Ecovacs Reviews 1,474

My robot mower developed a fault.
I found it was self inflicted, my strimmer had clipped the low voltage wire, I've made a repair and hopefully it will continue to work. before this I was in contact with Lee and Amanda in support their service was excellent. Could not fault their speed of response.
Richard Smith.

I bought the Ecovacs GOAT G1 in May 2024 for £859. It worked fine until a firmware update introduced a serious software fault that causes it to leave a large uncut strip of grass between the main area and the perimeter.

After weeks of testing and remapping, I contacted support. They openly admitted it’s a known software issue, and that another firmware update is “in testing” — but with no release date and no workaround in the meantime.

They’ve refused to offer a partial refund or proper resolution, despite the mower now being not fit for purpose under UK consumer law. I’ve been left with an expensive machine that doesn’t do the job it was sold for.

Ecovacs broke this product with a forced update and now refuses to take responsibility. This experience has completely shattered my trust in the brand. If this is how they treat loyal customers, I would seriously reconsider buying from them again.

Avoid at all costs.
Purchased a vacuum/map debot x1 within the first 14 months this broke and would not hold its charge. Bad customer service throughout and finally had the device replaced, but was replaced with a different model and no compensation offered for the expensive extras I brought that now did nt fit the new device! Less than a year on and the replacement device has also now broken again charging related. But ecovacs state there is no warranty on their replacements so I’m now just left with a non working debot that is a year old and should of come with a standard two year warranty but once again a shocking customer service means I’m just going round in circles

Had a robot which went faulty.

They offered a repair, and on delivery of the repaired version it had been damaged (admittedly not necessarily their fault). Sent it back again. 2 months later a new one arrived, was over the moon!

6 weeks later - its malfunctioning. Sent this back for repairs, and once returned it's got a whole heap of new errors and malfunctions that it's now just switched off. Have sent numerous emails asking for help and no one is bothered.

Their website is a scam, and I don't recommend buying anything on here if you care about your money.

I received my order last week, but there is no vacuum in there. It has the vacuum accessories and the window cleaner, but 80% of the cost of the bundle is missing. It came in a smaller box with my order number and tracking number attached, which had no mention of the vacuum. I've placed a call to the company a week ago to inquire what happened, and obviously, the support person was not able to do anything but send a request to their "orders" department. Two days after, I got a reply that they are looking into it, but with no results. Now, almost a week later, I followed up with them on a status update, and have had no more communication since the last one.

On top of that, I've been waiting for 3 WEEKS for a reply from their customer support. I wanted to do a price match on the order since it went on sale the day after my purchase. They took 3 days to process the order, and I emailed their 2 different customer support emails less than 24 hours after placing the order. I could have cancelled it, and ordered it at a better price, or bought it somewhere else, but had no customer support available to assist with that. It was a difference of $150, and now 2 different sales have ended, so I expect them to refuse me. Besides the fact that I'm probably not getting any reply at that point.

No customer support in 3 weeks, and my product is missing. Save yourself some money.

Don’t buy anything from this scam’s big problem with payback for cancellation order

We bought an X2 robot last year. It works fine for 3months and then things started to go wrong. The machine is so loud while working and then we sent it back and waited two weeks. The service centre confirm its rubber brush is broken and replaced a new one.
Then 7months after, thr same issue happened again! We asked for a machine replacement as we believe our machine is a defected one. They come back with this:
“Replacing the device is not justified. The X2 has this problem all the time, as it's a full rubber brush roll. Unit is ready to be returned to the customer.“
Okay so they admit the model is defective and problem happen all the time?? What a funny joke it is!
Please skip this brand as much as you can

Pathetic Experience, ordered Deebot T50 Omni Pro which isn't working from the 1st day itself giving the Navigation Module Error while doing the first run for Mapping itself.
Called Customer Care who asked to send a mail to support team which did immediately on Monday 14th July 2026 and got a response with Case Number. After that haven't heard anything from the after sales team. Their Custom Care Exec's are very rude, unapologetic and don't have any clue on the ETA for returns. Overall very pathetic experience with Ecovac so far leading to lot of stress and disappointment. My Mistake that I didn't read the reviews on Trustpilot before ordering the faulty Robovac. Hoping to quickly return this and get my money back.

