SharkNinja

Mr. [redacted],We are sorry to hear that you are dissatisfied with the options currently available to you. While we are sorry to hear that you are experiencing an issue with your iron, our records show that this is not the original iron you had purchased. Our records indicate that you had purchased your GI468 Shark Iron in the year 2010 and your GI435 Shark Iron in the year 2012. Your initial call to Shark was on 02/03/2014. At that point you had already exceeded your warranty term of 1 year. The warranty term begins with the original date of purchase and expires one (1) calendar year from that date. I have attached the warranty information for your records. That being said, in an effort to resolve the matter for you we had made an exception on 02/05/2014 and replaced the GI435 Iron at no cost to you. Then again on 05/20/2015 we decided to make one final exception and offered to replace the GI435 Iron for 1$ under our "Make it Right" program. Often times the strain on the electrical cord is associated with the use and storage of the cord and can happen over time if the consumer does not take proper precautions.I am sure you can agree, we have done our best to satisfy each request for a replacement at no charge in the past despite being out of warranty. Unfortunately, we can not continue to replace the iron for you at no charge. Going forward you will be asked to return the iron to us for repair or replacement outside of your warranty which would be an out of pocket expense.Should you have any questions or wish to move forward with the repair please contact us directly for immediate assistance.Regards,SharkNinja Escalations Team[redacted]

Good Day Ms. [redacted],Please confirm that on 04/14/2017 you received the detailed cleaning instructions. The clean light means that calcium build up inside the machine may effect the taste of your coffee and therefore it is time to run a clean cycle. Please follow the instructions provided as this will certainly resolve the matter for you.If this does not resolve the matter for you we will ask that you contact SharkNinja directly to let us know. We are happy to offer additional assistance. Our customer care department can be reached by phone at 1[redacted]from Monday-Friday, 8am-10pm EST and on Saturday and Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted], We are sorry to hear that you have had this experience with your Ninja Coffee Bar as customer experience is our highest priority. Our records indicate that since this complaint posted (08/25/2017) a member of our escalation team was able to make contact and suggest an option for...

resolve. If we can be of further assistance, please do not hesitate to contact us directly. We can be reached at 1-###-###-####, Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mrs. [redacted],Unfortunately, I do not have any record of your call. Should you have any questions and would like to contact me directly, please reference cr [redacted].Again, our records indicate that you had placed the order for your Shark Pro Steam and Spray Mop on 08/15/2014 but called in on 12/04/2014 to inquire about an exchange and advise us you were dissatisfied with your purchase. This far exceeds the 60 day trial period. "Any purchase made directly from Euro-Pro, online or through our call centers, may be returned within 60 days of receipt for a full refund of the purchase price (less shipping and handling and restocking fees). Euro-Pro will refund the purchase price, but not provide a product exchange. If you are not completely satisfied with your purchase, you may exercise the 60 day money back guarantee."On 12/04/2014 as a good faith gesture we had offered you a 20% discount on you order, which you had accepted. At that point $40.22 was applied to the order, reducing future payments. Please review the attached document.Should you have any questions please do not hesitate to contact us directly.Regards,[redacted]Euro-Pro Escalations Team[redacted]

Good Day Ms. [redacted],We are sorry to hear that you are displeased with our response as well as our attempts to resolve this matter while honoring your warranty terms. As previously mentioned, the floor nozzle is a wearable part and is not covered under the warranty. When the product is used under normal household conditions this is unlikely to occur. This part can be purchased for $95.95 plus tax and shipping. That said, we will be reaching out to you by phone today to get additional information in an effort to better understand what you are describing is happening with the rotating brush. We may be able to make an exception here and offer the part at a discounted rate. We look forward to working together to find a suitable resolve. 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 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]

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 had to let Shark’s response “sink in”. Obviously, they know nothing about public relations or customer service. They know how to provide an answer and yet ignore the problem….. a roller that lost ALL its bristles. They disregarded the problem, which has to be due to poor quality control on their behalf. I purchased this vacuum because 4years ago I purchased a Shark Rocket ([redacted]). My Rocket is my right hand and it is used 80% more often than my vacuum and yet all the bristles are intact. I also have a 6 year old [redacted]), all bristles remain. I was about to purchase a Shark IONFLEX Duoclean 28 from [redacted]…not any more……….I was going to complain to [redacted], I decided against that. What I will be doing is check to see when Shark is demonstrating on [redacted] and I am going to call in and tell the viewing audience all about Shark, their inferior product and their refusal to help. When I am done I will contact [redacted]. Next I will go to social media, [redacted] and if you have a [redacted] page…..your [redacted] page. You will be losing a hell of a lot more than me. Make me happy….I have no carpets, wood floors, 3 pit bulls and 10 cats (all rescues 8 cats are mine 2 are fosters) so make me happy, explain to me  how the bristles disintegrated!!!!
Regards,
[redacted]

Good Day Ms. [redacted],We are sorry to hear that you have had a negative experience with your purchase as customer experience is extremely important to us here at SharkNinja.As discussed today, because both orders were returned to us we will request that your file be removed from collections. Once we...

