iRobot Reviews 245

Absolutely useless. I am at my third robot replacement in a few months - the suction base or the brush or the battery fail after a few weeks of use every single time. The customer service takes 3 weeks to resolve any issues, often ask you to repeat the same steps and then require you to return the machine to a repair centre which takes another 3 weeks only to replace the machine, which fails again.

After my latest request to get a refund or a new model (as I am getting tired of the time and energy I have spent returning these machines and waiting for resolution for months on end), I have just been told that I would be offered yet another base replacement and a free dirtbag "as a gesture of goodwill". Not sure if this is meant to be a joke....

Very poor customer service. Waiting for hours on the phone to speak to someone today…
Few months ago I had to send my robot for repair. It came back very dirty, full dust bin and I had to throw away a brand new filter I put in before I sent it. The company promised to send new filters. Didn’t happen.

Ordered in January, after 2 weeks noticed a mark had appeared on all white skirting boards where there was carpet! Phoned to arrange a return and was asked if I would like to put in a claim! Thought this was excellent Customer Care. Hours of photos, videos and measuring, repeat, I said enough was enough was enough - still waiting for them to collect and refund. Yana and numerous other have to be the worst at detailing with customer. Her last sentence to me was - and thank you for your continued trust in our products!!
Buy - Roborock is so much better.

I bought a brand new iRobot with the clean base. It has never been consistently able to get through a basic clean without significant help either connecting (yet again), emptying (which is what the clean base is supposed to do) or whatever else. In less than a year the base contacts on the clean base have melted and no longer connect to the robot, after a long delay they finally replaced the clean base then the same thing happened again about 2 months later, same contact, same side, hardly used and iRobot are trying to say it’s my fault because I haven’t maintained the machine. They were kind enough to provide me with their maintenance manual which only says to wipe over the contacts with a cloth or melamine foam. Despite the fact I did both of these things regularly, neither of them would have prevented the plastic on either side of the contact melting into itself. It was a one line email refusing to fix it without even an inspection. If a $1,600 machine breaks after two months of light household use, it’s rubbish!!!! And what’s worse is the bullying, lack of customer service tactics behind it. I used to have one of these machines years ago, clearly they are now trading on reputation alone because their products are terrible and their customer service is worse.

Having purchased the combo plus 505 almost three weeks ago, upon delivery the robot was not as i expected, did not charge etc etc. After returning the robot, and now nearly three weeks later, I receive an email saying it has not been returned and my money will not be sent back. So nearly £600 down and hours of calls - AVOID THIS COMPANY AT ALL COSTS.

If I could give less than one star, I would.

I bought the Roomba Combo j9+ expecting premium quality from a premium brand. Instead, I got a faulty product and some of the worst customer service I’ve ever experienced. This is the second time I’ve had issues with this robot in less than a year.

I opened my complaint on 11 January 2025, and only after several emails and delays did they finally offer a repair. The repair process was slow and confusing: I didn’t receive the shipping instructions from their third-party repair company (Enfinitec) until weeks later, and then the label didn’t even work.

After back-and-forths and more delays, the robot was only picked up on 11 February, and the repair didn't even start until 17 February. That’s already over a month after my complaint.

When I followed up again in March, they finally admitted to delays and agreed to send a replacement. But guess what? The product is out of stock, and as of April, I still haven’t received a replacement. That’s over three months with no working product and no refund.

I’ve been more than patient, but this whole experience has been completely unacceptable. The product failed, the support failed, and iRobot has done nothing to make up for the time, stress, and inconvenience they’ve caused.

Do yourself a favor: don’t buy iRobot. Expensive product, unreliable build, and support that’s slow, disorganized, and completely out of touch.

I purchased a Roomba Combo 10 Max for £800 and within three months of setting it up, it would no longer charge (the charging points jammed and this got worse over time). There is a two year warranty and iRobot agrees that this problem should be covered but they don't have a replacement dock in stock and do not know when they will be able to fix this issue. Talking to somebody on the phone means waiting on hold for an hour (if they pick up -- I gave up). Emailing means waiting four business days for a response. I understand that issues happen and no product is perfect but I would expect irobot to have some minimum level of customer service to handle these problems. If you're in the market for an autonomous vacuum cleaner / mop, I would not recommend them.

I bought j7 a year back, it started to sound like a drum, it does not clear corners. I tried to call customer care, not is picking up the calls.

Note that it is not good for your carpet, it does clean carpet.

I recently checked the news on irobot, they lost the market share and market lead. I think, the company is going shutdown.

I wasted my 400£.

One star is too generous for their ‘customer care’ non existent! Starts off promising but fizzles out swiftly to an invitation to buy a replacement robot! What a joke!

i bought a Roomba S9 less than 4 years ago and have had issues since owning it , now the unit wont charge , im in engineering so looked inside the unit to find the plastic arm for the contact for the charging dock had melted and wont make contact with the bottom of the robot . i have spent the last 3 weeks trying to get somewhere with i robot to ask them to supply a new plastic peice that s costs less than 2 pence to make only to be told that they are unable to supply this to me , i have since been told that because i took the unit to peices they feel it is not their issue however you cant see the melted contact without taking it to bits and seeing as this isnt a warranty claim i need to take it to bits rather than spending another few hundred pounds letting i robot do it . its now been suggested that i buy a new charging tower . i cannot express how angry i am with this situation that they cannot make a unit that doesnt self destruct within 4 years , after paying a premium price for it its now a floor ornament , do not buy a roomba but instead buy a cheap chinese copy that will last for 3 years but you could buy 10 for the price of one of these .