After owning two Deebot T9+ robots for three years they have started to go wrong - they lose their mapping and get confused. The wheels started sticking and jamming. After much cleaning and maintenance they just dont work as well and one has stopped completely.
Called Ecovacs to be told there is NO service centre available and they can only be fixed if still under WARRANTY - bottom line - sorry you have to buy new machines.

DONT TOUCH THESE MACHINES.

Ecovacs

Warning: Do NOT purchase from this manufacturer. We have owned 2 brand new units from this manufacturer, both failed for different reasons. The latest in the ongoing saga with Ecovacs is a recent software bug that the company will not investigate since the hardware is 3 months past the “2 year warranty”.

Question: What quality technology company does not investigate software error problems?

Answer: the ones that are seeking to hide poor software development practices.

Ecovacs' hardware is garbage and their software is even worse. Other brands are much better.

Lab Experiment: In a controlled environment, we put the latest Ecovacs flagship (~ $1,200) against a mid-market Roborock (~$700).

Experiment Results: The mid-market Roborock that has less advanced hardware outperformed the Ecovacs flagship, due to better SOFTWARE.

Output: Hardware isn't everything. The quality of software (aka code) is of equal importance in today’s market.

Ecovacs is truly one of the worst technology companies we have experienced. They are terrible.

I purchased the DEEBOT N10 from Ecovacs Robotics AE on Amazon.ae, and just within 10 months, the robot stopped charging completely. Despite the product being under the manufacturer warranty, my experience with Ecovacs customer support has been extremely disappointing.

When I contacted their support team, instead of helping me process a warranty claim, they simply sent me basic troubleshooting steps, which I had already tried and mentioned in my first email. After that, they refused to help further, stating I needed to contact a different regional team and washed their hands off the issue.

I have already wasted several days without any resolution. It seems Ecovacs has no coordinated warranty support in the UAE, even when the product is sold by their own UAE entity on Amazon.

Very disappointed with the product quality and even more with the poor after-sales service. I won’t recommend buying Ecovacs products in the UAE, especially from Amazon.

Have you ever thought… do I need more frustration in my life? Do I want to come as close as you’ll get to physically feeling the effects of loss of patience? Oh and did I mention paying a Hansome sum for the pleasure? Then look no further than Ecovacs DEEBOT X5 PRO OMNI Robotic Vacuum!

Forgets its mapping (the house floor plan hasn’t changed)
You set it and it washes the mop, then forgets to clean
Goes back to empty dust bin (then doesn’t clean again)
Can NEVER get itself back into the station
Gets more and more noisey… it’s really impressive how loud it gets by a year
Leaks constantly from base of unit
Returned once for service (taking over 4 weeks) and it’s not improved
Always disconnects from wifi so you go to turn on when out and it’s disconnected so you can’t, then you get home and it’s lost all its charge

Please consider other options!

I purchased Winbot W2 OMNI to clean my conservatory and velux windows. Upon trying the winbot on my velux found it only works on vertical windows despite the tech spec in the advert claiming it would work on all types of flat windows. Have requested a refund under the advertised “30 day not questions asked return”. Ecovacs will not respond to my request.
I have taken up the issue with Mastercard as this is clearly false advertising. I will also follow up with trading standards having been duped into paying £419 under false pretences

Final update - refund received 12th August - lengthy battle to get refunded after order in late May .

I regret to report an extremely poor after-sales experience with this company.

After receiving a faulty machine, I spent over two weeks attempting to arrange a return, with repeated delays and unhelpful responses from customer service. Despite my request for a refund, the returned product was sent back to me while I was away, forcing me to restart the process. Communication was inconsistent, with emails often ignored and no clear managerial escalation process available. Several representatives could not locate my order details even when provided with an order number, and requests to speak to a manager went unanswered.

