iRobot
Reviews and Complaints

bought my iRobot direct with them and it was still in warranty and started smoking . Called the helpline which took over 12 attempts to get through ( each time over an hour on hold ) lady said she would help and I’d either have my iRobot collected or they would just send me out a replacement . A month later and 15 emails later and still no response from them . I have gone to trading standards who are helping me and I have spoken to a researcher from a tv show who are interested in the story . So if you are interested in joining then message me and I will forward your info on to them . Strength in. Numbers as iRobot shouldn’t be allowed to treat their customers like this and get away with it !

I purchased the Braava Jet M6 and within 18 months, it stopped functioning. I get the 'Left Wheel Error' message. After trying all options provided, it still did not function. I replaced the wheel at my own expense, and it did not resolve the problem. I contacted customer care, and was told this is a common problem known to the company. I was offered a mere 15% discount on a new product. For the price of this product, the limited times that it was used, the cost of replacement parts that accomplished nothing, and the frustration in trying to resolve the problem, I am extremely dissatisfied. I will advise others online not to purchase this item and am very disappointed.

After reporting that the i7 Robot did not work in Jan2023... They have asked for me to return the robot again in 23May23. As of today 04Aug23 I am still waiting for the label to be sent. Since the waiting since the 23May23 to the 27Jul23 for the label to return the item to turn up... I began to e-mail the company daily to send the label so that the item could be return... with no reply.

On the 04Aug23 I rang the company twice to find out why the where not i) returning my e-mails and ii) Had not sent the label. Initially, Jeorge, stated that the label would be sent straight away. The second call, with Paul, was facetious to say the least. After explain the nature of the complaint twice, Paul asked me if I could outline the complaint (basically that the i7 Robot has never worked properly and that iRobot where ignoring both this issue and any attempt to contact the=m and resolve it. Each time I tries to explain complaint to Paul, he talked over me (each and every time) and then hung up.

I would strongly recommend to look for a cheaper product as this company is not fit for purpose and is definitely not the high value product they claim.

I sent a robot vacuum off to be fixed. I was told after tgr 6 weeks I they could not find an issue tgat they would send me a new one. After 6 weeks they said there was no iddue and sent it back as is. It as not worked since. But during the six weeks my warranty ran out. They can see on the app where it doesn't work and make promises to research and call back but never do. If this needs to be fixed. These are not cheap.

Jessie Berryman

I recvd my J6 on July 15th. Tried setting it up and it would not respond to the app. Called Product Services and they did a mfr reset and could not get it to work. I was told I would receive an email in 24-48 hours! Haven't heard a thing!

Called customer service and they said the call would be expedited and I would have to wait 24-48 hours on top of the 24-48 hours I still haven't heard anything.

What a joke! NO CUSTOMER Service. NO HELP

I've paid for a product I can't use and to add insult to injury, the CUSTOMER SERVICE is abysmal!

Nancy Wurster-Brown

I bought an iRobot vacuum in September of 2022. I love it! However I recently replaced the side brush in February and less than a month after I installed it the brush has disintegrated. I’m not sure if this is a way to make customers buy more frequently or not but I am dissatisfied with this. I spent money for something expecting it to last more than a month. I may have to explore other companies as this has left a bad taste in my mouth.

Email: [protected]@gmail.com

I've just sent my iRobot back to be looked at as its not mapping my floor fully, leaves rooms out. my original iRobot mapped well then it started to play up, sent back and was replaced. since then I've been sent 2 but they don't map the WHOLE house and run for more than 7 hours but still not fully mapped.

keeps having errors and stops.

its just gone back to Melbourne to be looked, the outcome the assessors said it works fine.

I'm so frustrated as I've paid over $900 for this units that doesn't do what its meant to do. as a consumer I'm NOT happy and want a refund now as I've given up.

i was told i need to pay for this service but its under warranty I'm not paying sorry. the test went for 4mins , my concern initially was that it runs and runs forever not completing the map. how can this be tested in 4minutes. i need this to go to a supervisor please. [protected]

I have photos , videos and emails for further evidence. i am so annoyed and upset with the service provided by IXL

Purchased a Roomba J7+ via amazon January 6th 2022 and had it programmed to clean daily. Last time it worked was January 3rd which is well registered in their app and, with that, marked 164 times used.

On Jan 5th I contacted customer support and informed them that it had stopped working and was told to take it for review.

