iRobot Reviews 

No customer service, awful experience to order spare parts.

High performance product, just left alone once you buy it :(

Better to go for other brands

Way back in September our daughter purchased an iRobot cleaner for us.
We were delighted with this thoughtful gift and immediately started to use it.
It is an automated machine that is guaranteed to both vacuum or wash both carpets and floors.
With it comes a guarantee that when operating it will avoid dangerous areas like the top of a staircase.
Unfortunately, this expensive machine didn't follow the rules and immediately fell down our staircase, damaging the wooden surround at the bottom of the stairs and damaging itself.
The machine was under Warranty and we informed Customer Services at iRobot and they responded by asking a few questions and requesting photo's of the staircase and surrounding area.
We immediately did this and then against further requests from iRobot we repeated the same answers and similar photo's another three times.
So far all we get back is apologies from Customer Services along with requests for almost the same information as we have already sent.
This has been going on for six weeks now without any progress at all.
PLEASE BE VERY CAREFUL WHEN SPENDING A GREAT DEAL OF MONEY WITH THIS COMPANY -----
or any money. Their Warranty and Customer care, is not worth the paper it is written on.

Have owned an irobot for 1 month. As some others have said, it worked almost ok for the first couple of weeks with the original software (only complained "battery not identified" but still recovered from that and started cleaning). It did an automatic sw update and after that the major issues started. When sent it to do spot cleaning, it went towards the area and then stopped stating "error 15" consistently. Sometimes it does that and also complains about battery. It does still "clean everywhere". Customer service was polite but couldn't help. In comparison, I have an ultra cheap Xiaomi E10 confined to one bedroom. Though simpler, it works always as expected (and it is quieter. It also has a remote control, so you can separately guide it and manually clean an area and it has a "clean around the edges" function, which I use after each regular clean. I am seriously thinking of switching the cheap Xiaomi in place of the irobot).

Like some others have said, I have also spent more time trying to get the irobot to work than what the irobot has spent on cleaning (remapping, rebooting, removing battery, calling customer service, etc).

Unfortunately, I cannot recommend the irobot, though I wish I could, because at first when it did work, it was fine. J7+ (pet sensitive)

Br, Disappointed customer

1 star embellishes this company, I wish I could give them 0!

This company is very sales focussed and will they sell you your dream, but when you receive the product (we bought their new Roomba 10Max), it takes A LONG time to set up their product because their instructions don’t make any sense. When you call them, their operatives can’t help and want to send you Youtube videos to explain everything.

Almost every time we tried using the Roomba 10Max, there was a fault and again the provided instructions don’t help.

The vacuuming was’t too bad, if it didn’t stop due to fault but the mopping feature was terrible!

In the end we decided to send the Roomba 10Max back, as per their 30 day trial period to get a full refund, but we are now still waiting for our refund.

They initially said you may have to wait up to 14 days, but when I chased on this, they said I might have to wait 14 business days, but they can’t control how long my financial institution takes to receive the refund.

When, after waiting 18 days since they received the returned unit, i said I want my refund by the end of today, or I’ll be reporting my experiences to Social Media and then 58 minutes I receive an e-mail saying that they are now processing my return, but it might take as long as 14 days!!

Hence why I’m now reporting the myriad of issues on Trust Pilot, but right now I’m not even confident that I’ll receive a refund for the £1299 that I spent on the Roomba 10Max?

With the way the unit performed, the way iRobot handled its issues etc, and now that I read all of the bad Reviews on Trust Pilot (I wish I had read these before I decided to buy this product!!), the fact iRobot always seems to have a sale on and the fact I’ve still not received my refund, I’m now wondering if iRobot has financial issues? I wouldn’t be at all surprised if they soon ended up in Administration?

In short, Buyer, be VERY aware when dealing with iRobot!

Awful . No other words for it ... Only had the unit 1 month wasn't picking up . They sent another ... And it's been used around 10 x since July and it's Constant with fault code . "Responsive customer service" don't be fooled it's nil and void . ... I would steer wide clear from this company not worth a penny of what they charge .

I have a J5 roomba that stopped docking after a year, irobot support staff gave me one option which was to trade in for a store credit to buy another one because they don't have support in Canada to fix it. Why will anyone wants to buy a $1500 that packs up in a year with the same company? What kind of product is that? I don't recommend the product at all.

Stan from iRobot's advanced tech support was amazing. He was incredibly helpful, very knowledgeable, and kind, and was able to help with complex problems. Overall he was just phenomenal at helping me work on the reoccurring issue with my Roomba combo j9+.

My experience is until it breaks, you're fine. Then you're on your own!

