narwal.com Reviews 

Sent in the my narwal freo z ultra a year after owning it and they just sent it back to me without looking at it.
-I have nothing but connectivity issues with the vacuum and it's docking station.
- it can not recognize carpets and can not do any carpeted areas. (I called support to make sure my settings were correct)
- apparently when my machine was sent in they put it though rigorous testing. Haha. Nothing worked about it.

-now with my warranty they want to send me a refurbished model so I can deal with someone else's problems.
Mine went though rigorous testing and I'm sure the refurbished one would of a well lol.

There is more issues with this narwal but it would make this weird up to long.
And if anyone from narwal feels the need to reply remember I have all images and documents supporting all of this.

So much for my extended 3 year warranty. It's junk

App/programing allows the robot to venture outside area. Our ex-robot went over 3 feet outside of a defined box and ate our Christmas tree lights.

Customer service was very slow to listen, read, and understand the situation.

I really wish I'd have trusted the reviews first.

Product Narwal Flow is actually good; it just didn't work in my house. It had poor obstacle detection which required too much intervention from myself.

I would have happily though tried different model in the future as the cleaning was effective.

Being within 30 days as per their policy I assumed getting a refund would be easy.

However it took 14 days to get a response, and then a further period to get them to agree to collect the product. Now they I am sitting waiting to see whether the 1k I spent will ever be refunded.

Their customer service has managed to transform me from a 'would buy again in the future' customer to a 'This company is absolutely awful, I'd avoid at all costs' customer.

I bought a Narwal S10 Pro just over a year ago. It is in need of servicing as it is leaking dirty water. I’ve been trying to get Narwal to service my machine but all they’ve done is waste my time. It’s been over a month and at first they put me through all the usual ‘get this document and that number and customer id and confirm address and please confirm the confirmation by confirming the confirmed address again and all that usual nonsense. I told them I was willing to pay for the service. With each interaction a week would go by. Today after over a month of trying they have the audacity to tell me that they had arranged for a pickup of the faulty machine but apparently I, the customer canceled it! The amount of rage and disgust they’ve filled me with immeasurable. All they’ve done is lie to me. Lies upon lies and finally blamed me for canceling the pickup! Why and how can I cancel any pickup? Why would I when I’m the one requesting it? Even their lies are meant to gaslight. They’re meant to leave the customer feeling disoriented and confused. So in summation I bought a Narwal mop vac, asked for service after a year, got lied to repeatedly then got blamed for canceling the pickup that I requested. Make that make sense. You can’t. Because it isn’t meant to make sense. It’s meant to trigger you and leave you speechless. Unfortunately for them I know these tactics. I’m going to mop the floor with them, quite literally.

I received the Narwal Freo X Ultra as a gift in December 2024, and for a product that costs close to $1,000, the performance and durability have been extremely disappointing.

We followed all manufacturer maintenance instructions and only used Narwal-branded consumables—rollers, pads, debris bags, and cleaning solution. Within just a few months, the unit began having charging issues due to corrosion forming on the charging pads. We were able to clean the corrosion and get it working temporarily, but the issue kept coming back. This happened multiple times over the course of the year.

Eventually, the vacuum stopped charging altogether and became completely unusable. After repeated attempts to clean and troubleshoot it, we had no choice but to manually vacuum and mop our home instead.

When I contacted Narwal customer support and provided proof from the app showing the unit was not working, I was told they would not help because I reached out 17 days after the one-year warranty expired—even though the problem started well within the warranty period. The customer service experience was frustrating and inconsistent, including contradictory statements about repair options.

For the price, I expected a reliable product and a company willing to stand behind it. Unfortunately, this has been neither. I would strongly caution anyone considering this model to research thoroughly and be aware that support may be very limited once issues arise.

I’ve been using the Narwal Freo X Ultra for about three months, and honestly, I’m extremely disappointed.
For a $1,400 “premium” robot, the cleaning performance is shockingly weak when it comes to pet hair and everyday debris. I have one cat — not a herd — and this robot can run for four to five hours straight and still only pick up maybe 10% of the visible fur or dust on my hard floors.

I’ve already set it to maximum suction, deep clean mode, and vacuum-only, yet it still leaves behind fur balls and light dust that a simple handheld vacuum picks up instantly.
Worse, the dust bag in the dock has never filled up in all this time — meaning the self-emptying feature basically doesn’t work. After every run I have to manually open the robot and dump the dustbin myself. So in the end, I spend more time cleaning the robot than the robot spends cleaning my house.

