Review Time
Do not buy an iRobot. The product support is appalling and they will not sell you spare parts or offer a repair service. We bought an i7 and the cleaning base has developed a fault. iRobot don't care. There is literally no way of fixing a small fault, so you have to throw a £700 machine in the bin. This is the most un-enviromentaly sound policy imaginable.
Do not buy an iRobot. The product support is appalling and they will not sell you spare parts or offer a repair service. We bought an i7 and the cleaning base has developed a fault. iRobot don't care. There is literally no way of fixing a small fault, so you have to throw a £700 machine in the bin. This is the most un-enviromentaly sound policy imaginable.
Cant really rate them accurately as I was on hold for over an hour before I had to end the call. Whilst waiting I tried the online chat but the bot couldn't help and transferred me to an agent, or rather requested a transfer which after 30 mins failed.
I have had a number of robot cleaners over the years and all from irobot. It was very clear last year that their support team were overwhelmed, queries took much longer and getting through on the phone was near impossible, where it used to be easy. I just had a problem with a 705max combo dirty water tank, so I tried the new chat service, it works very well. It was fast, the BOT Rosie is not at all annoying and as soon as I asked for an agent, I was transferred. My unit it being replaced, the whole process done in a week. The new unit is already with UPS. I would have preferred to phone, but the chat works well. I had hoped a new water tank could be sent,as that would be an easy swap out, but they don't have spares. Of the 5 robots, this is the first vacuum to give an issue. The old ones are still going, but the new lidar ones are just so much better. I hope support standards gets back to where it used to be. If you need them use the chat line, have your serial number ready it's the first thing needed on the chat system,
iRobot looks great at purchase with discounts and promises, but ownership is a nightmare.Key issue not disclosed: the email used for the app must match the purchase email. If it doesn’t, customer service cannot locate your product. We learned this only after repeated failed support attempts.The robot worked once, then repeatedly reported a “full bin” when it wasn’t. App fault reports go nowhere — customer services have no access to app logs, despite what the app implies.After weeks of emails, multiple advisors, and no resolution, we were denied a refund because more than 28 days had passed — despite the product being faulty.We’ve now escalated via our credit card provider and legal routes.Avoid this brand unless you’re prepared to waste time and money.
Have had an i7 robot for nearly 5 years and it has worked well. Then the side brush stopped, so I contacted customer service about 2 weeks ago. Since then I've had various requests for information, have been told the request would be dropped due to me not replying, not true! I still have had nothing regarding how to fix the problem. I ended up researching the problem on line, buying a spare part from iRobot and fitting it. Problem solved in a few days. The best thing would be to sack the customer service team who are either incompetent, lazy or don't exist.
I ordered my product on 14th November, product received on 19th November, product stopped working in a week. Every time I tried contacting customer service, I was waiting for more than 1 hour. Finally I got through to be told that a replacement will be sent as they found out at their end that the product has an issue. After I returned the faulty product, contact them on 28th novemeber, waited 1 hour to be told that a replacement has been dispatched. Contacted them again as I had not received tracking number just to be told product is not yet dispatched. I clearly mentioned I can't wait too long as I am away in 2 weeks time. I finally contacted them on 4th December to cancel my order so that I can get a full refund just to be told although product is not dispatched, its still in the warehouse but a refund cannot be provided. The process is for them to dispatch,get it returned and then receive a refund. I was like if it exceeds their 30 days refund policy again I will be going in loops with this company. I asked them for their complaints department email address just to be told they dont have a complaints department. The representative will escalate this and that an email will be sent to me by EOD. Its 9pm now and I have still not received an email. I have lost my money and I have no product. This is a fraud company. Please do not buy directly from them. I am planning to get in touch with citizens advice and ombudsman if I dont hear back from them in the next 2 days. Avoid avoid avoid them at all costs !
Very poor customer service and accountability. The company has really gone down hill since I first used them. 20th November – I placed my order.24th November – I contacted iRobot to confirm the delivery date. I was told the date on the order was correct.25th November – The order was shipped.25th November (Thursday) – I informed iRobot immediately that UPS had delivered the parcel to the wrong address. iRobot took no action and left me to handle all communication with UPS myself. UPS confirmed the parcel was delivered to the incorrect address.26th November (Friday) – I informed iRobot that UPS had still not spoken with the driver nor collected the items from the wrong address. I completed all paperwork as required by your procedures, including having to handwrite a letter because a typed one was not accepted.When I asked for clarification on iRobot’s process or protocol for resolving this issue, I was given vague answers with no clear next steps and no timeframe.27th November (Saturday) – I received a delivery containing only a power cable. I provided photographic evidence showing the UPS driver, the parcel, and the incorrect address clearly printed on the UPS label.1st December – I contacted iRobot again to provide updates and to seek clarity on how this situation will be resolved.At this point, iRobot cannot provide a clear escalation protocol or timeframe to resolve
Irobot have been good with returns and fixing problems with faulty robots etc. Orders have been smooth too. They were always my go to company for cleaning robots until now. I probably would not use them again since I had a very disappointing experience. After placing an order, my partner and I realised that their website had automatically changed the billing information (we used one partner’s PayPal account on the other’s customer account). This was a work purchase, so we needed the correct billing details for VAT purposes.We contacted customer service and were explicitly told that the billing information on the order had been corrected shortly after the purchase. However, it was not.Because of the way their website works, and the incorrect information we were given, we didn’t cancel the order before it was dispatched. Now, the only “solution” they offer is for us to return the items at our own cost – which would mean losing around €50 in shipping fees.We asked them to escalate this to their finance department and simply correct the invoice, given that the situation clearly stemmed from their system and their mistake. They have shown no flexibility and no willingness to put this right.We’re leaving 1 star because we don’t think customers should be out of pocket for errors caused by the company’s website and staff, especially when correct VAT invoicing is essential for work-related purchases.
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