Their tech support replied Feb 22nd stating that the motherboard was broken and couldn't be fixed. I contacted customer support and they stated there was nothing they could do as the equipment was over 1 year old. When I explained that I had reported this issue when the equipment was under a valid guarantee, they replied "this is a different case"

Now I can only through the machine away as iRobot does not allow the technicians to fix motherboards. This is such a waste of resources and disrespectful to the environment that it seems hard to believe that they could have such a horrible modus operandi.

Oct. 21, 2021, I purchased a combo roomba S9+ vacuum and mop with charging base. The vacuum stopped working late January or early February 2022. First it was an error message stating the bin needed emptying even though it had been emptied. I sent a message via the roomba app and received no response. I tried to do a factory reset which resulted in the vacuum not being recognized by my wifi network which is necessary for the vacuum to be used. I tried calling customer service but after an hour on hold the call was disconnected, but not by me. I don’t have all the dates of contact but have sent multiple emails to customer service from which I can get some dates. I sent an email Jun 9, 2021 and was given case number [protected], Sept. 9, assigned case number [protected]. Both had automatic responses stating I would be contacted in 1-2 days but that did not happen. On June 12, 2022 I saw an email that requested details of my purchase, photos, and other information. I sent this information in response and did not hear back. I sent a follow-up email requesting a response Sept. 16, 2022 and Sept. 26 2022 with no response yet.

Bought September 8, 2022. Worst purchase ever. Can’t believe it uses bags that are so expensive! I tried to map my house. Once it ran over 4 hours got stuck under a dining chair. Tried again just shy of 3 hours. Got stuck under back of couch. Both maps are there in history. 7 hours! Not cleaning. Maps are there but not when you click map. This is crazy. So far I am kicking myself for buying this product!

I have been trying to a response from the company since last August. My roomba was a few months old when I realized it was scratching the hardwood floors of my new home. After filing a complaint I was asked to send pictures, which I did BUT no response. I sent another and called the company with no response. I purchased this as my husband was in the begining stages of Dementia and thought it would be a help in keeping the floors clean. His issue has progressed and now I dont have time to devote to the floors. This $400 vacuum sits idle. I had only hoped there would be an adjustment I could do to the product. Any suggestions on how I can get a response from the company would be appreciated.

I purchased an roomba s9+ with the brava m6 mop in order to help me clean (I am a disabled army veteran).

Within the first month, I had to contact tech support. I have received many replacements since, and every time the robots work for a while, and then stop. I always go through all of the troubleshooting, yet the issues are never resolved. It is difficult for me because of my disabilities.

The robots are more effort than they're worth. Irobot refuses to refund. I just received my 5th replacement today, and I am already on the phone, because it will not start (1 March 2022).

Beyond frustrated. Please help me spread this. I am not disgruntled and I am not wanting anything other than my money back so I can purchase a less expensive and more effective robot vacuum solution.

The irobot site will not allow me to post a review. Keeps saying “fill in the highlighted areas” however no highlighted areas & every space filled in. So I will do it again here. I had an 805 that died. IRobot replaced it with an 899. Between the 805 & the new 899 replacement I bought the S9+ because we needed a vacuum. So when the 899 arrived we opened it to see it then placed it in the box on the shelf as a back-up to the S9+. Fast forward 13 months…had to send the S9+ in for repairs. No problem right…just use the brand new 899. Took it out plugged it in and red lights all over. Checked it out and found out they did not send a battery. Called them up and said basically “wtf.” I was told pay $89 for new battery which after tax came up to almost $100. They told me I should have looked for the battery when it came in or use the old battery. I replied you kept my old battery and I do not tear new machines apart to make sure all the parts are there when you send me a brand new warranty replacement. Bottom line was “ our bad”. Pay for new battery that we were supposed to provide but did not. Will not buy from this company ever again.

I just bought a robot for my grandparents as a Christmas gift and I'm having two issues:

1) it does not return to the base to empty when it is full, it just stops.

I've tried factory settings and custom settings, and have cleaned and wiped all sensors and brushes and wheels, etc. It finds the base to charge, but will not return to empty.

2) it will not empty into the clean base. It does not work when on base normally, when sent home, or when prompted via app.

I followed set up instructions, its level, all sensors are clean, and there are no obstructions. It's the first time using it, so no clogs. It sits level with good contact, and I've followed all of the troubleshooting prompts on the app, website, and online from others. None of the iRobot troubleshooting has helped. I spoke with a representative and they suggested a mechanical defect with the clean base.

