irobot.co.uk

Lack of flexibility and unwillingness to fix their own mistake

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.

Date of experience: Nov 25, 2025