Shark Vacuum Customer Service Issues

I am looking to exchange my faulty Shark Vacuum for a new one. I'd rather not deal with the hassle and cost of packing and shipping it away for repairs. The roller brush in the Floor Nozzle has melted the socket it turns in, making it malfunction. It no longer spins properly and produces a loud vibrating noise. I have a receipt from Best Buy dated September [redacted], showing the purchase for $[redacted]. I am prepared to provide pictures of the damage as proof for assistance with this matter.

I purchased a Shark vacuum in March [redacted]. Within a few months of use, the motor malfunctioned, and Shark kindly sent a replacement. Now, in June [redacted], after a little over a year of ownership, the brush has stopped working. I spoke with a service representative named Jack on 6/18/18 at 10:57 am PST, who initially quoted me $95.95 for a replacement. After expressing my disappointment in the product's reliability, he lowered the cost to $47.97 plus shipping. I reached out to Shark four days ago about the issue and have yet to receive a response, despite being promised a reply within 48 hours. I hope to have a better experience with customer service this time. Thank you for your assistance. Larry Y.

I absolutely adore my recently purchased Shark vacuum and felt the need to share my experience. After using a Dyson for 6 years, borrowing my neighbor's Shark vacuum was eye-opening. I was shocked by how much debris it pulled from my carpets. Impressed, I bought the same model from a local retailer. However, I soon encountered issues; the salesperson overlooked giving me all the attachments, and later provided a used, mismatched one. Additionally, the bottom lid of the dirt canister broke within a week of purchase. Despite these setbacks, the vacuum's performance outweighs the problems. I am eager to recommend it, but the purchase experience and faulty part dampened my enthusiasm. I wonder if there is a solution to these issues. Thank you for listening to my story. - E.C.

I have been trying to gather comprehensive information about Shark Vacuums, specifically the Hv [redacted] model I intended to purchase from the Shark website. I faced difficulties in finding a clear list of accessories included in the box. Various websites provided conflicting information on the number of accessories, leaving me unsure of what to expect. This confusion led me to come across the Hv [redacted] series while researching Shark vacuums. Unfortunately, I could not find any details on the differences between the Hv [redacted] and Hv [redacted] models. Additionally, I was unable to locate the prices for the Hv [redacted], Hv [redacted], and Hv [redacted] models. Despite attempting to contact customer care during their specified hours of availability, I found that they were closed when I made the call.

I bought the Power Lift-Away DLX Navigator from Walmart last October. It worked well in the city but is not suitable for country living with animals. The motor failed after the 60-day warranty, so I couldn't return it. They sent a purple motor for my red vacuum, which doesn't effectively pick up dog hair or small debris. Using the 4" wide adapter helps, but a larger 8-inch flat adapter would be more efficient for pet hair. Cleaning my [redacted] sq ft wooden floor house takes forever with this vacuum. Disappointed with this experience, this will be my last Shark product. Customer service was supposed to check if a bigger smooth floor nozzle is available but didn't follow up. Despite its drawbacks, I'll make it work but wish it performed better with pet hair and small debris. A lesson learned.

Hello, I purchased my NV680 in October [redacted]. While using the vacuum, the main motor suddenly changed sound and slowed down quickly. I turned it off when I noticed a smell of hot electrical wiring. Upon checking for clogs and switching it back on, it started making a bad noise with a strong odor. After removing the filter, I saw large sparks coming from the motor and immediately turned it off and unplugged it. I am disappointed that it stopped working as I love this vacuum. I believe it is still covered under the manufacturer's warranty. I would appreciate it if you could reach out to me.

I own a Navigator Professional vacuum (Model #NV355) that I bought a year and a half ago. I regularly clean it once a month to remove hair, string, and carpet fibers from the brush, as well as cleaning the filters. Recently, while vacuuming my bedroom, the vacuum made a loud, grinding noise when I tried to push it forward after catching the edge of a rug. I immediately turned it off, checked for obstructions, and tried again but the noise persisted. Even though my boyfriend, who is mechanically inclined, couldn't pinpoint the issue, he suspects it may be related to the brush mechanism like worn-out bearings or belt drive. I noticed there is a 5-year warranty on the vacuum and I am interested in checking if this repair is covered. I read that the vacuum has a lifetime belt and filter system, so I'm unsure if the issue falls under the warranty. If replacing the motorized floor nozzle is the solution because the belt should last a lifetime, I would appreciate your guidance on this matter. Thank you.

