SharkNinja

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]. . 
A brand new replacement Shark arrived today, so thank them for me!!!!!!!!!!!!!!!!!!!!!!!!!!!
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].  
If you look back further in your records, our first communication was in September 2017, whether it was under the name of [redacted] or [redacted]. At that time a replacement filter was to be sent to me, but it was on back order until 11/9.  I was told nothing further could be done for me until it was received.  This was not shipped out until many weeks after that projected date & only after I once again, had to call & request the piece. After multiple calls,  I was told that a new unit would be shipped out & I could return the broken on in the same carton. It was explained that policy was no longer in place, but an exception could be made as I had so many delays and problems and not had the use of my vacuum for several months. This was only after multiple attempts on my part to have it repaired! Unfortunately, I did not realize I would receive such poor service or I would have kept recordings of the conversations & copies of the emails.I have owned a shark product in the past & had very good service. I am the one that suggested to my fiancee' that we buy the newest model. I am appalled at the lack of service and responses from your current customer support team. Also, that I had to request to speak to a manager on three separate occasions & no one was ever available. I did receive a call back on only one of those requests. I suggest a copy of this goes to [redacted], CEO Of SharkNinja, but I know it will not transpire. [redacted]I received the new unit today, but I will NEVER suggest your product to another person.  The headaches, aggravation & time spent on this is definitely not worth it!!
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].  
 
Regards,
[redacted]

Mr. [redacted],We are sorry to hear that you are dissatisfied with your experience with [redacted]. When a product is in need of servicing it is important to call us and arrange for the return so that we are aware the unit is coming in and that appropriate documents are included in the box. Our records show...

that the [redacted] then [redacted] came in without our knowledge and without the check in the box for return freight ($19.95). Please see the warranty conditions in your owners manual for further detail. A member of our escalation team had tried to reach you by phone on several occasions in an attempt to resolve this. In an effort to expedite this for you we can make a one time exception and send you the replacements and cover your return freight. Please note that unfortunately the [redacted] is not in stock. In these cases Euro-Pro reserves the right to exchange the model for one of equal or greater value. We will ship you the [redacted] & [redacted] as compensation for the [redacted]. The order has been placed at no charge and will ship via [redacted] ground to the address on file. Please allow 5-10 business days. Should you have any questions or concerns related to this please do not hesitate to contact me directly.Regards,[redacted]Euro-Pro Escalations Team###-###-####.

Good Day Mr. [redacted],We are very sorry to hear that you are dissatisfied with your Shark ION Flex purchase as customer experience is our highest priority.We will have a member of our escalation team reach out to you by phone today to review available options for resolve. Should you decide to refuse...

our offer and return the order for a refund we will require additional information from the product, such as the serial numbers. If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team  purchase as customer experience is our highest priority.We will have a member of our escalation team reach out to you by phone today to review all available options under your warranty. If there is a phone number that you can best be reached at during business hours, please let us know.Otherwise,If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST or Saturday-Sunday, 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]. Please add your rejection comments below. 
[First of all we have only spoken with your customer service agents. We have never spoken with any supervisor. We have been through this before with the first Shark vacuum, and you replaced it with this one. I am not going to pay to return this vacuum to be fixed, which we were told by your customer service troubleshooting dept. that the problem was the motor and it could not be fixed. Let me add I will not may anymore money to your company. I was told it could not be fixed, so it should be replaced with a NEW vacuum. We have contacted your company five times.....I am through with Shark. We paid the first time $49.95, and they sent us this one, which has the same problem the first one had. I think you send out refurbished vacuums. So, I want a brand NEW vacuum, or my money back. In closing if you send us a NEW vacuum, we will put this one in the box and send it back to you. I will not pay for a box and shipping. Again I want to add we have never spoken to a supervisor from your company.   ]
Regards,
[redacted]

Good Day Ms. [redacted], We are sorry to hear that you remain dissatisfied with your experience. Should you need additional information regarding your warranty please visit our website. https://www.ninjakitchen.com/1yearVIPWarranty/. Best 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 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]. Companies like this one should put consumers first, instead of trying to make money off of defective products. 
When a company manufactures and sells a product that has an unlimited number of parts that could fail, every part that could potentially break should be a "replaceable part." Especially when those parts are on the outside of the unit, and can easily be accessible to the consumer should they need to be replaced after breaking/failing. The particular piece on my unit which broke off, and has caused my sweeper to be unusable unless I push it across the floor with my hands, should never have broken, unless it was made with cheap materials. As a fairly important part for the operation of the sweeper, this part should be replaceable.While I appreciate the company sending me the warranty information, which my sweeper is not covered by, I find it disgusting that they would expect payment to cover their shipping cost for parts covered under the warranty! I have purchased Shark products in the past, which have also had parts break off, and this is the last time I will ever spend my hard-earned money on any of their products again. I prefer to do business with honorable companies who care about their customers, and their product's performance.
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. 
This is Not how ANY vacuum has acted while using and this is NOT a pleasant experience.  There should be no shock when using the vacuum.  You all should insulate/ground the handle. 
Regards,
[redacted]