I have had 3 Narwal Robot vacuums, unfortunately this time around when visiting their website to order their product they refunded it 24 hours due to high risk. Clearly this company is clueless if they are canceling and refunding orders for existing customers that have ordered directly from them in the past. AVOID AND CHOOSE A DIFFERENT BRAND

This thing worked AMAZING… for about 2 months. Then it completely went downhill — and the company’s “support” is a joke.

Here’s my nightmare:
• Device stops vacuuming right, mopping stops pushing out water.
• I try EVERYTHING — resetting, cleaning, testing — even send them photos, videos, and screenshots of my settings.
• Their response? “It’s your fault.” Over. And over. And over.

Finally, they say “send it in for repair.”
📦 It’s gone for 2 weeks.
⚠️ I check tracking — it’s “assigned” to someone and marked as “resolved” in under 10 minutes.
📦 Comes back the SAME… actually WORSE.

Three months later, I’m still in the same spot. No fix. No replacement. Just endless excuses.

And the worst part? I recommended this to several family members because it worked great at first. Now I’m embarrassed knowing they might go through this same nightmare.

Bottom line: Works great for a couple months… then dies. And when it does, the company will do everything possible to make it YOUR fault. No real solution. No accountability.

Save yourself the money, the stress, and the regret. 🙅‍♀️

#ScamAlert #RobotVacuumFail #DontBuyThis

This was our first robovac, Freo Z Ultra, and loved it so much that we decided to order another for downstairs rather than lugging both the base station and device back and forth. Everything seemed swell thus far, so what’s wrong? Their customer service or rather lack thereof. We’ve ordered an accessories package for our robots with extra brushes and other tools so we can have it handy when they break down. Our robovacs arrived super quick and with no complications, how could a small order for accessories go wrong? Well, it did. It didn’t arrive until over 3 weeks later. During that time frame I’ve reached out to their customer service both by phone and emails from Sunday through Thursday. That’s five days. Everyone was reading off the same prompt, “we will escalate it to another department”. I was simply contacting to check on the whereabouts of my order, how many escalations are there to get an answer? Well, guess what? After the fifth day, they simply ghosted and did NOT follow up whatsoever. Luckily our package finally arrived after 3 weeks, but God forbid you need assistance for more serious matters such as troubleshooting and/or replacements if they can’t even handle a simple question on package tracking. I’ve found their customer service to be most inefficient and incompetent. In addition, based on my recent experience - they didn’t care I was a customer who had recently placed faith and trust in ordering TWO of their Freo Z Ultras. Purchasing such expensive products were an investment but if the customer support sucks, don’t go down that route - it’ll be more of a pain in the @$$ and ultimately not worth your precious time and hard earned money. Hopefully our robovacs will last forever because I cannot fathom dealing with such an embarrassment of a company again. If I ever needed to waste my time and reach customer service to escalate matters and have them bounce me around whilst yielding no results at all as well as having whatever matter I needed assistance on to get abandoned altogether, I know who to call. Do I recommend Narwal? Absolutely not, despite how great their products can be.

Brand new robots (2) broken down after a few weeks of using them. Customer Service "return back to Costco". Customer service extremely hard to understand. there is definitely a language barrier. So disappointed in my whole experience.

Accepts early-bird orders from Portugal, then refuses to ship to Portugal and requires customers outside Germany, Austria, and Belgium to order from Amazon.de and pay for shipping and return shipping, arguably violating EU law.

Hit-or-miss support.

Otherwise good. Good robovacs.

Update (12/22/2025): Robovac side brush broke after <3 months. Narwal demanded €22.57 (!) to ship one from Germany to Portugal.

Update (12/28/2026): They agreed to ship for free after I threatened legal action.

Update (02/18/2026): Reported issue with Flow missing/skipping corners and provided video. Support claimed it's normal and suggested I clean it myself (!).

Update (03/20/2026): Original accessory set for Narwal Flow costs €222.62 on Amazon.es (!).

Update (07/30/2026): My Narwal Flow permantently damaged my floor by repeatedly and continuously mopping the same small, clean area/spot daily for ~1 hour until I moved it or it ran out of battery. I repeatedly provided multiple pictures and videos of this. Narwal repeatedly ignored all evidence, claimed this is normal, and refused to compensate.