Review Time
I purchased a Roborock Qrevo Curv that arrived dead on arrival (DOA). I contacted Roborock customer support on December 31, where It goes straight to voicemail and requests to follow up via email.
After following up, I received a response on January 7 directing me to a local authorised repair shop in Adelaide. Upon contact, the facility initially seemed unaware that they serviced Roborock products. I eventually spoke with the owner, who explained they had received 77 similar repairs over the Christmas period and that the initial assessment would take at least one week.
I accepted this timeline and delivered the device the same day. Regrettably, several weeks later, I have still not received my repaired unit or any substantive updates. The repair shop is now closed, and routes calls to voicemail. Multiple email requests for status updates have received no reply.
I have escalated the issue directly with Roborock support at least five times, explicitly requesting a callback from a supervisor. To date, no supervisor has contacted me, and overall communication has been severely lacking.
This has resulted in extended delays, poor follow-through, and a complete lack of accountability from both the repair partner and Roborock. I remain without the functional product I purchased, with no clear path to resolution.
Based on this deeply unsatisfactory experience, I strongly recommend that potential buyers in Australia (and elsewhere) consider alternative brands, as Roborock's after-sales support appears unreliable.
⭐ Final Review – Roborock
Unfortunately, my experience with Roborock has been extremely poor from start to finish. The device I received was dead on arrival. What followed was over six weeks of delays, broken communication, and pointless mediation. Despite repeated escalations, I never received a call from anyone with actual authority to resolve the issue.
The so‑called mediation process achieved nothing — after a period of back‑and‑forth, Roborock simply stopped responding. During this time, my device was moved between repair centres without my knowledge or consent, and to this day I do not know where my device is. I have never been informed properly, and no one has taken accountability.
Six weeks later, I still do not have my device, no replacement, and no refund. Communication has been generic, inconsistent, and evasive. Promises of escalation and “final solutions” were repeatedly made and never delivered.
Based on this experience, I strongly recommend choosing a different company. The product may look good on paper, but the after‑sales support and customer service are unacceptable. If something goes wrong, be prepared for long delays, lack of transparency, and no real resolution.
This has been a frustrating and disappointing experience.
I am appalled by the level of customer service provided by Roborock. My Roborock Q10 S5+ malfunctioned (navigation error) and started spinning in circles in one spot, which permanently destroyed my wooden floor.
Despite sending multiple emails, photos, and screenshots proving the device's instability (frequent Wi-Fi drops despite a 100 Mbps Mesh network and unexplained freezes), the support team completely ignores the facts. I have been stuck in a loop of generic, automated-style responses about "router settings" while the main issue—property damage caused by a faulty unit—is being systematically ignored.
The support is unprofessional, lacks basic understanding, and clearly uses delay tactics to avoid taking responsibility for a defective product under warranty. They refuse to provide a technical statement for my insurance, even though the device is clearly failing.
If you care about your home and don't want to waste weeks fighting with incompetent support that refuses to acknowledge reality, stay away from Roborock. Worst customer experience ever.
I bought a refurbished vacuum that came with a promised 2-year warranty. Unfortunately, it stopped working within a month. After sending it to the warranty partner, they claimed it was repaired, but the same issue occurred again after minimal use. I tried to file another warranty claim, but was told to call. The warranty partner said it had been fixed and directed me back to the manufacturer, who denied responsibility. Both parties provided subpar service, leaving me out hundreds of dollars and frustrated with the entire situation.
I purchased a refurbished vacuum with a 2-year warranty. It stopped working a month after I got it. I sent it to the warranty partner, who said it was fixed. However, after using it twice, the same problem occurred. When I tried to file another warranty claim, I was told to call. The warranty partner mentioned it was already repaired and suggested I contact the manufacturer. The manufacturer claimed it wasn't their issue and directed me back to the warranty partner. Both companies provided awful service. I'm now out hundreds of dollars and have wasted a lot of time dealing with their inadequate products and support.
I really liked my vacuum until it disconnected from WiFi and I couldn't reconnect it. I reached out for help, but after going through all the troubleshooting steps, I was told to file a warranty claim since it was still under warranty. After providing all the necessary details, I was informed that I was out of warranty and could buy a new one. It's frustrating because I liked the product, but this experience has left me disappointed.
I had a terrible experience with customer service. I sent my vacuum for warranty repair due to a water dispensing issue. They took ages to respond but eventually accepted the return, offering a '80-89%' new machine. When the replacement arrived, it was soaked inside the box, showing they don't follow their own guidelines. The motor sounded terrible, and after more frustrating emails, they took it back again. The next replacement also had issues and was clearly a return from another customer. I will never buy from them again and will warn others to avoid this company.
I ordered directly from the official website but they used a third-party delivery service. The delivery was marked as completed, but I never received the package, even though I was home. When I contacted customer service, they directed me to the delivery service. However, their policy states that the seller holds the responsibility for delivery details. Now, I'm out a significant amount of money due to their lack of accountability. I filed a formal claim and strongly advise against buying from a company that won’t take responsibility for its partners.
I bought this vacuum and it was a big mistake. Its cleaning performance is lacking, with poor suction. It doesn't navigate well around furniture and struggles to differentiate between floors and rugs. I recommend saving your money for a better machine.
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