SharkNinja

Ms. [redacted],We are sorry to hear that you have this experience with your SharkNinja order and refund. As discussed by phone today, we have processed the refund to your [redacted] account today in the amount of $471.30. We sincerely apologize for the delay and any inconvenience this may have caused...

you.Should you require additional assistance please do not hesitate to contact me directly. Regards,SharkNinja Escalations Team[redacted]

Good Day Ms. [redacted],We sincerely apologize for the delay in receiving your replacement Ninja Coffee Bar as customer experience is our highest priority.As previously discussed, this was a unique situation as we were in the middle of our year end inventory count. All shipping was at a stand still and...

did not resume until 01/08/2018. Our records indicate that your order shipped out in priority sequence on 01/12/2018. Your [redacted] tracking number is [redacted]. According to the [redacted] website, your order should arrive by end of day on 01/18/2018.We apologize for any inconvenience this may have caused you and hope that you will enjoy your new Ninja Coffee Bar. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mr. [redacted],We are sorry to hear that you have had this experience with your Shark Vacuum. Under normal circumstances we would attempt to troubleshoot the issue over the phone and if that does not work we would ask you to send the unit in for repair under your warranty (if applicable) or if it is...

determined that a replacement part would correct the issue then you would be asked to purchase the part. Replacement parts are not covered under your warranty agreement. Please review the warranty in your owner's manual for future reference. In an effort to resolve this we are willing to make a one time exception and offer to send you the part at no cost. Please allow 3-5 business days to received it via [redacted] ground.Should you have any questions or concerns please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team[redacted]

Good Day Ms. [redacted],We are sorry to hear that you are dissatisfied with your experience as customer experience is our highest priority.Upon further review of your file we see that you spoke with a customer care representative several times over several days in an effort to resolve the matter. We...

show contact was made on 2/3, 2/7, 2/16 & 2/21. We had offered a replacement Shark Duo Clean Powered Lift-Away in exchange for return of your original product. We even offered to pay the return shipping and provided a pre-paid return label via email on 2/3/18.As soon as we had confirmation your original product was scanned at [redacted] for return, the system would release your replacement and that we asked you to allow 3-5 business days to receive the product from that point.The tracking on your replacement is [redacted]. [redacted] shows the item is in transit to you and should arrive by end of day on 2/27/18. 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].  
Issue has not been resolved. The company has asked for the order number associated with this complaint, please provide to them Order #:[redacted]-00. The email address associated with the order is [redacted]. Phone is either [redacted] or [redacted].If they need additional information, they can call me at [redacted]. 
Regards,
[redacted]

Ms. [redacted],We are sorry to hear that you have had this experience with your Shark vacuum. Our records show that the part shipped via [redacted] ground on 05/01/2015. The tracking number is [redacted]05. This part was delivered on 05/12/2015. We sincerely apologize for the delay and any...

inconvenience this may have caused you. If for any reason you have not received the part please contact us directly for immediate assistance.Regards,Euro-pro 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]

Mr. [redacted],We are sorry to hear that you were dissatisfied with your free Shark Steam Mop. Upon review of your file we see that you have already made arrangements to return the order to us for a refund. Please note that the shipping charge is a third party fee and therefore is not refundable. In...

an effort to resolve this matter for you are are willing to make a one time exception and offer to refund your original shipping charge of $45.90. We sincerely hope that this resolves your concerns. If you should require additional assistance please do not hesitate to contact us directly.Regards,SharkNinja Escalations Team[redacted]

We sincerely apologize for the delay in our return call. As discussed, I have authorized the refund to your credit card in the amount of $7.00 to reflect the different price point of the pet power brush sent to you. I have also placed a no charge order for a replacement pet power brush to replace your defective brush. We sincerely hope that we have been able to resolve the matter for you.Should you have any questions please do not hesitate to reach out to me by email for immediate assistance.

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 have rejected the business response, for several reasons.   Firstly, I have explained many times to various SharkNinja Customer Service Agents that I needed to know last week whether they were going to expedite shipment of brand-new replacement parts for the Nutri Ninja Bowl Duo with Auto IQ Boost (model [redacted]).  It was a simple question that they seemingly were either unable or unwilling to answer. As you can see from my complaint, this has been dragging on since the 7th Feb. without any action ...... until now.  I made it clear last week that if I didn’t receive a prompt response from SharkNinja, I would have no option but to make a 3 hour round-trip to the nearest [redacted] store – which I did, at great inconvenience.  [redacted] has excellent customer service, but it is not their responsibility to correct a situation caused directly by SharkNinja’s failure to promptly and effectively handle defective products.   Therefore, I do not have the original defective parts to return to SharkNinja.  Even if I did, I certainly would not be going out of my way to find a drop-off location to return something that is clearly defective and used lightly for only 4 weeks, yet you won’t even insure for return shipping.  That is not my responsibility!Since replacement parts are no longer an option, I am now requesting compensation to cover a road trip of approximately 160 miles/3 hours that should not have been necessary to undertake.  I am also requesting - again - an apology from a manager for the condescending, snarky attitude I received over the phone from your Customer Service Agent ([redacted]).Please do not contact me by phone again - all contact should be made through the Revdex.com complaint.Thank you for re-sending the link to the Business Response, so that I could add my reasons for rejecting their response. I see that the complaint details are now indicating that the business has issued two responses, whereas they have only issued one response regarding a resolution. They did not act quickly in response to numerous requests made to SharkNinja last week for expedited shipping of the replacement parts. I had already informed them that I would have to make an unplanned trip to the nearest [redacted] store to return this defective item. SharkNinja contacted me by phone message this morning, even though they are supposed to make their response via the Revdex.com website. They expected me to provide both a shipping box, packing materials & insurance to return defective parts to them - which would be unacceptable even if I still had the defective parts. They even expected me to find the nearest [redacted] drop location, rather than arrange for pick up of return from my home. I have yet to receive the written apology I requested for the attitude of the CSR. Since I have had to make a 3 hour round trip of approx. 160 miles to address this matter directly with [redacted], I am now requesting compensation.   
Regards,
[redacted]