After having the same issue for well over 6 months and going in already, it's now in again. Its been gone a month. They message 10 days ago saying it was been returned. I've heard nothing. I've emailed them twice in that period and not even acknowledge. Automated callbacks go un-answered

Awful company!

I had high hopes for this product but it did not work from the start. After numerous troubleshooting emails and calls (when you could finally speak to someone) they said it was faulty and would replace it. The second one arrived and worked for a couple of weeks and then the error messages started and didn't stop. I have been left on hold and then waiting for callbacks for so long that I cannot deal with it anymore. Customer service is terrible. Do not bother - this product is supposed to make life easier, but it does not. It has been a pain from the start and the fight goes on..... currently waiting for a call back, I am not holding my breath.

I contacted irobot to see if I could order a replacement brush cover as it broke. Initially they wanted me to send it back for a technician to look at it for a cost of £50 plus the cost of the part. They reviewed my request and have very kindly sent a replacement part to me. Much appreciated.

Company said my order was 'delayed' a week after ordering. My money appeared back in my account two days later, with no communication.
I called iRobot, I was told that they didn't have stock of the product and had no idea when it would be back in stock. I asked if we were talking days, weeks, months etc, they had no idea. I asked if they could find out and get back to me, they couldn't. I asked if I could speak to a manager, I was told that managers don't talk to customers.
The company is letting down their customer support team, and their customers. You can't just take an order and say 'yeah it'll be with you at some point in the next infinity'

Ready to spend 2 hours every day to debug a "charging issue" and send the same command 10 times before the robot does anything? Then this company's product is the one for you!

Spent 1200 GBP on a Roomba j9+ with a cleaning base. Should have just bought a better cordless vacuum instead.

I have a Roomba Combo® i8 Robot Vacuum and Mop. Which is okay - it doesn't do a thorough job even after two rounds. Not great but a good add-on to reduce the frequency of vacuuming - I don't have to do it as often but I still do so it's more of a supplement to my own cleaning rather than a substitute. it also runs out of battery too soon and has a bright flashing light at night which only turns off when I turn off the whole thing, and if I did, it drains out of battery overnight and its very annoying.

Got it recently on a deal. Works well.
Its mapping system is amazing and it is integrated with my Alexa.

I bought a brand new i1 robot and within 3 cleans the side brush was completely broken. Now this is only the side brush but the quality of this is appauling. Added to this very poor customer service whose only response was to try and charge me £20 for more inferior products! Quite unbelievable.

I have replaced the brush with cheap third party brushes from ebay and these brushes work fine.

I have owned a Combo J9 Plus for 5 weeks. It has moped just once, and will now no longer refill its tank. When it vacuums, it squeaks very loudly. It only docks correctly 50% of the time, so the battery is often flat. I usually have to push it into the dock manually to get it to charge. Lights on dock flicker and change brightness. Clearly, this indicates an electronics problem. Customer service has not replied to emails. I managed to speak to them and they said they would send me an email telling me what to do. No email arrived. I just want my money back. This has to be the most unreliable piece of electronics I have ever purchased. Getting in touch with customer services is almost impossible. If you want to waste £1000, you will save time if you just throw £1000 into the dust bin. On the day it arrived, it did work, but that was one day! The app is so full of bugs and dead links. How is this even allowed?

I purchased this Roomba, it consistently has glitches and error codes.
The Roomba will not empty into the bin. The bin sensor will not will not recognize that the bag is in the bin.
The Roomba is consistently losing connection and not charging on the base, The right base prong melted so the Roomba can’t charge.
I called Roomba for warranty work, even though there are consistent issues since the date of purchase, Roomba said that the warranty does not apply and they can only offer me a discount on a new base since the Roomba is out of warranty.

I made the mistake of attempting to troubleshoot the issues rather than just returning this piece of junk.

Stay away from Roomba brand

Not only did iRobot send me a new main brush in the hope that's what the problem was, they emailed me a week later to ask if the problem had been fixed by installing the new brush (which they did not charge for). It had indeed fixed the problem and I thought their customer service was fantastic. It's so lacking today in every type of industry.

This is one seriously awful company. I’ve been trying all day to get the system to charge and after at least 10 hours the best it can do is a 70% charge. Customer service has been exceptionally unhelpful. They want me to take the back off of the robot and reinstall the battery. I am not their technician. All I want to do now is return this POS. However, I need to speak to someone to initiate the return, but they’re not in today so now I have to wait 24 to 48 hours to have someone call me back to initiate this return. Great job iRobot your customer service sucks on so many levels. I will return this product and never buy another iRobot product as long as I live.

Honestly, the worst company for customer service. I have been waiting almost 42 working days for my refund. It is beyond a joke. They never respond back to emails and the wait times for their phone lines are easily over an hour. Incredibly poor customer service. This is now having an impact on me financially and mentally.