SharkNinja

Mr***-***, We are sorry to hear that you have had a negative experience with your *** product and servicesIdeally, we would like to arrange to have the vacuum returned to us for repair or replacement under your warranty to address any issues related to
the rotating brushI have attached the warranty agreement for your recordsThis is located in the owner's manualShipping is not covered under your warrantyUpon review of your file I see that you had opted not to return the vacuum for repairIn an effort to resolve we went above and beyond and offered to send you the motorized floor nozzle at no charge to youUnfortunately, this part is now on back orderIf you should chose not to wait for this part to ship please let us know and we would be happy to arrange a return of your vacuum for repairShould you have any further questions or concerns please do not hesitate to contact me directly.Regards,*** ***Euro-Pro Escalations Team###-###-####

Ms.***,
We are sorry to hear about your experience with your Shark Rotator vacuumOur records indicate that when troubleshooting over the phone was unsuccessful we had first sent you a replacement floor nozzle at no charge in hopes that this would resolve the issue for youUnfortunately, it
did not so we had offered a replacement vacuum as part of your V.I.P service optionI have attached the terms for your V.I.P portion of your warranty agreementOnce a replacement is sent at no charge we will not send another for a year term from that ship date(This year term is specific to a replacement at no charge) This V.I.P service is in addition to your standard year warranty listed in your owner's manualI have also attached those terms for your recordsIf you have any questions about your warranties or service options please do not hesitate to contact me directly
Regards,
*** ***
Euro-Pro Escalations Team
***X.***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Good Day Ms***,We are sorry to hear that you have had a negative experience as customer experience is important to us here at SharkNinja.Our records indicate that a customer care representative has been speaking with you to resolve the issuePlease call 1-*** and reference customer
number *** at your earliest convenienceWe will assist you in this matter. Regards,*** on behalf ofSharkNinEscalations Team

Ms***,We sincerely apologize for any inconvince this has caused youThe order is sitting in priority sequence and is expected to ship on or around 05/06/If this should change, you will receive an email update at ***Please review the attached document as confirmation.Should you require additional information please do not hesitate to contact us

Mr***,We are sorry to hear that you have had this experience with your Shark Cordless Hand VacuumIn the event we can not resolve the matter over the phone by troubleshooting the issue or by sending replacement parts (no charge to you) we would require you to return the product to us for
repair or replacement under your warrantyThe repair or replacement is done at no charge to youAll we ask is for you to cover the shipping both waysI have attached a copy of your warranty terms for your reviewThis was included in the box with the product and is located in your owners guideThat being said, in an effort to resolve the matter for you we can make an exception and offer to return the product to you at no charge.Please contact us directly at *** to arrange for return of your Shark Cordless Hand Vacuum for repair. Regards,SharkNinEscalations 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 # ***Please add your rejection comments below. I was neither told by representative on the phone and after reviewing email from you there is nothing in writing that states I am no allowed to return the product for a full refund because I was able to purchase the product at a discounted ratePlease provide documentation that shows you actually informed me of this policy If you can not than I expect to be treated with the same return policy that your other clients receiveRegards,
*** ***

Good Day Mr***,We are sorry to hear that you have had this experience with your Shark vacuum, as customer experience is our highest priority.We, at SharkNinare proud to offer our consumers best in class warranties on their SharkNinproductsYour Shark vacuum, purchased oat *** on or
around March, includes a year limited warrantyWe have attached a copy of the warranty for your recordsPlease review page for detailed information regarding the warranty terms(attached) Please note that wearable parts are not covered under the limited warranty.If you should have any questions or concerns regarding your warranty terms, please do not hesitate to let us know Best Regards,*** on behalf ofSharkNinEscalations Team

Mrs***,The Express Replacement Program offers a SharkNinja-unique advantageIn the event that troubleshooting has failed and you do not want to ship your unit in for a repaired unit under your warranty agreement, you were presented with the option to purchase a BRAND NEW unit at a discounted
priceYou were not required to send back the old oneOur records show that you had accepted a brand new S(Upgrade) at the discounted price of $plus tax and shipping for a grand total of $This is a small percentage of the retail priceThe Express Replacement units are FINAL sale, since it is offered at such a discounted rate.Should you have any questions regarding the express replacement program please do not hesitate to contact us.Regards,SharkNinEscalations Team ***

Ms***,We are sorry to hear that you are dissatisfied with the timeline of your claimPlease note that we hadn't received all documentation until 02/17/As indicated in the claim review request form "your claim request will be carefully reviewed so as to provide you with our decision
within “45” business days of receiving all the required information." Your claim is currently pending a decisionOur claims department will be in contact within the next two weeks with our decision.Should you wish to speak with someone directly please contact us at ***. Regards,SharkNinEscalations Team