I've unplugged and reset the clean base and manually hard reset the roomba itself. Each time, the clean base shows a solid white light and the roomba shows a red light and a tone when asked to empty. I hear NO sound or indication that the clean base is vacuuming when this happens.

The roomba was purchased about a week ago and opened/set up on December 26th by me (granddaughter). They LOVE it and kinda need it and really want to keep it, but there are no repairs shops in their small town and they cannot travel well and have no technological savvy. The best solution would be:

a) iRobot gets in touch with a local dealer or shop and arranges for my grandparents to drop off the unit that does not work, and is basically unused (2 days in the house), and pick up a new one (which we can assume will function). This is fast, easy, no fuss, and something they can handle if I need to leave before this is resolved.

b) iRobot sends a shipping label and packing materials to my grandparents and my grandparents pack in and deliver it to the nearest shop. The shop sends it out and you guys ship in a new one. This is by far the least preferable because it guarantees I won't be here to help set up when the new one comes.

On 11/3/21 I purchased an i694 iRobot on sale for $174.99 plus tax on iRobot.com. After ordering, received email reporting this unit was back-ordered. On 11/9/21, I called iRobot Customer Service at [protected] and asked if this unit would arrived before Christmas. I was told "yes". I then asked if I could purchase another at the same price, $174.99 as unit now showed on their website for $274.99. After a brief hold, the representative came told me "yes" they would honor the sale price. I asked what would be the best way to go forward, and she replied, purchase the unit at the higher price $274.99 plus tax, give her my order number, she would create a case and we should be contacted within 48 hrs. We never heard from iRobot, so on 11/16/21 I called Customer Service again, was assured we would be notified as he "escalated the issue - and supplied a new case #).
No word from iRobot, so on 11/23/21 I called Customer Service again, and after a brief hold, was told my case was "denied". I requested to speak with a manager, supervisor, but per the representative, she can not, but she can "re-escalate the issue". Unbelievable! They told me to purchase with the understanding on getting the same product for the sale price $174.99, but then denied two weeks later. This same product is now on sale again through Dec 4, 2021 at $174.99, but they still would not give me that price. I just never came across a company that would do this. Unbelievable!
This was to be our third iRobot, as we bought one for us at Christmas last year for $600. We will never purchase another iRobot as long as I live.
Both units are now enroute to our home, first i694 arrives 11/24/21 and the same product but $100 more has an ETA of Monday, 11/29/21.

My robot stopped functioning. First I wrote to customer service. Twice. Got no response. I wrote twice because to get technical assistance over the telephone required a 30 minute wait time.

Getting no response to my email inquiry, I decided to just wait out the time for a telephone tech. My first recording said I had less than a 25 minute wait. After 15 minutes, the recording told me I had a more than 30 minute wait. I literally just left the phone on, went about my business until @ 50 minutes later I got a live person.

She was difficult to understand, was obviously a non-US based call center. She was able to immediately identify me, the name I had given the robot and she determined that there was an error in the base unit of the machine. She told me that, because the unit was no longer under warranty she could not repair it, EVEN THOUGH SHE WAS CAPABLE OF DOING SO.

I've purchased at least 4 Roombas in my lifetime. I just bought another robot to replace the one that they could have repaired but wouldn't - and it wasn't an i-robot product. Never again.

Irobot is not honoring the 1 year warranty on my roomba s7 that I purchased online from the company's website. The machine stopped working in August 2021, 8 months after purchase. I have tried to call customer service repeatedly and waited literally hours on hold. On my most recent call, I was number 48 in line. I have also emailed customer service with all of the information required (serial number, date of purchase, description of problem). Customer service responded with a standard email, asking for the information I had provided in my first email. They also suggested that I call the same customer service line that I had tried earlier. I emailed customer service again, attached the earlier email string, again explained my problem and again provided my purchase information. No response. The bottom line: Irobot avoids honoring warranty claims by making it impossible to reach customer service.

Their absurd repair cost for changing a battery and a circuit board card for my two (2) irobot roomba equals the price of buying two brand new roomba robots, Just wish that the main office would understand that franchising repair shops without overlooking what they are doing with your customers, will just cause a faithful customer (owner of 2 roombas and one scubba robot) to look elseware when purchasing replacements, such as other robots (black&decker, Ilife). I filled two complaints with name, robot number and id, and if requested, i could mail the repair budget a got from your franchised repair chop in Panama.