Reviews

I am extremely disappointed with my recent experience with Roborock. On August 17, 2024, I purchased a brand new Roborock S8 Pro Ultra directly from their official website. When the product was delivered on August 21, 2024, it arrived via ****** in a damaged box that was open at the bottom and re-taped at the top. Concerned about the condition, I immediately contacted Roborock’s customer service. Upon opening the package, I discovered the vacuum was clearly used. It was dirty, smelly, full of dust, scratched, and not what I ordered—it was black instead of the white model I purchased. Roborock eventually acknowledged that the machine might have been a returned product mistakenly sent out by ******, but they refused to issue a refund until they received the used machine back. They also informed me that they would not provide a pickup service, meaning I am expected to ship the machine back myself. Never the less, they asked me to clean up the machine, check all the parts are complete. This is not only inconvenient but also places an undue burden on me, the customer, to resolve an issue that was entirely Roborock's fault. It is not my responsibility to ensure that the machine I received is clean, functional, and complete with all parts—that is Roborock's responsibility. Had Roborock done its job properly, I would not have received a used and defective machine in the first place. In their final communication, Roborock informed me that if anything went wrong during shipping or if the label expired, I would be responsible for any additional costs. This is incredibly frustrating, as the entire situation was caused by Roborock's error. Throughout this ordeal, I have felt disrespected and undervalued as a customer. Roborock has shown little urgency or concern in resolving the issue, and I have lost all confidence in their products and customer service. I am now filing a formal complaint. This has been a nightmare, and I urge others to be cautious when dealing with Roborock.