What a waste of money. When vacuuming and mopping the bin fills up with water creating a right mess. More often than not to goes to one corner of the room and gets stuck or just goes round and round in an increasing pool of water. Customer care could not even be bothered to respond.

I have to say I love Irobot! The first 2 Roombas we bought some 9/10 years ago have been phenomenal. Totally reliable, no fault whatsoever.
However, we have had an ongoing issue with the 3rd vaccuum we bought 2 years ago, a J9+ which has continuously come up with intermittent errors stopping it working.
I have literally just got off the phone from customer services - a 50 minutes wait to get though (my only gripe) and they are replacing it with a brand new model for us! What's not to like?!
These machines are excellent, they do a really good job of picking up dust and all kinds of debris, essential in a home with 3 dogs, and are easy to maintain. From my experience I'd choose IRobot every time.

🚨 Thinking of buying a Roomba? Read this first. 🚨

I purchased an iRobot Roomba J7+ Combo directly from iRobot in September 2023. Less than a year later, it developed a fault that prevents it from properly picking up dirt and debris while vacuuming—its primary function.

iRobot’s customer service has been abysmal. They have delayed repairs for over 8 months, ignored their legal obligations under the UK Consumer Rights Act 2015, and have actively refused to provide appropriate packaging for the return of my faulty product. Instead, they sent me an empty box with no protective materials and expected me to source packaging myself—a clear violation of UK consumer law, which states that a seller must facilitate warranty repairs without placing an undue burden on the customer.

When I pressed them on this, they ignored my legal rights, refused to escalate my case, and eventually blocked me on Instagram for calling them out on their poor customer service. Yes, instead of resolving my complaint, they silenced me.

🚩 This company is actively avoiding its legal obligations to UK customers.
🚩 They censor negative reviews & customer complaints on social media.
🚩 They are cutting costs at the expense of their customers—they posted a $59M loss in Q4 2024 and clearly have no interest in standing by their warranty.

I have since reported them to Trading Standards, filed a Small Claims Court case, and submitted a bank indemnity claim to recover my money—all because iRobot refused to do the right thing.

This isn’t just bad customer service. It’s corporate negligence. If you’re considering buying a Roomba, ask yourself:

💰 Would you risk spending hundreds on a product that may not last a year?
📞 Would you trust a company that actively suppresses customer complaints?
⚖️ Would you want to fight for months just to get a legally required repair?

I love the Roomba as a product, but iRobot as a company is a disaster. Avoid at all costs.

*** UPDATE 12/3/25 ***

After 8 months of back-and-forth with iRobot over this, I was finally able to force them into offering me a refund. But instead of just doing the right thing, iRobot tried to make me sign a legally binding settlement that:

🚨 Waves my right to take legal action against them.
🚨 Prevents me from ever discussing my experience publicly (a literal gag order).
🚨 Gives them up to 15 business days to process my refund, after 8 months of delays.

Yes, you read that right. After months of stonewalling, iRobot finally agreed to refund me - but only if I agreed never to speak about this again.

If that doesn't tell you everything you need to know about iRobot's attitude towards its customers, I don't know what does.

❌ They are not a customer-friendly company.
❌ They do not respect UK consumer law.
❌ They will actively try to suppress negative reviews.

This company will do everything responsible to avoid standing by their warranty - and if you complain, they'll try to silence you.

Would you trust a company like this with your money? I certainly won't be making that mistake again.

This is a scammer company. They are delaying the resolution for months and asking for idiotic pictures and time wasting.

Stopped working properly after 8 months. A month after complaining, they’ve had me spend hours moving the robot, resetting everything, redoing maps, etc and it still doesn’t work. They are now trying to say it’s my fault because I have a rug (that I’ve had since before I bought the hoover and never had an issue until a couple of months ago. Refusing to replace. Hundreds of pounds down the drain

If you are thinking of buying this brand - don't. Period.

Got a roomba j7 and braava m6 combo set as a Xmas gift, but straight out of the box the braava didn’t work said error 1 which means left wheel isn’t working. Called iRobot who said they needed an order number otherwise it wasn’t under warranty. I got the order number but they couldn’t find it on their system so now I have a brand new faulty useless mop. I guess they don’t stand behind their own products.

I endeavoured to buy some accessories in sale. Placed order and when it didn’t arrive was advised would have to buy again as order hadn’t been processed but this time at full price. On another occasion bought a new iRobot as a present which didn’t arrived This time they blamed the courier and asking me to file a police report and get UPS to produce a report before investigating. Shocking Customer Service.

Rubbish machine. Spend a little more money and buy something else. Constant issues. Machine runs out of battery before returning to charge. So i need to place it on charge myself. Not a big hassle but i often won't charge.

Ask for personal Data, Avoid!!!