Good Day Mr***,We are sorry to hear that you have had a negative experience as customer experience is our highest priority.Our records indicate that a credit was applied to your credit card ending in *** on 10/10/2017, in the amount of $Please allow 3-business days for that amount to
reflect on your credit cardWe left you a detailed voice mail message today to review these details with you directly.If you should have any questions or concerns regarding your credit, please do not hesitate to contact us directlyWe can be reached at 1-***, Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,*** on behalf ofSharkNinEscalations 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 # ***.
The reply from Ninis not a true statement. My mother called customer service twiceThe repsaid that the consumers did not know how to operate the machine and that is why there are so many bad reviews with the SAME issue; not brewing after about a month of ownership I find this insulting and why would I want a new machine at my expense when it will happen again? There really should be a class action suit against this company as they are stealing from most purchasers of this faulty productI want a new machine that will work NOT at my expense or I want a refundI also want my review to stay on Revdex.com as the public needs to be aware of this scam.....and it is a scam
Regards,
*** ***

Mr***,We understand your concern and appreciate you taking the time to provide your feedbackWe have received confirmation that a new replacement should ship out on MondayOnly once the order ships will your credit card be charged the shipping feePlease allow 3-business days to receive your new product.We appreciate your patience and hope that you enjoy your new Shark vacuum! Regards,SharkNinEscalations Team

Good Day MsMore,We are sorry to hear that the replacement floor nozzle did not resolve the matter for youWe will reach out to you by phone to review additional options for resolveWe hope to resolve this matter to your satisfaction. Regards,*** on behalf ofSharkNinEscalations Team

Mrs***,We are very sorry to hear that you are dissatisfied with your NinCoffee BarWe would certainly appreciate the opportunity to assist you with this matterWe will ask that you please contact our customer care line directly at your earliest convenience so that we may obtain more
information and document the issue you are experiencingPlease contact us at ###-###-#### Monday-Friday, 8am-10pm EST & Saturday-Sunday, 9am-6pm EST.We appreciate your time in the matter and look forward to working with you. Best Regards,*** on behalf ofSharkNinEscalations 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 # ***Please add your rejection comments below.
The response (still have all the e mails both from and to this business) was not forthrightI was told by customer service the new replacement product would be shipped via *** ** which delivers to my home I specifically stated that if the shipment was OTHER THAN via *** or *** ** The Package needed to be sent to my P.Obox The blatant fabrication that *** ** returned the package It was never sent *** ** I just received four packages recently! Last e mail am Sunday a response to my numerous e mails repeatedly asking for update Thier customer service email now states they were sending the package to my PObox now via U S snail Mail You would expect an apology for the product delivery STILL NOT RECEIVED AFTER A MONTH*** ** DOES NOT TAKE A MONTH TO DELIVER OR RETURN ..WHY GIVE a fabrication? Just send the replacement for a new expensive product Like salt in the wound making excuses to give themselves permission to produce a lack luster product Absolutely no shame to fabricate the reason for delay Just replace the product please Finally and more important where is the tracking number for the so called shipped product!
Regards,
*** ***

Mr***,We are sorry to hear you have had a negative experience with your Shark Rotator Powered Lift Away OrderUpon review of your order details we show that you had set up your order to bill in installmentsWe had emailed the billing statement immediately after the order was placed and
then again on 06/18/The order will continue to bill to the *** card (***) used to place the order until a valid credit card is providedOur records indicate that you had called in on 06/18/to update the card and had provided a debit cardUnfortunately, we can not automate billing to a debit cardYou were advised of this and were asked to call back in prior to each payment due date in order to have the debit card billed instead of the *** cardI have attached the recent billing statement for your recordsShould you have any questions or concerns regarding your billing please do not hesitate to contact us.SharkNinEscalations Team1-800-***

Mr***,We are sorry to hear that you are dissatisfied with your warranty optionsSharkNinis proud to offer very competitive warranties to our consumersUpon further review of your file we can confirm that a *** prepaid return label was issued to you via email so that the return of the
vacuum is at no cost to youPlease keep in mind that the return label is valid for daysPlease return the vacuum in questionOnce received back we will replace the vacuumThe order is currently pending in our system waiting to shipAs soon as the original vacuum is received in house your replacement ships automatically and arrives within 3-business daysShould you require additional assistance with this please do not hesitate to contact us directly.Regards,SharkNinEscalations Team***

Good Day Ms***,We are sorry to hear that you have experienced further delaysPlease contact us directly at 1-*** Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST if you have not received your Professional Rapido Iron so that we may offer immediate assistance Best Regards,*** on behalf ofSharkNinEscalations Team

Good day Ms***,We are sorry to hear that you are dissatisfied with your experience as customer experience is our highest priority.Our records indicate that you had returned your NV750, Shark Rotator Powered Lift-Away TruePet vacuum ($249.75) for repair or replacement under your warrantyIf a
replacement is required we will do our best to replace the product with a model of equal or greater value, should your model not be availableOur records show that the UV795, Shark Rotator Powered Lift-Away TruePet we shipped is a replacement of greater value($299.99)We hope that this addresses any concerns you may have with the replacement model selected for youIf you have any questions please do not hesitate to contact us by phone at 1-*** Monday-Friday, 8am-10pm EST or Saturday, 9am-6pm EST. Regards,*** on behalf ofSharkNinEscalation Team