business days.Should you have any questions or concerns please do not hesitate to contact us directly at [redacted]. Regards,SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you are dissatisfied with your product and services as we take great pride in the warranties we offer our consumers. Your file indicates that after troubleshooting the issue with you over the phone we had offered to replace the battery and charging adapter at no...

charge as a one time gesture. The new battery has shipped as of 06/02/2015 and should arrive shortly. It is our hope that this resolves the issue for you. If this does not resolve the issue please do not hesitate to contact our escalation team for immediate assistance with sending your Shark Cordless Hand Vac in for repair under the warranty. I have attached the warranty terms for your review. The attached was pulled from your owner's manual. Within the terms you will find that Euro-Pro will offer to repair or replace the hand vacuum at no charge. That being said, shipping is not covered under the warranty.If you should have any questions or concerns related to your warranty terms or repair process, please contact us.Regards,Euro-Pro Escalations Team[redacted]

Mr. [redacted],We are sorry to hear that you have had this experience with your carpet. Our records indicate that you had contacted Shark directly regarding this issue last year on November 11th 2015. At that time we had explained our claim process and asked that you return of the vacuum in question....

At that time you had refused to return the vacuum to us and had advised that you were not willing to follow our claim process. To date, you have not followed up with our claims department directly to advise that you now wish to proceed with a claim. Review of your claim is contingent on the unit being returned to our inspection facility for a detailed failure analysis and inspection. Our claims department will provide a prepaid label for return shipment at no cost to you. A prepaid label and shipping instructions can be forwarded to you via email. As previously discussed, we also require the completed claim review request form along with photographs of the alleged damage, two estimates for repair and a valid sales receipt for the vacuum. If you have changed your mind and wish to move forward with a claim please feel free to contact us directly for additional information. Our claims department can be reached by phone at [redacted]. We will be happy to send you the claim review request form and start the claim process.  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. 
[First, I am not a Miss. I AM NOT CALLING any number to troubleshoot a broken vacuum cleaner that was $35.  DO YOU NOT UNDERSTAND WHY I SENT THIS COMPLAINT TO THE Revdex.com IN THE FIRST PLACE?  I should not have to call anything to get a new vacuum cleaner.  This complaint will not be resolved by me until a NEW VACUUM cleaner is sent to me.  I see that your response to the Revdex.com complaint is worse as the original contact with customer service. ]
Regards,
[redacted]