I bought a shark vacuum from Macy's, but it broke after two months. When I contacted customer service, they told me to send it back for a replacement. They said they would send a packing slip, but it never arrived. When I called back, they said it would take longer. Asking for a supervisor led to a long wait and no resolution. Eventually, they told me to go to FedEx for the packing slip. This experience has been frustrating, and I am disappointed in the company. I will not buy another shark product and will advise others to do the same.

I purchased my Shark Navigator Lift Away Professional vacuum on November 18, [redacted]. Recently, I noticed a crack in the hose of the hard floor hero attachment. Despite having a five-year warranty and owning it less than a year, that specific part isn't covered. They asked for $70 to replace it, which I found frustrating, so I improvised with electrical tape. Now, I discovered a crack in the main hose. I haven't contacted customer service yet because I'm upset and I struggle to understand their representatives due to heavy accents over the phone. Email would be more convenient. I'm disappointed that these hose issues might not be covered under warranty, potentially costing me around $[redacted] on a $[redacted] vacuum not even a year old. It's disheartening given how much I like the vacuum and have recommended it to others. I also bought a Shark handheld vacuum in May [redacted], which stopped working after three months. I'm hesitant to call about it for the same reasons. Dealing with the shipping and handling could make these vacuums quite costly, considering I could've bought a Dyson for a similar price. Overall, I am dissatisfied with the hoses, warranties, and customer service experience with Shark.

My husband bought the Navigator vacuum because it's advertised as never losing suction, but unfortunately, that's not been the case. We've had it since Nov/Dec [redacted], and it has lost suction. When I contacted Customer Service, they acknowledged the suction issue and offered to send a part but wanted to charge me for shipping. If SHARK claims their vacuum "Never Loses Suction," then why did it happen, and why should I have to cover shipping costs for a part if it's their motto? It doesn't seem fair for consumers to pay for shipping when the problem contradicts the product's main selling point. If we chose this vacuum based on its promise of never losing suction, it shouldn't be our responsibility to pay for a part to maintain that function if it fails. SHARK should uphold their motto and cover the expenses for the part to ensure their product works as advertised.

I purchased the Shark Duo vacuum with two batteries. One of the batteries stopped holding a charge after a few months, lasting only a few minutes. When I called for warranty replacement, they said it would cost $20.00 to ship a new battery and required me to return the old one. I believe the second battery included is of lower quality. I expect a new battery under warranty without any additional charges. Despite this battery issue, I am satisfied with the product and have been a loyal customer for years. I was told a replacement battery would be sent weeks ago, but the recent call did not show any record of it. I feel frustrated by this situation and expect better service from your company.

In early July, I purchased repair parts that did not fit properly. In mid-July, I spoke with customer service regarding our Shark MN: AH452W unit. Your CSR mentioned that Shark would replace it with a comparable or higher value unit once we returned ours. We were supposed to receive a shipping label, but it never arrived. On September 8 at 12:30 PM CDT, I spoke with Diana, who said she would send another shipping label but it was not received. She also gave me Ticket Number [redacted]23. On September 22 at 11:35 AM CDT, I asked to speak with a supervisor, but Neal informed me none were available on Sunday. He promised a callback within 48 hours, which did not happen. On September 26 at 10:55 AM CDT, Andrea (Emp. ID: [redacted]) said a supervisor was unavailable but offered to resend the shipping label by email, which I have not yet received as of today, September 29, [redacted], at 9:15 PM CDT. I sent a survey email on September 27 but have not received a response. Could you please help me promptly with this issue or will I continue to experience delays? My customer service experience thus far has been disappointing. Thank you. ~ Gene Shuler from Lawton, Oklahoma.

Hello! I purchased my Shark Rocket from Target less than a year ago. I have not registered it due to difficulty finding the correct numbers needed. The ones I enter are deemed invalid on the website. A week ago, I accidentally vacuumed up wet diaper contents and now the vacuum smells awful. I tried cleaning with Clorox, but the crevices are hard to reach and I suspect mold and ammonia are in the filter and tubing. Is there a way to thoroughly clean the vacuum? I understand it was my mistake to vacuum something wet, and I cannot afford a new vacuum due to other family expenses. Any advice on salvaging this one would be appreciated.