have the updated credit card information we will process the refund in the amount of $35.85. We will ask that you allow 3-5 business days for the amount to reflect on your credit card statement. We sincerely apologize for any inconvenience this may have caused you. If you should have additional questions or concerns please do not hesitate to contact me directly. [redacted] on behalf ofSharkNinja 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]. 
[Shark customer service - I suggest you take the customer service training "Customer Service "The Disney Way"" This will show you that you need to use your best judgement when it comes to customer service, as policies are not always black and white. I am extremely upset with the poor service and though I am one customer, I will never purchase your products again. This is also coming from someone who has always purchased Shark and Ninja products.]
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. 
If you look at that user manual and warranty information you will notice that it does not state that the vacuum is a Shark PROFESSIONAL Rotator which is what I purchased. The name of the product is very misleading to a consumer that is looking for a professional vacuum if that is not what it is intended for. I also did not get that specific warranty information when I purchased the product. This PDF that is attached is something that I have just been sent and had no knowledge of beforehand. Shark should not name a product a "Professional" product if they cannot back their warranty when a consumer pays additional monies in order to have an extended period of time for coverage. I had already previously gotten a part replaced on the vacuum in May of 2017 which was only 6 months after my original purchase. If I already had to get a part within 6 months which was one of the MAIN parts of the vacuum, that tells you that these vacuums do not last very long(at least some of the parts). I had no issues getting the first part replaced and I also had spoken with a representative and told them that this vacuum was used for my cleaning business. I was shipped a new part without issues. Now all of a sudden there are several issues with this vacuum and nothing can be done by Shark to rectify the problem. I feel as though I should get some kind of refund or a replacement to make things right. I did nothing but vacuum floors with this vacuum cleaner in houses that are not new construction. I thought that was what a vacuum is supposed to be used for. I do not understand the issue! 
Regards,
[redacted]

Mr. [redacted],As discussed by phone today we have made a one time exception and will ship out your replacement HV321 Shark Rocket Deluxe Pro Upright Vacuum right away. Please allow 3-5 business days to receive it via [redacted] ground. Please note for future reference that your warranty terms are located in your owner's manual. We have issued a new pre-paid [redacted] return label via email. You should receive it within the hour. Please return your vacuum at your earliest convenience. If you should have any questions please do not hesitate to contact us directly.Regards,SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you remain dissatisfied. We have done all that we can to assist you in understanding your warranty and options for resolve. If you change your mind please do not hesitate to contact us directly for immediate resolve. We can be reached at ###-###-#### Monday-Friday, 8am-10pm EST and Saturdays, 9am-6pm EST.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mr. [redacted],
We sincerely apologize for the delay in receiving your [redacted] pre paid return label for return of your Shark Rocket order. As per our phone conversation I have arranged to send a new return label to the address confirmed by you. Please allow 3-5 business days to receive it. Once the...

order is received back we will refund your credit card for the order less shipping.
If you have any questions please do not hesitate to contact me directly.
Regards,
[redacted]
Euro-Pro Escalations Team
[redacted] X.[redacted]

Good Day Mr. [redacted],We are sorry to hear that you have had a negative experience with your order as customer experience is important to us here at SharkNinja.Our records indicate that the payment made on 05/22/2017 in the amount of $92.99 was successful. The order is now paid in full and your file...

has been removed from collections.Should you require further assistance please do not hesitate to contact us directly at 1-[redacted] and reference cr [redacted]. Regards,[redacted] on behalf ofSharkNinja Escalations Team

Good Day Ms. [redacted],Our sincerest apologies for the delay in shipping your replacement parts. This is not the experience we want you to have as customer experience is extremely important to us here at SharkNinja.In an effort to resolve this matter for you we have canceled the pending order for the...

replacement parts and have arranged to send you a complete new replacement Shark Rotator Powered Lift-Away TruePet vacuum, model NV750W. We simply ask that you allow the 3-5 business days to receive the vacuum via [redacted] ground service.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

Good day Mr. [redacted],Unfortunately, Ms. [redacted] has not reached out to us since the initial call on 2/28/18 to allow for necessary troubleshooting. For her convenience, we will reach out to her by phone today to offer additional assistance with the Ninja Coffee Bar.We look forward to working towards resolution. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms [redacted],We are sorry to hear that you are dissatisfied with our resolve. Upon further review of your file we can confirm that a complete new replacement BL480 Ninja Blender was ordered for you at no charge to you. Unfortunately, the replacement blades for your model were not available. It is for this reason that we have offered to completely replace the blender for you. I have attached the order details and tracking information for your records. The [redacted] tracking number is [redacted] and is expected to be delivered by end of day on Friday January 29th, 2016.We sincerely hope that this does resolve the matter for you. Should you require additional information please contact us directly. Regards,SharkNinja Escalations Team

Mr. [redacted],We are sorry to hear that you have had this experience with your Shark Iron. I have attached the warranty terms & use and care instructions located in your owners manual for your records. Should you be outside your warranty term you can return the iron to us for repair or...

replacement at your cost. We also have several programs in place to assist you when your warranty term runs its course. Please contact us for further details. We are here to help.Regards,SharkNinjaEscalations Team[redacted]

Good Day Ms. [redacted],We are sorry to hear that you have experienced a delay in receiving your order as customer experience is extremely important to us here at SharkNinja.Our records indicate that the parts ordered are currently on back order but that we are expecting a shipment in shortly. The...

expected ship date for your order is listed as 12/16/2016. We are doing our best to get this order to you before the holidays. We apologize for any inconvenience this may have caused you.If we can be of further assistance please feel free to reach out to us directly at [redacted]1-800-361-4639 Monday-Friday, 9:00am-5:00pm Est. Best Regards,[redacted]SharkNinja Escalations Team[redacted]

Good Day Mr. [redacted],We are sorry to hear that you have had a negative experience with your Shark.As discussed by phone today, we are doing everything that we can to send you the Under appliance wand. Unfortunately, the item is on back order. We have been coordinating with our distribution center to...

get the part out to you as quickly as we can.  Best Regards,[redacted] on behalf ofSharkNinja Escalations Team