iRobot Reviews 19

I rarely leave negative reviews, but this has been one of the worst support experiences I’ve had.

My Roomba Combo j7 (serial: C755840B231222N201661) developed a fault (Error 35 – mopping pad not detected) and stopped performing one of its core functions.

Over the past month:

- I was passed between UK and Lithuania support
- No team took ownership
- I was asked to pay for diagnostics and ship the device abroad for a product under warranty
- Responses were dismissive and, at times, unprofessional (including being told it’s “not fair” for them to handle it)

At no point was a proper repair or replacement solution offered.

For a premium product, this level of after-sales support is unacceptable. The issue is not just the defect - it’s the complete lack of accountability and coordination.

Buy the product if you want, but be aware: if something goes wrong, you may be left on your own.

I am now escalating this through consumer protection channels.

I wish I’d checked the reviews before falling for the slick marketing from this company. Last year, I purchased a top-of-the-range J9+ robot vacuum directly from them, advertised at half price for £657 with a 30-day money-back guarantee - It never worked.

They confirmed remotely that it was faulty and I had to send it back for a replacement — but they refused point blank to extend the return period. Shockingly, the replacement was also defective. After collecting it, they admitted it couldn’t be repaired and that this problematic model had been taken out of production — even though they were still trying to sell old stock on their website for over £1,200.

Their solution? To offer me a replacement model that retailed for just £399. I thought it was a joke, but they were completely serious. They offered no refund or price adjustment and claimed the cheaper model performed “just as well.” Despite having higher-end models available, they expected me to accept one worth £258 less than I’d paid. I refused.

It took 16 months, but I finally received a full refund through my credit card company. Later, I discovered that iRobot had been experiencing financial difficulties — and frankly, I’m not surprised.

My advice: research other brands and avoid this company like the plague, no matter how tempting their special offers seem. They are unreliable and treat their customers appallingly.

###UPDATE##
I changed my 1 star to a 3 star. I opened a support case with iRobot. I was contacted four days later and advised my order was on its way. iRobot were apologetic and followed up my order. I have good faith in them again. Thank you.
My advice if you cannot get through on the phone is to open a technical support ticket.
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Does anybody answer the phone at irobot? I have ordered over €100 of accessories for our Irobot hoover and mop. I have not received them, but the status on the Irobot site says they have been sent. I have tried to call and no one answers the phone. I have opened a support case but nobody responds to the issue. I feel like Irobot have stolen my money and there is nothing I can do. I think this company should be renamed to IRobit....because you act like a bunch of thieves.
You have great products but there is no customer support and there is no way to contact someone if there is a problem. Absolutely rubbish...!!!