On Sunday, October 21 in the late afternoon, I saw an advertisement on TV for the Shark/Ninja Apex Vacuum. Unfortunately, my vacuum had stopped working. I contacted the number shown on TV, 1-[redacted], and spoke with a representative named Alexia. Initially, I inquired about the vacuum, but she kept me on the phone for more than 15 minutes, trying to sell me additional products despite my insistence on just purchasing the vacuum. Even after mentioning that I work for American Airlines with travel privileges, she continued with her sales pitch. I was left frustrated by the conversation, especially as she failed to provide me with a confirmation number. When I tried to reach them again, the line was closed. Despite Alexia mentioning an email confirmation, I received nothing. When I contacted customer service at [redacted], Brian assisted me and provided me with the order number T[redacted]. I asked to cancel the order, but he claimed it was already being shipped. Unwilling to accept this, I will be disputing the charge with my credit card company and filing complaints with the Attorney General offices. I demand the cancellation of the order as I have found a better deal elsewhere. - Linda Lynch

While vacuuming my kitchen floor near a vent, I removed the attachment to clean in a corner. As I was on all fours, the vacuum collapsed, causing it to fall like an axe onto my lower back and my foot, which recently underwent major surgery. My foot, which experiences nerve pain nearly all the time, had four large tumors removed on September 1st. The handle, resembling an axe, hit my foot, causing the surgical wound, nearly healed, to burst open and become extremely painful. I would appreciate it if you could provide me with information on who to contact via email. My name is Ryan H., a 38-year-old physically disabled individual residing in Pennsylvania. You can reach me at [redacted] Due to poor phone service, please contact me at [redacted]. I am heading to the emergency room to ensure the wound is not infected.

I bought a Shark vacuum cleaner at a Michigan Target store on Black Friday, possibly in [redacted]. Despite loving the vacuum, I encountered issues last year and had the entire canister unit replaced at no cost. However, recently one of the plastic clips holding the canister broke, affecting the suction. I tried taping it but to no avail. I believe the warranty might still be valid, but I need to confirm. I have the receipt somewhere. The broken piece necessitates replacing the entire canister as it is integral to its functioning. I suggest using metal parts in the future. Please advise me on the next steps to take. I have many pets that shed a lot, and this vacuum, specifically for pet households, has worked great except for these issues. It is a Shark vacuum cleaner aspirate, model number NV36026, with additional identifiers underneath being [redacted], 60 HC, 10 a. Thank you.

I bought a Shark vacuum a year ago and have been a loyal Shark customer for as long as I can remember. I still have my first Shark vacuum, which is still functional, but I recently needed a new one. I previously owned the Professional Lift-Away model, and my current one is the Navigator Lift-Away Professional Upright in maroon and red. The vacuum is excellent, but a spring or something popped out of the part that secures the extended handle, making it difficult to use. I currently have to tie a string to keep it in place, which is inconvenient as I regularly use the handle. I hope to get it repaired or replaced. Thank you for your attention to this matter.

Dear Sir/Madam, I sent an email on Monday, November 12th and was told to expect a response within 12-72 hours. Despite following up by phone on Monday, November 19th, I have yet to receive a reply regarding my faulty Hoover. I was assured that I would be contacted either that day or by the following Tuesday, but have heard nothing since. My new Hoover, received on Saturday, worked briefly before malfunctioning on Tuesday. I have contacted support again to request a return label, but have not received it yet. The customer service team claims to be busy with Black Friday deals, leaving me frustrated. I demand a return label to send back the defective Hoover. I am considering escalating this matter to the trade standards and seeking a refund and compensation. I expected better after purchasing what seemed like a quality product based on TV ads. I am dissatisfied with the service received. Thank you. Sincerely, Margaret Cowan

I reached out to your company nearly two weeks ago about my Shark [redacted] series vacuum not working. A new part was sent, but the vacuum is still not functioning properly. After contacting customer service on 12/3/18 and expressing my ongoing issue, I was promised a pre-paid label to return the vacuum and receive a replacement once you confirmed its receipt. Unfortunately, I never received the label despite being reassured multiple times. My recent call today only led to further delays, with promised emails not arriving promptly. The unhelpful call took over 40 minutes, with difficulties understanding and being understood by the representative. I repeatedly asked for a manager to intervene, finally speaking to Omar, who claimed to have sent the email, but it has yet to arrive. I insisted on receiving the label through mail to avoid daily follow-ups. This situation has inconvenienced me greatly, and I am deeply disappointed in the handling of this matter, leaving me hesitant to support Shark products in the future due to the lackluster customer service and failure to honor the warranty.

I recently tried to purchase a Shark Apex with the pet upgrade, which included a steam cleaner and other items. However, I was denied the purchase because I don't own a smartphone. During the presentation, there was no mention of needing a smartphone to make payments. I find this requirement unfair and misleading. I urge management to reconsider this policy, as it is limiting customers like myself who want to buy your product but do not have a smartphone. On a separate note, I purchased a bed and was provided with a line of credit on a card. I make monthly payments by calling an [redacted] number. I would appreciate it if the company could remove the smartphone requirement and allow all customers to make purchases without this limitation. Thank you.