Good Day [redacted],We are sorry to hear that you have had a negative experience as customer experience is extremely important to us at SharkNinja. Our records indicate that you had accepted our offer to purchase a brand new Steam Pocket Mop on 08/30/2014 at a discounted rate, under our Express...

Replacement program. Our express replacements are final sale and come with a 90 day warranty because they are offered at discounted rates. Otherwise, the product comes with a One (1) year warranty term. Please follow the link below for more detailed information about the warranty term for this product. You would have also received this owner's guide in the box with the Shark Steam mop which includes a page dedicated to your warranty term. http://www.sharkclean.com/include/pdf/manual-S3501.pdf If you should have any questions or require further assistance with your Shark Steam Mop 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]. 
I am rejecting the offer from Shark because I have already called the phone number that is included in the email several times over the past few months and they did nothing about fixing, replacing or refusing my vacuum. There customer service was absolutely awful and I am still right back where I started.
Regards,
[redacted]

Good day Ms. [redacted],We are sorry to hear that you are dissatisfied with our options for resolve. SharkNinja has gone above and beyond in working with you via phone and on social media in an effort to resolve the matter to your satisfaction. Our offers will remain on the table should you change your mind. Please contact us at 1-[redacted] Monday-Friday, 9am-5pm EST. Best Regards,[redacted] on behalf ofSharkNinja escalations team

Mr. [redacted],We are sorry to hear that you have had this experience with your Shark order. Please understand that this is an automated feature for our mutual protection. If the order was flagged and canceled, we must insist you move forward with your purchase via a retailer. We are unable to make...

exceptions and over ride this process. We do apologize for any inconvience this may have caused you.Regards,[redacted]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]
Let's be honest here - it's not that you "cannot" refund the amount I paid, it's that you choose not to.  I paid your company directly, I neither chose [redacted] nor paid them.  The fact that [redacted] completely dropped the ball is yours to handle, and I'm convinced that if I had not called to check the status of my replacement parts they'd probably still be sitting around today, still not shipped. It's obvious your company doesn't have any checks & balances in place to include order completions that involve shipping validations. the bottom line here is that I'm your customer (or soon to be former), and it's poor customer service to to have a customer pay for something for which you (and your contracted 3rd party) completely fell short on. At this point I'd accept a partial refund equal to half the amount I paid for shipping. There isn't any other resolution I'd accept.
Regards,
[redacted]

Mr. & Mrs. [redacted],We are sorry to hear that you were unable to catch the order in time to cancel it. Once an order has moved to "warehouse picking" the order can not be edited or canceled. The [redacted] tracking indicates that the order should arrive by 12/12/2015. Please refuse the order so that...

that it is returned to us. Once received we will process the refund in full to your credit card. We sincerely apologize for any inconvenience this may have caused.Should you have any questions please do not hesitate to contact us directly. Regards,SharkNinja 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]. Please add your rejection comments below. 
The cost of mailing this very heavy steam piece out weights having it repaired. Offering to sell me another unit at 86.00 is beyond foolish as your products essentially have no warranty and I no longer have any faith in your products. Your customer service tech told me to remove the stream head to insert a paper clip into some hole and I still have the burn from the heating element on my arm, never mind about 15 little screws that probably are not in the right holes anymore. The fact that your company no longer makes the steam and vac leads to me believe you were very aware of the issues with this model. The very least your company could do is send me a lesser value steam mop as I have invested in both the steam and vac and a [redacted] professional vacuum. I have obviously put my money and faith in the wrong company. I am very disappointed.
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 unit was retuned to the approved retailer that currently as per the instructions given by your customer service department to me over the phone. So I did just that, and they are trying to avoid responsibility. They  can tract it with [redacted], if they cant track a return thru a retailer they are contracted with. I would suggest they stop selling thru that store. I am no satisfied with there response. Details for the item(s) being credited: Order #: [redacted] Date initiated: 03/11/16 Return to: Prop [redacted]0177 Estimated refund: $377.99
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]

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 started a new thread of email saying to call them, they are unable to make outgoing calls. All I want is a inoice through [redacted] and the company to fix the [redacted] link or stop advertising of it]
Regards,
[redacted]