The return process was further complicated when the courier reportedly lost the product twice. While one representative (Lee) provided commendable assistance, the overall service lacked accountability, transparency, and urgency. Multiple promised deadlines for action passed without follow-up, and I had to initiate repeated contact to receive updates.

Eventually, after more than a month of persistence — including the threat of involving trading standards — I received a refund on 12 August.

Summary of Experience:
• Poor communication and repeated delays in processing the return.
• Lack of accountability within customer service; no access to managerial support.
• Courier mishandled the return twice.
• Only one representative provided effective assistance.
• Refund issued more than a month after the initial request.

Final Assessment:
The after-sales process was disorganized, frustrating, and unnecessarily prolonged. I would not purchase from this company again and recommend using a local retailer to avoid similar issues.

⸻

In a Nutshell:
Faulty product + over a month of delays, lost returns, ignored emails, and no managerial support. One helpful agent aside, the process was chaotic and stressful. Refund eventually issued — but only after relentless chasing. Would not recommend.

As per all the rest, software on the ECOVACS range is absolutely useless, constantly getting lost, remapping on top of existing maps, have sent it back 3 times for repairs. HONESTLY JUST BUY ANYTHING ELSE!

Zero stars more appropriate. Nobody answers questions or offers support. Bought a G1 mowers and it’s useless. Never does the edges nor does it return to the base.

Factory reset ok for a bit and the same problem. Look at the review people and don’t bother. Don’t be fooled they deserve to fail for their shoddy products and service.

Do not use this company, got delivered a faulty product. Cannot speak to any one to help, cannot speak to any one about returns, all done by email and they get the responses wrong. Zero customer support and zero help in getting my back

Worst product and customer service I’ve ever experienced.

I bought the Ecovacs Omni X2, and it stopped working after just 6 months. Since then, it’s been nothing but a nightmare. After three failed repairs and another 6 months, I still don’t have a working robot.

Their customer service is appalling — slow, dismissive, and completely unhelpful. Their support also returned the product to me faulty and with pieces missing. And if that wasn’t bad enough, they then refused to honour their own 2-year manufacturer warranty, claiming they "didn't recognise" the online retailer I purchased it from — even though it was brand new.

One year later, I’m left with no working robot, no refund, and no accountability from Ecovacs. I’ve been ripped off and ignored. This has been hands down the worst consumer experience I’ve ever had.

Avoid Ecovacs at all costs. You’ve been warned.

I’ve spent a month trying to contact Ecovacs – no one answers the phone or replies to emails. Even customer service in other countries ignores me.

The GOAT G500 Panorama has been a nightmare since day one, despite my simple lawn. It cuts randomly, gets stuck constantly, and fails at basic tasks.

Now I just want to return it, but Ecovacs won’t even tell me how. Avoid this company at all costs! Zero support, zero accountability. order #123220529654921

The first x1 pro performed perfectly for a year they then failed to fix the problems I clearly wrote on a note and attached to the deebot itself. I then had to send it off again for them to state they had supposedly fixed it again. They then replaced it with a x5 (not the x5 pro) which did not have the features i used on my x1 pro such as voice control and video view feature. After weeks of emails requesting them to send me the new one, they then stated they was not willing to replace it. So I sent the emails where they had authorised a new one to be sent but the dispute was for them to send me a new one before I sent the old one back so I was not without my vacuum they refused. I am now on day 10 of not even having my replacement even been sent. They are still 'processing' my replacement. I even asked if they could just refund the money so I could buy a new one once again they refused. The product itself is spectacular but the customer service is horrible to the point I will be purchasing another brand when the replacement finally comes and breaks again out of warrenty. I have bent over backwards to try get it replaced with as least disruption to the household and in no way shape or form have ecovacs helped if anything i feel I am now at a point where they are trying to do this on purpose now