Good Day Ms. [redacted],We are very 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 we are currently awaiting arrival of our replacement stock. We sincerely apologize for the delay...

and for any inconvenience this may have caused you. In an effort to resolve this matter for you we have placed an order for a replacement Shark Rotator Powered Lift-Away TruePet vacuum at no additional cost to you. We will ask that you allow 3-5 business days to receive your new vacuum. The order for the replacement parts has been canceled. We hope that this resolves the matter to your satisfaction. Should you have any concerns, please do not hesitate to contact us directly for immediate 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 not satisfy or resolve my issues and/or concerns in reference to complaint # 11975039.. 
To Whom This May Concern,This is in regards to complaint number [redacted]I have been trying to purchase a replacement part for my Shark vacuum.The complaint has been that I have tried 2 different debit cards from 2 different banks and my [redacted] account all of which they show as acceptable forms of payment. They all get turned down. I have plenty of money available to cover the purchase it is only $11.78. I went one step further and had a friend try and use their [redacted] credit card and receive the same message that the card cannot be processed, I contacted you people and filed a complaint and received a message back from someone named [redacted] that I should contact their customer service line that customer satisfaction was there utmost highest priority.  Taking that into consideration I did just that.When I called the first time I was connected to someone who never even said hello and I was able to listen in on what was going on in the office for about 5 minutes. When I said hello and tried to get a reply I got nothing. I called back and spoke to a young lady who tried to process the sale and when I gave her the card information from both banks I was told that it could not be processed, I asked to speak to a supervisor and was advised that they could not come to the phone. I would be put into a tracker and get a call back. I explained that this was unacceptable as I have been trying for over a week to purchase this item. That didn't do anything to change their mind.  I don't know if this company is in the practice of collecting credit card numbers or what they are up to because there is never any mention of them disposing the information. Further more this [redacted] claimed not to be able to find my order but the girl I spoke to on the phone knew I had been trying to buy something online and had my email address.  I am attaching a screen shot of the error message I get whenever I have tried to purchase the product. No one from there company has ever even asked what type of problem I am having. Consequently I am going to buy the piece on [redacted] at about 4 times the price but I know my card and or [redacted] work there and feel that since Shark contacted me by email about this sale they should turn around and reimburse me the difference in price. By contacting me they did advertise the sale.Thank you for your time
Regards,
[redacted]

Good Day Ms. [redacted],We are sorry to hear that you have had this experience as customer experience is extremely important to us here at SharkNinja.In an effort to resolve the matter for you and due to the description of the issue with your Ninja we have made arrangements to send you a [redacted]...

prepaid return label via email. You should receive the label via email within the hour. Please place your Ninja Ultimate Compact Drink System in a box, print your label and tape it to the outside of the box. Once complete, please drop the package off at your local [redacted]. In the meantime, we have issued a brand new replacement Ninja Ultimate Compact Drink System at no charge to you. We ask that you allow 3-5 business days.We 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 Team1-[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]. . 
My bank is sending me the last bank statement showing this deduction because May is as far back as my computer will go on my bank statements. Shark has received 5 payments, that is why they are asking for 2 more payments! When I ordered this vacuum I told the lady their website states 5 payments, not 7, so she told me she would take 5 payments since that is what their website showed and they canceled my warranty saying I owe 2 more payment. Why would I pay the an additional $100 for  a broken machine they will not warrant? Then they want me to pay shipping there and back totaling $140 for shipping, this is more than half of the cost of the vacuum! This company has complaints all over the internet for them doing the same thing to other customers. This is a very crooked and corrupt company
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]

I have accepted the business offer and has forwarded proof of purchase as requested but, haven't received any correspondence fro. [redacted] and or Shark.  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.]
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. 
 So I have been told many times by this company to contact my local retail store to purchase this product. First of all the nearestretail store to me that sells Shark is a 45 minute drive one way. Secondly they do not sell this package in any of the five stores I was told to contact so therefore it is not possible for me to go buy this at a local retail store. Also no where in your credit card policy does it accurately reflect the problem that I'm facing. I am very displeased with the customer service I've received from a company I would have very much liked to purchase a product from. Please feel free to pass my complaint and requested resolution on to whomever is above you and can resolve this issue.
Regards,
[redacted]

Revdex.com:The business has not attempted to make contact about repair, replace, refund of their product.
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]

Mr. [redacted],We are sorry to hear that you are dissatisfied with our order process as consumer experience is extremely important to us. Due to preventative measures in place, your orders cannot be completed. We must refer you to a retail store for purchase. We apologize for any inconvenience this may...

cause you and appreciate your understanding.Should you have any questions please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team

We are offering you a discount on your order for any inconvenience this may cause. You can take advantage of this offer by returning the call to [redacted]. Please provide reference number [redacted]. Your file has been documented to reflect this offer. Should you have any questions regarding the discount please do not hesitate to contact us directly. Regards,SharkNinja Escalations Team